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Reply To: Performance Measurement

#11147
John Seddon
Guest

COPC is c***p. I heard last week on the grapevine that Microsoft has backed away from it. And for the right reasons. It emphasises the wrong measures.

While managers of call centres are pre-ocupied with calls per agent per day, the real causes of costs remain unseen.

See my articles at http://www.lean-service.com for a fuller explanation.