Figure 1. Phases and Steps in Life-Cycle Management of Service Standards

• Phase 1 - Establish Service Standard Priorities
  • Step 1. Take Stock of Existing Initiatives
  • Step 2. Connect to Organizational Priorities
• Phase II - Plan and Develop Service Standards
  • Step 3. Develop Service Standards
  • Step 4. Assess Monitoring Capacity
  • Step 5. Validate Proposed Service Standards
  • Step 6. Determine the Performance Methodology and Measurement Framework
• Phase III - Implement Service Standards
  • Step 7. Establish and Implementation Plan
  • Step 8. Determine if New Systems or Processes are Necessary
  • Step 9. Train Staff and Service Delivery Partners
  • Step 10. Communicate Service Standards
• Phase IV - Measure Performance Against Service Standards
  • Step 11. Measure Performance
  • Step 12. Evaluate Findings and Report to Senior Management
  • Step 13. Publish Results for Clients
• Phase V - Act on the Results
  • Step 14. Determine Course of Action
  • Step 15. Implement Required Changes

Source: Guideline on Service Standards

Return to Figure 1. Phases and Steps in Life-Cycle Management of Service Standards