This case describes a manufacturer of vacuum cleaners, program for operational improvements include the development of performance indicators. Management decides to start the service hotline. Students are asked to develop a system of performance indicators that are simple and feasible, and apply to both the company's strategy and what people are doing. Balanced Scorecard or other structures may be used, but students find that the installation situation preconceived frameworks do not work, and vice versa.
This Darden study. "Hide
by William Rotch, CJ McNair Source: Darden School of Business 12 pages. Publication Date: June 16, 1999. Prod. #: UV0217-PDF-ENG
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