Corrine, a customer service manager, tracks monthly complaints and has been trying over the past six months to reduce them to fewer than 0.2% with additional training for her staff. She is engaged in
A. controlling.
B. organizing.
C. measuring.
D. leading.
E. planning
A. controlling.
Controlling is defined as monitoring performance, comparing it with goals, and taking corrective action as needed. Corrine is undertaking this process with customer complaints, one measure of performance.
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