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162 Cards in this Set

  • Front
  • Back
The resources of an organization need to be carefully allocated in order for the organization to sustain successful operations. Administrative professionals are regularly involved in the operations of the organization that are called the __________.
- "control process"
The control process includes every aspect of the business including _______, the management of ______, standards of _____________, _________, __________ operations, __________, _________, and ________ satisfaction.
- human resources
- raw materials
- manufacturing
- assembly processes
- service
- scheduling
- delivery
- customer
__________ is an essential part of the control process.
- Planning
Controlling focuses on evaluating performance according to __________.
- the plans that have been established
Controlling ensures goals are realized, even if ___________ have to be made.
- modifications
________ and _______ performance are measured, evaluated against known __________, and corrected to ensure that plans are being carried out effectively.
- Employee
- production
- standards
List 4 basic steps in the control process
1. Determination of definition of goals
2. Establishment of standards
3. Comparison of performance with standards
4. Correction of deviations
Goals set during planning are defined in relationship to the __________. Not all goals are ___________. Major goals need to be __________.
- control process
- equally important
- controlled
Appropriate __________ must be developed in order to determine whether or not goals have been accomplished. Standards may be established through the ___________ process, and may be industrywide or specific to the organization itself.
- standards of performance
- MBO (Management by Objectives)
The more technical the work is, the easier it is to develop an ________ standard.
- objective
Actual performance must be compared with ____________ for a program. Deviations from standards should be identified as ____________.
- established standards
- early as possible
Knowing how to measure _________ performance is difficult. Some standards are _________, while others require _______ appraisals. ______ becomes even more difficult the further up one goes in an organization
- actual
- easily measured
- custom-made
- Objective evaluation
To correct deviations between standards and actual performance, the ________ level of management must be aware of the reasons ______ and appropriate action that _________.
- supervisory
- why errors occurred
- might be taken
When correcting deviations, appropriate action to be taken must be determined. Management may respond with these types of actions:
- _______, sowing a change in employer behavior
- _______, showing a change in employee behavior
- Both ________ and _________ performances change
- Standards change
- Performance change
- standards
- performances
Not all deviations occur because an _____ or ______ is at fault. If management tries to assess blame for every error, employer ________ toward may suffer. A severe error in judgment may even result in the __________. At any rate, _______ or _______ action is needed to ensure better results in the future.
- individual
- group
- attitudes
- termination of an individual's employment
- corrective
- remedial
List three primary control mechanisms used to ensure that progress is being made toward achieving certain objectives.
1. Feedforward (precontrol) controls
2. Concurrent controls
3. Feedback controls
Feedforward control is actively _________ and ________ problems. The possibility of technology malfunctioning or the event of other mistakes must be anticipated so that _______ controls (sometimes called ________ controls) can be implemented.
- anticipating
- preventing
- preliminary
- preventative
Concurrent controls are also called __________ controls and apply while operations are __________. Their purpose is to _______ and _________ ongoing activities and processes.
- in-progress
- actually going on
- monitor
- adjust
It is also important to have concurrent controls available to minimize damage that occurs if __________ should fail.
- precontrols
After the work process has been completed, _______ may be used to see if the process can be improved. Feedback ctonrols, often known as ___________, involve checking a __________ and learning from the ______. Feedback control may be the ______ if errors did occur during the process.
- postcontrol measures
- postcontrol measures
- completed activities
- mistakes
- least desirable
Effective control mechanisms must be ____, ________, ___________ and _____, indicating who is responsible for a given deviation and pointing toward the procedure or part of the process that needs to be corrected.
- timely
- understandable
- economical
- flexible
When there are deviations from expected performance, it is usually the _________ who must get workers back "on track."
- supervisors
The goal, of course, is to have a workforce that can produce _____________ work with __________ controls.
- good-quality
- minimal
A ______is a financial statement that is prepared to reflect proposed expenditures for a period of time.
- budget
Although the preparation of the budget is a ________ function, utilizing the budget in controlling costs is part of the _______ function.
- planning
- controlling
_________ management is used in some organizations to share knowledge with each employee or work group as to the financial benefit they provide for the organization.
