Exam 18: Managing Quality and Performance

____________________ involves monitoring and influencing employee behavior through extensive use of rules, policies, hierarchy of authority, written documentation, reward systems, and other formal mechanisms.

A(n) ____________________ includes anticipated and actual expenses for each responsibility center and for the total organization.

Finland has the highest 2007-2008 opacity score.

Market value-added systems measure the stock market's estimate of the value of the company's past and projected capital investment projects.

Contingency factors that can influence the success of a TQM program in a negative way include all of the following EXCEPT:

Sharing financial information and results with all employees in the organization is called ____________________ management.

Your department has absenteeism standards, a way to measure absenteeism, and, based on your investigation, you have concluded that your department has an excessive absenteeism rate. What should your next step be?

ABC is a control system that identifies the various activities needed to provide a product and allocates costs accordingly.

In a TQM program, what is benchmarking?

Economic value added system identifies various activities needed to provide a product and determines the cost of each of those activities.

The certification based on a set of international standards for quality management, setting uniform guidelines for processes to ensure that products conform to customer requirements is the ISO certification.

The level of funds flowing through the organization and the nature of cash disbursements is shown through the capital budget.

____ is a control system that identifies the various activities needed to produce a product and determines the cost of those activities.

Brad is a department manager at Home Theater, Inc. His sole role in the budget process is to implement the budget that is developed for him. This is an example of

The goal of ____ is to get every employee thinking and acting like a business owner.

According to MANAGER'S SHOPTALK in Chapter 18, guidelines for creating an effective but fair "acceptable use policy" for workplace Internet use includes all of the following EXCEPT:

The goal of open-book management is to get every employee thinking and acting like a business owner.

An organization-wide commitment to infusing quality into every activity through continuous improvement defines six sigma.

A responsibility center is the fundamental unit of analysis for a budget control system.

Tammy is a production manager at Eagle's Nest, Inc.. She is concerned that too much money is being wasted on inventory that is sitting in the warehouse too long. She should calculate a(n)