MGT 3013 Ron Anderson Chapter 16 Questions All Solved.

MGT 3013 Ron Anderson Chapter 16
Questions All Solved.
controlling - Answer Defined as monitoring performance, comparing it with goals, and taking
corrective action as needed



establish standards - Answer step one in control process

- BEST measure when they can be quantifiable



measure performance - Answer step two in control process

- written reports, oral reports, and personal observations



compare performance to standards - Answer step three in control process

- management by exception



take corrective action, if necessary - Answer step four in control process



levels of control - Answer - strategic

- tactical

- operational



balanced scoreboard - Answer Gives top managers a fast but comprehensive view of the
organization via four indicators

- customer satisfaction

- internal processes

- innovation and improvement activities

- financial measures



financial perspective - Answer "how do we look to shareholders?"

- profitability, growth, shareholder values



customer perspective - Answer "how do customers see us?"

- priority is taking care of the customer



internal business perspective - Answer "at what must we excel at?"