PPT Slide

Figure 9-3

Process for Setting

Customer-Defined Standards

1. Identify Existing or Desired Service Encounter Sequence

2. Translate Customer Expectations Into Behaviors/Actions

4. Set Hard or Soft Standards

5. Develop Feedback

Mechanisms

7. Track Measures Against Standards

Measure by

Audits or

Operating Data

Hard

Soft

Measure by

Transaction-

Based Surveys

3. Select Behaviors/Actions for Standards

6. Establish Measures and Target Levels

8. Update Target Levels and Measures