Titlebook: Cultivating Organizational Excellence; A Practitioner’s Vie Albert Ferdinand Aalders Book 2023 The Editor(s) (if applicable) and The Author

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Measuring (Results),hapter. Special attention is paid to measuring perceptions, in particular evaluating customer feedback (e.g. using Net-Promoter Scores) and employee engagement. Attention is paid to optimizing the overall effectiveness of the measuring system and keeping the right balance between effort and relevance.

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