Exam 12: Measurement and Knowledge Management for Performance Excellence

Which of the following measures of the Baldrige criteria of performance measurement includes internal quality measurements,defect levels,service errors,and response times?

Describe significance of the leading and lagging measures in the context of a balanced scorecard.

Which of the following is true about the practical guidelines suggested by Mark Graham Brown for designing a performance measurement system?

Workforce-focused outcomes used for performance measurement in the Baldrige criteria show how well the organization has created and maintained a productive,engaging,and caring work environment.

_____ systems allow organizations to share databases in a networking environment and store and process key data in a unique database,and distribute it to a large group of users.

Which of the following perspectives of the balanced scorecard directs attention to the basis of a future success -the organization's people and infrastructure?

What are the factors contributing to the rapid and dynamic maturity of the outsourced customer service industry?

Compared to money,labor,and capital equipment,knowledge is always the easiest to manage.

A useful approach to ensuring data reliability is for internal cross-functional teams or external auditors to conduct periodic audits of the processes used to collect the data.

A balanced scorecard greatly helps in identifying the real drivers of customer satisfaction.

Financial measures of performance measurement in the Baldrige criteria are generally tracked by senior leadership to gauge overall organizational performance and are often used to determine incentive compensation for senior executives.

A good balanced scorecard contains only leading measures and indicators.

The ability to identify and transfer best practices within the organization is sometimes called _____.

Leading indicators of a balanced scorecard represent long-term results.

Pal's Sudden Service uses an automated data collection,integration,and analysis system called _____ to generate store-level and companywide reports on sales.

_____ data refer to industry averages,competitor performance,world-class benchmarks,or performance measures of other organizations with similar product offerings.

A knowledge-enabled culture is created when an organization employs a system of aligned human resource policies,tactics,processes,and practices that ensure knowledge is created,captured,used,and reused to achieve superior organizational results as a sustainable advantage.

_____ balanced scorecard is the only version of performance measurement systems that have emerged as organizations recognized the need for a broad set of performance measures that provide a comprehensive view of business performance.

List the purposes of a performance measurement system.

Leading organizations continually improve their performance measurement systems,staying abreast of new techniques.