Chapter 9: Customer-defined service standards

Question 1

Service Standards

Answer 1

Set service quality standards and goals for the organization.

Question 2

Standardization

Answer 2

Standards establish strong guidelines for technology and employees in order to ensure consistency and reliability.

Question 3

Hard Customer-defined Service Standards

Answer 3

Things that can be counted, timed, or observed through audits are know as hard standards this includes. delivery time. response time.

Question 4

Soft Customer-defined Service Standards

Answer 4

Those that must be documented using perceptual data; opinion-based measures and cannot be directly observed.