Documente Academic
Documente Profesional
Documente Cultură
NIM
: 1131002020
Tugas : SPM
controls
a type
of control
that encourages
mutual
neglecting of duties.
The employees working in the refreshment stand sometimes do not
collect cash from customers or doesnt register the sale on the cash
register. This is also most likely caused by a lack of motivation, it
cant be lack of direction since they know what they should do and
neither could it be a personal limitation since they know how to
operate the machine and how to collect payment. The problem
seems to be that they dont know why they should collect the cash.
Test counts reveal that the number of tickets sold or put into the
stub box isnt equal to the amount of customers entering and
leaving the theater. This seemed to be caused by three factors:
1. The attendants at the turnstile arent checking the tickets
carefully enough since tickets with wrong dates and colors go
into the wrong stub boxes. Most likely caused by a lack of
follow the company values, which were printed on posters hanging on the
walls of most offices. If you faced a situation where you had to make a
decision and asked a manager for advice you would most often get told to
follow the values, which sometimes didnt help at all. My conclusion is that
cultural control may sometimes not be sufficient to solve some lack of
direction problems, since its very loosely defined and doesnt give a clear
course of action. However, with the use of the above steps the problems
could be solved with a high probability.
Case Study Wongs Pharmacy
Thomas Wong was the owner/manager of Wongs Pharmacy, a small,
single-location drugstore. It had operated for 30 years. All of the
employees who worked in the store were family members. But their
performance in the last few years had not been good, sales and profit
were declining. It seemed to have begun approx. at the time when a large
drugstore chain opened a branch two blocks away.
As a consultant, I suggested Wongs Pharmacy improves their services.
Because, it is undoubtful that the new store sells their goods in a good
and better service. For example, Wong needs to improve their building,
customer services, and technology for customers so they dont have to
wait too long for the medicine to be delivered.
Case Study Private Fitness, Inc.
Private Fitness, Inc. is a small health club in Rancho Palos Verdes,
California. Rosemary Worth opened Private Fitness, Inc. in order to take
advantage of her own fitness reputation and knowledge as well as wanting
to have more time to spend at home with her two young children.
Rosemary used money from her personal savings account and took out a
bank loan in order to open Private Fitness, Inc. Private Fitness, Inc. offered
personal training as well as different types of classes, which included
aerobics, spinning, kickboxing, hip-hop, and yoga. Rosemary hired friends
and fellow fitness instructors to teach classes at the club and hired her
friend of many years Kate Hoffman to be the clubs manager and handle
all of the bookkeeping. (Merchant, 2003) Rosemary began suspecting cash
money was disappearing from the drawers when she witnessed $60 in the
drawer upon arriving at the club and when she left there was only $20
remaining. Rosemarys suspicions were confirmed when an instructor
commented to Rosemary on what a good job Kate was doing as she was
bringing in new clients, however there was no record or money evidence
to show for this new client. Once confronted Kate admitted to pocketing
cash from clients and admitted the new client paid her with a check
directly. Kate apologized to Rosemary and promised never to steal again.
Case Study Atlanta Home Loan
Atlanta Home Loan (AHL) was a mortgage lending and financing
company based in Atlanta, Georgia. Albert (Al) Fiorini founded the
company in April 2002 with an initial investment of about $40,000. He
started operating the company from his home. AHLs business grew
rapidly in its first quarter of operation. By the summer of 2002, eight loan
officers, all of whom worked from their homes. Telecommuting was
convenient for the employees because Atlanta was a large city with heavy
traffic. Joe Anastasia was one of AHLs loan officers. Although Al had
known him only about two months, his initial judgements about Joe were
quite favorable. In July 2002, Al and Joe reached a verbal partnership
agreement. Joe would invest $8,400 which was used to rent an office and
to purchase some office equipment and Joe and Al would share AHLs
profits equally. However, Joe showed a bad attitude to Al when he didnt
show up for the meeting with new landlord and could not find him for two
days. Al not comfortable with Joe so he made a deal to terminating their
agreement but since Al need to go to Los Angeles so he desperate to find
someone to run the company, Al give one chance to Joe. So, Al and Joe
reinstated the previous agreement. However, Joe went to the office only
four times after Al left and Joe took a large batch of loan files home and
did not return to the office for three days. In September 2002, Al turned to
Wilbur Washington whom Al had been introduced by Joe several months
earlier after made decision he could not trust Joe anymore. Wilbur had
considerable experience in mortgage banking and quite good at sales also
so Al signed a written partnership and licensing agreement with Wilbur.
Wilbur asked for authority to sign checks written against AHLs main bank
account, but Al refused because he gesture of good faith to Letitia Johnson
(office manager) four signed, blank checks written against the main
account. Later the month, when Joe found what happening he wanted his
$8,400 investment back but Al refused until he returned all of AHLs lead
and loan files in his possession. In late September, Wilbur hired a new
processor but Al noticed him that his processor to loan officer ratio was
too high but Wilbur angry and want to do with his own ways without Al. At
the time, Wilbur took over the operation of AHL. Al decided not trust
Wilbur and asked a friend to act as his agent to fire all the employees in
AHL but all them refused to go. Al called the police but Wilbur told the
police that he was the owner not Al, the police just left.
On October 15, Wilbur opened a new account at Citizens Bank &
Trust (CBT) where he did his personal business and where he knew
personally. Wilbur wired the funds being held in AHLs corporate name at
the offices of the closing attorneys into this new bank account. Al
discovered the second bank account and called bank personnel and
informed the manager that Wilbur had opened a fraudulent account with
CBT but CBT refused to freeze the account or return the money. Then, Al
called the FBI but they did not interest with the case. Wilbur renegotiated
a lease with the landlord and establishes AHL as his own company. Al
suspected that Wilbur had used all his means of persuasion to mislead the
employees in order to break their bonds with Al. At the last, Al lost at least
$15,000 in licensing fees lost his company. At the end, Al was forced to
sell his home. Elements of Results Controls Albert (Al) Fiorini should
continue running his business of Atlanta Home Loan (AHL) which is
mortgage lending and financing company. He needs to fight to regain
control over AHL perhaps only about $25,000 worth of equipment left. In
other to get back his business Al can apply elements of results controls
which require four steps.
of
dimensions.
results
In
this
control
is
elements
measuring
performance
measurement,
which
on
involves
these
the
defining
what
actions
are
acceptable
or
unacceptable,