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Case
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Reference no. UVA-C-2131
Subject category: Finance, Accounting and Control
Authors: William Rotch (Darden School of Business, University of Virginia); Carol J. McNair (Babson College)
Published by: Darden Business Publishing
Originally published in: 1996
Version: 10.1996
Length: 12 pages
Data source: Field research
Topics: Customer relations; Management-control system; Motivation; Organizational management; Performance measurement; Customer service
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Abstract

This case describes a vacuum-cleaner manufacturer whose program for operational improvement includes the development of performance measures. Management decides to start with the service department. Students are asked to design a system of performance measures that are simple and feasible and that relate to both company strategy and what people do. Balanced scorecard or other frameworks may be used, but students find that fitting the situation to a preconceived framework does not work as well as the other way around.
Industry:
Vacuum cleaners
Other setting(s):
1996
Teaching note
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Reference no. UVA-C-2131TN
Subject category: Finance, Accounting and Control
Authors: Carol J. McNair (Babson College); William Rotch (Darden School of Business, University of Virginia)
Published by: Darden Business Publishing
Originally published in: 1996
Version: October 1996
Length: 9 pages
View full details

About

Abstract

This case describes a vacuum-cleaner manufacturer whose program for operational improvement includes the development of performance measures. Management decides to start with the service department. Students are asked to design a system of performance measures that are simple and feasible and that relate to both company strategy and what people do. Balanced scorecard or other frameworks may be used, but students find that fitting the situation to a preconceived framework does not work as well as the other way around.

Settings

Industry:
Vacuum cleaners
Other setting(s):
1996

Related

Teaching note
-
Reference no. UVA-C-2131TN
Subject category: Finance, Accounting and Control
Authors: Carol J. McNair (Babson College); William Rotch (Darden School of Business, University of Virginia)
Published by: Darden Business Publishing
Originally published in: 1996
Version: October 1996
Length: 9 pages
View full details