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Controlling
The final section
109
Management
Undergraduate 3
08/09/2007

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Term
Control
Definition
task of ensuring that activities are getting the desired results
Term
Steering control
Definition
control that predicts results and takes corrective action before the operation or project is completed
Term
yes/no control
Definition
a control system in which work may not proceed to the next step until it passes an intermediate checkpoint step
Term
post-action control
Definition
any control in which the project or operation being controlled is completed first, and the results are measured and compared to the standard
Term
traditional control methods
Definition
control procedures that are based on maintaining control generally through external means, by setting standards, comparing the actual results to the standard, and then taking corrective action, and including diagnostic, boundary, and interactive control systems.
Term
3 steps to traditional control process
Definition
(1) establish a standard
(2) measure actual performance and compare it to the standard
(3) take corrective action
Term
diagnostic control system
Definition
a control method, such as a budget, that ensures that standards are being met and that variances are diagnosed and explained.

(traditional)

Term
boundary control system
Definition
policies, such as codes of conduct, that establish rules and identify the actions and pitfalls that employees must avoid
Term
interactive control system
Definition
control methods that involve direct, face-to-face interaction with employees so as to monitor rapidly changing information and respond proactively to changing conditions
Term
principle of exception
Definition
(sometimes called management by exception)
this rule holds that employees should be left to pursue the standards set by management, and only significant deviations from the standard should be brought to a manager's attention
Term
budget
Definition
formal, financial expression of a manager's plans
Term
sales budget
Definition
shows the number of units to be shipped in each period or in general the sales activity to be achieved and the sales revenue expected from the sales
Term
operating budget
Definition
shows the expected sales and/or expenses for each of the company's departments for the planning period in question
Term
production and materials budget
Definition
shows what the company plans to spend for materials, labor, and administration in order to fulfill the requirements of the sales budget
Term
income statement
Definition
shows expected sales, expected expenses, and expected income or profit for the year.
Term
cash budget
Definition
shows, for each month, the amount of cash the company can expect to receive and the amount it can expect to disperse.
Term
balance sheet
Definition
a projected statement of the financial position of the firm.
Term
variances
Definition
differences between budgeted and actual amounts
Term
audit
Definition
a systematic process of objectively obtaining and evaluating evidence regarding important aspects of the firm's performance, judging the accuracy and validity of the data, and communicating the results to interested users.
Term
financial ratio
Definition
an arithmetic comparison of one financial measure to another, generally used to monitor and control financial performance
Term
financial responsibility centers
Definition
individuals or groups who are assigned the responsibility for a particular set of financial outputs and/or inputs
Term
profit centers
Definition
responsibility centers whose managers are held accountable for profit
Term
revenue centers
Definition
responsibility centers whose managers are held accountable for generating revenues, which is a financial measure of output
Term
corporate scorecard
Definition
a management tool, usually a computerized model, that traces a multitude of performance measures simultaneously and shows their interactions
Term
enterprise resource planning system
Definition
a companywide integrated computer system that gives managers real-time, instantaneous information regarding the costs and status of every activity and project in the business
Term
behavioral displacement
Definition
a reaction to being controlled in which employees concentrate too narrowly on the company's control standards and thereby miss the company's more important objectives
Term
gamesmanship
Definition
management actions that try to improve the manager's apparent performance in terms of the control system without producing any economic benefits for the company
Term
commitment
Definition
the relative strengths of an individual's identification with and involvement in an organization
Term
value-based hiring
Definition
the practice of screening and hiring people whose values are consistent with those of the company, rather than looking just at an applicant's job-related skills
Term
operations management
Definition
the process of managing the resources that are needed to produce an organization's goods and services
Term
input
Definition
a resource required for the manufacture of a product or service
Term
conversion system
Definition
any production system that converts inputs (material and human resources) into outputs.
Term
output
Definition
a direct outcome (actual product or service) or indirect outcome (tax, wage, salary) of a production system
Term
intermittent production
Definition
a system in which production is performed on a start-and-stop basis, such as for the manufacture of made-to-order products
Term
continuous production
Definition
a production process, such as those used by chemical plants or refineries, that runs for very long periods without the start-and-stop behavior associated with intermittent production.
Term
facility layout
Definition
the configuration of all the machines, employee work stations, storage areas, internal walls, and so forth that constitute the facility used to create a firm's product or service
Term
product layout
Definition
a production system design in which every item to be produced follows the same sequence of operations from beginning to end, such as an assembly line.
Term
process layout
Definition
a production system design in which similar machines or functions are grouped together
Term
fixed-position layout
Definition
a production system arrangement in which the product being built or produced stays at one location and the machines and tools required to build the product are brought to that location as needed, as for the building of ships or other bulky products.
Term
cellular manufacturing
Definition
usually a combination of process and product layouts, in which machines and personnel are grouped into cells containing all the tools and operations required to produce a particular product or family of products.
Term
production planning
Definition
the process of deciding what products to produce and where, when and how to produce them
Term
production control
Definition
the process of ensuring that the specified production plans and schedules are being adhered to
Term
Gantt chart
Definition
a production scheduling chart that plots time on a horizontal scale and generally shows, for each order, the start and stop times of each operation
Term
network planning and control methods
Definition
ways of planning and controlling projects by graphically representing the projects' steps and the timing and links between these steps
Term
events
Definition
the specific accomplishments in a project, represented by circles in a PERT chart
Term
activities
Definition
the time-consuming aspects of a project, represented by arrows in a PERT chart
Term
critical path
Definition
the sequence of events in a project that in total requires the most time to complete
Term
inventory management
Definition
the process of ensuring that the firm has adequate inventories of all parts and supplies needed, within the constraint of minimizing total inventory costs.
Term
ordering (setup) costs
Definition
the costs, usually fixed, of placing an order or setting up machines for a production run
Term
acquisition costs
Definition
the total costs of all units bought to fill an order, usually varying with the size of the order
Term
inventory-holding (carrying) costs
Definition
all the costs associated with carrying parts or materials in inventory
Term
stockout costs
Definition
the costs associated with running out of raw materials, parts, or finished-goods inventory
Term
economic order quantity (EOQ)
Definition
an inventory management system based on a simple formula that is used to determine the most economic quantity to order so that the total of inventory and set-up costs is minimized.
Term
EOQ Formula
Definition
Q = sqrt(2US/CI)

