Table of Contents
Chapter Nine --- Customer Defined Service Standards
Functional Integration
Standardization
Formal Goals
Customer --- Not Company
Hard versus Soft Standards
Examples of Measures (Hard)
Examples of Measures (Hard)
Examples of Measures (Hard)
Examples of Measures (Soft)
Examples of Measures (Soft)
Service Encounter Sequences
Customer-Driven Standards and Measurements Exercise
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Importance/Performance Matrix
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