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User's Challenge

「We want to eliminate variations in service quality.」

I am a quality management director at a service company with 600 employees operating 50 stores nationwide. Service standardization is a challenge, as service quality varies by location, which is affecting customer satisfaction. I want to advance operational standardization.

Selected Approach

Service Process Standardization Framework

Problem Analysis

Visualize operations at each customer touchpoint, identify the causes of variation, and prioritize standardization efforts.

With 50 stores, it is difficult to standardize all operations at once. This approach is optimal as it focuses standardization efforts on the touchpoints that have the greatest impact.

Other Candidates:Store Operation Improvement (ECRS) Matrix·Service Quality Gap Elimination Sheet
01

Identify Service Processes

Visualize the series of customer touchpoints experienced when using the service in sticky note format, and clarify the targets for standardization.

Identify Service Processes - Canvas

AI Insight

Key findings from this step

02

Determining the Priority of Standardization

Visualize the current variation in each process and its impact on customer satisfaction, then identify items that should be prioritized for standardization.

Determining the Priority of Standardization - Canvas

AI Insight

Key findings from this step

03

Establishment of Standard Operations and Checkpoints

For high-priority processes, define concrete "standard operations" to reduce variations across stores and "checkpoints" to verify that these operations are being executed.

Establishment of Standard Operations and Checkpoints - Canvas

AI Insight

Key findings from this step

Summary and Next Steps

OtherManagerOrganization & Team BuildingSMB (31-300 employees)
1/17/2026

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