question

deterring theft at checkout- "sweethearting". Some retailers are using hidden and overt cameras to record cashier behavior on shift

answer

What is a key challenge of retail management?

question

monitoring activities

answer

What is "Control"?

question

ensuring they are accomplished as planned, correcting deviation

answer

What is monitoring activities?

question

ensures activities lead to attainment of goals

answer

What are effective control systems?

question

control is important because goals aren't achieved just because we want them to

answer

What is the importance of control?

question

planning and delegating. it sets objectives that provide direction and provides a basis for following-up.

answer

What do control's value lie in?

question

to plan, empower employees and protect the workplace. it also helps asses the effectiveness of plans, and helps ameliorate a lot of the threats that orgs face.

answer

Why do you need control?

question

measuring actual performance (standards are created in the planning function), comparing actual performance against a standard (performance is compared to the standards set), and taking managerial action to correct deviations or to address inadequate standards (if performance is substandard, fixes have to be made)

answer

What are the three steps of the control process?

question

that performances standards already exist, these standards are the specific goals created during the planning process

answer

What does the control process assume?

question

what managers measure is probably more important to the control process than how they measure

answer

What is criteria for measurement?

question

selecting the right criteria, but what we measure also influences the areas of work on which people in the organization will focus their efforts

answer

What is critical to evaluating performance?

question

sources of information: personal observation, statistical reports, oral reports, written reports. Each source has strengths/weakness and their use involves making trade-offs

answer

How can we measure performance?

question

unfiltered by others, permits intensive coverage, provides an opportunity to "read between the lines"

answer

What is the good of personal observation?

question

subject to the perceptual biases of the observer, time consuming, obtrusive, people behave differently when they know they are being observed

answer

What is the bad of personal observation?

question

quantifiable,objective, easy to visualize, effective for showing relationships

answer

What is the good of statistical reports?

question

provides limited information (lacks context), may only cover a few areas of performance

answer

What is the bad of statistical reports?

question

fast, less labor-intensive than observation

answer

What is the good of oral reports?

question

info is filtered by the employee, difficult to document

answer

What is the bad of oral reports?

question

more formal, permanent-archived, comprehensive and specific

answer

What is the good of written reports?

question

time-consuming and labor-intensive

answer

What is the bad of written reports?

question

what we measure is more important than how we measure it

answer

What do you measure?

question

employee satisfaction, turnover, absenteeism, budgets

answer

What are some universal control criteria that can be measured?

question

to try to break down standards into objective, measurable activities

answer

What is the goal of measuring something?

question

most activities can be broken down and objectively measured, most jobs are expressed in measurable terms. Sometime subjective measures are necessary, usefulness is limited

answer

How are activities measured?

question

do nothing, correct actual performance, revise the standard

answer

What are the 2 ways to take action if there is a problem?

question

addresses the problem at the time it occurs. Examples: firing an employee, changing an incorrect price, recalling a product for defect

answer

What is immediate corrective action?

question

looks at the causes of a problem and addresses them. Examples: identifying a flaw in the manufacturing, identifying an unsafe practice

answer

What is basic corrective action?

question

Depending on the problem, a manager can take different corrective actions. For instance, if unsatisfactory work is the reason for performance variations, the manager could correct it with training programs, disciplinary action, changes in compensation practices, and so on.

answer

How do you correct actual performance?

question

If the variance results from an unrealistic standard—one that is set too low or too high—the standard, not the performance, needs corrective action. For example, if performance consistently exceeds the goal, then a manager should look at whether the goal is too easy and needs to be adjusted.

answer

Why do you revise the standard?

question

revise downward, revise upward

answer

What are the two options for revising the standard?

question

can be problematic: is the goal really the problem. However, managers must be cautious about revising a standard downward. It's natural to blame the goal when an employee or a team falls short, rather than accept that one's performance was inadequate. If you believe the standard is realistic, fair, and achievable, tell employees that you expect future work to improve and then take the necessary corrective action to help make that happen.

answer

Why do you revise downward?

question

if constantly exceeded, make more difficult

answer

How do you revise upward?

