Tuesday, 31 January 2012

100% of urgent issues resolved on time in January 2012

We received 49 urgent calls for assistance in January and for the first time every single problem was resolved within the customer's stated timeframe.

We've been hitting 90%+ for a long time now but to hit the magic 100% target is a real credit to the team, Elaine (our problem manager) in particular.  Thank you Elaine for all your hard work.

The only problem is that I'm not quite sure how we follow this in February!!


We've actually been tracking our success rate since 2003 and you can follow our progress on this chart (the red line tracks the high priority problem, the blue are the rest).

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