| During a manager's meeting, Paula, a district manager, discussed how to handle sensitive employee issues and indicated correctly that management is really just an art.(((FALSE))) |
| Jeffrey Pfeffer and Robert Sutton believed that evidence-based management is founded on the belief that facing the hard facts about what works and accepting the nonsense that passes for sound advice will help organizations perform better. (((FALSE))) |
| Peter Drucker was a 20th-century socialist, opposed capitalism and believed that managers were more of a hindrance than a help to most organizations. (((FALSE))) |
| Ali, a CEO of a large IT organization, understands that many challenges are coming in his industry; therefore, he tells his upper-level management that it's helpful to look at theoretical perspectives of management to help make predictions and develop principles to guide future company strategies and actions. (((TRUE))) |
| Susan, a department manager, believes that ever since the corporate office eliminated certain benefits to reduce costs, her employees have not been working as hard as in the past. This reduction in effort is known as "soldiering." (((TRUE))) |
| Joe, a plant manager, wants to institute a compensation system in which more efficient workers earn higher wages. Joe is proposing to institute a differential rate system(((TRUE))) |
| The Hawthorne studies succeeded in drawing attention to the importance of "social man" and how managers using good human relations could improve worker productivity. (((TRUE))) |
| Olde Manufacturing, a parts supplier to the auto industry, has been using the behavioral approach to management for over 100 years. However, since that method of management is too simplistic for practical use, Olde should begin implementing the newer and more sophisticated human relations movement approach to management, which is the most contemporary approach to management. (((FALSE))) |
| Behavioral science relies on data from past sales to forecast human behavior to develop strategic plans and goals. (((FALSE))) |
| When the Americans entered World War II in 1941, they used the British model to form operations research teams to determine how to deploy troops, submarines, and equipment most effectively. These techniques have evolved into quantitative management. (((TRUE))) |
| The idea that two or more forces combined create an effect that is greater than the sum of their individual effects is called syncretism.(((FALSE))) |
| Right Office Equipment continually talks with customers after they purchase their products, and Right Office managers regularly visit customers to gather feedback on new products, product improvements, and how Right Office can better serve its customers. This is an example of an open system(((TRUE))) |
| When Mr. Jones, the owner of a local hardware store, asks one of his lawnmower suppliers about the total ability of their product to meet customer needs, he is questioning the quality of that mower. (((TRUE))) |
| A-Plus Manufacturing has a policy of using statistical sampling to locate errors by testing just some (rather than all) of the items in a particular production run. This strategy of minimizing errors is known as synergy.(((FALSE))) |
| A local furniture retailer routinely develops and acquires new knowledge, and the employees communicate what they learn to other employees, so the company is able to modify its behavior to reflect what they have learned. This organization is an example of a learning organization. (((TRUE))) |
| holds that there are few really new ideas and that "true is better" than new. (((Evidence-based management))) |
| When faced with a business problem, Sally, a young grocery store owner, discusses business problems with Don, the assistant manager and an employee for over 30 years. Sally believes Don "has seen it all" and knows there are few really new ideas; plus the business has done many simple things, such as offering friendly service, to create and maintain a competitive edge. Sally's management style is best described as(((evidence-based.))) |
| Which three approaches to management are considered historical perspectives? (((classical, behavioral, quantitative))) |
| Within his company, Greg has set up a system with inputs, outputs, transformation processes, and feedback. He utilizes a management style that varies according to the individual and environmental situation, with a strategy for minimizing errors by managing each stage of production. Greg is utilizing a _______ perspective.(((contemporary))) |
| Which of the following is a key benefit of studying theoretical perspectives on management? (((They serve as a guide to action and a source of new ideas.))) |
| The classical viewpoint of management emphasized ways to (((manage work more efficiently.))) |
| Mateo, an IT manager, has been studying the actions that his workers perform in an attempt to improve their productivity. Mateo is utilizing (((scientific management.))) |
| Frank and Lillian Gilbreth identified 17 basic units of motion that they called (((therbligs.))) |
| Amy is a package delivery service manager. She is interested in implementing ___________, the management philosophy pioneered by Frederick W. Taylor and Frank and Lillian Gilbreth, which scientifically studies work methods to improve the productivity of individual workers. In this particular case, Amy will study the routes that drivers take through a congested to city in order to identify ways that delivery staff can make the most deliveries in each two-hour period. (((scientific management))) |
| Susan, a movie theater manager, recently implemented a policy stating that workers who call in sick on Friday or Saturday nights will have their free movie privileges revoked for one month. In observing her workers, she has noticed that some of them feel that the new policy is not fair, and they have not been working as hard as they did in the past. What are Susan's employees doing? (((soldiering))) |
