In the last one year, XYZ has received numerous customer complaints about the qu

Question

In the last one year, XYZ has received numerous customer complaints about the quality of customer service provided by XYZ. XYZ’s customer satisfaction surveys show that customer satisfaction levels have significantly dropped over the last one year. The business analyst in-charge has developed the following statement as one of the SMART objectives. “Decrease the time to resolve customer issues from 2 hours to 1.5 hours by providing 20 hours of additional job specific training to the customer service representative.” This objective is:

Not specific

a SMART objective

Not measurable

Not time-bound

Not specific

a SMART objective

Not measurable

Not time-bound

Explanation / Answer

The Objective is SMART Objective

As we know

S-Specific

M-Measurable

A-Attainable

R-Relevant

T-Time Bound

The objective that was mentioned was specific, as the business analyst in charge was specific to the problem i.e.. about Customer Service

The problem was measurable in terms of time

And the solution can be attainable in this case

This case is relevant as if this problem is not addressed, the organization may get a huge loss

and the case also a time bound one

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