Some employees may be considered problem employees because they are not motivated.

Gerrit is the president of his company. Like some other business leaders, he wants to change the firm’s meeting room layout to make it easier for remote staff to participate in discussions. Part of these changes will involve adding a video-conference room that facilitates productive collaboration between remote and in-person team members. Gerrit will hire a design team to reconfigure the meeting room; the project manager will develop a control system to ensure the reconfiguration is completed by the end of the summer. What control frequency and method are in use to measure and control performance?

Lila is a food runner at a local sports bar and restaurant. The chef prepared a house salad with onions for a customer, who requested a salad with no onions. Fortunately, Lila remembered and noticed this error before bringing the food to the customer’s table. Lila is using concurrent control.

Isabella teaches a yoga class at a fitness center. Although the center underwent general maintenance updates, the yoga studio was completely remodeled. To keep the studio clean, she hangs a sign on the door to the room that reads: “No Food or Drink Beyond This Point.” What specific method is Isabella using to measure and control performance?

What is the primary purpose of the five rules of customer human relations, outlined in your readings?

Kara is a new manager at a telecommunications company, and she is giving special attention to the balanced scorecard, particularly the dimension on learning and growth performance. Considering Kara’s focus area, she is likely interested in answering the following questions, EXCEPT:

At Company A, manufacturing facilities rely on suppliers to get the needed raw materials and parts to the facilities shortly before they are needed during the production process. What type of inventory control is Company A practicing?

Dillon is a real estate assistant and supports two real estate agents. Every Monday, he runs a market activity report, showing what is happening in the local real estate market (e.g., new listings, closed sales, price changes). Because the reporting system is down and he is unable to pull the weekly report, Dillon contacts his manager for assistance. The manager identifies the problem in the system, and Dillon can now run the report. Because Dillon needed to go to his manager for help, what specific method is in use to measure and control performance?

Considering the control systems process, and for standards to be complete, they must cover performance levels in quantity, quality, time, cost, and behavior.

In this module on Canvas, you watched a short video about a Customer Service Agent at Southwest Airlines. Considering her response to a customer, the agent followed the rules of customer human relations, outlined in your readings.