Frank plans to brag to clients that we complete 90% of our commitments.
Unfortunately only getting up to 90% is 100% failure. 100% completion is the minimum that would be acceptable.
A 90% completion rate should be attached to an apology.
How does he still have a job?
Totally agree with you, our Clients should receive 100%, obviously Frank doesn’t understand Customer Service.
I guess all the Six Sigma training we went through years ago was just bs. (We knew it was.)
“Six Sigma performance produces a defect-free product 99.99966% of the time; allowing only 3.4 errors per one million opportunities.”