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
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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 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?

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