chapter 16 mc_graw_hill study questions adding 11-16

a successful control

Overemphasis on one instead of multiple approaches, too much control, and too little employee participation are a few of the barriers to ______.

flexibility

Petra adjusts her management style based on the reaction of her employees to a project. She does not employ the same tactics every time. What approach to management is Petra using?

informational

Press releases and environmental impact reports are examples of controls in the ______ area.

external audit

A(n) ______ is a formal verification of an organization's financial accounts and statements made by outside experts who are certified public accountants (CPAs).

income statement

A(n) ______ summarizes an organization's financial results (revenues and expenses) over a specified period of time, such as a quarter or a year.

3rd

At the end of the year, Kavita compares each employee's performance to the standards that were set at the beginning of the year. Which step of the organizational control process does this exemplify?

Feedforward- Choice, Focuses on preventing future problems Focuses on preventing future problems Concurrent- Choice, Focuses on preventing future problems Focuses on preventing future problems Feedback- Focuses on collecting performance information after a task or project is complete

Match the type of control

4

Marci rewarded her team with a bonus when she found that their performance exceeded the standards she had set. Which step of the control process does giving the reward represent?

step 4

Marci rewarded her team with a bonus when she found that their performance exceeded the standards she had set. Which step of the control process does giving the reward represent?

planning- Setting goals and deciding how to achieve them organizing- Arranging people, tasks, and resources to accomplish wk leading- Motivating people to achieve organizational goals controlling-Monitoring performance, comparing it with goals, and taking corrective action as needed

Match the management function with its description

Step 1-The desired performance level for a given goal is established. Step 2-Actual performance is measured. Step 3-Measured performance is compared to established standards. Step 4-Corrective action is taken, if necessary.

Match the step in the control process with its description.

Certified public accountants

Multiple Choice Question Who would be responsible for an external audit of a firm's financial accounts and statements?

decentralized

The approach to organizational control that is characterized by informal and organic structural arrangements designed to increase employee commitment is ______ control.

innovation and learning

The balanced scorecard perspective that assesses whether or not the organization encourages employees to make suggestions and question the status quo is known as the ______ perspective.

expenses

The costs required to produce the goods or services of the organization are known as ______.

continuous quality improvement

The focus of total quality management (TQM) is ______, training, and customer satisfaction.

Total Quality Management

The four components of ______ are to make continuous improvement a priority, get every employee involved, listen to and learn from customers and employees, and use accurate standards to identify and eliminate problems.

enhance their individual performance

Businesses can increase productivity by encouraging managers and employees to use social media to ______.

liabilities

Debts or claims by suppliers and lenders against the assets of a company are classified as ______ on the company's balance sheet. Multiple choice question.

privacy

Gina was frustrated when her credit card company sold its customer list to a telemarketing firm. She was not happy that her personal information was released and felt it violated her _____.

outsourcing

Halimax has recently been hired by numerous city governments to handle security at major sporting events. The hiring of Halimax rather than relying on the city police force is an example of ______.

-To locate job candidates with specific skill sets -To post available job openings -To investigate potential employees' social media pages

How do hiring managers use online social media?

It helps prevent employees from posting inappropriate online comments that damage the company's reputation.

How does having a social media policy benefit a business?

Prevention

The key to protecting yourself against online security threats is ______.

Realistic and positive

A successful control system is which of the following?

decoding and interpreting verbal messages

Active listening is the process of ______.

Active

After a long session of studying for final exams, you turn to your best friends to tell them things you've learned, and they give you their full attention. Which type of listening style does this demonstrate?

Social Media

Cell-phone and Internet-based technologies that generate interactive dialog among members of a network are known as _____.

less wasteful

Deming management proposed ideas for making organizations more responsive, more democratic, and ______.

identity theft

Dianne found out that someone else was using her name and Social Security number to apply for credit cards and run up large amounts of debt. Dianne is a victim of ______.

Irina works for a company that reimburses employees for work-related education courses.

Fran and her friends are discussing their work situations. Which of them is in the best situation for increasing her individual productivity?

Investment in information technology

From 1995 to 2000, productivity grew at an annual rate of 2.5 percent. Which one of the following factors is thought to have produced that growth?

14 billion

How much money did US companies spend on leader ship coaching in 2016

understand

If you are able to empathize, you can ________ another person's feelings and thoughts.

dashboard

Like an instrument panel in a vehicle, a(n) ______ is a managerial report that displays easy-to-read graphics on critical information, such as sales, orders, costs, and shipments.

