Author Question: In the Expedia case study, what three steps were taken to convert drivers of departmental ... (Read 9 times)

rachel9 · **on:** Jul 7, 2018

In the Expedia case study, what three steps were taken to convert drivers of departmental performance into a scorecard?

What will be an ideal response?

Question 2

In which stage of the simulation methodology do you determine how long to run the simulation?

A) defining the problem
B) designing the experiment
C) testing and validating the model
D) constructing the simulation model

yahahah24021 · **Reply #1 on:** Jul 7, 2018

Answer to Question 1

Deciding how to measure satisfaction. This required the group to determine which measures in the 20 databases would be useful for demonstrating a customer's level of satisfaction. This became the basis for the scorecards and KPIs.
Setting the right performance targets. This required the group to determine whether KPI targets had short-term or long-term payoffs.
Putting data into context. The group had to tie the data to ongoing customer satisfaction projects.

Answer to Question 2

B