Question : Case Study 20:
IJK Retail is a chain of retail stores. The company aims to maintain consistent customer service standards across all its outlets.
Question:
Which type of control is IJK Retail likely to implement to ensure consistent customer service standards?
Option 1: Feedforward control.
Option 2: Concurrent control.
Option 3: Feedback control.
Option 4: Financial control.
Correct Answer: Concurrent control.
Solution : The correct answer is (b) Concurrent control.
IJK Retail is likely to implement concurrent control to ensure consistent customer service standards across all its outlets. Concurrent control involves monitoring activities and processes as they are happening to ensure that they meet established standards. In the context of retail, this might involve real-time monitoring of customer interactions, employee behavior, and service quality in each outlet to ensure that the customer service standards are consistently maintained.
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