A successful control

Overemphasis on one instead of multiple approaches, too much control, and too little employee participation are a few of the barriers to ______.

interactive

Social media is used to generate ______ dialogue with members of a network

Defensive Communication -Aggressive, attacking, angry, passive, or withdrawing communication Nondefense Communication- Assertive, direct, and powerful communication

Match each description with the type of communication it exemplifies.

decreasing the steps in a work process

Reduced cycle time is the direct result of ______.

Measure Performance

Samira receives a written report every six months detailing the production outputs of the warehouse. These reports demonstrate which step in the control process?

-Customer service representatives -Sales associates -Cashiers

Select all that apply Except in unusual circumstances, which employees are usually NOT allowed to text at work? Multiple select question.

-Incremental budgeting -Zero base budgeting -The planning programming budgeting system

Select all that apply Historically, what are three budget-planning approaches that managers have used?

-By comparing a business in one industry against a world-class performer in another -By comparing your performance against that of colleagues -By comparing a company against its rivals

Select all that apply How can benchmarking be used to help increase productivity?

-Security breaches -Too many emails -Decreased privacy

Select all that apply Identify the disadvantages brought about by the digital age. (Check all that apply.)

-Pay particular attention to the spelling of people's names and titles. -Watch for auto-correct errors.

Select all that apply To avoid errors in writing, what precautions should be taken with every business communication?

-It is less expensive to do something right the first time. -It is better to make small improvements all the time.

Select all that apply What are assumptions made by continuous improvement orientation?

-They are taken periodically. -They are chosen randomly.

Select all that apply What are characteristics of the production-run samples used for statistical process control?

-The inability to develop a culture of quality -The failure to provide evidence supporting previous improvement activities

Select all that apply What are key inhibitors to implementing TQM successfully?

-Use accurate standards to identify and eliminate problems. -Make continuous improvement a priority. -Get every employee involved. -Listen to and learn from customers and employees.

Select all that apply What are the components of total quality management (TQM)?

-When employees are allowed to use social media -What consequences will be imposed on employees who fail to comply -Who is allowed to participate in social media at work

Select all that apply What is typically specified in a social media policy for a business?

-Sponsoring a competition with a cash prize for the team that suggests the best solution to a problem -Hiring temporary or contingent workers

Select all that apply What uses of crowdsourcing have been shown to be successful?

-Avoiding eye contact -Interrupting someone who is speaking -Mispronouncing a person's name

Select all that apply Which actions could be considered microaggressions if they happen repeatedly?

-Realistic, positive and understandable -Strategic and results oriented -Timely, accurate, and objective

Select all that apply Which of the following are characteristics of a successful control system?

-Remember that not every topic belongs on e-mail. -Treat all e-mail as confidential. -Reduce unnecessary e-mails that you receive.

Select all that apply Which of the following are recommended ways of handling communication via e-mail?

-Accounts receivable -Cash -Treasury bills

Select all that apply Which of the following assets would be categorized as current assets on a firm's balance sheet?

-Marketers should track the results. -The message should be surprising.

Select all that apply Which statements regarding social media strategies in business are true?

-State what you expect of your reader. -Use simple words, phrases, and sentences.

Select all that apply Which techniques are recommended for effective business writing?

-To relieve stress -To improve work-life balance

Select all that apply Why can it be beneficial for a company to allow employees some use of personal texting on the job?

-Network with others in your profession. -Stay informed. -Make every day count.

Select all that apply What are recommended actions for managing your career?

-Bad hygiene -Being rude to support staff -Checking your phone

Select all that apply What are small things in a job interview that many recruiters consider deal-breakers when hiring?

-Treat people as if they matter, because they do. -Fine-tune your people skills. -Learn how to develop leadership skills. -Encourage self-discovery and be realistic.

Select all that apply Which of the following are among the keys to managerial success?

-Overemphasis on paperwork -Too little employee participation in planning -Too much control

Select all that apply Which of the following are common barriers to a successful control system?

-Organizations contribute to individual productivity through the work environment they create. -Individuals contribute to their productivity by applying their energy and motivation to work daily. -Managers contribute to individual productivity through their behavior

Select all that apply Which of the following statements are true concerning the management of individual productivity?

-It causes employees to waste time instead of doing their jobs. -It exposes the company to computer viruses. -It uses up bandwidth.

