Key Step

Brief Description

1

Research

Methods of understanding customers’ needs and expectations, target markets and competitive activity.

2

Service Concept

The Overall Service Promise to the Customer

3

Business Goals

Aims and Objectives for financial, marketing and operational achievement

4

Service Standards

Written procedures which underpin the service plan and ensure that staff know what is expected of them to deliver the service promise consistently

5

Processes and procedures

The written procedures which underpin the overall service plan

6

Service Planning

The plan that ensures that all critical stages in an operation have been identified and can be implemented

7

Resources

The resources that are required to deliver the service standards

8

Education and Training

The training that is necessary to ensure that a;; staff are capable of delivering planned and agreed service standards

9

Service Delivery

The way of checking that the service promised to the customer is being delivered

10

Service Performance Assessment

The ways that service delivery and performance are assessed

11

Process Improvement

How problem areas are identified and corrected

12

Customer Service Improvement

Identifying ways of improving standards and using innovation for development and growth