Where:
Q = Economic Order quantity
U = annual usage
S = restocking (or ordering) cost
C = cost per unit
I = annual carrying cost

Term
Given an EOQ, formula for times per year to place an order
Definition
annual usage / EOQ
Term
ISO 9000
Definition
the quality standards of the European Union
Term
quality
Definition
the extent to which a product or service is able to meet customer needs and expectations
Term
total quality management (TQM) program
Definition
a specific organizationwide program that integrates all the functions and related processes of a business such that they are all aimed at maximizing customer satisfaction through ongoing improvements.
Term
Malcolm Baldrige Award
Definition
a prize created in 1987 by the US Department of Congress to recognize outstanding achievement in quality control management
Term
acceptance sampling
Definition
a method of monitoring product quality that requires the inspection of only a small portion of produced items.
Term
designing for manufacturability
Definition
designing products with ease of manufacturing and quality in mind
Term
concurrent engineering
Definition
designing products in multidisciplinary teams so that all departments involved in the product's success contribute to its design
Term
world-class company
Definition
an organization that can compete successfully based on quality and productivity in an intensely competitive global environment
Term
world-class manufacturer
Definition
an organization that uses modern production techniques and management systems to boost manufacturing productivity, quality, and flexibility in an environment of international competition
Term
just-in-time (JIT)
Definition
a production control method used to attain minimum inventory levels by ensuring delivery of materials and assemblies just when they are to be used; also refers to a philosophy of manufacturing that aims to optimize production processes by continuously reducing waste
Term
lean manufacturing
Definition
a management philosophy that assumes that any manufacturing process that does not add value to the product for the consumer is wasteful; also called value-added manufacturing
Term
computer-aided design (CAD)
Definition
a computerized process for designing new products, modifying existing ones, or simulating conditions that may affect the designs
Term
computer-aided manufacturing
Definition
a computerized process for planning and programming production processes and equipment.
Term
automation
Definition
the automatic operation of a system, process, or machine
Term
flexible manufacturing system (FMS)
Definition
the organization of groups of production machines that are connected by automated materials-handling and transfer machines, and integrated into a computer system for the purpose of combining the benefits of made-to-order flexibility and mass-production efficiency.
Term
computer-integrated manufacturing (CIM)
Definition
the total integration of all production-related business activities through the use of computer systems, usually including automation and automatic guided vehicles.
Term
service management
Definition
a total organizationwide approach that makes quality of service the business's number one driving force
Term
moment of truth
Definition
the instant when the customer comes in contact with any aspect of a business, and based on that contact forms an opinion about the quality of your service or product
Term
cycle of service
Definition
includes all the moments of truth experienced by a typical customer, from first to last.
Term
Karl Albrecht's Service Triangle
Definition
(1) a well-conceived service strategy
(2) Customer-oriented front-line people
(3) Customer-friendly systems
Term
customer report card
Definition
lists the service attributes for which customers are looking as well as the relative weights or priorities of each attribute and how the customers score your company on each of them
Term
service strategy
Definition
the company's plan for achieving superior service
Term
information
Definition
data presented in a form that is meaningful to the recipient
Term
data mining
Definition
using special computer software to analyze vast amounts of customer data stored in a company's data bank to obtain information the firm can use to be more competitive
Term
knowledge management
Definition
the task of developing and exploiting an organization's tangible and intangible knowledge resources.
Term
information system
Definition
a set of people, data, and procedures that work together to retrieve, process, store, and disseminate information to support decision making and control.
