Rebecca is concerned about the number of customers complaining about the poor service provided by the department she manages for a hardware store. She is convinced that her employees can provide better service and cut complaints significantly. Rebecca has set a goal for her department to reduce customer complaints by 15% within six months. This goal is an example of the type of performance standard needed for effective controlling.

Question

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The goal set by Rebecca is an example of a performance standard, which is a specific target or benchmark that is used to measure and evaluate the performance of employees or departments. By setting a goal to reduce customer complaints by 15%, Rebecca is establishing a clear performance standard that can be used to monitor and control the performance of her department. This is an important step in effective controlling, as it enables managers to identify problems, take corrective action, and ensure that employees are working towards specific objectives.

Rebecca Is Concerned About the Number of Customers Complaining About