Question

After establishing the specific time frames defining responsiveness for various company processes, which step in the process for developing customer-defined standards was American Express addressing?

a) Gathering customer opinions
b) Setting standards
c) Collecting feedback
d) Refining standards

Answer 1

American Express was setting standards after determining specific time frames for responsiveness, aligning them with customer expectations, expert advice, and analysis outcomes.

Step-by-step explanation:

After establishing the specific time frames defining responsiveness for various company processes, American Express was addressing the step of setting standards in the process for developing customer-defined standards. This step focuses on using the gathering information from customers and stakeholders, along with finding expert information and conducting a root cause analysis to establish clear benchmarks or criteria that the company aims to achieve in its service delivery or product quality.