1. Building on Work Applications 14-1 and 14-2 and using Exhibit 14-2, illustrate the systems process for a department you work for or have worked for within an organization. Be sure to give examples of preliminary, concurrent, rework, and damage controls for your department.

LO: 14-1: Describe the four stages of the systems process by describing the type of control used at each stage.

2. Give an example of the critical success factors for a job you have or had. Be sure to place them in priority order (most important first) and to explain why they are critical.

LO: 14-2: Identify the four steps in the control systems process.

3. Give an example of a constant, a periodic, and an occasional control method used by an organization you work for or have worked for. Identify each by name and explain why it is classified as such.

LO: 14-3: Describe the differences among the three categories of control frequency.

4. Identify the major source(s) of revenue and expenses where you work or have worked.

LO: 14-4: Discuss the three parts of the master budgeting process.

5. Identify a problem employee you observed on the job. Describe how the person affected the department’s performance.

LO: 14-5: Explain the relationship between coaching, management counseling, and discipline.

6. Identify a complaint you brought to a business. State the complaint and identify which steps in the customer-handling model the person did or did not follow. If you have never complained, interview someone who has.

LO: 14-5: Explain the relationship between coaching, management counseling, and discipline.

Additional Work Application Questions (not in the book)

7. Using Exhibit 14-1, identify the primary organizational inputs, transformation process, outputs, and customers of a firm you work for or have worked for. Also, identify the level of customer satisfaction.

LO: 14-1: Describe the four stages of the systems process by describing the type of control used at each stage.

8. Building on Work Application 14-1, give examples of preliminary, concurrent, rework, and damage controls for an organization you work for or have worked for.

LO: 14-1: Describe the four stages of the systems process by describing the type of control used at each stage.

9. Building on Work Applications 14-1 through 14-3, illustrate the systems process you personally use within your department. Be sure to give examples of preliminary, concurrent, rework, and damage controls you personally use.

LO: 14-1: Describe the four stages of the systems process by describing the type of control used at each stage.

10. Give an example of a standard from an organization you work for or have worked for that has the five characteristics of a complete standard.

LO: 14-2: Identify the four steps in the control systems process.

11. Identify a situation in which corrective action was needed to meet an objective/standard. Describe the corrective action taken to meet the objective/standard.

LO: 14-2: Identify the four steps in the control systems process.

12. Identify the major capital asset expenditures invested in by your present or a past organization.

LO: 14-4: Discuss the three parts of the master budgeting process.

13. Does the company you work for or have worked for make its financial statements available to the public? If it does, get copies and review them. Also, does the organization develop operating, capital expenditures, and financial budgets? If it does, try to get copies for review. If you are not sure, call or talk to your present or past boss to find out.

LO: 14-4: Discuss the three parts of the master budgeting process.

14. How would you rate your present or past boss’s coaching ability? Explain your answer using critical incidents.

LO: 14-5: Explain the relationship between coaching, management counseling, and discipline.

15. Review the discipline guidelines in Exhibit 14-11. Identify any guidelines your present or past boss did not follow.

LO: 14-5: Explain the relationship between coaching, management counseling, and discipline.

16. Identify a complaint you brought to a manager. State the complaint and identify which steps in the complaint-handling model the manager did or did not follow. If you have never complained, interview someone who has.

LO: 14-5: Explain the relationship between coaching, management counseling, and discipline.