Do you believe that the traditional definition of efficiency allows us the opportunity to focus on the customer? If so$,$ how? If not, how may we want to change the definition?

The definition does not focus on the customer, it focuses on utilization of employees. If we want to focus on the customer, one possibility for a new definition may be to consider the time the customer gets something of value, against the time the customer spends waiting.

The definition does not focus on the customer, it focuses on utilization of employees. If we want to focus on the customer, one possibility for a new definition may be to consider the time the employee is interacting with the customer, against the time the employee is working on other tasks.

The definition does focus on the customer because the employee is doing the work needed. Different employees must be kept busy doing different tasks the customers need.

The definition does focus on the customer. The employee works on one claim after another as they come in from the customers.