Question : Case Study 6:
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 and regulating ongoing processes and activities as they are happening. In the context of retail stores, concurrent control would involve real-time monitoring of various aspects of customer service, such as staff behavior, store cleanliness, inventory levels, and customer interactions. This approach allows for immediate adjustments and interventions to ensure that customer service standards are being upheld consistently across all outlets.
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