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

Financial measures like quarterly sales figures are not adequate for gauging changes in contemporary value-creating activities.

Some managers use _____, which provides four indicators with which organizations can set goals and measure performance.

Carlyon Land Development has effective control processes, allowing its managers to discover ______ in bookkeeping right away, before a would-be embezzler could seriously affect its business.

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

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

Control is making something happen the way it was planned to happen.

Describe at least three TQM techniques.For each, describe how a company would implement this technique.

Jimmy's supervisor noticed that he was struggling with the computerized setup for production runs at his new job.The supervisor sat next to him while he tried it again and gave suggestions for improvement.The supervisor is doing which step of the control process?

Controlling is arranging tasks, people, and other resources to accomplish the work.

Strategic control is monitoring performance to ensure that day-to-day goals are being met and taking corrective action when needed.

Middle-level managers are responsible for operational control.

Which of the following is a primary function of management?

Which of the following is a frequent barrier to effective measurement?

Tactical control is monitoring performance to ensure that divisional or departmental plans are being implemented and taking corrective action as needed.

Reduced cycle time means a reduction in steps in a work process.

The balanced scorecard, also known as the triple bottom line, gives top managers a fast but comprehensive view of the organization via three indicators.

At Claremont Profession Fencing, employees were asked how the quality of its customer service could best be measured, and management then implemented a survey system based on the feedback.Claremont has overcome which of the following barriers to success of control systems?

The process of instituting ongoing small, incremental improvements in all parts of an organization is called

Which of the following is part of Deming's PDCA cycle?

Profits or losses incurred by an organization are represented in its