Exam 16: Organizational Control and Quality Improvement

According to Deming, ____ is the most important part of the production line.

Internal auditors should report their findings to ____, according to experts.

There is a direct trade-off between lower costs and higher quality. Managers can achieve one or the other, but not both at the same time.

Traditionally, crisis management was viewed negatively as

When Sabrina, the owner of a grocery chain spends a few days each year serving customers at a check-out stand, she is using an organizational control technique known as

A scatter diagram would be appropriate if a manager wanted to plot the relationship between two product characteristics, such as a golf club's thickness and flexibility.

Which of these is not among Deming's famous 14 points?

Which of these is not one of the RATER service-quality dimensions identified by the Texas A&M researchers?

Which of these best sums up the relationship between Deming management and Taylor's scientific management?

Which of these refers to anyone within the organization who relies on your work to get their work done?

According to experts, management's two biggest mistakes when dealing with organizational crisis are (1) ignoring early warning signs and (2)____.

Why are objectives a central feature of any worthwhile control system?

What is an executive reality check? Why is it helpful to a company? Provide an example of how this management tool might be used by a chain of grocery stores.

Why is Pareto analysis a particularly useful TQM tool?

A "shadow plan" is a back-up plan that can be put into effect when things go wrong.

Kaizen practitioners view quality as

A TQM tool that would be useful for identifying the roughly 20 percent of a supermarket's employees who are responsible for about 80 percent of the absenteeism is

Empowering employees at all levels is an essential component of TQM.

Crisis management was traditionally viewed negatively, as "managerial firefighting", where companies waited for things to go wrong, then reacted to minimize the damage.

External audits are precisely the same as internal audits.