tag:blogger.com,1999:blog-6106782.post8314593994655280926..comments2024-03-27T10:47:33.255+00:00Comments on Architecture, Data and Intelligence: Pay by Results - Service EfficiencyRichard Veryardhttp://www.blogger.com/profile/04499123397533975655noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-6106782.post-36230302488950065822009-03-30T13:00:00.000+01:002009-03-30T13:00:00.000+01:00Hi Richard & thanks for the link.My experience...Hi Richard & thanks for the link.<BR/><BR/>My experience of failure demand was at a contact centre (where much of John Seddons venom is directed).<BR/><BR/>They could produce statistics on number of calls, time of call, call spread over days, time per call per agent, agent time off line, at the toilet, wiping their nose. But they hade NO CLUE as to WHY people called up. And you would think that to be pretty basic and useful to know when planning a serviceAnonymousnoreply@blogger.com