Question 1

At Panther Lighting Fixtures,employees were asked how the quality of the company's customer service could best be measured,and management then implemented a survey system based on the feedback.The company has overcome which of the following barriers to success of control systems?

Accepted Answer

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

Question 2

Which of the following is part of Deming's PDCA cycle?

Accepted Answer

A) check 
B) direct 
C) apply 
D) process 
E) decide

Question 3

______ control is an approach to organizational control that is characterized by informal and organic structural arrangements.

Accepted Answer

A) Relational 
B) Functional 
C) Decentralized 
D) Bureaucratic 
E) Market

Question 4

At UPS,delivery ______ vary according to whether a route is urban,suburban,or rural in nature,because conditions vary in each type of route.

Accepted Answer

A) RATER scales 
B) standards 
C) ratio analyses 
D) PDCA cycles 
E) strategy maps

Question 5

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

Accepted Answer

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

Question 6

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 7

Which of the following is not a purpose of a manager?

Accepted Answer

A) plan 
B) organize 
C) lead 
D) control 
E) increase globalization

Question 8

Current assets,fixed assets,and liabilities are all part of an organization's

Accepted Answer

A) cash flow statement. 
B) capital expenditures budget. 
C) income statement. 
D) expense budget. 
E) balance sheet.

Question 9

Which of the following is not a financial control?

Accepted Answer

A) budgets 
B) financial statements 
C) income statement 
D) audits 
E) ISO 14000

Question 10

Some managers use _____,which provides four indicators with which organizations can set goals and measure performance.

Accepted Answer

A) a strategic map 
B) the balanced scorecard 
C) measurement management 
D) a strategic scorecard 
E) evidence-based management

Question 11

Productivity is defined by the formula of outputs divided by inputs for a specified period of time.

Accepted Answer

A) True 
 B)False

Question 12

Managers can increase overall productivity by increasing the efficiency of all the following except

Accepted Answer

A) goals. 
B) energy. 
C) materials. 
D) labor. 
E) capital.

Question 13

Which of the following is a primary function of management?

Accepted Answer

A) communicating 
B) globalizing 
C) cooperating 
D) organizing 
E) influencing

Question 14

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) the RATER system. 
E) statistical process control.

Question 15

Gina was recently promoted to facilities director at Wholesome Grains.Which of the following should she do immediately as she tries to improve productivity?

Accepted Answer

A) Use the established technology with which her employees are most familiar. 
B) Rotate all personnel so that each has an opportunity to try something new. 
C) Hire new employees such that they are similar to those already on the team. 
D) Establish a system of measurement. 
E) Cut costs.

Question 16

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

Accepted Answer

A) Span of exception 
B) Breadth control 
C) Range of variation 
D) Benchmark 
E) Zero-based control

Question 17

A sales forecast is an example of an organizational control from the _____ area.

Accepted Answer

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

Question 18

Techniques for improving quality include all of the following except

Accepted Answer

A) Six Sigma. 
B) outsourcing. 
C) reduced cycle time. 
D) statistical process control. 
E) market share.

Question 19

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 20

At Phoenix Instruments,Claudia pulls six samples an hour from an assembly line to examine them for quality defects.If she finds any,she makes adjustments to various pieces of equipment in her area.Claudia's job involves

Accepted Answer

A) feed-forward control. 
B) benchmarking. 
C) reduced cycle time. 
D) statistical process control. 
E) strategic control.

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