| 摘要 |
Embodiments of the present invention provide apparatuses and methods for determining the cost of poor quality of an incident within a business. One way to measure costs associated with an incident is by measuring failed customer interactions (“FCIs”). FCIs are defined as incidents that occur within the business that either directly or indirectly affect a customer's ability to use a product or service offered by the business. In most situations an FCI relates to a failed interaction between the business and the customer through a channel that affected the customer's use of a product or service through the channel. The cost of poor quality application calculates the total cost of an incident through a multifaceted valuation that factors in hard metrics, such as but not limited to actual costs, duration, channel costs, FCI severity, etc. in order to calculate a remediation cost, a channel FCI cost, and a reputation cost.
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