Which document outlines the quality expectations for occupant services?

The service level agreement (SLA) is a crucial document that explicitly outlines the quality expectations for occupant services. It serves as a formal agreement between service providers and clients, detailing the expected standards of service, performance metrics, and responsibilities of each party involved. By clearly defining expected outcomes, the SLA helps ensure that occupants receive services that meet predetermined quality levels, such as response times, availability, and overall service performance.

In contrast, a balanced scorecard (BSC) is a strategic planning and management tool that provides a framework for monitoring organizational performance across various perspectives, such as financial, customer, internal processes, and learning and growth. While it can include service quality indicators, it does not specifically focus on the quality expectations for occupant services in the same detailed manner as an SLA.

A standing work order is a type of work order that facilitates ongoing maintenance tasks or projects of a repetitive nature. It outlines procedures but does not set quality expectations or service levels for occupants specifically.

Job descriptions typically define the roles and responsibilities of individual positions within an organization. While important for ensuring staff understand their duties, they do not detail the quality expectations for services provided to occupants. By focusing specifically on the standards and performance metrics regarding occupant services, the SLA is essential for fostering