Perhaps the best way to ensure quality is through a work review program where supervisory personnel review the quality of the work performed. These are formal programs that when properly conducted can provide valuable feedback regarding customer satisfaction and employee skills. A rating system is typically employed which recognizes the quality of the work and level of customer satisfaction. Finally, if a particular work activity is frequently being requested, it may be indicative of a multitude of problems. Remember, in the eyes of the customer, if it keeps breaking, it's because it was not fixed and therefore, is a maintenance responsibility.
Price is always a topic for debate.
Customers do not like surprises and they demand fair pricing. Admittedly, in most internal maintenance operations, the customers find out what it costs after the fact and not before. It is amusing that as private citizens, we would not have someone perform any work without having some idea as to what it might cost, and then, we may even attempt to mitigate or negotiate. Determining price performance is addressed largely by comparing the book rate versus the actual rate. The book rate is a quick comparison to the outside rate whereas the actual rate reflects utilization and rate.