2. The Funding Mechanism: Plan to pay the excellence. The funding mechanism take four basic forms. Two are ways of having the customer pay, and two cover the cost of excellence with operational savings. Below are the four ways listed :
2.4: Have the customer do the work:Put the cost back in the customer’s court by offering self-service. If a self-service option is truly preferable, customers should be willing to take on the work for nothing.
4. The Customer Management System: In a service environment,the customers themselves can be involved in operational processes, sometimes to a very large extent, affecting the cost and quality of service delivered.