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 dimension of the balanced scorecard?

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

____________________ refers to the system of governing an organization so that the interests of corporate owners are protected.

Which of these is a financial budget that estimates cash flows on a daily basis or weekly basis to ensure that the company can meet its obligations?

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

TQM tends to be most successful when it enriches jobs and improves employee motivation.

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

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.

Finland has the highest 2007-2008 opacity score.

____________________ control uses cultural values,traditions,shared beliefs,and trust to generate compliance with organizational goals.

Feedback control focuses on the quantity of an end product or service.

Companies today are increasingly shifting from a hierarchical control process to one that is more decentralized.

CyberChasers Corporation sends a post-purchase questionnaire to all consumers who buy their products.They are interested in gathering data on product quality,customer service orientation,and customer satisfaction.This is an example of

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?

Customer service,external business processes,financial performances,and the organization's capacity for learning and growth are the four major perspectives of the balanced scorecard.

____________________ focuses on whether performance meets established standards.

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)

Market value-added systems measure the stock market's estimate of the value of the company's past and projected capital investment projects.

With hierarchical control,power is dispersed and is based on knowledge and experience as much as position.

The use of cultural values,traditions,shared beliefs and trust to increase compliance with goals refers to decentralized control.