Increasing quality, increasing efficiency, and decreasing process time are also objectives
that apply to the postsales service process. Service quality, for example, can be measured
by first-pass yields where first-pass yields are defined as the percentage of customer requests
resolved with a single service call. Efficiency can be measured by cost trends and
productivity measures. Process time can be measured by cycle time where the starting
point of the cycle is defined as the receipt of a customer request and the finishing point
is when the customer’s problem is solved. The objectives and measures for the process
perspective are summarized in Exhibit 13-9