ercent at the end of 24 months from the time changes proposed by the project are implemented; hypotheses held that the hourly rate of customer inquiries processed by each customer service representative is less than 10, and that an increase in the hourly rate of more that 10 percent would result from the proposed change; (2) the second objective was to reduce the number of customer call-backs per inquiry processed by each customer service representative by 20 percent at the end of 24 months from the time changes proposed by the project are implemented; hypotheses held that the mean number of customer call-backs per inquiry processed by each customer service representative is at least two, and that a decrease in the call-back rate of more that 20 percent would result from the proposed change; and (3) the third objective was to reduce the number of IS-related complaints from customer service representatives by 30 percent at the end of 24 months from the time changes proposed by the project are implemented; hypotheses held that the mean number of complaints from customer service representatives is at least four per month, and that a decrease of more than 30 percent in the number of complaints would result from the proposed change.
The first alternative course of action was to maintain the existing system in place. The second alternative course of action was to implement an intensive training program de
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