Question 1

Which one of the following sources provides information which is comprehensive, formal, and easy to file and retrieve?
A) oral reports
B) personal observations
C) online reports
D) written reports

Accepted Answer

Written reports provide comprehensive, formal information that can be easily filed and retrieved for future reference. They are also more reliable than oral reports or personal observations and can be accessed at any time. Online reports may also be comprehensive, formal, and easy to retrieve, but they may not always be easy to file unless they are printed out.

Question 2

The goal for the sales team at the auto dealership was to sell one new car per day every day of the month. In August the team sold 33 cars. What should management do?
A) Nothing. The deviation is insignificant.
B) Revise the goal. If the team sold more than the goal, obviously the goal is too low.
C) Wait. See if the performance is duplicated next month before taking any action.
D) Celebrate. Any achievement beyond the goal is deserving of a celebration.

Accepted Answer

The sales team sold 33 cars in August, which is only 3 cars less than the goal of selling one car per day. This deviation is not significant and management does not need to take any action. It is important to evaluate performance over a period of time before making any changes to the sales goal.

Question 3

________ corrects the problem at once to get performance back on track.
A) Basic corrective action
B) Immediate corrective action
C) Verbal feedback
D) Disciplinary action

Accepted Answer

Immediate corrective action is the best choice as it addresses the problem at once to quickly get performance back on track. Basic corrective action may not be sufficient in urgent situations, verbal feedback may not be effective in correcting the problem immediately, and disciplinary action should only be used as a last resort after other methods have failed.

Question 4

Deviations that exceed the acceptable range of variation become significant and need a manager's attention.

Accepted Answer

Deviations that exceed the acceptable range of variation can impact performance, quality, and outcomes, so they require a manager's attention to identify the root cause and implement appropriate corrective action. Ignoring or failing to address significant deviations can lead to further problems and negative consequences.

Question 5

Brenda is always ready with a story to tell about performance in her area. Unfortunately, Brenda sometimes leaves out important facts and makes statements that cannot be corroborated. Brenda is delivering ________.
A) personal observations
B) statistical reports
C) oral reports
D) anecdotes

Accepted Answer

The answer of Brenda is always ready with a story...

Question 6

Some control criteria, such as employee satisfaction, can be used for any management situation.

Accepted Answer

Employee satisfaction can be used as a control criteria in any management situation as it is a crucial aspect for maintaining a healthy and productive work environment.

Question 7

Managers could choose to do nothing when ________.
A) an employee fails to attain the standard because of internal problems
B) the difference between actual performance and standard performance is low and acceptable
C) performance standards are acceptable, though the employees have not attained it
D) the variance observed from the expected performance is caused due to unrealistic standards

Accepted Answer

If the difference between actual performance and standard performance is low and acceptable, there may not be a need for action. This also means that the employee is meeting expectations and performing adequately.

Question 8

At the end of every month, the accounting department submits a balance sheet, statement of profit and loss, and cash flow statement to the senior management team. These are all ________.
A) personal observations
B) statistical reports
C) oral reports
D) written reports

Accepted Answer

The question is asking for the type of report that is submitted by the accounting department to senior management. The most appropriate choice is D, written reports, as balance sheets, statements of profit and loss, and cash flow statements are all formal financial documents that are typically presented in written form.

Question 9

For which of the following is a subjective measure most appropriate?
A) level of satisfaction of patient care in a hospital
B) degree of improvement in closing sales in a real estate brokerage
C) quality of a water supply
D) reduction of waste in a manufacturing process

Accepted Answer

The level of satisfaction of patient care in a hospital is a subjective measure because it is based on individual perceptions and opinions. It cannot be accurately quantified or measured objectively.

Question 10

Managers should do nothing if the variance observed from the standard is acceptable.

Accepted Answer

If the variance observed from the standard is within an acceptable range, then there is no need for managers to take any action. However, if the variance is outside of an acceptable range, then managers may need to investigate the cause of the variance and take corrective action.

Question 11

Basic corrective action corrects problems at once to get performance back on track.

Accepted Answer

The answer of Basic corrective action corrects problems at once...

Question 12

Mark recommends that the managers at Statco should identify how and why performance has deviated beyond the acceptable range of variation, and then correct the source of the deviation. Here, Mark is recommending ________.
A) feedforward control
B) immediate corrective action
C) basic corrective action
D) concurrent control

Accepted Answer

Mark is recommending basic corrective action, where the managers identify and correct the source of the deviation beyond the acceptable range of variation. It is not feedforward control, immediate corrective action, or concurrent control, as those involve preventing problems before they arise, taking corrective action immediately, or monitoring ongoing activities to ensure they are on track, respectively.

Question 13

In a short essay, list and briefly explain the steps, processes, and best practices managers typically utilize in the control process. Provide examples where appropriate.

Accepted Answer

The answer of In a short essay, list and briefly...

