CHAPTER 12 – EVALUATION AND CONTROL
investment in inventory is working; the
MEASURING PERFORMANCE
Evaluation and control information consists of
performance data and activity reports.
If undesired performance results because the
strategic management processes were
inappropriately used, operational managers must
know about it so they can correct the employee
activity. Top management need not be involved.
If, however, undesired performance results from
the processes themselves, top managers, as well
as operational managers, must know about it so
they can develop new implementation programs
or procedures.
Evaluation and control information must be
relevant to what is being monitored.
One of the obstacles to effective control is the
difficulty in developing appropriate measures
of important activities and outputs.
Performance – is the end result of activity
APPROPRIATE MEASURES
Some measures, such as return on investment
(ROI) and earnings per share (EPS), are
appropriate for evaluating a corporation’s or a
division’s ability to achieve a profitability objective.
This type of measure, however, is inadequate for
evaluating additional corporate objectives such as
social responsibility or employee development.
ROI and EPS can be computed only after profits
are totaled for a period. It tells what happened
after the fact—not what is happening or what will
happen. A firm, therefore, needs to develop
measures that predict likely profitability.
Steering Controls
 measures that predict likely profitability.
 they measure variables that influence
future profitability.
 An example of a steering control used by
retail stores is the inventory turnover
ratio and customer satisfaction
Inventory Turnover Ratio
 which a retailer’s cost of goods sold is
divided by the average value of its
inventories.
 This measure shows how hard an
higher the ratio, the better.
 Not only does quicker moving inventory tie
up less cash in inventories, it also reduces
the risk that the goods will grow obsolete
before they’re sold—a crucial measure for
computers and other technology items.
A change in a firm’s customer satisfaction
typically works its way through a firm’s value
chain and is eventually reflected in quarterly
profits.
To help executives keep track of important
steering controls, Netsuite developed dashboard
software that displays critical information in easy-
to-read computer graphics assembled from data
pulled from other corporate software programs.
TYPES OF CONTROLS
Controls can be established to focus on actual
performance results (output), the activities that
generate the performance (behavior), or on
resources that are used in performance (input).
 Output controls
 specify what is to be accomplished by
focusing on the end result of the
behaviors through the use of
objectives and performance targets or
milestones.
 sales quotas, specific cost-reduction or
profit objectives, and surveys of
customer satisfaction
 are most appropriate when specific
output measures have been agreed on
but the cause–effect connection
between activities and results is not
clear.
 Behavior controls
  specify how something is to be done
through policies, rules, standard
operating procedures, and orders
from a superior.
 following company procedures,
making sales calls to potential
customers, and getting to work on
time
 are most appropriate when
performance results are hard to
measure, but the cause–effect
connection between activities and
results is relatively clear
 Input controls
 emphasize resources, such as
knowledge, skills, abilities, values,
and motives of employees.
 number of years of education and
experience
 are most appropriate when output is
difficult to measure and there is no
clear cause–effect relationship
between behavior and performance
(such as in college teaching).
Output, behavior, and input controls are not
interchangeable.
Corporations following the strategy of
conglomerate diversification tend to emphasize
output controls with their divisions and
subsidiaries (presumably because they are
managed independently of each other), whereas,
corporations following concentric diversification
use all three types of controls (presumably
because synergy is desired). Even if all three
types of control are used, one or two of them may
be emphasized more than another depending on
the circumstances.
ISO 9000 Standards Series – is a way of
objectively documenting a company’s high level
of quality operations.
ISO 14000 Standards Series – establishes how
to document the company’s impact on the
environment.
A company wanting ISO 9000 certification would
document its process for product introductions,
among other things. ISO 9001 would require this
firm to separately document design input, design
process, design output, and design verification—a
large amount of work. ISO 14001 would specify
how companies should establish, maintain and
continually improve an environmental
management system.
The benefits from ISO certification are partially in
cost savings, but primarily they are a signal to
suppliers and buyers about the focus of the
company.
ACTIVITY-BASED COSTING
 is an accounting method for allocating
indirect and fixed costs to individual
products or product lines based on the
value-added activities going into that
product.
