OPS.9:4.1 - Fix the result and the shortfall

Name the operating result, its accepted unit, demand or commitment being compared, relevant subjects, horizon and acceptance criteria. Reuse current OPS.1–OPS.4 inputs where they fit. Distinguish accepted demand, service attempts and accepted results; a failed test or reopened case can consume capacity without adding a result.

State the shortfall in terms that can change a decision: fewer accepted results, unacceptable time to result, missed qualified service conditions, or another explicit operating consequence. Preserve the result definition and case mix in later comparisons. A changed definition reopens the account rather than silently improving the metric.