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HMC Measures to Motivate Exceptional Service Raleigh and Rosse Case Study
Subject
Business Finance
School
Harvey Mudd College
Question Description
Start off the case analysis with an intro. In the intro describe what is going on in the case, give an overview. Then answer the following questions. Use each question as a heading in the analysis. Thoroughly answer each question in 1-2 paragraphs.
Case Questions
1. What is the cause of the problems described in the case? How serious are these problems? How would you quantify the potential financial risk to R&R?
2. Are R&R employees pressured inappropriately by the sales-per-hour system? By management?
3. How effective is the memo reproduced as Case Exhibit 4 in clarifying the distinction between “sell” and “non-sell” time?
4. How would you redesign compensation and performance appraisal systems at R&R? Is SPH an effective measure of customer satisfaction? Are R&R’s HR policies and practices fully aligned with its business strategy?
Then continue to conduct the analysis by completing the following: *** put each under a different heading
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