MGMT exam 5

A table showing the order frequencies as well as the average dollar value of the orders of different segments of a catalog retailer's market would be an example of ____.

information

___ is the process of ensuring that data are reliably and consistently retrievable in a usable format for authorized users, but no one else.

protecting information

____ control regulates workers' actions and routines on the job, while ____ control measures the results of their efforts.

Behavior; output

Which of the following statements about economic value added (EVA) is true?

EVA is the amount by which profits (after expenses) exceed the cost of capital in a given year.

Which of the following statements about productivity is true?

For companies, higher productivity can lead to lower costs.

When it comes to finances, the balanced scorecard focuses on one simple question. That question is ____.

How are we performing for our shareholders?

____ is a ticket-based system that indicates when to reorder inventory.

Kanban

Which of the following statements about knowledge is true?

Knowledge is the understanding that one gains from information.

Which of the following statements about normative control is true?

Normative control leads to an emphasis on very selective hiring.

Which of the following factors can help managers determine whether more or different control is worthwhile?

Regulation costs

A company expressing its ongoing commitment to continuous product improvement and premium quality products is committed to ____.

TQM

Continuous improvement is typically associated with ____.

a reduction in variation and higher customer satisfaction

Which of the following statements about firewalls is true?

a. Firewalls are a way to protect data. b. Firewalls can be in the form of hardware or software. c. Firewalls prevent unauthorized use of data. d. Firewalls sit between the computers in an internal organizational network and outside networks. (e. ) All of these statements about firewalls are true.

Unsupervised data mining is particularly good at identifying ____.

a. association or affinity patterns b. sequence patterns c. predictive patterns d. data clusters (e). all of these

According to the resource-based view of information technology, sustainable competitive advantage ____.

a. is difficult to create or acquire b. can be created by using information technology to continuously improve and support the core functions of a business c. differs across firms d. occurs when information technology adds value (e. ) is accurately described by all of these

The manual capture of information is ____.

a. slow b. expensive c. labor-intensive d. often inaccurate (e.) all of these

Companies may determine standards by ____.

a. benchmarking other companies b. implementing vertical loading c. using outsourcing d. taking corrective action (e.) doing all of these

Which of the following is a method managers can use to achieve control in their organizations?

a. bureaucratic b. self-control c. concertive d. normative (e). all of these

By examining checkout data, supermarkets have learned that people who are buying beer often also buy a bag of salty snacks. The use of data mining led to the discovery of a(n) ____ pattern.

affinity

Unsupervised data mining can be used to recognize ____ patterns.

affinity, sequence, and predictive

A decision support system (DSS) ____.

allows managers to better understand a problem and its potential solutions

____ refers to a manufacturing operation that divides manufacturing processes into separate parts or modules that are combined to create semi-customized products.

assemble-to-order

Two critical steps are required to make sure that data can be accessed by authorized users and no one else. They are ____.

authentication and authorization

The two types of objective controls managers use are ____.

behavior and output

When Marriott decided to improve the quality of service offered to customers, it asked special corporate guests to comment on the good and bad issues of their stay and also to tell what the competition is doing that is better than Marriott. The Marriott acted accordingly. In other words, it used ____.

benchmarking

Marriott's top management decided that there was need for a serious effort to "put democracy back in the company" and make employees feel "involved in the success of the company." Employees asked special corporate guests to comment on the good and bad issues of their stay and also to tell what the competition is doing that is better than Marriott. Then the employees acted accordingly. Marriott adopted ____ control.

concertive

Instead of individual sales people calling on its business customers, Cedartree Tech uses sales teams. The sales team is given complete responsibility for developing long-term partnering relationships with each customer. What kind of control would the company's sales managers most likely approve?

concertive control

____ is the regulatory process of establishing standards that will achieve organizational goals, comparing actual performance to those standards, and then, if necessary, taking corrective action to restore performance to those standards.

control

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 developed a(n) ____ to allow its more than 50 department heads and executive managers to use a Web browser to view sales results and distribution plans with a single click..

corporate portal

According to the TQM strategy, what should be a company's primary goal?

customer focus and satisfaction

The Food and Drug Administration (FDA) could use data it has collected from millions of suspected drug-related adverse event reports and other electronic medical information to identify a pattern of adverse drug events in a specific population. This data collected by the FDA would be held in a(n) ____.

data warehouses

____ is the process of ensuring that data are reliably and consistently retrievable in a usable format for authorized users, but no one else.