- Open Book
________ control may be established over raw materials, supplies, work in process, and finished goods.
- Inventory
List three specialized controls
- Inventory
- Quality
- Production
_________ control pertains to activities that are involved in maintaining overall operations on schedule. As work flows through various departments, _______ and ____________ are primary concerns.
- Production
- scheduling
- expediting the work flow
In the past, two types of production processes existed: ______ production and _______ production
- mass (including the assembly line and job lots for small orders)
- flexible (brought about because of changes in technology, demands of competition, and involvement of teams).
When many organizations still rely on characteristics of _______ production, more and more firms have adopted _______ processes, consistent with focus on continuous improvement and the total quality management movement.
- mass
- flexible
The customer can now get more _________ with the product because it meets ________.
- satisfaction
- specific needs
List four innovations in production and operations processes.
1. Robotics
2. Computer-aided design (CAD)
3. Computer-aided manufacturing (CAM)
4. Computer-integrated manufacturing (CIM)
Programmable machines (robots) can perform numerous tasks, often ____________, as long as __________ direct them.
- very repetitive
- software programs
With computer-aided design (CAD), a designer _____ and _______ parts and items to meet ________ specifications using specialized computer systems.
- conceives
- designs
- predetermined
With CAD, enginneers can draw ________ designs, make _________, and allow for _________ as well as the ______ of various materials, all within ________.
- three-dimensional
- changs
- testing
- integration
- specified tolerances
CAD has allowed designers to _______ and _________ more sophisticated and advanced products with __________.
- develop
- pretest
- greater accuracy
Computer-aided manufacturing takes the _______ and ________ it into a set of programmed instructions that are sent ________ to production processing machines, instructing them to perform _______.
- finished design
- translates
- electronically
- specific steps in a given order
In computer-integrated manufacturing (CIM), production systems are developed to help workers ______ products, ______ machines, _____ materials, and ______ entire manufacturing processes in a ________.
- design
- control
- handle
- direct
- systematic manner
While CIM does not require _______, it does involve different operations that are organized around the _______ as well as the integration of people and machines into a production or operations process in an ___________.
- full automation
- computer
- automated manner
_______ is the key to planning and scheduling production. It is the ______ who sets production goals.
- Efficiency
- customer
The production function is responsible for producing _______ products at ____ cost, timed to be available when the _________. This function is concerned with ____________ and a ________.
- quality
- low
- market wants to buy them
- inventories
- stable workforce
Frequently, the production manager must consider making ________ among variables to end up with the most _______________ production plan.
- tradeoffs
- optimal
Detailed production scheduling proceeds at a level within the constraints of the broad plan. Various methods are available for aggregate planning. ______, ___, and ___________ have been developed in an effort to improve on the more traditional methods.
- Graphic
- mathematical
- computer search methods
Like most other management decisions, production decisions cannot be made in _______. Planning meetings should involve ______, ______, __________, and ______ specialists.
- isolation
- marketing
- sales
- production
- engineering
Aggregate planning involves making decisions about how the firm's __________ will be used to respond to _______.
- capacity
- forecasted sales
Aggregate planning requires the production function to be considered as __________.
- a whole
List three methods to assist in the development of aggregate plans
- Graphic and charting method
- Mathematical planning method
- computer search models
All methods of aggreate planning give data requiring managerial _______ and _______. No one method will, for example, determine the optimal rate of _________ and levels of __________.
- analysis
- interpretation
- production
- personnel
Graphic and charting methods of aggregate planning deal with a few _______ at a time on a ________ basis. By plotting and charting the impact that variables will have on the ______ and ______ of the firms output, various trade-offs can be made to achieve a ______ aggregate plan.
- variables
- trial-and-error
- quantity
- timing
- cost-effective
Graphic methods are basically ______ and have the advantage of ________ alternative programs over a ________ planning period.
- simple
- visualizing
- broad
Difficulties with graphic and charting methods stem from the _______ nature of a graphic model. In addition, the process is not ______ or ________ optimizing. The graphic and charting methods themselves do not ________ good programs, but simply ______ program proposals made.
