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Exam 19: Basic Elements of Control

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Question 91

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Which of the following is NOT a major form of operations control discussed in the text?

A) Preliminary
B) Screening
C) Postaction
D) Functional
E) None of these choices

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Question 92

Multiple Choice

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Special Exercises FedEx.The package delivery service is committed to accurate and speedy delivery,along with excellent customer service.Information systems are vital to support the firm's complex operations and enable the delivery of 6 million packages daily.It coordinates 90,000 vehicles,677 airplanes,and 200,000 employees in 220 countries,while also ensuring that the firm meets its goals of accuracy,speed,and service.The chief information officer,Rob Carter,puts the emphasis on effectiveness,quality,and satisfaction rather than on efficiency and cost control.JetBlue.The airline industry is one of the most challenging industries for managers.Yet JetBlue,founded in 2000,became one of the most profitable airlines in the United States.Many credit CEO David Neeleman's dedication to monitoring the airline's performance and his passion for feedback.He jumps on a plane once a week or so,serving drinks and loading baggage.Along the way,he smiles politely at praise,but asks passengers to tell him more about their complaints.No concern is too small or too large,from a desire for better biscotti to a request for flights to Chicago.Neeleman gives employees the autonomy to make customer service decisions immediately."Employees at other airlines get so caught up in procedure⎯rules,rules,rules⎯that they often forget there is a paying customer there," Neeleman asserts.The following is a list of organization design terms.Mark which term best describes these two organizations. -Control has accuracy

A) FedEx only
B) JetBlue only
C) Both organizations
D) Neither organization

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Question 93

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Toyota is designing a new car.At the same time it is planning the recycling abilities of the parts.Toyota is effectively integrating planning and control processes.

The level of control designed to ensure that the organization meets its goals is ____ control.

Anu is comparing the performance of her small landscaping business against the standards she established.When she has finished her comparisons,any of the following actions may be appropriate EXCEPT

At the end of the control process there are three possible courses of action.Describe them.

As goals are set during the ____________________ process,attention should be paid to developing standards that will reflect how well the plan is realized.

Match the following.You may use a response once,more than once,or not at all. -Training and developing employees

Quality control is one type of ____ control.

On the end-of-year report for Yoplait yogurt,the division manager noted that "the gross margin for the product was lower than expected." This statement indicates that the control system used by Yoplait might lack

Bureaucratic control is outdated and not effective any more.

Explain the purpose of control.

Managing receivables to make sure customers are paying their bills on time is an example of the need for ____ control.

Match the following.You may use a response once,more than once,or not at all. -External audit

Match the following.You may use a response once,more than once,or not at all. -Related to all other classes of resource controls

If objective data are available,they will provide more useful information than will mere subjective impressions.

An effective way to promote employee participation in the control process is to use screening controls.

Former Secretary of State Hillary Clinton had her own personal server.This went against government security policies.Clinton demonstrated

Budgets

Special Exercises FedEx.The package delivery service is committed to accurate and speedy delivery,along with excellent customer service.Information systems are vital to support the firm's complex operations and enable the delivery of 6 million packages daily.It coordinates 90,000 vehicles,677 airplanes,and 200,000 employees in 220 countries,while also ensuring that the firm meets its goals of accuracy,speed,and service.The chief information officer,Rob Carter,puts the emphasis on effectiveness,quality,and satisfaction rather than on efficiency and cost control.JetBlue.The airline industry is one of the most challenging industries for managers.Yet JetBlue,founded in 2000,became one of the most profitable airlines in the United States.Many credit CEO David Neeleman's dedication to monitoring the airline's performance and his passion for feedback.He jumps on a plane once a week or so,serving drinks and loading baggage.Along the way,he smiles politely at praise,but asks passengers to tell him more about their complaints.No concern is too small or too large,from a desire for better biscotti to a request for flights to Chicago.Neeleman gives employees the autonomy to make customer service decisions immediately."Employees at other airlines get so caught up in procedure⎯rules,rules,rules⎯that they often forget there is a paying customer there," Neeleman asserts.The following is a list of organization design terms.Mark which term best describes these two organizations. -Screening control