Ch 12
Performance reviews in an organization are usually conducted on a daily or weekly basis for long-term control decisions, and periodically throughout the year for short-term decisions and improvement. a. True b. False
False,
Organizations that share quality, customer satisfaction, and financial performance results with its employees and customers often exhibit poor performance in comparison with organizations which do not share such information. a. True b. False
False, better not poor
A good balanced scorecard contains only leading measures and indicators. a. True b. False
False, both not only, leading and lagging
A balanced scorecard greatly helps in identifying the real drivers of customer satisfaction. a. True b. False
False, interlinking not balanced scorecard
Data mining is the most effective method of establishing cause and effect relationship among variables. a. True b. False
False, interlinking not data mining
Google is one of the most prominent vendors for ERP software. a. True b. False
False, people soft not google
Compared to money, labor, and capital equipment, knowledge is always the easiest to manage. a. True b. False
False, probably not always and most difficult not easiest
Physical and financial assets have become more important than knowledge assets in many organizations. a. True b. False
False, switch knowledge and financial
The purpose of the balanced scorecard is "to translate strategy into measures that uniquely communicate your vision to the organization." a. True b. False
True
The quality of information can be improved by capturing data multiple times and as away from the origin of the data as possible a. True b. False
False
Which of the following perspectives of the balanced scorecard measures the ultimate results that the business provides to its shareholders? a. Financial perspective b. Internal perspective c. Innovation perspective d. Customer perspective
Financial perspective
A knowledge-enabled culture is created when an organization employs a system of aligned human resource policies, tactics, processes, and practices that ensure knowledge is created, captured, used, and reused to achieve superior organizational results as a sustainable advantage. a. True b. False
True
A useful approach to ensuring data reliability is for internal cross-functional teams or external auditors to conduct periodic audits of the processes used to collect the data. a. True b. False
True
Data accessibility empowers employees and encourages their participation in quality improvement efforts. a. True b. False
True
Interlinking is the term that describes the quantitative modeling of cause-and-effect relationships between performance measures, such as the customer satisfaction and product quality or employee performance. a. True b. False
True
Measurement reliability in manufacturing demands careful attention to metrology, the science of measurement. a. True b. False
True
The American Productivity and Quality Center (APQC) noted that executives have long felt frustrated by their inability to identify or transfer outstanding practices from one location or function to another. a. True b. False
True
The transfer of knowledge within organizations and the identification and sharing of best practices often set high-performing organizations apart from the rest. a. True b. False
True
_____ refers to an examination of facts and data to provide a basis for effective decisions. a. Analysis b. Data warehousing c. Interlinking d. Clustering
a. Analysis
Data _____ is the process of searching large databases to find hidden patterns in data. a. mining b. interlinking c. planning d. benchmarking
a. mining
The process in which locations, divisions and functions in an organizational structure focus on maximizing their own accomplishments and rewards was called _____ by Deming. a. suboptimization b. return on quality c. Interlinking d. lean production
a. suboptimization
Which of the following is most likely to be used to obtain comparative data? a. Interlinking approach b. Cluster analysis c. Benchmarking approach d. Cause-and-effect approach
c. Benchmarking approach
_____ data refer to industry averages, competitor performance, world-class benchmarks, or performance measures of other organizations with similar product offerings. a. Cross-functional b. Comparitive c. Reviewed d. Interlinked
b. Comparitive
_____ assets refer to the accumulated intellectual resources that an organization possesses, including information, ideas, learning, understanding, memory, insights, cognitive and technical skills, and capabilities. a. Personal b. Knowledge c. Strategical d. Deployment
b. Knowledge
Which of the following measures of the Baldrige criteria of performance measurement includes internal quality measurements, defect levels, service errors, and response times? a. Governance outcomes b. Product outcomes c. Market outcomes d. Financial outcomes
b. Product outcomes
To achieve a high level of performance excellence, an organization requires a much broader set of performance measures that are aligned to an organization's strategy; this became known as the: a. quality trilogy. b. balanced scorecard c. quincunx. d. Taguchi loss function.
b. balanced scorecard
In the context of managing information resources, the quality of information can be improved by: a. avoiding electronic data capture. b. placing accountability on the creators of data and information. c. using multiple databases whenever feasible. d. using as many intermediaries as possible to handle data.
b. placing accountability on the creators of data and information.
_____ of product and service performance and customer indicators is a critical management tool for defining and focusing on key quality and customer requirements, identifying product and service differentiators in the marketplace, and determining cause-effect relationships between product and service attributes and measures of customer satisfaction and loyalty. a. Regression analysis b. Benchmarking c. Correlation analysis d. Quincunx experimentation
c. Correlation analysis
_____ knowledge includes information stored in documents or other forms of media such as databases, policies and procedures, and technical drawings. a. Tacit b. Allusive c. Explicit d. Indirect
c. Explicit
Which of the following perspectives of the balanced scorecard includes intellectual assets, employee satisfaction, market innovation, and skills development? a. Financial and internal perspective b. Internal perspective c. Innovation and learning perspective d. Customer perspective
c. Innovation and learning perspective
_____ is the term that describes the quantitative modeling of cause-and-effect relationships between performance measures, such as the customer satisfaction and product quality or employee performance. a. Programming b. Mining c. Interlinking d. Enterprise resource planning
c. Interlinking
Which of the following perspectives of the balanced scorecard includes such measures as quality levels, productivity, cycle time, and cost? a. Innovation perspective b. Customer perspective c. Internal perspective d. Financial perspective
c. Internal perspective
_____ involves the process of identifying, capturing, organizing, and using knowledge assets to create and sustain competitive advantage. a. Knowledge mining b. Suboptimization c. Knowledge management d. Lean production
c. Knowledge management
Which of the following is true about the practical guidelines suggested by Mark Graham Brown for designing a performance measurement system? a. Concentrate on measuring a large number of trivial variables. b. Avoid changing and adjusting measures even if the environment and strategy changes. c. Measures should be based around the needs of customers, shareholders, and other key stakeholders. d. Measures should start at the bottom and flow up to all levels of top management in the organization.
c. Measures should be based around the needs of customers, shareholders, and other key stakeholders.
Which of the following organizations is one of the most prominent vendors of ERP software? a. STMocroelectronics b. Convergys c. Oracle d. Analog devices
c. Oracle
_____ involves the discovery, learning, creation, and reuse of knowledge that eventually becomes intellectual capital—knowledge that can be converted into value and profits. a. Knowledge costing b. Knowledge internationalization c. Rapid knowledge transfer d. Knowledge interlinking
c. Rapid knowledge transfer
_____ knowledge is information that is formed around intangible factors resulting from an organization's or individual's experience, and is content-specific. a. Lucid b. Definitive c. Tacit d. Explicit
c. Tacit
The ability to identify and transfer best practices within the organization is sometimes called _____. a. enterprise resource planning b. interlinking c. internal benchmarking d. data mining
c. internal benchmarking
_____ systems allow organizations to share databases in a networking environment and store and process key data in a unique database, and distribute it to a large group of users. a. Juran's quality trilogy b. Quincunx experimental c. The balanced scorecard d. Enterprise resource planning
d. Enterprise resource planning
Which of the following analytical approach or technology is most likely to be used for data mining? a. Histogram b. Pareto diagram c. Quincunx experiment d. Fuzzy logic
d. Fuzzy logic