Report on Right First Time (RFT) metric with case studies

I require a report for the business customer satisfaction metric: 'Right First Time' or RFT and how poorly performing companies have improved to be top performers as well as key factors for failing to achieve good RFT scores and future initiatives to improve RFT scores. Conclusion should make key recommendations for improving RFT with a focus on Business to Business companies.

Included:
This will need methodology and commentary on the measurement itself.
Examples of UK and US based companies (preferably recognisable) that have or had poor performance and made improvements as well as strong performance in this area regardless.
Recommendations for achieving RFT.
Recommendations for improving RFT.
Things to avoid poor RFT (preventative).
Tools that are available to improve RFT.
Future developments of metric and improvement methods.
Conclusion on the use of the metric and factors affecting in the future.

Accurate references should be included in the text and References section.
Here is an example of some of the information used in the article.
https://medium.com/swlh/why-your-company-should-get-it-right-the-first-time-ab8534c92114

This needs to be completed by Saturday 11th May.

Thanks in advance.

Adam