Question 1

At Panther Lighting Fixtures,employees were asked how the quality of its 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 controlF) None of the above
G) B) and C)

Question 2

Which of the following is not a principle of Deming management?

Accepted Answer

A)  Quality should be aimed at the needs of the consumer.
B)  Companies should determine which workers are to blame for problems.
C)  Improved quality leads to increased market share and employment.
D)  Quality can be improved on the basis of hard data.
E)  Companies should aim at improving the system.F) D) and E)
G) A) and B)

Question 3

ROI is a(n) _____.

Accepted Answer

A)  liquidity ratio
B)  cash ratio
C)  return ratio
D)  asset management ratio
E)  debt management ratioF) A) and B)
G) A) and C)

Question 4

Ratio analysis is the practice of evaluating financial ratios to determine an organization's financial health.

Accepted Answer

A) True 
 B)False

Question 5

What are the two core principles of TQM? Explain the assumptions underlying each.

Accepted Answer

The two core principles are people and i...

Question 6

A budget that allocates resources on the basis of a single estimate of costs is called a(n) ______ budget.

Accepted Answer

A)  unitary
B)  zero-based
C)  cash
D)  incremental
E)  fixed or staticF) A) and E)
G) A) and D)

Question 7

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

Accepted Answer

A)  check
B)  direct
C)  apply
D)  process
E)  decideF) A) and B)
G) A) and C)

Question 8

An external audit is a verification of an organization's financial accounts and statements by the organization's own professional staff.

Accepted Answer

A) True 
 B)False

Question 9

In Deming's PDCA cycle,"D" stands for "do," which means to implement the change or make a small-scale test.

Accepted Answer

A) True 
 B)False

Question 10

The singular task of internal auditors is to verify that the organization,in preparing its financial statements,followed generally accepted accounting principles.

Accepted Answer

A) True 
 B)False

Question 11

TQM is defined as a comprehensive approach dedicated to continuous _____.

Accepted Answer

A)  measurement of quantifiable goals and quick corrections
B)  product innovation and organizational learning,over fast cycles
C)  quality improvement,training,and customer satisfaction
D)  customer input into management strategy and decision making
E)  focus on components of service success: tangibles,questions,and marginsF) B) and E)
G) A) and B)

Question 12

Which of the following is a mechanism that contributes to a measurement-managed company's success?

Accepted Answer

A)  using mostly "soft" objectives that are not quantifiable
B)  measuring activities of all types
C)  developing the measurement systems without interference from employees
D)  developing focus and alignment between individual,unit,and strategic performance
E)  trusting in informal feedback systemsF) A) and E)
G) B) and C)

Question 13

Strategy maps show the cause-and-effect links by which specific improvements create desired outcomes,such as objectives for revenue growth,targeted customer markets,the role of excellence and innovation in products.

Accepted Answer

A) True 
 B)False

Question 14

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 B)
G) B) and D)

Question 15

A variable budget does not allow the allocation of resources to vary in proportion with various levels of activity.

Accepted Answer

A) True 
 B)False

Question 16

Explain the six areas of organizational control.

Accepted Answer

The six areas of organizational control ...

Question 17

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)  capitalF) A) and D)
G) A) and C)

Question 18

Techniques for improving quality include all of the following except _____.

Accepted Answer

A)  employee involvement
B)  outsourcing
C)  reduced cycle time
D)  statistical process control
E)  market shareF) B) and D)
G) B) and C)

Question 19

What are the four common characteristics of successful control systems? What are at least four barriers to a successful control system?

Accepted Answer

Successful control systems have four com...

Question 20

According to Kaplan and Norton,"_______ show the cause-and-effect links by which specific improvements create desired outcomes."

Accepted Answer

A)  Strategy maps
B)  Positioning maps
C)  Multidimensional maps
D)  Customer maps
E)  Graphic interface mapsF) A) and C)
G) B) and D)

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

ROI is a(n) _____.

Correct AnswerverifiedShow Answer

A budget that allocates resources on the basis of a single estimate of costs is called a(n) ______ budget.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Explain the six areas of organizational control.

Correct AnswerverifiedThe six areas of organizational control ...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

According to Kaplan and Norton,"_______ show the cause-and-effect links by which specific improvements create desired outcomes."

Correct AnswerverifiedShow Answer

What are the two core principles of TQM? Explain the assumptions underlying each.

Correct AnswerverifiedThe two core principles are people and i...View AnswerShow Answer

TQM is defined as a comprehensive approach dedicated to continuous _____.

Correct AnswerverifiedShow Answer

The singular task of internal auditors is to verify that the organization,in preparing its financial statements,followed generally accepted accounting principles.

Correct AnswerverifiedShow Answer

An external audit is a verification of an organization's financial accounts and statements by the organization's own professional staff.

Correct AnswerverifiedShow Answer

A variable budget does not allow the allocation of resources to vary in proportion with various levels of activity.

Correct AnswerverifiedShow Answer

Which of the following is not a principle of Deming management?

Correct AnswerverifiedShow Answer

In Deming's PDCA cycle,"D" stands for "do," which means to implement the change or make a small-scale test.

Correct AnswerverifiedShow Answer

Ratio analysis is the practice of evaluating financial ratios to determine an organization's financial health.

Correct AnswerverifiedShow Answer

At Panther Lighting Fixtures,employees were asked how the quality of its 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?

Correct AnswerverifiedShow Answer

Techniques for improving quality include all of the following except _____.

Correct AnswerverifiedShow Answer

Which of the following is a mechanism that contributes to a measurement-managed company's success?

Correct AnswerverifiedShow Answer

Strategy maps show the cause-and-effect links by which specific improvements create desired outcomes,such as objectives for revenue growth,targeted customer markets,the role of excellence and innovation in products.

Correct AnswerverifiedShow Answer

What are the four common characteristics of successful control systems? What are at least four barriers to a successful control system?

Correct AnswerverifiedSuccessful control systems have four com...View AnswerShow Answer

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The six areas of organizational control ...
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The two core principles are people and i...
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Successful control systems have four com...
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