Measurable

Ensure that hold times should not exceed the threshold of 3 mins and Resolutions provided to the customer should address the current customer concern and address any future or potential issues thus hitting a “yes” on the quality guidelines.

Improve FCR and Time Management.

Measurable Goal

Non MeasurableGoal

MEASURABLE

A goal should have a concrete criterion to ensure and track progress,. This helps in assessing whether the goal has been met or actions were effective.

Measurable Goal

Non Measurable Goal

Area for Improvement

Consistently failing FCR and Time Management for the past four weeks.