Hon FBCI, EIoSCM Andrew Hiles 
Service Level Agreements [PDF ebook] 
Winning A Competitive Edge for Support & Supply

This book holds the key to creating enduring, satisfying and profitable relationships between customer and supplier. It shows how both internal and external services and supply can be aligned to meet business vision, mission, goals, critical success factors and key performance indicators. The techniques described will help you balance service cost against quality, leading to competitive advantage and business success. They can be applied to any industry, to any supply or support service. They have been used by leading companies internationally — and they work!