have you ever heard of "First Run Success Rate (FRSR)" as KPI,
it is only for "intelligent pigging" or other type of services,
thanks for your comments and inputs,
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Thomas WalentaGlobal Project Economy ExpertHackenheim, Germany
Gilberto
I heard it in callcenter business as first call resolution.
It is a good metric for the client, as the agent can solve your problem without going to second level support.
On the other hand, as call centers try to be efficient, it might be better to solve 80% of problems with a knowledge of 20% and delay 20% to further treatment by 100% knowledgable agents in second or third level (like Pareto), you need less training for the agents.
So, it is a balance of customer satisfaction and quality vs efficiency and low cost. As with everything.
In other areas, when you allow quick fails (not in callcenters), and exercise trial and error, FRSR may be a metric of how risky your trials really are. You then might target even a low rate.
