Deck 12: Measurement and Knowledge Management for Performance Excellence

Question 1

Financial measures of performance measurement in the Baldrige criteria are generally tracked by senior leadership to gauge overall organizational performance and are often used to determine incentive compensation for senior executives.

Answer 1

True

Question 2

Data mining is the most effective method of establishing cause-and-effect relationship among variables.

Answer 2

False

Question 3

An organization must align its performance measurement system to its vision and strategy and select meaningful measurements.

Answer 3

True

Question 4

Setting targets for each performance measure provides the basis for strategy deployment.

Question 5

Measurement reliability in manufacturing demands careful attention to metrology,the science of measurement.

Question 6

A good balanced scorecard contains only leading measures and indicators.

Question 7

An emphasis on machine utilization in an organization encourages having fewer,but larger,general-purpose machines,which results in increased inventory and throughput time.

Question 8

A balanced scorecard greatly helps in identifying the real drivers of customer satisfaction.

Question 9

Oracle is one of the most prominent vendors for ERP software.

Question 10

The purpose of the balanced scorecard is "to translate strategy into measures that uniquely communicate your vision to the organization."

Question 11

Leading organizations continually improve their performance measurement systems,staying abreast of new techniques.

Question 12

Leading indicators of a balanced scorecard represent long-term results.

Question 13

Performance reviews in an organization are usually conducted on a daily or weekly basis for long-term control decisions,and periodically throughout the year for short-term decisions and improvement.

Question 14

A useful approach to ensuring data reliability is for internal cross-functional teams or external auditors to conduct periodic audits of the processes used to collect the data.

Question 15

Confidentiality and security are critical in managing data,particularly with the increasing use of electronic data transfer.

Question 16

Organizations that share quality,customer satisfaction,and financial performance results with its employees and customers often exhibit poor performance in comparison with organizations which do not share such information.

Question 17

Data accessibility empowers employees and encourages their participation in quality improvement efforts.

Question 18

Interlinking is the term that describes the quantitative modeling of cause-and-effect relationships between performance measures,such as the customer satisfaction and product quality or employee performance.

Question 19

The quality of information can be improved by capturing data only once,and as close to the origin of the data as possible.

Question 20

Workforce-focused outcomes used for performance measurement in the Baldrige criteria show how well the organization has created and maintained a productive,engaging,and caring work environment.

Question 21

Which of the following is true about the practical guidelines suggested by Mark Graham Brown for designing a performance measurement system?

A)Concentrate on measuring a large number of trivial variables.
B)Avoid changing and adjusting measures even if the environment and strategy changes.
C)Measures should be based around the needs of customers, shareholders, and other?key stakeholders.
D)Measures should start at the bottom and flow up to all levels of top management in the organization.

Question 22

Which of the following perspectives of the balanced scorecard directs attention to the basis of a future success -the organization's people and infrastructure?

A)Internal
B)Customer
C)Financial and internal
D)Innovation and learning

Question 23

Which of the following perspectives of the balanced scorecard include service levels,satisfaction ratings,and repeat business?

A)Internal
B)Financial
C)Customer
D)Innovation

Question 24

Which of the following perspectives of the balanced scorecard focuses on market share?

A)Internal
B)Customer
C)Innovation
D)Learning

Question 25

With respect to the Baldrige criteria performance measures,_____ performance indicators include measures of business growth and percentage of new product sales.

A)governance
B)leadership
C)marketplace
D)process-based

Question 26

Physical and financial assets have become more important than knowledge assets in many organizations.

Question 27

An effective knowledge management system should include a common framework for managing knowledge and some way of validating and synthesizing new knowledge as it is acquired.

Question 28

Which of the following perspectives of the balanced scorecard includes profitability,revenue growth,return on investment,economic value added (EVA),and shareholder value?

A)Internal
B)Learning
C)Customer
D)Financial

Question 29

Compared to money,labor,and capital equipment,knowledge is always the easiest to manage.

