Question

Elaborate on how to identify service standards and best practice models? ( mentioned manuals and identify where to find the best practice models? website address as so on)

Answer 1

Service standards are derived from the customers' needs, their present state of fulfilment, customers' aspirations and constraints within the industry that hinder further improvement than a limit. The standards are set by the industry players, so as to provide the highest quality that creates maximum value for the customers and exceeds their expectations from the service, under constraints. Service standards are also influenced by the competitive activity and level of performance by the existent industry players.

Best practice modes are the set of practices adopted by the leading industry players which have defined the standards of service and achieved a place of distinction for themselves in the marketplace by attracting and retaining higher number of customers through superior service that exceeds their expectations and have commanded a good market share.