Exam 15: Managing Quality and Performance

Heather belongs to an informal group at work that meets twice a month to discuss common issues and problems in the workplace.Recently,this group has been focusing on ways to improve safety in the workplace.This group is an example of

____________________ involves monitoring and influencing employee behavior through extensive use of rules,policies,hierarchy of authority,written documentation,reward systems,and other formal mechanisms.

Which of these budgets will provide Katrina information about planned investments in major assets like buildings and heavy machinery?

An organization-wide commitment to infusing quality into every activity through continuous improvement defines six sigma.

Use of the balanced scorecard can hinder or decrease organizational performance if it is implemented using which type of orientation?

Customer service,external business processes,financial performances,and the organization's capacity for learning and growth are the four major perspectives of the balanced scorecard.

____ refers to the steps taken to complete a company process.

Mistletoe Corporation has a detailed set of organizational goals and management information system that delivers timely and accurate information.Mistletoe still has control problems,however,because its managers refuse to act on the information they receive.Mistletoe's control process has flaws in which of the following areas?

Kendra is a manager at George's Goodies.On a regular basis Kendra and her subordinates set individual and organizational goals.This process is similar to which component of the control model?

The level of funds flowing through the organization and the nature of cash disbursements is shown through the capital budget.

To reduce the organization's cycle time is to reduce the number of

All of the following are key steps of setting up feedback control systems EXCEPT

Total quality management

CyberChasers Corporation sends a post-purchase questionnaire to all consumers who buy their products.They are interested in gathering data on product quality,customer service orientation,and customer satisfaction.This is an example of

The fourth step in the control process is comparing actual activities to performance standards.

____ is a contingency factor that can influence the success of a TQM program in a negative way.

Which of the following is a quality control approach that emphasizes a relentless pursuit of higher quality and lower costs?

The systematic process of regulating organizational activities to make them consistent with the expectations in plans,targets,and standards of performance refers to organizational control.

Effectively controlling an organization requires information about product standards and actual products,as well as actions to correct any deviations from the standards.

It seems that once a year the managers of Stone Construction,Inc.attempt a major organization intervention,such as management-by-objectives.They never seem to be satisfied with the performance of Stone Construction and,sure enough,12 months later,along comes another major intervention.By implementing organizational change in this way,Stone Construction's management may well be violating the principle of