TASK 1D. Ensure plans achieve the quality, time and cost specifications agreed with customers.

Scenario: As you have finished the planning and assessing part of meeting customer requirements, you have decided to verify your systems, action plans and procedures against the requirements of customers. You have discussed with several internal and external customers inside the store to get vivid feedback. Majority of the customers are happy about the processes and systems that you have planned in your previous tasks, but their concern is whether these plans and processes will meet the time, quality and cost requirements in implementing them. Even your Store General Manager has mentioned you about this concern.

You have now decided to ensure that all the plans and procedures you have previously developed will achieve those benchmarks by creating a mapping matrix for monitoring and management purposes. One sample provided as reference.

MAPPING MATRIX FOR SERVICE IMPROVEMENT PLANS
PLANS / SPECIFICATIONS	Timeframe	Cost	Quality
Complaints Record keeping (Develop a complaint and feedback form).	Effective from next week. All customer complaints to be recorded.	No direct costs. Some refund and replacement costs on case by case basis.	Details of complaints, customer details, picture or other forms of evidence of the product or service.
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