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Measurement is generally done in five categories:
- Timeliness. Is the key output delivered
on time, such as loan decision time or hold time?
- Accuracy. This is generally an error rate: items wrong/total items.
- Productivity. Total output divided by total people = output
per person. For example, transactions per teller.
- Cost. Total cost/Total
unit output = Cost per unit. To be accurate, a functional cost analysis
system is generally needed to perform this measurement.
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