Roberta, a customer service manager, tracks monthly complaints and has been trying over the past six...

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Roberta, a customer service manager, tracks monthly complaints and has been trying over the past six months to reduce complaints to less than 0.2 percent through additional training for her staff. She is engaged in O planning. O controlling. O organizing. measuring. O leading. Roberta, a customer service manager, tracks monthly complaints and has been trying over the past six months to reduce complaints to less than 0.2 percent through additional training for her staff. She is engaged in O planning. O controlling. O organizing. measuring. O leading.

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