What rationale supports the use of performance metrics in a Penn Station?

The rationale supporting the use of performance metrics in a Penn Station primarily lies in their ability to help set benchmarks. Performance metrics provide concrete data that can be analyzed to measure various aspects of operations, such as speed of service, customer satisfaction, and overall efficiency. By establishing these benchmarks, management can identify areas of strength and weakness, allowing for targeted improvements.

Setting benchmarks is vital as it creates clear goals for employees to strive for, which can enhance performance and customer satisfaction. Furthermore, it facilitates comparison over time and against industry standards, offering insights into progress and competitive positioning.

This practice contrasts with options that do not align with the intended use of performance metrics, such as increasing employee workload, which may result from poorly designed metrics, or replacing customer surveys, which serve distinct purposes. Focusing solely on profits also undermines the holistic approach that performance metrics aim to achieve, as they consider various operational aspects rather than just financial outcomes.