BSOP 588 Week 5 Case Study

1. Explain how the Voice of the Employee supports improved internal processes (Voice of the Business), and how the Voice of the Business supports customer satisfaction (Voice of the Customer).
2. While Figure 8.14 shows only representative measures associated with the balanced scorecard, suggest some other measures that might be included, using your knowledge of postal operations.

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BSOP 588 Week 5 Case Study