Chapter 18 Introduction to Controlling 484

1. What Is Controlling and Why Is It Important? 486

2. The Control Process 488

Step 1. Measuring Actual Performance 488

Step 2. Comparing Actual Performance Against the Standard 489 Step 3. Taking Managerial Action 490

Managerial Decisions in Controlling 491

3. Controlling for Organizational Performance 491

What Is Organizational Performance? 492

Measures of Organizational Performance 492

4. Tools for Measuring Organizational Performance 493 Feedforward/Concurrent/Feedback Controls 494

Financial Controls 495

Balanced Scorecard 496

Information Controls 497

Benchmarking of Best Practices 498

5. Contemporary Issues in Control 499

Adjusting Controls for Cross-Cultural Differences 499.

Workplace Concerns 499

Workplace Violence 501

Controlling Customer Interactions 503

Corporate Governance 504

This question was in the first assignment that I solved, but it was not solved. I ask you to review it and solve it