Results for meeting the customer requirement
for pricing are covered with the results from the
customer survey (see Figures 7.2-2 and 7.2-3).
The final customer requirement is related to
customer support. The effectiveness of CCAs
is indicated in Figure 7.1-5. Collin endeavors
to resolve any customer concern, question,
or issue fully on the first contact. An increase
in the number of transfers is an indicator of
nonperformance.