What objectives and measures should the two customer teams, Operation Management

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What objectives and measures should the two customer teams

Mobil USM&R A & B - HBR Case Study

1. What objectives and measures should the two customer teams (customer sub-team, dealer sub-team) select for their core customer outcomes?

2. How can these teams measure what the dealer and Mobil must do well to achieve the desired customer outcomes?

3. How frequently should the measures be evaluated?

4. What are some potential problems with the measures or collection mechanisms?

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Operation Management: What objectives and measures should the two customer teams

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Operation Management: What objectives and measures should the two customer teams

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