Question 1

Which of the following is an advantage of oral reports as a source of information for measuring performance?

Accepted Answer

A)  easy to visualize 
B)  information is filtered 
C)  comprehensive 
D)  fast way to get information 
E)  ignores subjective factors 
A)  easy to visualize 
B)  information is filtered 
C)  comprehensive 
D)  fast way to get information 
E)  ignores subjective factors

Question 2

The service profit chain is the service sequence from __________.

Accepted Answer

A)  managers to employees to customers 
B)  suppliers to employees to profits 
C)  suppliers to managers to employees 
D)  employees to customers to profit 
E)  suppliers to employees to profit 
A)  managers to employees to customers 
B)  suppliers to employees to profits 
C)  suppliers to managers to employees 
D)  employees to customers to profit 
E)  suppliers to employees to profit

Question 3

The criterion that determines the effectiveness of a control system is how well it reduces unnecessary costs.

Accepted Answer

A) True 
 B)False

Question 4

Most employees do their jobs well and never require disciplinary action.

Accepted Answer

A) True 
 B)False

Question 5

The dashboard presents _________ to decision makers that a relevant to the decisions they are making.

Accepted Answer

A)  strategic feedback 
B)  managerial decisions 
C)  metrics 
D)  statistics 
E)  leverage 
A)  strategic feedback 
B)  managerial decisions 
C)  metrics 
D)  statistics 
E)  leverage

Question 6

__________ is (are) an effective information source for showing relationships but may ignore subjective factors.

Accepted Answer

A)  Oral reports 
B)  Personal observation 
C)  Standardized tests 
D)  Written reports 
E)  Statistical reports 
A)  Oral reports 
B)  Personal observation 
C)  Standardized tests 
D)  Written reports 
E)  Statistical reports

Question 7

_________ are the specific goals created during the planning process.

Accepted Answer

A)  Operational tasks 
B)  Strategic plans 
C)  Benchmarks 
D)  Performance standards 
E)  Performance indicators 
A)  Operational tasks 
B)  Strategic plans 
C)  Benchmarks 
D)  Performance standards 
E)  Performance indicators

Question 8

What is the final step in the control process?

Accepted Answer

A)  adjusting measurement standards 
B)  rewarding/punishing employee performance 
C)  benchmarking standards with a competitor 
D)  taking managerial action 
E)  reengineering the process 
A)  adjusting measurement standards 
B)  rewarding/punishing employee performance 
C)  benchmarking standards with a competitor 
D)  taking managerial action 
E)  reengineering the process

Question 9

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.
-Sams reports are an example of __________ control.

Accepted Answer

A)  applied 
B)  feedforward 
C)  concurrent 
D)  conformance 
E)  feedback 
A)  applied 
B)  feedforward 
C)  concurrent 
D)  conformance 
E)  feedback

Question 10

The major drawback of feedback control is that by the time the manager has the information, the problem has already occurred.

Accepted Answer

A) True 
 B)False

Question 11

________ is when a manager in the work area interacts directly with employees to maintain supervision.

Accepted Answer

A)  Preventive maintenance 
B)  Management by walking around 
C)  Reactive control 
D)  Feedforward control 
E)  Benchmarking 
A)  Preventive maintenance 
B)  Management by walking around 
C)  Reactive control 
D)  Feedforward control 
E)  Benchmarking

Question 12

Research shows that best practices can often be found ____________.

Accepted Answer

A)  in operational plans 
B)  through employee discipline 
C)  from employee suggestions 
D)  through competitor's employees 
E)  from feedforward controls 
A)  in operational plans 
B)  through employee discipline 
C)  from employee suggestions 
D)  through competitor's employees 
E)  from feedforward controls

Question 13

Two areas in which corporate governance is being reformed are the role of boards of directors and ________.

Accepted Answer

A)  employee stock options 
B)  financial reporting 
C)  executive compensation 
D)  top level management 
E)  appointment of CEOs 
A)  employee stock options 
B)  financial reporting 
C)  executive compensation 
D)  top level management 
E)  appointment of CEOs

Question 14

Concurrent control implements controls before an activity begins.

Accepted Answer

A) True 
 B)False

Question 15

__________ corrective action looks at how and why performance has deviated and then proceeds to correct the source of deviation.

Accepted Answer

A)  Basic 
B)  Remedial 
C)  Intensive 
D)  Immediate 
E)  Applied 
A)  Basic 
B)  Remedial 
C)  Intensive 
D)  Immediate 
E)  Applied

Question 16

The purpose of the board of directors is to look out for interests of the managers and employees of the organization.

Accepted Answer

A) True 
 B)False

Question 17

Refer to the scenario below to answer the following questions.
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.
-Ted also informs John and Kelly that the term __________ in MIS implies order, arrangement, and purpose.

