New metrics created initially to improve production are now used for measuring
and monitoring internal and external factors. For example, many firms use 360E
Feedback to provide leaders and employees with behavior profiles from their
internal customers and team members (Edwards and Ewen, 1996). Firms have
created balanced scorecards that allow members to track critical information such
as employee satisfaction, the quality of supplier services, production reliability, and
financial stability, as well as customer satisfaction (Kaplan and Norton, 1996).