Chapter 14 1 Not One The Four Perspectives Measured The

Document Type
Test Prep
Book Title
Effective Management 6th Edition
Authors
Chuck Williams
Course Post-Assessment CH 14
Williams Effective Management 6e
TRUE/FALSE
1. Control is an intermittent activity that requires periodic attention from managers once or twice a
month.
2. One significant advantage of economic value added (EVA) is that it clearly specifies what specific
actions managers should or should not take in order to improve financial performance.
3. The only dimension needed to measure quality is its conformance to expectations.
MULTIPLE CHOICE
1. The basic control process begins with:
a.
either benchmarking or keystoning
b.
the establishment of clear standards of performance
c.
the comparison of actual performance to expected performance
d.
problem identification
e.
determining what corrective action will be if actual performance does not equal or exceed
expected performance
2. Which approach to control monitors inputs rather than outputs?
a.
feedforward control
b.
feedback control
c.
concurrent control
d.
stasis control
e.
all of these
3. ____ control is top-down control in which managers try to influence employee behavior by rewarding
or punishing employees for compliance or noncompliance with organizational policies, rules, and
procedures.
a.
Bureaucratic
b.
Normative
c.
Concertive
d.
Objective
e.
Administrative
4. ____ control regulates workers' actions and routines on the job, while ____ control measures the
results of their efforts.
a.
Input; behavior
b.
Motivation; output
c.
Concertive; normative
d.
Behavior; output
e.
Input; output
5. Which of the following is NOT one of the four perspectives measured in the balanced scorecard
approach to control?
a.
financial perspective
b.
policies and procedures perspective
c.
customer perspective
d.
internal business perspective
e.
innovation and learning perspective
6. ____ should be used when it is difficult to create good measures of worker behavior and output, and
when organizational culture, values, and beliefs are strong.
a.
Bureaucratic control
b.
Normative control
c.
Concertive control
d.
Self-control
e.
Input control
7. One of the advantages the balanced scorecard has over traditional control processes that rely solely on
financial measures is that it:
a.
encourages control delegation
b.
eliminates problems with regulation costs
c.
minimizes the chances of suboptimization
d.
allows companies to determine the ideal control methods
e.
creates functional independence
8. When it comes to finances, the balanced scorecard focuses on one simple question. That question is:
a.
How are we performing for our shareholders?
b.
How do we look to our customers?
c.
Are we making a profit?
d.
What is the bottom line?
e.
Are we retaining enough earnings to allow for market growth?
9. For the internal perspective of the balanced scorecard, managers ask the question:
a.
“At what must we excel?”
b.
“How do we provide value to our stakeholder?”
c.
“What is the bottom line?”
d.
“How important is customer satisfaction?”
e.
“What can we do to improve and create value?”
10. ‘According to the text, which of the following levels of waste minimization produces the greatest
minimization of waste?
a.
waste prevention and reduction
b.
recycle and reuse
c.
waste treatment
d.
waste disposal
e.
waste remarketing

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