• Establishing the correlations matrix
• Performing a technical competitive assessment
• Setting desired target values to achieve customer
satisfaction
• Analyzing the HoQ
The prioritized service characteristics are transformed
to the next phase.
Phase II: Process control characteristics matrix.
This phase links the service characteristics identified
in Phase I to the service process elements that will
satisfy the customer requirements. In this phase,
the measurable or quantifiable characteristics will
be defined for each service characteristic and prioritized
from the HoQ to develop the process control
characteristics matrix. This matrix will include
service process characteristics, measurement units,
measurement scales, and target values. Some of
these characteristics are application dependent.
Phase III: Action plans matrix.
This phase links the service process elements to
the service quality control parameters that need
to be monitored to ensure customer satisfaction.
An action plan is developed for each of the critical
process characteristics that are identified in Phase
II. All the action plans will result in an Action
Plans Matrix. All action plans will be measurable
to allow maintaining control of critical service
characteristics and consequently attaining customer
satisfaction goals (that is, target values). The following
section explains in detail how the three
phases were developed.