Question 1

Rentals Plus recently implemented a customer relationship management (CRM)system that tracks wait times and end-of-call evaluations for customer service representatives. This is an example of a control that helps manage

Accepted Answer

The CRM system tracks wait times and end-of-call evaluations, which are directly related to how quickly and effectively customer service representatives respond to customer needs, thus managing customer responsiveness.

Question 2

A restaurant manager routinely measures the number of customer complaints and how often customers leave negative reviews on its social media page. These controls help the restaurant improve its

Accepted Answer

Monitoring customer complaints and negative reviews helps the restaurant improve its quality by identifying areas that need improvement and addressing customer concerns.

Question 3

Compare the operation of a vehicle cruise control system to the control process of an organization.

Accepted Answer

The answer of Compare the operation of a vehicle cruise...

Question 4

For each of the four building blocks of competitive advantage, explain how organizational control can help achieve success.

Accepted Answer

The answer of For each of the four building blocks...

Question 5

For an organization focused on profit, define two commonly used financial measures and explain what they indicate about performance.

Accepted Answer

The answer of For an organization focused on profit, define...

Question 6

At the output stage of a production process, ________ is used to detect problems and trigger management action.

Accepted Answer

Feedback control is used at the output stage to detect problems and trigger management action by analyzing the results of the production process.

Question 7

Indira was recently promoted to a functional manager position. What challenge will Indira face in setting goals for her new subordinates?

Accepted Answer

The answer of Indira was recently promoted to a functional...

Question 8

An executive report lists divisional goals with related operating budget status and measures of financial performance. This report demonstrates

Accepted Answer

The report focuses on financial performance measures and budget status, which are outcomes, indicating output control.

Question 9

Explain how goal-setting relates across different levels of an organization. What characteristics do effective goals possess?

Accepted Answer

The answer of Explain how goal-setting relates across different levels...

Question 10

Describe Lewin's force-field theory. What causes an organization to stagnate? What needs to happen for an organization to change?

Accepted Answer

The answer of Describe Lewin's force-field theory. What causes an...

Question 11

Distinguish between evolutionary change and revolutionary change. Provide an example where managers might implement each type of change.

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The answer of Distinguish between evolutionary change and revolutionary change....

Question 12

How have advancements in information technology affected organizational control systems?

Accepted Answer

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Question 13

Describe the steps an organization would take to manage by objectives.

Accepted Answer

The answer of Describe the steps an organization would take...

Question 14

Define the four steps in the control process.

Accepted Answer

The answer of Define the four steps in the control...

Question 15

Define three techniques for managing employee behavior and describe how they help an organization progress toward meeting goals.

Accepted Answer

The answer of Define three techniques for managing employee behavior...

Question 16

The managers at a theme park are comparing the number of annual passes they sold last year with the number of annual passes sold by other high-performing parks. This is an example of

Accepted Answer

Benchmarking involves comparing one's business processes and performance metrics to industry bests or best practices from other companies. In this case, the managers are comparing their annual pass sales with those of other high-performing parks.

Question 17

For each stage in the process of transforming inputs into finished goods or services, identify the type of control managers use to measure performance. Provide an example for each control type.

Accepted Answer

The answer of For each stage in the process of...

Question 18

Explain how a bureaucratic control approach can reduce the effort required by managers to monitor outputs.

Accepted Answer

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Question 19

Explain the relationship between organizational control and organizational change.

Accepted Answer

The answer of Explain the relationship between organizational control and...

Question 20

Explain the consequences of having too many rules or forcing too much standardization in an organization.

Accepted Answer

The answer of Explain the consequences of having too many...

Quiz 11: Organizational Control and Change

Rentals Plus recently implemented a customer relationship management (CRM) system that tracks wait times and end-of-call evaluations for customer service representatives. This is an example of a control that helps manage