Chapter 16 Smartbook
T/F: Smart manufacturing is achieved by instituting employee surveillance and monitoring.
False
T/F: Employee attitudes, turnover, organizational culture, and resource capabilities are typical metrics in the foundational perspective of the balanced scorecard approach.
True
Valerie looks over the data for performance so far this year
act
Hong gathers some data shortly after implementing new methods
check
Jefferson is head of the parts department. He measures the actual number of defective parts to the standard number of defective parts
compare performance to standard
Mary supervises the quality control department. She compares the actual number of returned products to the desired number of returned products
compare performance to standard
Some U.S. shale companies fit their machines with sensors that collect performance data in real time. What type of control does this represent?
concurrent
Threadless receives immediate customer feedback on specific promotions through online orders. What type of control does this represent?
concurrent
Advances in word processing and GPS technology have enabled more widespread use of this type of control
concurrent control
This type of control allows managers to take corrective action immediately if performance is not at the expected level
concurrent control
Amaia has been very careful to work with her team to finalize next year's goals. She has taken the process seriously and now wants to make sure that others do their part. Amaia is insisting that all employees follow instructions fully and completely. Amaia seems to be exhibiting the
controlling function because she is concerned with seeing that the right things happen at the right time
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
customer perspective
How do customers see us?
customer perspective
Marco gathers a group of his top employees to try out some new methods he would like to use
do
AI can greatly increase the efficiency with which products and components are sourced, shipped, and stored
enhancing supply chain management
Companies can use AI to provide more accurate information about production and delivery times
enhancing supply chain management
Aaliyah is the head of the customer experience division. She establishes the acceptable level of performance for her staff
establish standards
Tahir manages the production department. He determines the number of products to be manufactured monthly and quarterly
establish standards
T/F: Quality assurance programs have been successful in many manufacturing environments because they increase workers' autonomy over the work process.
false
One drawback of this type of control is that it often occurs too late
feedback control
This type of control allows managers to evaluate employees' performance and then provide information that hopefully improves that performance in the future
feedback control
This type of control focuses on preventing potential future issues
feedforward control
This type of control is used to establish new performance standards that help workers avoid roadblocks before they even begin a project
feedforward control
The oversupply of oil in world markets and the increase in interest rates primarily negatively impacted which perspective of U.S. shale's balanced scorecard?
financial
How do we look to shareholders?
financial perspective
The goal of this perspective would be an increase in sales and could be measured by looking at annual sales figures
financial perspective
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
improvement orientation
Is driven by strong support at the highest levels of the organization
improvement orientation
The way to success in business is through continuous, small enhancements to products
improvement orientation
Managers can make quicker and more precise decisions by using AI to automate routine decision processes
increasing productivity
AI has the advantage of being able to grasp data patterns that are beyond human understanding
increasing productivvity
Threadless sets an annual budget for the next year after the end of the current year's holiday season. The process includes reviewing the current budget and setting goals for the next year. The company then supplements the annual budget with forecasts. What type of budgeting does this resemble?
incremental
A company that works to create a culture that encourages rank-and-file employees to make suggestions, question the status quo, and also measure employee growth, is developing which perspective of the balanced scorecard?
innovation and learning perspective
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
innovation and learning perspective
Can we continue to improve and create value?
innovation and learning perspective
U.S. shale companies' use of technology such as AI, to make drilling more efficient, primarily supports the ______ perspective of the balanced scorecard.
internal business
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
internal business perspective
At what must we excel?
internal business perspective
Identifies standards for corporate environmental performance that can be audited by independent quality control experts
iso 9000 and iso 14000
________ focuses on problem solving and performance improvement, or speed with excellence, of a well-defined project.
lean six sigma
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
make everyday count
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
making every day count
Grace is head of accounting. She evaluates the cost management of divisional inventory by examining the cost per item purchased
measure performance
Xiu is the manager of the finance department. She determines the actual sales revenue by analyzing the number of products sold
measure performance
Subcontracting project work to freelancers in the gig economy saves companies many employee-related expenses
outsourcing
Employees, suppliers, and customers are all entrusted with decision-making power
people orientation
Executives and researchers at the corporate level frequently interact with front-line salespeople to garner information on customer and product issues
people orientation
The focus is on creating the most value possible for customers
people orientation
Bahira reviews last year's reports in order to work on ideas for new techniques and methods
plan
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
promote yourself
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
promote yourself
The case mentions that Saudi Arabia, for instance, is able to produce conventional oil for under $10 a barrel, making it more resilient during price slumps. With this in mind, the primary reason why U.S. shale companies need to utilize effective control measures is to
reduce costs
The goal of this technique is to improve performance by eliminating barriers, waste, and unnecessary steps
reduced cycle time
AI helps managers to analyze processes, detect potential problems, and find solutions before major issues arise
reducing errors and defects
Applying AI in this way can improve manufacturing efficiency and prevent mishaps
reducing errors and defects
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
roll with change and disruption
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
roll with change and disruption
Companies that use this technique are focused on improving quality and reducing waste to the point that errors nearly vanish
six sigma and lean
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
small things matter during interviews
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.
small things matter during interviews
Assume that a U.S. shale company partners with an oil refinery to take random samples of oil that's been produced in order to confirm adequate quality and proper viscosity. This would be an example of utilizing which TQM tool or technique?
statistical process control
Periodic random samples during production ensure that quality is maintained within a standard acceptable range
statistical process control
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
stay informed and network
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
stay informed and network
Managers use ________ to visualize how strategic goals relate to one another and to overall firm success.
strategic maps
Threadless switched to 100 percent on-demand printing, allowing vendors to print one shirt at a time (instead of bulk) and to send the shirt directly to customers. Threadless never has to actually touch the product, reducing its fixed costs. This is an effective way to manage the company's
supply chain
As an executive manager of the international sales division, Tristan examines the product sales reports and decides to take corrective action for negative performance
take corrective action
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
take corrective action
Assume that Jason Macatangay, the company's VP of Finance and Treasurer, changes the company to 100 percent on-demand printing, completely overhauling its supply chain so that performance will meet standards. What step in the control process would this represent?
take corrective action
T/F: Total quality management (TQM) is a comprehensive approach led by top management and supported throughout the organization that is dedicated to continuous quality improvement, training, and customer satisfaction.
true
