Several years ago, United Parcel Service (UPS) believed that the Internet was going to change the parcel
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1. Customer satisfaction index—a measure of customer satisfaction.
2. Employee relations index—a measure of employee sentiment and morale.
3. Competitive position—delivery performance relative to competition.
4. Time in transit—the time from order entry to delivery.
a. Why did UPS introduce a balanced scorecard and nonfinancial measures in its new performance measurement system?
b. Why do you think UPS included a factor measuring employee sentiment?
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