The application form and related documents have now been signed and forwarded to the lender for approval. Philip and Jennifer have agreed that you will keep their solicitor informed of progress if/when the loan is approved. (a) To improve your service delivery standards and ensure you are communicating effectively with Philip and Jennifer for the remainder of your interactions with them, you thought this was an appropriate time to review your client service standards. Refer to the 'Example of an organisation's policies and procedures' document in the Toolbox under the section 'client service standards'. What evidence would you consider in your review of the service delivery standards? (b) Considering organisational policy and procedure, how would you document the improvements and to whom in your organisation might you submit your review of the standards? (100 words)