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26 Cards in this Set
- Front
- Back
Controlling
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Ensuring results by measuring performance and taking corrective action.
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What is the 4-step Control Process?
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1. Set Performance Objectives
2. Measure Actual Performance 3. Compare Actual to Objectives 4. Take Actions to Control Process |
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What are the 4 R's? (Disney Example)
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Ride
Retail Rest Restaurant |
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What are some examples of Rides and Control? (Disney Example)
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-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? |
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Parts of the Managerial Control Process
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-Take actions to control process
-Set performance objectives -Measure actual performance -Compare actual to objectives |
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What are some examples of Restaurants and Control? (Disney Example)
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-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 |
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What are some examples of Retail and Control? (DIsney Example)
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-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? |
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What is SKU?
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Stock Keeping Unit - Looking at product availability; How well do items sell?
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What are some examples of Rest and Control? (Disney Example)
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-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 |
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What are the 3 Managerial Feedback Controls?
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1. Feed Forward
2. Concurrent 3. Feedback |
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Feed Forward Control
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Ensures clears directions and needed resources before the work begins. PRE-GAME
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Feed Forward Examples (THON example)
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PRE-GAME
-Scheduling/Staffing -Training -Donors for food -Schedule entertainment -Proper use of venue -Sound/Technical -Content coordination -Security -Media arrangements |
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Concurrent Control
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Focuses on what happens during the work process.
GAME TIME |
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Concurrent Control Examples (THON example)
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GAME-TIME
-Dancers reaction -Temperature of BJC -Medical issues -Audio/visual feed -Food -Bathroom issues |
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Feedback Control
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Takes place after completing an action.
POST-GAME |
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Feedback Control Examples (THON example)
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Leadership reviews all aspects of event
And makes adjustments for next year. |
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What are the 4 External controls involved in the THON example?
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-Budgetary
-Market (external) -Bureaucratic (internal) -Social Norm (clan) |
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Management By Objectives (M.B.O.)
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A process of joint objective setting between a superior and a subordinate.
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What are the 3 M.O.B. ?
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1. Joint Plan
2. Act Alone 3. Joint Control |
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Jointly Plan
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-Setting objectives
-Setting standards -Choosing actions |
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Individually Act (Act Alone)
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-Performing tasks (member)
-Providing support (leader) |
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Jointly Control
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-Reviewing results
-Discussing implications -Renewing MBO cycle |
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Internal Control
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Occurs as people exercise self-discipline in fulfilling job expectations
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External Control
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Occurs through direct supervision or administrative systems
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Bureaucratic Control
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Influences behavior through authority, policies, procedures, job descriptions, budgets, and day-to-day supervision.
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Market control
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Essentially the influence of market competition on the behavior of organizations and their members.
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