Accepted Answer

A)  information 
B)  data 
C)  system 
D)  standards 
E)  management 
A)  information 
B)  data 
C)  system 
D)  standards 
E)  management

Question 18

Statistical reports provide only limited information and may ignore important subjective factors.

Accepted Answer

A) True 
 B)False

Question 19

Refer to the scenario below to answer the following questions.
Improving Service Standards at AirCargo (Scenario)
AirCargo is a regional airline that ships freight between communities in the four western provinces and the northern territories. Company president Mick Ward has asked his team of managers to investigate several complaints he has received about the company's services. Mick is particularly concerned about complaints that the company is not achieving its service commitment to customers. AirCargo promises delivery within 24 to 48 hours between larger centres, and 48 to 96 hours between smaller communities. Unfortunately, Mick has learned that the company is not achieving this standard, particularly in some northern communities, where shipments are often delayed by more than a week. Mick has made it clear to his managers that the status quo is not an option; either delivery times must be improved or their service promise must be adjusted. Ultimately, Mick would like to see AirCargo achieve the same standard as industry leader FastFreight, who promise 4
-AirCargo's district manager in Yellowknife advises Mick that some deliveries are delayed because of missed connecting flights. She has examined the situation and believes that the problem can be fixed by adjusting the departure times by one hour. Mick tells her to reschedule the flight times to fix the problem once and for all. This is an example of __________.

Accepted Answer

A)  revising the standard 
B)  taking basic corrective action 
C)  taking immediate corrective action 
D)  clan control 
E)  market control 
A)  revising the standard 
B)  taking basic corrective action 
C)  taking immediate corrective action 
D)  clan control 
E)  market control

Question 20

describe the various tools organizations can use to control employee performance.

Accepted Answer

managers have to make sure employees' wo

Which of the following is an advantage of oral reports as a source of information for measuring performance?

The service profit chain is the service sequence from __________.

The criterion that determines the effectiveness of a control system is how well it reduces unnecessary costs.

Most employees do their jobs well and never require disciplinary action.

The dashboard presents _________ to decision makers that a relevant to the decisions they are making.

__________ is (are) an effective information source for showing relationships but may ignore subjective factors.

_________ are the specific goals created during the planning process.

What is the final step in the control process?

The major drawback of feedback control is that by the time the manager has the information, the problem has already occurred.

________ is when a manager in the work area interacts directly with employees to maintain supervision.

Research shows that best practices can often be found ____________.

Two areas in which corporate governance is being reformed are the role of boards of directors and ________.

Concurrent control implements controls before an activity begins.

__________ corrective action looks at how and why performance has deviated and then proceeds to correct the source of deviation.

The purpose of the board of directors is to look out for interests of the managers and employees of the organization.

Statistical reports provide only limited information and may ignore important subjective factors.

describe the various tools organizations can use to control employee performance.

Introduction to Management and Organizations

Organizational Culture and the Organizational Environment

Managing in a Global Environment

Managing Entrepreneurially

Managing Responsibly and Ethically

Innovation and Adaptability

Decision Making

Foundations of Planning

Managing Strategically

Organizational Design

Managers and Communication

Managing Human Resources

Leadership

Motivating Employees

Managing Groups and Teams

Management History

Planning and Control Techniques

Managing Operations

Filters

Exam 16: Evidence-Based Decision Making

Which of the following is an advantage of oral reports as a source of information for measuring performance?

The service profit chain is the service sequence from __________.

The criterion that determines the effectiveness of a control system is how well it reduces unnecessary costs.

Most employees do their jobs well and never require disciplinary action.

The dashboard presents _________ to decision makers that a relevant to the decisions they are making.

__________ is (are) an effective information source for showing relationships but may ignore subjective factors.

_________ are the specific goals created during the planning process.

What is the final step in the control process?

The major drawback of feedback control is that by the time the manager has the information, the problem has already occurred.

________ is when a manager in the work area interacts directly with employees to maintain supervision.

Research shows that best practices can often be found ____________.

Two areas in which corporate governance is being reformed are the role of boards of directors and ________.

Concurrent control implements controls before an activity begins.

__________ corrective action looks at how and why performance has deviated and then proceeds to correct the source of deviation.

The purpose of the board of directors is to look out for interests of the managers and employees of the organization.

Statistical reports provide only limited information and may ignore important subjective factors.

describe the various tools organizations can use to control employee performance.

Introduction to Management and Organizations

Organizational Culture and the Organizational Environment

Managing in a Global Environment

Managing Entrepreneurially

Managing Responsibly and Ethically

Innovation and Adaptability

Decision Making

Foundations of Planning

Managing Strategically

Organizational Design

Managers and Communication

Managing Human Resources

Leadership

Motivating Employees

Managing Groups and Teams

Management History

Planning and Control Techniques

Managing Operations

Filters