| Sal, a production manager, knows that some of his employees are upset with a new corporate policy that eliminates a tuition reimbursement program. As a result, some of these employees are participating in soldiering. To eliminate soldiering, Sal should (((carefully select workers according to their abilities and give workers training.))) |
| A pay structure in which more efficient workers earn higher wages, as suggested by Frederick W. Taylor, is known as a(n) _____ system. (((differential rate))) |
| _______ was the father of scientific management. (((Frederick Taylor))) |
| Tom, the manager of floral shop, is interested in implementing the principles of administrative management, which involves (((managing the total organization.))) |
| To better meet corporate goals this year, Donna, a CEO, is encouraging her managers to focus on the major functions of management, which are (((planning, organizing, leading, and controlling.))) |
| Because there are some positive aspects of bureaucracy, as proposed by Max Weber, Tammy, a restaurant manager, is interested in implementing certain aspects of the bureaucratic approach to management within her restaurant. Like Weber, Tammy feels bureaucracy is a (((rational, efficient, ideal organization based on principles of logic.))) |
| The management approach that emphasized ways to manage work more efficiently is the ___ approach. (((classical))) |
| The _______ approach to management focuses on scientific methods, time and motion studies, and job specialization with the goal of increasing productivity. (((classical))) |
| Greg, the IT manager, feels that his employees lack the motivation to consistently meet department goals. To better understand human actions and to motivate their employees toward achievement, Greg and his supervisors need to adopt the ____ viewpoint(((behavioral))) |
| Order the schools of thought in the behavioral viewpoint from earliest to most recent. (((early behaviorism, human relations movement, behavioral science))) |
| Hugo Munsterberg is known as (((the father of industrial psychology.))) |
| Hugo Munsterberg believed that psychologists can contribute to industry by _____. For example, Munsterberg might suggest that a company implement a monthly bonus plan that rewards workers for achieving the goals set by their managers. (((devising management strategies to influence employees to follow management's interests))) |
| _______ suggested that organizations should be operated as "communities," with managers and subordinates working together in harmony. For example, in a publishing company run as a community, editors, editorial assistants, and publishers would work together to determine which books should be published. (((Mary Parker Follett))) |
| Mary Parker Follett anticipated some of today's workplace trends, such as (((self-managed teams and worker empowerment.))) |
| According to proponents of the Hawthorne effect, (((giving more attention to employees increases worker productivity, if they think managers care about them.))) |
| Abraham Maslow proposed the (((hierarchy of human needs.))) |
| Maslow's hierarchy of human needs included ((( physiological, safety, love, esteem, and self-actualization.))) |
| Olivia, the general manager of a bowling center, believes that her workers are responsible and capable, and that they can be trusted when given responsibility. Olivia is an example of a(n) ___ manager. (((Theory Y))) |
| George, who owns a small grocery store, has a reputation in the community as a tough manager. Many customers have heard George yell at his employees because he feels that workers today are lazy, lack ambition, and hate to work. George is a(n) ____ manager. (((Theory X))) |
| Behavioral science relies on scientific research for developing theories about human behavior that can be (((used to provide practical tools for managers.))) |
| Which disciplines does the field of behavioral science include? (((psychology, sociology, anthropology, and economics))) |
| Paul English of Kayak.com uses new employees as an excuse for altering an existing open-office seating arrangement. English's action is an application of ____ to management. (((the behavioral science approach))) |
| Gabriel, the CEO of a large global production company, is excited about the introduction of statistics and computer simulations in the design stage of the company's products. Gabriel is using (((quantitative techniques.))) |
| Management science stresses the use of rational, science-based techniques and mathematical models to improve (((decision making and strategic planning.))) |
| The new chief information officer of a national pizza chain is using mathematical tools to aid in product ordering and scheduling decisions. The CIO is using (((management science.))) |
| Operations management focuses on managing the production and delivery of an organization's products or services (((more effectively.))) |
| A computer manufacturer is seeking to cut costs by designing an inventory system that reduces the number of finished products in stock due to overproduction and to set in place a production schedule that better matches customers' orders. These plans are an example of ____ in action. (((operations management))) |
| The three contemporary management perspectives are the ______ viewpoints. (((systems, contingency, and quality management))) |
| The systems viewpoint sees organizations as entities made up of four interrelated parts known as (((inputs, outputs, transformation processes, and feedback.))) |
| The Jones family had a fire that destroyed their home. Various departments of a restoration company, from the initial cleanup crew to the assistance with the Jones family moving back in, worked together to achieve this goal. All of the company's interrelated parts working together to accomplish a goal (in this case, the restoration of the Jones home) is an example of a(n) (((system.))) |
| A local farmer grows and sells tomatoes and beans to the local grocers. Look at the farmer's business as a system. In which category do the tomatoes, beans, squash, profits, and losses fall?(((output))) |
