24th September 2000 at 20:23 #11147
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.