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1. Suppose your organization has concerns about its Customer Service function. Specifically, management believes that the people in Customer Service are competent and motivated, but there are problems elsewhere in the system (hardware, software, data, and procedures). Whatever changes your organization implements through business process re-engineering, you will want to measure success using key performance indicators (KPIs).

Example Customer Service processes include (1) answering a support question, (2) providing the status of an order, (3) making a change to an existing order, (4) canceling an order, (5) completing an order that was started online, and (6) closing a customer’s account. (12 points, 3 points each)

1. Choose one of the Customer Service processes above. What is an example of efficiency that applies to that process?

1. What KPI might measure the efficiency of the Customer Service process in part a?

1. Choose one of the Customer Service processes above (can be the same or different as the one in part a). What is an example of effectiveness that applies to that process?

What KPI might measure the effectiveness of the Customer Service process in part c?