| Donna, a chef in a fine restaurant, utilizes top-of-the-line equipment as she prepares meals for customers. Donna and her equipment are a(n) ______ in the restaurant's system. (((input))) |
| The systems viewpoint regards the various parts making up the whole system as (((subsystems.))) |
| When a line cook in a restaurant cooks uses raw meat to cook a hamburger that becomes part of the restaurant's Super Burger Special (available only on Saturday nights during football season), the cook is taking part in a (((transformation process.))) |
| When the sales of a certain brand of diet soda slowed, a national grocery retailer decided to drop the price of that product, which resulted in a large increase in sales of the soda. This sales increase is a type of (((feedback.))) |
| Right Motors calls its customers after they purchase an automobile from the dealership. In addition, every year customers are asked to complete a short survey about the car they purchased from Right Motors and their customer-service experiences with the dealership. Right Motors is an example of a(n) ___ system. (((open))) |
| For years ABC Copier, a copier machine supplier, enjoyed strong sales and a huge share of the copier market, far ahead of its nearest competitor. However, over the years, ABC seldom asked customers for feedback. So when some of ABC's competition responded to customers' needs and started offering copiers with new features (such as wireless printing from laptop and tablet computers), ABC lost much of its market share. ABC's system is best described as (((closed))) |
| The American economy consists of a complex combination of organizations and variables, such as countless companies differing in size and what they sell, current events, and markets (for example, the housing market and the stock market). According to ________, all of these independent factors interact with one another according to certain simple rules. (((complexity theory))) |
| Cheyenne is the manager of a local small hotel. Just today Cheyenne received word that a major convention will be coming to town next month, and the demand for hotel rooms is expected to skyrocket. In a conversation with the owner, she asked, "What should our approach to pricing be for the week of the convention? Should we require payment in full at the time of the reservation?" Which management method is Cheyenne using? (((the contingency viewpoint))) |
| When a manager assesses a particular situation and decides what to do according to the individual and environmental situation, the manager is utilizing the ____ viewpoint. (((contingency))) |
| Gary Hamel suggests we need to look at management as a process and then make improvements and (((ongoing and systematic.))) |
| The management of Prime Manufacturing is implementing a plan to minimize production mistakes by allowing teams that work in each area of the production facility to develop a plan and then monitor their area to ensure the reduction of errors. The managers are engaging in (((quality control.))) |
| The management of a facility that manufactures parts for car brakes has a policy of testing only some of the items in each production run to locate errors, with the ultimate goal of minimizing errors by managing each stage of production. This process is an example of the ______ technique. (((quality control))) |
| After returning home from a trade show, Mr. Jones, the president of a manufacturing company, called a meeting of his production department. He indicated that the company would soon be implementing a new policy of _______, which focuses on worker performance and urges employees to strive for zero defects. (((quality assurance))) |
| _______ believed that quality stemmed from "constancy of purpose," and that managers should stress teamwork, be helpful rather than simply give orders, and make employees feel comfortable about asking questions. (((W. Edwards Deming))) |
| Joseph Juran defined quality as "fitness for use," which means that (((Joseph Juran defined quality as "fitness for use," which means that ))) |
| To gain a competitive edge this year, the upper management of a global IT company has decided to focus on customer service, employee training, and continuous quality improvement. This approach is known as (((total quality management (TQM).))) |
| Kiddie Village is a successful daycare center. It focuses on actively developing, finding, and communicating new knowledge to its employees so that workers can modify their behavior to reflect this new knowledge. Kiddie Village is an example of a(n) _______ organization(((learning))) |
| Dominique, an executive chef in a large hotel, recently attended a training conference sponsored by several top professionals in his field, where he learned numerous ways his restaurant and hotel can better serve customers. Dominique is excited that management asked him to present this information to the hotel staff so that the restaurant and hotel can make needed improvements. Dominique's hotel is a(n) _____ organization. (((learning))) |
| An organization in which the management builds a commitment to learning, works to generate ideas with impact, and works to generalize ideas with impact is creating a(n) (((learning organization.))) |
| Paul, who is normally an ethical person, has an opportunity to acquire what he feels is "easy" money in his job, and he believes it is safe to steal the money because nobody would know if he does take it. Paul rationalizes that it is fine to steal the money because he needs it more than the person whom the money belongs to. The psychological mechanism that causes Paul to want to steal the money is poor self-esteem.(((FALSE))) |
| Habitual cheating tends to begin with small infractions, such as illegally downloading books and songs, and then grows by increments into an ongoing deliberate strategy of deception or fraud.(((TRUE))) |
| Prior to a 2010 natural-gas pipeline explosion in San Bruno, California, Pacific Gas & Electric chose to use its surplus revenues to improve safety, an example of ethical decision making.(((FALSE))) |
