Test Bank Chapter 16 Measuring And Reporting Performance

Chapter 16: Measuring and Reporting Performance

Test Bank

Type: multiple choice question

Title: Chapter 16 Question 01

1) Which is the most likely sequence of a corporate planning process?

a. Evaluate strategic options, determine objectives, set mission and goals, review performance against plan

b. Determine objectives, evaluate strategic options, set mission and goals, review performance against plan

c. Set mission and goals, evaluate strategic options, determine objectives, review performance against plan

d. Review performance against plan, set mission and goals, evaluate strategic options , determine objectives

Type: multiple choice question

Title: Chapter 16 Question 02

2) Which of the following options best describes the running of an operation as cheaply as possible?

a. Efficacy

b. Economy

c. Efficiency

d. Effectiveness

Type: multiple choice question

Title: Chapter 16 Question 03

3) What management technique is primarily used to compare the performance of one operation to another?

a. Budgeting

b. Activity-based costing

c. Competitor analysis

d. Benchmarking

Type: multiple choice question

Title: Chapter 16 Question 04

4) What are the four perspectives of a balanced scorecard?

a. Internal processes, financial, stakeholders, innovation

b. Customer, learning and growth, stakeholders, financial

c. Financial, internal processes, customer, learning and growth

d. Customer, learning and growth, innovation, stakeholder

Type: multiple choice question

Title: Chapter 16 Question 05

5) What is a leading performance indicator?

a. An indicator that can anticipate future performance

b. The most important financial measure of the business

c. The most important non-financial measure of the business

d. An indicator that is linked to other performance indicators

Type: multiple choice question

Title: Chapter 16 Question 06

6) If a company reports on its customer complaints by measuring the number and type, what kind of measure is this?

a. A qualitative measure

b. A quantitative measure

c. Neither a qualitative measure nor a quantitative measure

d. Both a qualitative measure and a quantitative measure

Type: multiple choice question

Title: Chapter 16 Question 07

7) In which perspective could ‘right goods delivered at right time’ be put in a balanced scorecard?

a. Customer only

b. Learning and growth only

c. Customer and internal process

d. Customer and learning and growth

Type: multiple choice question

Title: Chapter 16 Question 08

8) Which of the following statements is NOT true of strategy mapping in developing a balanced scorecard?

a. Links the different perspectives of a balanced scorecard

b. Demonstrates the cause and effect between different performance indicators

c. Maps the process of strategic planning

d. Demonstrates the potential conflicts between different performance indicators

Type: multiple choice question

Title: Chapter 16 Question 09

9) To what can customer profitability analysis be applied?

a. Only individual customers and customer groups

b. Only distribution channels and customer groups

c. Only individual customers and distribution channels

d. Individual customers, distribution channels, and customer groups

Type: multiple choice question

Title: Chapter 16 Question 10

10) What is the ‘triple bottom line’?

a. The gross profit, net profit, and profit after tax of a business.

b. The economic, social, and ethical performance of a business

c. The economic, social, and environmental performance of a business.

d. The triple bottom-line is the economic, ethical, and environmental performance of a business