Chapter 11: Controlling Flashcards
What is controlling?
Controlling is the process of measuring performance and taking action to ensure desired results
What is a cybernetic control system?
It is self contained in its performance monitoring and correction capabilities. Think of a thermostat.
What is the control process?
- Establish objectives and standards
- Measure actual performance
- Compare results with objectives and standards
- Take corrective action
What is the difference between input and output standards?
Input standards measure work efforts that go into a performance task - Includes conformance to rules, efficiency in use of resources and work attendance
Output standards measure performance results in terms of quantity, quality, cost or time - Includes percentage error rate, number of its produced during a time period or customers served during a time period
What is the control equation, and how can we compare performance?
Need for action = Desired performance - Actual performance.
Historical comparison uses past performance as a benchmark for evaluation.
Relative comparison uses the performance achievements of others as the evaluation standard.
Engineering comparison uses standards that are set
scientifically.
What is management by exception, and what are two types of exceptions?
Management by exception focuses managerial attention on substantial differences between actual and desired performance.
A problem situation is one in which actual performance is below the standard. Corrective action is needed to restore performance to the desired level
An opportunity situation is one in which actual performance is above the standard. Action should be taken to continue this high level of accomplishment in the future, and standards or objectives may be altered to accomodate this.
What is an after-action review?
Where a group formally examines results to identify lessons learned in a completed project or special operation.
What are the types of control?
Feedforward controls ensure that directions and resources are right before the work begins. What needs to be done before we begin? (Eliminates potential problems for later)
Concurrent controls focus on what happens during the work process. What can we do to improve things before we finish? (Allows for corrective action before task is finished)
Feedback controls take place after an action is completed. Feedback controls focus on the quality of end results rather than on inputs and activities. Now that we are finished, how well did we do?
What is internal control?
Internal control occurs through self-discipline and self-control and relies on motivated individuals exercising self-control over their own behaviour
What is external control?
External control occurs through direct supervision or administrative systems such as rules and procedures. Types of external control include -
Bureaucratic control - authorities, policies, procedures
Clan control - norms and expectations set by culture
Market control - effects of market
