Company views the use of control systems across

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Reference no: EM132241319

Legal Sea Foods is known for its dedication to high standards. The company views the use of control systems across all of its functions—supply chain, finance, information technology, and human resources—as the key to success. The company opened an $18 million Quality Control Center (QCC) in Boston, a 35,000-square-foot refrigerated space for testing and processing the 120 tons of fish and seafood that travel weekly through its doors. Legal Sea Foods buys seafood daily; every catch is tested as part of Legal Sea Foods' own quality protocols. Once a catch is deemed fork-worthy, it is immediately packaged into vacuum-sealed portions. Product tested today at the QCC will ship the following day by truck or air to restaurants up and down the Eastern Seaboard. The quality story extends to hiring the right people and helping them grow. Believing the best dining experience comes when the servers connect with customers on an "emotional" level, Legal Sea Foods uses an assessment tool to gauge how well a candidate can create such moments with guests. A week-long orientation for new hires begins with presentations on the company's history, culture, and values and continues with interactive training. Hourly workers have a "learning coach" who mentors them and helps them develop new skills. Computer classes, instruction on seafood, and other learning opportunities are available on an ongoing basis to ensure that the staff understand Legal Sea Foods standards and can carry them out.

1. Legal Sea Foods uses an assessment tool to gauge how well an applicant can create an "emotional" dining experience. Using the balanced scorecard approach, Legal Sea Foods is addressing which of the following performance measures?

financial

business processes

customer satisfaction

learning and growth

2. Hourly workers at Legal Sea Foods have a "learning coach" who mentors them and helps them develop new skills. This would likely be indicative of a ________ control system.

clan

tactical

bureaucratic

market

3. Legal Sea Foods' shipping department ensures that the vacuum-sealed seafood is shipped via truck or air to the correct restaurants. This is an example of ________ control.

clan

feedback

concurrent

feedforward

4. Legal Sea Foods conducted a customer service survey to gauge their patrons' perception of the service received in their restaurants in areas such as food, servers, cleanliness, and so on. The information from the surveys allowed them to make adjustments in the service they provided. This is an example of which type of control?

clan

feedback

concurrent

feedforward

Reference no: EM132241319

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