RE: Statistical Analysis

["John Constantine" <thesfg1@cox.net>]

I've have upon occasion dealt with call centers. Often the pressure
had been to minimize time spent on the particular call, with a target
average length expected to be met by all CSR's. Some exceeded the
average line, others didn't stay employed very long. Charts
everywhere...but very little understanding.

I recall one such center, Gateway...shut down and no longer in
business. You can find the same sort of thinking in any franchise
operation in America, using similar metrics.

Give me flowcharts, run charts, fishbones and commitment, and a little
time...performance is not what you may think it is. Suggest a
re-reading of Red Beads.

Regards,
_________
John Constantine
Cave Creek, AZ
thesfg1@cox.net