Question

A customer service team identifies a goal of three business days for addressing all customer concerns. In the context of a control process, this goal is:

A. measuring actual performance. B comparing actual performance against chosen standards. C. implementing a feedback measure. D. Destablishing a standard of performance.

Answer 1

In the context of a control process, the goal of addressing all customer concerns within three business days is comparing actual performance against chosen standards.

Step-by-step explanation:

In the context of a control process, the goal of addressing all customer concerns within three business days is B. comparing actual performance against chosen standards. Control processes involve setting standards or goals, measuring actual performance, and comparing it to those standards. In this case, the customer service team has set a goal of three business days for addressing customer concerns, and they will measure their actual performance against this goal to determine if they are meeting it.

Answer 2

The goal of three business days for addressing customer concerns is to B. compare actual performance against chosen standards.

Step-by-step explanation:

In the context of a control process, the goal of three business days for addressing all customer concerns can be noted as -

1. Measuring the actual performance
2. Comparing the actual performance against chosen standards
3. Implementing a feedback measure
4. Establishing a proper standard of performance

The correct answer for the given case is comparing actual performance against chosen standards. In addition to this, by setting a specific goal of three business days and then monitoring how long it actually takes to address customer concerns, the customer service team can evaluate their performance by comparing it to the standard they set.