Question: Hard Standards And Measures Things that can be counted, timed, or observed through audits (time, numbers of events) Soft Standards And Measures Opinion-based measures that

Hard Standards And Measures

Things that can be counted, timed, or observed through audits (time, numbers of events)

Soft Standards And Measures

Opinion-based measures that cannot be observed and must be collected by talking to customers (perceptions, beliefs)

Question: Why is it important to have a mixture of both hard and soft standards? Both have types have advantages and disadvantages. Please explain how they should be used in service delivery.

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