Control (Chapter 16)

Question 1

regulatory process of establishing standards to achieve organizational goals, comparing actual performance against the standards, taking action when necessary

Answer 1

control

Question 2

a basis of comparison for measuring the extent to which various kinds of organizational performance are satisfactory or unsatisfactory

Answer 2

standards

Question 3

the process of identifying outstanding practices, processes, and standards in other companies and adapting them to your company

Answer 3

benchmarking

Question 4

process of steering or keeping on course

Answer 4

cybernetic

Question 5

a mechanism for gathering information about performance deficiencies after they occur

Answer 5

feedback control

Question 6

gathers information about performance deficiencies as they occur, eliminating/shortening the delay between performance and feedback about the performance

Answer 6

concurrent control

Question 7

mechanism for monitoring the performance inputs rather than outputs to prevent or minimize performance deficiencies before they occur

Answer 7

feedforward control

Question 8

occurs when behavior and work procedures do not conform to standards

Answer 8

control loss

Question 9

costs associated with implementing or maintaining control

Answer 9

regulation costs

Question 10

the extent to which it is possible to implement each step in the control process

Answer 10

cybernetic feasibility

Question 11

use of hierarchical authority to influence employee behavior by rewarding or punishing employees for compliance with organizational policies, rules, and procedures

Answer 11

bureaucratic control

Question 12

use of observable worker behavior or outputs to asses performance and influence behavior

Answer 12

objective control

Question 13

regulation of behaviors and actions that workers perform on the job

Answer 13

behavior control

Question 14

regulation of workers results or outputs through rewards and incentives

Answer 14

output control

Question 15

regulation of worker behavior and decisions through widely shared organizational values and beliefs

Answer 15

normative control

Question 16

regulation of worker behavior and decisions through work group values and beliefs

Answer 16

concertive control

Question 17

a control system in which managers and workers control their own behavior by setting their own goals, monitoring their own progress, and rewarding themselves for goal achievement

Answer 17

Self-control (self management)

Question 18

measurement of organizational performance in four equally important areas : finances, customers, internal operations, and innovation and learning

Answer 18

balanced scorecard

Question 19

performance investment in one part of an organization but only at the expense of decreased performance in another part

Answer 19

suboptimization

Question 20

a type of analysis that predicts how changes in a business will likely affect its ability to make more ash than it pays out

Answer 20

cash flow analysis

Question 21

accounting statements that provide a snapshot of a company’s financial position at a particular time

Answer 21

balance sheets

Question 22

accounting statements, also called “profit and loss statements” , that show what has happened to an organization’s income, expenses, and net profit over a period of time

Answer 22

income statements

Question 23

calculations typically used to track a business’s liquidity (cash), efficiency, and profitability over time compared to other businesses in the industry

Answer 23

financial ratios

Question 24

quantitative plans through which managers decide how to allocate available money to best accomplish company goals

Answer 24

budgets

Question 25

the amount of money by which company profits exceed the cost of capital in a given year

Answer 25

economics value added (EVA)

Question 26

a performance assessment in which companies identify which customers are leaving and measure the rate at which they are leaving

Answer 26

customer defections

Question 27

customer perception that product quality is excellent for the price offered

Answer 27

value