Processes are in place which document the number of customer requests denied (such denials drive process reviews of internal processes to streamline and make 'friendly' the customer order management process).

Communication systems are in place (such as telephones, faxes, e-mail, etc.) which allow prompt and professional handling of enquiries.

Customer service personnel have ready access to documented concise information to key processes which help give good customer service.

Customer service processes are documented, visible and effective.

Benchmark visits are utilized to identify 'best practices' continually to improve processes.

Orders are received and acknowledged in the shortest possible time, consistently. Ideally real-time receipt/acknowledgement is the goal.

Guidelines are in place to ensure prompt responses to both enquiries and new product orders.

Order entry accuracy is measured and targets/objectives are defined.

Discrepancies are resolved, or at least resolution of an issue is closed from the customer perspective, promptly and within specified measured parameters.

A downward trend is evident in the cycle times to reply to customer orders and enquiries.

The customer order management service allows the customer to communicate in his or her own language (i.e. if the customer prefers to speak German, the service should have the capacity to communicate in German. Or the customer is able communicate using his part numbers).

Processes are regularly audited to ensure that the customer is receiving a consistent service.

A documented process is in place, with evidence of adherence, which provides a prompt resolution for discrepancies (i.e. shipping...