Here is a video describing how the managers manipulated the system.
BOTTOM LINE: if you use a performance evaluation metric, like wait times, make sure that managers cannot manipulate it.
HT: Walter & Jack
We wrote a managerial economics textbook (Amazon, Barnes & Noble, Cengage) to teach students how to solve business problems (7 min. video). We started this blog to support those who use the book, and to keep up with developments in the field.
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