Chapter 6: Controlling

Question 1

it means to exercise restraining or directing influence over someone or something (to regulate); to have power over (to rule), or to reduce the incidence or severity of (to moderate).

Answer 1

Control

Question 2

checking current performance against predetermined standards contained in the plans, with a view to ensure adequate progress and satisfactory performance

Answer 2

Eduard Franz Leopold Brech

Question 3

controlling is the measurement and correction of performance in order to make sure that enterprise objectives and the plans devised to attain them are accomplished

Answer 3

Harold Koontz

Question 4

a systematic effort by business management to compare performance to predetermined standards, plans, or objectives in order to determine whether performances are in line with these standards and presumably in order to take any remedial action required to see that human and other corporate resources are being used in the most effective and efficient way possible in achieving corporate objectives

Answer 4

Robert J. Mockler

Question 5

also known as a performance review, performance evaluation, and employee appraisal. It is a method of control that documents and evaluates the job performance of an employee

Answer 5

Performance appraisal

Question 6

employers can measure employee output on an hourly, daily, weekly, or monthly basis.

Answer 6

Units of output

Question 7

refers to the frequency of prescription errors, incorrect transaction, complaints, and other clerical mistakes that compromise the operations of the pharmacy

Answer 7

Quality of work

Question 8

this is an unquantifiable factor that is difficult to measure

Answer 8

Dependability

Question 9

employee’s knowledge of the job, pharmacy, and parent company policies, among others

Answer 9

Job knowledge

Question 10

employee’s willingness to work as a team is essential given that most pharmacies rely on a few people. Unquantifiable, but can be assessed through observing employee dynamics and monitoring conflicts at work

Answer 10

Ability and willingness to work with others

Question 11

pertains to the degree to which employees can work on their own and perform relatively unstructured tasks

Answer 11

Initiative and ability to handle ambiguity

Question 12

The Appraisal Process:

Answer 12

1. Establishing standards and measures
2. Communicating job expectations
3. Planning
4. Monitoring performance
5. Appraising
6. Giving feedback
7. Decision-making
8. Developing performance

Question 13

this stage refers to the identification of measures that would distinguish between successful and unsuccessful performance

Answer 13

Establishing standards and measures

Question 14

employers should communicate to employees the guidelines and protocols that will be used in the appraisal process.

Answer 14

Communicating job expectations

Question 15

this stage specifies the required resources of the organization to attain the set goals

Answer 15

Planning

Question 16

done by observing the employee’s work, this stage should be able to provide assistance when needed and remove obstacles instead of interfering

Answer 16

Monitoring performance

Question 17

this stage involves documenting performance through observation, recall, evaluation, written communications, and analysis of data

Answer 17

Appraising

Question 18

involves verbal communication, listening, problem-solving, negotiating, compromising, conflict resolution, and reaching a consensus

Answer 18

Giving feedback

Question 19

basing on the appraisal and feedback results, various ______can be made about giving rewards and sanctions

Answer 19

Decision-making

Question 20

this stage provides opportunities for the development of skills and professional knowledge of employees

Answer 20

Developing performance

Question 21

manager discusses with the employee the latter’s performance during the previous performance period. discussion is based on the manager’s observation and evaluation of the employee’s performance

Answer 21

Traditional appraisal

Question 22

also known as feedback on manager performance, this approach involves the process of delivering feedback from subordinates to superiors. This is intended to identify ways to increase management effectiveness. It creates a two-way communication between employees and managers that can assist in developing leadership skills

Answer 22

Upward feedback

Question 23

also known as multi-rater feedback, this approach gives the employees the opportunity to assess the manager and vice-versa

Answer 23

360 degrees feedback

Question 24

employees evaluate their own performance, usually done one or two weeks before their performance review

Answer 24

Self-appraisal approach

Question 25

the employer evaluates an employee based on observable dimensions of personality are integrity, honesty, punctuality, and dependability

Answer 25

Trait approach

Question 26

bases the appraisal on work achievement judged against goals set manually by the supervisor and subordinate

Answer 26

Results approach

Question 27

Methods in conducting appraisals:

Answer 27

Essay appraisal
Ranking method
Critical incident appraisal
Management by objectives (MBO)
Graphis rating scale

Question 28

the evaluator provides a brief essay detailing his/her assessment of the strengths, weaknesses, and potentials of the employee

Answer 28

Essay appraisal

Question 29

employees are ranked and compared to one another in terms of their work performance

Answer 29

Ranking method

Question 30

the superior describes incidents, giving details on both positive and negative behaviors of the employee

Answer 30

Critical incident appraisal

Question 31

the employees are allowed to set their own realistic performance goals, this eliminates the feeling of the employees being judged unfairly by using high standards

Answer 31

Management by objectives (MBO)

Question 32

this assessment makes use of a graphic rating scale to measure an employee’s quality of work

Answer 32

Graphic rating scale