The Adapting to Change box reflects upon the use of Twitter and other social media sources to measure customer satisfaction. GM employees scanned various social media sites to stay current with customer perceptions and complaints. It is important that customers perceive that products and services are meeting or exceeding the standards that companies set. The _____________ of management involves the monitoring of product and service performance
A) leadership process
B) control process
C) organizing process
D) planning process

Question

Quizplus · Accepted Answer

The control process of management involves monitoring and evaluating product and service performance to ensure they meet or exceed customers' standards. This process includes measuring and analyzing customer feedback and making necessary adjustments to improve product and service performance. In this context, monitoring social media sources to measure customer satisfaction is an example of the control process of management.

The Adapting to Change Box Reflects Upon the Use of Twitter