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managing quality and performance

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Managers use organizational control to regulate activities and meet expectations. The balanced scorecard tracks performance across financial, customer, internal process, and learning/growth measures. Total quality management is a decentralized control approach using techniques like quality circles, benchmarking, and continuous improvement to infuse quality into all company activities. Current trends include standards like ISO certification and controls like activity-based costing and economic value-added systems.

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Managing Quality and Performance CHAPTER 13 0
Learning Outcomes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
What Is Your Attitude Toward Control? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
The Meaning of Control ,[object Object],[object Object],[object Object],[object Object],Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
Choosing Standards and Measures ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
The Balanced Scorecard ,[object Object],[object Object],[object Object],[object Object],Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
Review the Scorecard Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
Steps of Feedback Control ,[object Object],[object Object],[object Object],[object Object],Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
Feedback Control Model Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
Controlling and Budgeting ,[object Object],[object Object],[object Object],Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
Types of Budgeting ,[object Object],[object Object],[object Object],[object Object],Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
Financial Control ,[object Object],[object Object],[object Object],[object Object],Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
Sample Financial Statements Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. Starting point for financial control 0
Financial Analysis: Interpreting the Numbers ,[object Object],[object Object],[object Object],[object Object],[object Object],Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
Common Financial Ratios Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
The Changing Philosophy of Control ,[object Object],[object Object],[object Object],Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
Hierarchical and Decentralized Methods Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
Open-Book Management ,[object Object],[object Object],[object Object],[object Object],[object Object],Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
Total Quality Management ,[object Object],[object Object],[object Object],[object Object],Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
International Opacity Index Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
TQM Techniques ,[object Object],[object Object],[object Object],[object Object],[object Object],Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
The Importance of Quality Improvement Programs Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
Quality Program Success Factors Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
Trends in Quality and Financial Control ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0

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managing quality and performance

  • 1. Managing Quality and Performance CHAPTER 13 0
  • 2.
  • 3.
  • 4.
  • 5.
  • 6.
  • 7. Review the Scorecard Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
  • 8.
  • 9. Feedback Control Model Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
  • 10.
  • 11.
  • 12.
  • 13. Sample Financial Statements Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. Starting point for financial control 0
  • 14.
  • 15. Common Financial Ratios Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
  • 16.
  • 17. Hierarchical and Decentralized Methods Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
  • 18.
  • 19.
  • 20. International Opacity Index Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
  • 21.
  • 22. The Importance of Quality Improvement Programs Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
  • 23. Quality Program Success Factors Copyright ©2010 by South-Western, a division of Cengage Learning.  All rights reserved. 0
  • 24.