Britanica
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1-The general lack of control was caused because they failed to do a feedfarward control to anticipate what would happened to the website in the event that visitor would amount of the numbers it did. There were two people responsible for this; one was the chief executive Don Yaniass for not controlling and anticipating the critical control points of the company and being too slow to incorporate Britannica into an online world. If he would have done this , perhaps the amount of people visiting the website would have gradually increased allowing the technical supporters of the site to concurrently fix the problems that he site might have had.
When they finally did incorporate themselves , it had been so anticipated by people that they all bombarded a site that was not prepare to handle this kind of crowd because when they designed the site there was no precise emphasis on timeliness among other things. Also the chiefs technical officer did not make the proper arrangements to ensure that the website would be prepared in the event of a situation like this, so he also is to blame.
2- Britannica applied a feedback control as there first attempt at the website failed. They redesigned their website making sure that a crash would not occur again. The website was 2 to 10 times faster than be for which was able to withstand a surge of people and still function properly. They understood the economic feasibility of outsourcing. This would be more costly, but it obviously weighed against the benefits.
3- The new website this time applied a feed forward approach by not only making the website more efficient to the amount of people who were visiting presently, but it made it powerful enough to handle a bigger crowd , like in the case of the Supperball where the site functioned to perfection. The website was timely, accurate, the chief executives accepted that the control was needed integrating the performance with the needs. They did not seem to lack anything.