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Management Control System XI
Management Control Systems
46
Accounting
Graduate
05/04/2011

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Cards

Term
Performance Measurement Systems
Definition
  • goal is to implement strategy
  • senior management selects measures that best represent the company's strategy
Term
Limtations on Performance Measurement Systems
Definition
  • encourage short-term actions that aren't in company's long-term interests (more pressure to meet current profit = business unit manager takes short-term actions that may be wrong in long-run)
  • business unit managers may not undertake useful long-term actions to obtain short-term profits "errors of omission"
  • using short-term profits as sole objective can distort communcation between business manager and senior management
Term
General Considerations
Definition
  • single measures can't control a complex system
  • too many critical measures make the system uncontrollably complex.
Term
Balance Scorecard
Definition
example of a performance measurement system
Term
Business units are assigned goals and measured from four perspectives
Definition
  • financial (profit margins, return on assets, cash flow)
  • customer (market share, customer satisfaction index)
  • internal business processes (internal operations) (employee retention, cycle time reduction)
  • innovation and learning (learning and growth) (percentage of sales from new products)
Term
Objectives of Balanced Scorecard
Definition
  • operationalizes strategy
  • fosters balance among different strategic measures in an effort to achieve goal congruence, encouraging employees to act in the organization's best interest.
Term
Performance measurement system attempts to address the needs of different stakeholders of the organization by creating a blend of strategic measures (3)
Definition
  • outcome (leading and lagging) and driver measures
  • financial and nonfinancial measures
  • internal and external measures
Term
Outcome and Driver Measures:
Definition
  • result of strategy (increased revenue) measures are "lagging indicators"; tell management what has hapened are "leading indicators"; show progress of key areas in implementing a strategy.
  • only indicate final result, but driver measures can be used at a lower level and indicate incremental changes that will ultimately affect the outcome.
Term
Financial and nonfinancial measures
Definition
  • organizaitons have sophisticated systems to measure financial performance
  • industries are being driven by changes in nonfinancial measures: quality, customer satisfaction
  • many organizations have failed to incoroprate them into executive level performance.
Term
internal and external measures
Definition
  • companies must strike a blanace between external measures (customer satisfaction) and internal business processes (manufacturer yields)
  • too often companies sacrifice internal development for external results or ignore external results altogether.
Term
Measurements drive change
Definition
  • most important aspect is ability to measure outcomes and drivers in a way that causes the organization to act in accordance with strategy
  • achieve goal congruence by linking overall financial and strategic objectives with lower-level objectives that can be observed and affected at different organizational levels.
Term
Nonfinancial key success factors (customer focused) (7)
Definition
  • bookings
  • backorders
  • market share
  • key account orders
  • customer satisfaction
  • customer retention
  • customer loyalty
Term
Bookings
Definition
some aspect of sales volume is a key variable
Term
Backorders
Definition
indication of imbalance between sales and production; suggests customer satisfaction
Term
Market Share
Definition
unless market share is watched closely, deterioration in the unit's competitive positiong can b e obscured by reported increases in sales voluem that results from overall industry growth
Term
Key Account Orders
Definition
orders received from certain accounts may indicate early the entire marketing strategy's success.
Term
Customer Satisfaction
Definition
measured by customer surveys "mystery shoppers" and number of complaint letters.
Term
Customer Retention
Definition
measured by lengths of customer relationships
Term
Cutomer Loyalty
Definition
measured in terms of repeat purchases, customer referrals, sales to customers as a percentage of customer's total requirements for the same product or service.
Term
Key variables related to internal business processes (5):
Definition
  • capacity utiliziation
  • on-time delivery
  • inventory turnover
  • quality
  • cycle time
Term
Capacity Utilizaiton
Definition
important in businesses where fixed costs are high (paper, steel, aluminum) in professional organization, percentage of total available professional hours that is billed to clients "sold time" is a measure of fixed resource utilization
Term
Quality
Definition
indicators are number of defective units delivered, number and frequency of late deliveries, number of parts in a product, percentage of common v. unique parts, percentage yields, first-pass yields, scrap, rework, machine breakdowns, etc.
Term
Cycle Time
Definition
  • Process Time + stroage time + movement time + inspection time
  • only first element adds value to product, so companies try to eliminate rest or reduce them.
Term
JIT system
Definition
  • focuses on time in addition to cost.
  • reducing cycle time can lead to reduction in cost; process time / cycle time (goal is to equal 1)
  • falls under internal operations pespective of balanced scorecard.
