question

A major part of the controlling function of management is to __________. A) formulate strategies B) set standards C) correct performance problems D) structure an organization

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C) correct performance problems

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This type of performance measurement format would most likely include graphs, tables and computer outputs. A) Oral report B) Statistical report C) MBWA D) Written report

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B) Statistical report

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When should a manager's course of action be to do nothing? A) When the cause of the variation has been identified. B) When the standard is acceptable. C) When the standard is not acceptable. D) When the variance is acceptable.

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D) When the variance is acceptable.

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A fast-food restaurant is querying prospective customers about the features they would like to see in a new sandwich. What kind of control is being used? A) Concurrent control B) Feedback control C) Feedfoward control D) Anticipation control

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C) Feedfoward control

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When a budget is used for controlling, it provides ______ against which resource consumption can be compared. A) quantitative standards B) qualitative standards C) flexible standards D) non-numerical standards

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B) qualitative standards

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As a product, piano lessons are _____. A) a good because you can purchase them B) a service because they are nonmaterial C) a good because they can be divided into discrete lessons D) a service because someone needs to give them

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B) a service because they are nonmaterial

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Organizational processes in value chain management organizations need to eliminate _______. A) Non value-adding activities B) demand forecasting C) ties between customers and suppliers D) organizational core competencies

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A) Non value-adding activities

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When a customer gets frustrated from being put on hold for 30 minutes during a call, the company is having problems with which service quality dimension? A) Timeliness B) Consistency C) Convenience D) Courtesy

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A) Timeliness

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Durability and features are measures of ______. A) product quality B) service quality C) product value D) service value

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A) product quality

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A GPS that tells you that you are making a wrong turn is an example of concurrent control. A) True B) False

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A) True: A GPS that tells you that you are making a wrong turn is an example of concurrent control.

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Some control criteria, such as employee satisfaction and absenteeism, are applicable to almost any management situation. A) True B) False

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A) True: Some control criteria, such as employee satisfaction and absenteeism, are applicable to almost any management situation.

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Controlling compares ________ to see if goals are being achieved. A) standard performance to ideal performance B) actual performance to planned performance C) planned performance to standard performance D) actual performance to competitor performance

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B) actual performance to planned performance

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Immediate corrective action is designed ________. A) to shake up an organization B) to punish employees for poor performance C) to get performance back on track D) to get to the root cause of a problem

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C) to get performance back on track

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A car company that puts more effort into measuring quality than total units sold most likely wants to excel at ________. A) efficiency B) cost per unit C) customer satisfaction D) employee satisfaction

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C) customer satisfaction

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A manager measuring actual performance is like a teacher ________. A) helping a student study for a test B) composing a test C) grading a test D) making an assignment

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C) grading a test

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Controlling provides a critical link back to planning that compares actual outcomes to planned outcomes. A) True B) False

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A) True: Controlling provides a critical link back to planning that compares actual outcomes to planned outcomes.

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When actual performance falls outside an acceptable range of variation, it is termed a(n) ________. A) large deviation B) significant deviation C) acceptable deviation D) insignificant deviation

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B) significant deviation

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Personal observation as a form of control measurement requires little time. A) True B) False

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B) False: Personal observation as a form of control measurement requires little time.

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A well run company that has well thought out plans, motivated and productive workers, and anefficient organizational structure ________. A) always attains its goals B) has no reason to monitor its performance C) may not always attain its goals D) rarely attains its goals

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C) may not always attain its goals

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Which of the following is NOT an example of a service organization? A) a military force B) a hospital C) a university D) a lens maker

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D) a lens maker

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A laptop computer company is a ________ organization because its product is ________. A) service; a computer B) manufacturing; electronic C) service; electronic D) manufacturing; a computer

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D) manufacturing; a computer

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________ focuses on providing an efficient flow of resources to an organization. A) Value B) Supply chain management C) Value chain management D) Supply

answer

B) Supply chain management

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Manufacturing organizations produce both physical and non-physical outputs. A) True B) False

answer

B) False: Manufacturing organizations produce both physical and non-physical outputs.

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Operations management includes service industries but not manufacturing firms. A) True B) False

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B) False: Operations management includes service industries but not manufacturing firms.

