Posts Tagged Customer Experience
SLAs Drive Mediocre Services, Not Customer Delight!
Posted by Ashish Bhagwat in BPM, Business, Leadership, Management, Technology on May 25, 2010
SLAs are great way to manage contractual obligations. One would hope that they would bring the much needed quality of service in business, but that’s unfortunately not the case. They are just not geared for “customer happiness”, They are designed, and used in a way, to keep the management from frowning! As far as I know, SLAs (or with a benefit of doubt, badly designed ones) are the root cause of mediocre services.