00689pamaa2200193 4500 0000017830 20060531090000.0 0412542404 658.562 HIL 1993 HD62.15 HIL 1993 HILES Service level agreements : measuring cost and quality in service relationships Andrew Hiles. London: Chapman & Hall, 1993. 126p.: ill.; 26cm. Total quality management Service industries -- Quality control Service industries -- Cost control Service-level agreements Service level agreements : managing cost and quality in service relationships