Answer Happy

When starting a project with a goal to
reduce Lead Time for a customer complaint
process you interview several stakeholders.
One customer service agent describes the
Lead Time as the time it takes for her to
enter the complaint from the customer into
the database. A second customer service
agent describes the Lead Time is the time it
takes from the customer's call to the
service center until that customer receives
a resolution letter. These discrepancies in
the description of Lead Time are examples
of what concept?
a. One agent is referring to an attribute
measurement, whereas the other is
referring to a variable measurement
b. insight into the capability of the
customer complaint process
C.
An operational definition is not in place
d. The project goal should focus on cycle
time rather than Lead Time