MGMT Final Ch. 14

Question 1

Controlling

Answer 1

The process of monitoring progress and taking corrective action when needed to ensure objectives are achieved

Question 2

Why is control needed?

Answer 2

To help achieve objectives through control to monitor and measure performance

Question 3

Control Systems Process

Answer 3

Inputs: preliminary control (gets feedback)

Transformation process: concurrent control (gives and gets feedback)

Outputs: rework control (gives and gets feedback)

customer/stakeholder satisfaction: damage control (gives feedback)

Question 4

Keys to successful control systems and barriers to control

Answer 4

Strategic and results oriented

Timely, accurate, and objective

Realistic, positive, and understandable & encourage self-control

Flexible

Barriers to control

Too much control

Too little employee participation

Overemphasis on means

Question 5

Feedforward control

Answer 5

identifying and preventing problems in an organization before they occur

Question 6

Concurrent Control

Answer 6

Action taken to ensure that standards are met as inputs are transformed into outputs

Question 7

Feedback Control

Answer 7

help to use customers opinions as how to improve

Question 8

Rework control

Answer 8

action taken to fix an output

Question 9

Damage Control

Answer 9

action taken to minimize negative impacts on customers/stakeholders due to faulty outputs

Question 10

Constant Control

Answer 10

self, clan, standing plans, and machine monitoring

Question 11

Periodic Control

Answer 11

regular meetings and reports

Question 12

Occasional Control

Answer 12

observation, exception principle, special reports, project

Question 13

Financial Control- Budget

Answer 13

a planned quantitative allocation of resources for specific activities

Question 14

Financial Control- financial statement

Answer 14

the income statement, balance sheet, and cash flow statement

Question 15

Financial Control- Audits

Answer 15

An official inspection of an individual’s or organization’s accounts, typically by an independent body

Question 16

Coaching

Answer 16

Feedback, correction coaching action

Is the process of giving motivational feedback to maintain and improve performance

seeing why employee is lacking in performance and evaluated what the issue is and how to help

Question 17

Counseling

Answer 17

Dealing with a problem employee who is not performing to standards or is violating standing plans

Question 18

Management Counseling

Answer 18

the process of giving employees feedback so they realize that a problem is affecting their job performance and referring employees with problems to the employee assistance program

Question 19

Discipline

Answer 19

corrective action to get employees to meet standards and standing plans

Question 20

Progressive Discipline

Answer 20

1. Oral warning
2. Written warning
3. Suspension
4. Dismissal

Question 21

Effective discipline

Answer 21

1. Refer to past feedback (refresh memory on issue)
2. Ask why the undesired behavior was used (give chance to explain)
3. Give the discipline (if there was no good reason for behavior)
4. Get a commitment to change and develop a plan
5. Summarize and state the follow-up (make sure there is clear agreement and understanding of the discipline)

Question 22

Handling customer complaints

Answer 22

Admit the mistake and apologize

Ask for, and agree on, a solution

Implement the solution quickly

Prevent future complaints

Question 23

Handling employee complaints

Answer 23

Listen to the complaint and paraphrase it

Ask the complainer to recommend a solution

Schedule time to get all the facts and make a decision

Develop a plan for addressing the complaint

Implement the plan and a follow up