Question: Suppose a call center has a process for resolving customer complaints. There are several opportunities for defects to occur in this process. These are as
Suppose a call center has a process for resolving customer complaints. There are several opportunities for defects to occur in this process. These are as follows:
A customer's call is not answered within seconds.
A customer's call is disconnected due to technical issues.
A customer's issue is not resolved in a single call.
Let's assume that calls were sampled in a day, and there were instances of defects in the customer complaint resolution process. Calculate the defects per million opportunities DPMO
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