Express Couriers Limited is a courier company providing services throughout India. It has its branches in all major cities. A branch is responsible for collecting courier materials letters, packets and other deliverable materials. These materials are sorted destination-wise and handed over to transporters accordingly. The branch is also responsible for delivering materials to customers within its specified area. The business of the company was quite good. However, recents customer complaints have increased recently. These complaints are mostly related to late receipt of materials. The company is worried about this and wants to overcome this by using a function of management. (a) Name the function of management suitable for the company in the above case by quoting level. (b) What should be the key area that needs to be improved? (c) Suggest standards that should be used to overcome the problems.