CHAPTER 19 Managing Quality and Performance
Organizational control: is the methodological process by which managers organize organizational
activities to align them with expectations set out in plans, objectives and performance standards.
Choosing Standards and Measures: Managers are increasingly aware of the need for a way to measure
the intangible aspects (Customer service, increasing revenue) of performance management activities
create value contemporary organization.
The Balanced Scorecard: It is a comprehensive system of management that control the balances the
traditional financial measures and operational measures relating to critical success factors of the
company. a balanced scorecard includes four major perspectives:
1.
2.
3.
4.
financial performance:
customer service,
internal business processes,
the organization’s capacity for learning and growth
Chapter Seven * Managerial Planning and Goal Setting
Test Bank * Page 185