Key Performance Indicators (KPI) that report user errors on an aggregate level were useful in resolving another vexing issue for that same electronics provider. There were grumblings in the outside sales force that the opportunity management screen was really difficult, slow and cumbersome.
When the KPI information for errors was reviewed, the application team noticed that virtually every end-user was making the same errors on these screens. The first instinct was to schedule an e-meeting retraining session. However, a closer review of the recorded work flow for a representative sample of users revealed that the errors were being caused when the sales reps were trying to put data in extraneous fields that were not required for the transaction. The fix was simple. No retraining was needed. The application team removed those fields from the screen and the errors were eliminated. The end-to-end transaction time improved by 25% as well.
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