Each of these three areas has an internal component and an external component. The internal component deals with the way the company acts within its own four walls. The external component deals with the way the company acts in the marketplace. You must be excellent in all three areas in both components to achieve excellent customer service. Let's take a look at each focus area.
Processes are sequences of activities that take input, add value, and create output.
Customer-friendly processes assure products are designed to meet the customer's needs and wants. Customer-friendly processes are streamlined and have the shortest possible cycle time. All non-value activities are eliminated. To assure ongoing excellence, customer-friendly processes should be continually measured to assure they produce verifiable, accurate results. Well-designed measurements are critical to continuous improvement.