Learning Team Reflection: Controlling
Learning Team Reflection: Controlling
MGT 521
June 10, 2013
Doris Savron
Learning Team Reflection: Controlling
Introduction A control system is a system model in an organization that allows for a manager to monitor business activities, measure performance through planning and targeting which can unsatisfactory performance of individuals or changing organizational plans and targets as a whole. In this case the team is deciding how the types of control measures would be efficient and effective to employees at a call center for timeshare vacations. A control system ensures that the performance of employees is in line with all organizational plans as well as in response to any changing factors. With a model control …show more content…
In order to improve service, control measure categories recommended for the individual employee include the following; productivity, effectiveness, and efficiency related to the physical environment. We recommend a 30 second respite period after each call to allow the sales person the regain their composure and relax. A concurrent control measure related to productivity includes evaluating the amount of time each client is on hold after the call is answered. Allowing too much time to pass could cause the call, and a potential sale, to be lost. A second form of concurrent controlling involves monitoring sales calls to ensure that scripts are adhered to which demonstrates that policies and procedures are being followed. Using secret callers to test the employee with challenging scenarios is another control method that would allow managers to determine areas of strength and weakness. As a form of feedback control, we would evaluate the salesperson with a post-call survey and provide training and re-education based on the …show more content…
Without them there would be no order in which a company is run. We use these controls to make sure that our office is on the same page with efficiency. The call center proves that you seed a set amount of rules in order to keep sales flowing in. It also affects the morale of the employees. With the measures in which we suggest, each employee should receive the proper training and fairness as the next. Closely looked at would be the 30 second down time and the appearance of the office as these things affect the employee as well as the customer. Managers should always set control measures to keep order as well as to maintain employee
MGT 521
June 10, 2013
Doris Savron
Learning Team Reflection: Controlling
Introduction A control system is a system model in an organization that allows for a manager to monitor business activities, measure performance through planning and targeting which can unsatisfactory performance of individuals or changing organizational plans and targets as a whole. In this case the team is deciding how the types of control measures would be efficient and effective to employees at a call center for timeshare vacations. A control system ensures that the performance of employees is in line with all organizational plans as well as in response to any changing factors. With a model control …show more content…
In order to improve service, control measure categories recommended for the individual employee include the following; productivity, effectiveness, and efficiency related to the physical environment. We recommend a 30 second respite period after each call to allow the sales person the regain their composure and relax. A concurrent control measure related to productivity includes evaluating the amount of time each client is on hold after the call is answered. Allowing too much time to pass could cause the call, and a potential sale, to be lost. A second form of concurrent controlling involves monitoring sales calls to ensure that scripts are adhered to which demonstrates that policies and procedures are being followed. Using secret callers to test the employee with challenging scenarios is another control method that would allow managers to determine areas of strength and weakness. As a form of feedback control, we would evaluate the salesperson with a post-call survey and provide training and re-education based on the …show more content…
Without them there would be no order in which a company is run. We use these controls to make sure that our office is on the same page with efficiency. The call center proves that you seed a set amount of rules in order to keep sales flowing in. It also affects the morale of the employees. With the measures in which we suggest, each employee should receive the proper training and fairness as the next. Closely looked at would be the 30 second down time and the appearance of the office as these things affect the employee as well as the customer. Managers should always set control measures to keep order as well as to maintain employee