Ambazam, an airline shuttle service operating out of the Tampa, Florida, USA, airport wishes to analyse the necessary controls required for their operation. They pick up arrivals at the airport and deliver people to the airport from hotels in the Tampa area. They operate five shuttle vans and have 10 employees. Their owner, Julio Cruz’s, objective is to respond quickly to calls, be courteous to customers and keep hotel employees who refer them to hotel guest happy.

Required:

For each of the seven factors that influence the way people look at controls discuss how Mr. Cruz could use these factors to set controls the assure employees, customers and hotel employees meet the objectives.