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Which of the following is NOT a way to increase productivity? A) decrease costs B) increase efficiency C) increase outputs D) increase inputs

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D) increase inputs

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In its entirety, the value chain can encompass the supplier's ________ to the customer's ________. A) customers; customers B) customers; suppliers C) suppliers; customer D) supplier; suppliers

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C) suppliers; customer

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________ management oversees the transformation process that converts resources such as labor and raw materials into finished goods and services. A) Operations B) Systems C) Control D) Planning

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A) Operations

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Value is any aspect of a product that customers ________ in the product. A) want to see B) notice C) like or admire D) will pay for

answer

D) will pay for

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In a transformation process, people are considered to be inputs because they ________. A) have knowledge and information B) are costly C) are material beings D) perform tasks that are needed to create outputs

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D) perform tasks that are needed to create outputs

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What is "control"?

answer

monitoring activities by ensuring activities are accomplished as planned and correcting any deviation

question

What are effective control systems?

answer

ensure activities lead to attainment of goals

question

What are the values in control?

answer

planning and delegating

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Control provides a basis for......

answer

following-up

question

Planning, empowering employees, and protecting the workplace are all key elements of what?

answer

Control

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Why do we need control?

answer

Assess the effectiveness of plans and the extent to which the plans have been realized

question

____ provides a basis for delegating responsibility to subordinates

answer

Control

question

Control helps ameliorate what?

answer

Internal and external org threats

question

What the three steps to the control process?

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1) measuring actual performance 2) comparing actual against the standard 3) taking managerial action to correct deviations

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The control process already assumes what exists?

answer

performance standards that are created during the planning process

question

__________ is probably more important to the control process than __________

answer

what managers measure; how they measure

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Selecting the ________ to measure is critical for evaluating performance.

answer

right criteria

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What are some drawbacks of setting criteria to measure?

answer

What we measure will influence how people work - they will change their work to perform well just in the criteria they are measured on. Need to realize that all jobs and tasks are different so you need to tailor your measure

question

What are the four ways to measure performance?

answer

1) personal observation / management by walking around 2) statistical reports 3) oral reports 4) written reports

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What is personal observation?

answer

provides firsthand, intimate knowledge of unfiltered, actual activity. It permits intensive coverage because minor and major performance activities can be observed, and allows the manager to read between the lines

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What the good and bad things with personal observation?

answer

Good: unfiltered by others, permits intensive coverage, and "read between the lines" Bad: observer bias, time consuming, obtrusive, people behave differently when watched

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What are statistical reports?

answer

They can include graphs, bar charts, and numerical displays that managers can use for assessing performance.

question

What are the good and bad things with statistical reports?

answer

Good: quantifiable, objective, easy to visualize and effective to show relationships Bad: provides limited information and may only cover a few areas of performance

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What are oral reports?

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Information which can be gleaned through conferences, meetings, one-to-one conversations, or telephone calls.

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What are written reports?

answer

Reports that require more preparation time and formality than other measurements of performance. This often makes them more comprehensive and concise that oral reports.

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What are the good and bad things with oral reports?

answer

Good: fast and less labor intensive than observation Bad: information is filtered by employee and difficult to document

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Oral reports are less ____ than observation.

answer

labor-intensive

question

What are the good and bad things with written reports?

answer

Good: more formal, permanent, and comprehensive Bad: time-consuming and labor-intensive

question

What is the goal of making what we measure?

answer

break down standards into objective, measurable activities

question

What are 4 universal control criteria that can be measured?

answer

1) employee satisfaction 2) turnover 3) absenteeism 4) budgets

question

What is acceptable range of variation?

answer

range of someones activities being between too easy and too hard based on the actual vs planned function. Bounded by acceptable upper and lower limits

question

What are the 3 ways to take action once there is a problem?

answer

1) do nothing 2) correct actual performance 3) revise the standard

question

What happens when the measurement is above the acceptable range of variation? How about below?

answer

too easy; too hard

question

What are the two types of corrective action? What are they?

answer

Immediate and basic; Immediate addresses the problem at the time it occurs; Basic looks at the causes of a problem and address it

question

What are examples of immediate corrective actions?

answer

Firing an employee, changing an incorrect price, or recalling a product for defect

question

What are examples of basic corrective action?

answer

identifying the flaw in the manufacturing or identifying an unsafe practice

question

What the two options for revising the standard?

answer

1) revise downward - make easier 2) revise upward - make more difficult

question

If performance consistently exceeds the goal, then a manager should...

answer

see if the goal is too easy and needs to be adjusted

question

Managers must be cautious when revising a standard _____. Why?

answer

downward. It's natural to blame the goal for when a team falls short rather than accepting the performance was inadequate.

question

When the standard is realistic, managers need to ______.

answer

hold their ground

question

What is feedforward control?

answer

implement controls before an activity begins. Anticipates problems. Focused on prevention.

question

What is feedback control?

answer

corrects problems after they occur

question

What is concurrent control?

answer

corrects problems as they happen

question

_____ controls require timely and accurate information that isn't always easy to obtain.

answer

feedforward

question

Airlines scheduling maintenance programs on aircraft is what type of control?

answer

feedforward control

question

What is the best known concurrent control?

answer

direct supervision (management by walking around / MDWA)

question

What is the most popular form of control?

answer

feedback control

question

Feedback enhances _____ in employees.

answer

motivation

question

Controlling ____ is critical to any organization.

answer

finances

question

What are two commonly used financial controls?

