Samuelson’s Car Repair is very focused on customer service. Over the last few years, it has developed a range of performance measurements it uses for various parts of the organization. These measurements are listed below.

• Number of customer complaints

• Number of repeat customers

• Cost to invoice customers

• Service costs per hour

• Customer wait time

• Number of customers who get appointments when wanted

• Number of customer problems fixed the first time

• Number of tires sold

• Back office costs per month

• Number of customer calls answered by the third ring

• Customers served by a service representative

• Number of oil changes done per shift

• Time required to do a tire rotation

• Number of customers answering “very pleased” on service questionnaire

• Number of new customers referred by another customer

• Cleanliness of shop floor

• Number of technicians that are cross- trained

REQUIRED:

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

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