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

Which balanced scorecard perspective helps top management focus on what the organization must excel at to effectively meet its financial objectives and customers' expectations?

GlobalSatellite,applying TQM,restructured its service call procedures and eliminated some steps involved so that employees can finish each call faster.Global Satellite is attempting to reduce cycle time.

Incremental budgeting allocates increased or decreased funds to a department by using the last budget period as a reference point;only incremental changes in the budget request are reviewed.

A balance sheet summarizes an organization's overall financial worth,or its assets and liabilities,at a specific point in time.

At Polar Sportswear,orders have significantly exceeded projections,and Chris,the operations director,has decided to hire for a third shift in the plant.Chris is clearly operating with the use of a(n)______ budget.

Controls allow top management to decentralize decision making at lower levels within the organization.

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

Recruiters for Mountainview College were under extreme pressure to increase an enrollment goal by 10 percent.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?

If a manager decreases the efficiency of labor and makes no improvements to the efficiency of capital,an increase in productivity will result.

A(n)_________ represents the profits or losses incurred by an organization.

Monitoring performance to ensure that day-to-day goals are being implemented and taking corrective action as needed is known as ______ control.

This question contains two parts;be sure to answer both.First,explain the two core principles of TQM and the assumptions underlying each.Second,suppose you are the commissioner of your local parks department.Your job is to ensure that your city,town,or county had open park spaces for the residents to enjoy.Apply each of the two core principles to your management of the parks department. The two core principles are people and improvement orientations. People orientation: Delivering customer value is most important;people will focus on quality if given empowerment;and TQM requires training,teamwork,and cross-functional efforts. Improvement orientation: It's less expensive to do it right the first time;it's better to do small improvements all the time;accurate standards must be followed to eliminate small variations;and there must be strong commitment from top management.

Michele manages employees at Maui Tours and Lodging.She has noticed that one of her employees submits via the computer system the same suggestions for continuous improvement multiple times,knowing that performance is evaluated on the number of suggestions only.This problem is typical of ______ control.

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

Which of the following is not characteristic of an external audit?

Bureaucratic control is most appropriate for an organization in which the tasks are explicit and certain.

Which of the following is an example of an informational resource control?

Which of the following is a step in the control process?

Which of the following may be done as corrective action in the control process?

Which of the following is a characteristic of a successful control system?