Chapter 19 managerial and quality control

Managerial and Quality Control

Chapter 19

Managerial and Topics
Quality Control Chapter 19

 Basic mechanisms for controlling organizations
 Basic structure & objectives of control process
 Controlling financial performance
 Changing philosophy of control
 Today’s total quality management
 Recent trends
 Control systems for a turbulent environment
Copyright © 2005 by South-Western, a division of Thomson Learning. All rights reserved.
2

Managerial and Quality Control
 Control
is a critical issue facing every
manager in every organization today
Quality control
Office productivity
Basic systems
 allocating financial resources,
 developing human resources,
 analyzing financial performance, and evaluating
overall productivity Manager’s Challenge: Gateway

3

Organizational Control

 The systematic process through which
managers regulate organizational
activities to make them consistent with
expectations established in
● Plans
● Targets
● Standards of performance

4

 Effective controlling requires
information about
● Performance standards
● Actual performance
● Actions taken to correct any deviations
from the standards

5

Three types of control
 Feed forward Control
 Sometimes called preliminary or preventive control
 Concurrent Control
● Assesses current work activities, relies on performance
standards
● Includes rules and regulations for guiding employee tasks and
behaviors
● Intent to ensure that work activities produce the correct results
 Feedback Control
 Focuses on the organization’s outputs; also called post-action
or output control

6

Organizational Control Focus
Feedforward Concurrent Control Feedback Control
Control Anticipates Solve Problems as Solves Problems
Problems They Happen After They Occur

Examples Examples Examples
• Pre-employment • Adaptive culture •
drug testing • Analyze sales per
• Inspect raw Total quality employee
materials • management • Final quality
Hire only college • Employee inspection
graduates self-control • Survey customers
Focus is on

Focus is on

Focus is on
Ongoing
Inputs Outputs
Processes

7

Feedforward Control

 Focus is on
– Human
– Material
– Financial resources
 Attempts to identify and prevent
deviations
 Sometimes called preliminary or
preventive control
8

Concurrent Control
Includes self-control on behavior – personal values & attitudes

 Monitorsongoing activities to
ensure consistency with
performance standards
 Assesses
– Current work activities
– Relies on performance standards
– Includes rules and regulations

9

Feedback Control

 Focuses on organization’s outputs
 Sometimes called postaction or
output control

10

Feedback Control Model

Adjust
Standards Adjust Performance

Establish 1. Establish 2. Measure 3. Compare 4. Take
Strategic standards of actual performance corrective
Goals performance. performance to standards. If action.
.
Inadequate
If Adequate

4. Do nothing
Feedback
or provide
reinforcement.

11

Budgetary Control

 Most commonly used method of
managerial control
 Process of setting targets and used
to monitor results and compare to
the budget, making changes as
needed
Experiential Exercise: Is Your Budget In Control?

12

Responsibility Center

 Organizational unit under the
supervision of a single person
who is responsible for its activity

13

Budgets Managers Use

● Expense budget = anticipated and actual
expenses
● Revenue budget = identifies forecasted
and actual revenues
● Cash budget = estimates and reports
cash flows
● Capital budget = reports investments in
major assets to be depreciated
14

Traditional Budgeting Methods

 Top-down budgeting
 Middle and lower-level managers set departmental
budget targets
 Done in accordance with overall company revenues
and expenditures specified by top management
 Bottom-up budgeting
 Lower-level managers budget their departments’
resource needs
 Pass up to top management for approval
15

Financial Statements

 Provide basic information for financial
control
1. Balance sheet- shows firm’s financial
position with respect to assets and liabilities
at a specific point in time
2. Income statement- summarizes the firms’
financial performance for a given time
interval (profit-and-loss statement)

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For specific point in time
 Balance sheet
 Assets – what company owns – fixed & current
 Liabilities – what company owes –current & long-
term
 Owners’ equity
 Difference between assets and liabilities and
 Is the company’s net worth in stock and
retained earnings

17

For given time interval – usually one year

1. Income statement-
 Shows revenues coming into the
organization from all sources
 Subtracts all expenses, including cost of
goods sold, interest, taxes, and
depreciation
 Bottom line indicates the net income
(profit or loss)

