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| 1 | |
What are the two primary functions most supervisors fulfill?
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| | A) | judge and problem solver/decision maker |
| | B) | judge and planner |
| | C) | problem solver/decision maker and juror |
| | D) | judge and jury |
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| 2 | |
Coaching is more effective than criticism in the control process because _________.
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| | A) | coaching is safer |
| | B) | coaching looks backward, whereas criticism looks forward |
| | C) | criticism looks backward, whereas coaching looks forward |
| | D) | criticism is time-consuming |
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| 3 | |
A _____________ is a specific performance goal that a product, a service, a machine, an individual, or an organization is expected to meet.
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| | A) | penalty |
| | B) | tolerance |
| | C) | statistic |
| | D) | standard |
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| 4 | |
Standards are based on which of the following sources?
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| | A) | past performance, high hopes, semantic analysis |
| | B) | past performance, high hopes, systematic analysis |
| | C) | past productivity, high hopes, systematic analysis |
| | D) | past performance, proper goal setting, systematic analysis |
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| 5 | |
Alan uses a survey which he asks all patients to fill out after their hospital stay as a control system for the nursing staff. The survey is an example of _____________.
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| | A) | preventive control |
| | B) | corrective control |
| | C) | pneumonic control |
| | D) | concurrent control |
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| 6 | |
The process of relaying the measurement of actual performance back to the individual or unit causing the performance so that action can be taken to correct or narrow the variance is called ____________.
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| | A) | output control |
| | B) | budget |
| | C) | material control |
| | D) | feedback |
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| 7 | |
The belief that customer satisfaction must be drawn into the quality planning, as well as a commitment from suppliers and distributors is the principle that formed the basis for ______________________.
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| | A) | controlling |
| | B) | total quality management |
| | C) | total quantitative management |
| | D) | six sigma |
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| 8 | |
_________ is a systematic problem-solving approach that responds to symptoms and attempts to identify and eliminate the basic underlying causes of a problem.
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| | A) | Root cause analysis |
| | B) | Six Sigma Approach |
| | C) | Benchmarking |
| | D) | Root problem analysis |
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| 9 | |
When deviations occur, the user of a control system must be able to determine what caused the deviation and how to fix the problem. This is called
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| | A) | duality |
| | B) | causality |
| | C) | accuracy |
| | D) | finality |
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| 10 | |
All of the following are positive approaches supervisors should consider to minimize the negative aspects of controls EXCEPT:
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| | A) | Aim for punishment rather than improvement. |
| | B) | Make the penalty for nonconformance absolutely clear. |
| | C) | Avoid arbitrary or punitive standards. |
| | D) | Be consistent in the application of controls. |
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