Transformation of taxi industry: the establishment of Service Level Agreement for taxi licence holder / Ahmad Zaffley Ahmad Zahudi

Service Level Agreement (SLA) for taxi licence holder is an agreement regarding the guarantees of the taxi service. It defines mutual understandings and expectations of a service between regulator and taxi operators. Service guarantees define what transactions need to be executed and how well they s...

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Main Author:	Ahmad Zahudi, Ahmad Zaffley
Format:	Thesis
Language:	English
Published:	2015
Subjects:	Civil law
Online Access:	https://ir.uitm.edu.my/id/eprint/21808/1/TM_AHMAD%20ZAFFLEY%20AHMAD%20ZAHUDI%20LW%2015_5.pdf
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id	my-uitm-ir.21808
record_format	uketd_dc
spelling	my-uitm-ir.218082018-10-09T02:01:33Z Transformation of taxi industry: the establishment of Service Level Agreement for taxi licence holder / Ahmad Zaffley Ahmad Zahudi 2015 Ahmad Zahudi, Ahmad Zaffley Civil law Service Level Agreement (SLA) for taxi licence holder is an agreement regarding the guarantees of the taxi service. It defines mutual understandings and expectations of a service between regulator and taxi operators. Service guarantees define what transactions need to be executed and how well they should be executed. The establishment of the SLA is intended to protect both the regulator and taxi licence holder. SLA is critically important as it helps regulator to effectively monitor the performance of taxi licence holder at the same time it defines impact of a failure service level objective. In a typical scenario, each service interacts with other services, switching between roles of being a provider (regulator and taxi operator) in some interactions and being a passenger in other interactions. Each of these interactions could potentially be governed by a SLA. To ensure that the taxi licence is given to the right parties, taxi licence holder needs to sign the SLA prior to getting the licence by the regulator. In this regards, it is important that SLA is prepared so that it would be able to balance the risks and benefits of all parties. This balance should be based on good understanding of impact of various service levels on business processes relating to both regulator and taxi licence holder. SLA would be a mechanism to define specific service level procedures hence, further strengthening the existing conditions attached to legislations that govern matters related to taxi industry, which currently are too general. Successful service organizations understand well the importance of carefully monitoring and managing customer satisfaction. In this regards, the most successful way of recovering from any service failure is to make things right, eliminating the cause of dissatisfaction with the initial service. 2015 Thesis https://ir.uitm.edu.my/id/eprint/21808/ https://ir.uitm.edu.my/id/eprint/21808/1/TM_AHMAD%20ZAFFLEY%20AHMAD%20ZAHUDI%20LW%2015_5.pdf text en public masters Universiti Teknologi MARA Faculty of Law
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Civil law
spellingShingle	Civil law Ahmad Zahudi, Ahmad Zaffley Transformation of taxi industry: the establishment of Service Level Agreement for taxi licence holder / Ahmad Zaffley Ahmad Zahudi
description	Service Level Agreement (SLA) for taxi licence holder is an agreement regarding the guarantees of the taxi service. It defines mutual understandings and expectations of a service between regulator and taxi operators. Service guarantees define what transactions need to be executed and how well they should be executed. The establishment of the SLA is intended to protect both the regulator and taxi licence holder. SLA is critically important as it helps regulator to effectively monitor the performance of taxi licence holder at the same time it defines impact of a failure service level objective. In a typical scenario, each service interacts with other services, switching between roles of being a provider (regulator and taxi operator) in some interactions and being a passenger in other interactions. Each of these interactions could potentially be governed by a SLA. To ensure that the taxi licence is given to the right parties, taxi licence holder needs to sign the SLA prior to getting the licence by the regulator. In this regards, it is important that SLA is prepared so that it would be able to balance the risks and benefits of all parties. This balance should be based on good understanding of impact of various service levels on business processes relating to both regulator and taxi licence holder. SLA would be a mechanism to define specific service level procedures hence, further strengthening the existing conditions attached to legislations that govern matters related to taxi industry, which currently are too general. Successful service organizations understand well the importance of carefully monitoring and managing customer satisfaction. In this regards, the most successful way of recovering from any service failure is to make things right, eliminating the cause of dissatisfaction with the initial service.
format	Thesis
qualification_level	Master's degree
author	Ahmad Zahudi, Ahmad Zaffley
author_facet	Ahmad Zahudi, Ahmad Zaffley
author_sort	Ahmad Zahudi, Ahmad Zaffley
title	Transformation of taxi industry: the establishment of Service Level Agreement for taxi licence holder / Ahmad Zaffley Ahmad Zahudi
title_short	Transformation of taxi industry: the establishment of Service Level Agreement for taxi licence holder / Ahmad Zaffley Ahmad Zahudi
title_full	Transformation of taxi industry: the establishment of Service Level Agreement for taxi licence holder / Ahmad Zaffley Ahmad Zahudi
title_fullStr	Transformation of taxi industry: the establishment of Service Level Agreement for taxi licence holder / Ahmad Zaffley Ahmad Zahudi
title_full_unstemmed	Transformation of taxi industry: the establishment of Service Level Agreement for taxi licence holder / Ahmad Zaffley Ahmad Zahudi
title_sort	transformation of taxi industry: the establishment of service level agreement for taxi licence holder / ahmad zaffley ahmad zahudi
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Law
publishDate	2015
url	https://ir.uitm.edu.my/id/eprint/21808/1/TM_AHMAD%20ZAFFLEY%20AHMAD%20ZAHUDI%20LW%2015_5.pdf
_version_	1783733775740436480

Transformation of taxi industry: the establishment of Service Level Agreement for taxi licence holder / Ahmad Zaffley Ahmad Zahudi

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