We promise! Customer charters expand guarantees

摘要

The AAMI case, heralding nearly 20 years of charter experience demonstrates how customer charters that were originally developed in the public sector can be effectively adopted in private organizations. The customer charter appears to deliver significantly more benefits to customers and an organization than traditional service guarantees. AAMIs charter process helped the organization's quality initiatives in a number of ways. It defined and focused on customers' most important needs and concentrated resources there. In doing so it created a sense of urgency about service priorities. It helped the organization understand the service-delivery process including controllable and uncontrollable variables and possible failure points such as human resources or outside-supplier quality. It helped to establish customer-satisfaction measures as key performance indicators and permitted errors to be tracked rather than rely on customer complaints, and finally, it provided a feedback loop for continuous improvement.