 This accounting method is very useful in
constructing a value-chain analysis of a
firm’s activities for making outsourcing
decisions.
Traditional Cost Accounting
 focuses on valuing a company’s inventory
for financial reporting purposes.
 To obtain a unit’s cost, cost accountants
typically add direct labor to the cost of
materials.
 is useful when direct labor accounts for
most of total costs and a company
produces just a few products requiring the
same processes.
ABC accounting allows accountants to charge
costs more accurately than the traditional method
because it allocates overhead far more precisely.
ENTERPRISE RISK MANAGEMENT
 is a corporate wide, integrated process for
managing the uncertainties that could
negatively or positively influence the
achievement of the corporation’s
objectives.
The process of rating risks involves three
steps:
1. Identify the risks using scenario analysis,
brainstorming, or by performing risk self-
assessments.
2. Rank the risks, using some scale of impact and
likelihood.
3. Measure the risks, using some agreed-upon
standard.
Value at Risk (VAR) – effect of unlikely events in
normal markets), and stress testing (effect of
plausible events in abnormal markets. It
measures the potential impact of the financial
risks they face.
Earnings at Risk (EAR) – measure the effect of
risk on reported earnings. It can then manage risk
to a specified earnings level based on the
company’s “risk appetite.”
PRIMARY MEASURES OF CORPORATE
PERFORMANCE
Traditional Financial Measures
 Return on Investment (ROI)
o The most commonly used measure
of corporate performance (in terms
of profits)
o It is simply the result of dividing net
income before taxes by the total
amount invested in the company
(typically measured by total
assets).
o gives the impression of objectivity
and precision
o it can be easily manipulated.
 Earnings per share (EPS)
o involves dividing net earnings by
the amount of common stock, also
has several deficiencies as an
evaluation of past and future
performance
o First, because alternative
accounting principles are available,
EPS can have several different but
equally acceptable values,
depending on the principle
selected for its computation.
o Second, because EPS is based on
accrual income, the conversion of
income to cash can be near term
or delayed.
o does not consider the time value of
money.
 Return on equity (ROE)
o involves dividing net income by
total equity, also has limitations
because it is also derived from
accounting-based data. In addition,
EPS and ROE are often unrelated
to a company’s stock price.
 Operating cash flow
o the amount of money generated by
a company before the cost of
financing and taxes, is a broad
measure of a company’s funds.
oThis is the company’s net income
plus depreciation, depletion,
amortization, interest expense, and
income tax expense.
 Free Cash Flow
o the amount of money a new owner
can take out of the firm without
harming the business.
o This is net income plus
depreciation, depletion, and
amortization less capital
expenditures and dividends.
ROI, EPS, ROE, and operating cash flow are
not by themselves adequate measures of
corporate performance.
 stickiness (length of Web site visit),
 eyeballs (number of people who visit a
Web site), and
 mindshare (brand awareness)
Shareholder Value
 the present value of the anticipated
future stream of cash flows from the
business plus the value of the
company if liquidated.
Arguing that the purpose of a company is to
increase shareholder wealth, shareholder value
analysis concentrates on cash flow as the key
measure of performance. The value of a
corporation is thus the value of its cash flows
discounted back to their present value, using the
business’s cost of capital as the discount rate.
Two shareholder value measures:
1) Economic value added (EVA)
 an extremely popular shareholder
value method of measuring corporate
and divisional performance and may
be on its way to replacing ROI as the
standard performance measure.
 measures the difference between the
pre-strategy and post-strategy values
for the business.
 is an after-the-fact measure and
cannot be used like a steering control.
 it does not control for size differences
across plants or divisions.
 after-tax operating income minus the
total annual cost of capital
 EVA = after-tax operating income -
(investment in assets * weighted
average cost of capital)
Managers can improve their company’s or
business unit’s EVA by:
(1) earning more profit without using more capital,
(2) using less capital, and
(3) investing capital in high-return projects.
2) Market value added (MVA)
 the difference between the market
value of a corporation and the capital
contributed by shareholders and
lenders.
