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What is SLA (Service Level Agreement)

Chapter 8
Managing Operations Throughout Global Supply Chains
Is an agreement between a suppler and a buyer that defines the level of service standards expected and the obligations of the supplier. It also presents the performance elements of the order placed, which can be compared with other suppliers and serve as an indicator of the efficiency and effectiveness of the business.
Published in Chapter:
The Role of Strategic Sourcing in Global Supply Chain Competitiveness
Cristiane Biazzin (Northern Kentucky University, USA)
Copyright: © 2019 |Pages: 22
DOI: 10.4018/978-1-5225-8157-4.ch008
Abstract
A global supply chain is a core element for an organization's competitiveness. Its success relies on the synchronization of relations, activities, and agreements in order to be flexible, agile, high quality, and cost effective for customers. Strategic sourcing emerges as an important factor to support and integrate the suppliers into the supply chain intelligently. This chapter aims to provide the understanding of how strategic sourcing can contribute to improving a firm's global supply chain competitiveness. In order to do so, it explores the elements to be considered while developing the strategic sourcing: the sourcing process cycle, internal and external relations, sourcing risks, global sourcing application, and supplier development.
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Chapter 547
Service Description Ontologies
A contract between a service provider and a service consumer that is related to the quality of service guaranteed by the service provider.
Published in Chapter: Service Description Ontologies; From: Encyclopedia of Information Science and Technology, Second Edition
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Chapter 56
Impact of Collaborative Delivery of Enterprise ICT Services
A contract between the provider and customer of the ICT service. The main parts of the SLA are content of the service, volume of the service, quality of the service, and price of the service.
Published in Chapter: Impact of Collaborative Delivery of Enterprise ICT Services; From: Encyclopedia of E-Collaboration
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