question

anticipated problems. focused on prevention. Precedes actual activity the most desirable type of control, prevents problems because it takes place before the actual activity starts. However, feedforward controls require timely and accurate information that isn't always easy to obtain, so managers frequently end up using the other two types of control. Management can implement controls before an activity begins (INPUT)

answer

What is feedforward control?

question

corrects problems as the activity is going on. corrects problems before they escalate. best known concurrent control: direct supervision (PROCESSES)

answer

What is concurrent control?

question

Most popular form of controls corrects problems after they occur damage occurs before the fix gives good informaiton can motivate employees (OUTPUT)

answer

What is feedback controls?

question

scheduling preventative maintenance on a fleet of vehicles. Contracting for counseling services to help employees deal with pending layoffs

answer

What are examples of feedforward control?

question

For instance, Google's director of business product management and his team keep a watchful eye on one of its most profitable businesses—online ads. They watch the number of searches and clicks, the rate at which users click on ads, and the revenue this generates. Everything is tracked hour by hour, compared with the data from a week earlier, and charted. If something is not working well, they fine-tune it.

answer

What is an example of concurrent control?

question

Computers and computerized machine controls can be designed to include concurrent controls, such as organizational quality programs that inform workers whether their work output is of sufficient quality to meet standards.

answer

What can be designed to include concurrent controls?

question

1.Feedback gives managers meaningful information on how effective their planning efforts were. Feedback that shows little variance between standard and actual performance indicates that the planning was generally on target. If the deviation is significant, that information can be used to formulate new plans. 2. Feedback enhances motivation because people want to know how well they're doing.

answer

What are the two advantages of feedback control?

question

controlling finances is critical to any organization. Businesses want to be profitable. Non-profits want remain at or under-budget

answer

What are financial controls?

question

ratio analyses, budgets

answer

What are two commonly used financial controls?

question

using selected information from the organizations balance sheet and income statement

answer

How are ratios calculated?

question

design, operation, control

answer

What is the application of the transformation process?

question

taking raw inputs and converting them to finished goods and services

answer

What is the transformation process?

question

encompasses all organizations, important to managing productivity effectively and efficiently, plays a strategic role

answer

Why is operations management important?

question

refers to the design, operation, and control of the transformation process that converts resources such as labor and raw materials into goods and services that are sold to customers

answer

What is operations management?

question

people, technology, capital, equipment, materials, information

answer

What are the inputs of operations?

question

creates additional value

answer

What is the transformation process of operations?

question

goods and services

answer

What are the outputs of operations?

question

produce physical goods, transformation readily evident Examples: car manufacturers, home builders, aircraft companies

answer

What is manufacturing organizations?

question

produce non physical goods and services, transformation less evident Examples: google, health care

answer

What are service organizations?

question

they become more service oriented

answer

What happens as economies develop?

question

ratio of outputs to inputs

answer

What is productivity?

question

high productivity can lower costs and prices, producing more for less, productivity required for companies to compete

answer

How do you improve productivity?

question

by people and operations variables. effective organizations integrate people into operations to maximize productivity

answer

What is productivity influenced by?

question

technology, especially in a market filled with low cost competitors

answer

What helps businesses to improve their productivity in order to survive?

question

economic growth and development of countries and to higher wages and company profits without causing inflation. Individual organizations also benefit from a more competitive cost structure and the ability to offer more competitive prices.

answer

What does higher productivity lead to?

question

Latex Foam International Increased capacity 50%, 30% increase in efficiency Pella Corporation Reduced paperwork processing times, improved HR processes, more efficient work design McDonald's Corporation Reduced the time it takes to cook french fries

answer

What are examples of productivity gains?

question

customers. customers want some value from the goods and services they purchase or use, and the customers decide what has value.

answer

What does every organization need in order to survive?

question

value. Value is defined as the performance characteristics, features and attributes, and any other aspects of goods and services for which customers are willing to give up resources (usually money).

answer

What must organizations provide to attract and keep customer.

question

the properties of a good or service for which customers are willing to give up resources ($$$) for

answer

What is value?

