Chapter 19 Mindtap -- Incomplete

Candace mentions that she needs to make more time "to really coach her team." Investing more time in this management activity is an example of

Taking corrective action

If senior managers set budget targets for all the organization's units so the unit managers will have to work within those limits, which of the following approaches are they using?

Top-down budgeting

Sue says in the video that when a customer has a problem, that person should "come away knowing that we've done everything we could to address it." To you she adds, "However, it's hard for me to link customer service to metrics like market share, how many new customers we get, and financial performance. How can I make the connection?"

Use the balanced-scorecard approach to control.

In order to use organizational control to help the company meet its strategic objectives, managers make decisions about

Which standards and measures to use

This self-assessment indicates that organizations often face a clash between

efficiency and quality improvements

A company's debt ratio is one type of _____________ , providing information about how well supported its debt is by assets and whether it is a good or poor credit risk.

Leverage ratio

Employee satisfaction is a common ______________ performance measure.

learning and growth

The balanced scorecard method of control is designed to incorporate _________________ with traditional measures of financial performance.

operational measures

Managers who consider efficiency extremely important do all except

welcome small improvements

At a set time during the workweek, 6 to 12 members meet, identify problems, and try to find solutions. These members are free to collect data and take surveys. Many companies train people in team building and problem solving.

Quality circle

Several months after the telematics installation, three of your company's top drivers stop by your office. They raise concerns that the telematics are not collecting accurate data. At separate times, each of them has been written up as a result of information collected by the vehicle computers. Ted, who has worked for the company for 14 years says, "I was written up for not wearing my seat belt. I always wear my seat belt. My wife would kill me if I didn't!" As a manager, how would you handle this situation? Check all that apply.

-Agree to look into the matter and suspend all disciplinary action resulting from telematics information (Yes, just one answer)

As the CEO of a start-up recycling company, you are interested in benchmarking industry leaders. Recology CleanScapes uses open-book management. Which of the following would you expect to find in an analysis of Recology CleanScapes?

-Employees understand how their job performance impacts company results. -Employees believe that being more efficient benefits both the company and themselves.

In order for the deal to go through, you need to compare the owner's current assets and _____________ by looking at his _____________ . But because you also want to see the company's _________________ , or profit and loss, for a one-year period, you also ask to see his ________________.

-Liabilities -Balance sheet -Net income -Income statement

Which of the following items would be included in Arches & Arbors's assets?

-Lumber purchased for building arbors -Garden arches in stock

Which of the following factors is likely to have a negative impact on the success of a TQM program?

-Quality circle discussions do not include union leaders. -Management believes that TQM will solve all of the company's problems. -Managers expect to see dramatic innovations as a result of TQM.

Managers analyze __________________ to determine whether the organization is earning income as expected or exceeding or falling short of expectations. This budget does not show cash outlays.

A revenue budget

The U.S. Department of Labor has a Business Operations Center and within it are different departments, such as the Office of Worker Safety and Health and the Office of Small and Disadvantaged Business Utilization, each with its own manager. These organizational units are

Responsibility centers

Pfizer finds that the people of Morocco no longer suffer from blinding trachoma, indicating that Pfizer's donation of Zithromax® was effective in treating the disease.

Compare performance and standards

Managers are performing this function when they compare actual performance to goals and make adjustments if performance is falling short.

Organizational control

Which of the following behaviors are an example of a new manager preferring to manage within an environment which is driven by organizational regulation and control?

Believing that employees should always conform to company policy.

Carleton University in Canada reviewed the websites of 24 universities and visited four leading universities to learn how to improve its housing allocation services. Reductions in vacancy rates led to a $400,000 gross revenue increase.

Benchmarking

Sue wants her Bow Wow facility to be "the best in the Camp Bow Wow system." If she visited an award-winning boarding kennel in New York City and decided to implement its efficient check-in system, which takes dogs from parking lot to kennel in under three minutes, she would be

Benchmarking

Noting that the business environment has changed, Sue says in the video that customers expect more and the "level of our offerings has to match their expectations." She tells you that Bow Wow has been offering more grooming, training, and massage packages as well as smaller play groups for shy dogs and separate rooms for small dogs. "But how can I be sure these services are contributing to the bottom line?" she asks.

Calculating profitability ratios will indicate how much profit is generated from sales of different services.

At the Franklin Steel Products Plant in Franklin, Kentucky, employees from the Dana Corporation's Perfect Circle Products unit manufacture as many as 3,500 different part numbers, primarily for automakers Ford, General Motors, and DaimlerChrysler, as well as thousands of after-market products. Despite the high-volume, high-mix environment, Dana Franklin has maintained a 99% on-time delivery rate to customers since 2001. The philosophy here is that with each unit produced, with each hour, with each day and each week, the plant gets just a little bit better.

Continuous improvement

Monique can count on her employees to show up for work, and very few workers leave the company.

Decentralized Control

By building employees' commitment to the organization, providing intrinsic as well as extrinsic rewards, and allowing all employees to monitor product quality, managers are using

Decentralized control

As a new manager, Joey dislikes heavy organizational regulation and control because he believes employees are less innovative in such environments. Which of the following are examples of a company NOT having a strong organization regulation and control?

Employees are encouraged to list their work-related concerns on their organization's internal website, knowing they will not be reprimanded for doing so.

Geometrica designs and builds domes and space frames for large buildings. While the company had developed quality standards over time to respond to different client problems and training needs, it lacked a unified quality system, and its global client base wanted assurance that Geometrica met an established international standard for quality. Which of the following was an appropriate step for this company to take?

Establish and document a quality management system to comply with ISO 9000

Pfizer commits to providing enough Zithromax® to eliminate blinding trachoma by 2020.

Establish standards

To determine how well the company is performing with respect to targets, managers use which of the following?

Financial, safety, and customer service measures

Jay was recently hired as a human resource supervisor after he graduated from college. As he was going around his new company and introducing himself to the employees, he kept hearing similar concerns about the company. Specifically, employees indicated that the company was too policy driven, strict on rules, and people were doing only "their job" for fear of being written up for over-stepping into other areas of the company. Which of the following behaviors would reinforce what Jay has already heard about the company's strict approach to organizational control?

Hearing other managers consistently say "my employees should do what I just tell them to do and not waste my time with asking me questions."

Employees mostly feel indifferent toward their work and do only what they are told.

Hierarchal control

Managers tell employees what to do because employees are not seen as capable of solving problems themselves.

Hierarchal control

Which of the following questions is not a reason for continuous improvement?

If a method is working well, why change it?

Bank of America's _________________ provides information such as its interest expense, or the interest the bank paid depositors, and its interest income, or the interest it earned by investing deposits over a period of time. This document also states the bank's other revenues and expenses for the time period.

Income statement