a control plan for retaining loyal customers must include: What aspect of performance you want your Operation Managers to measure (performance indicators). How frequent (every shift, weekly, monthly) you want the performance indicators to be measured and communicated. How the results of performance indicators will be communicated to the employees. Suggested targets for the performance indicators. How you will engage and empower your employees to own their work, the results of the performance indicators under their control and needs for improvement whenever performance results are below target. You need to make sure that the answer to this topic, as it relates to engagement and empowerment of your employees, are aligned to your answer in topic 2.b