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Presentation | 16 November 2012
Your Service Level Agreement, or SLA, is a legal document that frames service delivery and sets performance targets. But is it really needed to keep you on track? And does it add value to your service? How does the SLA contribute to driving consistent customer compliance?
At last year’s Summit for Leaders in Shared Services, Miroslav Chmelar from Covidien shared his insight into how to elegantly control your customers’ behaviour and tighten compliance by using SLAs. Here are some of the key learnings from the session.
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