Term
executive support system
Definition
an information system designed to help top-level executives acquire, manipulate, and use the information they need to maintain the company's overall effectiveness.
Term
management information systems
Definition
an information system that provides decision support for managers by producing standardized, summarized reports on a regular basis
Term
transaction processing system
Definition
an information system that provides detailed information about short-term, daily activities
Term
network
Definition
a group of interconnected computers, workstations, or computer devices
Term
local area network (LAN)
Definition
a communications network that spans a limited distance, such as a building or several adjacent buildings, using the company's own telecommunications links.
Term
wide area network (WAN)
Definition
a network that serves microcomputers over large geographic areas, spanning distances from a few miles to around the globe, and that may use common carrier networks or private telecommunications systems.
Term
distributed processing
Definition
computerized networks that use small local computers to collect, store, and process information that is sent periodically to headquarters for analysis and review.
Term
ethics
Definition
the study of standards of conduct and moral judgment; also, the standards of right conduct
Term
normative judgment
Definition
a comparative evaluation stating or implying that something is good or bad, right or wrong, or better or worse.
Term
morality
Definition
a society's accepted norms of social behavior
Term
cultural artifacts
Definition
the obvious signs and symbols of corporate culture, such as organizational structure, policies, and dress code.
Term
organizational culture
Definition
the characteristic set of values and ways of behaving that employees in an organization share
Term
patterns of behavior
Definition
in organizational behavior, the ceremonial events, written and spoken comments, and actual behaviors of an organization's members that conribute to creating organizational culture
Term
values and belief
Definition
the guiding standards of an organization, such as "the customer is always right" or "don't be bureaucratic," that affirm what should be practiced, as distinct from what is practiced.
Term
signs and symbols
Definition
practices and actions that create and sustain a company's culture
Term
stories
Definition
the repeated tales and anecdotes that contribute to a company's culture by illustrating and reinforcing important company values.
Term
rites and ceremonies
Definition
traditional culture-building events or activities that symbolize the firm's values and help convert employees to these values.
Term
social responsibility
Definition
the extent to which companies should or do channel resources toward improving the quality of life of one or more segments of society other than the firm's own stockholders
Term
corporate stakeholder
Definition
any person or group that is important to the survival and success of the corporation
Term
moral minimum
Definition
the idea that corporations should be free to strive for profits so long as they commit no harm
Term
corporate social audit
Definition
a rating system used to evaluate a corporation's performance with regard to meeting its social obligations
Term
whistle-blowing
Definition
the activities of employees who try to report organizational wrongdoing
Term
managing diversity
Definition
planning and implementing organizational systems and practices to manage people in a way that maximized the potential advantages of diversity while minimizing its potential disadvantages.
Term
diverse
Definition
describes a workforce comprised of two or more groups, each of which can be identified by demographic or other characteristics
Term
ethnocentrism
Definition
a tendency to view members of one's own group as the center off the universe and to view other social groups less favorably than one's own.
Term
tokenism
Definition
symbolically appointing a small number of minority-group members to high profile positions instead of more aggressively achieving full representation for that group.
Term
gender-role stereotype
Definition
usually, the association of women with certain behaviors and possibly jobs.
Term
mentoring
Definition
a relationship between two people in which the more experienced mentor provides support, guidance, and counseling to enhance the protege's success at work and in other areas of life.
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