Management Ch. 9
Control Processes and Systems
Why and How Managers Control
↳ Controlling - The process of measuring performance and taking action to ensure desired
results
● Has a positive and necessary role in the management process
● Ensures that the right things happen, in the right way, at the right time
● Benefit: Organizational learning (Ex. After-action review)
Feedforward Controls
↳ Employed before a work activity begins
↳ Ensures that:
● Objectives are clear
● Proper directions are established
● Right resources are available
↳ Goal is to solve problems before they occur
Concurrent Controls
↳ Focus on what happens during work process
↳ Monitor ongoing operations to make sure they are being done according to plan
↳ Goal is to solve problems as they
occur
Feedback Controls
↳ Take place after work is completed
↳ Focus on quality of end results
↳ Goal is to solve problems after they
occur and prevent future ones
, Internal and External Control
↳ Internal Control - Allows motivated individuals and groups to exercise self-discipline in
fulfilling job expectations
↳ External Control - Occurs through personal supervision and the use of formal
administrative systems
↳ Self-Control - Internal control that occurs through self-discipline in fulfilling work and
personal goals and responsibilities
↳ Bureaucratic Control - Influences behavior through authority, policies, procedures, job
descriptions, budgets, and day-to-day supervision
↳ Clan Control - Influences behavior through norms and expectations set by the
organization's culture
↳ Market Control - Influence of market competition on the behavior of organizations and
their members
The Control Process
Step 1. Establishing objectives and standards
● Output Standards - Measure performance results in terms of quantity, quality, cost,
time
● Input Standards - Measure effort in terms of amount of work expended in task
performance
Step 2. Measuring actual performance
● Goal is accurate measurement of actual performance results and/or performance
efforts
● Must identify significant differences between actual results and original plan
● Effective control requires measurement
Control Processes and Systems
Why and How Managers Control
↳ Controlling - The process of measuring performance and taking action to ensure desired
results
● Has a positive and necessary role in the management process
● Ensures that the right things happen, in the right way, at the right time
● Benefit: Organizational learning (Ex. After-action review)
Feedforward Controls
↳ Employed before a work activity begins
↳ Ensures that:
● Objectives are clear
● Proper directions are established
● Right resources are available
↳ Goal is to solve problems before they occur
Concurrent Controls
↳ Focus on what happens during work process
↳ Monitor ongoing operations to make sure they are being done according to plan
↳ Goal is to solve problems as they
occur
Feedback Controls
↳ Take place after work is completed
↳ Focus on quality of end results
↳ Goal is to solve problems after they
occur and prevent future ones
, Internal and External Control
↳ Internal Control - Allows motivated individuals and groups to exercise self-discipline in
fulfilling job expectations
↳ External Control - Occurs through personal supervision and the use of formal
administrative systems
↳ Self-Control - Internal control that occurs through self-discipline in fulfilling work and
personal goals and responsibilities
↳ Bureaucratic Control - Influences behavior through authority, policies, procedures, job
descriptions, budgets, and day-to-day supervision
↳ Clan Control - Influences behavior through norms and expectations set by the
organization's culture
↳ Market Control - Influence of market competition on the behavior of organizations and
their members
The Control Process
Step 1. Establishing objectives and standards
● Output Standards - Measure performance results in terms of quantity, quality, cost,
time
● Input Standards - Measure effort in terms of amount of work expended in task
performance
Step 2. Measuring actual performance
● Goal is accurate measurement of actual performance results and/or performance
efforts
● Must identify significant differences between actual results and original plan
● Effective control requires measurement