 Like net present value, it measures the
stock market’s estimate of the net
present value of a firm’s past and
expected capital investment projects
EVA is a predictor of MVA. Consecutive years of
positive EVA generally lead to a soaring MVA.
BALANCED SCORECARD APPROACH: USING
KEY PERFORMANCE MEASURES
 includes non-financial as well as financial
measures
 This approach is especially useful given
that research indicates that non-financial
assets explain 50% to 80% of a firm’s
value
 combines financial measures that tell the
results of actions already taken with
operational measures on customer
satisfaction, internal processes, and the
corporation’s innovation and improvement
activities—the drivers of future financial
performance.
 steering controls are combined with output
controls.
In the balanced scorecard, management
develops goals or objectives in each of four
areas:
■ Financial: How do we appear to shareholders?
■ Customer: How do customers view us?
■ Internal business perspective: What must we
excel at?
■ Innovation and learning: Can we continue to
improve and create value?
Key Performance Measures
 measures that are essential for achieving
a desired strategic option.38 For example,
a company could include cash flow,
quarterly sales growth, and ROE as
measures for success in the financial area
 It could include market share (competitive
position goal), customer satisfaction, and
percentage of new sales coming from new
products (customer acceptance goal) as
measures under the customer
perspective.
 It could include cycle time and unit cost
(manufacturing excellence goal) as
measures under the internal business
perspective.
 It could include time to develop next-
generation products (technology
leadership objective) under the innovation
and learning perspective.
Evaluating Top Management and the
Board of Directors
Through its strategy, audit, and compensation
committees, a board of directors is charged with
closely evaluating the job performance of the
CEO and the top management team.
Chairman-CEO Feedback Instrument
 a 17-item questionnaire developed by
Ram Charon, an authority on corporate
governance.
The questionnaire focuses on four key areas:
(1) company performance,
(2) leadership of the organization,
(3) team-building and management succession,
and
(4) leadership of external constituencies
The difficulty that some board members have is
understanding what a CEO should be evaluated
on beyond financial performance. One
recommendation is to have Board members
“grade” the CEO on six characteristics:
(1) vision,
(2) HR,
(3) proper capital allocation,
(4) culture of the organization,
(5) decision making, and
(6) performance
Management Audit
 very useful to boards of directors in
evaluating management’s handling of
various corporate activities.
  have been developed to evaluate activities
such as corporate social responsibility,
functional areas like the marketing
department, and divisions such as the
international division.
 These can be helpful if the board has
selected particular functional areas or
activities for improvement.
Strategic Audit
 a type of management audit that provides
a checklist of questions, by area or issue,
that enables a systematic analysis of
various corporate functions and activities
to be made.
 It is a type of management audit and is
extremely useful as a diagnostic tool to
pinpoint corporate-wide problem areas
and to highlight organizational strengths
and weaknesses.
 can help determine why a certain area is
creating problems for a corporation and
help generate solutions to the problem.
 it can be very useful in evaluating the
performance of top management.
PRIMARY MEASURES OF DIVISIONAL AND
FUNCTIONAL PERFORMANCE
 Companies use a variety of techniques to
evaluate and control performance in
divisions, strategic business units (SBUs),
and functional areas.
 If a corporation is composed of SBUs or
divisions, it will use many of the same
performance measures (ROI or EVA, for
instance) that it uses to assess overall
corporate performance. To the extent that
it can isolate specific functional units such
as R&D, the corporation may develop
responsibility centers.
 It will also use typical functional measures,
such as market share and sales per
employee (marketing), unit costs and
percentage of defects (operations),
percentage of sales from new products
and number of patents (R&D), and
turnover and job satisfaction (HRM).
During strategy formulation and implementation,
top management approves a series of programs
and supporting operating budgets from its
business units. During evaluation and control,
actual expenses are contrasted with planned
expenditures, and the degree of variance is
assessed. This is typically done on a monthly
basis. In addition, top management will probably
require periodic statistical reports summarizing
data on such key factors as the number of new
customer contracts, the volume of received
orders, and productivity figures.
