Part 4 Ch9 Customer-defined Service standards

Question 1

Chapter 9 is for provider 2 - standardization

Question 2

The Art of Standardizing

Answer 2

• How can customer expectations be translated into specific service quality standards?
• To what extent is it possible to standardize services?

Question 3

Why Develop Standards?

Answer 3

1. Helps customers evaluate the service.
2. Increases service reliability – “do it right and do it on time.”
3. Allows measurement of specific service aspects.

Question 4

Standardisation of Service can
take three forms:

Answer 4

1) Technology-driven,
2) Improvements in work methods
3) Combination of both

Question 5

Customization

Answer 5

Tailoring services to individual needs, like when a doctor personalizes treatment for a patient.

Question 6

Standardization

Answer 6

Having set rules and standards for routine services, ensuring consistency in delivery, like in some administrative processes.

Question 7

Effective Service Standards

Answer 7

• Specific: Clearly defined and unambiguous.
• Measurable: Quantifiable criteria for assessment.
• Attainable/Actionable: Achievable and can be acted upon.
• Repeatable: Consistently applicable over time.
• Time-Bound: Set within a defined timeframe for evaluation.

Question 8

Hard Standards in Service

Answer 8

• specific, quantifiable criteria that are focused on service reliability
• Examples: On-time deliveries at 97%, immediate assistance for first-time call-center callers at 90%.
• Measurable: Can be counted, timed, or observed through audits.
• Focus: Emphasizes specific, measurable outcomes.

Question 9

SOFT STANDARDS

Answer 9

• perceptual data and opinion-based measures that cannot be observed directly.
• Example: Gathering feelings towards the service (e.g., angry, joyful, relaxing) through customer interactions.
• Nature: Opinion-based
• Focus: Primarily on person-to-person interactions

Question 10

One-Time Fixes

Answer 10

• Quick solutions that companies put in place to meet specific needs or resolve issues for customers promptly.
• Purpose: To address customer requirements immediately and improve overall satisfaction.
• Tailoring solutions to individual customer requirements

Question 11

Setting Customer Standards:

Answer 11

• Observation: Analyze various service encounters to understand customer experiences.
• Precision: Clearly define and measure specific human behaviors
• Focus Areas: Include performance aspects that require improvement or maintenance.
• Employee Involvement: Cover behaviors and actions that employees can enhance.
• Acceptance: Ensure that employees accept and understand the standards.
• Proactivity: Emphasize predictive standards over reactive ones.
• Realism: Be challenging yet realistic in setting expectations for employees.