BMGT 1327 - PRINCIPLES OF MANAGEMENT - CH 16 ASSIGNMENT

2. PDCA Cycle Deming suggested that organizations could improve quality if they acted on the basis of hard data. The process used to do this has become known as the PDCA cycle. This activity is important because managers' knowledge of these steps can enhance their ability to enact total quality management (TQM) in their organizations in the interest of continuous improvement. The goal of this activity is to challenge your knowledge of the PDCA cycle. Match each description with the corresponding stage of the PDCA Cycle. 1. Check 2. Act 3. Do 4. Plan Match each of the options above to the items below. · Bahira reviews last year's reports in order to work on ideas for new techniques and methods. · Marco gathers a group of his top employees to try out some new methods he would like to use. · Hong gathers some data shortly after implementing new methods. Valerie looks over the data for performance so far this year.

· Bahira reviews last year's reports in order to work on ideas for new techniques and methods. 4. PLAN · Marco gathers a group of his top employees to try out some new methods he would like to use. 3. DO · Hong gathers some data shortly after implementing new methods. 1. CHECK Valerie looks over the data for performance so far this year. 2. ACT

19. How can Boeing's current product defect rate impact its balanced scorecard?

· It may impact its customer perspective—KLM and United may look to Airbus for future aircraft.

3. Steps in the Control Process Control is monitoring performance, comparing it with goals, and taking corrective action, if needed. The control process is comprised of four main steps: establish standards, measure performance, compare performance to standards, and take corrective action, if necessary. This activity is important because each of these steps is important to help managers effectively determine that the right things happen at the right time, in the right way, in their organizations. The goal of this activity is to challenge your knowledge of the steps in the control process. Select the appropriate step in the control process for each manager. 1. Aaliyah is the head of the customer experience division. She establishes the acceptable level of performance for her staff. 2. Jefferson is head of the parts department. He measures the actual number of defective parts to the standard number of defective parts. 3. Grace is head of accounting. She evaluates the cost management of divisional inventory by examining the cost per item purchased. 4. As an executive manager of the international sales division, Tristan examines the product sales reports and decides to take corrective action for negative performance. 5. Tahir manages the production department. He determines the number of products to be manufactured monthly and quarterly. 6. Xiu is the manager of the finance department. She determines the actual sales revenue by analyzing the number of products sold. 7. As the VP of Marketing, Widad examines the latest advertising forecasts and determines that no changes are necessary to reach the desired outcome at her organization. 8. Mary supervises the quality control department. She compares the actual number of returned products to the desired number of returned products.

1. Establish standards 2. Compare performance to standard 3. Measure performance 4. Take corrective action 5. Establish standards 6. Measure performance 7. Take corrective action 8. Compare performance to standard

1. Types of Control There are three primary types of control: feedforward, concurrent, and feedback. This activity is important because good control systems—along with effective use of those systems—allow managers to better achieve organizational objectives. The goal of this activity is to test your knowledge of the three types of control. Read the short statements about the different types of control. Then, select the type of control that each statement best describes. 1. This type of control focuses on preventing potential future issues. 2. This type of control allows managers to take corrective action immediately if performance is not at the expected level. 3. One drawback of this type of control is that it often occurs too late. 4. Advances in word processing and GPS technology have enabled more widespread use of this type of control. 5. This type of control allows managers to evaluate employees' performance and then provide information that hopefully improves that performance in the future. 6. This type of control is used to establish new performance standards that help workers avoid roadblocks before they even begin a project.

1. Feedforward control 2. Concurrent control 3. Feedback control 4. Concurrent control 5. Feedback control 6. Feedforward control

4. The Balanced Scorecard Managers today need to look past traditional viewpoints in determining the success of their company's strategy. One way to do this is to use what is known as the balanced scorecard. This approach involves looking past just one measure and instead taking a comprehensive view of the organization. This activity is important because the balanced scorecard give managers a quick and comprehensive view of organizational performance. The goal of this activity is to challenge your knowledge of the four perspectives in the balanced scorecard. For each item, select the balanced scorecard perspective that the item represents. 1. "At what must we excel?" 2. "How do we look to shareholders?" 3. "Can we continue to improve and create value?" 4. "How do customers see us?" 5. The goal of this perspective would be an increase in sales and could be measured by looking at annual sales figures. 6. A goal of this perspective would focus on providing enhanced training opportunities for employees. It could be measured by looking at changes in the skill level of employees. 7. A goal of this perspective would concentrate on changes to the processes involved in production. It could be measured by using data from the ERP system to look into success levels of company processes. 8. A goal of this perspective would focus on the level of customer service. It could be measured by looking at the results of an online customer satisfaction survey.

