Deck 11: Managing Internal Operations

Question 1

Providing top-down guidance can aid the task of implementing strategy

A)provided it promotes greater use of and commitment to best practices and total quality management.
B)because really effective internal policies and procedures are not easily duplicated by other firms.
C)because astutely conceived policies or procedures can result in competitive advantage.
D)by helping align the actions and behavior of company personnel with the requirements for good strategy execution, placing limits on independent action, and helping overcome resistance to change.
E)by making it easier to impose tight budget controls and avoid wasting scarce resources.

Answer 1

D

Question 2

What is a good example of how NOT to facilitate strategy execution?

A)Kia's service centers follow similar routines when receiving vehicles for servicing.
B)Ford encourages its staff to refrain from engaging in practices out of sync with the company's mission.
C)Honda's personnel follow a 227 page manual to ensure that its showrooms have similar operating practices across regions.
D)Chevrolet's electric vehicle service center personnel receive the same specialized training and replicate the caliber of customer service across locations.
E)Tesla resists standardization of the way activities are performed at its service centers because its personnel have primarily been poached from BMW, Chevrolet, and VW's electric vehicle divisions.

Answer 2

E

Question 3

A useful guideline in designing strategy-facilitating policies and operating procedures is

A)to prescribe enough policies to give organizational members clear direction in implementing strategy and to place reasonable boundaries on their actions. This then empowers them to act within these boundaries in pursuit of company goals.
B)that strictly enforced policies work better than loosely enforced policies.
C)that more policies/procedures work better than fewer policies/procedures, and that strict enforcement always beats lax enforcement.
D)to let individuals act in an empowered and self-directed way, subject only to the constraint that their actions and behavior be ethical and in step with the corporate culture.
E)to prescribe enough policies and procedures that little is left to chance in performing value chain activities, and employees should have no leeway to do things in a manner that deviates from the company's best-practices standard.

Answer 3

A

Question 4

A "best practice" refers to a

A)policy or procedure that is unusually effective.
B)method of performing an activity or business process that consistently delivers superior results compared to other approaches and that at least one company has demonstrated works particularly well in terms of delivering operating excellence.
C)strategy-critical activity that results in sustainable competitive advantage.
D)value chain activity that is a company's distinctive competence.
E)particular value chain activity that management has given top priority to performing in world-class fashion.

Question 5

New strategies often entail budget reallocations because

A)revamping the performance of value chain activities can be costly.
B)the accompanying policy revisions and compensation incentives tend to require different levels of funding than before.
C)business units important in the prior strategy but having a lesser role in the new strategy may need downsizing, while units and activities that now have a bigger and more critical strategic role may need more people, new equipment, additional facilities, and above-average increases in their operating budgets.
D)empowering employees to carry out the new strategy elements and shifting to a total quality management type of culture to build skills in competent strategy execution typically require substantial new funding and budget revisions.
E)adopting best practices and pushing for continuous improvement tends to reduce costs and reduce overall resource requirements.

Question 6

Visible actions to reallocate operating funds and move people into different and new organizational units

A)can be dysfunctional in trying to implement a new strategy because of the anxiety and insecurity that big changes in budgets cause among company personnel.
B)signal a determined commitment to strategic change and can help catalyze and give credibility to the implementation process.
C)run the risk of inadvertently creating barriers to building the needed competencies and capabilities.
D)tend to impede the task of empowering employees and shifting to a new, more strategy-supportive culture.
E)are rarely necessary in implementing a new strategy unless the new strategy entails a radically different set of value chain activities.

Question 7

Merely fine-tuning the execution of a company's existing strategy normally requires

A)big shifts of resources from one area to another.
B)a larger allocation of resources to the effort.
C)trimming costs and shifting resources to activities that have a higher priority.
D)creativity in finding ways for cost reductions, i.e. ways to do less with less.
E)cost-cutting in key value chain activities.

Question 8

A company's operating budget must

A)be strategy-driven in order to amply fund the performance of key value chain activities.
B)be risk-averse, so as not to run the risk of inadvertently creating barriers to building the needed competencies and capabilities.
C)be employee-driven to gain commitment to strengthening the company's core competencies and competitive capabilities.
D)trim costs of key value chain activities to achieve cost efficiency in new strategic initiatives.
E)follow traditional and time-tested methods of budgeting to support rapid adjustments in strategy.

Question 9

Good strategy execution can involve policies and procedures manuals in order to maintain consistency in product quality and service behavior patterns to allow for

A)activities that need to be strictly prescribed and activities to allow room for independent action on the part of company personnel.
B)differences in product range and quality across company outlets.
C)an extremely narrow scope of independent thinking and action of company staff.
D)a written strategy but not the routines for running the business.
E)ample leeway in how staff perform activities at different company outlets.

Question 10

Well-conceived policies and operating procedures facilitate good strategy execution by

A)leaving it up to employees regarding how things are to be done.
B)removing roadblocks to creativity and innovation.
C)fostering a work climate that preserves the status quo whenever possible.
D)enforcing consistency in how strategy-critical activities are performed.
E)channeling individual and group efforts along a strategy-supportive path.

