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Service Level Objective (SLO): objectives based on these indicators, like 99.95% availability; Service Level Agreement (SLA): contract based on these objectives; a sample clause may be "if availability is 99% to 99.95% in a given month, the customer gets 10% off their monthly bill". [5] SLIs form the basis of SLOs, which in turn form the basis ...
[1] An SLO is a key element of a service-level agreement (SLA) between a service provider and a customer. SLOs are agreed upon as a means of measuring the performance of the service provider and are outlined as a way of avoiding disputes between the two parties based on misunderstanding.
The output received by the customer as a result of the service provided is the main focus of the service level agreement. Service level agreements are also defined at different levels: Customer-based SLA: An agreement with an individual customer group, covering all the services they use. For example, an SLA between a supplier (IT service ...
Net promoter score (NPS) is a market research metric that is based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague. [1]
KPI information boards. A performance indicator or key performance indicator (KPI) is a type of performance measurement. [1] KPIs evaluate the success of an organization or of a particular activity (such as projects, programs, products and other initiatives) in which it engages. [2]
Quizlet was founded in 2005 by Andrew Sutherland as a studying tool to aid in memorization for his French class, which he claimed to have "aced". [6] [7] [8] Quizlet's blog, written mostly by Andrew in the earlier days of the company, claims it had reached 50,000 registered users in 252 days online. [9]
Overall labor effectiveness (OLE) is a key performance indicator (KPI) that measures the utilization, performance, and quality of the workforce and its impact on productivity. Similar to overall equipment effectiveness (OEE), OLE measures availability, performance, and quality.
The use of performance measurement system in company is very important, but is rarely used by Small and Medium Enterprises. [13] The use of KPIs as a strategy of management in achieving performance in line with different purposes of an organization, such as research management of a research institute, could be considered as a complex scenario ...