Your services range from Enterprise Architecture (EA), Information Assurance (IA), Internet Development (ID), etc. Each of your customers expects to get a prompt service, regardless of how much they are willing to spend. Whatever you do to insure that the expectations of your customers are met must be measurable. If you would like to insure that 100% of your customers receive prompt service, then you must be able to measure it through feedback provided by the customers, and or through observation. Then, you will have to validate the measures, using parameters that inborn to the business.