PM Chapter 14: Flashcards and Quiz on Deming's Ideas

Questions and Answers

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

Controlling

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

To detect opportunities (correct)

To reduce costs and increase productivity (correct)

To adapt to change and uncertainty (correct)

To discover errors and irregularities (correct)

Sonja is a barista. Her manager has been hearing reports that Sonja's lattes taste like the milk is burned. What type of control is this an example of?

Feedback

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

strategic Signup and view all the answers

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

Controlling Signup and view all the answers

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

Monitoring the use of the conference room Signup and view all the answers

A web retailer has received several negative social media reviews due to missed shipments. What reason for why control is needed does this best demonstrate?

Discover irregularities and errors Signup and view all the answers

Place the four steps of the control process in their typical order: , , , .

Establish Standards, Measure Performance, Compare Performance to Standards, Take Corrective actions Signup and view all the answers

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

It is a significant cost for companies. Signup and view all the answers

What is the focus of feedforward control?

Preventing future problems Signup and view all the answers

What is the focus of concurrent control?

Collecting performance information in real time Signup and view all the answers

What is the focus of feedback control?

Collecting performance information after a task or project is complete Signup and view all the answers

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

dashboard Signup and view all the answers

Which level of management is typically responsible for strategic control?

Top managers Signup and view all the answers

What are the indicators that make up the balanced scorecard?

Customer satisfaction, Internal processes, Financial measures, Innovation and improvement activities Signup and view all the answers

An office park installs security cameras in the parking lot for tenant safety. This is an example of the ______ area of control.

Physical Signup and view all the answers

A visual representation of the four perspectives of the balanced scorecard is called a ______.

strategy map Signup and view all the answers

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

Supply Chain Signup and view all the answers

Like an instrument panel in a vehicle, a(n) ______ displays easy-to-read graphics on critical information.

dashboard Signup and view all the answers

The ______ approach gives upper management a quick view of the organization via four indicators.

balanced scorecard Signup and view all the answers

As a property manager, Alisha develops a projection of costs for the next 12 months. She has prepared a(n) ______.

budget Signup and view all the answers

A _______ map is a visual representation of the four perspectives of the balanced scorecard.

Strategy Signup and view all the answers

A summary of an organization's financial status such as a balance sheet is called a ______.

financial statement Signup and view all the answers

The two types of audits are ______.

external and internal Signup and view all the answers

A(n) ______ is a formal financial projection that states an organization's planned activities.

Budget Signup and view all the answers

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

Deming management Signup and view all the answers

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

Balance sheet Signup and view all the answers

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

continuous quality improvement Signup and view all the answers

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

An audit Signup and view all the answers

In the service industry, customer satisfaction is often based on perception.

True Signup and view all the answers

Halimax has been hired for security at major events. This is an example of ______.

outsourcing Signup and view all the answers

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

less wasteful Signup and view all the answers

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

True Signup and view all the answers

Which approach is dedicated to continuous quality improvement, training, and customer satisfaction?

Total quality management Signup and view all the answers

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

perception Signup and view all the answers

What characterizes a successful control system?

Realistic and positive Signup and view all the answers

What are key inhibitors to implementing TQM successfully?

The inability to develop a culture of quality, The failure to provide evidence supporting previous improvement activities Signup and view all the answers

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

Too little employee participation in planning Signup and view all the answers

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

Enterprise resource planning software systems Signup and view all the answers

How can benchmarking be used to help increase productivity?

By comparing your performance against that of colleagues, By comparing a business in one industry against a world-class performer in another, By comparing a company against its rivals Signup and view all the answers

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

Individuals contribute to their productivity by applying their energy and motivation to work daily. Signup and view all the answers

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

Timely, accurate, and objective Signup and view all the answers

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

a successful control Signup and view all the answers

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

Best practices Signup and view all the answers

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

Irina works for a company that reimburses employees for work-related education courses. Signup and view all the answers

Study Notes

Controlling in Management

Controlling involves monitoring performance, comparing it with goals, and taking corrective action as necessary.
Reasons for control in organizations: adapt to change, discover errors, detect opportunities, reduce costs, and boost productivity.

Types of Control

Feedback control provides information after a task is completed, enabling performance improvement.
Strategic control is monitored by top managers to ensure plans align with organizational objectives.
Physical control can include monitoring assets, such as conference room usage or security measures.

Performance Control Process

Steps in the control process:
- Establish standards
- Measure performance
- Compare performance to standards
- Take corrective actions

Supply Chain Management

The supply chain includes the sequence of suppliers involved in creating and delivering a product.
It significantly impacts business operations and costs.

Balanced Scorecard

Indicators of the balanced scorecard: customer satisfaction, internal processes, financial measures, and innovation.
Strategy maps visually represent goals, linking employee roles to organizational objectives.

Budgeting and Financial Statements

A budget outlines planned financial activities over a specific period.
Financial statements serve as summaries of an organization’s financial status, including income statements and balance sheets.

Quality Management

Total Quality Management (TQM) emphasizes continuous quality improvement, training, and customer satisfaction.
A culture of continuous learning is essential for TQM success, with potential roadblocks including inadequate quality culture and lack of supporting evidence.

Productivity Management

Organizational and managerial roles: organizations shape the work environment, individuals apply energy and motivation, while managers influence productivity through their behavior.
Successful control systems are strategic, results-oriented, timely, accurate, and realistic.

Barriers to Effective Control

Common obstacles to control success: insufficient employee planning participation, excessive documentation, and an overly controlling environment.

Information Systems

Enterprise Resource Planning (ERP) systems integrate various business functions, optimizing overall efficiency.

Benchmarking

Benchmarking compares performance within an industry or against world-class performers to identify areas for improvement.

Best Practices

Best practices refer to guidelines or ideas that represent the most efficient course of action in business operations.

Individual Productivity

Supporting individual productivity can include reimbursement for education, enhancing engagement in the workplace.

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Test your knowledge on the controlling function of management with this set of flashcards. It covers key concepts like reasons for control in organizations and performance monitoring. Perfect for students studying management principles.

PM Chapter 14 Flashcards