CONTROLLING

Controlling
The process of evaluating and
regulating ongoing activities to
ensure that goals are achieved.

The Nature of Control

The regulation of organizational activities so
that some targeted element of performance
remains within acceptable limits.
Provides organizations with indications of how
well they are performing in relation to their goals.
Provides a mechanism for adjusting performance
to keep organizations moving in the right
direction.

Why To Control?
Managing people performance
Coping with uncertainty
Detecting Irregularities
Identifying opportunities
Handling complex situations
Delegation
Minimizing Costs
Basis for planning
4

The PlanningControlling Link

AREAS OF CONTROL
Physical resourcesinventory management,
quality control, and equipment control.
Human resourcesselection and placement,
training and development, performance appraisal,
and compensation.
Information resourcessales and marketing
forecasts, environmental analysis, public relations,
production scheduling, and economic forecasting.
Financial resourcesmanaging capital funds and
cash flow, collection and payment of debts.
6

Levels of Control
Levels of Control
Strategic
control

Tactical
control

Operations
control
7
Figure 14.2

Steps in the Control Process

Establish

Measure

standards

performance

Compare

performance
against standards

4
Determine need
for corrective
action

Maintain the

Correct the

Change

status quo

deviation

standards

TYPES OF CONTROL
Feedforward Control
The active anticipation and prevention of
problems, rather than passive reaction.
Concurrent Control
Monitoring and adjusting ongoing activities and
processes.
Feedback Control
Checking a completed activity and learning from
9
mistakes.

TYPES OF CONTROL

10

Characteristics of Effective Control

Integration with Planning

the more control is linked to planning, the more effective the
control system.
Flexibility
the control system must be flexible enough to accommodate
change.
Accuracy
Inaccurate information results in bad decision making and
inappropriate managerial actions.
Timeliness
A control system should provide information as often as
necessary.
Objectivity
A control system must be free from bias
and distortion
11

The Control Process

The Process of Control

1. Measuring actual
performance.
2. Comparing actual
performance against a
standard.

3. Taking action to correct

deviations or inadequate
standards.

Exhibit 172 The Control Process

1. Measuring: How & What We

Measure
Sources of
Information (How)
Personal observation
Statistical reports
Oral reports
Written reports

Control Criteria
(What)
Employees

Satisfaction

Turnover

Absenteeism

Budgets

Costs

Output

Sales

Exhibit 173 Common Sources of Information for

Measuring Performance

2. Comparing
Determining the degree of variation between
actual performance and the standard.
Significance of variation is determined by:
The acceptable range of variation from the standard
(forecast or budget).
The size (large or small) and direction (over or under)
of the variation from the standard (forecast or budget).

3. Taking Managerial Action

Courses of Action
Doing nothing
Only if deviation is judged to be insignificant.

Correcting actual (current) performance

Immediate corrective action to correct the problem at once.
Basic corrective action to locate and to correct the source
of the deviation.
Corrective Actions

Change strategy, structure, compensation scheme, or training

programs; redesign jobs; or fire employees

Taking Managerial Action

Courses of Action (contd)
Revising the standard
Examining the standard to ascertain whether or not the
standard is realistic, fair, and achievable.

Upholding the validity of the standard.

Resetting goals that were initially set too low or too high.

Levels of Control
Levels of Control
Financial
control

Budgetary and Quality

control

Inventory
control
19
Figure 14.2

Financial Control
Financial Statements
A financial statement is a profile of some aspect of an organizations
financial circumstances.
Balance sheet

A listing of assets (current and fixed), liabilities

(short- and long-term), and stockholders equity at a
specific point in time (typically year-ending) that
summarizes the financial condition of the
organization.
Income statement
20

Summary of financial performancerevenues less

Financial Control (contd)

Ratio Analysis
The calculation of of one or more financial ratios to assess some
aspect of the organizations financial health

Liquidity Ratio (e.g. Current Ratio

current assets/current liabilities)
Activity Ratio (e.g. Inventory Turnover Ratio
Cost of goods sold/Inventory)
Debt Management Ratio (e.g. Debt Ratio
Total Liabilities / Total Assets)
Profitability Ratio (e.g. Net Profit Margin

21

Budgetary Control
Budgets may be established at any organizational level.
Budgets are typically for one year or less.
Budgets may be expressed in financial
terms, units of output, or
other quantifiable factors.

