Exam 17: Evidence-Based Decision Making

The service profit chain is the service sequence from employees to customers.According to this concept,the company's strategy and service delivery system determines ________.

A manufacturer of pesticides developed a training video to show customers how to handle the potentially dangerous products.They hoped this form of ________ control would reduce the risk of injury associated with their products.

The earthquake/tsunami which hit Japan in March of 2011 highlights the contemporary need to design organizational controls for ________.

Control techniques can be quite different in different countries.The differences are primarily in the ________.

Some control criteria,such as employee satisfaction and retention,are applicable to any management situation.

Control that prevents anticipated problems is ________ control.

Judy's job requires her to handle unexpected problems that always seem to require a quick decision.She seems to spend most of her "day putting out fires" by taking ________ corrective action.

Financial statements are an example of ________ control.

Jan was in a big hurry. She had just been given the assignment of reporting on the financial health of her company to the new divisional vice-president, Donna. Donna had asked Jan to provide several calculations to help her gain an understanding of the company's financial shape. Jan realized that this was a great career opportunity—one that could make or break her reputation with the new vice-president. She quickly pulled out her old financial management textbook and turned to the chapter on financial ratios to review the required calculations. -Donna was also interested in predicting the company's ability to meet short-term obligations,which meant that Jan had to calculate a(n)________ ratio.

________ corrective action looks at how and why performance has deviated and then proceeds to correct the source of deviation.

How we measure is probably more important to the control process than what we measure.

Organizational ________ is a measure of how appropriate organizational goals are and how well an organization is achieving those goals.

Which of following terms would be associated with data and not with information?

The major drawback of feedback control is that by the time the manager has the information,the problem has already occurred.

Jaspreet's job is to compare each department's monthly budget to its actual expenditures.Jaspreet is performing part of the ________ function.

Organization's ranking in its industry is a good measure of the company's performance.

Having a control system reduces the scope of employee empowerment and autonomy.

Managers should use subjective measures when ________.

Sam has not been receiving the information that he needs from his current control system. By the time Sam receives his reports, the activity has been completed and mistakes have already been made. Direct supervision is used extensively on the production floor now, so some activities are corrected before they become costly mistakes. But Sam would like to do better. Ideally, he would like to fix mistakes before they happen and anticipate more of the problems before they occur. -Sam wants controls that provide information on how effective his planning efforts have been.He would also like controls that can enhance employee motivation.To accomplish both,the best choice is ________ controls.

Organizational effectiveness is a better measure of organizational performance than organizational productivity.Do you agree with this statement? Why or why not?