200915 Lecture Notes - Lecture 2: Service Design
Week 2-Service standards-
customer defined standards-IRDF
identify existing or desired service encounter sequences
translate customer expectations into behaviours
develop measures –kpi
feedback on performance
standards-specifying what objective are and when to achieve them
e.g)delivers by Wednesday, return calls in 2 hrs, know strength of competitors
Hard standards-things that can be counted, timed and observed through audits (time,no .of
events)
Soft standards-opinion based measures that can’t be observed and must be collected by talking
to customers (perceptions,beliefs)
Convinience-empathy,reliability
quality of work performed-reliability
-making u feel comfortable-empathy
willingness to satisfy u- empathy
friendliness of staff-empathy (nice staff or who make customer feel good-empathy)
clean waiting area-tangiblity
