Deck 16: Control

Question 1

Denzi, a logistics company, recently launched an online application. To help set up the application's unique selling point, researchers at Denzi assessed the marketing strategy of another popular online application. This is an example of _____.

A) delegation
B) suboptimization
C) benchmarking
D) brainstorming

Answer 1

C

Question 2

When the control process is described as cybernetic, it means that:

A) constant attention to the feedback loop is required to keep the company's activity on course.
B) the behaviors and actions of workers in online work communities are regulated.
C) the control process is used for gathering information about performance deficiencies before they occur.
D) the control process encourages managers to look beyond financial standards for performance measurement.

Answer 2

A

Question 3

SO Corp. is an electronics company that recently entered the market. It uses the most ideal quality standards and best practices while developing its new product because the market is fairly saturated and only products of the highest quality will be likely to sell. Which of the following processes is being followed by SO Corp. to ensure the success of its product?

A) Benchmarking
B) Profiling
C) Organizing
D) Operant conditioning

Answer 3

A

Question 4

Once a company compares its actual performance to performance standards, the next step it should take in the control process is to:

A) set its goals.
B) identify performance deviations.
C) benchmark performance standards.
D) ensure suboptimization.

Question 5

Travis runs a printing business. He gains some knowledge on his competitor's quality of printers and extracts ideas about pricing and delivery standards for his own business. This is an example of _____.

A) delegation
B) suboptimization
C) benchmarking
D) brainstorming

Question 6

Cora is planning to open a restaurant. Before proceeding with the plan, she collects data on the operating standards of one her favorite restaurants that inspired her to open her own restaurant. This is an example of _____.

A) delegation
B) suboptimization
C) benchmarking
D) brainstorming

Question 7

Shawn is a manager at Jolez Solutions. Whenever employees underperform, he asks them to work overtime for a few days. In this case, Shawn is using _____.

A) feedback control
B) feedforward control
C) concurrent control
D) reactive control

Question 8

_____ is the process of identifying outstanding practices, processes, and standards in other companies and adapting them to your company.

A) Branding
B) Regulating
C) Profiling
D) Benchmarking

Question 9

When setting standards by benchmarking, the first step is to determine _____.

A) when to benchmark
B) what to benchmark
C) how to benchmark
D) which companies to benchmark

Question 10

Harrison runs a bicycle manufacturing company. Owing to increasing competition, his company starts losing its customer base. To regain its position in the market, Harrison keenly observes his competitors' business plans and strategies. Subsequently, he incorporates a change in his company's marketing strategy. Eventually, his company starts making profits. This is an example of _____.

A) delegation
B) suboptimization
C) benchmarking
D) brainstorming

Question 11

_____ is defined as a regulatory process of establishing standards to achieve organizational goals, comparing actual performance to the standards, and taking corrective action when necessary to restore performance to those standards.

A) Organizing
B) Coordination
C) Control
D) Planning

Question 12

_____ are a basis of comparison for measuring the extent to which organizational performance is satisfactory or unsatisfactory.

A) Standards
B) Inventories
C) Process maps
D) Innovation streams

Question 13

Which of the following statements is true of a standard?

A) A standard may have to be changed if it does not help in achieving company goals.
B) A company's standard must always be the same as its competitors'.
C) A standard should not align with employees' actual performance.
D) A standard can be determined only by benchmarking other companies.

Question 14

_____ is a mechanism for gathering information about performance deficiencies after they occur.

A) Feedforward control
B) Concurrent control
C) Feedback control
D) Adaptive control

Question 15

Jose is a school teacher. If his students score less than 50 percent on their class tests, he assigns them extra homework. Jose is using _____.

A) feedback control
B) feedforward control
C) concurrent control
D) reactive control

Question 16

Credit card issuers have lost billions from stolen credit card numbers hacked via the credit card swipe machines used in retail stores. As a result, they have _____.

A) added an additional feature of fingerprint scanning to the existing swipe machines to ensure customers use their respective credit cards.
B) stopped paying for fraudulent claims from online retailers.
C) changed the standard from convenience to security and introduced new, more secure pin and chip swipe machines
D) regulated the credit card issuing process based on family size and income.

Question 17

Baked Delights is a startup bakery. To set up its own business standards, it recently collected data on the quality and pricing of the products of Sweet Tooth, the largest and most popular bakery in the region. This is an example of _____.

A) business regulation
B) suboptimization
C) benchmarking
D) profiling

Question 18

The final step in setting standards by benchmarking is to _____.

