Ch 16 - Ch. 16 -Control If you cant measure it, you cant...

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Ch. 16 -Control “If you can’t measure it, you can’t manage it.” -famous quote attributed to multiple management gurus.
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Controlling (verb): Monitoring performance, comparing performance with goals, and making adjustments as needed.
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Why is controlling important? Important management function (remember POLC?). .. increase productivity, reduce costs, and add value. Productivity = (output/inputs) Adjust to change and uncertainty. Identify problems/errors/irregularities and correct. Identify opportunities. Overcome complexity through focus. Distribute decision making.
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4 control process steps: Establish standards Measure performance Compare performance to established standards Make adjustments/corrections if needed
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The “Balanced Score Card” Framework: Customer satisfaction Measure customer service, compare with goals, make changes if needed Internal processes Measure business processes (productivity, employee skills, etc.), compare with goals, make changes if needed
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This note was uploaded on 04/08/2011 for the course BUS 315 taught by Professor Powell during the Spring '11 term at University of Hawaii, Manoa.

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Ch 16 - Ch. 16 -Control If you cant measure it, you cant...

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