MAKING SURE GOALS ARE ACHIEVED CONTROL MAKING SURE GOALS ARE ACHIEVED

1. SET STANDARDS STATE GOALS IN MEASURABLE PERFORMANCE STANDARDS COME FROM GOALS GOVERNMENT CUSTOMER HISTORICAL

2. MEASURE ACTUAL PERFORMANCE WHAT WHERE WHEN HOW

WHAT, WHERE, WHEN CRITICAL, STRATEGIC CONTROL POINTS IMPORTANT OPERATIONS, TASKS, OUTCOMES WHEN PROBLEMS “SMALL,” CAN FIX SEASONAL, CYCLICAL

HOW TO MEASURE TOOLS JUDGMENT OBSERVATION

3. COMPARE ACTUAL TO STANDARD SIGNIFICANT DEVIATION ACCEPTABLE PERF., BEHAVIOR EXCEPTION PRINCIPLE WATCH TRENDS

SIGNIFICANT DEVIATION BUDGET IS 10,000 UNITS/MONTH VARIANCE = 400 +, - POLICY ACCEPTABLE LIMITS

EXCEPTION PRINCIPLE * ___________________________________ * * *

TRENDS ___________________________________ * * *

4. CORRECTIVE ACTION NEGATIVE DEVIATION POSITIVE DEVIATION

+, - DEVIATION BUDGET IS 10,000 UNITS/MONTH ACTUAL = 9,100 VARIANCE = 400 +, - ACTUAL = 9,100 OUT OF CONTROL

+, - DEVIATION BUDGET IS 10,000 UNITS/MONTH ACTUAL = 10,500 VARIANCE = 400 +, - ACTUAL = 10,500 OUT OF CONTROL??

IF “OUT OF CONTROL” OPERATIONS OUT OF CONTROL GOALS NOT APPROPRIATE CONTROLS NOT WORKING, NOT APPROPRIATE

CONTROL TOOLS BUDGETS, STATEMENTS RULES, PROCEDURES, POLICY DIRECT SUPERVISION GOALS CHARTS

CONTROL TOOLS COUNTERS CULTURE NORMS RITUALS BEHAVIOR OF MANAGER PERCEPTIONS

CONTROL TOOLS PERFORMANCE APPRAISAL SELECTION SOCIALIZATION TRAINING SELF MONITORING

TYPES OF CONTROLS FEEDFORWARD INPUT PRELIMINARY

TYPES OF CONTROLS CONCURRENT PROCESS STEERING

TYPES OF CONTROLS FEEDBACK POST ACTION OUTPUT YES/NO

POSSIBLE NEGATIVES OF CONTROLS HIGHLIGHTS FAILURE REWRD NOT TIED TO CONTROLS EMPHASIS ON NUMBERS EMPHASIS ON ONE PART NOT UNDERSTOOD, ACCEPTED

POSSIBLE NEGATIVES OF CONTROLS BEIGN “WATCHED” IMPOSED FROM ABOVE USEFUL THER, NOT TO PERSON INADEQUATE TRAINING, SKILL INADEQUATE INCENTIVE

QUALITIES OF EFFECTIVE CONTROL SYSTEM ACCURATE VALID RELIABALE TIMELY STRATEGIC CONTROL POINTS FORWARD LOOKING EXCEPTION PRINCIPLE

QUALITIES OF EFFECTIVE CONTROL SYSTEM (CONT’D) ECONOMICAL FLEXIBLE UNDERSTANDABLE MULTIPLE CRITERIA

QUALITIES OF EFFECTIVE CONTROL SYSTEM (CONT’D) LEAD TO CORRECTIVE ACTION COORDINATED WITH WORK FLOW, ORG. DESIGN COORDINATED WITH PEOPLE FOCUSED ON MISSION

RELATIONSHIPS: GOALS AND DELEGATION OF AUTHORITY LEADER EXAMPLE MOTIVATION GOALS, PLANS, MISSION COMMUNICATION PERFORMANCE APPRAISAL