Question

Chapter 19 Test: Managing Quality and Performance 2. The control process (Connect, Perform) Use your knowledge of the feedback control model to select the correct labels for the following diagram. Feedback Adjust standards Adjust performance 3. Compare performance to standards. If inadequate 4. Take corrective action, If adequate Feedback 4. Do nothing or provide reinforcement Establish strategic goals. Establish standards of performace Measure actual performance. Source: Dan, R. L, March, D. (2015). Understanding management (9th ed., D. 629). Stamford, CT Cengage Learning

Answer 1

Correct answers:

A=> Establish Strategic Goals
B=> Establish standards of performance
C=> Measure actual performance

Action

In 2005, Kraft Managers found that Oreo cookie sales in China had been flat for the past five years. => Measure performance

After conducting research showing that Oreos were too sweet and too expensive for most people in China, Kraft invented a new Oreo: a long, thin, four-layer cookie, coated in chocolate. Chinese Oreo revenue doubled. => Take corrective action