Select all that apply Why is cyberloafing bad for business?

-Greater job satisfaction -Better communication among employees -Less employee turnover

Select all that apply How does access to social media tend to increase an organization's productivity?

-Respond quickly on the site -Require employees to follow the company's social media policy

Select all that apply How should a business respond to negative comments that customers or employees post about the company on social media sites?

-visionary -Emotional support -inspiring others

Select all that apply Which characteristics are asciotaed with leaders rather than managers

perception

Since service industries do not produce a tangible product, often customer satisfaction may be a matter of ______.

virtual teamwork

Social media allow a company's employees to collaborate with each other and with people outside the organization in a group effort called ______.

periodic random samples

Statistical process control is a statistical technique that uses ______ from production runs to see if quality is being maintained within a standard range of acceptability.

Lean Sigma Six

The "speed with excellence" quality improvement approach that focuses on problem solving and performance improvement is ______.

ISO 14000

The ______ series extends the concept of ISO certification by identifying standards for environmental performance.

1,000,000

The acceptable threshold for quality defects according to Six Sigma standards is 3.4 defects per ______ products or procedures.

reduced productivity due to handling large volumes of e-mail

The digital era and social media have caused major problems for businesses, including security breaches and ______.

decentralized

The opposite of bureaucratic control is ______ control.

Privacy

The right of people not to reveal information about themselves is called _______

security

The system of safeguards for protecting information technology against disasters, system failures, and unauthorized access that results in damage or loss is called ______.

improvement

The two core principles of TQM are people orientation and ______ orientation.

True

True or false: One roadblock that can keep TQM from delivering its intended benefits is the failure to develop a culture of continuous learning.

False

True or false: The quality-control procedures outlined by ISO 9000 certification are based on the honor system that the company with the certification will carry out procedures as promised.

False

True or false: Effective listening is an innate skill; it cannot be learned.

False

True or false: Improvement orientation is based on the belief that performance gains are best achieved by replacing existing procedures.

True

True or false: In the service industry, customer satisfaction is often based on perception.

False

True or false: The use of email has peaked and it is expected that the number of email users worldwide will continue to steadily decrease.

False

True or false: Writing is NOT important for a career in management, because managers have administrative assistants who edit and correct their business correspondence.

Reduced cycle time

Using robots to paint products on a 24-hour basis rather than using humans, who require downtime for personal breaks, would result in ______.

Crowdsourcing

Using the Internet and social media to enlist a group outside the organization for help solving a problem is known as _____.

-The company's personnel must be competent in using technology. -The company must dedicate resources to the effort. -The company's customers must have social media skills.

What conditions must be present before a company's social media strategy will succeed?

Enterprise resource planning software systems

What increases productivity by using information systems to integrate virtually all aspects of a business?

Accessing the Internet at work for personal use

What is cyberloafing?

Outsourcing

What is defined as the subcontracting of services and operations to an outside vendor?

Talking or texting on a cell phone instead of focusing on people who are with you

What is phubbing?

Empathy

What is the ability to recognize and understand another person's feelings and thoughts?

Establish performance standards

What is the first step in the control process?

Continuous improvement

What is the name of the orientation of making ongoing, small, incremental improvements in all products, services, functional areas and work processes of an organization?

Best Practices

What is the term for the set of guidelines, ethics, or ideas that represent the most efficient or prudent course of action?

Enterprise resource planning software systems

What type of systems are information systems used to integrate virtually all aspects of a business?

Lean Six Sigma

Which method focuses on problem solving and the performance improvement—speed with excellence—of a well-defined product?

ISO 9000

Which of the following consists of quality-control procedures companies must install in all facets of their operations that can be audited by independent quality-control experts, or registrars?

An audit

Which of the following is a formal verification of an organization's financial and operational systems?

Improved quality leads to increased market share, prospects, and employment.

Which of the following is a principle of Deming management?

Six Sigma

Which of the following is a statistical analysis process that reduces defects in manufacturing and service-related processes and requires no more than 3.4 defects per million products or procedures?

It identifies standards for environmental performance.

Which of the following statements concerning the ISO 14000 series is true?

US productivity decreased over this period.

Which statement concerning U.S. productivity between the 1960s and 1995 is accurate?

Experienced managers

Who should respond to negative comments posted about a company on social media sites?

