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 was 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?

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 was 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?

Management, Loose-Leaf Version

13th Edition

ISBN:9781305969308

Author:Richard L. Daft

Publisher:Richard L. Daft

Chapter10: Designing Organization Structure

Section: Chapter Questions

Problem 3ED

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