question

performance characteristics, features, aesthetics

answer

What are examples of value?

question

all the activities that add value as raw materials are transformed into finished products. Externally/effectiveness oriented: value is about fulfilling/creating customer demand. Related to, but different from the supply chain (efficiency oriented)

answer

What is the value chain?

question

one in which a sequence of participants works together as a team, each adding some component of value—such as faster assembly, more accurate information, or better customer response and service—to the overall process. The better the collaboration among the various chain participants, the better the customer solutions. When value is created for customers and their needs and desires are satisfied, everyone along the chain benefits.

answer

What is a good value chain?

question

competitive advantage: doing something better than the competition doing something different than the competition that customers value

answer

What does value impact?

question

sustained, long-term out performance of rivals.

answer

What king of competitive advantage do companies seek?

question

inbound logistics>operations>outbound logistics>marketing and sales>service

answer

What does the value chain look like?

question

focused on flow into and out of organization. focused on effectiveness and creating value

answer

What is the process of managing the entire integrated process from start to finish?

question

organizational processes

answer

What does the value change management change?

question

better demand forecasting, collaboration with partners in the value chain, new performance measures

answer

What are three requirements of the value chain?

question

organizational culture and attitudes, coordination and collaboration, technology investment, organizational processes, leadership, employees

answer

What are value chain management requirements?

question

integration throughout the chain, identification of what customers value by all partners, sharing of information and open communication among all members of the chain is absolutely necessary to achieve its goal of meeting and exceeding customers' needs and desires. To successfully collaborate, all partners must identify things that their customers value, share information, and be flexible as far as who does what.

answer

What is coordination and collaboration?

question

IT is fundamental to value chain management (particularly true for large firms) Can also be infrastructural IT (e.g., manufacturing equipment). Technology can improve operational efficiency Real-time data can improve responsiveness and accuracy. Some technology automates important areas E.g., when a machine on the assembly-line is about to fail it generates an alert.

answer

What is technology investment?

question

enterprise resources planning systems ( SAP), customer relationship management systems, supply-chain management systems

answer

What are common types of IT?

question

focus on core competencies: unique skills, capabilities, resources. Eliminate activities that don't add value. Better demand forecasting is critical

answer

What are organizational processes?

question

leadership. better demand forecasting. select functions done collaboratively with other partners in the chain, new measures needed for evaluating the performance of various activities along the chain -from top organizational levels to lower levels, managers must support, facilitate, and promote implementation and ongoing practice of value chain management.

answer

What is critical in orgs?

question

1.Better demand forecasting is necessary and possible because of closer ties with customers and suppliers. 2.Selected functions may need to be done collaboratively with other partners in the value chain. This collaboration may even extend to sharing employees. 3.Finally, new measures are needed for evaluating the performance of various activities along the value chain.

answer

What are 3 important conclusions about how organizational processes must change?

question

design jobs flexibly around work processes that link all functions in the value chain. hire flexible employees. invest in continual ongoing training

answer

What are employees/HR?

question

1. flexible approaches to job design 2. an effective hiring process 3. ongoing training

answer

What are the three main human resources requirements for the value chain management?

question

organizational barriers, cultural attitudes

answer

What are barriers to effective value chain management?

question

refusal/reluctance to share info, resistance to change

answer

What are organizational barriers?

question

lack of trust, respect, hoensty, lacking required capabilities, people

answer

What are cultural attitudes?

question

organizational. These barriers include refusal or reluctance to share information, reluctance to shake up the status quo, and security issues. Without shared information, close coordination and collaboration is impossible. And the reluctance or refusal of employees to shake up the status quo impedes efforts toward value chain management and prevents its successful implementation. Finally, because value chain management relies heavily on a substantial information technology infrastructure, system security and Internet security issues need to be addressed.

answer

What are the most difficult barriers to handle?

question

perceived quality is critical, quality is needed to be competitive.

answer

What is quality?

question

specific, measurable goals, cross functional / self managing teams, progress evaluation ex: total quality management (TQM), six sigma, ISO 9000 certification

answer

What does quality improvements require?

