Presented in the form of a comic book, this two-part case follows the efforts (or lack thereof) of Richard, the Quebec regional manager of Frippe, a cross-Canada chain of fashion boutiques, to implement a new performance indicator. Four years earlier, Mary, the founder's daughter, had taken over the reins of the company and repatriated production to Canada. Her next goal was to improve the customer experience with the help of a new performance indicator: the conversion rate. Richard was not fully on board with the idea and paid little attention to its implementation, but, at the end of the fiscal year, he had to submit a progress report to Mary.

Case Supplement for Case HEC304