1. Internal business perspective 2. Financial perspective 3. Innovation and learning perspective 4. Customer perspective 5. Financial perspective 6. Innovation and learning perspective 7. Internal business perspective 8. Customer perspective

8. Tips for Managing Your Career Many college students are more focused on getting a job after graduation than on planning for their careers. Even if you are not currently pursuing your dream job, successfully managing your career requires many career readiness competencies that employers are already looking for, including self-awareness, self-motivation, ownership/accepting responsibility, and openness to change. This activity is important because enhancing these skills will make you a more attractive job candidate in addition to increasing your ability to manage your career. The goal of this activity is to challenge your knowledge of tips for managing your career. For each person, select the tip for managing your career that the description best exemplifies. 1. Angèle breaks her workday into two main chunks. She reserves the first half of the day—the morning, when she is most productive—for activities that are time-consuming, complex, and don't produce any immediate gratification. She then spends the afternoons catching up on emails and other personally satisfying, albeit mindless, work tasks. 2. Darnell runs into the CEO of his company while attending a conference in another state. Darnell takes the rare one-on-one opportunity to tell the her about the success he and his team have had on a recent company project. 3. Wesley loves his current job. However, he still views every new project as an opportunity to gain valuable skills that will make him more marketable to other companies. 4. Esteban treats every interaction at work as a job interview. He wants his coworkers, subordinates, and supervisors to know that he is a dedicated, conscientious, and hard-working person. 5. Teresa is the VP of Human Resources at her company. Next week she is attending a training to bring her up to speed on the latest in medical marijuana legislation and how it will impact organizational policies in her state. 6. Luke thinks he is losing ground on the younger workers in his company because he continuously has to ask them for help with technology-related matters. Luke decides to enroll in some seminars on social media management so that he can update his skill set. 7. In her LinkedIn profile, Reena lists the major projects she has led successfully with her current employer. For each project, she notes the impact that the project had on the organization's financial performance. 8. Brandy is offered an interview for her dream job. She spends several days emailing back and forth with the interviewer's administrative assistant to get things set up. The assistant is impressed by his interactions with Brandy because she is prompt and respectful in her responses to him. He passes this information along to his boss. 9. Monique is quitting her job and moving to another state because her partner was offered a tremendous job there. Monique is excited about the opportunity to recharge and refocus her own career. 10. Khalil researches the norms for attire at each company he plans to interview with. This way he can be certain to dress according to specific organizational expectations.

1. Make every day count 2. Promote yourself 3. Roll with change and disruption 4. Make every day count 5. Stay informed and network 6. Stay informed and network 7. Promote yourself 8. Small things matter during interviews 9. Roll with change and disruption 10. Small things matter during interviews

6. Core TQM Principles Total quality management (TQM) is defined as a comprehensive approach dedicated to continuous quality improvement, training, and customer satisfaction. TQM is led by top management and supported throughout the organization. This activity is important because TQM requires hard work, and managers should understand its core principles in order to properly instill and support TQM in their organizations. The goal of this activity is to challenge your knowledge of core TQM principles. For each item, select the core TQM principle that its description best exemplifies. 1. Employees, suppliers, and customers are all entrusted with decision-making power. 2. The way to success in business is through continuous, small enhancements to products. 3. Is driven by strong support at the highest levels of the organization. 4. The focus is on creating the most value possible for customers. 5. Assumes that it is better to expend more resources getting something right the first time than to have to engage in costly repairs and reworking after the fact. 6. Executives and researchers at the corporate level frequently interact with front-line salespeople to garner information on customer and product issues.

1. People orientation 2. Improvement orientation 3. Improvement orientation 4. People orientation 5. Improvement orientation 6. People orientation

7. Using Artificial Intelligence to Control There are a multitude of ways in which Artificial Intelligence (AI) can benefit managers and organizations. One of these ways is by enhancing an organization's control functions. Specifically, AI can be used to reduce errors and defects, increase productivity, and enhance supply chain management. This activity is important because managers who understand how to properly implement AI toward these ends will be more effective in their roles. The goal of this activity is to test your understanding of the three AI activities related to internal business control. Read the statements regarding AI. Then, select the AI activity related to internal business control that the statement best represents. 1. AI helps managers to analyze processes, detect potential problems, and find solutions before major issues arise. 2. Managers can make quicker and more precise decisions by using AI to automate routine decision processes. 3. AI can greatly increase the efficiency with which products and components are sourced, shipped, and stored. 4. Applying AI in this way can improve manufacturing efficiency and prevent mishaps. 5. AI has the advantage of being able to grasp data patterns that are beyond human understanding. 6. Companies can use AI to provide more accurate information about production and delivery times.

