Deck 11: Control: Monitoring and Improving Results

Question 1

A ___________________ is a specific performance goal that a product is expected to meet.

Answer 1

control standard

Question 2

Which of the following is not a step in the Six Sigma philosophy?

A)define quality
B)measure it
C)improve it
D)revise it

Answer 2

D

Question 3

___________________ is the permissible deviation from standard.

Answer 3

tolerance

Question 4

Which of the following is the last step in the control process?

A)collect data to measure performance
B)set performance standards
C)compare results with standards
D)take corrective action

Question 5

To be an effective controller,a supervisor should approach control problems as a _____ rather than a critic.

A)manager
B)judge
C)coach
D)leader

Question 6

Which of the following is a control standard based on?

A)the organization
B)high hopes
C)future performance
D)estimates

Question 7

Which of the following is a historical record that control standards may be based on?

A)past performance
B)high hopes
C)systematic analysis
D)estimates

Question 8

Michael has made it very clear that anyone who does not follow the new controls will not get their bonus.Which method is he using to soften employee resistance to controls?

A)emphasize the value of controls
B)be specific
C)make the penalty for nonconformance clear
D)be consistent in the application of controls

Question 9

___________________ refer to controls that are applied to conditions to be maintained and results to be obtained during the conversion process.

Question 10

Peter is using reports and numbers to explain the value of the controls he has put in place.Which method is he using to soften employee resistance to controls?

A)emphasize the value of controls
B)be specific
C)make the penalty for nonconformance clear
D)be consistent in the application of controls

Question 11

You found a production issue and are now taking corrective actions to fix it.Which of the following are you doing?

A)taking operational action
B)establishing controls
C)filling the decision maker role
D)filling the judgmental role

Question 12

As a new supervisor,you are creating new departmental rules to ensure your team accomplishes their goals.Which of the following are you doing?

A)taking corrective action
B)establishing controls
C)filling the decision maker role
D)filling the judgmental role

Question 13

Joe has explained how following the new controls will increase the quality of their service.Which method is he using to soften employee resistance to controls?

A)emphasize the value of controls
B)be specific
C)make the penalty for nonconformance clear
D)be consistent in the application of controls

Question 14

You are reviewing your monthly production analysis and comparing them to last month's numbers.Which of the following are you doing?

A)taking corrective action
B)establishing controls
C)filling the decision maker role
D)filling the judgmental role

Question 15

___________________ refer to controls that are applied before the conversion process begins.

Question 16

Which of the following is not a characteristic of the control process?

A)lengthy reports
B)timeliness
C)accuracy
D)beneficial comparison to cost

Question 17

Which of the following is the first step in the control process?

A)collect data to measure performance
B)set performance standards
C)compare results with standards
D)take corrective action

Question 18

Control always begins with the establishment of some ___________________.

Question 19

_____ make sure that employees come to work on time,that materials are used efficiently,and roles and responsibilities are clear.

A)corrective actions
B)controls
C)decision makers
D)problem solvers

Question 20

In the control process,the second step involves ___________________ conditions,activities or results to determine their real characteristics.

Question 21

Overcontrol suggests that standards are too tight,that monitoring takes place too frequently,and that even trivial deviations receive major attention.

Question 22

Corrective controls are applied mainly after the conversion process has been completed.

Question 23

If your department is not meeting its goals,you must take corrective action to fix the issue.

Question 24

The control process must be ___________________ by the people who use it.

Question 25

Root cause analysis can help quality control because it is a systematic problem-solving approach that attempts to identify and eliminate the basic underlying causes of a problem.

Question 26

A punishment imposed by management on an employee as a form of discipline is called a ___________________ that focuses on a highly structured problem-solving process,following the steps of DMAIC (Define quality,Measure it,Analyze it,Improve it,and Control it).

Question 27

Controls have a distant relationship with the goals that are set up during the planning process.
They are directly related.

Question 28

Preventative controls are applied mainly after the conversion process has been completed.
These are corrective controls.

Question 29

The best standards are set by systematically analyzing what a job entails.

Question 30

Controls should not be based on high hopes alone.

Question 31

___________________ is a quality management technique based on finding the best product,service,process,or procedure and adopting it as the standard of quality performance.

Question 32

In relation to control standards,tolerance means the ability to withstand a great deal of pressure.

Question 33

Control always begins with the establishment of a corrective action plan.
Control always begins with the establishment of some standards.

Question 34

Day-to-day control means that most of the time supervisors should be on their feet walking around and communicating.

Question 35

Past performance is not a solid basis for establishing control standards.

Question 36

Employees may take advantage of casual dress days if preventative controls are not established.

Question 37

Overcontrol implies that measurement and adjustment do not take place frequently enough to prevent a serious situation from arising.
This is undercontrol.

Question 38

When things do not go as planned,the user of a control system must be able to determine the cause of issue and how to fix it.This is called ___________________.

Question 39

Supervisors fill two roles: judgmental and decision-making.

Question 40

Concurrent controls are applied to conditions to be maintained and results to be obtained during the conversion process.

Question 41

Detailed,lengthy reports are important to the control process.

Question 42

Benchmarking is vitally concerned with upper level management feedback.
Benchmarking is concerned mostly with customer feedback.

Question 43

A good way to overcome employee resistance to controls is to make threats even if you can't back them up.

Question 44

TQM focuses on ultimate client satisfaction.

Question 45

A good way to overcome employee resistance to controls is to make threats.

Question 46

A good way to overcome employee resistance to controls is to aim for improvement rather than punishment.

Question 47

Timeliness is a key characteristic of the control process.

Question 48

TQM stands for Total Quality Mistakes.

Question 49

Six Sigma can help quality control.