Here you will describe in overview why Customer Service is important to the enterprise you are researching and in overview how they assess whether they are fulfilling their targets in this area. You should also identify how their customer service metrics link to their overall organizational quality policy.
You will discuss how they go about defining quality of service.
How do they identify and rectify quality gaps? What data around the “Voice of the customer” do they collect and how do they use it in Quality Function Deployment? How do they identify cost of quality and the recovery methods from poor service?
What methods do they use to assure that their product or service is of a quality standard? Here you may look at the standards they wish to achieve and the measures they use to assess this. You should discuss how the Baldridge Self Assessment method could work for them, if they are not using something similar. You should identify where possible the metrics and targets used in this assessment.
