Exam 19: Managing Quality and Performance

Outsourcing is the continuous process of measuring products, services, and practices against the toughest competitors or the industry leaders.

An expense budget lists forecasted and actual revenues of the organization.

The control "system" at FreshFood Corporation is based on the culture of the organization and norms that develop in the individual work teams. This is an example of:

In most companies, managers rely exclusively on qualitative measures to measure actual performance.

Total quality management:

According to MANAGER'S SHOPTALK in Chapter 19, the interest in self-awareness is part of a growing discipline called _____.

A quality circle is a group of _____ volunteer employees.

Stella, a systems manager for a large technology company, would like to get an understanding of her company's financial position with respect to assets and liabilities at the end of the fiscal year. Which financial statement should she refer to?

The systematic process through which managers regulate organizational activities is known as _____.

Managers are increasingly recognizing the need to measure intangible aspects of performance such as customer service.

A Six Sigma process will typically result in one defective package of product for every three truckloads shipped.

The _____ plans future investments in major assets to be depreciated over several years.

Which of these is based on a set of international standards for quality?

TQM tends to be most successful when it enriches jobs and improves employee motivation.

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?

At LBK Industries, responsibility for quality control rests with a team of quality control inspectors and supervisors rather than with employees. LBK uses what type of organizational control?

The _____ lists planned investments in major assets such as buildings, trucks, and heavy machinery, often involving expenditures over more than a year.

The implementation of a large number of small, incremental improvements in all areas of the organization on an ongoing basis is referred to as _____.

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 a:

A feedback control model helps managers determine whether performance meets established standards. In an essay, describe how you would utilize the four-step process of feedback control when setting up a control system in a retail environment.