Services-level agreements can contain numerous service-performance metrics with corresponding service-level objectives. A common case in IT-service management is a call center or service desk. Metrics commonly agreed to in these cases include: 18 Introduction The following work focuses on treating the subject from the perspective of service providers, so that service providers can also be shown optimization approaches for differentiated use of SLAs and service level management (SLMs). 1.2 The Purpose of The Work As noted in Chapter 1.1, there is currently little empirical knowledge of the dissemination and organization of ALS in practice. It is not a question of making concrete assumptions, because there is little evidence on this and the topic that has not yet been sufficiently addressed would be too limited. On the contrary, the real situation must be analysed exhaustively by exploratory or descriptive research 3, in order to then identify weak points without prejudice and highlight optimization approaches. This work focuses on the current management of SLAs and MSMs in practice from the perspective of contract logistics service providers. The objective of the work is to identify potential improvements as a result of an ongoing analysis and to provide logistics service providers with appropriate optimization approaches for the differentiated use of SLAs and LMS. In this regard, service companies are required to verify the applicability of general optimization approaches to their own businesses.
1.3 Structure and Procedure For intensive discussion with the current dissemination and manipulation of ALS by logistics service providers, the relevant bases must first be collected and processed through a literature search. Chapter 2 addresses the issue of the quality of services in contract logistics. The concept of contractual logistics is defined and delineated (Chapter 2.1), the potential of the contract logistics market in Germany (Chapter 2.2) and, from the point of view of shippers and service providers, it is stated what are the reasons for outsourcing contractual logistics and what barriers should be overcome if necessary (Chapter 2.3). In this context, it is highlighted the particular importance of the quality of services in contract logistics (Chapter 2.4). In the area of service quality, the quality of service model by Parasuraman, Zeithaml and Berry (GAP model) helps to understand how the quality of services is established (chapters 2.5 and 2.6). The specifics of the quality of service in Table 33 See Jacob et al.: Survey. S. 69 f. 2 The purpose of each Service Level Contract (SLA) is to measure the service provider`s performance and, if necessary, to act on it – an ALS therefore defines the quality of service. This is done based on various measurement factors such as the delay rate, the break-up rate or the rate of delivery fidelity, key performance indicators (KPIs) or key indicators.