The Balancing Act of Quality vs. Timeliness...

If the goal is to achieve high levels of both timeliness and quality of service, do vendors/servicers sacrifice one for the other? If a goal is evenly measured for both timeliness and quality, and you attain 95% timeliness, and 50% quality, is it a failure?  Possibly.  If quality drops below expectations, timeliness becomes irrelevant.  To achieve both simultaneously, performance should be measured using weighted and attainable goals based on a strategic direction - and the actual desired outcome.

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