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Exam 12: Measurement and Knowledge Management for Performance Excellence

The American Productivity and Quality Center (APQC) noted that executives have long felt frustrated by their inability to identify or transfer outstanding practices from one location or function to another.

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(True/False)

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Question 1

Correct Answer:

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True

What makes it complex for the U.S.Postal service to balance the interests of its stakeholders?

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Question 2

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The scope and scale of postal operations makes balancing the interests of its stakeholders somewhat more complex,especially as there are no direct "shareholders" that command precedence in determining organizational priorities.As a public institution,the Postal Service has numerous responsibilities and accountabilities not shared by typical private sector organizations.

Which of the following perspectives of the balanced scorecard measures the ultimate results that the business provides to its shareholders?

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(Multiple Choice)

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Question 3

Correct Answer:

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Discuss CI tools.

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Question 4

Who among the following first developed the concept of a balanced scorecard?

(Multiple Choice)

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Question 5

Discuss the results of the rigorous performance review process developed by the Postal Service for achieving the targets set.

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Question 6

What must be included in an effective knowledge management system?

(Essay)

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Question 7

_____ involves the discovery,learning,creation,and reuse of knowledge that eventually becomes intellectual capital-knowledge that can be converted into value and profits.

(Multiple Choice)

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Question 8

_____ knowledge is easily captured,stored,and disseminated using computer technology.

(Multiple Choice)

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Question 9

Performance reviews in an organization are usually conducted on a daily or weekly basis for long-term control decisions,and periodically throughout the year for short-term decisions and improvement.

(True/False)

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Question 10

What is the two-step approach followed by Convergys to deploy continuous improvement (CI) as a key part of the company's culture and achieve its vision?

(Essay)

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Question 11

In the context of managing information resources,the quality of information can be improved by:

(Multiple Choice)

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Question 12

The transfer of knowledge within organizations and the identification and sharing of best practices often set high-performing organizations apart from the rest.

(True/False)

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Question 13

Discuss the focus of the voice of the employee,voice of the business,and the voice of the customer.

(Essay)

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Question 14

List the four perspectives of Kaplan and Nortan's balanced scorecard.

(Essay)

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Question 15

What is the result of the improvements in the workplace and the aggressive implementation of automation in the U.S.Postal services?

(Essay)

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Question 16

List the reasons for which organizations need good performance measures.

(Essay)

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Question 17

An effective knowledge management system should include a common framework for managing knowledge and some way of validating and synthesizing new knowledge as it is acquired.

(True/False)

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Question 18

_____ of product and service performance and customer indicators is a critical management tool for defining and focusing on key quality and customer requirements,identifying product and service differentiators in the marketplace,and determining cause-effect relationships between product and service attributes and measures of customer satisfaction and loyalty.

(Multiple Choice)

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Question 19

_____ assets refer to the accumulated intellectual resources that an organization possesses,including information,ideas,learning,understanding,memory,insights,cognitive and technical skills,and capabilities.

(Multiple Choice)

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Question 20

Showing 1 - 20 of 80

The American Productivity and Quality Center (APQC) noted that executives have long felt frustrated by their inability to identify or transfer outstanding practices from one location or function to another.

What makes it complex for the U.S.Postal service to balance the interests of its stakeholders?

Which of the following perspectives of the balanced scorecard measures the ultimate results that the business provides to its shareholders?

Discuss CI tools.

Who among the following first developed the concept of a balanced scorecard?

Discuss the results of the rigorous performance review process developed by the Postal Service for achieving the targets set.

What must be included in an effective knowledge management system?

_____ involves the discovery,learning,creation,and reuse of knowledge that eventually becomes intellectual capital-knowledge that can be converted into value and profits.

_____ knowledge is easily captured,stored,and disseminated using computer technology.

Performance reviews in an organization are usually conducted on a daily or weekly basis for long-term control decisions,and periodically throughout the year for short-term decisions and improvement.

What is the two-step approach followed by Convergys to deploy continuous improvement (CI) as a key part of the company's culture and achieve its vision?

In the context of managing information resources,the quality of information can be improved by:

The transfer of knowledge within organizations and the identification and sharing of best practices often set high-performing organizations apart from the rest.

Discuss the focus of the voice of the employee,voice of the business,and the voice of the customer.

List the four perspectives of Kaplan and Nortan's balanced scorecard.

What is the result of the improvements in the workplace and the aggressive implementation of automation in the U.S.Postal services?

List the reasons for which organizations need good performance measures.

An effective knowledge management system should include a common framework for managing knowledge and some way of validating and synthesizing new knowledge as it is acquired.

_____ assets refer to the accumulated intellectual resources that an organization possesses,including information,ideas,learning,understanding,memory,insights,cognitive and technical skills,and capabilities.

Introduction to Quality

Foundations of Quality Management

Customer Focus

Workforce Focus

Process Focus

Statistical Methods in Quality Management

Design for Quality and Product Excellence

Measuring and Controlling Quality

Process Improvement and Six Sigma

The Baldrige Framework for Performance Excellence

Strategy and Performance Excellence

Leadership for Performance Excellence

Building and Sustaining Quality and Performance Excellence

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