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At Panther Lighting Fixtures,employees were asked how the quality of the company's customer service could best be measured,and management then implemented a survey system based on the feedback.The company has overcome which of the following barriers to success of control systems?


A) overemphasis on one instead of multiple approaches
B) overemphasis on paperwork
C) overemphasis on means instead of ends
D) too little employee participation
E) too much control

Correct Answer

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Which of the following is not a purpose of a manager?


A) plan
B) organize
C) lead
D) control
E) increase globalization

Correct Answer

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Which of the following is a primary function of management?


A) communicating
B) globalizing
C) cooperating
D) organizing
E) influencing

Correct Answer

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Managers can increase overall productivity by increasing the efficiency of all the following except


A) goals.
B) energy.
C) materials.
D) labor.
E) capital.

Correct Answer

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Which of the following is not a financial control?


A) budgets
B) financial statements
C) income statement
D) audits
E) ISO 14000

Correct Answer

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______ control is an approach to organizational control that is characterized by informal and organic structural arrangements.


A) Relational
B) Functional
C) Decentralized
D) Bureaucratic
E) Market

Correct Answer

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A sales forecast is an example of an organizational control from the _____ area.


A) informational
B) physical
C) human resources
D) financial
E) capital

Correct Answer

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Which of the following is part of Deming's PDCA cycle?


A) check
B) direct
C) apply
D) process
E) decide

Correct Answer

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Productivity is defined by the formula of outputs divided by inputs for a specified period of time.

Correct Answer

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Current assets,fixed assets,and liabilities are all part of an organization's


A) cash flow statement.
B) capital expenditures budget.
C) income statement.
D) expense budget.
E) balance sheet.

Correct Answer

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At Phoenix Instruments,Claudia pulls six samples an hour from an assembly line to examine them for quality defects.If she finds any,she makes adjustments to various pieces of equipment in her area.Claudia's job involves


A) feed-forward control.
B) benchmarking.
C) reduced cycle time.
D) statistical process control.
E) strategic control.

Correct Answer

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Some managers use _____,which provides four indicators with which organizations can set goals and measure performance.


A) a strategic map
B) the balanced scorecard
C) measurement management
D) a strategic scorecard
E) evidence-based management

Correct Answer

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Before the fall term began,professors at Hillview College were required to fill out numerous forms,including performance objectives,surveys,and lists of their summer contacts with prospective students.Many professors complained that their time would be better spent preparing for their courses.This situation is an example of which barrier to successful control?


A) overemphasis on paperwork
B) overemphasis on one instead of multiple approaches
C) too much control
D) overemphasis on means instead of ends
E) too much flexibility

Correct Answer

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Which of the following is not a perspective of the balanced scorecard?


A) internal business
B) external processes
C) financial
D) innovation and learning
E) customer

Correct Answer

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Installing quality-control procedures that can be audited by independent quality-control experts is fundamental to


A) ISO
9000.
B) restructuring.
C) reduced cycle time.
D) the RATER system.
E) statistical process control.

Correct Answer

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_____ is the amount of acceptable deviation from a standard,determined when the standard was established.


A) Span of exception
B) Breadth control
C) Range of variation
D) Benchmark
E) Zero-based control

Correct Answer

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Gina was recently promoted to facilities director at Wholesome Grains.Which of the following should she do immediately as she tries to improve productivity?


A) Use the established technology with which her employees are most familiar.
B) Rotate all personnel so that each has an opportunity to try something new.
C) Hire new employees such that they are similar to those already on the team.
D) Establish a system of measurement.
E) Cut costs.

Correct Answer

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Kara was required to take a word-processing test as part of her application for an executive assistant position.This control is part of the ______ area.


A) structural
B) physical
C) financial
D) informational
E) human resources

Correct Answer

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At UPS,delivery ______ vary according to whether a route is urban,suburban,or rural in nature,because conditions vary in each type of route.


A) RATER scales
B) standards
C) ratio analyses
D) PDCA cycles
E) strategy maps

Correct Answer

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Techniques for improving quality include all of the following except


A) Six Sigma.
B) outsourcing.
C) reduced cycle time.
D) statistical process control.
E) market share.

Correct Answer

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