According to the text, what should metrics for institutionalizing change be?
A) Clear
B) Simple
C) Full of new language
D) Precise about accountability
Answer: A
Explanation: A) Correct. Effective metrics should (1) identify two or three indicators that specify the result that is to be achieved, (2) determine a measurement system, (3) contain specific milestones.
B) Incorrect. The metrics need not be simple. Effective metrics should (1) identify two or three indicators that specify the result that is to be achieved, (2) determine a measurement system, (3) contain specific milestones.
C) Incorrect. The effectiveness of metrics is not in the age of the language, but in the content and specificity. Effective metrics should (1) identify two or three indicators that specify the result that is to be achieved, (2) determine a measurement system, (3) contain specific milestones.
D) Incorrect. Though accountability must be maintained, procedures need not be specified at the outset. Effective metrics should (1) identify two or three indicators that specify the result that is to be achieved, (2) determine a measurement system, (3) contain specific milestones.
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Some ways customer demographics are changing discussed in this chapter are:
A) "baby boomers" are changing the image of active 60-plus buyers. B) young people becoming active consumers at earlier age. C) businesses face a more diverse mix of cultures. D) All of the above.
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