INSTURCTIONS: Your Learning Team is a team of managers of a customer call center for timeshare vacations.

Discuss, with your team, the types of control measures you would use to see how efficient and effective an employee is.

Discuss, with your team, the measures you would use to evaluate the entire call center.

Make sure to answer all of the above according to my assigned part. I WANT YOU TO DO MY PART THAT I AM ASSIGNED TO WHICH IS “WRITTEN REPORTS”take THIS approach and elaborate on it?I HAVE ATTACHED THE TEXTBOOK,PLEASE REFER TO CHAPTER 18 AND ALSO PAGE 489.IT TALKS ABOUT WRITTERN REPORTS.WHEN YOU WRITE THIS PAPER TRY TO WRITE IT IN A TEAM PERSPECTIVE.HERE IS An EXAMPLE SENTENCE OF WHAT I MEAN “HAS A TEAM OF MANAGERS FOR THE CALL CENTER AT TIMESHARE VOCATIONS,THE TYPE OF CONTROLS MEASURE WE WOULD USES TO SEE EFFICIENT AND EFFECTIVE AN EMPLOYEE IS …….

Control process: A three-step process of measuring actual performance, comparing actual performance against a standard, and taking managerial action to correct deviations or inadequate standards

• Four approaches used by managers to measure and report actual performance are personal observations, statistical reports, oral reports, and written reports. Exhibit 18-3 summarizes the advantages and drawbacks of each approach. Most managers use a combination of these approaches.

• Some control criteria can be used for any management situation. For instance, all managers deal with people, so criteria such as employee satisfaction or turnover and absenteeism rates can be measured. Keeping costs within budget is also a fairly common control measure. Other control criteria should recognize the different activities that managers supervise. For instance, a manager at a pizza delivery location might use measures such as number of pizzas delivered per day, average delivery time, or number of coupons redeemed. A manager in a governmental agency might use applications typed per day, client requests completed per hour, or average time to process paperwork

• Refer to pages 489-490 in Ch. 18 for chart on Four approaches.

Robinson’s Plastic Pipe Corporation uses a computerized inventory data process- ing system. The basic input record to this system has the format shown in Table 9-8. You are performing an audit of source data controls for this system, and you have decided to use an input controls matrix for this purpose.

Required

Prepare an input controls matrix using the same format and listing the same input controls as shown in Figure 9-3; however, replace the field names shown in Figure 9-3 with those of the inventory transaction file shown in Table 9-8. Place checks in the cells of the matrix that represent input controls you might expect to find for each field

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