Some control criteria, such as employee satisfaction, can be used for any management situation.
Indicate whether the statement is true or false.
Question 2Mark recommends that the managers at Statco should identify how and why performance has deviated beyond the acceptable range of variation, and then correct the source of the deviation. Here, Mark is recommending ________.
A) feedforward control
B) immediate corrective action
C) basic corrective action
D) concurrent control
Question 3Following a customer complaint, ABC Mfg. formed a problem solving team to find out why the system was producing unacceptable parts and make a recommendation to fix it. This is an example of ________.
A) delayed corrective action
B) immediate corrective action
C) basic corrective action
D) preventive corrective action
Question 4The goal for the sales team at the auto dealership was to sell one new car per day every day of the month. In August the team sold 33 cars. What should management do?
A) Nothing. The deviation is insignificant.
B) Revise the goal. If the team sold more than the goal, obviously the goal is too low
C) Wait. See if the performance is duplicated next month before taking any action.
D) Celebrate. Any achievement beyond the goal is deserving of a celebration.
Question 5The comparing step in the control process determines ________.
A) a company's relative position in the industry in terms of the standards used
B) a company's relative position in the industry in terms of performance variances
C) the variation between actual performance and an external benchmark from a noncompetitor
D) the variation between actual performance and the standard
Question 6Managers should use subjective measures when ________.
A) work activities cannot be expressed in quantifiable terms
B) work activities are critical to the organization
C) organizational processes and activities are complex
D) employee attitudes are at stake
Question 7For which of the following is a subjective measure most appropriate?
A) level of satisfaction of patient care in a hospital
B) degree of improvement in closing sales in a real estate brokerage
C) quality of a water supply
D) reduction of waste in a manufacturing process
Question 8________ corrects the problem at once to get performance back on track.
A) Basic corrective action
B) Immediate corrective action
C) Verbal feedback
D) Disciplinary action
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