answer

1) Ratio analysis 2) budgets

question

For a company to earn profit, managers need ____.

answer

financial controls

question

How are financial ratios used?

answer

are calculated using selected information from the organization's balance sheet and income statement.

question

What is operations management?

answer

refers to the design, operation, and control of the transformation process that converts resources such as labor and raw materials into goods and services that are sold to customers.

question

Why is operations management important?

answer

1) encompasses all organizations 2) important to managing productivity effectively and efficiently 3) plays a strategic role in an organizations competitive success

question

What are the two types of organizations?

answer

1) Manufacturing - produce physical good. Transformation readily evident. 2) Service - provide a non-physical good and service. Transformation less evident

question

What are examples of manufacturing and service organizations?

answer

Manufacturing - car manufacturers, home builders, aircraft companies Service - google or health care

question

Most of the world's developed countries are predominantly ____ economies.

answer

service

question

As economies develop they become more _____ oriented.

answer

service

question

Define productivity?

answer

ratio of inputs to outputs

question

____ productivity can lower costs and prices.

answer

High bc you are producing more for less.

question

High productivity leads to .....

answer

economic growth and development of countries and to higher wages and company profits without causing inflation

question

What is value? Examples

answer

The properties of a good or service for which customers are willing to give up resources ($$$) for. Examples include performance characteristics, features, and aesthetics

question

Organizations must provide _____ to attract and keep customer.

answer

value

question

Value chain management is ......

answer

the process of managing the sequence of activities and information along the entire value chain. It is externally oriented and focuses on both incoming materials and outgoing products and services. Value chain management is effectiveness oriented and aims to create the highest value for customers.

question

Value impacts _____ _____.

answer

competitive advantage. Doing something better and different adds value.

question

Companies seek for _____ competitive advantage.

answer

sustained (long-term outperformance of rivals)

question

Value is a measure of _____.

answer

demand

question

What are the 5 steps to the value chain?

answer

Inbound logistics -> operations -> outbound logistics -> marketing and sales -> service

question

Three requirements for the value chain.

answer

1) better demand forecasting 2) collaboration with partners in the value chain 3) new performance measures

question

Value chain management changes ______.

answer

organizational processes

question

What are the six main requirements for value chain management?

answer

1) coordination and collaboration 2) technology investment 3) organizational processes 4) leadership 5) employees/human resources 6) organizational culture and attitudes.

question

Which member of value chain management requirements in absolutely necessary to achieve its goals of meeting and exceeding customers needs and desires?

answer

Coordination and collaboration

question

Significant investment in ______ is necessary to restructure the value chain to better serve end users

answer

information technology

question

What is coordination and collaboration?

answer

integration is throughout the chain, identify what customers value by all partners, and the sharing of information

question

What are common types of IT?

answer

Enterprise Resource Planning systems (e.g., SAP) Customer Relationship Management systems Supply-chain management systems

question

____ can improve operational efficiency. _____ can improve responsiveness and accuracy.

answer

Technology ; real-time data

question

What is a Gantt chart? Describe it

answer

is a planning tool developed around the turn of the century by Henry Gantt. It's essentially a bar graph, with time on the horizontal axis and the activities to be scheduled on the vertical axis. The bars show output, both planned and actual, over a period of time. The Gantt chart visually shows when tasks are supposed to be done and compares the assigned date with the actual progress on each.

question

Organizational processes focus on.....

answer

core competencies - unique skills, capabilities, and resources. Eliminate any activities that don't add value.

question

What are three important conclusions about how organizational processes must change?

answer

1) Better demand forecasting is necessary and possible 2) Selected functions may need to be done collaboratively with other partners in the value chain. 3) Finally, new measures are needed for evaluating the performance of various activities

question

Employees are an organization's _____ so they play an important part in value chain management.

answer

most important resource

question

Three main human resources requirements for value chain management are:

answer

1) Flexible approaches to job design 2) An effective hiring process, and 3) Ongoing training.

question

What are cultural and organizational barriers to effective value chain management?

answer

Organizational barriers - Refusal/reluctance to share info and resistance to change Cultural attitudes - Lack of trust/respect/honesty and lacking required capabilities

question

___ is needed to be competitive

answer

quality

question

What are some specific quality improvement requirements?

answer

1) Specific, measurable goals 2) Cross-functional/Self-managing teams 3) Progress evaluation

question

Product quality measures such dimensions as .....

answer

durability, performance, and features

question

Service quality measures dimensions such as ...

answer

timeliness, courtesy, and consistency

question

A ____ is a one-time-only set of activities with a definite beginning and ending point.

answer

project

question

_____ _____ is the task of getting the activities done on time, within budget, and according to specifications.

answer

project management

question

Lots of projects fail from _______

answer

poor product management

question

Project management aims to _____

answer

get the job done on time, at or under budget, and according to specifications

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