Question 1

All of the following are reasons why performance falls significantly short of the standard EXCEPT

Accepted Answer

A)  unrealistic standards. 
B)  changing conditions. 
C)  insufficient resources. 
D)  insufficient management attention. 
E)  unawareness of performance drop. 
A)  unrealistic standards. 
B)  changing conditions. 
C)  insufficient resources. 
D)  insufficient management attention. 
E)  unawareness of performance drop.

Question 2

King Power and Light has a goal of reducing its electric costs by installing solar panels on all of its building and supporting an increase of solar farms in the area. This will help to not only reduce company costs but also the costs passed down to its consumers. How would you describe King Power and Light's control system?

Accepted Answer

A)  It overemphasizes a means to an end. 
B)  It seems like it will require a lot of paperwork. 
C)  It will require new hires with new skill sets. 
D)  It is setting a new standard that is behind the times. 
E)  It is strategic and results oriented. 
A)  It overemphasizes a means to an end. 
B)  It seems like it will require a lot of paperwork. 
C)  It will require new hires with new skill sets. 
D)  It is setting a new standard that is behind the times. 
E)  It is strategic and results oriented.

Question 3

Suppose you are a city planner. You are reviewing proposals for a new park and a new bus station. You only have enough funds for one project. Apply each of the two core principles of TQM as you make your decision on which project to fund.

Accepted Answer

The two core principles are people and i

Question 4

Service firms are different from for-profit businesses in all of the following ways EXCEPT

Accepted Answer

A)  They cannot hold inventory. 
B)  They develop personal relationships. 
C)  They offer services that are highly perishable. 
D)  They provide services on demand. 
E)  They require controls at many different points. 
A)  They cannot hold inventory. 
B)  They develop personal relationships. 
C)  They offer services that are highly perishable. 
D)  They provide services on demand. 
E)  They require controls at many different points.

Question 5

A(n) ________ budget allocates resources on the basis of a single estimate of costs.

Accepted Answer

A)  unitary 
B)  zero-based 
C)  cash 
D)  incremental 
E)  fixed 
A)  unitary 
B)  zero-based 
C)  cash 
D)  incremental 
E)  fixed

Question 6

________ perspective helps top management focus on what the organization must excel at to effectively meet its financial objectives and customers' expectations.

Accepted Answer

A)  Operational 
B)  Internal business 
C)  Customer 
D)  Financial 
E)  Innovation and learning 
A)  Operational 
B)  Internal business 
C)  Customer 
D)  Financial 
E)  Innovation and learning

Question 7

Which of the following is NOT characteristic of an external audit?

Accepted Answer

A)  performed by CPAs 
B)  primarily used when management suspects embezzlement 
C)  performed by an independent organization 
D)  verifies that generally accepted accounting principles have been followed 
E)  verifies the accuracy and fairness of financial statements 
A)  performed by CPAs 
B)  primarily used when management suspects embezzlement 
C)  performed by an independent organization 
D)  verifies that generally accepted accounting principles have been followed 
E)  verifies the accuracy and fairness of financial statements

Question 8

Tactical control is performed mainly by

Accepted Answer

A)  the CEO. 
B)  top managers. 
C)  middle managers. 
D)  first-level managers. 
E)  team leaders. 
A)  the CEO. 
B)  top managers. 
C)  middle managers. 
D)  first-level managers. 
E)  team leaders.

Question 9

A(n) ________ budget allocates increased or decreased funds to a department by using the last budget period as a reference point.

Accepted Answer

A)  standardized 
B)  fixed 
C)  ero-based 
D)  incremental 
E)  tactical 
A)  standardized 
B)  fixed 
C)  ero-based 
D)  incremental 
E)  tactical

Question 10

A strategy map helps employees to feel engaged because it

Accepted Answer

A)  helps the employees calculate their productivity metric. 
B)  shows how their work contributes to organizational effectiveness. 
C)  explains the importance of their personal relationships with clients. 
D)  influences the work process and levels of employee performance. 
E)  aims to get increased employee commitment. 
A)  helps the employees calculate their productivity metric. 
B)  shows how their work contributes to organizational effectiveness. 
C)  explains the importance of their personal relationships with clients. 
D)  influences the work process and levels of employee performance. 
E)  aims to get increased employee commitment.

Question 11

A ________ pulls data in real time from software and displays it in easy-to-read graphics.

