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CHECKLIST

GUIDELINES FOR DEVELOPING SERVICE STANDARDS


Here is a checklist for you to follow when developing or evaluating your own service standards:


Are they stated clearly and completely in writing?  (When you state your standards in writing, it shows you are serious about their implementation.)

Do you have a method to keep the service standards constantly in front of the employees whose job it is to deliver those standards?  (This is a good place to have lots of posters, signs, and coffee mugs and buttons to remind everyone of the standards, especially at moment of customer contact.)

Are they observable and measurable?  (Only what you can see, hear or measure can be stated as behavioral standards.)

Are they able to be attained by the majority of the employees? (Impossible goals will just decrease morale.)

Were they developed by a team of employees, management and customers?  (If you do not include the front C line employees, you run the risk of not getting buy in from them because goals are unrealistic.  It is also a good idea to include customers so that you can be sure the standards satisfy your customers expectations.)

Do they come as close to perfect as is possible in your environment?

Do they have the unequivocal support of top management and contribute to your organizations goals and mission statement?

Do you have a feedback system to help judge when a standard is found to be unrealistic or unworkable?  (In cases like this, the standard should be changed and all employees notified of the change.  Again, it is best to take a team-decision approach when adding to or changing the standards.)

Do you have some kind of disciplinary action for when the standards are not met?  (You need to let employees know that meeting and exceeding these standards is an important part of their job.)

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