Chapter 14 & 15

Which of the following characteristics relates to statistical process control (SPC)?

A form of screening control that employs "control charts" to continuously track performance variation over time

Which of the following is concerned with the intermediate and long-term control of acquisitions such as plants and equipment?

Capital budgeting

What name is given to the medium or method used to transmit the intended information and meaning (such as leaving an email or telling a person face to face)?

Channel

What is meant by upward communication?

Communication flowing from lower to higher levels of the organization, such as progress reports, suggestions, inquiries, and grievances

Which of the following monitors the firm's outputs, the results of the transformation process?

Feedback (or post-action) control

What are budgets?

Formal, written plans for future operations in financial terms

Which of the following refers to the exchange of information among individuals on the same organizational level, either across or within departments?

Horizontal communication

Which of the following is NOT one of the four levels of listening and four levels of related responses?

Inactive listening and nonresponding

What shows the profitability of an organization over a period of time—a month, a quarter, or a year—and helps managers focus on the organization's overall revenues and the costs incurred in generating those revenues?

Income statement

An introverted person who refuses to communicate face-to-face and who relies exclusively on written communications presents what type of personal barrier to effective communication?

Individual characteristics

Which of the following is an advantage of management control?

Limits magnification of errors

What term describes the regulation of one or more individual operating systems within an organization?

Operations control

Which of the following is an example of upward communication?

Progress reports

Which of the following is an example of a personal barrier to effective communication?

Semantics

The characteristics of bureaucratic control include which of the following?

Strict administration of policies

What is meant by perception?

The process through which we receive, filter, organize, interpret, and attach meaning to information taken in from the environment

Nonverbal communications often tell us what about the sender?

The sender's emotional state

Which of the following best describes a gossip chain?

The spreading of information by one person to many others

Which of the following characteristics relates to downward communication?

The traditional flow of information from upper organizational levels to lower levels, such as job directions, assignment of tasks, performance feedback, and information concerning the organization's goals

Hierarchical control that attempts to control the firm's functioning through formal, mechanistic structural arrangements is also known as

bureaucratic control.

A budgeting method that is concerned with the intermediate and long-term control of plant and equipment acquisition is

capital budgeting.

When there is a discrepancy between actual performance and the performance standard, and when managers suspect that environmental standards resulted in unrealistic expectations, the managers will have reason to

change the standard.

Indicators that a control system is not operating effectively include all of the following EXCEPT

control standards have only been in place for a short time.

Companies have found that errors first detected by feedback control are costly in terms of all of the following EXCEPT the cost of

controlling initial product quality.

As organizations depart from traditional hierarchical structures and make use of matrix and other structures, there is increasing use of

diagonal communication.

The distinguishing characteristic of active listening as a communication process is that it requires

giving and receiving feedback about the message.

When an organization creates a task force or project team to develop a product or solve a problem, there will be a formal need for

horizontal communication.

You work 60 hours a week, attend 15 weekly meetings, read and respond to 40 emails a day, read five online newspapers, listen to eight weekly podcasts, do all the data processing for your company, and communicate daily with your spouse and three children. You likely suffer from

information overload.

The focus of preliminary control is on the

inputs to the good or service production process.

The richness of a communication channel is defined as

its ability to transmit information.

All of the following are good examples of a behavior required in active listening EXCEPT

looking away.

The major problem with downward communication, as it moves from one level to the next, is that

message content is unintentionally distorted or lost.

The method of budgeting that involves a degree of give and take between the various levels of management is

negotiated budgeting.

The focus of feedback control is

outputs.

Another name for feedback control is

post-action control.

A survey of your employees shows that they feel they do not understand your company's goals. You take two actions: (1) you implement an open-door policy at every level in your firm, and (2) you set up a weekly meeting where everyone can discuss company goals and other problems. You have

structured your organization for communication.

Comparing measured actual performance against established standards is the _____ step in the control process.

third