Effective service delivery is not only the process of exchanging values, the performance of other supporting activities is even more important. Among these activities are provision of information and advice, responsiveness to customer needs, handling complaints and common courtesy. It is understandable, that all these activities are easier to perform when delivery is full – serviced or at least half- serviced. When participation of customer is increased the involvement of trained personnel is limited to minimum. In this situation customer must have access to information they need, way to express complains and give recommendation if they have one in their mind.
IN 1986, UCOPE set the general standard for passing by approving the AWPE Scoring Guide. There also is a regular annual procedure for applying these general standards to each new examination. From the pretest essays, the Universitywide Analytical Writing Placement Examination Committee assembles a set of papers representing the weakest to the strongest performance. Members reach their own consensus about the scores these papers should receive. They then provide this set of papers to UCOPE. At its March meeting UCOPE reviews these essays and decides independently on the scores. (In almost all cases both committees assign the same scores to the papers.) These essays and their UCOPE scores set the standard by which the chief reader and the room leaders choose essays from the May administration to exemplify the standards for all the readers who score papers in June.