Exam 19: Managing Quality and Performance

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 component of the balanced scorecard?

The __________ indicates an organization's ability to meet its current debt obligations.

__________ refers to technologies that wirelessly transmit data from remote sensors and GPS devices to computers for analysis.

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.

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

Ron meets with his company's accountant to discuss the budget of anticipated and actual expenses for each segment of the organization. This involves review of which type of budget?

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

__________ is a process in which lower-level managers anticipate their departments' resource needs and pass them up to top management for approval.

The capital budget lists planned investments in major assets such as buildings, heavy machinery, or complex information technology systems, often involving expenditures over more than a year.

Silver n' Gold Inc. recently introduced a new control philosophy where all employees have access to the same information that owners have, such as what money is coming in and where it is going. This is an example of which control philosophy?

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 feedback control model needs improvement?

Under hierarchical control, employees are actively engaged and committed to their work.

Electronic monitoring of employees is associated with:

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:

__________involves assigning dedicated personnel within a particular functional area of the business.

Six Sigma is based on a five-step methodology referred to as:

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 the following budgets will provide Katrina information about planned investments in major assets, such as buildings and heavy machinery?

Open-book management ties employee rewards to the company's overall success.

Which of the following statements about total quality management (TQM) is true?

ISO 9000 standards represent an international consensus of what constitutes effective quality management as outlined by the International Organization for Standardization.