RESPONSIBILITY CENTERS
Budgets – are one type of control system that is
typically used to control the financial indicators of
performance.
Responsibility centers
 are used to isolate a unit so it can be
evaluated separately from the rest of the
corporation.
 has its own budget and is evaluated on its
use of budgeted resources.
 It is headed by the manager responsible
for the center’s performance.
 uses resources (measured in terms of
costs or expenses) to produce a service or
a product (measured in terms of volume or
revenues).
Five major types of responsibility centers:
 Standard cost centers: primarily used in
manufacturing facilities. Standard (or
expected) costs are computed for each
operation on the basis of historical data. In
evaluating the center’s performance, its
total standard costs are multiplied by the
units produced. The result is the
expected cost of production, which is then
compared to the actual cost of production.
 Revenue centers: production, usually in
terms of unit or dollar sales, is measured
without consideration of resource costs.
Judged in terms of effectiveness rather
than efficiency. Profits are not considered
because sales departments have very
limited influence over the cost of the
products they sell.
 Expense centers: Resources are
measured in dollars, without consideration
for service or product costs. Thus, budgets
will have been prepared for engineered
expenses (costs that can be calculated)
and for discretionary expenses (costs that
can be only estimated). Typical expense
centers are administrative, service, and
research departments. They cost a
company money, but they only indirectly
contribute to revenues.
  Profit centers: Performance is measured
in terms of the difference between
revenues (which measure production) and
expenditures (which measure resources).
Typically established whenever an
organizational unit has control over both
its resources and its products or services.
A company can be organized into
divisions of separate product lines. The
manager of each division is given
autonomy to the extent that he or she is
able to keep profits at a satisfactory (or
better) level.
The difference between the manufacturing cost
per unit and the agreed-upon transfer price is the
unit’s “profit.”
Transfer Pricing
 commonly used in vertically integrated
corporations and can work well when a
price can be easily determined for a
designated amount of product.
 being increasingly scrutinized by tax
authorities around the world.
 Investment centers: Because many divisions
in large manufacturing corporations use
significant assets to make their products, their
asset base should be factored into their
performance evaluation. Thus, it is insufficient
to focus only on profits, as in the case of profit
centers. Performance is measured in terms of
the difference between its resources and its
services or products.
The most widely used measure of investment
center performance is ROI.
Most single-business corporations tend to use a
combination of cost, expense, and revenue
centers. In these corporations, most managers
are functional specialists and manage against a
budget.
Responsibility centers
 used to isolate a unit so it can be
evaluated separately from the rest of the
corporation
 has its own budget and is evaluated on its
use of budgeted resources
 headed by the manager responsible for
the center's performance
USING BENCHMARKING TO EVALUATE
PERFORMANCE
Benchmarking
 “the continual process of measuring products,
services, and practices against the toughest
competitors or those companies recognized
as industry leaders.”
 an increasingly popular program, is based on
the concept that it makes no sense to reinvent
something that someone else is already
using.
 It involves openly learning how others do
something better than one’s own company so
that the company not only can imitate, but
perhaps even improve upon its techniques.
The benchmarking process usually involves
the following steps:
1. Identify the area or process to be
examined. It should be an activity that has
the potential to determine a business
unit’s competitive advantage.
2. Find behavioral and output measures of
the area or process and obtain
measurements.
3. Select an accessible set of competitors
and best-in-class companies against
which to benchmark. These may very
often be companies that are in completely
different industries, but perform similar
activities
4. Calculate the differences among the
company’s performance measurements
and those of the best-in-class and
determine why the differences exist.
5. Develop tactical programs for closing
performance gaps
6. Implement the programs and then
compare the resulting new measurements
with those of the best-in-class companies.
Benchmarking has been found to produce best
results in companies that are already well
managed.
STRATEGIC INFORMATION SYSTEMS
Before performance measures can have any
impact on strategic management, they must first
be communicated to the people responsible for
formulating and implementing strategic plans.
Strategic information systems can perform this
function. They can be computer-based or manual,
formal or informal.
