What Should Managers Control?
15-3 Discuss the types of controls organizations and managers use.
Cost efficiency. The length of time customers are kept on hold. Customers being satisfied with the service provided. These are just a few of the important performance indicators that executives in the intensely competitive call-center service industry measure. To make good decisions, managers in this industry want and need this type of information so they can control work performance.
How do managers know what to control? In this section, we’re first going to look at the decision of what to control in terms of when control takes place. Then, we’re going to discuss some different areas in which managers might choose to establish controls.
When Does ...
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