Exam 19: Managing Quality and Performance

Kendra is a manager at George's Goodies.On a regular basis Kendra and her subordinates set individual and organizational goals.This process is similar to which component of the control model?

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

Focusing on how well resources and human capital are being managed for the company's future refers to which component of the balanced scorecard?

The continuous process of measuring products,services,and practices against major competitors or industry leaders is called ____________________.

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

The balance sheet shows the firm's financial position with respect to expenses and credits at a specific point in time.

The goal of open-book management is to get every employee thinking and acting like a business owner.

What is the key to successful benchmarking?

The control "system" at FreshFood Corporation is based on the culture of the organization and norms that develop in the individual work teams.This is an example of

All of the following are major perspectives of the Balanced Scorecard EXCEPT:

A quality circle is a group of ____ volunteer employees.

____________________ involves monitoring and influencing employee behavior through extensive use of rules,policies,hierarchy of authority,written documentation,reward systems,and other formal mechanisms.

Which of the following is the process of measuring your organizational process against the best in the industry?

A group of six to twelve volunteer employees who meet regularly to discuss and solve problems affecting their common work activities refers to a quality team.

Tracking measures such as customer service and employee involvement are examples of identifying and defining nonfinancial measurements.

Managers are increasingly recognizing the need to measure intangible aspects of performance such as customer service.

A process in which lower level managers anticipate their department's resource needs and pass them to top management for approval is called top-down budgeting.

Managers focus on the various elements of the scorecard to set targets,evaluate performance,and guide discussion about what further actions need to be taken.

The firm's financial position with respect to assets and liabilities at a specific point in time is shown by its

____ is any organizational department or unit under the supervision of a single person who is responsible for its activity.