Day 1: Service Standards and Measurement Design

Customer Expectations and Service Standards

• Identify customer priorities across journey stages
• Translate expectations into service-performance requirements
• Distinguish service promises from aspirational goals
• Draft standards with clear measurement points

Operating and Experience Indicators

• Measure time, accuracy, completion adherence
• Add satisfaction, effort, complaint measures appropriately
• Avoid reducing service quality to number
• Build a balanced service measurement card

Reliability of Service Quality Data

• Identify system survey and record sources
• Choose timing and samples reducing bias
• Review missing values and inconsistent definitions
• Prepare a documented service-quality dataset

Day 2: Gap Analysis and Root Cause

Complaint and Feedback Analysis

• Classify issue stage channel and cause
• Link customer feedback with service records
• Focus on recurring themes, not cases
• Build a complaint taxonomy

Pareto and Priority Setting

• Rank causes by frequency/business effect
• Avoid counts that ignore severity
• Select categories deserving deeper analysis
• Apply Pareto to a service dataset

Structured Root-Cause Analysis

• Map causal relationships behind the gap
• Test suspected causes with data/observation
• Separate individual mistakes from process-design weakness
• Write treatable causes with verification evidence

Day 3: Improvement Tool Selection and Result Measurement

Developing Improvement Design

• Choose changes targeting verified causes
• Define success measures using service indicators
• Consider spillover effects on other channels
• Prepare a limited pilot

PDCA in Service Operations

• Run change on sample or period
• Collect before-and-after data using one definition
• Adapt solution when results are insufficient
• Document the rollout decision

Service Quality Dashboard

• Present standard result trend and cause
• Connect deviations with actions and owners
• Add leading measures where valuable
• Design a monthly service-quality review page

• Service standards built from realistic customer expectations
• Pareto and complaint analysis identifying major gap sources
• Root-cause exercises grounded in service data
• A PDCA test comparing service indicators before and after change