Step 1: Use customer Experience Data to Flag Problems and Confirm Findings

Step 2: Select Measures, Decide What Should be Measured, Examine

Data Gathered in Step 1, and Develop New Measures as Needed

Step 3: Set Goals for Improvement and Write an Action Plan

Step 4: Implement the Actions for Improvement

Step 5: Assess Progress in Achieving Goals and Refine the

Intervention

Step 6: Monitor Performance for Several Time Periods to See if the

Improvements Stick

Deliverables

A compressive report that outline the following

1. The Introduction
2. Project objective
3. The current situation
4. The propose situation
5. Recommendation and conclusion
6. References