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

Six primary performance areas for measurement management include financial performance,operating efficiency,customer satisfaction,employee performance,innovation/change,and community/environment.

Britta is trying to measure her salon's productivity during the first quarter.For this period,she should divide _______ by the costs of her staff,loans,materials and utility bills.

List,define and describe the four types of financial controls.

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

List at least four of six managerial challenges.

At UPS,delivery ______ vary according to whether a route is urban,suburban,or rural in nature.

Strategic control is monitoring performance to ensure that strategic plans are being implemented and taking corrective action as needed.

TQM assumes that,if given empowerment,employees will focus on quality.

At Phoenix Instruments,Claudia pulls six samples an hour from an assembly line to examine them for quality defects.If she finds any,she makes adjustments to various pieces of equipment in his area.Claudia job involves _____.

Productivity is defined by the formula of outputs divided by inputs for a specified period of time.

Oakley Lumber Mill formed a team to help the organization determine a course of action in the wake of a forest fire that temporarily closed access to its mountain satellite office.This is an example of a _____.

List the steps in the control process.

An income statement summarizes an organization's financial results over a specified period of time,such as a quarter or a year.

Recruiters for Mountainview College were under extreme pressure to increase an enrollment goal by 10%.As a result,they admitted many students who were marginally qualified and who performed poorly in classes.This is an example of which problem associated with control systems?

Describe the purpose of the RATER scale and its dimensions.

Employees' knowledge,courtesy,and ability to convey trust and confidence make up which dimension of the RATER scale?

Only incremental changes in the budget request are reviewed in incremental budgeting.

All four management functions affect one another and in turn affect an organization's productivity.

Productivity equals _____.

Asset management ratios indicate how effectively an organization is managing its assets,such as whether it has obsolete or excess inventory on hand.