Why is standardization and quality control difficult to manage throughout the service delivery process?

Answer 1

Actually, it isn't difficult. Standardization comes from documenting procedures. Managing quality comes from establishing good performance metrics. So, for the standardization portion .... (1) identity what the process really is, (2) identify steps within the process, (3) document the steps, and (4) training everyone using the procedures. For managing quality, the standardization is a first step. Within each of these individual steps, identify control points -- things to measure. And, measure them.