ENTERPRISE RESOURCE PLANNING (ERP)
  unites all of a company’s major business
activities, from order processing to
production, within a single family of
software modules.
 The system provides instant access to
critical information to everyone in the
organization, from the CEO to the factory
floor worker.
 business information systems’ global
standard.
 extremely complicated and demands a
high level of standardization throughout a
corporation. Its demanding nature often
forces companies to change the way they
do business.
There are three reasons ERP could fail:
o insufficient tailoring of the software to fit
the company,
o inadequate training,
o insufficient implementation support.
RADIO FREQUENCY IDENTIFICATION AND
NEAR FIELD COMMUNICATION
Radio frequency identification (RFID) is an
electronic tagging technology used in a number of
companies to improve supply-chain efficiency
while near field communication (NFC) stands
for contactless communication between devices
like smartphones or tablets.
DIVISIONAL AND FUNCTIONAL IS SUPPORT
At the divisional or SBU level of a corporation, the
information system should be used to support,
reinforce, or enlarge the business-level
strategy through its decision support system.
An SBU pursuing a strategy of overall cost
leadership could use its information system to
reduce costs either by improving labor
productivity or improving the use of other
resources such as inventory or machinery.
PROBLEMS IN MEASURING PERFORMANCE
The measurement of performance is a crucial part
of evaluation and control. The lack of
quantifiable objectives or performance
standards and the inability of the information
system to provide timely and valid
information are two obvious control problems.
The use of timely, quantifiable standards does not
guarantee good performance.
SHORT-TERM ORIENTATION
Long-term evaluations may not be conducted
because executives:
 don’t realize their importance,
 believe that short-term considerations are
more important than long-term
considerations,
 aren’t personally evaluated on a long-term
basis, or
 don’t have the time to make a long-term
analysis
Many accounting-based measures, such as EPS
and ROI, encourage a short-term orientation in
which managers consider only current tactical or
operational issues and ignore long-term strategic
ones.
Earnings Guidance — estimates of future
corporate earnings.
GOAL DISPLACEMENT
 the confusion of means with ends and
occurs when activities originally intended
to help managers attain corporate
objectives become ends in themselves—
or are adapted to meet ends other than
those for which they were intended
Behavior Substitution
 refers to the phenomenon of
pursuing substitute activities that
do not lead to goal
accomplishment instead of
activities that do lead to goal
accomplishment because the
wrong activities are being
rewarded.
Managers, like most other people, tend to focus
more of their attention on behaviors that are
clearly measurable than on those that are not.
Employees often receive little or no reward for
engaging in hard-to-measure activities such as
cooperation and initiative.
A proposed law governing the effect of
measurement on behavior is that quantifiable
measures drive out non-quantifiable measures.
Suboptimization
 refers to the phenomenon of a unit
optimizing its goal accomplishment
 to the detriment of the organization
as a whole.
 The emphasis in large corporations
on developing separate
responsibility centers can create
some problems for the corporation
as a whole.
 To the extent that a division or
functional unit views itself as a
separate entity, it might refuse to
cooperate with other units or
divisions in the same corporation if
cooperation could in some way
negatively affect its performance
evaluation.
Incentives were tied to the success of the
individual divisions, which often came at the
expense of other parts of the company.
GUIDELINES FOR PROPER CONTROL
In designing a control system, top management
should remember that controls should follow
strategy. Unless controls ensure the use of the
proper strategy to achieve objectives, there is a
strong likelihood that dysfunctional side effects
will completely undermine the implementation of
the objectives. The following guideline are
recommended:
1. Control should involve only the
minimum amount of information
needed to give a reliable picture of
events: Too many controls create
confusion.
2. Controls should monitor only
meaningful activities and results,
regardless of measurement difficulty: If
cooperation between divisions is important
to corporate performance, some form of
qualitative or quantitative measure should
be established to monitor cooperation.
3. Controls should be timely so that
corrective action can be taken before it
is too late: Steering controls, controls that
monitor or measure the factors influencing
performance, should be stressed so that
advance notice of problems is given.
4. Long-term and short-term controls
should be used: If only short-term
measures are emphasized, a short-term
managerial orientation is likely.
