PMO Customer Expectation Assessment
This appendix presents the tools and templates used to systematically assess PMO customer expectations.
Expectation Assessment Framework
Customer expectations are evaluated across dimensions of: service quality, response time, communication frequency, expertise level, and value perception. The gap between expectations and current performance is measured for each dimension.
Assessment Tools
Surveys, structured interviews, and focus groups are the primary tools for expectation assessment. Results are used in service improvement prioritization.
Gap Analysis
Expectation-performance gaps are ranked from largest to smallest to determine improvement priorities. The largest gaps represent the areas requiring the most urgent intervention.
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