Roberta, a customer service manager, tracks monthly complaints and has been trying over the past six months to reduce complaints to less than 0.2 percent through additional training for her staff. She is engaged in
A) organizing.
B) controlling.
C) measuring.
D) leading.
E) planning.

Question

Quizplus · Accepted Answer

Controlling is defined as monitoring performance, comparing it with goals, and taking corrective action as needed. Roberta is undertaking this process with customer complaints, which are one measure of performance.

Roberta, a Customer Service Manager, Tracks Monthly Complaints and Has