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Financial Analysis

 Managers need to be able to evaluate
financial reports that compare the
organization’s performance with earlier data
or industry norms
 Liquidity ratios
 Activity ratios
 Profitability ratios
 Leverage ratios
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Common Financial Ratios
Ratios How Determining Tells You
1. Ability to meet its current debt
Liquidity Ratios Current assets/Current obligations
Current ratio liabilities 2. If there are sufficient assets to
convert into cash to pay off debts
1. Measures internal performance
Activity Ratios
Total sales/Average 2. How many times the inventory
Inventory turnover
inventory is used up to meet the total
Conversation ratio
Purchase orders/Customer sales figure
inquiries 3. Company’s effectiveness in
converting inquiries into sales
Profitability Ratios 1. Profits relative to a source,
Net income/Sales
Profit margin on sales such as sales or assets
Gross income/Sales
Gross margin 2. What a company earned from
Net income/Total Assets
Return on assets its assets
(ROA)
Leverage 1. Funding activities with
Total debt/Total assets
Ratios borrowed money
2. A debt ratio above 1.0 to be a
Debt ratio
poor credit risk
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Control Philosophies
 Bureaucratic control influencing
employee behavior and assess
performance through
– rules
– policies
– hierarchy of authority
– reward systems
– written documentation

 Decentralized control relies on
– cultural values
– traditions
– shared beliefs
– trust
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Total Quality Management - TQM
Based on decentralized control philosophy

 Organizationwide commitment to
infusing quality into every activity
through continuous improvement
TQM Techniques
Quality circles
Benchmarking
Six Sigma
Reduced cycle time
Continuous improvement
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Quality Circle - a group of volunteer
employees who meet to discuss and solve
problems affecting the quality of their work

Team Team Team Team
Creates Quality Selects Gathers Data and Recommends
Circle and Problems to Be Analyzes Solutions
Collects Solved Problems
Information

Decision by
Feedback from Mangers to Quality Circles Top Management

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Total Quality Management – TQM

 Benchmarking – continuous process of measuring
products, services and practices against major
competitors or industry leaders
 Six Sigma – quality control approach that
emphasizes a relentless pursuit of higher quality and
lower costs
 Cycle Time – steps taken to complete a process
 Continuous Improvement – implementation of a
large number of small, incremental improvements in
all areas of the organization on an ongoing basis
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TQM Success Factors

 TQM does not always work
 Six sigma principles might not be appropriate for
all organizational problems
 Many contingencies can influence the success of
TQM program
 Quality circles = more beneficial when challenging jobs
 TQM more successful = enriches jobs + improves
motivation

25

Trends in Quality and Financial Control

 International Quality Standards – ISO 9000
– A set of international standards for quality
management, setting uniform guidelines for
processes to ensure that products conform to
customer requirements

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Trends in Quality and Financial
Control
 New Financial Control Systems
● Economic value added (EVA) – measures
performance in terms of after-tax profits minus the
cost of capital investments
● Market value added (MVA) – measures the stock
market’s estimate of the value of a company’s
past and expected investments
● Activity-based costing (ABC) – identifies the
activities needed to provide a product and
allocates costs
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Control Systems for Turbulent Times

 Open-Book Management = sharing
financial information and results with all
employees in the organization
 Balanced scorecard = comprehensive
management control system that balances
traditional financial measures with measures
of customer service, internal business
processes, and the organization’s capacity
for learning and growth
Ethical Dilemma: Is Internet Monitoring the Way to Go?

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The Balanced Scorecard

Financial
Do actions contribute
to improving financial
performance?
Internal Business
Customers processes
Mission
Do internal activities
How well do we & Goals
and processes add
serve our
value for customers
customers?
and shareholders?
Are we learning,
changing, and
improving?

Learning and Growth
29

Rules for the Road Ahead
 Understand your Needs and Values
 Understand your Competencies
 Set Career Goals
 Maintain Networks
 Get a Mentor

Chapter 19 managerial and quality control

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