Exam 19: Managing Quality and Performance

Discuss the evolution of the balanced scorecard from a system that places equal emphasis on performance management categories to one that emphasizes cause and effect.

Frequently calculated ratios typically pertain to activity, passivity, and profitability.

Contingency factors that can influence the success of a TQM program in a positive way include all of the following EXCEPT:

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

Identify and briefly describe each of the common financial ratios addressed in your text.

Approaches to quality and financial control must change with the times. In a short essay, evaluate the effect that the changing global economy and increased awareness of corporate accountability are having on organizational management and processes.

_____ is a control system that identifies the various activities needed to produce a product and determines the cost of those activities.

Ophelia, the new CEO at Odyssey Inc., plans to implement a highly effective systematic process of regulating organizational activities to make them consistent with the expectations that are established by managers within the company. This is referred to as _____ control.

In the process of implementing the balanced scorecard approach at his company, operations manager Seth Howard wonders whether internal activities and processes add value for customers and shareholders. This involves which dimension of the balanced scorecard?

The income statement shows revenues coming into the organization from all sources and subtracts all expenses.

A(n) _____ is defined as any organizational department or unit under the supervision of a single person who is responsible for its activity.

The basic philosophy of control at Nutrients-For-You, Inc. is based on the policies found in the employee handbook, as well as a strict hierarchy of authority. This philosophy is consistent with:

The goal of open-book management is to get every employee thinking and acting like a business owner.

A group of 6 to 12 volunteer employees who meet regularly to discuss and solve problems affecting their common work activities is a _____.

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

A control system that measures performance in terms of after-tax profits minus the cost of capital invested in tangible assets is called the _____.

Which of the following includes anticipated and actual expenses for a responsibility center?

Which of the following is a philosophy of organization-wide commitment to continuous improvement, focusing on teamwork, customer satisfaction, and lowering costs?

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

A(n) _____ ratio indicates an organization's ability to meet its current debt obligations.