Imagine you are the manager of an electrical contracting company that does repair work, remodeling and new construction for homeowners. You understand that you need to set customer-defined standards in order to close the gap between customer expectations and what your company is now delivering. List and define the two major types of customer-defined standards and give three examples of each.
What will be an ideal response?
The two major types of customer-defined standards are hard and soft.
Hard standards refer to things that can be counted, timed and observed through audits.
Soft standards are opinion-based measures that must be collected by talking to customers, employees or others.
Students should have a wide variety of examples. Some possible hard standards would be (1) on time for job, (2) job finished in pre-stated number of days or hours, (3) quick response time, (4) short lunch breaks, (5) needed materials ordered and delivered when promised and (6) no incorrect orders.
Some possible soft standards would be (1) employee courteous, (2) treated customer with respect, (3) quick resolution of problem, (4) neat appearance, (5) left work site clean, (6) knowledgeable and (7) following through on promises made.
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