The Sales of Audiophile, a Manufacturer of Home and Professional

Multiple Choice

The sales of Audiophile, a manufacturer of home and professional audio systems, have been declining noticeably over the last several quarters. Muaad, the CEO, meets with several managers, including Bruno, the head of the customer service department, and Ilya, a customer response team leader. It is determined that, while the company's quality and innovation standards are being met and even exceeded, its customer service is not performing as well as it should be. Muaad decides to implement a goal of raising the quality of Audiophile's interactions with customers by their next quarterly meeting. Given what you know about the control process, what should the team at Audiophile do next?

A) Muaad should meet with Bruno and Ilya to decide if a five-star rating scale is sufficient for measuring their progress and whether they need to reach a 4- or 4.5-star average.
B) Bruno should evaluate the behaviors of customer service teams by having Ilya collect and report data measuring the specifics of customer interactions.
C) After three months, Bruno should look at the results of the new actions undertaken by Ilya's team and decide whether they need further improvement.
D) Over the next month, Ilya should track the number of customer interactions and record how quickly team members responded.