Question: 1. A metric consists of three elements: the measure, the standard (what is expected), and the reward. Why are all three elements critical? What happens to the effectiveness of a metric when one of these three elements is missing?

2. What is the impact of sustainability on the business model? How does it affect issues such as the order winners, order losers, and order qualifiers? How does it affect the identification of the critical customer? When addressing this question, look up such products as Chrome or Timbuk2 for bags or Teva or Timberland for shoes.