What is the commitment to meet specific service standards set by an organization?

What is the commitment to meet specific service standards set by an organization?

• A. Service-Level Agreement (SLA)
• B. Customer Relation Management
• C. Quality Assurance Standard
• D. Performance Benchmark

Answer: (A)

The commitment to meet specific service standards set by an organization is known as a Service-Level Agreement (SLA). An SLA typically outlines the expected level of service, detailing specific metrics such as response times, availability, and performance criteria that the service provider agrees to meet. This formalizes the expectations between the parties involved, providing a clear understanding of the obligations and responsibilities regarding service quality. The significance of an SLA lies in its role in ensuring accountability and clarity, both for the service provider and the customer. It serves as a reference point for measuring service performance and helps in resolving disputes that may arise regarding service deliverables. In contrast, Customer Relation Management focuses more broadly on managing customer interactions and relationships, Quality Assurance Standards pertain to maintaining quality in processes or products rather than service specifications, and Performance Benchmarks are standards used to measure efficiency and success but do not specifically define service commitments like an SLA does.

The commitment to meet specific service standards set by an organization is known as a Service-Level Agreement (SLA). An SLA typically outlines the expected level of service, detailing specific metrics such as response times, availability, and performance criteria that the service provider agrees to meet. This formalizes the expectations between the parties involved, providing a clear understanding of the obligations and responsibilities regarding service quality.

The significance of an SLA lies in its role in ensuring accountability and clarity, both for the service provider and the customer. It serves as a reference point for measuring service performance and helps in resolving disputes that may arise regarding service deliverables. In contrast, Customer Relation Management focuses more broadly on managing customer interactions and relationships, Quality Assurance Standards pertain to maintaining quality in processes or products rather than service specifications, and Performance Benchmarks are standards used to measure efficiency and success but do not specifically define service commitments like an SLA does.