Accepted Answer

A)  dashboard 
B)  strategy map 
C)  balanced scorecard 
D)  control chart 
E)  budget 
A)  dashboard 
B)  strategy map 
C)  balanced scorecard 
D)  control chart 
E)  budget

Question 12

At Hamilton Hardware, employees were asked how the quality of the company's customer service could best be measured, and management then implemented a survey system based on the feedback. The company has overcome which of the following barriers to success of control systems?

Accepted Answer

A)  overemphasis on one instead of multiple approaches 
B)  overemphasis on paperwork 
C)  overemphasis on means instead of ends 
D)  too little employee participation 
E)  too much control 
A)  overemphasis on one instead of multiple approaches 
B)  overemphasis on paperwork 
C)  overemphasis on means instead of ends 
D)  too little employee participation 
E)  too much control

Question 13

Describe how each level of management is involved in control and planning.

Accepted Answer

1. Strategic Control by Top Managers: St

Question 14

Why is it important for management to use a balanced scorecard?

Accepted Answer

A)  to help employees understand how their work contributes to the company's goals 
B)  to view performance in several areas simultaneously 
C)  to save companies in payroll costs 
D)  to actually see the sequence of suppliers that contribute to a product 
E)  to characterize informal structural arrangements 
A)  to help employees understand how their work contributes to the company's goals 
B)  to view performance in several areas simultaneously 
C)  to save companies in payroll costs 
D)  to actually see the sequence of suppliers that contribute to a product 
E)  to characterize informal structural arrangements

Question 15

Which of the following is an example of a physical control?

Accepted Answer

A)  drug test 
B)  sales forecast 
C)  production schedule 
D)  organizational chart 
E)  car speedometer 
A)  drug test 
B)  sales forecast 
C)  production schedule 
D)  organizational chart 
E)  car speedometer

Question 16

You are the manager of a local pizzeria that has both sit-down service and delivery service. Describe at least three TQM techniques and explain how the pizzeria might implement each.

Accepted Answer

The TQM techniques described in the text

Question 17

A sales forecast is an example of an organizational control from the ________ area.

Accepted Answer

A)  informational 
B)  physical 
C)  human resources 
D)  financial 
E)  capital 
A)  informational 
B)  physical 
C)  human resources 
D)  financial 
E)  capital

Question 18

Current assets, fixed assets, and liabilities are all part of an organization's

Accepted Answer

A)  cash flow statement. 
B)  capital expenditures budget. 
C)  income statement. 
D)  expense budget. 
E)  balance sheet. 
A)  cash flow statement. 
B)  capital expenditures budget. 
C)  income statement. 
D)  expense budget. 
E)  balance sheet.

Question 19

Examining how the organization looks to shareholders is part of which of the balanced scorecard perspectives?

Accepted Answer

A)  external perspective 
B)  customer perspective 
C)  internal business perspective 
D)  financial perspective 
E)  innovation and learning perspective 
A)  external perspective 
B)  customer perspective 
C)  internal business perspective 
D)  financial perspective 
E)  innovation and learning perspective

Question 20

Dermot just learned that his company is closing, and all the employees will be laid off. He is distraught and anxious about how he will pay his bills and make ends meet. He is meeting with a head hunter later in the week. As Dermot prepares for the meeting, what should he say about his former company?

Accepted Answer

A)  "My time there was time wasted. They kept us so isolated that we never even met the clients." 
B)  "I was able to learn from this experience. I now know what not to do in my next job." 
C)  "I am so glad that job is over. I am surprised they were able to stay in business that long." 
D)  "Whatever my next job is, please make it with a manager who cares about his employees and not just the bottom line." 
E)  "Have you ever wished that you could just erase a line from your résumé? Well that is the line I would erase." 
A)  "My time there was time wasted. They kept us so isolated that we never even met the clients." 
B)  "I was able to learn from this experience. I now know what not to do in my next job." 
C)  "I am so glad that job is over. I am surprised they were able to stay in business that long." 
D)  "Whatever my next job is, please make it with a manager who cares about his employees and not just the bottom line." 
E)  "Have you ever wished that you could just erase a line from your résumé? Well that is the line I would erase."

All of the following are reasons why performance falls significantly short of the standard EXCEPT

Suppose you are a city planner. You are reviewing proposals for a new park and a new bus station. You only have enough funds for one project. Apply each of the two core principles of TQM as you make your decision on which project to fund.

Service firms are different from for-profit businesses in all of the following ways EXCEPT

A(n) ________ budget allocates resources on the basis of a single estimate of costs.

