management process

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Controlling Process In Action
Let's look at examples of the controlling process in action. Sam, the manager of TQM Auto Repair Shop recently set goals for his business. First, Sam must establish standards, or a set of 'requirements' for his business. Sam is working on the first step, establishing standards to measure performance.
Sam wants to make $100,000 more this year that he did last year so he can replace older equipment in the repair shop. Raising the price of repairs can do this. This is a financial goal.
It is important not to take customers for granted. A goal to increase customer satisfaction from 84% last year to 90% this year is set. Customer service satisfaction must increase by six percent this year. This is a customer service-related goal.
Sam sets a goal to increase the quota, or a goal set for production, for the amount of cars each mechanic must repair each week. This is a production goal.
With all of the new goals Sam set for the repair shop over the past week, employees may not be able to keep up