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

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Question 31

Multiple Choice

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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 percent through additional training for her staff.She is engaged in

A) organizing.
B) controlling.
C) measuring.
D) leading.
E) planning.

F) A) and D)
G) B) and E)

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Question 32

Multiple Choice

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Which of the following best describes ERP systems?

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

F) A) and B)
G) A) and E)

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Question 33

True/False

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

One characteristic of incremental budgeting is that it

Productivity equals

Tactical control is performed mainly by

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.

Britta is trying to measure her salon's productivity during the first quarter.For this period,she should divide _______ by the costs of her staff,loans,materials,and utility bills.

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

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.

Smith Commercial Development has effective control processes,allowing its managers to discover ______ in bookkeeping right away,before a would-be embezzler could seriously affect its business.

Typically,operational control is accomplished through reports issued

A _____ budget allocates resources on the basis of a single estimate of costs.

A ______ budget allocates increased or decreased funds to a department by using the last budget period as a reference point.

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

______ is the process of instituting ongoing small,incremental improvements in all parts of an organization.

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

A(n) ________ budget that can be adjusted over time for changing environmental conditions.

Corrective action is a control principle that states that managers should be informed of a situation only if data show a significant deviation from standards.

This question contains two parts;be sure to answer both.First,define productivity and explain why increasing productivity is important.Second,imagine that you are the manager of a large chain grocery store.Suggest at least three ways that you might improve productivity at the store. Productivity is the ratio of outputs to inputs,or (goods + services)/(labor + capital + materials + energy).It is important to companies because it determines their profitability and survival.It is important to the nation because the higher productivity is,the more available goods and services are to us,and the higher our standard of living.Based on the definition,managers can raise productivity by making substitutions or by increasing the efficiency of any resource (labor,capital,materials,or energy). Managers can also do the following to improve productivity: