This document summarizes key points from Chapter 17 of the textbook "Management" by Stephen P. Robbins and Mary Coulter. The chapter introduces the topic of controlling, which refers to monitoring activities to ensure goals are accomplished as planned and correcting deviations. It describes the three step control process of measuring performance, comparing to standards, and taking corrective action. It also discusses tools for measuring organizational performance such as financial ratios, balanced scorecards, and benchmarking. Finally, it covers contemporary issues in control relating to cross-cultural differences, workplace concerns, and customer interactions.