Question 30

To achieve a high level of performance excellence,an organization requires a much broader set of performance measures that are aligned to an organization's strategy; this became known as the:

A)quality trilogy.
B)balanced scorecard.
C)quincunx.
D)Taguchi loss function.

Question 31

The transfer of knowledge within organizations and the identification and sharing of best practices often set high-performing organizations apart from the rest.

Question 32

A knowledge-enabled culture is created when an organization employs a system of aligned human resource policies,tactics,processes,and practices that ensure knowledge is created,captured,used,and reused to achieve superior organizational results as a sustainable advantage.

Question 33

Which of the following perspectives of the balanced scorecard measures the ultimate results that the business provides to its shareholders?

A)Customer
B)Internal
C)Innovation
D)Financial

Question 34

Who among the following first developed the concept of a balanced scorecard?

A)Art Schneiderman
B)Edwards Deming
C)Joseph Juran
D)Kaoru Ishikawa

Question 35

Which of the following measures of the Baldrige criteria of performance measurement includes internal quality measurements,defect levels,service errors,and response times?

A)Governance outcomes
B)Market outcomes
C)Product outcomes
D)Financial outcomes

Question 36

Which of the following perspectives of the balanced scorecard includes intellectual assets,employee satisfaction,market innovation,and skills development?

A)Financial and internal
B)Internal
C)Innovation and learning
D)Customer

Question 37

_____ balanced scorecard is the only version of performance measurement systems that have emerged as organizations recognized the need for a broad set of performance measures that provide a comprehensive view of business performance.

A)Kaplan and Nortan's
B)Raytheon's
C)Deming's and Juran's
D)Schneiderman's

Question 38

Which of the following measures of the Baldrige criteria of performance measurement includes revenue,return on equity,return on investment,and operating profit?

A)Workforce focused outcomes
B)Leadership outcomes
C)Governance outcomes
D)Financial outcomes

Question 39

Which of the following perspectives of the balanced scorecard includes such measures as quality levels,productivity,cycle time,and cost?

A)Innovation
B)Customer
C)Internal
D)Financial

Question 40

The American Productivity and Quality Center (APQC)noted that executives have long felt frustrated by their inability to identify or transfer outstanding practices from one location or function to another.

Question 41

_____ refers to an examination of facts and data to provide a basis for effective decisions.

A)Analysis
B)Data warehousing
C)Interlinking
D)Clustering

Question 42

_____ involves the process of identifying,capturing,organizing,and using knowledge assets to create and sustain competitive advantage.

A)Knowledge mining
B)Suboptimization
C)Knowledge management
D)Lean production

Question 43

Which of the following analytical approach or technology is most likely to be used for data mining?

A)Histogram
B)Pareto diagram
C)Quincunx experiment
D)Fuzzy logic

Question 44

_____ systems are software packages that integrate organizational information systems and provide an infrastructure for managing information across the organization.

A)Enterprise resource planning
B)Balanced scorecard
C)Juran's quality trilogy
D)Quincunx experimental

Question 45

Which of the following organizations is one of the most prominent vendors of ERP software?

A)STMicroelectronics
B)Convergys
C)Oracle
D)Analog devices

Question 46

_____ assets refer to the accumulated intellectual resources that an organization possesses,including information,ideas,learning,understanding,memory,insights,cognitive and technical skills,and capabilities.

A)Personal
B)Knowledge
C)Strategical
D)Deployment

Question 47

_____ knowledge is easily captured,stored,and disseminated using computer technology.

A)Explicit
B)Indirect
C)Tacit
D)Allusive

Question 48

Data _____ is the process of searching large databases to find hidden patterns in data.

A)mining
B)interlinking
C)planning
D)benchmarking

Question 49

_____ data refer to industry averages,competitor performance,world-class benchmarks,or performance measures of other organizations with similar product offerings.

A)Cross-functional
B)Comparative
C)Reviewed
D)Interlinked

Question 50

_____ systems allow organizations to share databases in a networking environment and store and process key data in a unique database and distribute it to a large group of users.

