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True / False Questions
1.
(p. 375)
When objectives have been set as part of the planning process, they are used as
standards.
Difficulty: 1 Easy
2.
(p. 375)
Output standards take into account a lot more than just work, including all the laterals that
may or may not be directly related to the job.
Difficulty: 2 Medium
3.
(p. 376)
Monitoring is a good means of checking up on employees.
Difficulty: 1 Easy
4.
(p. 376)
If standards are not being met satisfactorily, the supervisor must do the job himself.
5.
(p. 377)
The revenue and expense budget forecasts cash receipts and disbursements.
Difficulty: 2 Medium
6.
(p. 377)
Balance sheet budgets forecast the status of assets, liabilities, and net worth at the end of
the budget period.
Difficulty: 1 Easy
7.
(p. 378)
Written reports are frequently used as supervisory control tools.
Difficulty: 1 Easy
8.
(p. 378)
Personal observation is sometimes the only way for a supervisor to get an accurate picture
of what is really happening.
18-3
9.
(p. 379)
Management by objectives and management by walking around are essentially the same.
Difficulty: 1 Easy
10.
(p. 381)
Accountability for quality is the supervisor's responsibility.
Difficulty: 2 Medium
11.
(p. 381)
Product control is used to prevent the production of defective products.
Difficulty: 2 Medium
12.
(p. 381)
The emphasis is moving away from preventing quality problems and more toward
inspecting the finished goods for quality.
Difficulty: 2 Medium
13.
(p. 382)
TQM is an organization wide emphasis on quality as defined by the customer.
Difficulty: 2 Medium
14.
(p. 384)
Lean manufacturing and six sigma are approaches that are mutually exclusive to each
other.
Difficulty: 2 Medium
15.
(p. 385)
The revised ISO 9000 standards emphasized engineering, rather than international
organization and in-house performance, as the best way to deliver a product or service.
Difficulty: 2 Medium
16.
(p. 386)
If effective, zero-defects programs will eventually reduce the number of defective products
to zero.
17.
(p. 387)
Extensive communication is one characteristic that is common to most successful zero-
defects programs.
Difficulty: 1 Easy
18.
(p. 387)
If needed, a quality circle can call in staff experts to help them solve their quality
problems.
Difficulty: 1 Easy
19.
(p. 388)
If the supervisor strives for high quality in everything that he or she does, so will the
employees.
Difficulty: 1 Easy
20.
(p. 389)
The Baldrige criteria for performance excellence are designed to help organizations deliver
ever improving value to customers.
18-6
Multiple Choice Questions
21.
(p. 375)
The three basic requirements of the control process include all of the following except:
Difficulty: 1 Easy
22.
(p. 376 Fig 18.1)
Which of the following categories of standards is designed to reflect output per
unit of time?
Difficulty: 2 Medium
23.
(p. 376 Fig 18.1)
Return on investment and percent of capacity are examples of ________________
standards.
Difficulty: 2 Medium
24.
(p. 376)
Monitoring should be viewed as ________________ and not _______________.
Difficulty: 2 Medium
25.
(p. 376)
Most control tools and techniques are primarily concerned with:
Difficulty: 2 Medium
26.
(p. 377)
Concurrent controls:
Difficulty: 2 Medium
27.
(p. 377 Fig 18.2)
Company X decides to upgrade its machinery because of market requirement. The
budgeting for the plant, equipment, inventories, etc., will be handled by the team dealing with the:
28.
(p. 378)
Perhaps the greatest danger in administering a budget is:
Difficulty: 2 Medium
29.
(p. 378)
Analytical reports ________________ the presented facts, while informational reports only
________________ the facts.
30.
(p. 378)
________________ is sometimes the only way a supervisor can really determine what is
actually happening.
Difficulty: 2 Medium
31.
(p. 379)
Identify the correct statement about management by walking around.
Difficulty: 2 Medium
32.
(p. 381)
Product quality control:
Difficulty: 2 Medium
33.
(p. 382)
Total quality management requires the involvement of:
Difficulty: 1 Easy
34.
(p. 383)
Quality at the source emphasizes on making each employee responsible for his or her
quality of work. Which of the following is not an advantage of this method?
35.
(p. 385)
The International Organization for Standardization created a set of quality standards in
1987 that are commonly referred to as:
Difficulty: 2 Medium
36.
(p. 385)
ISO certification guarantees that a company had:
37.
(p. 386)
The goal of ________________ is to provide international environmental standards that are
compatible.
Difficulty: 2 Medium
38.
(p. 387)
A zero-defects program:
18-14
39.
(p. 387)
Identify the incorrect statement about quality circles.
Difficulty: 2 Medium
40.
(p. 388)
The purpose of the ________________ was to inspire increased efforts by U.S. businesses
to improve the quality of their products and services.
Difficulty: 2 Medium
Short Answer Questions
41.
(p. 375)
Define control and explain the major difference between planning and control.
Difficulty: 2 Medium
42.
(p. 375)
What are the three steps in the control process?
Difficulty: 1 Easy
43.
(p. 375)
List two methods that are used to set performance standards.
The two methods that are used to set performance standards include the supervisor's judgment
44.
(p. 376)
What is the overriding purpose of monitoring performance?
Difficulty: 2 Medium
45.
(p. 378)
Define zero-base budgeting.
Difficulty: 1 Easy
46.
(p. 380)
What does an inventory control deal with?
47.
(p. 381)
Define quality assurance.
Difficulty: 1 Easy
48.
(p. 384)
Define reengineering.
Difficulty: 2 Medium
49.
(p. 385)
What did the revised ISO 9000 standards emphasize?
50.
(p. 387)
List two guidelines for building quality job habits among employees.
