Exam 12: Measurement and Knowledge Management for Performance Excellence

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.

Data mining is the most effective method of establishing cause-and-effect relationship among variables.

List the reasons for which organizations need good performance measures.

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

Which of the following perspectives of the balanced scorecard includes such measures as quality levels,productivity,cycle time,and cost?

Which of the following perspectives of the balanced scorecard measures the ultimate results that the business provides to its shareholders?

Interlinking is the term that describes the quantitative modeling of cause-and-effect relationships between performance measures,such as the customer satisfaction and product quality or employee performance.

Which of the following perspectives of the balanced scorecard focuses on market share?

An organization must align its performance measurement system to its vision and strategy and select meaningful measurements.

What led to the creation of "customer perfect!" in postal services?

_____ 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.

_____ involves the discovery,learning,creation,and reuse of knowledge that eventually becomes intellectual capital-knowledge that can be converted into value and profits.

What is the result of the improvements in the workplace and the aggressive implementation of automation in the U.S.Postal Services?

_____ assets refer to the accumulated intellectual resources that an organization possesses,including information,ideas,learning,understanding,memory,insights,cognitive and technical skills,and capabilities.

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

Organizations that share quality,customer satisfaction,and financial performance results with its employees and customers often exhibit poor performance in comparison with organizations which do not share such information.

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

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

An emphasis on machine utilization in an organization encourages having fewer,but larger,general-purpose machines,which results in increased inventory and throughput time.

The quality of information can be improved by capturing data only once,and as close to the origin of the data as possible.