Question 1

The manager can use a variety of approaches when seeking to measure and control performance. Write a short essay in which you contrast and compare the hierarchical and the decentralized control processes, and explain the factors that help determine which method is used.

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Question 2

Identify and briefly describe each of the common financial ratios addressed in your text.

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Question 3

A feedback control model helps managers determine whether performance meets established standards. In an essay, describe how you would utilize the four-step process of feedback control when setting up a control system in a retail environment.

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Question 4

Discuss the positive and negative factors that can influence the success of a TQM program.

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Question 5

Open-book management is an aspect of decentralized control in many organizations. Write a short essay in which you assess the relationship between open-book management and employee commitment to goals. If you worked in an open-book environment, would you be concerned about the organization's financial situation? What would you want to know? How would this information affect you, and how would it influence your behavior on the job?

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Question 6

Discuss open-book management and the balanced scorecard.

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Question 7

In a TQM program, what is benchmarking?

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Question 8

Organizations need quality and behavioral control, which are a manager's responsibility. If you were the manager of a frozen yogurt shop, what types of controls would you use to monitor quality and behavior? How would you use the information you collect?

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Question 9

Compare hierarchical control with decentralized control.

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Question 10

Approaches to quality and financial control must change with the times. In a short essay, evaluate the effect that the changing global economy and increased awareness of corporate accountability are having on organizational management and processes.

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Quiz 19: Managing Quality and Performance