| Record ID | ia:completeguidetop0000pant_l2o8 |
| Source | Internet Archive |
| Download MARC XML | https://archive.org/download/completeguidetop0000pant_l2o8/completeguidetop0000pant_l2o8_marc.xml |
| Download MARC binary | https://www.archive.org/download/completeguidetop0000pant_l2o8/completeguidetop0000pant_l2o8_meta.mrc |
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100 1 $aPantry, Sheila.
245 14 $aThe complete guide to preparing and implementing service level agreements /$cSheila Pantry, Peter Griffiths.
250 $a2nd ed.
260 $aLondon :$bLibrary Association,$c2001.
300 $a193 pages ;$c24 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
338 $avolume$bnc$2rdacarrier
500 $aPrevious edition: 1997.
504 $aIncludes bibliographical references and index.
505 00 $tIntroduction --$g1.$tThe origins and use of service level agreements --$g2.$tWhat is a service level agreement? --$g3.$tWho the agreement is between and what other items you need to put into the SLA --$g4.$tWhat the SLA document should look like and descriptions of services --$g5.$tService monitoring --$g6.$tCharging for services --$g7.$tManaging your customers --$g8.$tManaging your suppliers --$gApp. 1.$tReferences and further reading --$gApp. 2.$tSample quarterly report format --$gApp. 3.$tOther possible LIS functions to add to an SLA --$gApp. 4.$tList of definitions --$tIndex.
520 8 $aOffering librarians and information managers practical, step-by-step guidance to constructing and implementing a service level agreement, this text explains the fundamentals and uses case studies, examples and helpful checklists.
650 0 $aService-level agreements.
650 0 $aTotal quality management.
650 0 $aService industries$xQuality control.
650 0 $aService industries$xCost control.
650 0 $aCost control.
650 0 $aConsumer satisfaction.
650 0 $aLibrary administration.
650 02 $aCost Control
650 02 $aConsumer Behavior
650 02 $aLibrary Services
650 02 $aLibrary Administration
650 2 $aTotal Quality Management
650 6 $aServices d'information$xAdministration.
650 6 $aBibliothèques$xAdministration.
650 6 $aQualité de service.
650 6 $aQualité totale.
650 6 $aServices (Industrie)$xQualité$xContrôle.
650 6 $aServices (Industrie)$xCoût$xContrôle.
650 6 $aCoût$xContrôle.
650 6 $aConsommateurs$xSatisfaction.
650 7 $acost control.$2aat
650 7 $aService industries$xCost control.$2fast$0(OCoLC)fst01113416
650 7 $aService industries$xQuality control.$2fast$0(OCoLC)fst01113456
650 7 $aService-level agreements.$2fast$0(OCoLC)fst01113530
650 7 $aTotal quality management.$2fast$0(OCoLC)fst01153015
650 17 $aBibliotheekbeheer.$2gtt
650 17 $aOvereenkomsten.$2gtt
700 1 $aGriffiths, Peter,$d1948 Fe 14-
938 $aBaker & Taylor$bBKTY$c60.00$d64.95$i1856044106$n0004011190$sactive
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