Question 11

Managers charged with implementing and executing strategy need to be deeply involved in the budgeting and resource allocation process because of all the following reasons EXCEPT

A)too little funding deprives organizational units of the necessary resources to execute their piece of the strategic plan while too much funding wastes organizational resources and reduces financial performance.
B)resource allocation involves screening of requests for people, facilities, and equipment, and approving them whether they contribute to the strategy execution effort or not.
C)without major budget reallocations there is little chance that desired core competencies and organizational capabilities will emerge.
D)lean, carefully managed budgets protect the company's financial condition and eliminate the wasteful use of cash.
E)a change in strategy nearly always calls for budget reallocations and resource shifting.

Question 12

NOT among the reasons that Wegmans Food Markets delivers above-average profit margins and has below-average employee turnover rates in comparison to its supermarket industry rivals is

A)its recruitment and staffing policy of filling at least half of its open opportunities internally.
B)a regular series of programs designed to "hear," capture, and implement employees' ideas.
C)company events such as "open-door" days, team huddles, focus groups, and two-way Q&As with senior management.
D)rewards and benefits substantially lower than supermarket industry averages in order to boost profit margins.
E)multimillion dollar investments in the training and education of its employees.

Question 13

Apple decides to reallocate resources by curtailing online ad budgets and investing heavily in scratch-resistant Sapphire, the material that differentiates the Apple Watch from rival wearable computing device brands. What is MOST LIKELY the reason for Apple's reallocation of resources?

A)making critical value chain activities less effective
B)supporting the new strategic initiative of the brand
C)signaling commitment to online sales of the brand
D)signaling commitment to offline sales of the brand
E)impeding the efforts of rivals to hoard Sapphire

Question 14

Prescribing policies and operating procedures aids the task of implementing strategy by

A)helping ensure that worker eligibility for incentive bonuses is measured consistently and awarded fairly.
B)fostering the use of best practices, TQM, Six Sigma, and continuous improvement efforts.
C)acting as a powerful lever for changing employee attitudes about the need for a different incentive and reward system.
D)helping build employee commitment to strengthening the company's core competencies and competitive capabilities.
E)placing limits on ineffective independent action and channeling efforts of individuals along a path more conducive to good strategy execution and operating excellence.

Question 15

In 2013, Google decided to kill its 20 percent time policy, which allowed its staff to work on side projects of their choice, one day per week. The decision to end the 20 percent time policy was most likely made in order to

A)deter entry of rival companies into Google's Internet advertising market space.
B)increase Google's external debt and equity capital funding requirements.
C)lower Google's cost of handling online transactions.
D)permit reallocation of resources to enhance Google's strategy execution capabilities.
E)increase B2B demand for Google's existing diversified Internet services businesses.

Question 16

A company's ability to marshal adequate resources in support of new strategic initiatives and steer them to the appropriate organizational units is important to the strategy execution process because

A)changes in strategy often require resource reallocation, and organizational units need the proper funding to carry out their part of the strategic plan effectively and efficiently.
B)accurate budgets are the key to exercising tight financial controls over what organization units can and cannot do in carrying out management's directives to execute the chosen strategy proficiently.
C)tight budget control is management's most powerful tool for first-rate strategy execution.
D)lean, carefully managed budgets protect the company's financial condition and eliminate the wasteful use of cash.
E)lean, strictly enforced budgets are management's best and most used means of getting organizational units to exercise the fiscal discipline needed to execute the chosen strategy in a cost-efficient manner.

Question 17

In prescribing policies and procedures that facilitate independent action on the part of empowered employees for good strategy execution, companies need to do ALL of the following EXCEPT

A)give organization members clear direction and place reasonable boundaries on their actions.
B)empower employees to act within the company's set boundaries in pursuit of company goals.
C)allow company personnel to act with some defined degree of freedom, especially when individual creativity and initiative are more essential to good strategy execution than standardization and strict conformity.
D)institute policies that give employees substantial leeway to carry out activities in the way they think is best.
E)produce policy manuals on strategy execution that prescribe exactly how daily operations are to be conducted.

Question 18

From a strategy-implementing/strategy-executing perspective, operating budget allocations should

A)primarily be based on the number of new strategic initiatives being implemented in each operating department.
B)be based on the number of people employed in each of the divisions.
C)be strategy-driven and based on how much each organizational unit needs to carry out its piece of the strategic plan efficiently and effectively.
D)be linked to the costs of performing value chain activities as determined by benchmarking against best-in-industry competitors.
E)depend on how much stretch there is in each department's objectives and what additional resources are needed to help reach these performance targets.

Question 19

Imagine you are a consultant to a local donut shop chain. You have been asked to design a superior strategy execution effort for the owners of the company. What process management tool would you most likely NOT provide to the owners?

