Chapter 16: Control
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 managers
should or should not do to improve financial performance.
3. The only dimension needed to measure quality is its conformance to expectations.
4. Concertive control produces less stress for workers than bureaucratic control.
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. In terms of the basic methods of control, __________ control is an improvement over __________
control because it attempts to eliminate or shorten the delay between performance and feedback about
the performance.
a.
feedback; concurrent
b.
concurrent; feedback
c.
feedback; feedforward
d.
feedforward; feedback
e.
concurrent; stasis
3. __________ control regulates workers’ performances 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
4. __________ is a control method that encourages managers to look beyond traditional measures to
evaluate four different perspectives on company performance.
a.
Optimization
b.
Customer churn
c.
Balanced scorecard
d.
Customer defection
e.
Financial ratio analysis
5. Normative controls should be used when:
a.
cause-and-effect relationships are clear
b.
workers have been taught self-control skills
c.
responsibility for task accomplishment is given to autonomous work groups
d.
it is necessary to standardize all operations
e.
organizational culture, values, and beliefs are strong
6. 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