MARK270 Lecture Notes - Lecture 7: Organism, Wayfinding, Differentiator
Customer-Defined Service Standards:
• Factors necessary for appropriate service standards
• Types of customer-defined service standards
• Development of customer defined service standards
Factors necessary for appropriate service standards:
• Standardization of service behaviours and actions
o Standardisation usually implies a non-varying sequential process similar to the
production of goods.
o Customisation usually refers to some level of adaptation or tailoring of the process to
the individual customer.
• Formal service targets and goals
o Setting specific targets for individual behaviours and actions
Service standards:
Standards are based on the most important customer expectations and reflect the customers view
of these expectations.
Counting…
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"not everything that ounts an e ounted… and not everything that an e ounted ounts".
Examples of Hard Customer-Defined Standards:
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Examples of Soft Customer-Defined Standards:
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