Question

You are a manger who employs a participative control approach. You have concluded that corrective action is necessary to improve customer satisfaction, but first you need to convince your employees that the problem exists. you think employees will find quantitative measurements more compelling than anecdotes .How can you use each type to show improvement over the coming time periods.

Answer 1

In participative control, every employee contributes something for improving the process of the organization so that proper control can be facilitated. Everyone from top level management to subordinate level becomes the part of the decision making process so that everyone feels important and accountable. Earlier, control function was done according to the facts and figures which were received from financial statements and reports. But now the focus is moving towards the customers so that true feedback can be obtained from them. A customer gives the actual response to the company which cannot be obtained from the files as the facts and figures can be modified any time and it might not match the actual factor which the management wants to measure. Therefore, in order to convince the employees that a problem does exist, anecdotes from customer interactions would be more compelling. This method is usually very fast and effective. If used efficiently, it can help the organization to grow by effective management of control function.