Exam 19: Managing Quality and Performance

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:

The feedback control model is a comprehensive management control system that balances traditional financial measures with measures of customer service, internal business processes, and the organization's capacity for learning and growth.

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

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:

Describe the difference between a balance sheet and an income statement.

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?

List the four steps in the feedback control model.

A(n) _____ ratio measures internal performance with respect to key activities defined by management.

All well-designed control systems involve the use of _____ to determine whether performance meets established standards.

The _____ estimates receipts and expenditures of money on a daily or weekly basis to ensure that an organization has sufficient cash to meet its obligations.

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

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

A responsibility center involves the coordination of multiple managers from various departments to carry out an activity.