Study your flashcards anywhere!

Download the official Cram app for free >

  • Shuffle
    Toggle On
    Toggle Off
  • Alphabetize
    Toggle On
    Toggle Off
  • Front First
    Toggle On
    Toggle Off
  • Both Sides
    Toggle On
    Toggle Off
  • Read
    Toggle On
    Toggle Off

How to study your flashcards.

Right/Left arrow keys: Navigate between flashcards.right arrow keyleft arrow key

Up/Down arrow keys: Flip the card between the front and back.down keyup key

H key: Show hint (3rd side).h key

A key: Read text to speech.a key


Play button


Play button




Click to flip

31 Cards in this Set

  • Front
  • Back
a regulator process of estabilishing standards to achieve organizational goals, comparing actual performance against the standards, and taking corrective action when necessary
a basis of comparison when measuring the extendt to which various kinds of organizational performances are statisfactory or unsatisfactory
the process of identify outstanding practices, processes, and standards in other companies and adapting them to your company
feedback control
mechanism for gathering information about performance deficiencies after they occur
concurrent control
mechanism for gathering information about performance deficiencies as they occur, eliminating or shortening the delay between performance and feedback
feedforward control
a mechanism for monitoring performance inputs rather than outputs to pervent or minimize performance deficiencies before they occur
control loss
situation in which behaviour and work procedures do not conform to standards
degree of dependence
the extend to which a company needs a particular resource to accomplish its goals
anything that can be used to fulfil a need or solve a problem
resource flow
the extent to which companies have access to critical resources
cybernetic feasibility
the extent to which it is possible to implement each step in the control process
reducing dependence or restructuring dependence when control is necessary but not possible
reducing dependence
abandoing or changing organizational goals to reduce dependednce on critical resources
restructuring dependence
exchanging dependence on one critical resource for dependence on anotehr
bureaucratic control
use of heirarchical authority to influence employee behaviour by rewarding or punishing employees for compliance or noncompliance iwth organizational policies, rules, and procedures
objective control
use of observable measures of worker behaviour or outputs to assess performance and influence behaviour
behaviour control
regulation of the behaviours and actions that workers perform on the job
output control
regulation of worker results or outputs through rewards and incentives
normative control
regulation of workers' behaviour and decisions through widely shard organizational values and beliefs
concertive control
regulation of workers' behaviour and decisions through work group values and beliefs
autonomous work groups
groups that operate without managers and are completely responsible for controlling work group processes, outputs, and behaviour
control system in which managers and workers control their own behaviour by setting their own goals, monitoring their own progress, and rewarding themselves for goal achievement
balanced scorecard
measurement of organizational performance in four equally imporant areas:
finances, customers, internal operations and innovation and learning
performance improvement in on part of an organization but only at the expense of decreates performance in another part
economic value added (EVA)
the amount by which company profits (revenue minus expenses and taxes) exceed the cost of capital
customer defections
performance assessment in which companies identify which customers are leaving and measure the rate at which they are leaving
5 Elements of the Control Process
Comparison to Standards
Corrective Action
Dynamic Process
Feedback, Concurrent, and Feedforward Control
2 Factors to determine if control is necessary
Degree of dependence
resource flow
2 Ways to achieve Quasi-control
Reduce dependence
restructure dependence
5 methods of control
normative concertive and self-control
5 what to control
Balanced Scorecard

Economic Value Added

Customer Defections


Waste and Pollution