Question 1

Which of the following is the ultimate goal of Total Quality Management?

Accepted Answer

A)  Producing sustainable revenue 
B)  Setting strategic priorities 
C)  Fulfilling customer needs 
D)  Improving employee performance 
A)  Producing sustainable revenue 
B)  Setting strategic priorities 
C)  Fulfilling customer needs 
D)  Improving employee performance C

Question 2

Organizations that focus solely on performance without a focus on support tend to produce burnout contexts.

Accepted Answer

A) True 
 B)False  True

Question 3

The factor that differentiates behavior and output is that

Accepted Answer

A)  outputs include the decisions of individual employees. 
B)  behavior is controlled at the unit or department level. 
C)  outputs are more flexible and diverse. 
D)  behavior can be specified for an entire organization. 
A)  outputs include the decisions of individual employees. 
B)  behavior is controlled at the unit or department level. 
C)  outputs are more flexible and diverse. 
D)  behavior can be specified for an entire organization. B

Question 4

The balanced scorecard promotes competition and reveals best practices so that they can be analyzed, adopted, and implemented throughout an industry.

Accepted Answer

A) True 
 B)False

Question 5

Organizations that emphasize performance metrics with a focus on support and trust will tend to produce _____ contexts.

Accepted Answer

A)  country club 
B)  high performance 
C)  low performance 
D)  burnout 
A)  country club 
B)  high performance 
C)  low performance 
D)  burnout

Question 6

Describe benchmarking.

Accepted Answer

The concept of benchmarking broadens a m

Question 7

What is a balanced scorecard? Briefly describe its perspectives.

Accepted Answer

Balanced scorecard is the method created

Question 8

The following selected data come from Celebration Company's income statements over three recent years. Based on the data, what is Celebration's profit margin for each of the three years, and do the ratios show deterioration or improvement in Celebration's profitability? Assume the industry average is 0.065 or 6.5%.

Accepted Answer

A)  0.039; 0.027; 0.023; weak but improving 
B)  0.39; 0.40; 0.41; weak but improving slightly 
C)  0.038; 0.026; 0.022; weak but improving 
D)  0.35; 0.34; 0.32; weak and deteriorating slightly 
A)  0.039; 0.027; 0.023; weak but improving 
B)  0.39; 0.40; 0.41; weak but improving slightly 
C)  0.038; 0.026; 0.022; weak but improving 
D)  0.35; 0.34; 0.32; weak and deteriorating slightly

Question 9

Discuss TQM, Six Sigma, and ISO 9000.

Accepted Answer

The goal of TQM is to ensure that the co

Question 10

The following selected data come from Celebration Company's balance sheets and income statements over three recent years. Based on the data, what is Celebration's return on assets for each of the three years, and do the ratios show deterioration or improvement in Celebration's profitability? Assume that the industry average is 0.075 or 7.5%.

Accepted Answer

A)  0.039; 0.027; 0.023; weak but improving 
B)  0.39; 0.40; 0.41; weak but improving slightly 
C)  2.56; 2.53; 2.46; strong and improving slightly 
D)  0.47; 0.46; 0.45; weak and deteriorating slightly 
A)  0.039; 0.027; 0.023; weak but improving 
B)  0.39; 0.40; 0.41; weak but improving slightly 
C)  2.56; 2.53; 2.46; strong and improving slightly 
D)  0.47; 0.46; 0.45; weak and deteriorating slightly

Question 11

The managers of Z-Cosmetics, after identifying key measurements, decided to set performance targets for their business. In order to fulfill the purpose, they adopted a process that required management to collect data from Color Cosmetics, a leading manufacturer in the industry. The managers of Z-Cosmetics believed that adopting the best practices across the industry would help them achieve their goals more effectively. Identify the process used by Z-Cosmetics to set performance targets.

Accepted Answer

A)  Activity-based costing 
B)  Benchmarking 
C)  Total Quality Management 
D)  Budgeting 
A)  Activity-based costing 
B)  Benchmarking 
C)  Total Quality Management 
D)  Budgeting

Question 12

Which of the following statements about the balanced scorecard is true?

Accepted Answer

A)  It helps managers create a set of quantitative and qualitative measurements that are related and mutually reinforcing. 
B)  It does not enable managers to make any qualitative measurements. 
C)  A company with many business units needs only a single balanced scorecard. 
D)  Company mission plays an instrumental role in the balanced scorecard. 
A)  It helps managers create a set of quantitative and qualitative measurements that are related and mutually reinforcing. 
B)  It does not enable managers to make any qualitative measurements. 
C)  A company with many business units needs only a single balanced scorecard. 
D)  Company mission plays an instrumental role in the balanced scorecard.

Question 13

_____ is defined as the process of evaluating behaviors and outputs to see whether standards have been met or objectives have been obtained.

Accepted Answer

A)  Benchmarking 
B)  Measurement 
C)  De-escalation 
D)  Strategic control 
A)  Benchmarking 
B)  Measurement 
C)  De-escalation 
D)  Strategic control

Question 14

ISO 9000 is a program that focuses on improving the firm's products but not the processes involved.

Accepted Answer

A) True 
 B)False

Question 15

_____ refers to a four-stage process that provides the mechanisms and systems that monitor the transformation process, ensuring that outputs are produced to the desired quality, quantity, and specification of an organization and its customers.

Accepted Answer

A)  Control cycle 
B)  Trend analysis 
C)  Scenario building 
D)  SWOT analysis 
A)  Control cycle 
B)  Trend analysis 
C)  Scenario building 
D)  SWOT analysis

Question 16

Which of the following balanced scorecard perspectives is used by managers to identify the company's most important customers and how well the company is doing in meeting customers' needs?

