chapter 16 Principles of Management - C483

A control system that combines four sets of performance measures—financial, customer, business process, and learning and growth—is referred to as a(n) _____.

balanced scorecard.

Bureaucratic control includes such items as

budgets and statistical reports.

Control based on the norms, values, shared goals, and trust among group members is referred to as _____ control.

clan

In a typical control process, which of the following should be the step after measuring performance?

comparing performance against the standards

After Denise's restaurant opened, she spent the first two weeks closely correcting any flaws she found in the way the business operated. This is an example of _____ control.

concurrent

Ricardo, the director of a growing construction company, realizes that _____ has become an essential part of clan control because employees' jobs, the nature of management, and the employment relationship have all changed. In response, Ricardo feels he will be a better manager if he begins to utilize

empowerment

The principle of _____ states that only cases with significant deviation from the standard require corrective action, and managers need not be concerned with performance that equals or closely approximates the expected results.

exception

An evaluation conducted by one organization on another organization is referred to as a(n) _____ audit.

external

Sherri's team has been assigned the task of investigating PD Drainage, a construction firm that her company, High-Time Properties, Inc., is planning to acquire. Sherri is leading a(n)

external audit.

A common disadvantage of _____ control is the long time lags that often occur between performance and review, slowing down managerial response.

feedback

Kartik's company is about to start manufacturing a new product. Before beginning operations, Kartik and several other managers develop procedures to ensure that the planned activities are carried out properly. This is an example of _____ control.

feedforward

When legal experts advise companies to establish policies forbidding disclosure of proprietary information, they are exercising _____ control.

feedforward

What is the last step in the control process?

taking action to correct problems and reinforce successes

In which of the following types of control systems would business units be treated as profit centers that must trade resources via economic transactions?

market control

In order to gain employee acceptance of a control system, managers should

set performance standards that employees view as possible to achieve.

Which of the following is the first major step in a typical control process?

setting standards

_____ control systems are designed to measure progress toward set performance goals, and if necessary, to apply corrective measures to ensure that performance achieves managers' objectives.

Bureaucratic

_____ refers to focusing on short-term earnings and profits at the expense of longer-term strategic obligations.

Management myopia

_____ is designed to reduce defects in all organization processes—not just product defects but anything that may result in customer dissatisfaction.

Six sigma

To increase the likelihood that employees will accept a control system, it should have performance standards that are

useful and achievable.