MODULE 6: CONTROLLING Flashcards
LAST management process
CONTROLLING
a management action trying to ADJUST THE OPERATIONS of the organization to work to your predetermined standards
CONTROLLING
helps to IDENTIFY AND CHECK ERRORS that you have done from the beginning to the end to TAKE CORRECTIVE ACTIONS and avoid deviating away from the standards you have set for your organization and its
goals
CONTROLLING
the MEASUREMENT OF ACCOMPLISHMENTS against set standards and the CORRECTIVE MEASURES to be applied so that deviations from the standard are minimized
CONTROLLING
method by which the JOB PERFORMANCE of an employee is DOCUMENTED and EVALUATED
PERFORMANCE APPRAISAL
consist of REGULAR REVIEWS of employee performance within the organization
PERFORAMANCE APPRAISAL
a SYSTEMATIC AND PERIODIC PROCESS of ASSESSING the productive and performance of an employee in relation to organizational objectives
PERFORMANCE APPRAISAL
identifies the individual’s STRENGTHS AND WEAKNESSES
EMPLOYEE PERFORAMNCE APPRAISAL
holds important implications for EMPLOYEE MOTIVATION AND DISCONTENT, not only improving quality of work
EMPLOYEE PERFORMANCE APPRAISAL
it provides the employer with the information relative to the employee’s CAPACITY FOR RETENTION AND PROMOTION
EMPLOYEE PERFORMANCE APPRAISAL
employee performance appraisal provides the employer with the information relative to the employee’s capacity for ___________
RETENTION OR PROMOTION
it also identifies any TRAINING NEEDED to improve performance
EMPLOYE PERFORMANCE APPRAISAL
Factors to be measured for Employee Performance Appraisal
Unity of Output
Quality of Work
Dependability
Job Knowledge
Ability and Willingness to Work With Others
Initiative and Ability to Handle Ambiguity
FACTORS:
This can be measured on an hourly, daily, weekly, or monthly basis.
UNITY OF OUTPUT
FACTORS:
For pharmacists, this may be the NUMBER OF PRESCRIPTIONS DISPENSED PER DAY. For salespersons, it may be sales per day.
UNITY OF OUTPUT
FACTORS:
Based on the number of prescription ERRORS, incorrect transactions recorded, or number of complaints
QUALITY OF WORK
FACTORS:
based on the assessments made of the employee’s QUALITY OF EFFORTS
QUALITY OF WORK
QUALITY OF WORK is based on the assessments made of the employee’s _____
QUALITY OF EFFORTS
FACTORS:
Measured in terms of COMING TO WORK ON TIME, one assessment will be dependability to perform
DEPENDABILITY
FACTORS:
Another dimension is the extent to which the individual can be COUNTED ON TO DO A GOOD JOB
DEPENDABILITY
FACTORS:
This is an INTANGIBLE FACTOR that is HARD TO MEASURE. Perhaps the closest approximation is the quality of work
DEPENDABILITY
CLOSEST APPROXIMATION in measuring dependability
QUALITY OF WORK
FACTORS:
A person’s KNOWLEDGE OF THE JOB, pharmacy, and parent company policies, and so on can be measured through OBJECTIVE TESTING TECHNIQUES if desired.
JOB KNOWLEDGE
JOB KNOWLEDGE can be measured through ____ if desired
OBJECTVE TESTING TECHNIQUES
this can also be used to assess job knowledge
INFORMAL QUESTIONING of the employee
FACTORS:
Since the pharmacy relies in relatively few people, it is essential that they be willing and able to work in a COOPERATIVE SPIRIT.
ABILITY AND WILLINGNESS TO WORK WITH OTHERS
FACTORS:
This is DIFFICULT TO MEASURE QUANTITATIVELY.
ABILITY AND WILLINGNESS TO WORK WITH OTHERS
FACTORS:
OBSERVATION OF THE EMPLOYEES’ INTERACTION, as well as monitoring any conflict through grievances or other hostilities, provides several bases for rather subjective appraisals.
ABILITY AND WILLINGNESS TO WORK WITH OTHERS
openness to MULTIPLE INTERPRETATIONS
AMBIGUITY
FACTORS:
The extent to which individuals can WORK ON THEIR OWN and PERFORM RELATIVELY UNSTRUCTURED TASKS is a definite asset to the pharmacy.
INITIATIVE AND ABILITY TO HANDLE AMBIGUITY
MEASUREMENT used in Initiative and Ability to Handle Ambiguity
PSYCHOLOGICAL TESTING
Most pharmacy owners do not want to take the time or spend the money to conduct tests
INITIATIVE AND ABILITY TO HANDLE AMBIGUITY
EACH ASPECT OF INDIVIDUAL’S PERFORMANCE should be discussed in terms of _________, and how the latter can be
improved.
STRENGTHS AND WEAKNESSES
If evaluated, the employee appraisal process is NOT COMPLETE until it has been ____________ with the employee.
PERSONALLY DISCUSSED
The evaluation form will be _________ between the employer and the
employee.
REVIEWED AT A MEETING
This act promotes SUPERIOR-SUBORDINATE relationships.
EMPLOYEE APPRAISALS
EMPLOYEE APPRAISALS promotes ________ relationships
SUPERIOR-SUBORDINATE
Initially at the level of the individual employee and ultimately at the level of the organization
PERFORMANCE IMPROVEMENT
The basis for employment decisions
Promotions
Terminations
Transfers
Approaches to the PERFORMANCE APPRAISAL
Traditional Appraisal
Upward Feedback
360˚ Feedback
Self-Appraisal
Trait Approach
Based on Achievable Results
APPROACHES:
The manager discusses with the employee the performance for the PREVIOUS PERFORMANCE PERIOD.
