Week 5 Learning Team Reflection

Week 5 Learning Team Reflection
University of Phoenix
Daniel Nieves, Boris Royster, Mike Greer
February 2, 2015

Controls are crucial to any business big or small.   “Effective controls ensure that activities are completed in ways that lead to the attainment of goals” (Robbins 486).   Thus, when finding ourselves in a management group at a customer call center selling timeshares we also need to make sure that proper controls are in place to achieve goals within our organization.   Therefore, as managers we need to make sure that these proper controls are created to evaluate employee efficiency and effectiveness and that measures are in place for evaluating the call center as a whole.
As many of us know all organizations need the appropriate tools in order to successfully measure organizational performance. In this case the call center is no difference, and the evaluation of it must take place through certain measurements. Managers can implement controls before, during, and after activity to get a feel how the organization is operating as a whole. According to Robbins & Coulter 2012, feedforward control prevents problems by taking place before the actual activity, concurrent control takes place while work activity is in progress, and feedback control takes place after the activity is done. Each control measure has value, and the call center through these controls would be able to measure performance through these methods. Using the feedback control method the call center can assess whether or not their planning efforts are effective enough to move forward. Also, feedback controls would be able to enhance employee motivation at the call center by letting people know how well they are doing.
Several other more specific controls would be used at our call center. Financial controls would be set it place in order to view the organization’s finances. This will allow us to see if the call center is actually aiding in the organizational efforts...