Please answer the following questions, each question should be answered in 1.5 pages referencing the case study attached:

1.Assume service scores for the area you manage, Harrah’s Metropolis hotel housekeeping, have declined over the past year. As part of the LEAN rollout at Metropolis, you and some of your front-line employees will participate in a kaizen event focused on improving guest-room housekeeping operations. What KPIs (key performance indicators) would you propose to track to determine whether the changes implemented through the kaizen effort actually improve performance?

2. Hirsch has been given 20 minutes at an upcoming meeting to pitch his idea for a process-improvement program to the rest of the Metropolis leadership team. What should he do before he gives the pitch? How should Hirsch organize this pitch and what information should he include?