decryption

A company that embroiders t-shirts, uses 15,000 plain t-shirts annually. The optimal order quantity is 500 shirts. The company embroiders approximately 150 shirts daily. Using the ____ calculations, the company knows it should place an order approximately every 3 days.

economic order quantity

Companies relying on a trucking company providing just-in-time (JIT) transportation would _____?

expect the chemical and dry bulk products to be delivered as they are needed by the production line

A system that is designed to manage farm field irrigation and farming pest management decisions, based on 20 years of scientific research and data then advise farmers how much to irrigate and when to check soil temperatures is called a(n) _______.

expert systems

Just a teaspoon too much or too little of a single ingredient can turn a great cake into a mediocre cake. The ability to know just how much to add, how long to stir, and how the cake should smell when it is cooked is a skill that a long-time baker would have. Through the use of ____, others can capture this specialized knowledge.

expert systems

____ control is a method of gathering information about performance deficiencies after they occur.

feedback

____ control is a method of gathering information about performance deficiencies before they occur.

feedforward

Understanding that consumers wanted clean, convenient food when they were away from home was the information the first fast food restaurant founder used to ____.

first-mover advantage

The balanced scorecard approach to control ____

forces managers at each level of the company to set specific goals and measure performance in each of four areas

The balanced scorecard approach to control ____.

forces managers at each level of the company to set specific goals and measure performance in each of four areas

Process modification, material/product substitution, and ____ are the three strategies used for waste prevention and reduction.

good housekeeping

Unlike an executive information system, a decision support system (DSS) ____.

helps managers understand problems and potential solutions by acquiring and analyzing information with sophisticated models

The first step in the service-profit chain is the establishment of ____.

internal service quality

ISO 14000 ____.

is a series of international standards for managing, monitoring, and minimizing an organization's harmful effect on the environment

The highest degree of processing occurs in ____ operations.

make-to-order

The lowest degree of processing occurs in ____ operations, where a company orders parts and assembles standardized products before receiving customer orders.

make-to-stock

Which of the following types of operations are most dependent on the accuracy of sales forecasts?

make-to-stock

The two basic methods of capturing information are ____.

manual and electric

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

In the traditional control systems used at most companies, ____ measures are used to assess performance.

objective

Normative controls should be used when ____.

organizational culture, values, and beliefs are strong

Which of the following is NOT one of the four perspectives measured in the balanced scorecard approach to control?

policies and procedures perspective

Pages listing all of the felony crimes perpetrated in a given city during the last decade would be an example of ____.

raw data

In terms of the characteristics of service quality, a major newspaper is said to be ____ if it provides news of interest to its readers consistently at the same time and place daily.

reliable

A manager has instructed Ralph and his fellow workers to develop a daily theme such as patience, empathy, and kindness. Each day, the workers are to try to emphasize the theme as they work with customers, suppliers, and each other. What kind of a control system is Ralph's manager using?

self-control

Baseball management discovered that its sales increased by almost 100 percent in those seasons when it held an open house prior to the opening game and allowed people to see the box seats and examine the view of the stadium from those seats. In terms of data mining, the management discovered a(n) ____ pattern.

sequence

This is a description of what happened to a patron at Royal Mail (the United Kingdom's equivalent of the USPS). "In the 15 minutes I waited in line, during which I shuffled forward one yard and two places, I had ample opportunity to watch what the other three staff were doing. They were busy all right, but the main task was counting each stamp in their folders. In this vital work, two of the three were overseen by another member of staff. There was no eye contact with the waiting customers." Assuming this experience is typical, the Royal Mail needs to engage in ____.

service recovery

The easier it is to maintain a working product or fix a broken product, the more ____ that product appears.

serviceable

A report calling for a company to set clear targets to improve fuel economy and to cut factory emissions would want the company to establish emission control ____.

standards

exports. For this company, the 1998 exporting data provide a(n) ____.

standards

A company decided to reduce its inventory by lowering their prices. The plan to get rid of excessive inventory was so successful that the company found itself completely sold out in just a couple of days. In other words, The company experienced ____.

stockout

When a company emphasizes ____ as its quality goal, managers must simultaneously control excellence, price, durability, or other features of a product or service that customers strongly associate with it.

value

The three basic measures of inventory are inventory turnover, average aggregate inventory, and ____.

weeks of supply

Data clusters ____.

when three or more database elements occur together in a significant way