Step 3: Accountability
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Business Owners are held accountable for Issues originating in their business unit. The cost of an Issue is calculated as the operational loss being caused by that issue.
The score is a customer satisfaction defect measurement related to the Issue.
Those two values very simply build an accountability to set against the business owner who has the responsibility to get the Issue resolved at its origin.
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To collect more structured information from Customer Facing Representatives regarding the Issue, the Business Owner can use the built-in survey mechanism to create and execute surveys.
The Business Owner then designates a Solution Owner to the Issue.