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This is a Spanish version. Marilyn Winn, head of human resources at Harrah's Entertainment, must make a recommendation to the company's president and Chief Executive Officer about whether the existing bonus payout program is effective at motivating employees or whether it should be revised and/or replaced. A recent downturn in economic conditions led Winn to wonder whether customer service payouts were the most efficient way to make Harrah's a service-driven and customer-driven company.