Figure 1.1: Local improvement of operations by eliminating inefficiencies Responsiveness Low High Eliminate inefficiencies Current frontier In the industry Labor Productivity (e.g. $/call) Low labor productivity High labor productivity Competitor A Competitor C Competitor B

Figure 1.2: Trade-off between labor productivity and responsiveness Responsiveness Labor Productivity (e.g. $/call) Low High Low labor productivity High labor productivity Longer waiting times, yet operators are more fully utilized Shorter waiting times, but more operator idle time Current position on the frontier

Figure 1.3: Local improvement of operation by eliminating inefficiencies Responsiveness Low High Redesign process Current frontier In the industry Labor Productivity (e.g. $/call) Low labor productivity High labor productivity New frontier