Chapter 9

Walgreens uses a traditional approach to strategic control, meaning that they formulate strategies, implement those strategies, and then measure performance. To make sure that employees are adhering to this approach in implementing strategies they utilize behavioral control. Behavioral control allows employees to know the culture and receive for rewards good behaviors. For example, Walgreens wants each store to hit a certain goal for vaccines. When checking out a patient we have a script that we are to say, “Welcome to Walgreens, are you here to receive vaccines today?”. Saying this shows everyone the culture of wanting people to be protected and healthy. This has patients thinking about what vaccines that they need and even though they may not get one that visit they can set up an appointment for a later time. Asking every patient this increases the amount of vaccines given, allowing us to reach our goal and get the reward for meeting expectations.

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