Suppose that Southwest decided that they wanted to keep their cost per customer contact under 25 dollars. They would be involved in the part of the control process. Southwest has a strong corporate culture, and the company proclaims that it's purpose is to "Connect people to what's important in their lives through friendly, reliable, low-cost air travel. All Southwest employees are committed to making the company as low cost as possible, and they are constantly looking for ways to help Southwest reduce costs while maintaining outstanding customer service. This is an example of Suppose you are a gate manager for Southwest Airlines. Which of the following actions should you take if you want to use the balanced scorecard approach to control? Check all that apply.
O Measure operating expenses
O Measure competitor fare rates
O Measure technician job satisfaction
O Measure customer satisfaction