Question 1

Which of the following is the best example of bureaucratic control?

Accepted Answer

A) Southwest Airlines 
B) Ritz Carlton 
C) Monica's Diner 
D) Levi Strauss 
E) U.S.Army

Question 2

The point of an audit is to provide a yardstick against which managers can measure performance and make comparisons as with other departments or previous years.

Accepted Answer

A) True 
 B)False

Question 3

Planning is seeing that the right things happen at the right time in the right way.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following is an example of an informational resource control?

Accepted Answer

A) a competition analysis 
B) a delivery-tracking system 
C) a debt-repayment schedule 
D) a leadership survey 
E) a personality test

Question 5

Involving employees in both the planning and execution of control systems can bring legitimacy to the process and heighten employee morale.

Accepted Answer

A) True 
 B)False

Question 6

Tactical control is performed mainly by _____.

Accepted Answer

A) the CEO 
B) top managers 
C) middle managers 
D) first-level managers 
E) team leaders

Question 7

Before the fall term began,professors at Hillview College were required to fill out numerous forms,ranging from performance objectives,surveys,reports to lists of summer contacts with prospective students.Many professors complained that their time would be better spent preparing for their courses.This is an example of which barrier to successful control?

Accepted Answer

A) overemphasis on one instead of multiple approaches 
B) too much control 
C) overemphasis on means instead of ends 
D) overemphasis on paperwork 
E) too much flexibility

Question 8

Which of the following may be done as corrective action in the control process?

Accepted Answer

A) Establish standards. 
B) Renew standards. 
C) Compare performance to standards. 
D) Align processes with goals. 
E) Evaluate performance and take action.

Question 9

TQM's two core principles are _____.

Accepted Answer

A) employee commitment and customer satisfaction 
B) financial health and financial stability 
C) management and leadership 
D) people orientation and improvement orientation 
E) radical innovation and continuous improvement

Question 10

Which of the following best describes ERP systems?

Accepted Answer

A) popular recruiting systems that help maximize diversity in the workplace 
B) comprehensive systems for identifying and measuring changes in productivity 
C) software information systems that integrate all aspects of business,helping managers stay on top of the latest developments 
D) training systems for employees that allow self-discovery and correction of weaknesses 
E) control systems in which managers are made aware of all deviations from standards

Question 11

A budget that allocates increased or decreased funds to a department by using the last budget period as a reference point is called a(n)_____.

Accepted Answer

A) standardized budget 
B) fixed budget 
C) zero-based budget 
D) incremental budget 
E) tactical budget

Question 12

Examining how the organization looks to shareholders is part of which of the balanced scorecard perspectives?

Accepted Answer

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

Question 13

Which of the following areas of control for organizations exerts informal control?

Accepted Answer

A) structural 
B) human resources 
C) informational 
D) competitive 
E) cultural

Question 14

______ is defined as monitoring performance,comparing it with goals,and taking corrective action as needed.

Accepted Answer

A) Measuring 
B) Leading 
C) Organizing 
D) Controlling 
E) Planning

Question 15

Lean Six Sigma focuses on problem solving and performance improvement,or speed with excellence of a well-defined project.

Accepted Answer

A) True 
 B)False

Question 16

What is productivity? Why is increasing productivity important? In the context of a specific job,preferably from your own experience,discuss at least three ways that managers can improve productivity.

Accepted Answer

The answer of What is productivity? Why is increasing productivity...

Question 17

Which of the following is not a perspective of the balanced scorecard?

Accepted Answer

A) internal business 
B) external processes 
C) financial 
D) innovation and learning 
E) customer

Question 18

Michele manages employees at Maui Tours and Lodging.She has noticed that one of her employees submits via the computer system the same suggestions for continuous improvement multiple times,knowing that performance is evaluated on the number of suggestions only.This problem is typical of ______ control.

Accepted Answer

A) bureaucratic 
B) market 
C) decentralized 
D) autocratic 
E) functional

Question 19

The RATER scale enables customers to rate the quality of service along five dimensions.

Accepted Answer

A) True 
 B)False

Question 20

Describe four techniques that are available for improving quality.

Accepted Answer

The answer of Describe four techniques that are available for...

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

Which of the following is the best example of bureaucratic control?

The point of an audit is to provide a yardstick against which managers can measure performance and make comparisons as with other departments or previous years.

Planning is seeing that the right things happen at the right time in the right way.

Which of the following is an example of an informational resource control?

Involving employees in both the planning and execution of control systems can bring legitimacy to the process and heighten employee morale.

Tactical control is performed mainly by _____.

Which of the following may be done as corrective action in the control process?

TQM's two core principles are _____.

Which of the following best describes ERP systems?

A budget that allocates increased or decreased funds to a department by using the last budget period as a reference point is called a(n) _____.

Examining how the organization looks to shareholders is part of which of the balanced scorecard perspectives?

Which of the following areas of control for organizations exerts informal control?

______ is defined as monitoring performance,comparing it with goals,and taking corrective action as needed.

Lean Six Sigma focuses on problem solving and performance improvement,or speed with excellence of a well-defined project.

What is productivity? Why is increasing productivity important? In the context of a specific job,preferably from your own experience,discuss at least three ways that managers can improve productivity.

Which of the following is not a perspective of the balanced scorecard?

The RATER scale enables customers to rate the quality of service along five dimensions.

Describe four techniques that are available for improving quality.