Reporting (1)

• Efficiency:
  • Productivity:
    • # staff per period
  • Value add:
    • First line resolution
  • Knowledge mgt:
    • # knowledge base hits
  • etc…

• Effectiveness:
  • Timeliness:
    • Resolution time
  • Accuracy:
    • % correct resolution
  • Quality:
    • % solved within SLA
  • etc…

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Explain difference in efficiency and effectiveness. What generic metrics can they come up with?