Louis, the owner of a neighbourhood deli, likes to check all fresh produce deliveries to make sure that quality is high.

1. Louis, the owner of a neighbourhood deli, likes to check all fresh produce deliveries to make sure that quality is high. He is practising __________ control. • feedback • concurrent • feedforward • benchmarking

2. Monique owns and operates her own restaurant. She always prepares the soup du jour and continually tastes the soup throughout its preparation to maintain her high standards. She is engaging in __________ control. • feedback • concurrent • feedforward • benchmarking

3. Zafir’s firm produces auto parts. Lately, there seems to be an increase in defective parts. Zafir feels that this was occurring because workers are rushing to finish work to obtain performance bonuses and supervisors are not monitoring work closely enough. This increase in defective parts is an example of __________. • control loss • resource flows • feedforward control • concurrent control

4. Managers at Allclear Works, Inc., find it easy to establish standards and to measure performance. However, they find it difficult to enact corrective action. From a control perspective, this difficulty in implementing action is termed __________. • quasi-control • restructuring dependence • reducing dependence • cybernetic feasibility

5. Jan’s company had difficulty obtaining certain raw materials for its production processes. As a result, the company decided to change its goals and produce a line of products for which raw materials were more readily available. This switch in goals is an example of ___________. • cybernetic feasibility • reducing dependence • restructuring dependence • resource flows

6. Motaz institutes a series of policies and rules to control the work behaviour of his employees. This is __________ control. • bureaucratic • output • normative • concertive

7. Wilma decides to increase her workers’ production by changing the job descriptions of each of production. She is using __________ control. • bureaucratic • behaviour • output • concertive

8. Al’s work group has a long history of success in the firm and long ago achieved a high level of autonomy. The group members share certain values and beliefs unique to it. The group members tend to behave very much in line with the group’s beliefs. __________ control is at work in this group. • Bureaucratic • Normative • Output • Concertive

9. Newcorp’s goals include increasing its technological leadership, focusing more on its products than it had in the past, and reducing its time to market for new products. In terms of the balanced scorecard approach to control, Newcorp is focused on the ___________ perspective. • financial • innovation and learning • internal business • customer

10. RST Company had long had a problem with excessive waste in some of its plants. Through investments in research and development, it was able to identify several ways to process its wastes into other useful products. This is an example of waste minimization through __________. • waste prevention and reduction • recycling and reusing • waste treatment • waste disposal

11. Shani has established several objectives for her subordinates to accomplish. She monitors her subordinates’ progress toward the goals. Shani is engaged in controlling. • True • False

12. Shiva’s firm needs many skilled workers in order to achieve its goals of growth. This is an example of resource flow. • True • False

13. Sheelagh is trying to measure her organization’s performance in terms of four equally important areas: finances, customers, internal operations, and innovation and learning. She is using a balanced scorecard approach to control. • True • False

14. Jake’s firm made a profit, but this profit did not exceed the firm’s cost of capital. This is an example of suboptimization. • True • False

15. Dudley wants to measure quality in his firm as excellence. However, this approach has the disadvantages of being ambiguous and difficult to measure and control, and it provides little direction to managers. • True • False