Customer Service Measurement and Benchmarking

Customer Service Measurement and Benchmarking Standards for Excellence June 1999 Princeton, New Jersey Customer Service Measurement Page 2 rem associates Customer Service Measurement Page 3 rem associates VisionStrategyValueCreationObjectivesCSF sMeasuresMeasurement Definition ProcessVisionLonger-term direction where the company aspires to be, how and on what basis tocompete. The vision will form the blueprint for strategy Creation ObjectivesValue creation Objectives (VCO s) represent the dimensions along which value iscreated for the , patterns of actions, and overall perspectives that create and sustain sWhat needs to happen execute strategy Success Factors (CSF s) must be: Actionable Associated with Business Decisions Specific MeasurableMeasuresA unit of information, financial or non-financial, that provides meaningful feedback tostrategy execution and success towards the achievement of the CSF sVisionStrategyValueCreationObjectivesCS F sMeasuresMeasurement Definition ProcessVisionLonger-term direction where the company aspires to be, how and on what basis tocompete.

Customer Service Measurement Page 3 REM Associates Vision Strategy Value Creation Objectives CSF’s Measures Measurement Definition Process Vision

Tags:

  Services, Customer, Measurement, Associate, Benchmarking, Customer service measurement and benchmarking, Rem associates

Information