Exam 19: Basic Elements of Control

Special Exercises FedEx.The package delivery service is committed to accurate and speedy delivery,along with excellent customer service.Information systems are vital to support the firm's complex operations and enable the delivery of 6 million packages daily.It coordinates 90,000 vehicles,677 airplanes,and 200,000 employees in 220 countries,while also ensuring that the firm meets its goals of accuracy,speed,and service.The chief information officer,Rob Carter,puts the emphasis on effectiveness,quality,and satisfaction rather than on efficiency and cost control.JetBlue.The airline industry is one of the most challenging industries for managers.Yet JetBlue,founded in 2000,became one of the most profitable airlines in the United States.Many credit CEO David Neeleman's dedication to monitoring the airline's performance and his passion for feedback.He jumps on a plane once a week or so,serving drinks and loading baggage.Along the way,he smiles politely at praise,but asks passengers to tell him more about their complaints.No concern is too small or too large,from a desire for better biscotti to a request for flights to Chicago.Neeleman gives employees the autonomy to make customer service decisions immediately."Employees at other airlines get so caught up in procedure⎯rules,rules,rules⎯that they often forget there is a paying customer there," Neeleman asserts.The following is a list of organization design terms.Mark which term best describes these two organizations. -Group norms contribute to performance

The last step in the control process is to

The planning and controlling functions are interrelated.

The best way to integrate planning and control is to

Once a year Boy Scout troops submit financial reports describing income and expenditures.This is an example of ____ control.

____ ratios indicate the effectiveness of specific functional areas rather than that of the total organization.

Internal audits tend to be

Imagine you manage the campus bookstore.You notice that there is almost no way to distinguish employees from customers,which makes it difficult for customers to ask for assistance.What employee control measures would you introduce and how would you go about doing it?

Which of the following is NOT a type of financial budget?

The control of human resources is the most important area,because human resources are related to the control of all the other resources in an organization.

____ control is an approach to organizational control characterized by informal and organic structural arrangements.

Participation in a control system

FedEx focuses on top line⎯quality and customer satisfaction.UPS focuses on bottom line⎯efficiency and cost.They have differences in ____ control.

Universities value the image and reputation they present to the public.A rogue professor making outrageous comments on social media can seriously damage a school's reputation.It is much easier to implement media polices that prevent damage,than it is to try and fix the damage that has already been done.The media policies help

Information systems are an essential element of strategic control.

Booz Allen Hamilton requires employees to use a key that keeps track of how many copies they make on copy machines.Some employees resent the lack of trust.This is an example of

How are strategy and control integrated?

What characteristic of effective control systems is lacking when a control system reports production output as being better than average,satisfactory,marginal,or unsatisfactory?

Match the following.You may use a response once,more than once,or not at all. -Customer survey

As the number of things being controlled by the organization increases,the likelihood that employees will resist those controls tends to decrease.