Question 14

"No, James, you must start the timer after you lower the French fry basket into the fryer, not before." This supervisor is using ________.
A) basic corrective action
B) disciplinary action
C) immediate corrective action
D) delayed corrective action

Accepted Answer

The supervisor is taking immediate corrective action by correcting James' mistake in real time to prevent it from happening again. Basic corrective action would simply involve pointing out the mistake without taking any action to correct it, disciplinary action would involve punishment for the mistake, and delayed corrective action would involve addressing the mistake at a later time instead of immediately.

Question 15

If the variance between the standard and the actual result is in the organization's favor, managers do not need to do anything.

Accepted Answer

Even if the variance is in the organization's favor, managers should analyze the reasons behind it to understand positive performance and ensure that it can be sustained or improved further.

Question 16

If a manager investigates how and why performance has deviated beyond the acceptable range of variation, and then corrects the source of the deviation, she is using ________.
A) feedback control
B) immediate corrective action
C) basic corrective action
D) concurrent control

Accepted Answer

The manager is using basic corrective action, which involves identifying the source of a deviation from acceptable performance and taking corrective action to restore performance to acceptable levels. Feedback control involves using information about past performance to make necessary adjustments and concurrent control involves monitoring ongoing activities to ensure they are within acceptable limits. Immediate corrective action involves taking immediate steps to address a performance issue as soon as it is detected.

Question 17

The comparing step in the control process determines ________.
A) a company's relative position in the industry in terms of the standards used
B) a company's relative position in the industry in terms of performance variances
C) the variation between actual performance and an external benchmark from a noncompetitor
D) the variation between actual performance and the standard

Accepted Answer

The comparing step in the control process determines the variation between actual performance and the standard. This helps in identifying any deviations from the expected performance and taking corrective actions accordingly. Comparing actual performance with external benchmarks or competitors' performance is also useful, but it is not the primary focus of the comparing step in the control process.

Question 18

Following a customer complaint, Bigly Mfg. formed a problem solving team to find out why the system was producing unacceptable parts and make a recommendation to fix it. This is an example of ________.
A) delayed corrective action
B) immediate corrective action
C) basic corrective action
D) preventive corrective action

Accepted Answer

Basic corrective action involves identifying and solving the root cause of a problem to prevent its recurrence, which is what the problem-solving team at Bigly Mfg. is set out to do following a customer complaint.

Question 19

Managers should use subjective measures when ________.
A) work activities cannot be expressed in quantifiable terms
B) work activities are critical to the organization
C) organizational processes and activities are complex
D) employee attitudes are at stake

Accepted Answer

Subjective measures should be used when work activities cannot be quantified. Criticality of work activities, complexity of organizational processes, and employee attitudes may require objective measures for evaluation.

Question 20

At the beginning of every shift, Cody records the amount of pizza sauce in inventory. At the end of every shift, he records the number of pizzas made and the amount of pizza sauce left in inventory. Why would he do this?
A) So he can determine if employees are taking sauce home.
B) So he can compare the quantity used with the budgeted amount.
C) So he will know how much pizza sauce to order.
D) So he will know how many customers visited his pizza parlor during his shift.

Accepted Answer

By comparing the quantity used with the budgeted amount, Cody can evaluate if the amount of pizza sauce used is within the expected range. This helps in managing costs effectively and making adjustments as needed.

Quiz 18: Monitoring and Controlling

Which one of the following sources provides information which is comprehensive, formal, and easy to file and retrieve?

The goal for the sales team at the auto dealership was to sell one new car per day every day of the month. In August the team sold 33 cars. What should management do?

________ corrects the problem at once to get performance back on track.

Deviations that exceed the acceptable range of variation become significant and need a manager's attention.

Brenda is always ready with a story to tell about performance in her area. Unfortunately, Brenda sometimes leaves out important facts and makes statements that cannot be corroborated. Brenda is delivering ________.

Some control criteria, such as employee satisfaction, can be used for any management situation.

Managers could choose to do nothing when ________.

At the end of every month, the accounting department submits a balance sheet, statement of profit and loss, and cash flow statement to the senior management team. These are all ________.

For which of the following is a subjective measure most appropriate?

Managers should do nothing if the variance observed from the standard is acceptable.

Basic corrective action corrects problems at once to get performance back on track.

Mark recommends that the managers at Statco should identify how and why performance has deviated beyond the acceptable range of variation, and then correct the source of the deviation. Here, Mark is recommending ________.

In a short essay, list and briefly explain the steps, processes, and best practices managers typically utilize in the control process. Provide examples where appropriate.

"No, James, you must start the timer after you lower the French fry basket into the fryer, not before." This supervisor is using ________.

If the variance between the standard and the actual result is in the organization's favor, managers do not need to do anything.

If a manager investigates how and why performance has deviated beyond the acceptable range of variation, and then corrects the source of the deviation, she is using ________.

The comparing step in the control process determines ________.

Following a customer complaint, Bigly Mfg. formed a problem solving team to find out why the system was producing unacceptable parts and make a recommendation to fix it. This is an example of ________.

Managers should use subjective measures when ________.

At the beginning of every shift, Cody records the amount of pizza sauce in inventory. At the end of every shift, he records the number of pizzas made and the amount of pizza sauce left in inventory. Why would he do this?