Overview

Controlling ensures that actual performance aligns with plans. Managers set standards, measure results, and take corrective action. Quality management extends control by embedding continuous improvement practices such as Total Quality Management (TQM) and Six Sigma.

Key Concepts

• Control Process: Establish standards → Measure performance → Compare → Correct.
• Types of Controls: Feedforward (input), Concurrent (process), Feedback (output).
• Financial Controls: Budgets, ratio analysis, balanced scorecard.
• Quality Tools: PDCA cycle, Pareto charts, fishbone diagrams, control charts.
• TQM Principles: Customer focus, continuous improvement, employee involvement.
• Six Sigma: DMAIC methodology aiming for 3.4 defects per million opportunities.
• Benchmarking: Comparing processes to industry best practices.

Step-by-Step Example

Scenario: A call center targets average handle time (AHT) of 4 minutes. Last month AHT averaged 5.2 minutes.

Step 1 – Measurement: Pull KPI report; verify data accuracy.

Step 2 – Analysis: Fishbone diagram reveals root causes—script complexity and outdated knowledge base.

Step 3 – Corrective Action: Implement feedforward control—update knowledge base and simplify scripts; conduct agent training.

Step 4 – Follow-Up: Monitor weekly; goal is AHT ≤ 4.2 minutes within one month.

Answer: Applying the control cycle plus quality tools closes the performance gap and enhances service.

Quick Tip