Question

Read the case study on Legal Sea Foods and select the correct answer to the following four multiple-choice questions below.

Legal Sea Foods Inc. (www.legalseafoods.com) has set the standard for quality and freshness in the seafood and restaurant business for more than 60 years. With more than 30 restaurants up and down the East Coast, Legal Sea Foods has earned scores of honors and awards and proudly carries its well-earned reputation as the nation’s finest seafood restaurant. There are over 4,000 employees in 35 locations.

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.

When Legal Sea Foods immediately tests the fish before packaging and shipping it to its restaurants, it is using ________ control.

a market

b concurrent

c feedback

d feedforward

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?

a financial

b business processes

c customer satisfaction

d learning and growth

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.

a clan

b tactical

c bureaucratic

d market

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.

a clan

b feedback

c concurrent

d feedforward

Answer 1

Q1) When Legal Sea Foods immediately tests the fish before packaging and shipping it to its restaurants, it is using

d feedforward control

Q2) 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 - c) customer satisfaction

Q3) 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 a) Clan control system.

Q4) 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 c) concurrent control.