Provides a measure of product or service reliability and an input to the analysis of customer satisfaction.

BPIR Categories

5.5.3 Improve process/product performance
6.4.1 Improve process/service performance
7.2.2 Handle warranties & claims
15.2.4 Service performance e.g. quality/delivery/value
15.6.8 After-sales service/warranties/customer complaints
15.2.3 Product performance e.g. quality/delivery/value

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