A)best practices methods to drive continuous improvement in how internal operations are and should be conducted at the donut chain.
B)benchmarking of the donut chain's operating activities and business processes against "best-in-industry" and "best-in-world" performers.
C)"best-in-company" operating activities and processes to standardize how the different locations of the donut chain perform the same functions.
D)operating practices that generate economies of scale and scope without a reconfiguration of the donut chain's current value chain activities.
E)performance yardsticks for judging effectiveness and efficiency for particular value chain activities and business processes that are deemed strategically critical for the donut chain.

Question 20

Cavco Construction divests funds from its commercial property ventures to invest in gated community properties close to New York, signaling a change of strategy. Which of the following statements about Cavco is most likely true?

A)Cavco is impeding the efforts to proficiently execute the strategy.
B)Cavco is merely fine-tuning its existing strategy to test efficiency.
C)Cavco is marshalling resources to support a new strategic initiative.
D)Cavco is hampering work climate conducive for good strategy execution.
E)Cavco is focusing on activities that are a low priority in the strategy execution effort.

Question 21

Total quality management (TQM)

A)entails creating a total quality culture that strives for continuously improving the performance of every value chain activity and is driven by a philosophy of managing a set of business practices: 100 percent accuracy in performing tasks (zero defects), involvement and empowerment of employees at all levels, team-based work design, benchmarking, and total customer satisfaction.
B)is a valuable tool for helping company managers identify what the best practice is for performing a particular activity at a high level of quality.
C)works best when used in conjunction with Six Sigma quality control techniques.
D)is an excellent tool for reengineering business processes and making quantum gains in the efficiency and effectiveness with which the processes are performed.
E)is a philosophy of doing things that aims at mistake-free management of a company's entire business.

Question 22

Lagunitas Brewing Company has successfully and methodically applied Six Sigma methods to its value chain, activity by activity, so that the company can

A)clearly consider what it will take to overtake rivals with the industry's overall best strategy.
B)make major strides in improving the proficiency with which its strategy is executed without sacrificing innovation.
C)increase its bargaining power with suppliers and create better seller-supplier collaborations.
D)assess the extent to which rivals have competitively valuable competencies or capabilities.
E)construct a business model that entails a value proposition based on quality.

Question 23

A local dairy that produces organic milk, yogurt, butter, and ice cream has asked you to provide a tool for its managers to promote operating excellence in performing value chain activities. Which tools and methods would you NOT recommend to the owners of the local dairy?

A)Utilize benchmarking.
B)Adapt best practices.
C)Install TQM and/or Six Sigma quality control techniques.
D)Undertake business process reengineering.
E)Adopt standard industry techniques.

Question 24

The Six Sigma process of define, measure, analyze, improve, and control (DMAIC)is a(n)

A)improvement system for existing processes falling below specification and needing incremental improvement.
B)improvement system used to develop new processes or products at 100 percent defect-free levels.
C)system of statistical procedures for achieving 100 percent control over how a task is performed.
D)improvement system used to develop new processes or products at Six Sigma levels.
E)system of statistical procedures for eliminating 100 percent of the variability in how a task is performed.

Question 25

Charleston Area Medical Center (CAMC)has implemented Six Sigma quality programs in order to

A)improve the efficiency of numerous CAMC health care delivery operating processes, although the downside is that using Six Sigma approach can stifle innovative activities.
B)manage a set of business practices that emphasizes continuous improvement in all phases of CAMC's operations and 100 percent accuracy in performing tasks order to control healthcare costs.
C)improve the performance of CAMC's heath care delivery services when there are only small variations in how well an activity is performed.
D)focus on development of new health care delivery processes but not on improving existing business processes at CAMC.
E)employ statistical procedures to eliminate 92 percent of the variability in how a task is performed at CAMC

Question 26

Total quality management (TQM)emphasizes all of the following EXCEPT

A)a 100 percent accuracy in performing tasks.
B)the continuous improvement in all phases of operations.
C)the adoption of industry standard operating practices.
D)benchmarking and total customer satisfaction.
E)the empowerment of employees and team-based work design.

Question 27

An erroneous justification to implement a total quality management (TQM)program is that

A)TQM aims at instilling enthusiasm and commitment to doing things right from the top to the bottom of the organization.
B)TQM produces significant results very quickly, with very little benefit emerging after the first six months.
C)TQM doctrine preaches that there's no such thing as "good enough" and that everyone has a responsibility to participate in continuous improvement.
D)TQM if used effectively can result in a corporate culture bent on continuously improving the performance of every task and every value chain activity.
E)TQM emphasizes continuous improvement in all phases of operations, 100 percent accuracy in performing tasks, involvement and empowerment of employees at all levels, team-based work design, benchmarking, and total customer satisfaction.

Question 28

The idea behind benchmarking and best practices is to

A)identify which companies are the best performers of a strategically relevant activity and then copy their methods exactly.
B)search the world for a company that performs a strategically relevant task or value chain activity at the lowest possible cost and then use business process reengineering techniques to try to meet or beat the costs of the world's low-cost performer of that activity.
C)perform each activity in the industry value chain according to standard industry practice and then regularly benchmark the company's performance to see if it is actually achieving the industry standard.
D)identify companies that are the best performers of an activity and then adapt their practices to fit the company's own specific circumstances and operating requirements.
E)determine whether a company has a world-class value chain.

