Exam 19: Managing Quality and Performance

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

Scenario - Katrina Aldridge The yearly auditing review of Pilgrim Industries is scheduled for next month. Katrina Aldridge is preparing for that audit and is also preparing her budget for the coming year. -Which of these budgets will provide Katrina information about planned investments in major assets like buildings and heavy machinery?

Within the balanced scorecard, customer service indicators measure things such as employee retention and satisfaction.

The percentage representing what a company earned from its assets is called _____.

_____ standards represent an international standard for quality management.

At RWI Distilleries, rules and procedures are used only when necessary. Instead, shared goals and values guide employee behavior. RWI uses what type of organizational control?

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.

A contingency factor that can influence the success of a TQM program in a negative way is that:

Benchmarking is the age-old practice of allowing the artisan to sign his name to the finished product.

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

Zachary, a manager at ExecuComp, receives quarterly reports, which track his department's production statistics. However, these reports lack key information regarding reject rates. Which of the following components of the control model need improvement?

Which of the following is considered a leverage ratio?

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

Tammy is a production manager at Eagle's Nest, Inc.. She is concerned that too much money is being wasted on inventory that is sitting in the warehouse too long. She should calculate a(n):

List the four steps in the feedback control model.

The goal of _____ is to get every employee thinking and acting like a business owner.

_____ control is the process of setting targets for an organizations expenditures.

A balance sheet budget is a budget that plans and reports investments in major assets to be depreciated over several years.

Which of the following is the systematic process through which managers regulate organizational activities?

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: