Question : Case Study 6:
IJK Retail is a chain of retail stores. The company aims to maintain consistent customer service standards across all its outlets.
Question:
What would be the first step for IJK Retail in the process of controlling?
Option 1: Setting customer service standards.
Option 2: Measuring customer satisfaction.
Option 3: Comparing sales data with targets.
Option 4: Taking corrective action.
Correct Answer: Setting customer service standards.
Solution : The correct answer is (a) Setting customer service standards.
The first step for IJK Retail in the process of controlling would be to set customer service standards. This involves defining clear and specific expectations for the level of customer service that the company aims to provide across all its retail outlets. These standards serve as benchmarks against which actual performance can be measured and evaluated. Once the standards are established, IJK Retail can then proceed with the subsequent steps of the controlling process, including measuring customer satisfaction, comparing performance to standards, and taking corrective action if necessary.
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