A framework for leading positive change was established, Ask an Expert

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A framework for leading positive change was established several months ago in a pizza restaurant. The metrics they used were (1) The elapsed time to make the pizza, and (2) Customer satisfaction with the time elapsed to make the pizza. These measures were taken six different times during each week. The average elapsed time and the average customer satisfaction rating were posted in the employee office each week. The monthly goal was to increase the customer satisfaction rating by 2%. The yearly goal was to increase the customer satisfaction rating by 10%. How effective are these measures for supporting positive change?

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Operation Management, Management Studies

Category:- Operation Management
Reference No.:- M91885795

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