A) implement functional departmentalization across a company
B) identify the companies against which to benchmark one's standards
C) collect data to determine other companies' performance standards
D) determine the effects of benchmarking on the company's performance

Question 19

Greyson runs a sales company. He sets the goals of his business based on that of his previous company where he was employed for five years. This is an example of _____.

A) delegation
B) suboptimization
C) benchmarking
D) brainstorming

Question 20

Which of the following statements is true of control?

A) Preventive measures are a form of control.
B) Corrective actions are not part of the control process.
C) The control process begins when work procedures conform to established standards.
D) Control is the process of measuring employee performance using scientific performance scales.

Question 21

_____ is the use of hierarchical authority to influence employee behavior by rewarding or punishing employees for compliance or noncompliance with organizational policies, rules, and procedures.

A) Normative control
B) Bureaucratic control
C) Concertive control
D) Objective control

Question 22

_____ is the extent to which it is possible to implement each step in the control process.

A) Synergy
B) Cybernetic feasibility
C) Feedforward control
D) Centralization

Question 23

Which of the following statements is true of feedforward control?

A) It is also known as concurrent control.
B) It is a mechanism for gathering information about performance deficiencies after they occur.
C) It represents the extent to which it is possible to implement each step in the control process.
D) It provides information about performance deficiencies by monitoring inputs rather than outputs.

Question 24

Haylee is a communication specialist at Sunshine Works. She leads a team of 20 employees. Every time her employees underperform, she asks them to attend refresher training sessions. In this case, Haylee is using _____.

A) feedback control
B) feedforward control
C) concurrent control
D) reactive control

Question 25

To determine whether control is worthwhile, a company must consider its _____.

A) dynamic costs
B) feasibility costs
C) regulation costs
D) operational costs

Question 26

Simon is the manager of the editorial department in a publishing company. Every time an editor in his team fails to fix the errors in the article he or she is working on, Simon assigns him or her extra work. In this case, Simon is using _____.

A) feedback control
B) feedforward control
C) concurrent control
D) reactive control

Question 27

Marco is a swimming coach at an elementary school. If his students fail to master a stroke, he compels them to practice for longer hours. In this case, Marco is using _____.

A) feedback control
B) feedforward control
C) concurrent control
D) reactive control

Question 28

Colby runs a start-up that sells seasonal holiday packages. He leads a team of 10 people. Every time his customers are happy with the package created for them, he rewards his employees with shopping vouchers. However, if they break rules or do not comply with the company's policies, he reduces their incentives. In this scenario, Colby is using _____.

A) adaptive control
B) normative control
C) concertive control
D) bureaucratic control

Question 29

_____ are the costs associated with implementing or maintaining control.

A) Value costs
B) Conversion costs
C) Sunk costs
D) Regulation costs

Question 30

Juliana is a team leader at Spectra Inc., a publishing company. She works closely with writers and editors, monitors their performance, and rectifies mistakes when work is in progress. In this case, Juliana is using _____.

A) feedback control
B) feedforward control
C) concurrent control
D) reactive control

Question 31

Which of the following is a similarity between feedback control and concurrent control?

A) Both are based on beliefs that are shaped and negotiated by work groups.
B) Both provide information about performance deficiencies by monitoring inputs rather than outputs.
C) Both seek to prevent performance deficiencies before they occur.
D) Both provide criticism on the basis of outcomes and results.

Question 32

A disadvantage of feedback is that:

A) it is too general to apply to most situations.
B) it has no effect on organizational performance.
C) it always comes after the fact.
D) it monitors inputs rather than outputs.

Question 33

_____ is a mechanism for gathering information about performance deficiencies before they occur.

A) Adaptive control
B) Concurrent control
C) Feedback control
D) Feedforward control

Question 34

_____ occurs when behavior and work procedures do not conform to standards.

A) Affective commitment
B) Job embeddedness
C) Control loss
D) Customer defection

Question 35

Ruben is the chief executive officer of a multinational corporation. He manages 15 teams, and the leaders of each team report to him. When a team performs exceptionally well, Ruben presents them with a trophy at the end of every year. However, when a team does not meet the performance standards, he deducts their earned leaves. In this scenario, Ruben is using _____.

A) adaptive control
B) normative control
C) concertive control
D) bureaucratic control

Question 36

Chace is a manager at Westwick Inc., an advertising company. He regularly holds meetings with his subordinates to track their work progress and address issues that they might be facing. This way, Chace tries to ensure that issues are identified early and work is completed on time. In this case, Chace is using _____.

