Bringing Service Standards to Life

Document Type

Contribution to Books

Publication Date



This case study describes the efforts of performance consultants to improve the extent to which staff and volunteers at a nonprofit agency performed according to their customer service standards. After providing background information about the organization and its service standards, the case study describes the existing performance gap regarding the standards and the consultants' response to the client's initial request for training. The case study describes the performance analysis the consultants conducted, including the gap analysis, organizational analysis, environmental analysis, and cause analysis. The case study also describes the task analysis that the consultants conducted using the critical incident technique. The case study concludes with a description of how the consultants created the resulting training, and the effect of the training on the sponsoring organization.