The president of Streber has received a research study of dealer outlets (druggists) indicating that Streber's salesforce ranks high when compared with 19 competitors, but the company is rated very poorly on every service dimension from delivery through to billing. The president needs to decide how and when to share the data with people in the company. He also needs to develop a more analytical approach to managing the business. A supplementary case (9A91A015) is available.
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