Accepted Answer

A)  Internal business process perspective 
B)  Customer perspective 
C)  Learning and growth perspective 
D)  Financial perspective 
A)  Internal business process perspective 
B)  Customer perspective 
C)  Learning and growth perspective 
D)  Financial perspective

Question 17

_____ is an international control mechanism that pursues high-quality products by ensuring high-quality processes.

Accepted Answer

A)  ISO 9000 
B)  Benchmarking 
C)  Six Sigma 
D)  Total Quality Management 
A)  ISO 9000 
B)  Benchmarking 
C)  Six Sigma 
D)  Total Quality Management

Question 18

New Skin, a cosmetics company, is focused on innovation and new product introduction. New Skin will place heavy emphasis on which perspective of the balanced scorecard?

Accepted Answer

A)  Financial perspective 
B)  Customer perspective 
C)  Business process perspective 
D)  Learning and growth perspective 
A)  Financial perspective 
B)  Customer perspective 
C)  Business process perspective 
D)  Learning and growth perspective

Question 19

Which of the following questions should the managers address as they design control systems?

Accepted Answer

A)  What it is? 
B)  Who should design? 
C)  How to design? 
D)  Is it relevant? 
A)  What it is? 
B)  Who should design? 
C)  How to design? 
D)  Is it relevant?

Question 20

Which of the following refers to the quantitative and qualitative aspects of products or services that customers value most?

Accepted Answer

A)  Financial economies 
B)  Core competencies 
C)  Value propositions 
D)  Internal business processes 
A)  Financial economies 
B)  Core competencies 
C)  Value propositions 
D)  Internal business processes

Which of the following is the ultimate goal of Total Quality Management?

Organizations that focus solely on performance without a focus on support tend to produce burnout contexts.

The factor that differentiates behavior and output is that

The balanced scorecard promotes competition and reveals best practices so that they can be analyzed, adopted, and implemented throughout an industry.

Organizations that emphasize performance metrics with a focus on support and trust will tend to produce _____ contexts.

Describe benchmarking.

What is a balanced scorecard? Briefly describe its perspectives.

Discuss TQM, Six Sigma, and ISO 9000.

Which of the following statements about the balanced scorecard is true?

_____ is defined as the process of evaluating behaviors and outputs to see whether standards have been met or objectives have been obtained.

ISO 9000 is a program that focuses on improving the firm's products but not the processes involved.

_____ refers to a four-stage process that provides the mechanisms and systems that monitor the transformation process, ensuring that outputs are produced to the desired quality, quantity, and specification of an organization and its customers.

Which of the following balanced scorecard perspectives is used by managers to identify the company's most important customers and how well the company is doing in meeting customers' needs?

_____ is an international control mechanism that pursues high-quality products by ensuring high-quality processes.

New Skin, a cosmetics company, is focused on innovation and new product introduction. New Skin will place heavy emphasis on which perspective of the balanced scorecard?

Which of the following questions should the managers address as they design control systems?

Which of the following refers to the quantitative and qualitative aspects of products or services that customers value most?

Introduction to Management

The Global Business Environment

Ethics and Corporate Social Responsibility

Introduction to Strategy

Business-Level Strategy

Corporate-Level Strategy

Organizational Design

Organizational Culture

Managing Human Capital

Organizational Change

Leadership in Organizations

Becoming a Leader: Knowing Yourself

Power and Influence

Decision Making

Conflict and Negotiation

Leading Teams

Motivation

Communication

Networking

Filters

Exam 10: Performance Management

Which of the following is the ultimate goal of Total Quality Management?

Organizations that focus solely on performance without a focus on support tend to produce burnout contexts.

The factor that differentiates behavior and output is that

The balanced scorecard promotes competition and reveals best practices so that they can be analyzed, adopted, and implemented throughout an industry.

Organizations that emphasize performance metrics with a focus on support and trust will tend to produce _____ contexts.

Describe benchmarking.

What is a balanced scorecard? Briefly describe its perspectives.

Discuss TQM, Six Sigma, and ISO 9000.

Which of the following statements about the balanced scorecard is true?

_____ is defined as the process of evaluating behaviors and outputs to see whether standards have been met or objectives have been obtained.

ISO 9000 is a program that focuses on improving the firm's products but not the processes involved.

_____ refers to a four-stage process that provides the mechanisms and systems that monitor the transformation process, ensuring that outputs are produced to the desired quality, quantity, and specification of an organization and its customers.

Which of the following balanced scorecard perspectives is used by managers to identify the company's most important customers and how well the company is doing in meeting customers' needs?

_____ is an international control mechanism that pursues high-quality products by ensuring high-quality processes.

New Skin, a cosmetics company, is focused on innovation and new product introduction. New Skin will place heavy emphasis on which perspective of the balanced scorecard?

Which of the following questions should the managers address as they design control systems?

Which of the following refers to the quantitative and qualitative aspects of products or services that customers value most?

Introduction to Management

The Global Business Environment

Ethics and Corporate Social Responsibility

Introduction to Strategy

Business-Level Strategy

Corporate-Level Strategy

Organizational Design

Organizational Culture

Managing Human Capital

Organizational Change

Leadership in Organizations

Becoming a Leader: Knowing Yourself

Power and Influence

Decision Making

Conflict and Negotiation

Leading Teams

Motivation

Communication

Networking

Filters