A)Juran's quality trilogy
B)Quincunx experimental
C)The balanced scorecard
D)Enterprise resource planning

Question 51

In the context of managing information resources,the quality of information can be improved by:

A)avoiding electronic data capture.
B)placing accountability on the creators of data and information.
C)using multiple databases whenever feasible.
D)using as many intermediaries as possible to handle data.

Question 52

Pal's Sudden Service uses an automated data collection,integration,and analysis system called _____ to generate store-level and companywide reports on sales.

A)SysDiner
B)Knowledge Network
C)Quincunx
D)eTracker

Question 53

_____ involves the discovery,learning,creation,and reuse of knowledge that eventually becomes intellectual capital-knowledge that can be converted into value and profits.

A)Rapid knowledge costing
B)Knowledge internationalization
C)Rapid knowledge transfer
D)Knowledge interlinking

Question 54

Which of the following is most likely to be used to obtain comparative data?

A)Interlinking approach
B)Cluster analysis
C)Benchmarking approach
D)Cause-and-effect approach

Question 55

_____ knowledge includes information stored in documents or other forms of media such as databases,policies and procedures,and technical drawings.

A)Tacit
B)Allusive
C)Explicit
D)Indirect

Question 56

_____ of product and service performance and customer indicators is a critical management tool for defining and focusing on key quality and customer requirements,identifying product and service differentiators in the marketplace,and determining cause-effect relationships between product and service attributes and measures of customer satisfaction and loyalty.

A)Regression analysis
B)Benchmarking
C)Correlation analysis
D)Quincunx experimentation

Question 57

_____ knowledge is information that is formed around intangible factors resulting from an organization's or individual's experience,and is content-specific.

A)Lucid
B)Tacit
C)Definitive
D)Explicit

Question 58

_____ is the term that describes the quantitative modeling of cause-and-effect relationships between performance measures,such as the customer satisfaction and product quality or employee performance.

A)Programming
B)Mining
C)Interlinking
D)Enterprise resource planning

Question 59

The process in which locations,divisions and functions in an organizational structure focus on maximizing their own accomplishments and rewards was called _____ by Deming.

A)suboptimization
B)return on quality
C)Interlinking
D)lean production

Question 60

The ability to identify and transfer best practices within the organization is sometimes called _____.

A)enterprise resource planning
B)interlinking
C)internal benchmarking
D)data mining

Question 61

How has ConocoPhillips evolved since its creation in 1999?

Question 62

List the purposes of a performance measurement system.

Question 63

List the four perspectives of Kaplan and Nortan's balanced scorecard.

Question 64

What is the result of the improvements in the workplace and the aggressive implementation of automation in the U.S.Postal Services?

Question 65

What must be included in an effective knowledge management system?

Question 66

?
What is knowledge sharing at ConocoPhillips based on?

Question 67

How are the elements in the balanced scorecard linked to support the strategic objectives of the postal services?

Question 68

? Which of the following is NOT one of the core businesses engaged in by ConocoPhillips?

A)Petroleum exploration and production
B)Midstream natural gas processes and marketing
C)Petroleum refining, marketing, supply, and transportation
D)Natural gas production and distribution.
?

Question 69

What served as the beginning of the balanced scorecard approach in the postal service?

Question 70

Discuss the results of the rigorous performance review process developed by the Postal Service for achieving the targets set.

Question 71

Discuss the focus of the voice of the employee,voice of the business,and the voice of the customer.

Question 72

Why do managers review performance results in an organization?

Question 73

Discuss the 140 networks of excellence.

Question 74

Describe significance of the leading and lagging measures in the context of a balanced scorecard.

Question 75

?
What were the main motivations behind ConocoPhillips' introduction of knowledge sharing?

Question 76

What led to the creation of "customer perfect!" in postal services?

Question 77

What makes it complex for the U.S.Postal service to balance the interests of its stakeholders?

Question 78

?
What were the main motivations behind ConocoPhillips' introduction of knowledge sharing in 2004?

Question 79

?
Describe knowledge sharing at ConocoPhillips.

Question 80

List the reasons for which organizations need good performance measures.