Question 29

Six Sigma quality control

A)is a strategy implementer's best, most reliable tool for simultaneously achieving top-notch product quality and low manufacturing costs.
B)consists of a disciplined, statistics-based system aimed at producing not more than 2.5 defects per million iterations for a manufacturing or assembly process.
C)consists of a disciplined, statistics-based system aimed at producing not more than 3.4 defects per million iterations for any business process.
D)consists of a disciplined, statistics-based system aimed at fewer than 5.0 complaints per million customer transactions.
E)is a powerful tool for companies whose customers are very picky about product quality and product performance and who can't afford for the product they use to break down and require repairs.

Question 30

Six Sigma's DMADV process of define, measure, analyze, design, and verify is a particularly good vehicle for

A)improving performance when there are small variations in how well an activity is performed. If there are wide variations, then the Six Sigma DMVSI process has to be used.
B)achieving 100 percent control over how a task is performed and eliminating 100 percent of the variability in how a task is performed.
C)improving performance when there are wide variations in how well an activity is performed.
D)developing new processes or products at Six Sigma quality levels.
E)improving customer satisfaction, whereas Six Sigma improves manufacturing processes.

Question 31

Six Sigma programs

A)utilize advanced statistical methods to improve quality by reducing defects and variability in the performance of business processes.
B)consist of a disciplined, statistics-based system aimed at producing not more than 2.5 defects per million iterations for a manufacturing or assembly process.
C)are based on three principles: (1)all work is a statistically controllable process; (2)no well-controlled process allows variability; and (3)defect-free work requires tight statistical controls.
D)suggest that all activities can be controlled, employee empowerment is the best control tool, and 100 percent control is possible.
E)radically redesign and streamline how an activity is performed.

Question 32

Natalie and Vinnie are co-owners of the Russian River Brewing Company, a craft brewer and brewpub located in Northern California. Natalie is President and Vinnie is the brewmaster. Which three techniques are the owners NOT likely to adopt to promote the brewery's operating excellence and further the cause of good strategy execution?

A)benchmarking, business process reengineering, and TQM techniques
B)business process reengineering, Six Sigma, and best practices techniques
C)strategic resource training, standard industry techniques, and competitor strength matrix techniques
D)TQM, business process reengineering, and Six Sigma quality control techniques
E)best practices, TQM, and Six Sigma quality control techniques

Question 33

A "best practice" standard

A)helps a company move toward performing its value chain activities more effectively and efficiently.
B)is the sole means of measuring whether or not a company performs a specific task or activity so as to achieve the lowest possible costs.
C)conforms to established industry standards.
D)is a measure of a company's core competence.
E)is often sufficient justification for maintaining the status quo.

Question 34

Business process reengineering

A)involves radically redesigning and streamlining the workflow (typically enabled by cutting-edge use of online technology and information systems), with the goal of achieving quantum gains in performance of the activity.
B)is not a useful tool for streamlining a company's work effort and moving it closer to operational excellence.
C)is the major tool that ambidextrous organizations deploy to drive continuous improvement efforts.
D)is typically cheaper and easier than using Six Sigma techniques to achieve the same cost savings.
E)is a company's best justification for eliminating all nonmonetary rewards and incentives for its employees.

Question 35

Because functional organization structures often result in pieces of strategically relevant activities and capabilities being scattered across many different functional departments, companies have found that

A)it is necessary to give these functional departments the freedom to collaborate closely with each other to achieve the desired degree of coordination.
B)it is necessary to outsource those activities that are fragmented to strategic partners in order to achieve the needed coordination.
C)there is merit in using business process reengineering to radically redesign and streamline strategy-critical processes and workflow from different departments and unifying their performance into a single department or cross-functional work group that has charge over the whole process.
D)TQM is a potent way to reengineer the work effort, avoid the shortcomings of a functional organization structure, and achieve rapid-response capability.
E)it makes good organizational sense to combine those functional departments where fragmentation is a problem into a single department.

Question 36

Why would Belinda, owner of GC Micro, a $70 million company that manufactures customized IT equipment and software for Fortune 1000 companies and defense contractors, decide to invest in a total quality management (TQM)program?

A)because a TQM program deals exclusively with procedures to achieve defect-free manufacturing and assembly
B)because a TQM program nearly always contributes more to the achievement of operating excellence than either business process reengineering or Six Sigma quality control techniques
C)because a TQM program entails creating a corporate culture bent on continuously improving the performance of every task and every value chain activity
D)because TQM programs are considerably more effective in improving manufacturing and assembly activities than they are in improving such value chain activities as R&D, human resources management, supply chain management, information technology, sales, and marketing and finance
E)because TQM programs are generally considered the best tool for reengineering strategy-critical business processes

Question 37

The statistical thinking underlying Six Sigma is based on which of the following three principles?

