Question 1

A strategy map is a visual representation of the organizational flowchart.

Accepted Answer

A) True 
 B)False

Question 2

______ 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)   MarketF) A) and B)
G) A) and C)

Question 3

Which balanced scorecard perspective helps top management's judgment to be better linked to measures of employee actions at lower levels?

Accepted Answer

A)   operational perspective
B)   internal business perspective
C)   customer perspective
D)   financial perspective
E)   innovation and learning perspectiveF) B) and E)
G) A) and D)

Question 4

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 sheetF) A) and E)
G) A) and D)

Question 5

Lumber mills that sell sawdust and wood chips are increasing their efficiency of materials input.

Accepted Answer

A) True 
 B)False

Question 6

Describe four techniques that are available for improving quality.

Accepted Answer

Several tools and techniques are availab...

Question 7

Kim, a customer service manager, tracks monthly complaints and has been trying over the past six months to reduce complaints to less than 0.2% through additional training for her staff. She is engaged in _____.

Accepted Answer

A)   organizing
B)   controlling
C)   measuring
D)   leading
E)   planningF) C) and E)
G) All of the above

Question 8

Twice daily, factory workers at Mountain CopperWorks select random samples from the production runs and test them for quality, rejecting runs if too many samples fall outside a standard range of acceptability. These workers are engaged in statistical process control.

Accepted Answer

A) True 
 B)False

Question 9

Tactical control is performed mainly by _____.

Accepted Answer

A)   the CEO
B)   top managers
C)   middle managers
D)   first-level managers
E)   team leadersF) B) and C)
G) D) and E)

Question 10

Which kind of organization is most likely to try to exert too much control?

Accepted Answer

A)   bureaucratic
B)   market
C)   employee-driven
D)   decentralized
E)   matrixF) A) and D)
G) A) and E)

Question 11

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. ArmyF) A) and D)
G) C) and E)

Question 12

All of the following are reasons why performance falls significantly short of the standard except _____.

Accepted Answer

A)   unrealistic standards
B)   changing conditions
C)   insufficient resources
D)   insufficient management attention
E)   unawareness of performance dropF) A) and B)
G) A) and C)

Question 13

A variable budget can be adjusted over time to accommodate pertinent changes in the environment.

Accepted Answer

A) True 
 B)False

Question 14

Liquidity ratios indicate how much cash an organization has accessible.

Accepted Answer

A) True 
 B)False

Question 15

The more goods and services that are produced and made easily available to us and for export, the higher our standard of living.

Accepted Answer

A) True 
 B)False

Question 16

Except for in rare instances, employees at George's Pro Painting take responsibility for their own work and how it is done, rather than being governed by a rigid set of rules. George's Pro Painting is using decentralized control.

Accepted Answer

A) True 
 B)False

Question 17

Employees' knowledge, courtesy, and ability to convey trust and confidence make up which dimension of the RATER scale?

Accepted Answer

A)   reliability
B)   empathy
C)   tangibles
D)   assurance
E)   responsivenessF) B) and D)
G) A) and C)

Question 18

TQM assumes that continuous improvement must be an everyday matter and that no improvement is too small.

Accepted Answer

A) True 
 B)False

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is not one of the reasons that control is needed in an organization?

Accepted Answer

A)   to adapt to change and uncertainty
B)   to detect opportunities
C)   to eliminate the need for teamwork
D)   to deal with complexity
E)   to decentralize decision makingF) B) and C)
G) A) and D)

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

Liquidity ratios indicate how much cash an organization has accessible.

Correct AnswerverifiedShow Answer

A strategy map is a visual representation of the organizational flowchart.

Correct AnswerverifiedShow Answer

Except for in rare instances, employees at George's Pro Painting take responsibility for their own work and how it is done, rather than being governed by a rigid set of rules. George's Pro Painting is using decentralized control.

Correct AnswerverifiedShow Answer

The more goods and services that are produced and made easily available to us and for export, the higher our standard of living.

Correct AnswerverifiedShow Answer

Which of the following is not one of the reasons that control is needed in an organization?

Correct AnswerverifiedShow Answer

Tactical control is performed mainly by _____.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Employees' knowledge, courtesy, and ability to convey trust and confidence make up which dimension of the RATER scale?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Lumber mills that sell sawdust and wood chips are increasing their efficiency of materials input.

Correct AnswerverifiedShow Answer

A variable budget can be adjusted over time to accommodate pertinent changes in the environment.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Describe four techniques that are available for improving quality.

Correct AnswerverifiedSeveral tools and techniques are availab...View AnswerShow Answer

Which balanced scorecard perspective helps top management's judgment to be better linked to measures of employee actions at lower levels?

Correct AnswerverifiedShow Answer

Kim, a customer service manager, tracks monthly complaints and has been trying over the past six months to reduce complaints to less than 0.2% through additional training for her staff. She is engaged in _____.

Correct AnswerverifiedShow Answer

Which kind of organization is most likely to try to exert too much control?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

TQM assumes that continuous improvement must be an everyday matter and that no improvement is too small.

Correct AnswerverifiedShow Answer

All of the following are reasons why performance falls significantly short of the standard except _____.

Correct AnswerverifiedShow Answer

Twice daily, factory workers at Mountain CopperWorks select random samples from the production runs and test them for quality, rejecting runs if too many samples fall outside a standard range of acceptability. These workers are engaged in statistical process control.

Correct AnswerverifiedShow Answer

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Several tools and techniques are availab...
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