With service level agreements, less is more

Information Systems Management

Volumn 21, Issue 4, 2004, Pages 43-44

  Karten, Naomi ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

COMPUTATIONAL COMPLEXITY; FEEDBACK; INFORMATION TECHNOLOGY; PERSONNEL TRAINING; PROBLEM SOLVING; SOCIETIES AND INSTITUTIONS;

COMMUNICATION PROCESSES; CUSTOMER RELATIONSHIP; SERVICE EFFECTIVENESS; SERVICE LEVEL AGREEMENTS (SLA);

INFORMATION MANAGEMENT;

EID: 4644225382     PISSN: 10580530     EISSN: None     Source Type: Journal    
DOI: 10.1201/1078/44705.21.4.20040901/84186.5     Document Type: Article

References (5)

1. Bridges, William. 1991. Managing Transitions:Making the Most of Change, Reading, MA:Perseus.
2. Fisher, Roger, and Brown, Scott. 1989. Getting Together:Building Relationships as We Negotiate, New York:Penguin.
3. Karten, Naomi. 1998. How to Establish Service Level Agreements, Randolph, MA:Karten Associates.
4. Karten, Naomi. 2002. New York:Communication Gaps and How to Close Them.
5. Zaltman, Gerald. 2003. How Customers Think:Essential Insights into the Mind of the Market, Cambridge, MA:Harvard Business School.