A)All activities can be controlled, employee empowerment is the best control tool, and 100 percent control is possible.
B)All work is a process, all processes have variability, and all processes create data that explains variability.
C)All work activities can be done accurately most of the time, empowered employees are necessary for effective control, and good statistical data is an empowered employee's best control tool.
D)All work is a statistically controllable process, 100 percent control is possible, and every well-controlled process is defect-free.
E)Most business processes are subject to control, Six Sigma can totally remove variability in how processes are performed, and most defects can be eliminated.

Question 38

Business process reengineering is a tool for

A)expediting the redesign of existing products and shortening the design-to-market cycle.
B)radically redesigning and streamlining how an activity (workflow)is performed, by pulling the pieces of strategy-critical activities out of different departments and unifying their performance in a single department or cross-functional work group.
C)instituting total quality management.
D)making the most effective use of Six Sigma techniques.
E)the rapid redesign of an organization's structure so as to quickly create organizational competencies and capabilities.

Question 39

The backbone of the process of identifying, studying, and implementing best practices is

A)business process reengineering.
B)a corporate culture that has a core value of operating excellence.
C)benchmarking.
D)Six Sigma quality control techniques.
E)the innovative application of TQM techniques.

Question 40

Six Sigma processes

A)are based on three principles: (1)all work is a statistically controllable process; (2)no well-controlled process allows variability; and (3)defect-free work requires tight statistical controls.
B)can be used for both improving existing business processes and for developing new processes or products.
C)can be used for improving products or business processes but not for developing new products or new processes.
D)consists of a disciplined, statistics-based system aimed at producing not more than 10 defects per million iterations for a manufacturing or assembly process.
E)can be used for developing new products or new business processes but not for improving existing products or business processes.

Question 41

Which of the following exemplifies one of the most widely used methods of gauging how well a company is executing its strategy?

A)Merrill & Company has a disconnected organizational arrangement whereby pieces of an activity are performed in different functional departments.
B)Oceania identifies agents of change who are convinced about sticking to the old ways of doing things.
C)Honeywell narrates success stories of rival brands to convince its personnel about traditional wisdom.
D)Fizz-Cola judges the efficiency of internal operations by benchmarking them against best-in-industry performers.
E)Motorola develops the data to measure how poorly rival brands perform against the best-practice standards across industry.

Question 42

To build a total quality culture and achieve full value from the use of TQM or Six Sigma initiatives, managers can take such action steps as

A)encouraging quality-supportive behaviors on the part of employees, while empowering employees to make changes to improve quality.
B)requiring all employees to attend Six Sigma training programs and achieve "black belt" status.
C)instituting greater centralization of decision making to help enforce strict compliance with quality control policies and procedures.
D)dismissing employees that do not want to be part of an ambidextrous organization.
E)using online systems to discover and disseminate any unethical actions by employees.

Question 43

Management's most powerful tool for winning employee commitment to good strategy execution is

A)the establishment of strategy-supportive policies and procedures.
B)empowering employees and encouraging them to adopt best practices.
C)setting stretch objectives.
D)a structure of rewards and incentives tied tightly to the achievement of the organization's strategic priorities.
E)aggressive use of TQM and Six Sigma quality control programs.

Question 44

There is evidence that Six Sigma can

A)take longer than TQM to demonstrate significant results.
B)stifle innovation and creativity in organizations.
C)help managers run a tight ship and preserve strong, centralized control over internal activities.
D)provide ample justification for becoming an ambidextrous organization.
E)foster decentralized decision making and employee empowerment.

Question 45

Which organization uses business process reengineering to attain operational excellence?

A)AT&T works toward creating a total quality culture by continuously reviewing the performance of every value chain activity.
B)Acer Phones uses advanced statistical methods to remove the causes of defects at its manufacturing units.
C)Ericsson introduces continuous-improvement business philosophy at its customer care centers.
D)Cellkon pulls the pieces of an activity out of different departments to create a cross-functional work group.
E)Honeywell strives to incrementally reduce defects through an ongoing assessment process.

Question 46

An ambidextrous organization is one that

A)pursues incremental improvements in operating efficiency, while R&D and other processes that allow the company to develop new ways of offering value to customers are given freer rein.
B)is capable of using efficiency and effectiveness with equal skill.
C)is very skillful and versatile with operating activity.
D)is managed by employing continuous improvement in operating practices while managing employees as a loosely integrated network of efficiency.
E)employs identical improvement methods for both operating processes and R&D.

Question 47

Well-conceived, state-of-the-art information and operating systems

A)are essential because business process reengineering efforts, TQM, Six Sigma, and benchmarking programs can't be carried out effectively without them.
B)not only enable better strategy execution but also strengthen organizational capabilities (perhaps enough to provide a competitive edge over rivals).
C)make it simple and easy to spot cost overruns and inefficiencies.
D)are valuable tools for shortening a company's value chain, boosting workforce morale and productivity, and simplifying the task of adopting best practices.
E)help managers run a tight ship and preserve strong, centralized control over internal activities.

Question 48

Which organization does NOT use business process reengineering?

