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Business Management-Chapter 16

Feedforward control provides information about performance deficiencies by monitoring inputs, not outputs.
True
____ controls should be used when it is necessary to standardize operating procedures and establish limits.
Bureaucratic
Refer to Walgreens. When Walgreens’ managers changed how much inventory the company holds at a time, they were affecting the ____ perspective of the balance scorecard.
internal
Imagine a manufacturer that has a 99 percent error-free production rate and decides it wants 100 percent error-free production. Its management needs to examine ____ to determine if the costs of increased controls outweigh the benefits of error-free production.
regulation costs
A chain of specialty fashion stores has interviewed a sample of its female customers and learned that a customer can be expected to visit the store looking for new merchandise on average every two weeks. The chain of stores was able to set this standard through ____.
listening to customers
In the traditional control systems used at most companies, ____ measures are used to assess performance.
financial
Companies may determine standards by ____.
benchmarking other companies
Refer to Interpublic. Why should Interpublic consider implementing the Balanced Scorecard?
to minimize the chances of suboptimization
An organization that relies heavily on ____ controls is likely to be highly resistant to change and slow to respond to customers and competitors.
bureaucratic
Companies may determine standards by evaluating their capacity to enable goal achievement, by listening to customers, by observing competitors, or by benchmarking other companies.
True
In the behavioral approach to managerial control, a company’s widely shared values and beliefs guide workers’ behavior and decisions.
False
Concertive control produces less stress for workers than bureaucratic control.
False
The Balanced Scorecard approach to control emphasizes measurement of organizational performance in three equally important areas. These areas are finances, internal operations, and innovation and learning.
False
Which of the following is NOT one of the four perspectives measured in the Balanced Scorecard approach to control?
policies and procedures perspective
Refer to C&K Brewing. The brewmaster is in charge of which classical management function?
controlling
Control loss occurs when behavior and work procedures merely meet minimally acceptable standards rather than exceeding those minimal standards.
False
____ allows a trucking company not only to compare its safety performance with other companies but to also adopt those practices found to be superior.
Benchmarking
A large university library has decided to make it nearly impossible for all but the most renowned Civil War experts to access their Civil War collection. The librarian in charge of this collection feels that this new policy will adversely influence the use of the collection in research on the experiences of everyday people during the war. This is an example of the use of control creating ____.
suboptimization
Economic value added (EVA) is so important because it ____.
makes managers at all levels pay much closer attention to how they run their segment of the business
Quality is typically defined and measured in three ways. They are ____.
excellence, value, and conformance to expectations
Control loss usually has no effect on goal achievement.
False
____ control is a method of gathering information about performance deficiencies before they occur.
Feedforward
A sales manager requires each member of his sales force to make three calls per day on current customers, to call on two potential customers every week, and to sell a minimum of $10,000 worth of merchandise weekly. Which of the following control methods does this indicate the sales manager is using?
Objective
Caterpillar announced plans to cut its production of construction equipment due to forecasted increases in steel prices. By discovering the problem with product inputs and letting customers know that its output will fall short, Caterpillar used ____ controls.
feedforward
An organization that relies heavily on ____ controls is likely to be highly resistant to change and slow to respond to customers and competitors.
bureaucratic
____ 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.
normative control
According to the text, which of the following levels produces the greatest minimization of waste?
waste prevention and reduction
McDonald’s fast-food restaurants have a well-designed training program for all new employees. Each new employee is supposed to learn how to perform standardized tasks. Due to labor shortages in some areas, these new employees begin work as soon as they are hired and do not receive any off-the-job training. This nonconformity to standards creates ____.
control loss
A company makes only one product. The company is carefully evaluating what it learned in becoming such a success to see if it could use the same strategy to expand internationally. Which perspective of the Balanced Scorecard is this manufacturer emphasizing?
innovation and learning perspective
Refer to Walgreens. If you managed a pharmacy chain that was trying to compete with Walgreen’s, you should use ____ to determine ways to improve business efficiency
benchmarking
Control is achieved when behavior and work procedures conform to set standards and that the company goals are accomplished.
True
Ironically, ____ control may lead to even more pressure for workers to conform to expectations than ____ control.
concertive; bureaucratic
Implementing controls is always worthwhile.
false
A chain of specialty fashion stores has interviewed a sample of its female customers and learned that a customer can be expected to visit the store looking for new merchandise on average every two weeks. The chain of stores was able to set this standard through ____.
listening to customers
One of the advantages the Balanced Scorecard has over traditional control processes that rely solely on financial measures is that it ____.
minimizes the chances of suboptimization
____ control regulates workers’ actions and routines on the job, while ____ control measures the results of their efforts.
Behavior; output
____ occurs when performance improvement is attained in one part of an organization but only at the expense of decreased performance in another part.
Suboptimization
The basic control process of business begins with ____.
the establishment of clear standards of performance
____ allows a trucking company not only to compare its safety performance with other companies but to also adopt those practices found to be superior.
Benchmarking
Process modification, material/product substitution, and ____ are the three strategies used for waste prevention and reduction.
good housekeeping

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