| The employees of a production facility that produce parts for boats are meeting to discuss ways to control rising costs, which are affecting their bonus (incentive pay). The employees are internal stakeholders of the factory.(((TRUE))) |
| The task environment of Top-Notch Sewing consists of just two groups, customers and stockholders, who give the employees and management of Top-Notch the daily tasks that the company's employees will handle.(((FALSE))) |
| Pleasant Resort, a successful 100-year-old hotel and resort, entered into a co-marketing arrangement with A-Plus Hotels, a five-star hotel chain. Both companies benefit from the new relationship. Pleasant is now able to market its facility and services through A-Plus's marketing team, and A-Plus Hotels now offers access to an upscale resort that it can recommend to its customers who are looking for a resort experience. A-Plus Hotels and Pleasant Resort can be considered strategic allies.(((TRUE))) |
| The general environment, or macroenvironment, includes six forces: economic, technological, sociocultural, demographic, political-legal, and international.(((TRUE))) |
| When the Kiddie Village Daycare Center looks at the recent increase in the number of working mothers in its neighborhood to determine how many employees to hire, its managers are studying demographic forces.(((TRUE))) |
| Paul, the vice president of marketing in an international sales organization, is considering opening an office in a new country. He is looking at the current economic, political, legal, and technological global forces in that country that can affect the success of his company's expansion into the new area. These forces that Paul is studying are international forces.(((TRUE))) |
| Just before introduction of a new revolutionary laptop, the Top205 by Top Computers, Greg, the CEO of Top, was informed that a problem with a part inside the Top205 may cause reliability issues. Greg knows that correcting the problem will delay the introduction of the product, and be expensive due to possible order cancelations and added advertising costs. But he also knows that allowing the new flawed computer into the market will affect Top Computers' reputation. Greg's decision whether to delay the introduction of the Top205 or proceed as planned is (((TRUE))) |
| The Sarbanes-Oxley Act set up the Federal Trade Commission to ensure consumer protection and to eliminate and prevent anticompetitive business practices, with penalties of as much as 25 years in prison for noncompliance.(((FALSE))) |
| Companies can reduce unethical behavior by offering a case-based approach to ethics training that presents employees with ethical dilemmas and clarifies expectations.(((TRUE))) |
| Despite recent pressure from stockholders to increase profits, World Extraction Corp., a global petroleum organization, has maintained a practice of consistently acting ethically by being a good global corporate citizen, taking host-country and global standards into consideration when making decisions, and obeying the laws of host countries as well as international law. World Extraction Corp. provides an example of a company acting in a socially responsible way.(((TRUE))) |
| After the scandals at WorldCom, Tyco, Adelphia, and Enron, in which company employees lost millions of dollars and their nest eggs, U.S. companies showed less concern for corporate governance and more interest in the development of corporate social responsibility.(((FALSE))) |
| Shane, a sales manager, remarked that typically, her employees sincerely and positively overstate their job performance and abilities. This is an example of the ____ effect.(((holier-than-thou))) |
| Alonzo, the president of his high school's senior class and honor society, has been very busy and did not study for an important history test. Although Alonzo is very confident, he realizes that he probably will not do well on the test. He has talked himself into cheating because he believes that cheating will help him maintain his strong GPA, which he will need to be accepted by a good college. He tells his friend, "I don't usually cheat, but I really have to do it." Which of the following might explain Alonzo's behavior?(((motivated blindness))) |
| Don, the owner of a bait and tackle shop, attended an entrepreneurship workshop that discussed the triple bottom line, which measures an organization's ____ performance.(((social, environmental, and financial))) |
| What mechanism is used to provide a systematic assessment of an organization's performance in implementing socially responsible programs, often based on predefined goals?(((social audit))) |
| An organization's internal stakeholders consist of(((the board of directors, employees, and owners.))) |
| The marketing director for Zap Games, a video game company, has informed his employees that he feels the company needs to improve its relationship with the distributors of the company's products because the distributors are part of the ______ environment for Zap Games. He believes that a stronger relationship with distributors will lead to more market share, and higher profits, for both Zap Games and its distributors(((task))) |
| Patsy, a registered nurse, has decided to start a home healthcare service to assist with the medical, meal preparation, and light housecleaning needs of older adults. To grow her business, Patsy is focusing her marketing efforts on the older adult population; in these efforts, she is involved with the _____ environment.(((general))) |
| Don was recently promoted, and his salary increase includes retirement investment options, so he has decided to take part in an ESOP. This means that Don(((will be buying or receiving shares of his company's stock.))) |
| Amy, a successful banker and educator, has decided to retire, but she is very interested in staying involved with a company "that cares." So when asked to serve on its board of directors, she gladly accepted the invitation. As a member of the board, Amy will be involved with the organization's(((overall strategic goals and approval of major decisions.))) |
| Warm Hearts is a nonprofit organization that brings warm meals to older adults and runs errands for its clients; the board of Warm Hearts is called the(((board of regents.))) |