- static
- cost
- profit
- generate
- compare
In 1955 Holt, Modigliani, Muth, and Simon developed the ___________ as a quadratic programming (a method that creates a multiple variable formula) approach for making aggregate ______ and _______ decisions.
- linear decision rule (LDR)
- employment
- production rate
In 1960, Hanssmann and Hess developed a _________ model that is entirely parallel with the linear decision rule in terms of using workforce and production rates as independent decision variables. ______ are much easier to understand and more flexible than the _____. The model provides information related to costs of ________, _______, and ability of ________ to meet projected demands.
- linear optimization
- LPM (linear programming methods)
- LDR (linear decision rule)
- employment
- overtime
- inventories
Computer search models seem to offer the most promise of ________ in aggregate planning. Basically, CSMs search numerous ________ of variables systematically and select the combination that is the most ________.
- flexibility
- combinations
- cost effective
The master production schedule sets detailed schedules for individual _____, ______, _______. The MPS must be developed within the parameters set by the ________; ________ constrains the MPS.
- end products
- facilities
- personnel
- aggregate plan
- aggregate plan
With computer scheduling, production managers have the ___ and _____ of information needed to plan and control highly complex production.
- speed
- quantity
Planning operations that produce inventoriable output requires coordinating ______ with production _____ and the planning and control of _______, among others.
- material needs
- schedules
- capacity requirements
When output is not inventoriable, problems shift to ______ and _____, which often have some unique characteristics. A large-scale project by its nature involves many jobs and tasks that have _____ features. The required activities and operations flow from the _____ design.
- jobs
- tasks
- unique
- unique
The risks that result from failure to meet project completion deadlines are ___, and the penalties for missing completion dates are usually in terms of _______ and _______. Thus the focus in project works is on detailed _______, ______, and ______ of each major activity in relation to the project as a whole. The interdependent nature of the _____ and _______ of the activities mandates careful planning.
- high
- higher costs
- lower profit margins
- planning
- scheduling
- control
- sequence
- timing
List two network planning methods.
1. Critical Path Methods (CPMs)
2. Program Evaluation and Review Technique (PERT)
E.I. du Pont de Nemours and Co. developed ___________ in 1958 to plan and control equipment maintenance in chemical plants.
- critical path methods
The critical path method is the sequence of events that are most critical as to ________ the _______ of activities in a system.
- timing
- path
The US Navy in 1958 developed the ____________ to plan and control the Polaris missile project.
- program evaluation and review technique
PERT (Program Evaluation and Review Technique) is a method for project planning by analyzing the ______ required for _____.
- time
- for each step
CPM and Pert are ________ based on _______ concepts.
- substantially
- the same
Materials often represent __ to __ percent of the total assets of a manufacturing firm. Even in service organization, inventories for materials, and supplies can represent a ________. Today's cost-conscious organizations consider the procurement, processing, and control of inventories an important function often requiring ____ control.
- 20
- 30
- significant investment
- daily
Inventories must be _______ without being ______.
- adequate
- too large
Careful inventory planning attempts to accommodate _____ or _______ in material needs based on such factors as ________ variations, projected ________ and the need for _________.
- increases
- decreases
- seasonal
- sales increase
- "buffer" stock
Consideration needs to be given to the opportunity for getting _____ if large quantities of materials are purchased. The advantages must be weighed against the cost involved in ___ the goods until they are needed.
- quantity discounts
- storing
List four considerations in an effective inventory replenishment policy.
1. Costs
2. Inventory planning
3. Quantity discounts
4. Timing
Most manufacturing firms need to decide which of the components and parts included in the products they produce will be _______ or _______. Improper ______ or _________ decisions can be costly in terms of funds used.
- made "in-house"
- purchased
- make
- buy
Some firms find that producing their own components and parts is wise ________ when the finished product's performance is ________ on the quality of the subassemblies. By making all parts and components, the firm's control over _____ and _______ of the finished product is maximized. If availability of parts and components is _________ and may cause unreasonable _________, the organization may find it economically sound to make parts and components.
