Exam 12: Measurement and Knowledge Management for Performance Excellence

_____ refers to an examination of facts and data to provide a basis for effective decisions.

Why do managers review performance results in an organization?

The process in which locations,divisions and functions in an organizational structure focus on maximizing their own accomplishments and rewards was called _____ by Deming.

Physical and financial assets have become more important than knowledge assets in many organizations.

Performance reviews in an organization are usually conducted on a daily or weekly basis for long-term control decisions,and periodically throughout the year for short-term decisions and improvement.

Which of the following analytical approach or technology is most likely to be used for data mining?

Which of the following perspectives of the balanced scorecard includes profitability,revenue growth,return on investment,economic value added (EVA),and shareholder value?

A knowledge-enabled culture is created when an organization employs a system of aligned human resource policies,tactics,processes,and practices that ensure knowledge is created,captured,used,and reused to achieve superior organizational results as a sustainable advantage.

A balanced scorecard greatly helps in identifying the real drivers of customer satisfaction.

The ability to identify and transfer best practices within the organization is sometimes called _____.

What makes it complex for the U.S.Postal service to balance the interests of its stakeholders?

_____ data refer to industry averages,competitor performance,world-class benchmarks,or performance measures of other organizations with similar product offerings.

How are the elements in the balanced scorecard linked to support the strategic objectives of the postal services?

Data _____ is the process of searching large databases to find hidden patterns in data.

_____ knowledge is easily captured,stored,and disseminated using computer technology.

Workforce-focused outcomes used for performance measurement in the Baldrige criteria show how well the organization has created and maintained a productive,engaging,and caring work environment.

_____ is the term that describes the quantitative modeling of cause-and-effect relationships between performance measures,such as the customer satisfaction and product quality or employee performance.

Setting targets for each performance measure provides the basis for strategy deployment.

Leading indicators of a balanced scorecard represent long-term results.

_____ of product and service performance and customer indicators is a critical management tool for defining and focusing on key quality and customer requirements,identifying product and service differentiators in the marketplace,and determining cause-effect relationships between product and service attributes and measures of customer satisfaction and loyalty.