Control Systems

1
Control Systems

• Three critical issues
• How the controls will operate
• What the controls will impact
• When the controls will have impact

2
How Controls Will Operate

• Market output and productivity are used to
  control behavior
• Bureaucratic rules, policies, authority, and
  other formal control mechanisms are used to
  standardize behavior and assess results
• Clan social mechanisms such as culture, shared
  values, beliefs, and traditions are used to
  control behavior

3
What Controls Will Impact

• Behavior Controls
• - focus on actions and processes
• ex. Training, surveillance
• Outcome Controls
• - focus on the outcomes/results obtained
• ex. Productivity goals, performance reports

4
When Controls Will Have Impact

• Feedforward
• - prevents anticipated problems
• ex. Rules, procedures, culture, rewards
• Concurrent
• - occurs while an activity is in progress
• ex. Direct supervision, coworkers, videotape
• Feedback
• - imposed after an event has occurred
• ex. Audits, reports, performance appraisals

5
TAKE HOME POINTS

• 1. Understand cultural terms and the content and
  manifestations of culture.
• 2. Understand how Disney uses culture to create a
  smile factory.
• 3. Understand how culture controls behavior.
• 4. Understand culture in practice terms of two
  contrasting archetypes
• (a) The clan culture.
• (b) The market culture.