Just a thought, from RESULTS ORIENTED
How good is the quality from your service providers?
Nobel Laureate Michael Spence refers to questions of knowledge where "the buyer knows less about the product than the seller". This is typical in a service environment. The article talks about the impact of falling prices forcing quality providers to withdraw from the market. This causes the average quality to fall, so the prices fall, so the quality falls......
Who do you have working for you? The A-Team, the Farm-Team or do you know?

Good News: In your SLA, you can specify the people, or specify people with set professional designations, that must provide the service.

Source: Based on an article on 'Signaling' from the UofT's Rotman Magazine, Winter 2003