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RECR301: Ch 14 & 15
RECR301: Ch 14 & 15
38
Environmental Studies
Undergraduate 4
04/02/2014

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Term
Managerial Controlling
Definition
Ensuring that actual performance is inline with intended performance and taking corrective action,if necessary.
Term
Feedforward Control
Definition
Anticipatory action taken to ensure that problems do not occur.
Term
Concurrent control
Definition
Corrective action taken during the production or delivery process to ensure that standards are being met
Term
Feedback control
Definition
Actions taken after the activity, product, or service has been completed.
Term
Standards
Definition
Units of measure or criteria against which results are evaluated.
Term
Tangible standards
Definition
Standards for performance that are identifiable and measurable
Term
Intangible standards
Definition
Standards for performance results that are difficult to measure and often relate to human characteristics (e.g. attitude and morale).
Term
Motion study
Definition
An analysis of work activities to determine how to make a job easier and quicker to do.
Term
Time study
Definition
A technique for analyzing jobs to determine time standards for performing each job.
Term
Strategic control points (strategic standards)
Definition
Performance criteria chosen for assessment because they are key indicators of overall performance.
Term
Exception principle
Definition
Concept that supervisors should concentrate their investigations on activities that deviate substantially from standards.
Term
Sampling
Definition
The technique of evaluating some number of items from a larger group to determine whether the group meets acceptable quality standards.
Term
Budget
Definition
A financial plan that projects expected revenues and expenditures during a set period.
Term
Operating budget
Definition
The assignment of dollar allocations to the costs and expenses needed to run the business, based on expected revenues.
Term
Incremental budgeting
Definition
A technique for projecting revenues and expenses based on history.
Term
Zero-base budgeting
Definition
The process of assessing,on a benefit-and-cost basis, all activities to justify their existence.
Term
Personalized conflict
Definition
conflict between individuals that occurs because the two parties do not like one another.
Term
Constructive or functional conflict
Definition
The end result of conflict is a win-win situation for all concerned.
Term
Conflict-resolution styles
Definition
Approaches to resolving conflict based on weighing desired degrees of cooperativeness and assertiveness.
Term
Reciprocity reflex
Definition
One good turn deserves another in return.
Term
interest-based negotiating
Definition
understanding why the other party wants what he or she wants, and then working toward a solution that satisfies those needs as well as your own.
Term
Complaint
Definition
Any individual or group problem or dissatisfaction employees can channel upward to management, including discrimination.
Term
Grievance
Definition
A formal complaint presented by the union to management that alleges a violation of the labor agreement.
Term
Grievance procedure
Definition
Negotiated series of steps in a labor agreement for processing grievances, beginning at the supervisory level and ending with arbitration.
Term
Complaint procedure
Definition
A management-designed series of steps for handling employee complaints that usually provides for a number of appeals before a final decision.
Term
Alternative dispute resolution (ADR)
Definition
Approaches to processing and deciding employee complaints internally as an alternative to lawsuits, usually for disputes involving discharge and/or employment discrimination.
Term
ODR (online dispute resolution)
Definition
An alternative approach similar to ADR, but the dispute process is handled online.
Term
Controlling
Definition
is one of the five primary managerial functions.
Term
Controlling is most closely related to:
Definition
planning
Term
Strategic planning begins with
Definition
establishing goals and making decisions that enable an organization to accomplish its objectives.
Term
Blueprint:
Definition
1) have a goal
2) incorporate training
3) seek employee input
4) report cards (metrics)
5) break a few rules
Term
The closeness of supervisory follow up is based on:
Definition
an employee's experience, initiative, dependability, and resourcefulness.
Term
Characteristics of effective controls
Definition
understandable, timely, suitable and economical, indicational, and flexible.
Term
Steps in the control process:
Definition
1) Planning function: set standards appropriate to the task
2) performance is measured against these standards.

Motion and time studies
Employee participation
Strategic control points
Checking performance against standards
Personal observation
Oral and written reports
Spot checks
Sampling techniques
Taking corrective action
Term
Budgetary Control:
Definition
Supervisory participation in budget making

Supervising within the budget
Term
Cost control and the supervisor
Definition
Sharing information and responsibility with employees.

Maintaining cost awareness

Responding to a cost-cutting order
Term
Other control areas:
Definition
specialized controls

Controlling and the other managerial functions
Term
Supervisory guidelines for resolving complaints and grievances.
Definition
1)Make time available
2) listen patiently and with an open mind.
3) Distinguish facts from opinions
4) Determine the real issue
5) Check and consult
6) Avoid setting precedents
7) Exercise self-control
8) Minimize delays in reaching a decision.
9) Explain decisions clearly and sensitively.
10) Keep records and documents.
11) Do not fear a challenge.
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