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

Twice daily, factory workers at Mountain CopperWorks select random samples from the production runs and test them for quality, rejecting runs if too many samples fall outside a standard range of acceptability. These workers are engaged in statistical process control.

A variable budget can be adjusted over time to accommodate pertinent changes in the environment.

TQM assumes that continuous improvement must be an everyday matter and that no improvement is too small.

Kim, a customer service manager, tracks monthly complaints and has been trying over the past six months to reduce complaints to less than 0.2% through additional training for her staff. She is engaged in _____.

Which balanced scorecard perspective helps top management's judgment to be better linked to measures of employee actions at lower levels?

A strategy map is a visual representation of the organizational flowchart.

Lumber mills that sell sawdust and wood chips are increasing their efficiency of materials input.

All of the following are reasons why performance falls significantly short of the standard except _____.

______ control is an approach to organizational control that is characterized by informal and organic structural arrangements.

Which kind of organization is most likely to try to exert too much control?

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

The more goods and services that are produced and made easily available to us and for export, the higher our standard of living.

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

Which of the following is not one of the reasons that control is needed in an organization?

Describe four techniques that are available for improving quality.

Which of the following is the best example of bureaucratic control?

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

Except for in rare instances, employees at George's Pro Painting take responsibility for their own work and how it is done, rather than being governed by a rigid set of rules. George's Pro Painting is using decentralized control.

Tactical control is performed mainly by _____.

Liquidity ratios indicate how much cash an organization has accessible.