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Define the Performance Drivers: The Critical Activities That Lead to the Right Results

Once there was a town that had only two pizza parlors. Mario owned one and his brother, Tony, the other. Both used their mother’s recipe. Both used fresh ingredients from local suppliers. In general, people loved their pizza. And, really, there wasn’t much difference between the two parlors.

To one-up his brother, Tony made it his goal to have the fastest delivery in town. Tony drilled his employees until they could take an order in seconds and prepare a pizza in minutes, and he hired the fastest, safest drivers in town. He kept scorecards on a bulletin board and rewarded the shift managers with the best on-time delivery record. Tony’s averaged delivering ...

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