Cassidy is concerned about the number of customer complaints she has received regarding the poor service provided by her department. She is convinced her employees are able to provide better service and cut complaints significantly. Cassidy has set a new goal for her department to reduce customer complaints by 15% within six months. This goal is an example of the type of performance standard needed for effective controlling.

Question

Quizplus · Accepted Answer

An effective standard for the controlling process should be specific, attainable, and measurable. It is also important to establish a time period for the achievement of the goal. Assuming that she is correct about the ability to reduce complaints significantly, Cassidy's standard satisfies these criteria.

Cassidy Is Concerned About the Number of Customer Complaints She