Standard: LUL - G-292
DEVELOPING CUSTOMER-FACING REQUIREMENTS IN COMPANY STANDARDS
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This guidance note is an aid to the development and revision of all customer-facing standards [sometimes known as Customer Service Delivery Standards], irrespective of Directorate ‘ownership', proposed or extant. Most customer-facing requirements are in standards owned by Marketing & Planning, but some are in joint standards, while some may be owned by others. Customer-facing standards are developed around these organising themes ["customer service delivery areas"] -
• Access and Interchange
• Amenities and facilities
• Customer relations
• Customer information
• Train service
The note provides general guidance about ensuring that a customer-facing standard is in fact customer-focused, with attention drawn to some ‘tools' available to assist in a standard's development, including
• Market Research – (Customer Insight)
• Business Case Development Manual
• the Brand model.
The purpose of this guidance note is to support the development of customer-facing requirements in London Underground standards1. It supports delivery of clauses 126.96.36.199 and 3.2.11[d] of the Company's "Standard for Standards" [2-05301-005].
This guidance note also supports a number of Company policies including those in these groups –
• delivery to our customers
• planning for the future and
• managing our business
The guidance is to assist the developer of customer-facing standards in ways that support the Company's customer service delivery aims and the Company brand.
1 Referred to as "customer-facing standards" throughout this guidance note.
|Organization:||London Underground Library|
|Most Recent Revision:||YES|
Standards That Reference This Standard
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