Griff Mitchell is the vice president of customer

relationship management $($CRM$)$ for one

of the world$$s largest suppliers of industrial

heavy equipment. In this role, he oversees

all sales and service operations. This year, for the first time,

the company has decided to perform a CRM employee evalu$-$

ation process that will allow an overall ranking

of all CRM employees. Griff knows this will be

a difficult task for many reasons, not the least

of which is that he oversees over a thousand

employees worldwide.