ch 16

Question 1

Controlling

Answer 1

monitoring performance, comparing it w goals, and taking corrective action as needed

Question 2

steps in the control process

Answer 2

1 establish standards
2 measure performance
3 compare performance to standards
4 take corrective action if necessary

Question 3

establish standards

Answer 3

the desired standard for a given goal

Question 4

measure performance

Answer 4

ususlaly obtained from written/oral reports and personal observations

Question 5

Compare performance to standards

Answer 5

-control charts
-management by exeption

Question 6

control charts

Answer 6

a vistual tool used for quality control purposes

Question 7

management by exception

Answer 7

control principle that states that a manager should be informed of a situation only if there is a big deviation from standards

Question 8

take corrective action

Answer 8

-make no changes
-notice and reinforce positive performance
-take action to correct negative performance

Question 9

why is control needed

Answer 9

to adapt to change and uncertaintiy

to discover errors

to detect opportunties

Question 10

feedfoward control

Answer 10

focus on preventing future problems

Question 11

concurrent control

Answer 11

collecting performance info in real time

Question 12

feedback control

Answer 12

collecting performance information after a task or project is done

Question 13

strategic control

Answer 13

monitring to ensure strategic plans are being implemented

Question 14

tactical control

Answer 14

monitring to ensure tactical plans are being implemented

Question 15

operational control

Answer 15

monitring to ensure that operational plans are being implemented

Question 16

6 areas of control

Answer 16

-structural
-cultural
-physical
-human resources
-informational
-financial

Question 17

structural

Answer 17

-bureaucratic control
-decentrailized control

Question 18

-bureaucratic control

Answer 18

characterized by use of rules, regulations,
and formal authority to guide performance

Question 19

Decentralized control

Answer 19

informal
structural arrangements

Question 20

financial control

Answer 20

-budget
-incremental budgeting

Question 21

incremental budgeting

Answer 21

Allocates inc or dec funds by using the last budget period as a reference point

Question 22

balance sheet

Answer 22

summarizes an orgs overall fnan worth at specific time

Question 23

income statement

Answer 23

summarizes an orgs fnan over period of time

Question 24

audit

Answer 24

formal verification of an orgs fnan and operational systems

-internal and external

Question 25

balanced scoreboard

Answer 25

give managers comprehensive view of the org via 4 indicators -customer satisfaction -internal processess -innovation and imporvement -financial measures

Question 26

customer

Answer 26

priority on the customer

Question 27

financial

Answer 27

Profitability, growth, shareholder values

Question 28

Internal business

Answer 28

Quality, employee skills, and productivity

Question 29

Innovation and learning

Answer 29

Learning and growth of employees

Question 30

strategy map

Answer 30

Visual representation of the 4 perspectives of balanced scorecard that enables managers to communicate r goals so everyone can understand how their jobs are linked to the overall objectives of the organization

Question 31

PDCA cycle

Answer 31

plan-do-check-act

Question 32

plan

Answer 32

plan desired and important chnages based on data

Question 33

do

Answer 33

implement the change

Question 34

check

Answer 34

check what happened after the change

Question 35

act

Answer 35

act on lessons learned after the results

Question 36

TQM

Answer 36

dedicated to continuous quality improvement, training, and customer satisfaction

Question 37

2 core principles of tqm

Answer 37

- people orientation -improvement orientation

Question 38

- people orientation

Answer 38

everyone involved in the org should focus on delivering value to customers

Question 39

improvement orientation

Answer 39

Everyone should work on continuously improving work processes

Question 40

rater scale

Answer 40

enables customers to rate the quality of a service along five dimensions -reliability -assurance -tangibles -empathy -responsiveness

Question 41

ERP

Answer 41

enterprise resource planning -information systems for integrating virtually all aspects of a business, helping managers stay on top of the latest developments

Question 42

benchmarking

Answer 42

a way to measure smth against the standard

Question 43

best practices

Answer 43

set of guidelines, ethics, or ideas that represent the most efficient course of action