Read “Everyone Likes to Laud Serving the Customer; Doing It Is the Problem,” by Carol Hymowitz (Wall Street Journal, February 27, 2006, p. B1).

Required
  (a) According to the article, what measures are commonly used to evaluate customer service representatives, and what measure(s) should be used?
  (b) Explain how the prevention, appraisal, and external failure aspects of the cost-of-quality framework might be applied to customer service processes. In your response, include a discussion of which of the three aspects companies should focus on and illustrate how evaluation measures may affect performance in customer service processes.