Sears developed a strong problem when they got caught up in a measurement system that was internally focused and based on the past. As a result, measurement practices hindered the implementation of what Sears knew about how to enhance its performance. Arthur martinez came to Sear's rescue in 1992 and led a remarkable transformation that drove both operating results and stock prices. He discovered that employees attitudes influenced turnover, which in turn affected customer satisfaction. He emphasized training, putting the best individuals on the floor during the busiest hours, and several other changes.
Customer satisfaction can directly affect store sales and profitability.
The company took action to make Sears a compelling place to work and shop. The financial crises that Sear went through gave them an opportunity to examine their past and develope a measurement system that would support their ideas and goals. Effective measurement practices give companies opportunities to examine what they need to do, why they need to do it, and gives them the persistence to do it. Sears learned to study their performance and take the effective actions that need to be taken. They discovered that the employees actions influenced turnovers, which influenced the customer satisfaction.