Chapter 6: Controlling Flashcards
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).
Control
checking current performance against predetermined standards contained in the plans, with a view to ensure adequate progress and satisfactory performance
Eduard Franz Leopold Brech
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
Harold Koontz
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
Robert J. Mockler
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
Performance appraisal
employers can measure employee output on an hourly, daily, weekly, or monthly basis.
Units of output
refers to the frequency of prescription errors, incorrect transaction, complaints, and other clerical mistakes that compromise the operations of the pharmacy
Quality of work
this is an unquantifiable factor that is difficult to measure
Dependability
employee’s knowledge of the job, pharmacy, and parent company policies, among others
Job knowledge
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
Ability and willingness to work with others
pertains to the degree to which employees can work on their own and perform relatively unstructured tasks
Initiative and ability to handle ambiguity
The Appraisal Process:
- Establishing standards and measures
- Communicating job expectations
- Planning
- Monitoring performance
- Appraising
- Giving feedback
- Decision-making
- Developing performance
this stage refers to the identification of measures that would distinguish between successful and unsuccessful performance
Establishing standards and measures
employers should communicate to employees the guidelines and protocols that will be used in the appraisal process.
Communicating job expectations
this stage specifies the required resources of the organization to attain the set goals
Planning
done by observing the employee’s work, this stage should be able to provide assistance when needed and remove obstacles instead of interfering
Monitoring performance
this stage involves documenting performance through observation, recall, evaluation, written communications, and analysis of data
Appraising
involves verbal communication, listening, problem-solving, negotiating, compromising, conflict resolution, and reaching a consensus
Giving feedback
basing on the appraisal and feedback results, various ______can be made about giving rewards and sanctions
Decision-making
this stage provides opportunities for the development of skills and professional knowledge of employees
Developing performance
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
Traditional appraisal
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
Upward feedback
also known as multi-rater feedback, this approach gives the employees the opportunity to assess the manager and vice-versa
360 degrees feedback
employees evaluate their own performance, usually done one or two weeks before their performance review
Self-appraisal approach
the employer evaluates an employee based on observable dimensions of personality are integrity, honesty, punctuality, and dependability
Trait approach
bases the appraisal on work achievement judged against goals set manually by the supervisor and subordinate
Results approach
Methods in conducting appraisals:
Essay appraisal Ranking method Critical incident appraisal Management by objectives (MBO) Graphis rating scale
the evaluator provides a brief essay detailing his/her assessment of the strengths, weaknesses, and potentials of the employee
Essay appraisal
employees are ranked and compared to one another in terms of their work performance
Ranking method
the superior describes incidents, giving details on both positive and negative behaviors of the employee
Critical incident appraisal
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
Management by objectives (MBO)
this assessment makes use of a graphic rating scale to measure an employee’s quality of work
Graphic rating scale