A) feedback control
B) feedforward control
C) concurrent control
D) reactive control

Question 37

Gigi, the owner of Café Mantra, gives small rewards-free movie tickets-to employees who regularly come to work on time and complete the tasks assigned to them. Employees who break rules or deviate from the company policy, however, often get a cut in their performance-linked incentives. Gigi is using _____ with her employees.

A) adaptive control
B) normative control
C) concertive control
D) bureaucratic control

Question 38

Sabrina is a language trainer at a telecommunications company. Every time her trainees fail to achieve good grades in their practice exercises, she gives them assignments to work at home. In this case, Sabrina is using _____.

A) feedback control
B) feedforward control
C) concurrent control
D) reactive control

Question 39

Identify a difference between feedforward control and feedback control?

A) Unlike feedforward control, feedback control attempts to eliminate the delay between performance and feedback about the performance.
B) Unlike feedforward control, feedback control involves gathering information about performance deficiencies before they occur.
C) Feedforward control is a bottom-up process, while feedback control is a top-down process.
D) Feedforward control monitors inputs, while feedback control monitors outputs.

Question 40

Unlike feedback control, concurrent control _____.

A) gathers information about performance deficiencies after they occur
B) provides information about performance deficiencies by monitoring inputs rather than outputs
C) shortens the delay between performance and feedback about the performance
D) is a mechanism for gathering information and providing feedback about performance deficiencies before they occur

Question 41

Jaime, the president of Coddom Bank, rewards his top-performing employees with an exclusive shopping card at the end of the year. This scenario illustrates that Jaime is using _____.

A) adaptive control
B) normative control
C) concertive control
D) bureaucratic control

Question 42

Which of the following is a difference between bureaucratic control and objective control?

A) Unlike bureaucratically controlled companies, objectively controlled companies are highly resistant to change.
B) Bureaucratic control focuses on whether policies and rules are followed, whereas objective control focuses on observing and measuring worker behavior or output.
C) Unlike bureaucratic control, objective control is top-down control.
D) Most workers only have to worry about pleasing the boss under objective control, whereas with bureaucratic control, the behavior of workers has to satisfy the rest of their team members.

Question 43

_____ is the use of observable measures of worker behavior or outputs to assess performance and influence behavior.

A) Bureaucratic control
B) Objective control
C) Normative control
D) Concertive control

Question 44

Sasha is the manager of a sales team in a corporation. All sales calls made by her subordinates to customers and clients are recorded for quality check purposes. On the basis of their call performance, they get rewarded. This is an example of _____.

A) normative control
B) bureaucratic control
C) concertive control
D) objective control

Question 45

A local plumbing company installed global positioning satellite (GPS) tracking devices in all its trucks to ensure that employees were going on service calls and not running personal errands. This is an example of _____.

A) normative control
B) adaptive control
C) concertive control
D) objective control

Question 46

Emily is a school principal. If the teachers at her school fail to complete teaching the syllabus for the term on time, she fires them immediately. This scenario illustrates that Emily is using _____.

A) adaptive control
B) normative control
C) concertive control
D) bureaucratic control

Question 47

_____ is the regulation of workers' behavior and decisions through widely shared organizational values and beliefs.

A) Objective control
B) Concertive control
C) Bureaucratic control
D) Normative control

Question 48

Managers who use bureaucratic control are known to:

A) place little emphasis on policies and procedures.
B) emphasize following the rules above all else.
C) believe that the shared values and beliefs of the company guide workers' behavior.
D) rely on group norms rather than on formalized rules and regulations.

Question 49

Purple Dust is a digital marketing company. All the computers used by the employees are pre-installed with a software program called Time Doctor to monitor their browsing activities. The software helps the managers determine whether the employees are using the Internet for purposes other than business. This is an example of _____.

A) normative control
B) bureaucratic control
C) concertive control
D) objective control

Question 50

Karson, the managing director of a multinational corporation, punishes his employees for coming late to work by deducting their salaries. In this scenario, Karson is using _____.

A) adaptive control
B) normative control
C) concertive control
D) bureaucratic control

Question 51

Taxi It is a cab service company. Every vehicle used by the company has a wireless active tracking system installed in it, which allows for monitoring the location of the vehicle at any given time. This way, the management is always aware of where a driver is and where he or she is headed. This is an example of _____.

A) normative control
B) bureaucratic control
C) concertive control
D) objective control

Question 52

Unlike output control, behavior control _____.

