"A Customer Service Level Agreement (SLA) sets expectations between the customer and the provider" - Hackston & Darroch
This basically helps create a dialogue or communication between customers and suppliers. It is a document/policy that helps customers know what they haev to expect.
As the book says it covers 5 main areas:
The product to be provided
How the supplier will deliver on promises/orders
Who will measure the effectiveness of delivery and how they will do so
What happens if provider fails to deliver
How the agreement is reviewed
It includes details of the responsibilities of the company and the customer.
The reasons why these agreements are brought in are because they provide:
improved staff morale as everyone knows what they are doing
everyone is aware of their roles and responsibilities
encourages teamwork
helps provide a continuity of service
Class of 2008-09
Some are missing but here they are in their civvies on exam leave!
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