Service Level Agreements Contract and Performance Management CORE: Nov. 2011 Intellectual Property of the Centre for Outsourcing Research and Education (CORE). May be used with permission of CORE. Agenda – Service Levels for BPO Preliminary Matters Use of Weighting Factors Use of Severity Levels Use of the Balanced Scorecard CORE: Nov. 2011 Service Level Agreements 2 Preliminary Matters for All BPOs Precisely define the services to be provided (the “Services”) Since not practical to measure
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A service-level agreement (SLA) is a part of a service contract where a service is formally defined. In practice‚ the term SLA is sometimes used to refer to the contracted delivery time (of the service or performance). As an example‚ Internet service providers and telcos will commonly include service level agreements within the terms of their contracts with customers to define the level(s) of service being sold in plain language terms. In this case the SLA will typically have a technical definition
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SUBJECT VERB AGREEMENT The subject and the verb must agree in number: both must be singular or both must be plural. Students have problems with subject verb agreement when the verb is a form of be or have‚ or when the verb is in present tense. Rules for subject verb agreement 1. When words like the following are used as subjects‚ they take singular verb. Everybody | Anybody | Somebody | Nobody | Each | Everyone | Anyone | Someone | No one | Either | Everything | Anything | Something
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THE LABOR AGREEMENT BETWEEN QUALITY FURNITURE MANUFACTURING COMPANY (QFM) AND INDUSTRIAL WORKERS UNITED (IWU)‚ AFL-CIO This agreement is entered into on March 17‚ 2012 by the Quality Furniture Manufacturing Company (QFM)‚ located in St. Louis‚ Missouri‚ and Industrial Workers United (IWU). This agreement covers employees at the St. Louis plant only. Article I—Recognition The company recognizes the IWU as the sole and exclusive collective bargaining agent in all matters pertaining to rates of
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Executive Employment Agreement Executive Employment Agreement dated March 1‚ 2013‚ is between Healthy Hearts Inc.‚ a Michigan corporation (the “Employer”) and Adel Administrator (the “Employee”). Employer wishes to employ Employee and Employee wishes to work for the Employer in accordance with the terms of this Agreement. Accordingly‚ the parties agree as follows: Article 1. Definitions 1.1 Definitions. As used in this Agreement‚ the following terms have the meanings set forth
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Sarbanes-Oxley Act of 2002 Week # 2 Individual Assignment Sox Key Main Aspects for a Regulatory Environment Sarbanes-Oxley Act was passed in 2002 by former president George Bush. Essentially to combat the Enron crisis. The Sox Act basically has regulatory control and creates an enviroment that is looking out for the public. Ideally this regulatory environment protects the public from fraud within corporations. Understanding‚ that while having this regulatory control
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Subject-Verb Agreement The following are common rules on subject-verb agreement: 1. Nouns in plural form but singular in meaning take a singular verb. a. Statistics is my favorite subject. b. Measles attack the whole town. 2. Plural titles of the books‚ periodicals‚ films‚ and the like take a singular verb. a. Great Expectations is our favorite. b. The Seven Habits of Highly Effective People is my favorite book. 3. Use do for plural subjects and does for
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Mail submissions with a signed copy of this agreement to: Zenescope Entertainment 433 Caredean Drive Suite C Horsham‚ PA 19044 Submissions Agreement I am submitting to you the following materials (here after referred to as “the Material”): (list title and description here) In accordance with the following agreement: 1. 2. 3. 4. I represent and warrant to you‚ Zenescope Entertainment‚ your successors and assigns that the Material is my original creation and that no other persons other than
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corporation and a partnership. The LLC operating agreement is a document that dictates how the LLC will function. The amount of time it takes to create the operating agreement depends on the specifics of the LLC. Other names: Don’t confuse this document with the articles of organization‚ which may also be known as the certificate of organization or certificate of formation‚ depending on the state you live in. Who should use this form? The LLC operating agreement provides a detailed breakdown of each member’s
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AGREEMENT THIS AGREEMENT IS MADE AT MUMBAI ON THE 1ST OF MAY‚ 2013‚ BETWEEN M/S. PIYO-G FOOD PRODUCTS‚ HAVING ITS OFFICE AT GAT NO. 271/1‚ AT VILLAGE YEWATI‚ TAL SHRIGONDA‚ DIST AHMEDNAGAR. M.S.‚ HEREINAFTER CALLED AS “PARTY NO.1” (THE TERM INCLUDES THEIR HEIRS AND/OR SUCCESSORS-IN-INTEREST) AND M/S. MOSKOW MARKETING‚ HAVING ITS OFFICE AT SHOP NO.13‚ TOLARAM SMRUTI CO-OP. HSG. SOCIETY‚ CHEMBUR‚ MUMBAI 400074‚ HEREINAFTER CALLED “PARTY NO.2” (THE TERM INCLUDES THEIR HEIRS AND/OR SUCCESSORS-IN-INTEREST)
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