A)Blue Mountain creates teams of mixed-occupation freelancers to design Christmas cards.
B)Speedmore integrates three distribution units to form a consolidated zonal distribution center.
C)Bank of America automates global transaction services in a quest for operational efficiencies.
D)PayPal segregates payment notification operations from mobile transfer operations to expand its customer base.
E)Florida Power eliminates work depots, entrusting the task of repair to crew members in a mobile van.

Question 49

Without a strategic framework, managers lack the context in which to

A)fix things that really matter to business-unit performance and competitive success.
B)carry out companywide goals related to the dynamics of a single business model.
C)employ the company's resources in the pursuit of sustainable competitive advantage.
D)communicate aspirations for the company.
E)analyze the emerging market opportunities more precisely.

Question 50

To obtain maximum benefits from benchmarking, best practices, reengineering, TQM, and Six Sigma programs aimed at facilitating better strategy execution, managers need to

A)start with a clear idea of what specific outcomes really matter, such as a Six Sigma defect rate or superior customer satisfaction, and then build a total quality culture that is genuinely committed to achieving these outcomes.
B)have annual contests to see which part of the company is making the greatest strides in approaching operating excellence.
C)strive for 100 percent control over the variability in how each and every value chain activity is performed.
D)have at least 50 percent of company personnel earn "green belts" in Six Sigma techniques.
E)build core competencies in TQM, Six Sigma, benchmarking, best practices adoption, and business process reengineering.

Question 51

Management's most powerful tool for mobilizing organizational commitment to competent strategy execution and operating excellence is the

A)diligent and persistent use of benchmarking and best practices.
B)proper use of a reward structure with motivational incentives.
C)implementation of TQM and/or Six Sigma programs.
D)periodic giving of inspirational speeches aimed at arousing employees' emotional energy.
E)process of providing employees with a high degree of job security (ideally, via a no-layoff policy).

Question 52

Sandi has been hired as a consultant to develop a state-of-the-art information and operating system for a local winery to enable better strategy execution. How have Mike and Chris, owners of the winery, justified retaining Sandi and adopting the new IT system?

A)They want to embrace modern technology in the winery.
B)They want to gain a competitive edge over wine industry rivals.
C)They are seeking more efficient methods to spot cost overruns and inefficiencies.
D)They desire to increase workforce productivity and retention.
E)Their aim is to boost management morale.

Question 53

Leaving employees to their own devices in meeting performance standards

A)enables managers to monitor daily and weekly operating statistics without resorting to constant over-the-shoulder supervision.
B)optimizes the performance of self-managed work groups in peer-based control environments.
C)is preferable to relying on peer pressure to keep team members operating between the white lines.
D)is NOT a recommended way for managers to monitor the operating performance of employees to ensure superior strategy execution.
E)is the best use of information systems capabilities in the strategy execution effort.

Question 54

The broad areas that internal information business systems need to cover include all of the following EXCEPT

A)financial performance data.
B)corporate culture data.
C)customer data.
D)operations data.
E)employee data.

Question 55

Information systems provide managers with a means for monitoring all of the following EXCEPT

A)the results that flow from the actions of subordinates.
B)the performance of empowered workers.
C)weekly operating statistics.
D)employees with over-the-shoulder supervision.
E)daily operating statistics.

Question 56

Internal information business systems generally DO NOT track ________ data.

A)financial performance
B)supplier/strategic partner
C)customer
D)operations
E)competitor

Question 57

Although it is relatively easy for rivals to implement process management tools, it is much more difficult and time-consuming for them to

A)instill a deeply ingrained culture of operating excellence.
B)keep employees well-informed about the strides being made with continuous improvement.
C)unify the managerial efforts behind improving operating practices as a commendable goal.
D)combine the pursuit of financial objectives with the pursuit of its strategic objectives.
E)understand the barriers to installing new operating activities.

Question 58

Which organization uses Six Sigma programs to improve quality and strategy execution?

A)Memphis & Company applies advanced statistical methods to identify and remove the causes of defects.
B)Froedtert Hospital improves the accuracy of administering the proper drug doses to patients.
C)LG Electronics reengineers its value chain activities by creating cross-functional teams.
D)La Tagliata Boutiques offers a different range of products at different outlets across London.
E)Amtrak replaces train repair facility in Beech Grove, Indiana with mobile repair vans to cut operational costs by 40 percent.

Question 59

What is spurious to superior strategy execution and operating excellence?

A)having real-time information systems that permit company managers to stay on top of implementation initiatives and daily operations and to intervene if things seem to be drifting off course
B)having state-of-the-art operating systems, information systems, and real-time data
C)having access to online systems that provide statistical information about operating activities
D)having the systems capability to identify and diagnose problems, so as to take corrective actions
E)having access to employee data of competitors

Question 60

The big difference between business process reengineering and continuous improvement programs like TQM or Six Sigma is that

A)reengineering is a tool for installing process organization, whereas TQM/Six Sigma concern defect-free production methods and delivering world-class customer service.
B)reengineering helps create core competencies, whereas TQM/Six Sigma are tools for making a core competence stronger and more efficient.
C)reengineering is a tool for achieving one-time quantum improvement, whereas TQM and Six Sigma programs aim at ongoing incremental improvements.
D)business process reengineering requires benchmarking, whereas TQM and Six Sigma do not.
E)reengineering represents an effort to totally revamp a firm's value chain, whereas TQM looks at incrementally improving the performance of two or three targeted value chain activities and Six Sigma is primarily for reducing manufacturing defects.

