The sales of a manufacturer of home audio systems have been declining noticeably over the last several quarters. Javed, the CEO, meets with several managers, including Dinesh, the head of the customer service department, and Leela, a customer response team leader. It is determined that while the company's quality and innovation standards are being met and even exceeded, its customer service is not performing as well as it should be. Javed decides to implement a goal of raising the quality of the company's interactions with customers by their next quarterly meeting. Given what you know about the control process, what should the team do next?

The sales of a manufacturer of home audio systems have been declining noticeably over the last several quarters. Javed, the CEO, meets with several managers, including Dinesh, the head of the customer service department, and Leela, a customer response team leader. It is determined that while the company's quality and innovation standards are being met and even exceeded, its customer service is not performing as well as it should be. Javed decides to implement a goal of raising the quality of the company's interactions with customers by their next quarterly meeting. Given what you know about the control process, what should the team do next