Chapter 3 Controlling Processes

19. The balanced scorecard approach relies not only on financial performance measures, but includes customers, internal business processes, and organizational learning and growth.

20. Benchmarking is a process that helps compare a company against its competitors on a variety of relevant indicators.

21. Strategy maps can help define a balanced scorecard.

22. ISO 9000 is a series of standards covering environmental management systems, auditing, labeling, and life-cycle assessment.

23. In quality control there are two major types of inspection: measurement of a scaled variable and existence of a characteristic.

24. When calculating ranges for particular variables, it is mathematically possible to obtain negative variables; in such an event, one should set zero for that variable range.

25. In services, a product defect is analogous to a defecting customer–a customer who takes their business elsewhere.

Short Answer

26. A useful tool for controlling processes such as quality, scrap, turnover, revenues, progress, costs, and so on is the _________ _________.

27. Measuring _________ _________ is analogous to product defects in service quality.