Final answer:
Sam is tracking key performance indicators (KPIs) at Lanser's clothing retailer, including sales in relation to targets, products on back order, and customer service call resolution times to measure and control business strategies.
Step-by-step explanation:
The metrics that Sam is tracking at Lanser's, a large clothing retailer, are known as key performance indicators (KPIs). KPIs provide a measurable value that demonstrates how effectively a company is achieving key business objectives. Sam tracks sales in relation to targets, the number of products on back order, and the percentage of customer service calls resolved within specified time periods to assess and control strategy at the company.
KPIs are used to evaluate the success of an organization or of a particular activity in which it engages. Sales relative to targets measure how the revenue is stacking up against projections, products on back order offer insight into supply chain management, and customer service resolution times indicate how well customer support is meeting service level agreements.