Accuracy
Total accuracy averaged 99.7% in ’09!
- External errors - affecting customers - decreased 45%!
- Internal errors - affecting employees - decreased 77%!
Why such a decrease?
- In ’09, we launched an extensive retraining program for our order entry department and reassigned duties.
- External vs. internal errors
- External (customer) errors waste your time and money to correct and may jeopardize your relations with end user customers, so we spend lots of effort in stopping them.
- Internal errors make us less productive, which increases our costs. They also jeopardize employee harmony and satisfaction. So, we want to get rid of them, too. Example of an internal error: an order entry error made by our customer service people, which our shipping department catches and corrects before you see it.