MGT 3013 Ron Anderson Chapter 16
Questions All Solved.
controlling - Answer Defined as monitoring performance, comparing it with goals, and taking
corrective action as needed
establish standards - Answer step one in control process
- BEST measure when they can be quantifiable
measure performance - Answer step two in control process
- written reports, oral reports, and personal observations
compare performance to standards - Answer step three in control process
- management by exception
take corrective action, if necessary - Answer step four in control process
levels of control - Answer - strategic
- tactical
- operational
balanced scoreboard - Answer Gives top managers a fast but comprehensive view of the
organization via four indicators
- customer satisfaction
- internal processes
- innovation and improvement activities
- financial measures
financial perspective - Answer "how do we look to shareholders?"
- profitability, growth, shareholder values
customer perspective - Answer "how do customers see us?"
- priority is taking care of the customer
internal business perspective - Answer "at what must we excel at?"
Questions All Solved.
controlling - Answer Defined as monitoring performance, comparing it with goals, and taking
corrective action as needed
establish standards - Answer step one in control process
- BEST measure when they can be quantifiable
measure performance - Answer step two in control process
- written reports, oral reports, and personal observations
compare performance to standards - Answer step three in control process
- management by exception
take corrective action, if necessary - Answer step four in control process
levels of control - Answer - strategic
- tactical
- operational
balanced scoreboard - Answer Gives top managers a fast but comprehensive view of the
organization via four indicators
- customer satisfaction
- internal processes
- innovation and improvement activities
- financial measures
financial perspective - Answer "how do we look to shareholders?"
- profitability, growth, shareholder values
customer perspective - Answer "how do customers see us?"
- priority is taking care of the customer
internal business perspective - Answer "at what must we excel at?"
