Bonnie Goode supervises the online support staff in the customer service department of a software company. The employees are expected to handle 50 phone requests for help per day (250 in a five-day work week). Every Monday, Goode receives a report of each employee’s weekly performance relative to this standard. Her most recent report contained the following information.

a. As supervisor, how should Goode respond to each operator’s performance?

b. Is this control system an effective one for ensuring quality performance? Explain.