1. Reducing errors and defects 2. Increasing productivity 3. Enhancing supply chain management 4. Reducing errors and defects 5. Increasing productivity 6. Enhancing supply chain management

5. TQM Tools, Techniques, and Standards Thousands of organizations use TQM principles. The data strongly suggest that following these general principles fosters improved performance for organizations. This activity is important because managers should be familiar with the variety of tools and techniques available for improving quality in their organizations. The goal of this activity is to challenge your knowledge of TQM tools, techniques, and standards. Match each item to the TQM tool, technique, or standard that its description best represents. 1. Reduced Cycle Time 2. ISO 9000 and ISO 14000 3. Outsourcing 4. Six Sigma and Lean Six Sigma 5. Statistical Process Control Match each of the options above to the items below. · Subcontracting project work to freelancers in the gig economy saves companies many employee-related expenses. · The goal of this technique is to improve performance by eliminating barriers, waste, and unnecessary steps. · Periodic random samples during production ensure that quality is maintained within a standard acceptable range. · Companies that use this technique are focused on improving quality and reducing waste to the point that errors nearly vanish. · Identifies standards for corporate environmental performance that can be audited by independent quality control experts.

· Subcontracting project work to freelancers in the gig economy saves companies many employee-related expenses. 3. OUTSOURCING · The goal of this technique is to improve performance by eliminating barriers, waste, and unnecessary steps. 1. REDUCED CYCLE TIME · Periodic random samples during production ensure that quality is maintained within a standard acceptable range. 5. STATISTICAL PROCESS CONTROL · Companies that use this technique are focused on improving quality and reducing waste to the point that errors nearly vanish. 4. SIX SIGMA AND LEAN SIX SIGMA · Identifies standards for corporate environmental performance that can be audited by independent quality control experts. 2.ISO 9000 AND ISO 14000

14. Amy and Mike seem to be advocating that control be ________ while Leo believes it should be ________.

· bureaucratic; decentralized

13. Amy asks Leo why he does not "have people on the line manually checking batteries as we go?" What type of control is Amy advocating for?

· concurrent

16. Based on the case, regulators are planning enhanced inspections of Boeing's production line during the manufacturing of the MAX. What type of control is this?

· concurrent

15. Which of the following core total quality management (TQM) principles is Leo exhibiting?

· continuous improvement · get every employee involved · use of accurate standards · listen to and learn from customers and employees · None of the answers are correct. *** None of the answers are correct.***

17. Boeing is looking to eliminate hundreds of quality-control inspectors—as a cost-cutting measure—while the company still has an unacceptable production defect rate. Based on what you've learned about the balanced scorecard, what two perspectives are directly conflicting in this situation?

· financial and internal business perspectives

20. Boeing's production team unintentionally left debris in fuel tanks and other interior spaces of almost half of undelivered MAX planes. This shows

· poor quality control.

9. Which of the following describes the purpose of managerial control?

· setting goals · arranging tasks around goals · assessing goal accomplishment · taking corrective action · All of these choices are correct. term-8 ***All of these choices are correct.***

18. Boeing's Process Monitoring System randomly audits a small percentage of jobs in certain categories to ensure there is a 95 percent production acceptability rate. What type of TQM tool is this?

· statistical process control

10. Sarah is a manager at a retail store that sells mobile devices. After reviewing the store's sales records over the past several months, she determines that the store needs to sell more devices to boost their sales. Accordingly, she tells employees that they will be expected to sell at least five phones per day and assesses the number of sales each employees make after a month has passed. Most employees met this requirement, but a few sold fewer than five phones per day. Sarah decides not to approach these underperforming employees for fear of being disliked. Which of the following steps in the control process did Sarah not take?

· taking corrective action

12. After comparing performance to standards, what is Leo not doing?

· taking corrective action

11. When a goal is not met, a manager should assume that

· the set goal was too ambitious or employees need to improve their performance.