Hi-Value Secretarial Services provides a broad range of secretarial support services, including temporary office workers, to businesses in the tristate area. In order to monitor the effectiveness of its support processes, such as placement of the right worker in the right job, Hi-Value uses a broad number of measurements that are listed below.

• Customer wait time

• Number of customer complaints

• Number of invoices processed per day

• Cost per hour for secretarial services

• Cost of invoicing customers

• New customers per month

• Return customers per year

• Compliments received from customers

• Time required to fill customer request

• Number of placements per week

• Customer calls answered on the first ring

• Number of new employees placed on jobs

• Number of interviews conducted for new employees

• Cost to hire a new worker

REQUIRED:

a. Classify each of the above measures as one of the following four types of measurements: cost, time, output quantity, or customer satisfaction.

b. Do you think this is a good set of measurements? Why or why not?