Roger Martin on Validity vs. Reliability
men who buy premium audio systems like to display them in their living rooms, whereas women would rather hide them behind plants or furniture. In an attempt to appeal to both sexes, the company launched its Newton Series in 2001, which …… 28 • Rotman Magazine Winter 2005. CF: In the early years,the Postal Service was one of the lowest-scoring organizations we measured. In the late-1990s, it invested extensively in customer satisfaction tracking at both national and …
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