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MGT Chapter 16

The establishment of clear standards of performance
The basic control process begins with:
Concurrent; feedback
In terms of the basic methods of control, ____ control is an improvement over ____ control because it attempts to eliminate or shorten the delay between performance and feedback about the performance
Behavior; Output
___ control regulates workers’ performances on the job, while ____ control measures the results of their efforts.
Behavior and output
The two types of objective controls managers use are:
Balanced scorecard
___ is a control method that encourages managers to look beyond traditional measures to evaluate four different perspectives on company performance.
Concertive control
Normative controls should be used when:
Objective control
In the traditional control systems used at most companies, ____ measures are used to assess performance and influence behavior.
Shows whether a business or subset of a business is really making a profit
Economic value added (EVA) is so important to workers and managers because it:
Control
____ is the regulatory process of establishing standards that will achieve organizational goals, comparing actual performance to those standards, and then, if necessary, taking corrective action to restore performance to those standards.
Standards
___ are a basis of comparison for measuring the extent to which organizational performance is satisfactory or unsatisfactory.
Taking corrective action
Companies may determine standards by ____.
continuous, dynamic, and cybernetic
control is a(n) ___ process.
Concurrent control, feedback control, and feedforward control
The three basic control methods are ____.
Cybernetic Feasibility
____ is the extent to which it is possible to implement each step in the control process
Cybernetic Feasibility
According to the txt, which of the following factors can help managers to determine whether more control is possible?
Bureaucratic
____ control is top-down control in which managers try to influence employee behavior by rewarding or punishing employees for compliance or noncompliance with organizational policies, rules, and procedures.
Behavior; output
___ control regulates workers’ actions and routines on the job, while ___ control measures the results of their efforts.
Concertive; bureaucratic
Ironically, ___ control may lead to even more pressure for workers to conform to expectations than ___ control.
Concertive control
Instead of individuals sales people calling on its business customers Cedartree Tech uses sales teams. The sales team is given complete responsibility for developing long-term partnering relationships with each customer. What kind of control would the company’s sales manager most likely approve.
Balanced scorecard
___ is a control method that encourages managers to look beyond traditional measures to evaluate four different perspectives on company performance
Policies and procedures perspective
Which of the following is NOT one of the four perspectives measured in the Balanced Scorecard approach to control?
All of the perspectives examined by the Balanced Scorecard approach are of equal importance to a company’s success
Which of the following statements about the Balanced Scorecard approach to control is true?
Financial
In the traditional control systems used at most companies, ___ measures are used to assess performance.
Excellence, value, and conformance to expectations
Quality is typically defined and measured in three ways. They are____.
Customer defection
___ is a performance assessment in which companies identify which customers are leaving and the rate at which customers are leaving.
Value
When a company emphasizes ___ as its quality goal, managers must simultaneously control excellence, price, durability, or other features of a product or service that customers strongly associate with it.
Innovation and learning perspective
A company makes only one product. The company is carefully evaluating what it learned in becoming such a success to see if it could use the same strategy to expand internationally. Which perspective of the Balanced Scorecard is this manufacturer emphasizing?
EVA is the amount by which profits (or other expenses) exceed the cost of capital in a given year
Which of the following statements about Economic value added (EVA) is true?
Suboptimization
A large university library has decided to make it nearly impossible for all but the most renowned Civil War experts to access the Civil War collection. The Librarian in charge of this collection feels that this new policy will adversely influence the use of the collection in research on the experiences of everyday people during the war. This is an example of the use of control creating ____.
Allows companies to determine the ideal control methods
One of the advantages the Balanced Scorecard has over traditional control processes that rely solely on financial measures is that it ____.

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