Deck 12: Measurement and Knowledge Management for Performance Excellence

Question 1

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

Answer 1

False

Question 2

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

Answer 2

True

Question 3

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

Answer 3

False

Question 4

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

Question 5

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 6

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

Question 7

A good balanced scorecard contains only leading measures and indicators.

Question 8

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 9

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

Question 10

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 11

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

Question 12

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 13

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

Question 14

The quality of information can be improved by capturing data multiple times and as away from the origin of the data as possible

Question 15

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.

Question 16

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

Question 17

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

Question 18

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

Question 19

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 20

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

Question 21

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 22

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 23

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

Question 24

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 25

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

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

Question 26

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

Question 27

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

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

Question 28

_____ 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 29

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

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

Question 30

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

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

Question 31

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 perspective
B)Learning perspective
C)Customer perspective
D)Financial perspective

Question 32

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

Question 33

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 34

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 35

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

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

Question 36

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

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

Question 37

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 38

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

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

Question 39

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)Product outcomes
C)Market outcomes
D)Financial outcomes

Question 40

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

Question 41

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 42

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 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 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 45

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

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

Question 46

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 47

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

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

Question 48

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

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

Question 49

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 50

_____ 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 51

_____ 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 52

_____ 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 53

_____ 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 54

_____ 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 55

_____ 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 56

_____ 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)Definitive
C)Tacit
D)Explicit

Question 57

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

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

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

_____ 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 61

Describe the CI portal tool used by Convergys to get all their employees involved in improving the business.

Question 62

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

Question 63

Describe significance of the leading and lagging measures in the context of a 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

Discuss CI tools.

Question 66

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

Question 67

What is the two-step approach followed by Convergys to deploy continuous improvement (CI) as a key part of the company's culture and achieve its vision?

Question 68

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

Question 69

What are the factors contributing to the rapid and dynamic maturity of the outsourced customer service industry?

Question 70

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

Question 71

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

Question 72

List the purposes of a performance measurement system.

Question 73

Why do managers review performance results in an organization?

Question 74

What is the vision statement of Convergys which went through a series of acquisitions that number more than 20 in the last 20 years?

Question 75

What must be included in an effective knowledge management system?

Question 76

Convergys has its world headquarters at:

A)Sacramento.
B)Cincinnati.
C)Phoenix.
D)Oklahoma.

Question 77

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

Question 78

What is the purpose of the Best Practices Knowledgebase introduced by Convergys to the CI portal?

Question 79

List the reasons for which organizations need good performance measures.

Question 80

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