Operational Services Challenges: How we provide ongoing services, both to clients and internally.

• Proactively offer a diversity of mass-market services to meet the needs of market segments, of three types:....

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• Proactively offer a range of levels of service (i.e., price points, sometimes called silver, gold, and platinum services), including the following variants (attributes of the service that are subject to customer choice):....

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• Where a single decision on level of service must be made for all customers of a service, facilitate a consensus among representatives of the set of customers (equivalent to a Public Utilities Commission that regulates monopolies).

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• Make every reasonable effort to ensure the excellence of its services (goodness, not level of service), including the following attributes:....

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