Exam 17: Evidence-Based Decision Making

An emerging trend in MIS systems is the use of ________ that enables decision makers to make informed decisions quickly.

Management by walking around is the best-known form of feedback control.

New Citi Bank monitors the length of time customers are kept on hold when they call into the bank for information.This is an example of a(n)________.

Instituting controls for ensuring employee safety and preventing workplace violence is an important consideration for organizations.Company policies that ________ can help ensure a safe workplace.

The dashboard presents ________ to decision makers that a relevant to the decisions they are making.

Most employees do their jobs well and never require disciplinary action.

One advantage of using oral reports to measure performance is that the information will be filtered.

________ is measured by the sales revenue an organization receives when goods or services are sold.

________ is (are)considered slow,easy to file and reference,and provide greater comprehensiveness and conciseness than oral reports.

________ is the search for the best practices among competitors or noncompetitors that lead to their superior performance.

AirCargo is a regional airline that ships freight between communities in the four western provinces and the northern territories. Company president Mick Ward has asked his team of managers to investigate several complaints he has received about the company's services. Mick is particularly concerned about complaints that the company is not achieving its service commitment to customers. AirCargo promises delivery within 24 to 48 hours between larger centres, and 48 to 96 hours between smaller communities. Unfortunately, Mick has learned that the company is not achieving this standard, particularly in some northern communities, where shipments are often delayed by more than a week. Mick has made it clear to his managers that the status quo is not an option; either delivery times must be improved or their service promise must be adjusted. Ultimately, Mick would like to see AirCargo achieve the same standard as industry leader FastFreight, who promise 48-hour delivery service between any two communities anywhere across Canada! -Despite the best efforts of the management team,service problems continue at AirCargo.As a result,Mick decides it is time to examine the entire ________ chain,the service sequence from employees to customers to profit.

Computing Solutions Inc. is a high-tech consulting firm that focuses on helping companies to implement and adapt new technological developments in daily operations. Ted is the department head and needs to train John and Kelly, both project managers, on the proper applications of technological solutions for businesses. -When John organizes and processes the raw,unanalyzed facts,he will have ________.

Managers need to provide their employees with ________ so that the employees know where they stand in terms of their work.

Controlling is the process of monitoring,comparing,and correcting work performance.

AirCargo is a regional airline that ships freight between communities in the four western provinces and the northern territories. Company president Mick Ward has asked his team of managers to investigate several complaints he has received about the company's services. Mick is particularly concerned about complaints that the company is not achieving its service commitment to customers. AirCargo promises delivery within 24 to 48 hours between larger centres, and 48 to 96 hours between smaller communities. Unfortunately, Mick has learned that the company is not achieving this standard, particularly in some northern communities, where shipments are often delayed by more than a week. Mick has made it clear to his managers that the status quo is not an option; either delivery times must be improved or their service promise must be adjusted. Ultimately, Mick would like to see AirCargo achieve the same standard as industry leader FastFreight, who promise 48-hour delivery service between any two communities anywhere across Canada! -AirCargo's district manager in Yellowknife advises Mick that some deliveries are delayed because of missed connecting flights.She has examined the situation and believes that the problem can be fixed by adjusting the departure times by one hour.Mick tells her to reschedule the flight times to fix the problem once and for all.This is an example of ________.

The service profit chain is the service sequence from ________.

Direct supervision is the best known form of ________ control.

________ is (are)an effective information source for showing relationships but may ignore subjective factors.

Fraudulent filing of expense reports is an example of ________.

Deviations that exceed the acceptable range of variation become significant and need a manager's attention.