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One best practice to consider, one in which BT has shared some insights about, is the concept of measuring "Right First Time" (RFT) for fulfillment and assurance process flow outcomes. Measurement of the repeat customer problems caused by repeat network faults is a key capability to star with, which...
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Derek, we're glad to have you come here to ask this question. It may help the community to answer by giving us an example. Though the terms are not universal across the industry, the concept of a "fault" is often centered on the performance or availability of a technical resource and service, down at...