The Unit Fails Well

774 days after request

At the end of month four of the trial, the renewal unit expanded mileage correction from one per cent to twenty-five per cent of eligible customers.

The first week looked excellent. More customers completed online, calls fell within the exposed group and decision time for the unit's next change was twenty-three days. That was four days slower than the earlier example, a small reversal the programme summary would once have omitted. No pricing or document control had failed.

779 days after request

Then the independent analyst…