D: Chapter 20 The Importance of Control

Chapter Outline Introduction The meaning of control The importance of control Control Model Steps of control

Feedback Control Model If Inadequate If Adequate Adjust StandardsAdjust Performance Feedback Establish Strategic Goals 1. Establish standards of performance. 2. Measure actual performance. 3. Compare performance to standards. 4. Take corrective action. 4. Do nothing or provide reinforcement. NIST Quality Program

Chapter Outline Introduction Control Model Organizational control focus Feedforward Concurrent Feedback

Process Pre-Control Concurrent Control Feedback Control PreventiveCorrective InputOutput Control Model

Organizational Control Focus Feed forward Control Anticipates Problems Examples Pre-employment drug testingInspect raw materialsHire only college graduates Focus is on Inputs Concurrent Control Solve Problems as They Happen Examples Adaptive cultureTotal quality management Employee self-control Focus is on Ongoing Processes Feedback Control Solves Problems After They Occur ExamplesAnalyze sales per employeeFinal quality inspection Survey customers Focus is on Outputs

Feedforward Control Attempts to identify and prevent deviations Sometimes called preliminary or preventive control Focus is on Human Material Financial resources

Concurrent Control Monitors employees activities for consistency with performance standards Assesses Current work activities Relies on performance standards Includes rules and regulations

Feedback Control Focuses on outputs Sometimes called post action or output control

Chapter Outline Introduction Control Model Organizational control focus Types of control (controlling people) Control of activities Control of results Control of personnel

Chapter Outline Introduction Control Model Organizational control focus Types of control (controlling people) The changing philosophy of control

Control Philosophies Bureaucratic influencing behavior through; rules policies hierarchy of authority written documentation reward systems Decentralized relies on; cultural values traditions shared beliefs trust

Chapter Outline Introduction Control Model Organizational control focus Types of control (controlling people) The changing philosophy of control Control in the new workplace

New Workplace & Control  Open book management  Balanced scorecard  Financial  Customers  Internal business process  Learning and growth