CONTROL MAKING SURE GOALS ARE ACHIEVED

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

2. MEASURE ACTUAL PERFORMANCE s WHAT s WHERE s WHEN s HOW

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

HOW TO MEASURE s TOOLS s JUDGMENT s OBSERVATION

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

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

EXCEPTION PRINCIPLE * ___________________________________ * * ** ___________________________________

TRENDS ___________________________________ * ___________________________________

4. CORRECTIVE ACTION s NEGATIVE DEVIATION s POSITIVE DEVIATION

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

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

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

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

CONTROL TOOLS s COUNTERS s CULTURE s NORMS s RITUALS s BEHAVIOR OF MANAGER s PERCEPTIONS

CONTROL TOOLS s PERFORMANCE APPRAISAL s SELECTION s SOCIALIZATION s TRAINING s SELF MONITORING

TYPES OF CONTROLS s FEEDFORWARD s INPUT s PRELIMINARY

TYPES OF CONTROLS s CONCURRENT s PROCESS s STEERING

TYPES OF CONTROLS s FEEDBACK s POST ACTION s OUTPUT s YES/NO

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

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

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

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

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

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