A) is a type of normative control
B) is often coupled with rewards and incentives
C) gives managers and workers the freedom to behave as they see fit as long as they accomplishprespecified, measurable results
D) regulates, guides, and measures how workers behave on the job

Question 53

Pedro owns a restaurant. If his employees consistently perform their duties, he rewards them with a monthly bonus. If they do not perform well, he deducts their salaries. In this scenario, Pedro is using _____.

A) adaptive control
B) normative control
C) concertive control
D) bureaucratic control

Question 54

Trey is the manager of a sales team in a corporation. If his team members are able to meet their daily targets regularly, they get an extra day off every month. However, if they fail to do so, Trey makes them work extra hours every week. In this scenario, Trey is using _____.

A) adaptive control
B) normative control
C) concertive control
D) bureaucratic control

Question 55

Joanna is the manager of a luxury hotel. All her team members are required to follow a code of conduct. If they do so consistently, they are awarded an appreciation certificate. However, if they fail to do so, Joanna imposes a fine on them, which is later deducted from their salary. In this scenario, Joanna is using _____.

A) adaptive control
B) normative control
C) concertive control
D) bureaucratic control

Question 56

Which of the following statements is true of bureaucratically controlled companies?

A) They place little emphasis on policies and procedures.
B) They are highly resistant to change.
C) They are highly responsive to their customers' needs.
D) They rely on group norms rather than on formalized rules and regulations.

Question 57

Phillip is the manager of a home appliance store. He supervises his subordinates while they are installing appliances in customers' homes. If they do not complete the installation process within the time allotted, they are given a black mark. Depending on the number of black marks they have on their record, Phillip deducts their salaries. In this scenario, Phillip is using _____.

A) adaptive control
B) normative control
C) concertive control
D) bureaucratic control

Question 58

Ashley is the manager of the design team in a marketing company. She requests the company's administration department to install cameras in the corporate office to monitor the entries and exits of all her team members. This is to observe the amount of time the team members spend at their workstations. In this scenario, Ashley is using _____.

A) normative control
B) bureaucratic control
C) concertive control
D) objective control

Question 59

FitnessX is a gymnasium. The owner of the gymnasium has installed surveillance cameras in the main workout area to monitor the behavior of all the fitness trainers. This is an example of _____.

A) normative control
B) bureaucratic control
C) concertive control
D) objective control

Question 60

A logistics company recently installed microchips in all its telephone sets to track and record calls made by its employees. The company did this to ensure that the employees were making only service calls and not personal calls. This is most likely an example of _____.

A) normative control
B) bureaucratic control
C) concertive control
D) objective control

Question 61

Identify a true statement about a self-control system.

A) It allows an employee to do whatever he or she wants.
B) It does not result in anarchy.
C) It does not restrict workers with boundaries.
D) It allows managers to control the goals and behaviors of workers.

Question 62

Curtis is the manager of a footwear store. He carefully chooses his staff members and recruits employees who are attentive, friendly, and articulate. He trains his subordinates to treat customers with respect and courtesy. This scenario illustrates that Curtis uses _____.

A) concertive control
B) objective control
C) bureaucratic control
D) normative control

Question 63

Tiana runs a music school. She is very passionate about music. Hence, she has appointed teachers who share the same love for music. Her employees are hired on the basis of their attitude and traits that contribute to enhancing the learning experience of her students. This scenario illustrates that Tiana uses _____.

A) concertive control
B) objective control
C) bureaucratic control
D) normative control

Question 64

Which of the following is a difference between normative control and concertive control?

A) Normative controls are driven by strong organizational cultures, whereas concertive controls usually arise when companies give work groups complete autonomy and responsibility for task completion.
B) Concertive controls are based on beliefs that are strongly held and widely shared throughout a company, whereas normative controls are based on beliefs that are shaped and negotiated by work groups.
C) Under concertive control, most workers only have to worry about pleasing the boss, whereas under normative control, the behavior of workers has to satisfy the rest of their team members.
D) Normative control monitors rules, whereas concertive control monitors outputs.

Question 65

Darius runs a recruitment agency. He believes that employment empowers people to lead better lives. His employees also share the same belief. Darius trains his employees to find the right candidates for the clients. Likewise, his employees derive satisfaction by helping candidates find their dream jobs. This scenario illustrates that Darius uses _____.

A) concertive control
B) objective control
C) bureaucratic control
D) normative control

Question 66

Anaya owns a store that sells leather products made from mushroom caps. She cares for the environment and the welfare of the animals. To run her business successfully, she employs people who think outside the box and wish to protect animals from exploitation. This is an example of _____.

