PLEASE RESPOND TO A,B,C,D AND E

A) When Sprint found they had an ASA of over eight minutes when the industry average was 30 seconds, this demonstrated the: need for change. need for a better budget. lack of rules and regulations. evaluation of the change. loss of market share.

B) Metrics frequently measure items such as time to answer, number of calls per hour, number of complaints per employee, as well as traditional financial metrics. These metrics are types of _____ controls. Managerial input output regulatory feedforward

C) By changing the norms of customer care and aligning the values of the managers, employees, and customers, Sprint was successful in improving performance through ______ control. Feedforward bureaucratic feedback clan

D) The documentary proof of the success of this change effort at Sprint reflects the final stage of the change process, which is based on: evaluating the change. implementing the change. instituting bottom-up change. instituting top-down change.

E) In order to change its customer responsiveness and improve its productivity and performance, Sprint concentrated on goal setting, monitoring and evaluating behavior, and managing how well Sprint was doing in achieving its goals and implementing its new strategy. Essentially, they put new ________ into place.