Managing Quality And Performance

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Managing Quality and Performance

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Question 1

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The systematic process of regulating organizational activities to make them consistent with the expectations established in plans, targets, and standards of performance refers to organizational control.

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Question 2

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Effectively controlling an organization requires information about performance standards and actual performance, as well as actions taken to correct any deviations from the standards.

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Question 3

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Although work processes can be controlled and regulated, it is impossible to control and regulate employee behavior.

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Question 4

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A feedback control model can help managers meet strategic goals by monitoring and regulating the organization's activities and using feedback to determine whether performance meets established standards.

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Question 5

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Customer service, external business processes, financial performance, and the organization's potential for learning and growth are the four major perspectives of the balanced scorecard.

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Question 6

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The feedback control model is a comprehensive management control system that balances traditional financial measures with operational measures relating to a company's critical success factors.

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Question 7

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The first step in the feedback control model is to determine what changes, if any, are needed.

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Question 8

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Auto-analytics is the practice of voluntarily collecting and analyzing data about oneself in order to improve.

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Question 9

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A standard for performance is included in an organization's overall strategic plan to compare organizational activities against.

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Question 10

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The final step of the feedback control model is to do nothing if performance is adequate or to take corrective action if performance is inadequate.

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Question 11

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In most companies, managers rely exclusively on financial measures to measure actual performance.

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Question 12

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The fourth step in the control process is comparing actual activities to performance standards.

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Question 13

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An expense budget lists forecasted and actual revenues of the organization.

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Question 14

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The level of funds flowing through the organization and the nature of cash disbursements is shown through the capital budget.

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Question 15

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The cash budget estimates receipts and expenditures of money on a daily or weekly basis to ensure that an organization has sufficient cash to meet its obligations.

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Question 16

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Within the balanced scorecard, customer service indicators measure information such as employee retention and satisfaction.

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Question 17

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An expense budget lists forecasted and actual revenues of the organization.

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Question 18

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The capital budget lists planned investments in major assets such as buildings, heavy machinery, or complex information technology systems, often involving expenditures over more than a year.

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Question 19

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Zero-based budgeting requires a complete justification for every line item in a budget.

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Question 20

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A balance sheet budget is a budget that plans and reports investments in major assets to be depreciated over several years.

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