| Marie and Marti are partners who solely own M and M Florist. As owners, they can(((claim the organization as their legal property.))) |
| To focus on improving company customer service this year, the CEO of a pet food manufacturer outlined a list of stakeholders to concentrate on: distributors, local communities, and the mass media. These three groups are(((external stakeholders.))) |
| Rebecca and Donna, owners of Fine Coffee and Pastry Shop, are concerned because Panera Bread is opening a new store just one mile from their shop. Rebecca and Donna know that Panera will be offering similar products; therefore, Panera Bread will be a ____ to Rebecca and Donna.(((competitor))) |
| A supplier is an external stakeholder that(((provides raw materials, services, equipment, labor, or energy))) |
| Every Saturday Mrs. Jones and hundreds of other shoppers visit ABC Market, a grocery store, to buy food for their home or business. These shoppers are _____ to ABC.(((customers))) |
| ABC Brothers' cleaning products and equipment are sold to consumers and commercial cleaning companies in Best Supply's janitorial supply and equipment store. ABC relies heavily on Best Supply to help sell its goods and services to customers. Best Supply is a(n) ____ for ABC Brothers' products.(((distributor))) |
| Ole McDonald, a successful farm equipment supply company in the Midwest, has joined forces with A-Plus Supply, a national hardware and home retailer. As a result of this new relationship, Ole McDonald can open stores in other regions and A-Plus can now offer a high-quality product in the farm community. Ole McDonald and A-Plus Supply are now(((strategic allies.))) |
| Since the 1950s, the percentage of the U.S. labor force represented by unions has(((steadily declined.))) |
| Local communities are stakeholders of organizations because communities(((rely on the tax base from companies and the jobs the company provides.))) |
| The city government of Pleasantville promised significant tax breaks to a large retailer if it opened a store in Pleasantville, which would result in nearly 200 new local jobs. However, the retailer decided that it would staff the new Pleasantville store with employees from its other stores, meaning no new jobs were created. As a result, the city of Pleasantville instituted clawbacks by(((rescinding the tax breaks given to the retailer.))) |
| Which type of funding raises small amounts of money from many people to finance a new venture?(((crowdfunding))) |
| _______ are regulatory agencies, such as the SEC (Securities and Exchange Commission), that establish ground rules under which organizations may operate.(((Government regulators))) |
| Joe, a lobbyist who represents the oil industry, is meeting with several members of Congress to try to exert political influence by contributing funds to the lawmakers' election campaigns. Joe also is involved in a letter-writing campaign to promote his cause. Joe is working on behalf of a(((special-interest group.))) |
| The mass media are part of an organization's(((task environment.))) |
| Which forces are part of the macroenvironment?(((economic, technological, sociocultural, demographic, political-legal, and international))) |
| What is a synonym for the macroenvironment?(((general environment))) |
| Tom and his managers are discussing the unemployment, inflation, and interest-rate trends that might affect their chain of coffee shops over the next 12 months and the projected growth in the areas where the stores are located. The managers are studying the ______ forces in their organization's general environment.(((economic))) |
| Fewer children are interested in learning how to play a musical instrument, and young people having less interest in owning cars. These two trends are examples of ____ forces at work.(((sociocultural))) |
| _____ forces lead to new developments in methods for transforming resources into goods or services. For example, a new technique called hydraulic fracturing (or fracking) has been developed to harvest natural gas trapped below the earth's surface.(((Technological))) |
| When a food distributor considers changing the products it markets in the southern states because of an increasing percentage of customers from Central and South America, it is examining the ____ forces at work in the southern United States.(((demographic))) |
| _____ forces affect the way politics shape laws and the way laws shape the opportunities for and threats to an organization. For example, some cities in the United States (including New York and San Francisco) have set the minimum wage far above the federally mandated minimum wage.(((Political-legal))) |
| Changes in the economic, political, legal, and technological global system that may affect an organization are ______ forces. For example, stresses within the European Union (including the United Kingdom's recent decision to exit the EU) may have global ramifications.(((international))) |
| Joe, the owner of ABC Electronics, just discovered that his trusted friend Paul, his accountant for over 30 years, has been mishandling the company books and stealing from the company bank account. Joe must decide whether to ignore his friend's actions and avoid bad publicity for ABC Electronics, or to have Paul arrested for embezzlement. Joe is facing(((an ethical dilemma.))) |
| Ethics are(((standards of right and wrong that influence behavior.))) |
| . ______ are the relatively permanent and deeply held underlying beliefs and attitudes that help determine a person's behavior. These beliefs may include the idea that employees should be promoted solely on the basis of merit, that no bribes will be paid to foreign officials to obtain business licenses, and that companies should offer extended maternity leave upon the employee's request.(((Values))) |