Defensive; nondefensive

_____ communication typically involves hostility, anger, or passivity, whereas _____ communication is assertive and direct.

Balanced Scorecard

The ______ approach gives upper management a quick but thorough view of the organization via four indicators: customer satisfaction, internal processes, innovation and improvement activities, and financial measures.

balanced scorecard

The ______ approach gives upper management a quick but thorough view of the organization via four indicators: customer satisfaction, internal processes, innovation and improvement activities, and financial measures.

financial

The ______ perspective of the balanced scorecard approach examines areas and activities in which the firm currently excels, what it must do to excel in the future, and the processes in which the firm must concentrate its efforts in order to continue to satisfy customers and shareholders.

internal business

The ______ perspective of the balanced scorecard approach examines areas and activities in which the firm currently excels, what it must do to excel in the future, and the processes in which the firm must concentrate its efforts in order to continue to satisfy customers and shareholders.

financial

The ______ perspective of the balanced scorecard asks the question, "How do we look to our shareholders?"

customer

The ______ perspective on the balanced scorecard approach focuses on the analysis of different types of customers, their level of satisfaction, and the processes used to deliver products and services to customers.

fixed

A(n) ______ budget is where resources are allocated on a single estimate of costs, also known as a static budget, and that budget amount cannot be adjusted over time.

dashboard

A(n) ______ in business management is a display of information, such as sales, orders, and costs, in easy-to-read graphics.

budget

A(n) ______ is a formal financial projection that states an organization's planned activities for a given period of time in quantitative terms.

strategy

A _______ map is a visual representation of the four perspectives of the balanced scorecard that enables managers to communicate their goals so that everyone in the company can understand how their jobs are linked to the overall objectives of the organization.

variable

A ________ budget can be adjusted over time to accommodate pertinent changes in the environment.

variable

A budget in which the allocation of resources fluctuates in proportion to different levels of activity during the budget period is known as a(n) ______ budget.

Human resources

A company institutes a policy requiring all employees involved in a workplace accident to submit to a mandatory drug test. This is an example of a control in the ______ area.

cultural

A company that values innovation and creativity establishes a reward system based on suggestions for improvement and patents. This is an example of a control in the ______ area.

income

A firm's ______ statement summarizes its financial results (revenues and expenses) over a specified period of time, such as a month, quarter or year.

cannot be adjusted over time

A fixed budget, also known as a static budget, has resources allocated on a single estimate of costs. That budget amount ______.

financial

A property manager for an office park is required to submit a monthly statement of income and expenses to the board of directors and report its performance to budget. This is an example of control in the ______ area.

financial statement

A summary of some aspect of an organization's financial status such as a balance sheet and an income statement is a ______.

Strategy map

A visual representation of the four perspectives of the balanced scorecard that enables managers to communicate their goals so that everyone in the company can understand how their jobs are linked to the overall objectives of the organization is called a ______.

Discover irregularities and errors

A web retailer has received several negative social media reviews over the past few weeks due to missed shipments of product. Which reason for why control is needed does this best demonstrate?

Deming

According to ______ management, managers should fix an organization's problems by improving its structure, culture, and work rules while treating employees well.

Physical

An office park installs security cameras in the parking lot to better ensure the safety of tenants and visitors. This is an example of the ______ area of control.

fixed

Assets not easily converted to cash, such as property, buildings, and equipment, are classified on a firm's balance sheet as ______ assets.

revenues

Assets resulting from the sale of goods and services are known as ______.

-Regulations -Rules -Formal Authority

Bureaucratic control is characterized by the use of which of the following to guide performance?

1-Establish Standards 2-Measure performance 3-Compare Performance and Standards 4-Take Corrective Action

Click and drag on elements in order Place the four steps of the control process in their typical order, from first (at the top) to last (at the bottom).

1- Plan desired and important changes based on observed data. 2- Implement the change or make a small-scale test. 3- Observe what happened after the change or during the test. 4- Act on lessons learned after studying results.

Click and drag on elements in order Place the steps in the PDCA cycle in order, with the first step at the top and the final step at the bottom.

The needs of the consumer

One principle of Deming management is that quality should be aimed at ______.

-assets -liabilities

Select all that apply The balance sheet summarizes a firm's:

-Balance sheet -Income statement

Select all that apply What are basic types of financial statements?

-Customer satisfaction -Financial measures -Innovation and improvement activities -Internal processes

Select all that apply What are the indicators that make up the balanced scorecard?