- economically
- critically dependent
- quality
- reliability
- uncertain
- production delays
New businesses usually find that it is more _________ most parts and components. Only when _________ possessed by the firm's personnel is required or _______ unique to the manufacturing facility is needed should the new firm take on the manufacturing chore. As a firm ________ and becomes ______, it may choose to add the manufacturing of parts and components to its operations.
- cost effective
- purchase
- special expertise
- special equipment
- grows
- profitable
Becoming dependent on one supplier can be _______ to a business. Also, changing suppliers can have _______, such as _______. ______ for any products also needs to be considered. Often make or buy decisions are closely tied to the plant's _______.
- detrimental
- hidden costs
- training costs
- Service
- capacity
Make or buy decisions require many ________ and need to be made in terms of the firm's _________.
- considerations
- strategic plan
_______ does not end once materials and supplies are ordered. Inventories received from vendors need to be ______ to ensure that they are the ____, that the correct ___________ have been received, and that the materials received are the _______.
- Materials management
- checked
- goods ordered
- quantities
- quality required
Every firm needs to establish policies regarding the procedures to be followed for _____ of shipments received and how and where the materials and supplies will be _____ and ______.
- payment
- stored
- warehoused
Warehousing facilities depend on the ___________ being stored.
- type of product
Inventory management is responsible for maintaining an optimal balance between the advantages of having ___________ and the costs of ________________.
- materials and supplies on hand when needed
- having inventories on hand
The economic order quantity (EOQ) equation is used to determine _____ should be ordered to meet _________ demand at the _________.
- how much
- estimated
- lowest cost
The most important concept to remember about EOQ is that it is an equation that provides the basis for _________ the costs affected by ___________.
- balancing
- inventory replenishment decisions
A firm's policies for inventory management must be designed to fit the ________.
- kinds of inventory to be managed
Two basic types of inventories that need to be maintained are _______ inventories and ________ inventories.
- manufacturing
- distribution
The ________ of raw materials to meet production schedules is more important than ordering exactly the ________.
- timely arrival
- right quantity
Distribution inventories include ________ to satisfy consumer demand.
- finished products
Distribution inventories are frequently ______ to manage because they are dependent on __________. The manager of distribution inventories needs to predict ______ and study ________.
- more difficult
- consumers wants and needs
- consumer needs
- consumer trends
Economic Order Quantity (EOQ) determines _______ should be ordered to meet estimated _______ at the ________.
- how much
- demand
- lowest cost
List four inventory management control systems
- Fixed order-interval control system
- Fixed order-quantity control system
- Combined Systems
- JIT - Just-in-time control system
List two computerized inventory control systems.
- Barcodes
- RFID
_________ establishes periodic intervals, such as weekly or monthly, when the inventory is reviewed. The quantity ordered will be the amount needed to buy the inventory on hand, including any inventory on order, up to the _________.
- Fixed order-interval control system
- minimum quantity level established
Fixed order-interval control system is also known as _____.
- fixed order-period system
In a fixed order-interval control system, the system's order point is frequently tied to a __________ rather than a _______.
- time period
- fixed quantity
The fixed order-quantity control system relies on maintaining a ___________ record of the amount of inventory on hand. A set amount is ordered when the stock on hand reaches that _______. The system depends on the _________ of inventories.
- perpetual (continuous)
- fixed quantity level
- continuous monitoring
Inventory control systems that combine the features of both the ________ and _______ systems are also used.
- fixed order-interval
- fixed order-quantity
Just-in-time inventory control system relies on _______ and production or operations ________.
- forecasts
- control reports
List four things to consider in facilities decisions.
1. Plant location
2. Facility decision
3. Relation of administrative and production space
4. Office design
The importance of selecting the right location is not _________ for all kinds of businesses.
- uniformly important
List three factors for determining the proper location of facilities.
1. Nearness to ultimate consumers, suppliers, raw materials, and major transportation facilities
2. Availability of a trained labor force
3. Room for group and expansion
Studies have shown that when some of the other factors are equal, the location selected is the one ___________.
- closest to the owner's or chief executive officer's home
The Internet and World Wide Web are ____ some of the need for firms to be located in _____ areas where they depend on consumers to pass by and shop.
- reducing
- high-rent
The physical design of any facility should be consistent with the organization's _____, _____, and _________.
