In the Expedia case study, what three steps were taken to convert drivers of departmental performance into a scorecard?
What will be an ideal response?
• Deciding how to measure satisfaction. This required the group to determine which measures in the 20 databases would be useful for demonstrating a customer's level of satisfaction. This became the basis for the scorecards and KPIs.
• Setting the right performance targets. This required the group to determine whether KPI targets had short-term or long-term payoffs.
• Putting data into context. The group had to tie the data to ongoing customer satisfaction projects.
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The ________ provided blacks with the right to make and enforce contracts as white citizens
Fill in the blanks with correct word
In general, the greater a firm's current assets relative to its short-term obligations, the better able it will be to pay its bills as they come due
Indicate whether the statement is true or false