5. Controls should aim at pinpointing
exceptions: Only activities or results that
fall outside a predetermined tolerance
range should call for action.
6. Emphasize the reward of meeting or
exceeding standards rather than
punishment for failing to meet
standards: Heavy punishment of failure
typically results in goal displacement.
Managers will “fudge” reports and lobby
for lower standards.
If corporate culture complements and reinforces
the strategic orientation of a firm, there is less
need for an extensive formal control system.
The stronger the culture and the more it was
directed toward the marketplace, the less need
was there for policy manuals, organization charts,
or detailed procedures and rules. In these
companies, people way down the line know what
they are supposed to do in most situations
because the handful of guiding values is crystal
clear.
ALIGNING INCENTIVES
The following three approaches are tailored to
help match measurements and rewards with
explicit strategic objectives and time frames:
1. Weighted-factor method: particularly
appropriate for measuring and rewarding
the performance of top SBU managers
and grouplevel executives when
performance factors and their importance
vary from one SBU to another.
2. Long-term evaluation method:
compensates managers for achieving
objectives set over a multiyear period. An
executive is promised some compensation
based on long-term performance.
3. Strategic-funds method: encourages
executives to look at developmental
expenses as being different from
expenses required for current operations.
An effective way to achieve the desired
strategic results through a reward system is
to combine the three approaches:
1. Segregate strategic funds from short-term
funds, as is done in the strategic-funds method.
2. Develop a weighted-factor chart for each SBU.
3. Measure performance on three bases: The
pretax profit indicated by the strategic funds
approach, the weighted factors, and the long-term
evaluation of the SBUs’ and the corporation’s whereas France and Sweden scored lowest (thus
performance. highest on femininity). People in nations scoring
high on masculinity tend to value clearly defined
sex roles where men dominate, and to emphasize
INTERNATIONAL CONSIDERATIONS IN performance and independence, whereas people
LEADING scoring low on masculinity (and thus high on
femininity) tend to value equality of the sexes
where power is shared, and to emphasize the
quality of life and interdependence.
In a study of 53 different national cultures,
Hofstede found that each nation's unique culture
could be identified using five dimensions. He
found that national culture is so influential that it 5. Long-term orientation (LT) is the extent to
tends to overwhelm even a strong corporate which society is oriented toward the long- versus
culture. (See the numerous sociocultural societal the short-term. Hong Kong and Japan scored
variables that compose another country's culture highest on long-term orientation, whereas
that are listed in Table 4-3.) In measuring the Pakistan scored the lowest. A long-term time
differences among these dimensions of national orientation emphasizes the importance of hard
culture from country to country, he was able to work, education, and persistence as well as the
explain why a certain management practice might importance of thrift. Nations with a long-term time
be successful in one nation but fail in another: orientation tend to value strategic planning and
other management techniques with a long-term
payback.
1. Power distance (PD) is the extent to which a
society accepts an unequal distribution of power
in organizations. Malaysia and Mexico scored
highest, whereas Germany and Austria scored
lowest. People in those countries scoring high on
this dimension tend to prefer autocratic to more
participative managers.
2. Uncertainty avoidance (UA) is the extent to
which a society feels threatened by uncertain and
ambiguous situations. Greece and Japan scored
highest on disliking ambiguity, whereas the
United States and Singapore scored lowest.
People in those nations scoring high on this
dimension tend to want career stability, formal
rules, and clear-cut measures of performance.
3. Individualism-collectivism (I-C) is the extent
to which a society values individual freedom and
independence of action compared with a tight
social framework and loyalty to the group. The
United States and Canada scored highest on
individualism, whereas Mexico and Guatemala
scored lowest. People in nations scoring high on
individualism tend to value individual success
through competition, whereas people scoring low
on individual- ism (thus high on collectivism) tend
to value group success through collective
cooperation.
4. Masculinity-femininity (M-F) is the extent to
which society is oriented toward money and
things (which Hofstede labels masculine) or
toward people (which Hofstede labels feminine).
Japan and Mexico scored highest on masculinity,