What is the final result of the service to be provided? At what point does the service begin, and what signals its completion? What is the maximum waiting time that a customer will tolerate?

Process Improvement principle from Total Quality management taken into consideration, and need to identify a familiar process to your daily working life with analysis of this process from customer perspective.
Additional to include:
Process Mapping
Are capacities of each step in balance; that is, do bottlenecks exist for which customers will incur excessive waiting time?
What skills, equipment, and tools are required at each step of the process? Should some steps be automated?
At which points in the system might errors occur that would result in customer dissatisfaction, and how might these errors be corrected?
At which point or points should quality be measured?
Where interaction with the customer occurs, what procedures and guidelines should employees follow to present a positive image?
Key Questions for Service process design:
What service standards are required to be met?
What is the final result of the service to be provided?
At what point does the service begin, and what signals its completion?
What is the maximum waiting time that a customer will tolerate?
How long should it take to perform the service?
Who must the consumer deal with in completing the service?
What components of the service are essential? Desirable? Superfluous?
Which components can differ from one service encounter to another while still meeting standards?