Taking these techniques in turn, a number of ways to add value can be identified. The first and most obvious is by benchmarking your service. As already discussed in Chapter 1, knowing where you stand against the industry and peer groups in your sector is vital operational knowledge and you should use benchmarking to check both the cost and the quality of your service against best-practice data. This will tell you what needs to change as well as what doesn’t; assuming that you are prepared to modify your costs or service quality to align with the results of such benchmarks, then you will have something that can be publicized. Benchmark data are of little use on their own, and using such data to show that you are as ...

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