- purposes
- functions
- customers
Production may be planned for a facility with a fixed layout or one that focuses on a specific process or the assembling of a finished product. These layouts are _______, ______, and _____.
- fixed layout
- process-focused layout
- product-focused layout
Some functions require specific layouts because of the events scheduled or the services provided. These layouts are _____ or _______.
- fixed layout
- service-oriented layout
Technology has freed up _______ and ______ considerations for managers and staff.
- distance
- space
Offices for managers, administrators, and staff may be designed with _____ and ______. It is important to design enclosed spaces for offices that require ______.
- open areas
- enclosed offices
- privacy
______, _______, and ______ that comprise the open office are used frequently in settings that do not require closed offices.
- Modular furniture
- task lighting
- moveable walls
_______ and _____ furniture has created more choices for design.
- High-tech
- ergonomic
_____ is still a priority for managers to perform some responsibilities and walls are considered essential to ensure this.
- Privacy
________ must be given attention as new office space is being designed or existing office areas are redesigned to accommodate new technology and functions. Successful firms recognize that ______ designed furniture and work areas take stress off employees, thus leading to greater ______.
- Office furniture
- ergonomically
- productivity
Other factors that impinge on human performance and must be considered in designing office space are _______ and ________. These conditions affect ______.
- temperature
- ventilation
- everyone
The most important requirement in designing an efficient office is ______. Everything from walls to chairs must be adjustable and moveable to respond to emphasis on _______.
- flexibility
- ergonomics
List three things to consider in office design.
1. Modern technology
2. Ergonomic advances
3. Environmental factors
______ generally means "fitness for the intended purpose."
- Quality
__________ is a measure of how closely a firm's goods or services meet specified standards.
- Quality
Quality is a _______ concept.
- relative
The aim in a business context is to provide customers with a product at a level of quality that assures ________ while minimizing _______. To pursue a quality standard higher than customers ________, so called _________, adds cost for the company but gives no _______.
- customer satisfaction
- cost
- reasonably expect
- gold plating
- economic advantage
The primary blame for poor quality lies with ______.
- management
List five managerial problems with quality
1. Letting defective products go out
2. Avoid follow-up service
3. Lacking clear work or quality standards
4. Being unaware of the costs of poor quality
5. Establishing the fault
Products are shipped out with defects with the expectation that customers ________. Many firms find it easier to ship out a defective product or provide a lesser-quality service and deal with _______ than to make a _______ product the first time.
- will not complain
- occasional complaints
- high-quality
When poor or defective products are allowed to enter the market, _______ must be made available to the public. Sometimes the customer is blamed for _____ when the real fault is with the basic product quality.
- corrective service
- misuse
Some countries require that products with defects are _____ and ______ or _____.
- recalled
- repaired
- replaced
For workers to produce quality products or services, _________ must be clear. Very often, these are not _______. Or, if they are, managers allow products that violate them to be ________, rendering _______ any quality control process that is being used.
- standards
- shared with workers
- shipped out
- ineffective
People do not realize how much poor quality ______. Many organizations ________ their products and services without any ________ of the costs involved. Quality could have been instilled at the __________ of the process.
- costs
- rework
- awareness
- beginning
Management ______ responsibility for poor quality. Managers tend to blame ____, ________, and ______ who want products to be made correctly the first time rather than ____ themselves.
- does not accept
- workers
- competitors
- customers
- accept blame
Too many managers are not held accountable for ______ work and receive their bonuses for ___ results, without factoring in the _______ of poor quality.
- poor-quality
- short-term
- true costs
Measures of quality in manufacturing systems can be related to rather _______ standards.
- objective
In service-oriented firms, measures of quality are often _________.
- subjective
For some people the term _______ means the best or the most costly features.
- quality
List 2 functions of quality
- Determine optimal quality standards
- Monitor production so that goods and services of the specific quality are the outputs
Quality control involves _____, ______, ______ with established standards, and _____ when necessary.
- measurement
- feedback
- comparison
- correction
Consumer concerns about the quality of the products and services purchased has significantly affected the importance of _________.
- quality control policies
Central to a manufacturer's liability for consumer injury is the concept of ________.
