Service Design - Design of the extended service chain

Service design must take into consideration all contacts and transactions between service providers and their customers (moments of truth), from moments of truth to get information via web or with a sales person, to moments of truth once the service has been acquired and used.
A-CCI has developed a Quality Function Deployment for Service approach which is aimed to design an extended service chain capable of generating total customer satisfaction, or, like we say, zero-defect service chain. A-CCI's Quality Function Deployment for Service is an interfunctional design management approach, which involves Marketing, Operations, Sales, HR and all support functions of service companies.
Questions that can be answered using A-CCI's approach are the following:

• Which are the most important service attributes with high impact on customer latent needs?
• How we are positioned against our competitors on those service attributes?
• Which are the internal leading indicators with the highest impact on the most important service attributes?
• Which are the metrics to be used to measure service attributes and internal leading indicators?
• Which are the threshold values of each leading indicator in order to avoid service defects?