Question 1

What source of information used to measure performance provides information that is NOT filtered through others?

Accepted Answer

A)  statistical reports
B)  oral reports
C)  personal observation
D)  standardised tests
E)  written reportsF) A) and E)
G) A) and D)

Question 2

In the control process, which step follows 'measuring actual performance'?

Accepted Answer

A)  comparing actual performance against a standard
B)  logging actual performance
C)  obtaining employee input to performance gaps
D)  checking performance measurement for reliability
E)  establishing standardsF) All of the above
G) A) and B)

Question 3

The service profit chain is the service sequence from employees to customers to profit.According to this concept, the company's strategy and service delivery system determines ________.

Accepted Answer

A)  how committed the firm is to its customers
B)  how the firm performs in the short run
C)  the company's national service rating index
D)  employee retention
E)  how employees service customersF) All of the above
G) A) and E)

Question 4

What information source used to measure performance has the disadvantages of being subject to personal bias and consuming a lot of time?

Accepted Answer

A)  written reports
B)  standardised tests
C)  personal observation
D)  statistical reports
E)  oral reportsF) None of the above
G) B) and D)

Question 5

All of the following control measures would come from statistical reports EXCEPT ________.

Accepted Answer

A)  percentage of market held
B)  average dollar per sale
C)  salespersons ability to put themselves in the customers shoes
D)  number of customer visits per salesperson
E)  number of customer impressions per advertising mediumF) A) and B)
G) C) and E)

Question 6

All of the following are considered examples of concurrent control measures used for deterring or reducing employee theft or fraud EXCEPT ________.

Accepted Answer

A)  use corporate hotlines for reporting incidences
B)  involving employees in writing policies
C)  set a good example
D)  install 'lockout' options on computers, telephones and email
E)  use video surveillance equipment if conditions warrantF) C) and D)
G) A) and D) B

Question 7

What is the final step in the control process?

Accepted Answer

A)  benchmarking standards with a competitor
B)  rewarding/punishing employee performance
C)  adjusting measurement standards
D)  re-engineering the process
E)  taking managerial actionF) A) and E)
G) B) and C)

Question 8

Electronic workplace monitoring in Australia is illegal.

Accepted Answer

A) True 
 B)False

Question 9

Concurrent control takes place after an activity has been completed.

Accepted Answer

A) True 
 B)False

Question 10

The easiest way to increase the ratio of outputs to inputs would be to ________.

Accepted Answer

A)  decrease the selling price of outputs
B)  increase the selling price of outputs
C)  decrease the amount of inputs
D)  increase the cost of the input
E)  hire additional employeesF) B) and E)
G) None of the above

Question 11

Managers measure and control organisation performance because it leads to ________.

Accepted Answer

A)  better asset management
B)  improved organisation knowledge
C)  better customer value
D)  both A and B
E)  all of the aboveF) A) and D)
G) A) and C)

Question 12

Which of the following is NOT mentioned in the textbook as a type of control?

Accepted Answer

A)  feedforward control
B)  concurrent control
C)  cross-sectional control
D)  feedback control
E)  both A and BF) B) and E)
G) D) and E) C

Question 13

The range of variation is the acceptable parameters of variance between actual performance and the ideal.

Accepted Answer

A) True 
 B)False

Question 14

Regarding the control process, what is measured is ________ than how we measure it.

Accepted Answer

A)  equally important
B)  much less important
C)  usually more important
D)  less important
E)  five times more importantF) None of the above
G) B) and D)

Question 15

________ is the overall output of goods or services produced divided by the inputs needed to generate that output.

Accepted Answer

A)  Factoring
B)  Forfeiting
C)  Correlation
D)  Productivity
E)  Output indexF) C) and E)
G) A) and B)

Question 16

The key to feedback control is taking managerial action before a problem occurs.

Accepted Answer

A) True 
 B)False  False

Question 17

Which of the following is NOT an example of what can be measured in the control process?

Accepted Answer

A)  personal observation
B)  defects
C)  absenteeism
D)  employee satisfaction
E)  turnoverF) A) and B)
G) A) and C)

Question 18

The control process is a three-step process that includes unfreezing the system, changing the system and refreezing the system.

Accepted Answer

A) True 
 B)False

Question 19

Controlling assures that goals and plans are on target.

Accepted Answer

A) True 
 B)False

Question 20

Basic corrective action is correcting an activity at once in order to get performance back on track.

Accepted Answer

A) True 
 B)False

Exam 10: Managerial Controls

What source of information used to measure performance provides information that is NOT filtered through others?

Correct AnswerverifiedShow Answer

In the control process, which step follows 'measuring actual performance'?

Correct AnswerverifiedShow Answer

The service profit chain is the service sequence from employees to customers to profit.According to this concept, the company's strategy and service delivery system determines ________.

Correct AnswerverifiedShow Answer

What information source used to measure performance has the disadvantages of being subject to personal bias and consuming a lot of time?

Correct AnswerverifiedShow Answer

All of the following control measures would come from statistical reports EXCEPT ________.

Correct AnswerverifiedShow Answer

All of the following are considered examples of concurrent control measures used for deterring or reducing employee theft or fraud EXCEPT ________.

Correct AnswerverifiedB

What is the final step in the control process?

Correct AnswerverifiedShow Answer

Electronic workplace monitoring in Australia is illegal.

Correct AnswerverifiedShow Answer

Concurrent control takes place after an activity has been completed.

Correct AnswerverifiedShow Answer

The easiest way to increase the ratio of outputs to inputs would be to ________.

Correct AnswerverifiedShow Answer

Managers measure and control organisation performance because it leads to ________.

Correct AnswerverifiedShow Answer

Which of the following is NOT mentioned in the textbook as a type of control?

Correct AnswerverifiedC

The range of variation is the acceptable parameters of variance between actual performance and the ideal.

Correct AnswerverifiedShow Answer

Regarding the control process, what is measured is ________ than how we measure it.

Correct AnswerverifiedShow Answer

________ is the overall output of goods or services produced divided by the inputs needed to generate that output.

Correct AnswerverifiedShow Answer

The key to feedback control is taking managerial action before a problem occurs.

Correct AnswerverifiedFalse

Which of the following is NOT an example of what can be measured in the control process?

Correct AnswerverifiedShow Answer

The control process is a three-step process that includes unfreezing the system, changing the system and refreezing the system.

Correct AnswerverifiedShow Answer

Controlling assures that goals and plans are on target.

Correct AnswerverifiedShow Answer

Basic corrective action is correcting an activity at once in order to get performance back on track.

Correct AnswerverifiedShow Answer

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B

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C

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False

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