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Service Level Agreements: Winning A Competitive Edge for Support and Supply Services
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by Andrew Hiles
Sales Rank: 1167363
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List Price: $99.00
$99.00
At Amazon
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Paperback: 300 pages
Publisher: Rothstein Associates Inc. March 13, 2000
ISBN-10: 0964164841
ISBN-13: 978-0964164840
Product Dimensions:
10.7 x 8.3 x 1 inches
Shipping Weight: 2.2 pounds
Product Review
"Andrew Hiles' approach is easy to understand and of practical use to both users and providers." -- Graham F. Roulstone, Services Manager, Blue Circle Industries, PLC, UK
"This book demonstrates how this need to quantify and measure service functions can be achieved." -- W. Adrian Smyth, Director and General Manager, COTEC Computer Services, UK
"This book is a complete blueprint on the subject [of] service level agreements" -- Paul F. Kirvan, Management Consultant, Paul F. Kirvan Associates, USA.
Product Description
This book holds the key to creating enduring, satisfying and profitable relationships between customer and supplier. It shows how both internal and external services and supply can be aligned to meet business vision, mission, goals, critical success factors and key performance indicators.
The techniques described will help you balance service cost against quality, leading to competitive advantage and business success. They can be applied to any industry, to any supply or support service. They have been used by leading companies internationally - and they work!
Customer Reviews & Comments
This is one of the worst books I have ever read - it is ridiculously bad. The content is at best common sense and at worst completely inane. The layout follows no discernable logic. The graphics make no sense, or at least no point (other than filling space). And the format appears to be the work of someone unfamiliar with the most basic word processing program - bullets out of order, indentation that muddies the content. Hiles needs to establish a service level agreement with his editor. For the price, I expect a book that is not only informative, but professionally designed and edited. Instead I get the ramblings of a self-styled expert in service level agreements. In the end, the book is a joke...and Hiles is laughing all the way to the bank at $125 each.
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Service Level Agreements: Winning A Competitive Edge for Support and Supply Services
List Price: $99.00
Available from Amazon
Price: $99.00
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