Operations
Turnaround Time
How long you take to finish a task from the moment it arrives — a support ticket, a repair, an order.
Example
Cutting support TAT from 48 hours to 6 hours is often felt by customers more than a new feature.
Related terms
Lead Time
How long it takes from placing an order to actually receiving it. Longer lead times force you to hold more stock.
SLA
A promise to a customer about the level of service they will get — response time, uptime, delivery speed — often with penalties if you miss it.
Fulfilment
Everything that happens after a customer places an order: picking the item, packing it, shipping it and handling returns.
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