Question
Assume that a company has decided to include overall equipment effectiveness and percent of customer complaints settled on first contact as performance measures within its
Assume that a company has decided to include "overall equipment effectiveness" and "percent of customer complaints settled on first contact" as performance measures within its balance scorecard. Which of the following choices reflects management's most likely expectations regarding how these measures should change over time?
| Overall equipment effectiveness | Percent of customer complaints settled on first contact | |
|---|---|---|
| A) | Increase | Increase |
| B) | Increase | Decrease |
| C) | Decrease | Increase |
| D) | Decrease | Decrease |
Top of Form
Choice A
Choice B
Choice C
Choice D
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Educational Foundations
Authors: Leslie Kaplan, James D Stice, William Owings
2nd Edition
1285968298, 9781285968292
