To ensure the highest levels of customer satisfaction, a firm issued standard operating procedures and policies that prescribe forms of acceptable employee behavior and performance. The firm also employs a rigid hierarchy of authority that extends from the top of the organization to the bottom. This firm's method of control can best be described as
A) variety control.
B) bureaucratic control.
C) cross-functional control.
D) organic control.
E) independent control.

Question

Quizplus · Accepted Answer

The firm's method of control is best described as bureaucratic control because it relies on formal rules, procedures, and a clear hierarchy to guide employee behavior and performance. This approach is characterized by standardized procedures and a well-defined structure of authority.

To Ensure the Highest Levels of Customer Satisfaction, a Firm