Setting service standards

Obviously if service performance is to be controlled then it must be against predetermined standards. 

Ultimately the only standard to be achieved is 100 per cent conformity to customer expectations. This requires a clear and objective understanding of the customers requirements and at the same time places an obligation upon the supplier to shape those expectations. In other words there must be a complete match between what the customer expects and what we are willing and able to provide. This may require negotiation of service standards since clearly it is in neither party s interest to provide service levels that would lead to a long-term deterioration in profitability - either for the supplier or the customer. 

What are the customer service elements for which standards should be set  

To be effective these standards must be defined by the customers themselves. This requires customer research and competitive benchmarking studies to be conducted so that an objective definition of customer service for each market segment may be identified. 

This is the elapsed time from customer order to delivery. Standards should be defined against the customer s stated requirements. 

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It lets you leverage standards. Because component technology implies a base set of standards for infrastructure services, a large application can leverage these standards and save considerable effort as a result. 

The specific policy that sets the standards for federally funded research was revised in 1991 and includes specific policies for research in children (U.S. Department of Health and Human Services [DHHS], 1991a b). The main requirements of the policy include the necessity of having research protocols and consent forms ap-... 

Cylindrical tanks for the storage of inflammable liquids above or under ground at near atmospheric pressure are subject to standards of Underwriter Laboratories or of the API. Underwriters covers some smaller sizes. Both sets of standards are restricted to steel construction for essentially noncorrosive service. Various manufacturers supply Underwriter or API tanks as a matter of course. 

It is now common practice for many vendors to publish and promote their own field servicing standard, either as a stand-alone set of procedures or as part of ISO 9000 series quality standards. Since a water treatment program can so easily fail through inadequate control from the responsible field representative, such documents lay out the minimum acceptable standard for field servicing. The standards will identify the frequency of site visits and what work has to be undertaken by the field representative during each visit. 

Zealand, was established in 1983 and is the trading name of the New Zealand Biological Producers and Consumers Council Inc. Bio-Gro services organic production systems and its key functions include setting of standards, inspection and certification, promotion of the Bio-Gro trademark and promotion of research and development. To better service the massive growth experienced in the last 2 years, Bio-Gro recently subcontracted inspection services to SGS International. This has necessitated a steep rise in fees for licensees. In 1999 Bio-Gro gained IFOAM certification which has helped facilitate market access into Europe though there are still some issues to be resolved (see section 13.2.5). 

Distribution is the set of activities involved in storing and transporting goods and services. The goal has been to achieve the fastest throughput of merchandise at a distribution center with minimal cost. These efforts are measured by intern standards with very little involvement by manufacturers/ vendors and consumers. The service standards are typically set by pursuing efficiencies, not necessarily making sure that consumers have what they want, when and how they want it. 

To enable evolutionary development along the enterprise capability roadmap, all organizations must be guided by a stable enterprise architecture, adhere to a common set of standards, and deliver advertised services that perform to defined service-level agreements. The board of directors can serve as an effective mechanism to ensure the adoption of the enterprise architecture and common standards. The loose coupler strategy discussed previously makes it easier to reach agreement on these common foundational elements. Limiting the need for universal... 

The limit states design standards usually include a standard (or set of standards) specifying the design loads and load factors to be used and often also the analysis techniques to be used a standard (or set of standards) specifying the component strengths and resistance factors to be used and standards recommending appropriate serviceability levels. 

Establish standards/labels for specific biobased products involving all relevant actors by analysing the potential of biobased products standards/ labels, launching a mandate to CEN, in cooperation with EC services developing standards/labels, including cost-effective assessment criteria and procedures, building upon the current work of the European platform on LCA proposing a first set of standards... 

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