MODULE 1 - UNIT 5

Question 1

process of determining that everything is going according to plan.

Answer 1

controlling

Question 2

TYPE OF CONTROLLING: attempt to identify & prevent deviations in standards before it occurs

Answer 2

Feedforward aka preliminary/ preventive controls

Question 3

TYPE OF CONTROLLING:
- monitor ongoing employee activity to ensure consistency w/ quality standards.
- ensure that work activities produce the desired results

Answer 3

CONCURRENT

Question 4

STEPS IN CONTROLLING

Answer 4

1. set standards
2. measure performance
3. compare performance to standards
4. determine the reasons for deviations
5. take corrective action

Question 5

can include changes made to performance standards – setting them higher/lower or identifying new/additional standards

Answer 5

CORRECTIVE ACTION

Question 6

often stated in monetary terms such as revenue, costs, profits but may also be stated in other terms

Answer 6

PERFORMANCE STANDARS

Question 7

two traditional control techniques are

Answer 7

• Budget
• performance audits

Question 8

involves an examination & verification of records and supporting documents.

Answer 8

AUDIT

Question 9

TYPE OF AUDIT THAT provides info about where org is w/ respect to what was planned/ budget for

Answer 9

BUDGET AUDIT

Question 10

TYPE OF AUDIT THAT determine whether figures reported are reflection of actual performance

Answer 10

PERFORMANCE AUDIT

Question 11

REQUIREMENTS FOR ADEQUATE CONTROLS: control systems should reflect job they are to perform

Answer 11

Controls must reflect the nature and needs of the activity

Question 12

REQUIREMENTS FOR ADEQUATE CONTROLS: control system detects deviations before they actually occur

Answer 12

report deviations promptly

Question 13

REQUIREMENTS FOR ADEQUATE CONTROLS: manager should strive for control technique which forecast deviations in time for him to make corrections before problem occurs.

Answer 13

be forward looking

Question 14

REQUIREMENTS FOR ADEQUATE CONTROLS: not only point up deviations but should pinpoint them where they are important or strategic to his operations.

Answer 14

point up exceptions as strategic points

Question 15

REQUIREMENTS FOR ADEQUATE CONTROLS: should be definite & determinable in clear & positive way.

Answer 15

objective

Question 16

REQUIREMENTS FOR ADEQUATE CONTROLS: must remain workable in face of changed plans, unforeseen circumstances, or outright failures

Answer 16

flexible

Question 17

REQUIREMENTS FOR ADEQUATE CONTROLS: org, being principle vehicle for coordinating work of people w/ assigned duties and delegated authority, is also means of maintaining control

Answer 17

reflect the organization

Question 18

REQUIREMENTS FOR ADEQUATE CONTROLS: worth its cost

Answer 18

economical

Question 19

REQUIREMENTS FOR ADEQUATE CONTROLS: sometimes manager could understand controls if he would take time to learn techniques

Answer 19

understandable

Question 20

REQUIREMENTS FOR ADEQUATE CONTROLS: control system that detects deviations from plans will be little more than an interesting exercise if it does not show the way to corrective action

Answer 20

indicate corrective action

Question 21

performance measurement can be best understood thru considering definitions of words ‘_____ & _____’ acc. to _____:

Answer 21

performance’ & ‘measurement; BALDRIGE CRITERIA

Question 22

• output results & their outcomes obtained from processes, products, & services that permit evaluation &comparison relative to goals, standards, past results, & other orgs
• can be expressed in non-financial & financial terms.

Answer 22

performance

Question 23

• numerical info that quantifies input, output, & performance dimensions of processes, products, services, and the overall organization (outcomes)

Answer 23

measurement

Question 24

practical tool to help orgs do this by measuring where they are on path to Excellence; helping them understand gaps; & stimulating solutions

Answer 24

Excellence Model