Boeing product support ad : 2 minutes to respond
I'm looking for a reference, hopefully on the web, to a Boeing Product Support ad they ran a year or so ago in Flight and similar magazines which headlined that their first line support engineers were allowed just 2 minutes to handle an incoming engineering support call before they had to turn it over to specialists.
I recall it as an impressive point to make, and I'd like to show it to a (non-Boeing) support organisation I mentioned it to recently.
If anyone can recall it and/or point me the right way I would be grateful.