Management 301 Chapter 6

Front 1

Controlling

Back 1

Ensuring results by measuring performance and taking corrective action.

Front 2

What is the 4-step Control Process?

Back 2

1. Set Performance Objectives
2. Measure Actual Performance
3. Compare Actual to Objectives
4. Take Actions to Control Process

Front 3

What are the 4 R's? (Disney Example)

Back 3

Ride
Retail
Rest
Restaurant

Front 4

What are some examples of Rides and Control? (Disney Example)

Back 4

-Ridership – Per day, hour, year, demographics
-Customer Satisfaction – surveys, questionnaires, length of lines
-Safety Measures – Height Requirement, Emergency Response
-Maintenance – Repairs, Servicing
Total Costs – Employees, Power, Capital
-Staffing – How many people are needed?

Front 5

Parts of the Managerial Control Process

Back 5

-Take actions to control process
-Set performance objectives
-Measure actual performance
-Compare actual to objectives

Front 6

What are some examples of Restaurants and Control? (Disney Example)

Back 6

-Customer Satisfaction – service time, quality/popularity of food
-Capacity - # of patrons, seating, by hour, meals time
-Target Audience – demographics, families, elderly
-Price Points – what items are people buying, cheaper, expensive
-Health & Safety
-Break Even Analysis – how much do we need to sell to make up for our costs?
-Staffing
-Margins – profitability analysis

Front 7

What are some examples of Retail and Control? (DIsney Example)

Back 7

-Atmosphere – Surveys, marketing to target audience, where to place certain items
-Product Availability – SKU (Stock Keeping Unit) – how well do items sell? Inventory Turnover,
-Product Pricing – which prices result in highest sales?
-Customer Volume – how many enter the store vs. % that purchase products?

Front 8

What is SKU?

Back 8

Stock Keeping Unit - Looking at product availability; How well do items sell?

Front 9

What are some examples of Rest and Control? (Disney Example)

Back 9

-Distribution of Types of Rooms
-Ambiance Metrics
-Room Amenities
-Length of Stay
-Room Service Speed
-# of individuals using fitness room
-Occupancy Rate
-Quality of Furniture
-Incentives

Front 10

What are the 3 Managerial Feedback Controls?

Back 10

1. Feed Forward
2. Concurrent
3. Feedback

Front 11

Feed Forward Control

Back 11

Ensures clears directions and needed resources before the work begins. PRE-GAME

Front 12

Feed Forward Examples (THON example)

Back 12

PRE-GAME
-Scheduling/Staffing
-Training
-Donors for food
-Schedule entertainment
-Proper use of venue
-Sound/Technical
-Content coordination
-Security
-Media arrangements

Front 13

Concurrent Control

Back 13

Focuses on what happens during the work process.
GAME TIME

Front 14

Concurrent Control Examples (THON example)

Back 14

GAME-TIME
-Dancers reaction
-Temperature of BJC
-Medical issues
-Audio/visual feed
-Food
-Bathroom issues

Front 15

Feedback Control

Back 15

Takes place after completing an action.
POST-GAME

Front 16

Feedback Control Examples (THON example)

Back 16

Leadership reviews all aspects of event
And makes adjustments for next year.

Front 17

What are the 4 External controls involved in the THON example?

Back 17

-Budgetary
-Market (external)
-Bureaucratic (internal)
-Social Norm (clan)

Front 18

Management By Objectives (M.B.O.)

Back 18

A process of joint objective setting between a superior and a subordinate.

Front 19

What are the 3 M.O.B. ?

Back 19

1. Joint Plan
2. Act Alone
3. Joint Control

Front 20

Jointly Plan

Back 20

-Setting objectives
-Setting standards
-Choosing actions

Front 21

Individually Act (Act Alone)

Back 21

-Performing tasks (member)
-Providing support (leader)

Front 22

Jointly Control

Back 22

-Reviewing results
-Discussing implications
-Renewing MBO cycle

Front 23

Internal Control

Back 23

Occurs as people exercise self-discipline in fulfilling job expectations

Front 24

External Control

Back 24

Occurs through direct supervision or administrative systems

Front 25

Bureaucratic Control

Back 25

Influences behavior through authority, policies, procedures, job descriptions, budgets, and day-to-day supervision.

Front 26

Market control

Back 26

Essentially the influence of market competition on the behavior of organizations and their members.