________ perspective helps top management focus on what the organization must excel at to effectively meet its financial objectives and customers' expectations.

Which of the following is NOT characteristic of an external audit?

Tactical control is performed mainly by

A(n) ________ budget allocates increased or decreased funds to a department by using the last budget period as a reference point.

A strategy map helps employees to feel engaged because it

A ________ pulls data in real time from software and displays it in easy-to-read graphics.

At Hamilton Hardware, employees were asked how the quality of the company's customer service could best be measured, and management then implemented a survey system based on the feedback. The company has overcome which of the following barriers to success of control systems?

Describe how each level of management is involved in control and planning.

Why is it important for management to use a balanced scorecard?

Which of the following is an example of a physical control?

You are the manager of a local pizzeria that has both sit-down service and delivery service. Describe at least three TQM techniques and explain how the pizzeria might implement each.

A sales forecast is an example of an organizational control from the ________ area.

Current assets, fixed assets, and liabilities are all part of an organization's

Examining how the organization looks to shareholders is part of which of the balanced scorecard perspectives?

The Exceptional Manager: What You Do, How You Do It

Management Theory: Essential Background for the Successful Manager

The Managers Changing Work Environment and Ethical Responsibilities: Doing the Right Thing

Global Management Managing Across Borders

Planning: the Foundation of Successful Management

Strategic Management: How Exceptional Managers Realize a Grand Design

Individual and Group Decision Making: How Managers Make Things Happen

Organizational Culture, Structure, and Design: Building Blocks of the Organization

Human Resource Management: Getting the Right People

Organizational Change and Innovation: Lifelong Challenges

Managing Individual Differences and Behaviour: Supervising People As People

Motivating Employees: Achieving Superior Performance in the Workplace

Groups and Teams: Increasing Cooperation, Reducing Conflict

Power, Influence, and Leadership: From Becoming a Manager to Becoming a Leader

Interpersonal and Organizational Communication: Mastering the Exchange of Information

Entrepreneurship

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Exam 16: Control Systems and Quality Management: Techniques for Enhancing Organizational Effectiveness

All of the following are reasons why performance falls significantly short of the standard EXCEPT

Suppose you are a city planner. You are reviewing proposals for a new park and a new bus station. You only have enough funds for one project. Apply each of the two core principles of TQM as you make your decision on which project to fund.

Service firms are different from for-profit businesses in all of the following ways EXCEPT

A(n) ________ budget allocates resources on the basis of a single estimate of costs.

________ perspective helps top management focus on what the organization must excel at to effectively meet its financial objectives and customers' expectations.

Which of the following is NOT characteristic of an external audit?

Tactical control is performed mainly by

A(n) ________ budget allocates increased or decreased funds to a department by using the last budget period as a reference point.

A strategy map helps employees to feel engaged because it

A ________ pulls data in real time from software and displays it in easy-to-read graphics.

At Hamilton Hardware, employees were asked how the quality of the company's customer service could best be measured, and management then implemented a survey system based on the feedback. The company has overcome which of the following barriers to success of control systems?

Describe how each level of management is involved in control and planning.

Why is it important for management to use a balanced scorecard?

Which of the following is an example of a physical control?

You are the manager of a local pizzeria that has both sit-down service and delivery service. Describe at least three TQM techniques and explain how the pizzeria might implement each.

A sales forecast is an example of an organizational control from the ________ area.

Current assets, fixed assets, and liabilities are all part of an organization's

Examining how the organization looks to shareholders is part of which of the balanced scorecard perspectives?

The Exceptional Manager: What You Do, How You Do It

Management Theory: Essential Background for the Successful Manager

The Managers Changing Work Environment and Ethical Responsibilities: Doing the Right Thing

Global Management Managing Across Borders

Planning: the Foundation of Successful Management

Strategic Management: How Exceptional Managers Realize a Grand Design

Individual and Group Decision Making: How Managers Make Things Happen

Organizational Culture, Structure, and Design: Building Blocks of the Organization

Human Resource Management: Getting the Right People

Organizational Change and Innovation: Lifelong Challenges

Managing Individual Differences and Behaviour: Supervising People As People

Motivating Employees: Achieving Superior Performance in the Workplace

Groups and Teams: Increasing Cooperation, Reducing Conflict

Power, Influence, and Leadership: From Becoming a Manager to Becoming a Leader

Interpersonal and Organizational Communication: Mastering the Exchange of Information

Entrepreneurship

Filters