Question 61

An important consideration in designing a strategy-supportive reward system is to

A)link the payment of all monetary rewards to the company's bottom-line profitability.
B)employ incentives that will help motivate employees to put in long hours and sacrifice personal ambitions and aspirations to pursue the priorities of management.
C)choose those types of rewards and incentives that will focus employees' attention on total customer satisfaction.
D)make across-the-board wage and salary increases the cornerstone of monetary rewards.
E)make nonmonetary rewards and recognition an integral part of the reward system.

Question 62

The strategic role of a company's reward system is to

A)compensate employees for performing their assigned duties in a diligent fashion.
B)boost employee morale in ways that create widespread job satisfaction.
C)enlist employees' commitment to successful strategy execution by rewarding them, both monetarily and non-monetarily, for their valuable contributions.
D)relieve managers of the burden of closely monitoring each employee's performance.
E)boost labor productivity and help lower the firm's overall labor costs.

Question 63

What is UNLIKELY to be effective in trying to gain employees' wholehearted commitment to good strategy execution?

A)strictly enforcing all rules in the employee handbook with the use of fines
B)giving awards and public recognition to high performers and showcasing company successes
C)providing a comfortable and attractive working environment
D)providing opportunities for promotion from within wherever possible
E)providing attractive perks and fringe benefits

Question 64

Shelina, who runs a motorbike riding camp for girls, is considering the creation of an effective compensation system for her staff. What should Shelina do first?

A)establish ethical compensation policies and convince employees that they are the firm's most valuable competitive asset.
B)design monetary and nonmonetary incentives that boost labor productivity and help lower the firm's overall labor costs.
C)generously reward and recognize people who meet or beat performance targets and deny rewards and recognition to those who don't.
D)pay employees a bonus for each strategic and financial objective that the company achieves.
E)allow employees to propose what rewards they would like to receive to achieve the company's stretch objectives.

Question 65

A well-designed reward system

A)ties rewards to performance outcomes directly linked to good strategy execution and the achievement of financial and strategic objectives.
B)should be free of elements that induce stress, anxiety, tension, pressure to perform, and job insecurity.
C)puts the primary emphasis on denying rewards to those who fail to perform tasks in the prescribed fashion.
D)emphasizes weeding out employees who are average performers.
E)strives for a 50-50 balance between positive and negative rewards and a 50-50 balance between monetary and nonmonetary rewards.

Question 66

What is NOT a recommended incentive when trying to gain employees' wholehearted commitment to good strategy execution and operating excellence?

A)providing attractive perks and fringe benefits.
B)giving awards and public recognition to high performers and showcasing company successes.
C)creating a work atmosphere in which there is genuine caring and mutual respect among workers and between management and employees.
D)relying on opportunities for promoting from within wherever possible.
E)withholding information from employees about financial performance, strategy, and competitors' actions.

Question 67

A compensation and reward system designed to help drive successful strategy execution does NOT normally encompass

A)tying incentives to performance outcomes directly linked to good strategy execution and financial performance
B)keeping the time between achieving the target performance outcome and the payment of the reward as short as possible
C)making sure that the performance targets that each individual or team is expected to achieve involve outcomes that the individual or team can personally affect
D)providing generous rewards for people who turn in outstanding performances
E)offering rewards that amount to 3 percent of an employee's total compensation

Question 68

A no-pressure/no-adverse-consequences work environment does not necessarily lead to

A)superior strategy execution or operating excellence.
B)satisfactory outcomes because there is always a cadre of ambitious people who relish the challenge.
C)workforce morale issues.
D)establishing more positive than negative motivational reward elements.
E)excessive shortfall in performance.

Question 69

The more a manager understands what motivates subordinates and the more he or she relies on motivational incentives as a tool for achieving the targeted strategic and financial results the

A)higher the incentives for employees to act ethically.
B)greater the opportunity for the company to attune its value chains to the level of industry (buyer)demand.
C)greater the employees' commitment to day-by-day strategy execution and achievement of performance targets.
D)fewer the number of rivals will be attracted to enter the industry.
E)greater the company's relative competitive strength in its industry.

Question 70

The top management at a new social media technology company would like to revamp its incentive compensation system to attract ambitious employees. What would be their best approach?

A)Make the performance bonus at least 3 to 4 percent of base salary to have some impact.
B)Make the performance bonus at least 10 to 12 percent of base salary to have some impact.
C)Make the performance payoff equal for average and below-average performers.
D)Set unrealistic performance standards, but with an equally high compensation.
E)Reward people who work very hard, even if they fall short of achieving performance targets.

