see pdf attached, 2-3 pages
Discuss measuring and managing customer relationships. Discuss the following
Rule of financial information for continuous improvement.
Consider an organization that has empowered its employees, asking them to improve the
quality, productivity, and responsiveness of their processes that involve repetitive work. This
work could arise in a manufacturing setting, such as assembling cars or producing chemicals, or
in a service setting, such as processing invoices or responding to customer orders and requests.
Clearly, the workers would benefit from feedback on the quality (defects, yields) and process
times of the work they were doing to suggest where they could make improvements. Identify
the role, if any, for sharing financial information with these employees to help them in their
efforts to improve quality, productivity, and process times. Be specific about the types of
financial information that would be helpful and the specific decisions or actions that could be
made better by supplementing physical and operational information with financial
information.
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