Chapter 17, Problem 65P

1.

To determine

Explain the managerial problem addressed by the auditors mentioned in the article.

2.

To determine

Discuss the manner of similarity and differences between the Human Sigma approach and the Six Sigma approach developed by the authors in the article and also explain the relevance associated with the role of management accountant.

3.

To determine

Explain the manner of measuring the effectiveness of the employee–customer encounter as mentioned in the article, and also elaborate the evidences offered relating to the predictive value of the performance metrics as proposed in the article.

4.

To determine

Explain the strategies an organization can use to improve the quality of employee–customer interactions as explained by the performance metric in requirement 3.