22

Budgetary Control (contd)

Budgets serve four purposes:

Help managers coordinate resources and

projects.
Help define the established standards for
control.
Provide guidelines about the
organizations resources
and expectations.
Enable the organization
to evaluate the

23

Responsibility Centers
Standard Cost Centers
Production Unit
Discretionary Expense Centers
R&D
Revenue Centers
Sales Department
Profit Centers
Business Unit
Investment Centers
Project

24

Strengths and Weaknesses of Budgeting

Strengths
Budgets facilitate effective
operational controls.
Budgets facilitate coordination
and communication between
departments.
Budgets establish records of
organizational performance,
which can enhance planning.

Weaknesses
Budgets can hamper
operations if applied too
rigidly.
Budgets can be time
consuming to develop.
Budgets can limit innovation
and change.

25

Structural Control
Bureaucratic Control
A form of organizational control characterized by formal and
mechanistic structural arrangements.
Clan Control
An approach to organizational
control characterized by
informal and organic
structural arrangements.

26

Controlling for Organizational

Performance

What Is Performance?

The end result of an activity

What Is Organizational
Performance?
The accumulated end results of all of the
organizations work processes and activities
Designing strategies, work processes, and work activities.
Coordinating the work of employees.

Organizational Performance
Measures
Organizational Productivity

Productivity: the overall output of goods and/or

services divided by the inputs needed to generate
that output.
Output: sales revenues
Inputs: costs of resources (materials, labor expense,
and facilities)

Ultimately, productivity is a measure of how

efficiently employees do their work.

Tools for Measuring Organizational

Performance (contd)
Feedback Control
A control that takes place after an activity is done.
Corrective action is after-the-fact, when the problem has
already occurred.

Advantages of feedback controls:

Provide managers with information on the effectiveness of
their planning efforts.
Enhance employee motivation by providing them with
information on how well they are doing.

Financial Controls
Traditional Controls
Ratio analysis
Liquidity
Leverage
Activity
Profitability

Budget Analysis
Quantitative standards
Deviations

Financial Controls
Managing Earnings
Timing income and expenses to enhance
current financial results, which gives an
unrealistic picture of the organizations financial
performance.
New laws and regulations require companies to
clarify their financial information.

Copyright 2010
Pearson Education, Inc.

1731

Tools for Measuring Orgl

Performance (contd.)

Balanced Scorecard

Is a measurement tool that uses goals set by

managers in four areas to measure a companys
performance:
Financial
Customer
Internal processes
People/innovation/growth assets

Is intended to emphasize that all of these areas are

important to an organizations success and that there
should be a balance among them.

Information Controls (contd)

Management Information Systems (MIS)
A system used to provide management with
needed information on a regular basis.
Data: an unorganized collection of raw, unanalyzed
facts (e.g., unsorted list of customer names).
Information: data that has been analyzed and
organized such that it has value and relevance to
managers.

Benchmarking of Best Practices

Benchmark
The standard of excellence against which to measure
and compare.

Benchmarking
Is the search for the best practices among competitors
or noncompetitors that lead to their superior
performance.
Is a control tool for identifying and measuring
specific performance gaps and areas for improvement.

Contemporary Issues in Control

Cross-Cultural Issues
The use of technology to increase direct corporate
control of local operations
Legal constraints on corrective actions in foreign
countries
Difficulty with the comparability of data collected
from operations in different countries

Contemporary Issues in Control

(contd)
Workplace Concerns
Workplace privacy versus workplace monitoring:
E-mail, telephone, computer, and Internet usage
Productivity, harassment, security, confidentiality,
intellectual property protection

Employee theft
The unauthorized taking of company property by
employees for their personal use.

Workplace violence
Anger, rage, and violence in the workplace is affecting
1736
employee productivity.

Copyright 2010
Pearson Education, Inc.

Contemporary Issues in Control

(contd)
Customer Interactions
Service profit chain
Is the service sequence from employees to customers
to profit.

Service capability affects service value which

impacts on customer satisfaction that, in turn,
leads to customer loyalty in the form of repeat
business (profit).

Contemporary Issues in Control

(contd)
Corporate Governance
The system used to govern a corporation so that
the interests of the corporate owners are protected.
Changes in the role of boards of directors
Increased scrutiny of financial reporting (SarbanesOxley Act of 2002)

More disclosure and transparency of corporate financial

information

Certification of financial results by senior management