Tag Archives: Quality
Complaints not resolved on first call
Definition:
Number or percentage of complaints that have not been resolved after the first call of the complaining customer. This is a measure for the effectiveness and knowledge of the call agents. It is important to make sure that complaints that are registered as resolved are really resolved, best accorded by the customer.
Calculation:
Sum of unsolved complaints that is not resolved after the first call
This KPI is measured as: Number (amount Of Units, Rating, Etc)
Interpretation of results: Lower Is Better
Strategic objective:
Retention of customers/minimize negative comment in the marketplace
Number or percentage of complaints that have not been resolved after the first call of the complaining customer. This is a measure for the effectiveness and knowledge of the call agents. It is important to make sure that complaints that are registered as resolved are really resolved, best accorded by the customer.
Calculation:
Sum of unsolved complaints that is not resolved after the first call
This KPI is measured as: Number (amount Of Units, Rating, Etc)
Interpretation of results: Lower Is Better
Strategic objective:
Retention of customers/minimize negative comment in the marketplace
Quality problems
Definition:
Quality problems detected during product audits in the field
Calculation:
sum of quality problems
This KPI is measured as: Number (amount Of Units, Rating, Etc)
Interpretation of results: Lower Is Better
Strategic objective:
Long-term relationship with profitable customers
Quality problems detected during product audits in the field
Calculation:
sum of quality problems
This KPI is measured as: Number (amount Of Units, Rating, Etc)
Interpretation of results: Lower Is Better
Strategic objective:
Long-term relationship with profitable customers
Cost of quality correction
Definition:
Cost of quality correction—rework, rejects, warrantees, returns and allowances, inspection labor, and equipment, complaint processing costs
Calculation:
Sum of costs of quality correction
This KPI is measured as: Financial Value (e.g. €, $)
Interpretation of results: Lower Is Better
Strategic objective:
Efficient operations
Cost of quality correction—rework, rejects, warrantees, returns and allowances, inspection labor, and equipment, complaint processing costs
Calculation:
Sum of costs of quality correction
This KPI is measured as: Financial Value (e.g. €, $)
Interpretation of results: Lower Is Better
Strategic objective:
Efficient operations
