A Framework for Leading Positive Change Was Established Several Months

question 87

Essay

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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Definitions:

Organization's Mission

A statement that defines the purpose, aims, and values of an organization, guiding its decisions and actions.

Core Processes

Fundamental business operations and activities that are critical to an organization's success and delivery of its primary value proposition.

Eliminate Delays

The process of removing obstacles or hindrances that cause a slowdown in workflow or project progress.

Michael Hammer

An American engineer, management author, and a proponent of reengineering business processes to improve performance.