question

quality improvement goals, strategies, and plans to achieve those goals

answer

When planning for quality what much managers have?

question

cross-functional work teams and self-directed or empowered work teams. It's not surprising that quality-driven organizations rely on well-trained, flexible, and empowered employees.

answer

What are two important approaches orgs with extensive and successful quality improvements tend to rely on?

question

a one-time-only set of activities with a definite beginning and ending point.

answer

What is a project?

question

the task of getting the activities done on time, within budget, and according to specifications. lots of projects fail because of poor project management , estimated that >50% of all IT projects fail

answer

What is project management?

question

used for both planning and controlling a sequential list of activities: when do they start, when do they end, duration, % complete also include the logic of the project essentially a bar graph

answer

What is the Gantt Charts?

question

network diagram that shows the sequential flow of activities that make up a project. 3 items: events (start/finish), activities (actions that take place), critical path

answer

What are PERT charts?

question

PERT charts, the longest/most time consuming sequence of events required to complete the project in the shortest amount of time. the absolute minimum length of the project

answer

What is the critical path?

question

1. identify every significant activity required to complete a project 2. determine the order of activities 3. diagram the flow of activities from start to finish 4. compute time to complete each activity 5. determine schedule for start/finish dates

answer

How do you create a PERT chart?

question

grading a test

answer

A manager measuring actual performance is like a teacher ________.

question

to get performance back on track

answer

Immediate corrective action is designed ________.

question

may not always attain its goals

answer

A well-run company that has well-thought-out plans, motivated and productive workers, and an efficient organizational structure ________.

question

actual performance to planned performance

answer

Controlling compares ________ to see if goals are being achieved.

question

True

answer

A GPS that tells you that you are making a wrong turn is an example of concurrent control

question

significant deviation

answer

When actual performance falls outside an acceptable range of variation, it is termed a(n) ________.

question

customer satisfaction

answer

A car company that puts more effort into measuring quality than total units sold most likely wants to excel at ________.

question

True

answer

Some control criteria, such as employee satisfaction and absenteeism, are applicable to almost any management situation.

question

True

answer

Controlling provides a critical link back to planning that compares actual outcomes to planned outcomes.

question

False

answer

Personal observation as a form of control measurement requires little time.

question

operations

answer

_______ management oversees the transformation process that converts resources such as labor and raw materials into finished goods and services.

question

False

answer

Operations management includes service industries but not manufacturing firms

question

will pay for

answer

Value is any aspect of a product that customers ________ in the product

question

supply chain management

answer

_______ focuses on providing an efficient flow of resources to an organization

question

a lens maker

answer

Which of the following is NOT an example of a service organization? (military force, hospital, university, lens maker)

question

False

answer

Manufacturing organizations produce both physical and nonphysical outputs

question

manufacturing; a computer

answer

A laptop computer company is a ________ organization because its product is ________

question

suppliers; customer

answer

n its entirety, the value chain can encompass the supplier's ________ to the customer's ________

question

increase inputs

answer

Which of the following is NOT a way to increase productivity?

question

perform tasks that are needed to create outputs

answer

In a transformation process, people are considered to be inputs because they _______

question

correct performance problems

answer

A major part of the controlling function of management is to __.

question

statistical report

answer

This type of performance measurement format would most likely include graphs, tables and computer outputs

question

when the variance is acceptable

answer

When should a manager's course of action be to do nothing?

question

feedfoward control

answer

A fast-food restaurant is querying prospective customers about the features they would like to see in a new sandwich. What kind of control is being used?

question

quantitative standards

answer

When a budget is used for controlling, it provides ___ against which resource consumption can be compared.

question

a service because they are non material

answer

As a product, piano lessons are ___.

question

non value- adding activities

answer

Organizational processes in value chain management organizations need to eliminate __.

question

product quality

answer

Durability and features are measures of ___.

question

timeliness

answer

When a customer gets frustrated from being put on hold for 30 minutes during a call, the company is having problems with which service quality dimension?

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