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Table of Contents
1.0 Introduction
1.1 The
Role Of Service Standards
1.2 Outline Of Literature Review
2.0 What are
Service Standards
3.0 How to
Develop a Service Standard
4.0 Issues Related
to Development and Implementation of Service Standards
5.0 Metrics -
Issues/Hurdles/Barriers Related to Monitoring and Measuring service Standards
6.0 Conclusions
Annex A -
Written Material and Websites Referenced
Annex B - Best
Practices - Service Standards
Australia - Service Standards for Health Insurance
Commission
United Kingdom - Service Standards for the Inland
Revenue Taxpayers
United States - Service Standards for the
Environmental Protection Agency