| To increase profitability, top management of a national retailer needs to decide if it will close several stores. Management knows that by closing the locations, it will save the company millions of dollars and benefit many stockholder groups and individuals. The benefits of closing the stores outweigh the benefits of keeping them open. Keeping the stores open would be advantageous for many fewer people than closing the stores. This logic is an example of the ___ approach to deciding ethical dilemmas(((utilitarian))) |
| Consider the following situation: Local livestock farmers could allow the runoff of manure nutrients into a stream that feeds a local lake because polluting the stream helps farmers in the short term. However, farmers will act ethically in the short run to avoid harming others in the long run because doing so is also in the farmer's best long-term interests. This type of thinking reflects the _____ approach to deciding ethical dilemmas.(((individual))) |
| With recent reports of identity theft, Mr. Jones, the CEO of a construction company, is concerned about his employees' privacy, and because of recent accidents on the job, he is also worried about the safety of his workers. Mr. Jones's concerns with privacy and health and safety are key elements in the _____ approach to deciding ethical dilemmas.(((moral rights))) |
| ______ guides the justice approach to deciding ethical dilemmas.(((Respect for impartial standards of fairness and equity))) |
| Bernard (Bernie) Madoff used money from newer investors to pay off older investors. Which type of scam was Madoff running?(((Ponzi scheme))) |
| Greg, the president of an IT company, is friends with Jack, the CEO of HyperTech, a company that develops and manufactures computer hardware. Jack tells Greg that HyperTech is about to announce the creation of a revolutionary new computer processor that will quadruple processing capacity and cause HyperTech's sales and profits to skyrocket. Greg then purchases a large number of shares of HyperTech company stock before the news of the new computer processor is made public. In which illegal activity has Greg engaged?(((insider trading))) |
| The Sarbanes-Oxley Act of 2002 established requirements for ____. Noncompliance can result in penalties of(((proper financial record keeping for public companies; as much as 25 years in prison.))) |
| Jane, a successful store manager, leads her employees by encouraging them and showing that she genuinely believes in them. She also encourages group and team efforts. Jane manages at Kohlberg's _____ level of personal moral development.(((conventional))) |
| Don has managed several restaurants for over 50 years and is close to retirement. With his maturity and business experience, his decisions are sound, based on solid, proven values. Don tends to be an independent thinker who focuses on empowering his employees. Don manages at Kohlberg's ______ level of personal moral development.(((postconventional))) |
| The employees of Mom's Pizza, a local pizza restaurant, feel that the owners and managers really try to follow the ethical policies outlined in their company's code of ethics. Pete, a cook, said that "Just today, Joe, our manager, called our supplier to let them know we received an extra case of tomatoes that we did not pay for. And they do this type of thing almost every day." Mom's Pizza maintains a(n)(((ethical climate.))) |
| A(n) ____ is a formal written set of ethical standards guiding an organization's actions.(((code of ethics))) |
| Phillip said to a close friend, "I am fed up with my company's continual disregard for the environment. They secretly dispose of hazardous chemicals into a nearby stream constantly. I don't know how they get away with it! I am going to call a reporter at the local newspaper and reveal what my company is doing." Phillip's decision to tell somebody about his company's actions is an example of(((whistle-blowing.))) |
| As the CEO of a company that produces products for schools, Hannah believes that her company needs not only to produce a profit but also to do things that benefit society. _______ guides Hannah's beliefs.(((Social responsibility))) |
| The company that Don owns, the Ardmore General Store, is a family-owned company that has been in business for more than 100 years. Don wants to give back to the people of the community to acknowledge their role in the store's success. He decides to donate a significant portion of the store's profits to a charity every year. Don's decision is an example of ___ in action.(((corporate social responsibility))) |
| Sustainable economic development(((meets present needs without compromising the ability of future generations to meet their needs.))) |
| Business scholar Archie Carroll suggested that ________ is the first and primary responsibility of an organization in the global economy(((to make a profit consistent with expectations for international business))) |
| Mr. Smythe, a wealthy businessman who made his fortune in the oil industry, understands the importance of a college education, so he has donated over $10 million over the last several years to colleges and universities. Mr. Smythe's actions are an example of(((philanthropy.))) |
| Which of the following is an example of a green policy or action?(((Coca-Cola has pledged to replenish (return to nature) all the water it uses to make its beverages.))) |
| Which of the following describes the system of corporate governance?(((governing a company so that the interests of corporate owners and other stakeholders are protected))) |
| On an organization's board of directors,(((inside directors may be members of the firm and outside directors are supposed to be elected from outside the firm.))) |
| With regard to boards of directors, and in particular their oversight of the CEO, the board of directors' _______ is the biggest complaint(((lack of independence from the CEO))) |
| Before you travel and conduct business abroad, spend some time learning about the way business is conducted in foreign countries. For example, in Asia and the Middle East, personal relationships are crucial to getting things done, so you should plan to engage in small talk and to avoid business talk during after-hours outings.(((TRUE))) |
