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Hoodwinking Customers
Studying systems reveals the nature and causes of sub-optimisation.
Costs and causes of costs
Measures that help or hinder?
Why do managers like IVR?
An obsession with cost
More systems views of sub-optimisation
Regulation
Where do your customers come from?
Advertising failure
Tewkesbury Hotel
Tool heads lack knowledge
Software fault handling
Utility billing problem
Quotations as a system
Benefits processing
Bringing telephone work home