TRADITIONAL APPRAISAL
APPROACHES:
The discussion is based on the MANAGER’S OBSERVATIONS of the employee’s performance.
TRADITIONAL APPRAISAL
TRADITIONAL APPRAISAL is based on the ____ of the employee’s performance
MANAGER’S OBSERVATIONS
APPROACHES:
This is also known as MANAGER FEEDBACK.
UPWARD FEEDBACK
APPROACHES:
UPWARDS FEEDBACK is also known as
MANAGER FEEDBACK
APPROACHES:
A process of DELIVERING FEEDBACK from SUBORDIANTE TO SUPERIORS.
UPWARD FEEDBACK
APPROACHES:
This is intended to identify ways to INCREASE MANAGEMENT EFFECTIVENESS.
UPWARD FEEDBACK
UPWARD FEEDBACK is intended to identify ways to increase ___________
MANAGEMENT EFFECTIVES
APPROACHES:
It creates a TWO-WAY COMMUNICATION between employees and managers that can assist in developing leadership skills.
UPWARD FEEDBACK
APPROACHES:
Also known as MULTI-RATER FEEDBACK
360 FEEDBACK
360 FEEDBACK is also known as
MULTI-RATER FEEDBACK
APPROACHES:
EMPLOYEES are allowed the opportunity to ASSESS THE MANAGER at the same time
360 FEEDBACK
APPROACHES:
The feedback would come from PEOPLE AROUND THE EMPLOYEE, including self-assessment and external sources such as CUSTOMERS.
360 FEEDBACK
in 360 feedback, the feedback would come from ________
PEOPLE AROUND THE EMPLOYEE
APPROACHES:
The results are often used by the person receiving the feedback to PLAN THEIR TRAINING AND DEVELOPMENT.
360 FEEDBACK
in 360 feeback, MOST AAURATE RATINGS come from raters who have known the subject for ________ years
1 - 5
APPROACHES:
Employees evaluate their OWN PERFORMANCE.
SELF APPRAISAL
APPROACHES:
Usually done 1 or 2 weeks before the employees performance review.
SELF APPRAISAL
SELF APPRAISAL is usually done ____ weeks before the employees performance review.
1 or 2
APPROACHES:
This will give the employee a chance to COMPARE HIS/HER OWN IMPRESSION of how well they did with the employers’ impression.
SELF APPRAISAL
APPROACHES:
It is important to an employee own advancement.
SELF APPRAISAL
APPROACHES:
The employer evaluates the employee on OBSERVABLE DIMENSIONS OF PERSONALITY.
TRAIT APPROACH
APPROACHES:
Examples of dimensions of personality are integrity, honesty, and punctuality.
TRAIT APPROACH
Examples of dimensions of personality
INTEGRITY
HONESTY
PUNCTUALITY
APPROACHES:
Based on work achievements JUDGED AGAINST GOALS SET MUTUALLY by the supervisor and subordinate
BASED ON ACHIEVABLE RESULTS
STRATEGIES:
The evaluator provides a BRIEF ESSAY providing an assessment of the strengths, weaknesses, and potential of the subject.
ESSAY APPRAISAL METHOD
STRATEGIES:
This assessment makes use of a GRAPHIC SCALE measuring the person’s QUALITY OF WORK. (average, above average, outstanding, unsatisfactory)
GRAPHIC RATING SCALE
STRATEGIES:
The superior DESCRIBES INCIDENTS, giving details on both positive and negative behaviors of the employee.
CRITICIAL INDEPENDENT APPRAISAL METHODS / CRITICAL INCIDENT
STRATEGIES:
This is based on the REACTION OF EMPLOYEE to the given incident–situational testing
CRITICAL INDEPENDENT / CRITICAL INCIDENT APPRAISAL METHOD
STRATEGIES:
In this technique, the employees are allowed to SET THEIR OWN REALISTIC PERFORMANCE GOALS.
MANAGEMENT BY OBJECTIVES (MBO)
STRATEGIES:
This ELIMINATES THE FEELING of employees that they are being JUDGED BY UNFAIRLY HIGH STANDARDS
MANAGEMENT BY OBJECTIVES (MBO)
STRATEGIES:
Employees are RANKED AND COMPARED to one another according to
their work performance
RANKING METHOD
an AID TO MEASURING – with a REASONABLE DEGREE OF ACCURACY and UNIFORMITY the abilities of one employee and the employee’s skill in his or her present job.
RATING SCALE
It will help to APPRAISE PRESENT PERFORMANCE as compared with previous performance in the same job, and it may indicate PROMOTION POSSIBILITIES.
RATING SCALE
Because the rating requires appraisal of the employee’s actual performance, snap judgment must be replaced by ___________.
CAREFUL ANALYSIS
CAREFUL ANALYSIS:
________ your general impression and concentrate on a SINGLE FACTOR at a time
DISREGARD
CAREFUL ANALYSIS:
______ all four specifications for each factor before determining which one CLOSELY FITS the employee.
READ
CAREFUL ANALYSIS:
In rating an employee, make your judgment on _____________________ in his or her daily routine. DON’T BE SWAYED by isolated
incidents that are not typical of his or her work.
INSTANCES OCCURING FREQUENTLY
CAREFUL ANALYSIS:
Don’t let ____________ govern your rating. Make it carefully so that it represents your FAIR, OBJECTIVE OPINION
PERSONAL FEELINGS
