Service Level Agreement (quality)

There are several examples of SLA's on this web site.
Main items:
define and describe the service required in understandable terms for the user. Agree on the definition(s).
define and agree on how this services can be measured "objectively" (time, duration, number of events)
try to avoid subjective ratings and if you need them use them sensibly.
establish reporting procedures and escalating procedures, the latter not so much as punishment but as management tool.

Good luck

In any MIS Dept of a company, it is really difficult to control the requirements from the end user deptsm as the feeling is that the IT Dept is there to do what they want

To be successul, you have to really document all down and then for all chages requested implement a change request process where in the requested has to take the approval and explain the need for the requirement to his or her dept. head.

Also you shall have to be clear that once the things are frozen, no changes shall take place with out approval.

A overall project plan has to be created and this has to be owned by the user Dept. So any slipages in the project is actually their responsibility. With this you shall see miracles happening

Rgds
PM