Example

The user receives a 1000 page report of which two important pages are unreadable. The user contacts the Help Desk or Support Section requesting the reproduction of the two pages. Once the specific report is identified, which may take some time, the Help Desk opens a problem report, and issues a report rerun request. They either have to regenerate the report at program level or recreate the report from a backup file, both of which are resource intensive. They cannot reproduce just the two unusable pages, so they recreate the entire 1000 page report. Sometimes the print operators try to forward space to the required pages; more often the entire report is reprinted and distributed. The personnel resources taken up are difficult to quantify, and so is the impact on the business itself. The resources used are as follows:

• Problem and/or change management resources.
• Personnel resources to set up rerun.
• Computer resources for reprocessing.
• Reprinting costs.
• Printer resource.
• Additional paper costs.
• Distribution resources to handle output.
• Distribution and/or courier costs to deliver output.
• Business degradation due to user wait.