Exam 17: Evidence-Based Decision Making

Which information source used to measure performance has the disadvantages of being subject to personal bias and consuming a lot of time?

________ is measured by the sales revenue an organization receives when goods or services are sold.

Information Controls (Scenario) Computing Solutions Inc. is a high-tech consulting firm that focuses on helping companies to implement and adapt new technological developments in daily operations. Ted is the department head and needs to train John and Kelly, both project managers, on the proper applications of technological solutions for businesses. -When John organizes and processes the raw,unanalyzed facts,he will have ________.

In a short essay,list and briefly explain the three steps in the control process.Provide examples where appropriate.

Financial statements are an example of ________ control.

________ is (are)considered slow,easy to file and reference,and provide greater comprehensiveness and conciseness than oral reports.

Companies establish monitoring systems for employee computer and online use because protecting ________ is important for all businesses,especially in high-tech industries.

George has been asked to investigate last month's production shortfall and correct the problem.This is the third shortfall this year,and this time George wants to get to the source of the problem and fix it for good.George will take ________ corrective action.

With the usual Christmas rush,the Toys-For-Everyone store hired another 10 sales clerks.This is an example of ________ control.

The balanced scorecard approach to performance measurement was introduced as a way to evaluate organizational performance from more than just the financial perspective.

Customer satisfaction with service provided can be considered an important performance indicator.

The service profit chain is the service sequence from employees to customers.According to this concept,the company's strategy and service delivery system determines ________.

Organizational effectiveness is a better measure of organizational performance than organizational productivity.Do you agree with this statement? Why or why not?

Designing a Control System (Scenario) Gina realizes her department needs to make some changes in its control system. The department is one of five in her division, and she is not sure which approach will work best for the organization. She could base her department's performance on their distinct product, making it a profit centre and evaluating it against overall company results. She could also make better use of the policies, regulations, and procedures that are already in place. To date, Gina has not strictly enforced many of the regulations established by the head office because her department is self-regulating. The work groups set their goals and insure those goals are achieved. Everyone is well aware of the expected standards and work behaviours, and there is little tolerance for workers who do not meet the group norms. -The control system that Gina chooses should ultimately be one that ________.

Industrial security experts propose that most employees steal to challenge the strict controls in place in many companies.

A(n)________ is used to provide management with needed information on a regular basis.

When employers establish specific policies defining theft and fraud and discipline procedures,this is an example of a concurrent control measure to control employee theft.

________ is the overall output of goods or services produced divided by the inputs needed to generate that output.

Types of Control (Scenario) Sam has not been receiving the information that he needs from his current control system. By the time Sam receives his reports, the activity has been completed and mistakes have already been made. Direct supervision is used extensively on the production floor now, so some activities are corrected before they become costly mistakes. But Sam would like to do better. Ideally, he would like to fix mistakes before they happen and anticipate more of the problems before they occur. -The type of control used on the production floor is ________ control.

How we measure is probably more important to the control process than what we measure.