This question is not contained in the solutions. This is what I came up with and I was wondering if I am on the right track.
Advantages:
The higher the total dollar amount of tax refunds generated, the more money customers save
By saving customers more money, employees increase customer satisfaction levels
This increased customer satisfaction will enable new customers to be acquired through word of mouth of repeat satisfied customers
Company sales growth will also increase as the total dollar amount of tax refunds generated increases
Disadvantages
If employees focus only on increasing the total dollar amount of tax refunds, they may not be as concerned with satisfying the customer
Decreased customer satisfaction ? bad word of mouth ? bad reputation, loss of current (and potential) customers
If the employees are only driven by numbers, they may become complacent in completing the tax returns, which leads to ineffective and erroneous returns
Conclusion:
I would not recommend using this internal business process measure
The focus on the total dollar amount may lead to employees falsifying numbers to get to a target total, leading to erroneous returns
Also, I was wondering if there is anyway to view the book solution on this problem. Thanks for the help!