Term
Implementing a Performance Measurement System (4)
Definition
  • define strategy
  • define measure of strategy
  • integrate measures into management systems
  • review measures and results frequenty
Term
Define Strategy
Definition
  • scorecard builds link between strategy and oeprational action
  • process of defining a scorecard begins by defining the organizations strategy
  • single industry: scorecard should be devleloped at coroprate level and cascaded down to functional levels
  • multi-business: scorecard should be developed at business unit level
Term
Define measures of strategy
Definition
  • develop measures to support articulated strategy
  • must focus on critical measures or management will be overloaded with measures
  • important that the individual measures be linked with each other in a cause-effect manner
Term
Integrate Measures into Management System
Definition
  • How is organization doing according to outcome measures?
  • How is the organization doing according to driver measures?
  • How is the organization's strategy changed since last review?
  • How is the scorecard measures changed?
Term
Review measures and Results frequently
Definition
  • tell management whether strategy is being implemented correctly and how successfully it's working
  • show management is serious about importance of measures
  • keep measures aligned to ever-changing strategies
  • improve measurements
Term
Difficulties in Implementing Performance Measurement Systems
Definition
  • poor correlation between Nonfinancial Measures and Results
  • fixation on financial results
  • measures are not updated
  • measurement overload
  • difficulty in establishing trade-offs
Term
Poor Correlation between nonfinancial measures and results
Definition
  • no garuntee that future profitability will follow target achievements in any nonfinancial area
  • problem: assumption tht future profitability follows from achieving individual measures
  • identifying cause-effect relationships among different measures is easier said than done
  • problme with developing proxy measures for future performance.
Term
fixation on financial results
Definition
  • managers feel pressure regarding financial performance of their companies
  • poorly designed incentive programs create additional pressure and are usually biased twoards financial results
  • ex. sell Nordstrom clothes to Bulding 19 in order to sell amount needed to make sales target.
Term
Meausres are not Updated
Definition
  • many companies don't have a formal mechanism for updating the meausres to align with changes in strategy
  • companies continue to use measures based on yesterday's strategy
  • additionally measures build up inertia, as poeple get comfortable using them.
Term
Measurement Overload
Definition
  • if critical measures are too few, manager is ignoring measure that are critical to monitoring strategy execution
  • if there are too many measures, manager may risk losing focus in trying to do too many things at once
Term
Difficulty in Estalblishing Trade-Offs
Definition
  • some companies combine financial and nonfinancial measures into a single report and give weights to individual measures
  • most scorecards don't assign explicit weights among meausres
  • without weights it's difficult to establish tradepoffs between financial and nonfinancial measures.
Term
Measurement Practices
Definition
  • Lingle and Schiemann study give insight to waht companies are measuring, perceived quality and what measures are linked to compensation.
  • types of measures
  • quality of measures
  • relationship of measures to compensation
Term
Types of Measures
Definition
  • 76% of responding companies included financial, operating and customer satisfaction in regular management reviews, but only 33% indicated that they included innovation and change measures into regular management reviews.
Term
Quality of Measures
Definition
  • financial performance measures were the only measures that were considered to be high quality, current and tied to compensation
  • most reporting companies had operating and customer satisfaction measures and over 79% of companies considered this information to be highly valuable
  • unfortunately there was a difference between perceived value and qulity of information they produced.
Term
Relationship of Measures to Compensation
Definition
  • most management systems link financial measures to compensation
  • about 1/3 of companies surveyed used customer satisfaction and less than 1/4 used innovation and change measures to drive compensation decisions
Term
Interactive control
Definition
Some aspect of management that detects threats and opportunities
Term
Main objective of interactive control
Definition
facilitate creation of a learning organization
Term
Strategic Uncertainties
Definition
fundamental environmental shifts that could potentially disrupt the rules by which an organization is playing today
Term
Fundamental difference between critical success factors and strategic uncertainties
Definition
  • critical success factors are derived from chosen strategies and they support implementation of strategies for current products and markets
  • strategic uncertainties are the basis for firm to search fo new strategies, they help in developing new businesses and result in questions not answers: what has changed? why? what new business models can we develop?
  • interactive controls alert management to strategic uncertainties, either troubles or opportunities
Term
Interactive control has following characteristics
Definition
  • subset of management control information that has a bearing on strategic uncertainties facing the business bcomes focal point
  • senior executives take information seriously
  • managers at all levels of org focus attention on info produced by the system
  • superiors, subordinates, and peers meet face to face to interpret and discuss implications of information for future strategic initiatives
  • face-to-face meetings take form of debate and challenge underlying data, assumptions and apprpriate actions
Term
Strategic uncertainties relate
Definition
to fundamental nonlinear shifts in the environment that can create new business models.
Term
Subsystem should satisfy following conditions before it can be used interactively
Definition
  • data contained in the subsystem should be unambiguous and simple to understand and interpret
  • subsystem must cocntain data on strategic uncertainties
  • data in subsystem should help firm develop new strategies.
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