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!

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!

TABLE OF CONTENTSACKNOWLEDGMENTS1. AN OVERVIEW OF SERVICE LEVEL AGREEMENTS: WHAT THEYCAN DOAND CANNOT DO1.1 Introduction1.2 Service Level Agreements : DefinitionFigure 1: Pyramid Model of Service1.3 Serving the Business1.5 Outsourcing & Facilities Management1.6 In-company vs Outsourcing SLAs: Crucial Differences1.7 the Role of the SLA in Invitations to Tender, Proposals andContracts1.8 SLAs in Market Testing, Outsourcing and Supply / SupportContracts1.9 Avoiding Hidden Costs - and Identifying Real Needs1.10 Can SLAs Work in Strategic Partnerships?1.11 Quality Standards ISO 9004 Part 21.12 Availability1.13 Performance: Speed, Response and Accuracy1.14 Security1.15 Quality: Process Control1.16 Service Products1.17 Points of Delivery and Delivery Mechanisms1.18 Service Culture1.19 but Why SLAS?Checklist #1: Service Orientation2. THE MEASUREMENT OF THE SERVICE AVAILABILITY AND QUALITY:KEYMETRICS AND TECHNIQUES WHICH MAY BE USED2.1 Introduction2.2 Service AvailabilityFigure 3: Service Management Methodologies & Service Reporting2.3 Change Management2.4 Problem Management2.5 Critical Component Analysis2.6 Relationship with Security and Contingency Planning2.7 Scope of Service2.8 Service Hours2.9 Real Time Services2.10 Background Services2.11 Administrative Services2.12 Remote Services2.13 Subcontracts2.14 Help Desk and Customer Support2.15 Security Services2.16 Special Requirements2.17 Standardization2.18 Customer Self Help2.19 Training2.20 Customer Satisfaction Survey3. HOW SERVICE LEVEL AGREEMENTS APPLY IN DEVELOPMENT ORCREATIVE ENVIRONMENTS3.1 Creative and Development FunctionsFigure 4: Embedding Service Level Capability in Development3.3 Feasibility Study3.4 Analysis/specification3.5 Design3.6 Invitation to Tender/contract3.7 Implementation3.8 Post-implementation Review3.9 Service Orientation4. KEYS TO MEASURING AND MONITORING SERVICE; DESIGNING ANDIMPLEMENTING AN SLA4.1 Measuring Performance and Availability4.2 Balancing Detail with Practicality4.3 What to Include in a SLA4.4 Shell, Template, Model and Standard SLAs4.5 SLAs and Their Key Role in the Balanced Scorecard4.5 the Service Handbook4.6 the One-page SLAFigure 7: Example Service Definition4.7 the One-page SLAFigure 8: a One-page SLA FormatFigure 9: Service Level Management Components4.8 Charging for ServicesFigure 10: a Charging Methodology4.9 Infinite Capacity and 100% Availability?4.10 Realistic Limits to Service4.11 Procurement4.12 Organizational Issues4.13 Pilot Implementation4.14 Negotiating with the Customer4.15 Reward and Punishment - Sticks and Carrots4.16 Reporting Actual Performance Against SLAFigure 15: Global Service Report - SchematicFigure 16a: Sample SLA ReportFigure 16b: Background (Production Type)Figure 17: Measuring Service Components4.17 Service Review Meetings4.18 the Customer Review Meeting4.19 Service Motivation4.20 Extending SLAsService Level SurveyService Level SurveyTerms of Reference for Marketing and Sales ManagerTerms of Reference for Customer Account Managers5. THE DOWNSIDE RISK; ALTERNATIVES TO SERVICE LEVELAGREEMENTS;THE SLA PAYOFF5.1 SLAs: Reasons for Failure5.2 Alternatives to SLAs5.3 Performance Indicators5.4 Availability and Response Targets5.5 Benchmark Checks5.7 the SLA Payoff : Success Stories5.8 Where Next?5.9 Conclusion6. CASE STUDIES: SERVICE LEVEL AGREEMENTS6.1 Introduction6.2 Payroll and Benefits6.3 Procurement (Service and Spares)6.4 Logistics / Transport6.5 Livestock Handling6.7 TrainingDetailed SLA Examples7. CASE STUDY: SERVICE LEVEL AGREEMENT IN CONSTRUCTIONMANAGEMENT7.1 Introduction7.2 Background7.3 Construction Management - Typical Approach7.4 Construction Management - Service Oriented Approach7.5 Service Levels in Construction Management7.6 Identifying Metrics for Management ServicesAPPENDIX A: SERVICE LEVEL AGREEMENT CHECKLISTAPPENDIX B: SAMPLE SLA - ESCALATION PROCEDUREAPPENDIX C: STANDARD SLA FORMATBIBLIOGRAPHYABOUT THE AUTHOR

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!