The First Step in the Process of Developing Customer-Defined Standards

question 19

Multiple Choice

The first step in the process of developing customer-defined standards is to:

• A) Develop feedback mechanisms for measurement of standards
• B) Establish measures and target levels for standards
• C) Identify existing or desired service encounter sequence
• D) Decide whether hard or soft standards are appropriate
• E) Translate customer expectations into behaviors and actions for each service

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Definitions:

Fictitious Disorders

Conditions that are deliberately produced or feigned by individuals for psychological or other personal gains, not to be confused with genuine illnesses.

Sociocultural Factors

Elements of society and culture that influence an individual's behaviors, beliefs, and attitudes.

Illness Anxiety Disorder

A disorder characterized by excessive worry about having a serious illness, often with little or no medical evidence.

Cognitive-Behavioral

Relating to a type of psychotherapeutic treatment that helps patients understand the thoughts and feelings that influence behaviors, aiming to modify dysfunctional thinking and behavior.