Chapter 15 BUSA.docx - Chapter 15 Control THE CONTROL PROCESS CONTROL the regulatory process of establishing standards to achieve organizational goals

Chapter 15 BUSA.docx - Chapter 15 Control THE CONTROL...

This preview shows page 1 - 2 out of 3 pages.

Chapter 15: Control THE CONTROL PROCESS CONTROL: the regulatory process of establishing standards to achieve organizational goals, comparing actual performance to the standards, and taking corrective action when necessary to restore performance to those standards. o Achieved when behavior and work procedure conform to standards and company goals are accomplished. (A) Establishing Standards: o The control process begin when managers set goals and specify the performance standards. o STANDARDS : are a basis of comparison for measuring the extent to which organizational performance is satisfactory or unsatisfactory. o Good standards must enable goal achievement. And is determined by listening to customers’ comments, complaints, suggestions or observing the competition. o Standards can be determined by benchmarking other companies. o BENCHMARKING : the process of determining how well other companies are performing business functions or tasks. In other words, determining the other company’s standards. Determine what to benchmark. Identify the companies against which to benchmark your standards. Collect data to determine other companies’ performance standards. (B) Comparing Performance to Standards : the quality of performance largely depends on the measurement and information systems a company uses to keep track of performance. o Using mystery shoppers: individuals who visit stores pretending to be customers but are really there to determine whether employees provide customer service. (C) Taking Corrective Action: identify performance deviations, analyze those deviations, and then develop and implement programs to correct them. (D) Dynamic, Cybernetic Process o Control is not a one-time-achievement or result. Rather, it continues over time (Dynamic). o Requires daily, weekly, monthly attention from managers if performance levels are to be maintained at the standard. o CYBERNETIC: meaning “steersman” – that is, one who steers or keeps on course. (E) Feedback, Concurrent, and Feedforward Control: there are 3 basic control methods.
Image of page 1

Subscribe to view the full document.

Image of page 2

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern

Ask Expert Tutors You can ask 0 bonus questions You can ask 0 questions (0 expire soon) You can ask 0 questions (will expire )
Answers in as fast as 15 minutes