Chapter 16

Question 1

1. 
   

   The basic control process of business begins with ____.

   Answer
   

   		either benchmarking or keystoning
   		the establishment of clear standards of performance<
   		the comparison of actual performance to expected performance
   		problem identification
   		determining what corrective action will be if actual performance does not equal or exceed expected performance

1 points  

Question 2

1. 
   

   The three basic control methods are ____.

   Answer
   

   		feedback control, feedforward control, and symmetry control
   		balance control, vertical control, and symmetry control
   		concurrent control, feedback control, and feedforward control<
   		feedforward control, presumptive control, and stasis control
   		stasis control, feedback control, and simultaneous control

1 points  

Question 3

1. 
   

   When it comes to finances, the Balanced Scorecard focuses on one simple question. That question is ____.

   Answer
   

   		How are we performing for our shareholders?<
   		How do we look to our customers?
   		Are we making a profit?
   		What is the bottom line?
   		Are we retaining enough earnings to allow for market growth?

1 points  

Question 4

1. 
   

   McDonald's fast-food restaurants have a well-designed training program for all new employees. Each new employee is supposed to learn how to perform standardized tasks. Due to labor shortages in some areas, these new employees begin work as soon as they are hired and do not receive any off-the-job training. This nonconformity to standards creates ____.

   Answer
   

   		ambiguous group norms
   		motivational grapevines
   		negative benchmarks
   		control loss<
   		monitoring valences

1 points  

Question 5

1. 
   

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

   Answer
   

   		Standards<
   		Potentials
   		Autonomous goals
   		Degrees of centralization
   		Resource goals

1 points  

Question 6

1. 
   

   Normative controls should be used when ____.

   Answer
   

   		cause-and-effect relationships are clear
   		workers have been taught self-control skills
   		responsibility for task accomplishment is given to autonomous work groups
   		it is necessary to standardize all operations
   		organizational culture, values, and beliefs are strong<

1 points  

Question 7

1. 
   

   Which of the following statements about normative control is true?

   Answer
   

   		Normative control tends to create an organization that is highly resistant to change.
   		With normative control, managers focus on work behavior or outputs.
   		Normative control leads to an emphasis on very selective hiring.
   		Normative control arises when companies give autonomous work groups complete responsibility for task completion.
   		None of these statements about normative control is true.X

1 points  

Question 8

1. 
   

   According to the text, which of the following factors can help managers to determine whether more control is possible?

   Answer
   

   		task downsizing
   		cybernetic feasibility<
   		outsourcing
   		channelization
   		synergistic intelligence

1 points  

Question 9

1. 
   

   InterpublicInterpublic, the world's third-biggest marketing services group, informed the SEC that it "had found accounting errors resulting from incompetence as well as falsified books and records, violations of the laws and company policies, and inappropriate customer charges" that required it to restate its earnings for every year in the decade. Interpublic is guilty of overstating both its expenses and its revenues in its earning reports. Interpublic blames its faulty revenue reporting on "inadequate procedures for review of customer contracts." This fraudulent activity will more than likely result in a default on the company's debt and the loss of its stock market listing.
   
   Refer to Interpublic. It appears that the control method Interpublic believed it should have used was one that focused on whether rules and policies were being followed. This approach is called ____.

   Answer
   

   		bureaucratic control<
   		objective control
   		suboptimal
   		self-control
   		concertive control

1 points  

Question 10

1. 
   

   Ironically, ____ control may lead to even more pressure for workers to conform to expectations than ____ control.

   Answer
   

   		concertive; normative
   		normative; concertive
   		bureaucratic; concertive
   		concertive; bureaucratic<
   		behavior; concertive

1 points  

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