-Financial measures -Internal processes -Customer satisfaction -Innovation and improvement activities

Select all that apply What are the indicators that make up the balanced scorecard?

-Make no changes -Recognize and reinforce positive performance -Take action to correct negative performance

Select all that apply Which of the following represent potential actions that a manager may take in the fourth step of the control process? (Check all that apply.)

-It is a significant cost for companies. -It is an important component of business and can impact company finances.

Select all that apply Which of the following statements about the supply chain are true?

controlling leading planning organizing

Select all that apply The four management functions are:

-To adapt to change and uncertainty -To detect opportunities -To reduce costs and increase productivity -To discover errors and irregularities

Select all that apply Which of the following are reasons why control is needed in an organization?

Feedback

Sonja is a barista. Her manager has been hearing reports that Sonja's lattes taste like the milk is burned. Her manager talks to Sonja about these reports and shows her some tricks for steaming the milk to the correct temperature. This is an example of which type of control?

Strategic

The level of control in which top managers monitor performance to ensure that plans are being implemented and take necessary corrective action is known as ______ control.

budget

The point of a ________ is to provide a yardstick against which managers can judge how well they are controlling monetary expenditures.

Supply Chain

The sequence of suppliers that contribute to creating and delivering a product is known as the ______.

incremental

The traditional form of budgeting that is currently the most commonly used approach is ______ budgeting.

People; improvement

The two core principles of TQM are ______ orientation and ______ orientation.

external and internal

The two types of audits are ______.

True

True or false: PDCA stands for the plan, do, check, and act cycle for using observed data for continuous improvement of operations.

incremental

Using the previous budget as a starting point and making adjustments to the funds allocated to each expense category is the budgeting approach known as ______ budgeting.

internal audit

Verification of a firm's financial accounts and statements by the organization's own professional staff is a(n) ______.

Establish performance standards.

What is the first step of the control process?

Continuous

What type of improvement is defined as ongoing small, incremental improvements in all parts of an organization?

Control Standard

When Jensen asked his boss, "How many books do we want to sell by November?" he was trying to establish a(n) ______.

bureaucratic

When managers control employee behavior by use of rules, regulations, and formal authority, they are exercising ______ control.

Total Quality Management

Which approach is a comprehensive approach, led by top management and supported throughout the organization, and dedicated to continuous quality improvement, training, and customer satisfaction?

The internal business perspective

Which balanced scorecard perspective asks the question, "At what must we excel?"

The customer perspective

Which balanced scorecard perspective asks the question, "How do customers see us?"

First-Line managers

Which level of management is typically responsible for operational control?

Top Managers

Which level of management is typically responsible for strategic control?

Middle managers

Which level of management is typically responsible for tactical control?

Controlling

Which management function is involved with monitoring performance, comparing it with goals, and taking corrective action as needed?

Liabilities

Which of the following are claims, or debts, by suppliers, lenders, and other nonowners of the organization against a company's assets?

Using organizational norms to influence performance

Which of the following best describes the cultural area of control?

Monitoring the use of the conference room

Which of the following is an example of a physical area of control?

An assessment of money owed to suppliers

Which of the following is an example of the financial area of control?

Performance Appraisals

Which of the following is an example of the human resources area of control?

Production Schedules

Which of the following is an example of the informational area of control?

Measure Performance

Which of the following is the second step of the control process?

innovation and learning perspective

Which perspective in the balanced scorecard approach addresses how the organization can continue to improve?

Deming Management

Which philosophy proposed ideas for making organizations more responsive, more democratic, and less wasteful?

Balance Sheet

Which report summarizes the overall financial worth of an organization, such as assets and liabilities, at a specific point in time?

incremental

Which type of budgeting allocates increased or decreased funds to a department by using the last budget period as a reference point?

Tactical control

Which type of control involves monitoring performance to ensure that plans at the divisional and/or departmental level are being implemented and taking corrective action as needed?

Operational control

Which type of control involves monitoring performance to ensure that short-term plans and daily goals are being achieved and taking corrective action as needed?

The firm's own professional staff

Who is generally responsible for an internal audit of the organization's financial accounts and statements?

management by exception

Within the third step of the control process, ______ is a principle that states that managers should be informed of a situation only if data show a significant deviation from standards

controlling

he purpose of ______ is to monitor performance and take corrective action as needed to ensure that objectives are met.