A) concertive control
B) objective control
C) bureaucratic control
D) normative control

Question 67

Concertive controls are based on:

A) a company's corporate culture.
B) the code of ethics of a company.
C) a company's widely shared values and beliefs.
D) beliefs that are shaped and negotiated by work groups.

Question 68

JBC Customs only hires people who are curious and eager to learn as its managers believe that those are the two traits every employee needs to have if they want to contribute anything of value to the company. Every applicant is carefully screened, and only those applicants who have these two traits are chosen to proceed further in the hiring process. In this scenario, JBC Customs is using _____.

A) concertive control
B) adaptive control
C) bureaucratic control
D) normative control

Question 69

The editorial team at Levine Corp. enjoys full autonomy. There are no managers in the team. The members make hiring and budgeting decisions, and they work in close coordination with each other. In this scenario, the editorial team is using _____.

A) self-control
B) concertive control
C) behavior control
D) normative control

Question 70

The second phase in the development of concertive control involves:

A) the formalization of objective rules to guide and regulate behavior.
B) the validation of procedures that allow group members to self-manage.
C) the ousting of group members who are deemed to be unfit for the group.
D) the evaluation of a group's performance to determine its continuance or discontinuance.

Question 71

Leonel owns a luxury car showroom. He hires staff members who are communicative and pleasant and possess knowledge on the cars they are selling. His employees share the same love for cars as him. This scenario illustrates that Leonel uses _____.

A) concertive control
B) objective control
C) bureaucratic control
D) normative control

Question 72

Which of the following is true of concertive control?

A) A team member's behavior has to satisfy the rest of his or her team members.
B) Workers in an organization only have to worry about pleasing the boss.
C) Companies using concertive control only hire individuals who share the company's beliefs and values.
D) All the workers in a company are free to do whatever they want.

Question 73

The design team at Lance Inc. follows its own set of norms. The team decides its membership, and all the team members are expected to make their own schedules and carry out the work according to the planned schedule. In this scenario, the design team is using _____.

A) objective control
B) concertive control
C) bureaucratic control
D) normative control

Question 74

Identify a difference between bureaucratic control and concertive control.

A) Under bureaucratic control, most workers only have to worry about pleasing the boss, whereas with concertive control, their behavior has to satisfy the rest of their team members.
B) Concertive control is driven by strong organizational cultures, whereas bureaucratic control usually arises when companies give work groups complete autonomy and responsibility for task completion.
C) Unlike bureaucratic control, concertive control is based on beliefs that are shaped and negotiated by work groups.
D) Unlike bureaucratically controlled companies, concertively controlled companies are highly resistant to change.

Question 75

Lydia owns a fashion store for women, and her main focus is on providing quality customer service. The staff is trained to treat customers with utmost care and provide them with reliable fashion advice. Lydia carefully chooses her staff and appoints people who are attentive, friendly, and have a good fashion sense. In this case, Lydia is using _____.

A) concertive control
B) adaptive control
C) bureaucratic control
D) normative control

Question 76

Lia runs a day care center. She is very particular about the kind of attention her staff lends to the children who come to the day care center. She hires employees who love children and are capable of taking care of them with utmost patience. Her employees are attentive, proactive, and sensitive to the needs of the children. This scenario illustrates that Lia uses _____.

A) concertive control
B) objective control
C) bureaucratic control
D) normative control

Question 77

Which of the following is essential for normative control to work?

A) Managers must select and hire the right people.
B) Managers must set up automated methods of performance evaluation.
C) Managers must limit all the outsourcing work in the company.
D) Managers must allow all employees to control their own behavior.

Question 78

_____ usually arise when companies give work groups complete autonomy and responsibility for task completion.

A) Bureaucratic controls
B) Objective controls
C) Output controls
D) Concertive controls

Question 79

As long as the associate editors at Zeal Publishing accurately proofread at least 100 pages of manuscript each day, they are free to create their own schedules and work styles to achieve their daily target. Zeal Publishing appears to be following a _____ system.

A) self-control
B) concertive control
C) behavior control
D) normative control

Question 80

Gary is the founder of an animal shelter; he shares a special bond with animals. Hence, he prefers to employ people who care for animals. The caretakers at his shelter are hardworking, trustworthy, and sensitive to the needs of the rescued animals. This is an example of _____.

A) concertive control
B) objective control
C) bureaucratic control
D) normative control