| While in Italy, Tony was able to communicate important information to George, his business partner, via e-mail. Later that day, Tony remarked to George about how helpful it was that he was able to return to their office in New York in less than nine hours. The "global village" refers to this "shrinking" of time and space as air travel and the electronic media have made it easier for people around the globe to communicate with one another.(((TRUE))) |
| Sally has seen such great interest in her scented candles that she has decided to start her own small business selling them. Sally's company can use the Internet and the World Wide Web to operate globally, helping her get a global business started more easily because she can put products on a website and sell worldwide. So, in a sense, the Internet wipes out the former advantages of distribution and scope that large companies used to have.(((TRUE))) |
| Susan, a teacher, is interested in helping children in other countries learn how to read. She has formed an international nonprofit organization, Read to the World, whose employees travel to Africa to donate books and work in schools as tutors. Read to the World is an example of a multinational corporation.(((FALSE))) |
| Greg, a manager at the Rome, Italy, store of an American-owned clothing company, understands the differences and similarities between American and Italian customers, customs, culture, and practices. As a result, Greg uses his understanding of Italian culture, tastes, and business practices to help him market his products to Italian customers in Rome—and he uses his understanding of American culture to sell his products to American tourists who are visiting Rome. Greg is an example of a geocentric manager.(((TRUE))) |
| Two managers from an Electronics Mart were talking to Ty, their district manager, about Harriet, the unpopular store manager. Susan, the assistant manager, said, "I believe I speak for other managers and employees when I say that Harriet acts like she knows it all. We all feel that Harriet does not listen to any of us because she always thinks her way is right and does not want to consider any other opinion." Harriet is an example of a geocentric or parochial manager.(((FALSE))) |
| In 1999, the top exporting nation was the United States, but in 2015 the world's top exporting nation was China.(((FALSE))) |
| Over the last two years, an American computer manufacturer has partnered with a technology organization in Japan to develop and produce computers and printers. The partnership benefits both organizations and is an example of countertrading.(((FALSE))) |
| A greenfield venture is a strategic alliance with individuals and organizations in developing nations; the venture's goals are to assist, educate, and share the risks and rewards of starting a new nonprofit organization in the developing country.(((FALSE))) |
| There are two types of tariffs: a revenue tariff, designed simply to raise money for the government; and a protective tariff, which raises the price of imported goods to make the prices of domestic products more competitive.(((TRUE))) |
| NAFTA is a trading bloc consisting of the United States, Canada, Panama, and Mexico.(((FALSE))) |
| The "most favored nation" trading status describes a condition in which a country grants other countries favorable trading treatment, such as the reduction of import duties.(((TRUE))) |
| After a morning of global cultural training, Marie, the vice president of marketing, is having lunch with Ann, who will be managing the company's new office in South Korea. Marie tells Ann, "There are cultural differences between the United States and South Korea that will affect the success of our office. For example, I suggest giving a couple of cans of Spam to your larger customers, because Spam is considered elegant in South Korea." Marie's advice to Ann is good because it takes into account the many kinds of cultural differences between the United States and other countries.(((TRUE))) |
| Dawn grew up helping her father work on cars in his auto repair shop and developed into an excellent auto technician. Because of stereotypes regarding women in this field, she is interested in finding a shop that minimizes gender discrimination and role inequalities. Dawn wants to work for a company that highly values gender egalitarianism.(((TRUE))) |
| Philippe is from the Mediterranean coast of Greece and Sasha is from Iran. In their grocery store, this married couple is accustomed to focusing on one task at a time rather than multitasking. Philippe and Sasha work on a system of polychronic time.(((FALSE))) |
| Which of the following is NOT a good piece of advice for those who travel for business?(((Technology-based meetings conducted through videoconferencing are often as effective as expensive, time-consuming domestic or business travel.))) |
| Globalization is the trend(((of the world economy toward becoming a more interdependent system.))) |
| Joe, who is from Michigan, is transferring to the Paris office. As one who has studied the effects of globalization on business, Joe understands that it crucial to (((understand the local culture.))) |
| Great systems of _____ are the hallmark of great civilizations.(((communications))) |
| Last week Paul, CEO of Quality Furniture in South Carolina, traveled to Europe to visit customers. While overseas, Paul checked his e-mail daily and showed his company's website to customers, explaining how the website will help them place orders and receive merchandise more quickly. After visiting the last customer Friday morning, Paul was able to return to the corporate office in South Carolina to meet with his board of directors that night. _______ is the "shrinking" of time and space with air travel and electronic media.(((the global village))) |
| According to Rosabeth Moss Kantor of the Harvard Business School, which three events of the 1980s paved the way for the global economy?(((The Berlin Wall came down, Asian countries opened their economies to foreign investors, and there was a worldwide trend of governments deregulating their economies.))) |
