In the case of standardization of output, continuity of competitiveness of the service delivery is not achieved at the level of the delivery process itself, but rather at the level of the result of the delivery process, This is possible if the service company succeed in explicitly and clearly expressing the service concept in terms of results produced for the customer. In this approach, ‘service quality’ is described in terms of criteria that will be used to assess the performance of the service delivered and in terms of norms to be achieved in order to judge the quality to be ‘good’ or ‘competitive’. Take, for instance, the maintenance of lifts: the maximum duration of breakdown allowed or the intervals between lift failure and repair can be agreed. How to organize the service delivery process is a challenge for the provider and as such not stipulated within contracts (see also chapter 9)