MAN 3025 - FINAL EXAM (CHAPTER 16)
QUESTIONS AND ANSWERS
Monitoring performance, comparing it with goals, and taking corrective action as needed
- Answer-controlling
Controlling is the fourth management _____ - Answer-function
What are the six reasons control is needed? - Answer-1. To adapt to change and
uncertainty
2. To discover irregularities and errors
3. To reduce costs, increase productivity, or add value
4. To detect opportunities and increase innovation
5. To provide performance feedback
6. To decentralize decision making and facilitate teamwork.
The four control process steps are: - Answer-1. establish standards
2. measure performance
3. compare performance to standards
4. take corrective action
What are two other names for a control standard? - Answer-performance standard or
standard
Desired performance level for a given goal - Answer-control standard
Control standards are best measured when they can be made _____ - Answer-
quantifiable.
For example, you can have a standard for employee satisfaction but expressed more
quantifiably in terms of reduced absenteeism and sick days and increased job
applications.
What are some examples of control standards that nonprofit institutions may have? -
Answer-level of charitable contributions, number of students or volunteers retained, or
degree of legal compliance
What are some examples of control standards that for-profit organizations may have? -
Answer-financial performance, employee hiring, manufacturing defects, percentage
increase in market share, percentage reduction in costs, number of customer
complaints, and return on investment
, What are some control standards that service organizations may have? - Answer-
number of customers, clients, or patients served; time spent with each; and resulting
level of satisfaction
What five sources is performance data usually obtained from? - Answer-1. employee
behavior
2. peer input
3. customer feedback
4. managerial evaluations
5. output from a production process
What important question should managers ask for performance that is below
standards? and why? - Answer-Is the deviation from performance significant?
The greater the difference between desired and actual performance, the greater the
need for action.
What is the term that describes the amount of deviation from the performance standard
that is acceptable? - Answer-range of variation
visual statistical tool used for quality control purposes - Answer-control charts
What does a control chart do? - Answer-They help managers set upper and lower
quality limits on a process and then monitor (control) performance in order to keep it
within these limits, correcting course if results stray outside the limits.
a control principle that states that managers should be informed of a situation only if
data show a significant deviation from standards - Answer-management by exception
In the fourth step of the control process, taking corrective action, there are three options
for managers: - Answer-1. make no changes
2. recognize and reinforce positive performance
3. take action to correct negative performance
What are the three types of controls? - Answer-1. feedforward control
2. concurrent control
3. feedback control
this type of control focuses on preventing future problems - Answer-feedforward control
How does feedforward control prevent future problems? - Answer-by collecting
performance information about past performances and then planning to avoid pitfalls or
roadblocks prior to starting a task or project.
this type of control entails collecting performance information in real time - Answer-
concurrent control
QUESTIONS AND ANSWERS
Monitoring performance, comparing it with goals, and taking corrective action as needed
- Answer-controlling
Controlling is the fourth management _____ - Answer-function
What are the six reasons control is needed? - Answer-1. To adapt to change and
uncertainty
2. To discover irregularities and errors
3. To reduce costs, increase productivity, or add value
4. To detect opportunities and increase innovation
5. To provide performance feedback
6. To decentralize decision making and facilitate teamwork.
The four control process steps are: - Answer-1. establish standards
2. measure performance
3. compare performance to standards
4. take corrective action
What are two other names for a control standard? - Answer-performance standard or
standard
Desired performance level for a given goal - Answer-control standard
Control standards are best measured when they can be made _____ - Answer-
quantifiable.
For example, you can have a standard for employee satisfaction but expressed more
quantifiably in terms of reduced absenteeism and sick days and increased job
applications.
What are some examples of control standards that nonprofit institutions may have? -
Answer-level of charitable contributions, number of students or volunteers retained, or
degree of legal compliance
What are some examples of control standards that for-profit organizations may have? -
Answer-financial performance, employee hiring, manufacturing defects, percentage
increase in market share, percentage reduction in costs, number of customer
complaints, and return on investment
, What are some control standards that service organizations may have? - Answer-
number of customers, clients, or patients served; time spent with each; and resulting
level of satisfaction
What five sources is performance data usually obtained from? - Answer-1. employee
behavior
2. peer input
3. customer feedback
4. managerial evaluations
5. output from a production process
What important question should managers ask for performance that is below
standards? and why? - Answer-Is the deviation from performance significant?
The greater the difference between desired and actual performance, the greater the
need for action.
What is the term that describes the amount of deviation from the performance standard
that is acceptable? - Answer-range of variation
visual statistical tool used for quality control purposes - Answer-control charts
What does a control chart do? - Answer-They help managers set upper and lower
quality limits on a process and then monitor (control) performance in order to keep it
within these limits, correcting course if results stray outside the limits.
a control principle that states that managers should be informed of a situation only if
data show a significant deviation from standards - Answer-management by exception
In the fourth step of the control process, taking corrective action, there are three options
for managers: - Answer-1. make no changes
2. recognize and reinforce positive performance
3. take action to correct negative performance
What are the three types of controls? - Answer-1. feedforward control
2. concurrent control
3. feedback control
this type of control focuses on preventing future problems - Answer-feedforward control
How does feedforward control prevent future problems? - Answer-by collecting
performance information about past performances and then planning to avoid pitfalls or
roadblocks prior to starting a task or project.
this type of control entails collecting performance information in real time - Answer-
concurrent control
