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.

Your department has absenteeism standards, a way to measure absenteeism, and, based on your investigation, you have concluded that your department has an excessive absenteeism rate. What should your next step be?

The _____ is purchase orders divided by customer inquiries.

The final step of the feedback control model is to do nothing if performance is adequate or to take corrective action if performance is inadequate.

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

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

List the four major perspectives of a balanced scorecard.

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

The Six Sigma approach is a comprehensive management control system that balances traditional financial measures with operational measures relating to a company's critical success factors.

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:

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

Closed-book management helps employees appreciate why efficiency is important to the organization's success as well as their own.

A cash budget estimates receipts and expenditures of money on a daily or weekly basis..

Kyle's work group consistently exceeds the goals the members set for themselves some months ago. In an attempt to better motivate the group, Kyle thought it would be a good idea to set new goals. This is an example of Kyle exercising control by:

Tiffany recently discovered that the reject rate for her department has exceeded the standard for performance in this area. What should Tiffany do to exercise effective control?

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

_____ 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.

_____ focuses on whether performance meets established standards.

The _____ provides three types of information: assets, liabilities, and owners' equity.