- negligence
In the eyes of the law, negligence can include _____ use and misuse of the product. The question is: Could the manufacturer have _______ the use or misuse of the product?
- foreseeable
- reasonably foreseen
Product warranty includes both that ____ by the manufacturer and the ______ warranty that the product will be safe for consumer use.
- expressed
- implied
The available techniques for controlling quality fall into three categories.
1. Mechanistic
2. Statistical
3. Motivational
Quality control can occur at any one or all three production phases:
1. input
2. production
3. output
Quality control generally consists of a series of ________ designed to verify compliance with all specified quality standards.
- planned measurements
In mechanistic quality control, ________ sensing and feedback devices are used to register whether the tested parts conform to established quality limits.
- automatic
Statistical quality control involves ___________ and ______ concepts, minimizing the number of inspections. By inspecting samples, a firm's inspection costs should be _____ while ______ an acceptable quality level.
- sampling
- probability
- reduced
- maintaining
The premise for using statistical techniques in quality control is that 100 percent inspection is often _______.
- economically wasteful
The motivational quality control technique is based on the premise that quality defects are caused by ____ resulting either from a lack of _______ or a lack of _____. In the early 1960s many aerospace firms developed what were called ________ systems. These programs were designed to motivate each employee to ________ all quality defeats in their assigned job tasks.
- human errors
- knowledge
- attention
- zero-defect
- eliminate
Quality control generally consists of a series of _______ designed to _______ with all specified quality standards.
- planned measurements
- verify compliance
Quality control cannot be limited to _____ product or service but must include the _______ and _______ that go into the ______ product or service.
- final
- materials
- components
- final
_________ are small groups of employees meeting on a regular basis within an organization to discuss and develop management _______ and ______.
- Quality circles
- issues
- procedures
US companies adopted quality circles from ________.
- the Japanese
The underlying principle of total quality management (TQM) is the same as the ________ - that all activities and operations of any organization should be focused on discovering and meeting the needs of the _______.
- total marketing concept
- customers
The aim and focus of all programs should be based on meeting _________ needs on an ongoing basis, regardless of any ______-term losses that may be involved.
- customers'
- short
List the 14 rules of TQM.
1. Creating constancy of purpose
2. Adopting a new philosophy
3. Inspecting products and services continuously
4. Awarding contracts for quality service
5. Improving the production of goods and services
6. Proving training and retraining
7. Instituting leadership
8. Eliminating fear of innovation
9. Fostering teamwork
10. Eliminating useless slogans and targets
11. Eliminating numerical performance quotas
12. Developing pride of workmanship
13. Providing training in TQM approaches
14. Taking managerial action to make changes.
Deming's Seven "Deadly Sins of Quality"
1. Lack of constancy of purpose
2. Emphasis on short-term profits
3. Evaluation through performance appraisal
4. Mobility of management
5. Operating a company on visible figures alone
6. Excess medical costs
7. Excessive warranty costs
_______ is a set of policies to protect the environment internationally.
- ISO 4000
The ISO environmental standards have two focal emphases: ________ and ________
1. sampling and test methods
2. proactive approach to environmental issues
HRM planning requires that every aspect involving people in the organization is covered as part of the _______.
- strategic plan
The major purpose of HRM in any organization should be to _________, _______, _______, and ______ the most qualified employees in all positions.
- attract
- train
- develop
- retain
_______ includes the identification and recruiting of qualified and skilled employees.
- Staffing
_____ are any organization's most critical asset.
- People
__________ and ________ of employees is a key to productivity.
- Training
- development
HRM is the division in an organization that is concerned with providing the _______ environment possible. Such an environment is not a ________; it is a _____ factor.
- healthiest
- motivator
- hygiene
Performance appraisals should have a goal of _________ employees.
- motivating
Many managers feel uneasy about __________. The fact is that ________ and _________ often have common goals.
- collective bargaining
- management
- union
_______ involves helping employees to develop the requisite skills to improve their on-the-job performance.
- Coaching
If the situation exceeds the manager's area of responsibility, counseling is __________ or a ________ is established to take care of the situations that arise.
- outsourced
- department