Question 1

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

Accepted Answer

A) operational perspective 
B) internal business perspective 
C) customer perspective 
D) financial perspective 
E) innovation and learning perspective

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

Kara was required to take a word-processing test as part of her application for an executive assistant position.This control is part of the ______ area.

Accepted Answer

A) structural 
B) physical 
C) financial 
D) informational 
E) human resources

Question 5

The control process begins with establishing standards.

Accepted Answer

A) True 
 B)False

Question 6

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?

Accepted Answer

A) Take corrective action. 
B) Establish standards. 
C) Compare performance to standards. 
D) Measure performance. 
E) Control productivity.

Question 7

What are the four mechanisms that contribute to the success of measurement-managed companies?

Accepted Answer

The answer of What are the four mechanisms that contribute...

Question 8

Installing quality-control procedures that can be audited by independent quality-control experts is fundamental to _____.

Accepted Answer

A) ISO 9000 
B) restructuring 
C) reduced cycle time 
D) ISO 14000 
E) statistical process control

Question 9

A formal financial projection is known as an external audit.

Accepted Answer

A) True 
 B)False

Question 10

Typically,operational control is accomplished through reports issued _____.

Accepted Answer

A) weekly 
B) daily 
C) monthly 
D) annually 
E) randomly

Question 11

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

Accepted Answer

A) irregularities and errors 
B) a potential merger 
C) competence 
D) team problems 
E) tax breaks

Question 12

Productivity is important because it determines whether the organization will make a profit or even survive.

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

A) Communication is bureaucratic. 
B) Top executives create the organization's strategy. 
C) Employees resist new measurement systems. 
D) The organizational culture overemphasizes teamwork. 
E) The organizational culture allows too much risk taking.

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

A) True 
 B)False

Question 16

Return ratios-often called return on investment (ROI)or return on assets (ROA)-indicate how effective management is in generating a return,or profits,on its assets.

Accepted Answer

A) True 
 B)False

Question 17

The internal business perspective,including business processes such as quality,employee skills,and productivity,is what the company must do internally to meet its customers' expectations.

Accepted Answer

A) True 
 B)False

Question 18

The two core principles of TQM are people orientation and productivity orientation.

Accepted Answer

A) True 
 B)False

Question 19

American-produced cars were perceived as better built than Japanese-produced cars which used American quality controls.

Accepted Answer

A) True 
 B)False

Question 20

The amount of acceptable deviation from a standard,determined when the standard was established,is called the _____.

Accepted Answer

A) span of exception 
B) breadth control 
C) range of variation 
D) benchmark 
E) zero-based control

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

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

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

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

Kara was required to take a word-processing test as part of her application for an executive assistant position.This control is part of the ______ area.

The control process begins with establishing standards.

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?

What are the four mechanisms that contribute to the success of measurement-managed companies?

Installing quality-control procedures that can be audited by independent quality-control experts is fundamental to _____.

A formal financial projection is known as an external audit.

Typically,operational control is accomplished through reports issued _____.

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

Productivity is important because it determines whether the organization will make a profit or even survive.

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

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

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

Return ratios-often called return on investment (ROI)or return on assets (ROA)-indicate how effective management is in generating a return,or profits,on its assets.

The internal business perspective,including business processes such as quality,employee skills,and productivity,is what the company must do internally to meet its customers' expectations.

The two core principles of TQM are people orientation and productivity orientation.

American-produced cars were perceived as better built than Japanese-produced cars which used American quality controls.

The amount of acceptable deviation from a standard,determined when the standard was established,is called the _____.