Question 1

Which of the following measures of the Baldrige criteria of performance measurement includes internal quality measurements,defect levels,service errors,and response times?

Accepted Answer

A) Governance outcomes 
B) Product outcomes 
C) Market outcomes 
D) Financial outcomes

Question 2

Describe significance of the leading and lagging measures in the context of a balanced scorecard.

Accepted Answer

The answer of Describe significance of the leading and lagging...

Question 3

Which of the following is true about the practical guidelines suggested by Mark Graham Brown for designing a performance measurement system?

Accepted Answer

A) Concentrate on measuring a large number of trivial variables. 
B) Avoid changing and adjusting measures even if the environment and strategy changes. 
C) Measures should be based around the needs of customers,shareholders,and other key stakeholders. 
D) Measures should start at the bottom and flow up to all levels of top management in the organization.

Question 4

Workforce-focused outcomes used for performance measurement in the Baldrige criteria show how well the organization has created and maintained a productive,engaging,and caring work environment.

Accepted Answer

A) True 
 B)False

Question 5

_____ systems allow organizations to share databases in a networking environment and store and process key data in a unique database,and distribute it to a large group of users.

Accepted Answer

A) Juran's quality trilogy 
B) Quincunx experimental 
C) The balanced scorecard 
D) Enterprise resource planning

Question 6

Which of the following perspectives of the balanced scorecard directs attention to the basis of a future success -the organization's people and infrastructure?

Accepted Answer

A) Innovation and learning perspective 
B) Customer perspective 
C) Financial and internal perspective 
D) Internal perspective

Question 7

What are the factors contributing to the rapid and dynamic maturity of the outsourced customer service industry?

Accepted Answer

The answer of What are the factors contributing to the...

Question 8

Compared to money,labor,and capital equipment,knowledge is always the easiest to manage.

Accepted Answer

A) True 
 B)False

Question 9

A useful approach to ensuring data reliability is for internal cross-functional teams or external auditors to conduct periodic audits of the processes used to collect the data.

Accepted Answer

A) True 
 B)False

Question 10

A balanced scorecard greatly helps in identifying the real drivers of customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 11

Financial measures of performance measurement in the Baldrige criteria are generally tracked by senior leadership to gauge overall organizational performance and are often used to determine incentive compensation for senior executives.

Accepted Answer

A) True 
 B)False

Question 12

A good balanced scorecard contains only leading measures and indicators.

Accepted Answer

A) True 
 B)False

Question 13

The ability to identify and transfer best practices within the organization is sometimes called _____.

Accepted Answer

A) enterprise resource planning 
B) interlinking 
C) internal benchmarking 
D) data mining

Question 14

Leading indicators of a balanced scorecard represent long-term results.

Accepted Answer

A) True 
 B)False

Question 15

Pal's Sudden Service uses an automated data collection,integration,and analysis system called _____ to generate store-level and companywide reports on sales.

Accepted Answer

A) SysDine 
B) Knowledge Network 
C) Quincunx 
D) eTracker

Question 16

_____ data refer to industry averages,competitor performance,world-class benchmarks,or performance measures of other organizations with similar product offerings.

Accepted Answer

A) Cross-functional 
B) Comparative 
C) Reviewed 
D) Interlinked

Question 17

A knowledge-enabled culture is created when an organization employs a system of aligned human resource policies,tactics,processes,and practices that ensure knowledge is created,captured,used,and reused to achieve superior organizational results as a sustainable advantage.

Accepted Answer

A) True 
 B)False

Question 18

_____ balanced scorecard is the only version of performance measurement systems that have emerged as organizations recognized the need for a broad set of performance measures that provide a comprehensive view of business performance.

Accepted Answer

A) Kaplan and Nortan's 
B) Raytheon's 
C) Deming's and Juran's 
D) Schneiderman's

Question 19

List the purposes of a performance measurement system.

Accepted Answer

The answer of List the purposes of a performance measurement...

Question 20

Leading organizations continually improve their performance measurement systems,staying abreast of new techniques.

Accepted Answer

A) True 
 B)False

Exam 12: Measurement and Knowledge Management for Performance Excellence

Which of the following measures of the Baldrige criteria of performance measurement includes internal quality measurements,defect levels,service errors,and response times?

Describe significance of the leading and lagging measures in the context of a balanced scorecard.

Which of the following is true about the practical guidelines suggested by Mark Graham Brown for designing a performance measurement system?

Workforce-focused outcomes used for performance measurement in the Baldrige criteria show how well the organization has created and maintained a productive,engaging,and caring work environment.

_____ systems allow organizations to share databases in a networking environment and store and process key data in a unique database,and distribute it to a large group of users.

Which of the following perspectives of the balanced scorecard directs attention to the basis of a future success -the organization's people and infrastructure?

What are the factors contributing to the rapid and dynamic maturity of the outsourced customer service industry?

Compared to money,labor,and capital equipment,knowledge is always the easiest to manage.

A useful approach to ensuring data reliability is for internal cross-functional teams or external auditors to conduct periodic audits of the processes used to collect the data.

A balanced scorecard greatly helps in identifying the real drivers of customer satisfaction.

Financial measures of performance measurement in the Baldrige criteria are generally tracked by senior leadership to gauge overall organizational performance and are often used to determine incentive compensation for senior executives.

A good balanced scorecard contains only leading measures and indicators.

The ability to identify and transfer best practices within the organization is sometimes called _____.

Leading indicators of a balanced scorecard represent long-term results.

Pal's Sudden Service uses an automated data collection,integration,and analysis system called _____ to generate store-level and companywide reports on sales.

_____ data refer to industry averages,competitor performance,world-class benchmarks,or performance measures of other organizations with similar product offerings.

A knowledge-enabled culture is created when an organization employs a system of aligned human resource policies,tactics,processes,and practices that ensure knowledge is created,captured,used,and reused to achieve superior organizational results as a sustainable advantage.

_____ balanced scorecard is the only version of performance measurement systems that have emerged as organizations recognized the need for a broad set of performance measures that provide a comprehensive view of business performance.

List the purposes of a performance measurement system.

Leading organizations continually improve their performance measurement systems,staying abreast of new techniques.