(1) Read attached material: Help! I’m Out of Control, Keith Wagoner, September/October 2008, eSide Supply Management Vol. 1, No. 5
(2) Service Level Agreement (SLA) defines the scope of work and sets the expectations and defines the relationship of the buyer and service provider. It typically addresses what the provider is promising, how it will perform, the metrics and means of measurement, the consequences in the event of failure to perform, and any longer-term aspects of the agreement. In essay form, up to 1 page single spaced, summarize how SPC can be used as a tool to monitor SLA performance.
In that 1 page, focus more on comparing buyer’s quality requirements to supplier’s process capability.
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