IndustryComparisonsNarrowSpansofControlCustomerRetentionRatioRevenue/EmployeeCost/TransactionCycleTimeCycleTimevs.WorkTimeNarrowlyDefinedJobs#ofDepartmentstheprocesscrosses#ofhandoffsWorkTimeProcessErrors%ManualRe-CheckingDefectRateRoadMapToReengineeringOpportunitiesExhibitICustomerAcquisitionCost