Chapter 6 Flashcards
the process of measuring performance and taking action to ensure desired results.
Controlling
a structured review of lessons learned and results accomplished through a completed project, task force assignment, or special operation.
After-action review
What Are the Four Steps in the Control Process?
(1) set performance objectives and standards,
(2) measure actual performance,
(3) compare actual performance with objectives and standards,
(4) take corrective action as needed.
measures performance results in terms of quantity, quality, cost, or time.
output standard
measures work efforts that go into a performance task.
input standard
Need for Action = Desired Performance - Actual Performance
control equation
focuses attention on differences between actual and desired performance.
Management by exception
ensures clear directions and needed resources before the work begins.
Feedforward control
focuses on what happens during the work process.
Concurrent control sometimes called steering controls
take place after a job or project is completed.
Feedback controls or post-action controls
occurs as people exercise self-discipline in fulfilling job expectations.
Internal control or self-control
occurs through direct supervision or administrative systems.
External control
influences behavior through authority, policies, procedures, job descriptions, budgets, and day-to-day supervision.
Bureaucratic control
influences behavior through social norms and peer expectations.
Clan control
the influence of market competition on the behavior of organizations and their members.
Market control
a process of joint objective setting between a superior and a subordinate.
Managing by objectives
document intentions to improve performance in a specific way.
Improvement objectives
document intentions to accomplish personal growth, such as expanded job knowledge or skills.
Personal development objectives
commits to quality objectives, continuous improvement, and doing things right the first time.
Total quality management (TQM)
involves always searching for new ways to improve work quality and performance.
Continuous improvement
graphical ways of displaying trends so that exceptions to quality standards can be identified.
Control charts
quality standard of 3.4 defects or less per million products or service deliveries.
Six Sigma
one-time activities with many component tasks that must be completed in proper order and according to budget.
Projects
makes sure that activities required to complete a project are planned well and accomplished on time.
Project management