Question 71

Reward and incentive systems serve as a(n)

A)direct stimulus for satisfying the basic expectations of the standard job and mechanisms.
B)indirect motivational tool designed to convert employee commitment into high-powered incentives.
C)indirect type of control mechanism that conserves on more costly control mechanisms of supervisory oversight.
D)direct base-pay financial compensation mechanism that competes with rival companies' salary bands for similar work efforts.
E)negative motivational element.

Question 72

Designing a reward and incentive system that helps promote good strategy execution would NOT be characterized by

A)being administered with scrupulous objectivity and fairness.
B)minor payoffs as a piece of the total compensation package.
C)extending the program to all managers and all employees, not just top management.
D)rewarding nonperformers who, despite expending tremendous effort, have not fared well in achieving the benchmarks under the incentive system.
E)ensuring that the performance targets each individual or team is expected to achieve involve outcomes that the individual or team can personally affect.

Question 73

A motivation and incentive system that is aimed at spurring stronger employee commitment to good strategy execution

A)should focus on incorporating more positive than negative motivational elements.
B)should be tied first and foremost to whether employees satisfactorily perform their assigned duties in an ethical and honorable manner.
C)must involve deliberately assigning employees heavy workloads and tight deadlines.
D)needs to put top priority on making employees happy and secure in their jobs.
E)must avoid the potential for negative consequences if performance is subpar.

Question 74

Angela, owner of Sift Cupcakes, a specialty baking company, has decided to consult with her staff before introducing nonmonetary incentives to enhance employee motivation. When she asked her staff for with some ideas, she decided to implement all of the following EXCEPT

A)eliminating perks and fringe benefits, such as maternity leave and onsite child care.
B)giving awards and public recognition to high performers and showcasing company successes.
C)sharing information with staff about the company's strategic plan and its operating and financial performance.
D)providing opportunities for employees to quickly move up the ranks to join the management level.
E)creating a work atmosphere where there was genuine caring and mutual respect among staff and between management and staff.

Question 75

Motivational and incentive compensation practices that aim at winning the commitment of company personnel to good strategy execution typically

A)use only positive rewards and never involve the use of tension, fear, job insecurity, stress, or anxiety.
B)entail decidedly positive rewards for meeting or beating performance targets, but also impose sufficiently negative consequences when actual performance falls short of the target.
C)aim at creating a no-pressure/no-adverse-consequences work environment.
D)entail paying the highest wages and salaries in the industry for all jobholder positions and also stressing nonmonetary rewards, like cash bonuses for high-performing employees.
E)put top priority on making employees happy and secure in their jobs.

Question 76

A reward system that accentuates positive rewards for good performance

A)works best in strong culture organizations, while negative motivational approaches and reward systems tend to be most successful in weak culture organizations.
B)is especially effective in aligning the well-being of organizational members with achieving the company's performance targets; reward systems with negative elements tend to be very dysfunctional in motivating employees.
C)seldom works very well because the threat of denying rewards to sub-par performers is typically the most powerful motivator.
D)works fine so long as 100 percent emphasis is placed on monetary incentives.
E)has considerable appeal because when cooperation is positively enlisted and rewarded, rather than strong-armed by orders and threats (implicit or explicit), people tend to respond with more enthusiasm, dedication, creativity, and initiative.

Question 77

Enlisting employees' sustained and energetic commitment to good strategy execution and achievement of the strategic priorities and financial objectives is best done by

A)having top executives commit to making employees the company's most valuable competitive asset.
B)developing core competencies in the use of TQM, Six Sigma programs, and business process reengineering.
C)resourceful and effective use of motivational incentives, both monetary and nonmonetary.
D)clever and innovative use of benchmarking and best practices.
E)providing employees with a high degree of job security and attractive perks.

Question 78

To create a strategy-supportive system of rewards and incentives, a company must

A)reward people for accomplishing results, not just for dutifully performing assigned tasks.
B)focus jobholders' attention and energy on what to do as opposed to what to achieve.
C)demand jobholders' 100 percent attendance since it guarantees results.
D)hold jobholders responsible for their function and not burden them with being accountable.
E)incorporate negative motivational elements to assure results.

Question 79

From the standpoint of promoting successful strategy execution, it is important that the firm's motivation and reward system

A)be completely free of such elements as tension, pressure, anxiety, job insecurity, and tight deadlines-a no-pressure/no-adverse-consequences work environment is essential.
B)emphasize only positive types of rewards.
C)accentuate positive rewards but also carry out the "up-or-out" policy for performance that does not meet expectations.
D)not deny rewards to employees who put forth good effort and try hard, though performance is subpar.
E)reduce job insecurity and give employees an incentive to stay busy and work hard.

Question 80

The guidelines for designing an incentive compensation system that will help drive successful strategy execution include

A)making the performance payoff a major, not minor, piece of the total compensation package.
B)having incentives that apply to the management team (employees should generally not be included in incentive pay plans but should have attractive wages and salaries).
C)having an outside wage and salary expert administer the system so there is no doubt as to its fairness and impartiality.
D)basing the incentives on group performance rather than individual performance.
E)making minimal use of nonmonetary incentives and rewarding people for diligently performing their assigned duties.