Question : Case Study 4:
PQR Services is a consulting firm that provides various professional services. The company's management wants to implement effective control measures to enhance its service quality and client satisfaction.
Question:
Which feature of controlling would PQR Services focus on to improve service quality?
Option 1: Monitoring performance.
Option 2: Setting organizational goals.
Option 3: Conducting external audits.
Option 4: Delegating authority.
Correct Answer: Monitoring performance.
Solution : The correct answer is (a) Monitoring performance.
To improve service quality and client satisfaction, PQR Services would likely focus on monitoring performance as a feature of controlling. Monitoring performance involves continuously tracking and evaluating the activities, processes, and outcomes to ensure they align with established standards and objectives. By closely monitoring performance, PQR Services can identify areas where service quality might be lacking, promptly address any deviations from standards, and take corrective actions as needed. This proactive approach helps the company maintain high service quality levels, meet client expectations, and enhance overall client satisfaction.