| Don, who owns an investment firm with customers worldwide, has witnessed how dangerous global economic interdependency can be. During a lunch meeting he mentioned to a customer, "In my opinion, ______________ have been two negative effects of global economic interdependency for the United States."(((other countries stealing U.S. technology and the loss of well-paying jobs in the United States))) |
| Technology philosopher Nicholas Negroponte proposed that the global market driven by electronic information((("forces things to get bigger and smaller at the same time."))) |
| Tom, who owns a successful business with two locations and a few international clients, was approached by a large organization about dramatically expanding his company. Tom later told his wife that he is happy with his success, but he wants to stay small because if he decides to add new products, small companies (((can get started more easily and maneuver faster.))) |
| Hannah, an engineer for an oil company, is interested in working overseas at this stage of her life because she knows that foreign work experience demonstrates ____ to potential employers.(((independence, resourcefulness, and entrepreneurship))) |
| Tops Burger, a _____________ based in Amarillo, Texas, has restaurants in 25 countries.(((multinational corporation))) |
| Shoes International is a global nonprofit organization that works with schools and various companies to donate shoes to poor children throughout the world. Shoes International is an example of a (((multinational organization.))) |
| Ethnocentric managers believe that their native country, culture, language, and behavior (((are superior to all others.))) |
| John, a construction manager, has been having problems finding quality employees in some of the company's foreign offices. While speaking with his attorney, Alisha, he mentioned that "in our locations overseas, many of our good employees have been quitting, and as you know, we have numerous lawsuits over personnel policies." Alisha explained that historically, problems with employee turnover and lawsuits are a result of ____ policies.(((ethnocentric))) |
| _____ is another word for ethnocentrism.(((Parochialism))) |
| George, a regional manager for a global corporation, is meeting with several upset managers from the Rome plant about Steve, who is originally from Florida but moved to Italy to manage the Rome facility. Phillipe, the assistant manager, tells George, "We all feel that Steve sees things only one way—his—and very seldom considers our perspective on things." Steve is employing a ______ management style.(((parochial))) |
| Maria, the vice president of sales for an international organization, believes that employees in her foreign offices understand best how to handle the personnel and practices in their offices. So when the corporate HR manager approached Maria about reprimanding Robert, a native Parisian who is the Paris office manager, for not doing things according to corporate policy, Maria backed Robert and said, "I believe that the home office should leave Robert alone because he best understands the local culture." Maria is a(n) ___ manager.(((polycentric))) |
| Roberto, the vice president of marketing, is talking to Francis, a sales manager in a foreign office, about several local situations that Francis's reps are facing in their territory. Roberto tells Francis that he believes there are differences and similarities between home and foreign personnel and practices, and that Francis should use whatever techniques are most effective. Roberto is a(n) ____ manager.(((geocentric))) |
| Many companies are interested in expanding globally in order to (((gain access to supplies, new markets, and lower labor costs.))) |
| ______ are Mexican manufacturing plants with low labor costs that give special privileges to their American owners in return for employing Mexican citizens.(((Maquiladoras))) |
| Quality Air, a company that builds airplanes, typically orders parts for its airplanes from other companies. _______ is the practice Quality Air is using.(((Outsourcing))) |
| Dominique owns an international grocery store, the World Food Market, where customers can purchase foods and canned goods from other countries. World Food Market is an example of a company that (((imports.))) |
| Alice's Pasta Kitchen makes quality pasta and sells its products to customers in other countries. Alice's Pasta Kitchen is ____ its products.(((exporting))) |
| Using ________, Don's Carpet installed carpet at no cost for City Office Supply, in exchange for $1,000 of office supplies. (((countertrading))) |
| Countertrading is ___ goods for goods.(((bartering))) |
| Which of the following is an example of licensing? (((When a company allows a foreign company to pay it a fee to make or distribute the first company's product or service.))) |
| Luxere Hotels International, an American company, sells the rights to other hospitality companies globally to open hotels with the Luxere name for a fee and a share of the profit, in return for using Luxere's brand name and a package of materials and services. Luxere is engaged in (((franchising.))) |
| Technology Experts is a U.S. company that specializes in IT research. It has formed a joint venture with Processor Inc., a Canadian organization that has a reputation for producing quality PCs. The two companies will work together to market laptops in China, sharing the risks and rewards of starting the new enterprise together. Technology Experts and Processor Inc. are partners in a(n) (((strategic alliance.))) |
| Sometimes a country's laws forbid foreigners from owning a business in the nation. In the presence of such laws, a(n) _____ is one way for an American company to have a presence in that foreign country.(((joint venture))) |
| Donald is the owner of The Party Hat, a U.S. event-planning company. He plans to open an event-planning company, Events & Adventures, in London. Events & Adventures will be totally owned and controlled by The Party Hat, which makes Events & Adventures a ____ of The Party Hat.(((wholly-owned subsidiary))) |
| Free trade is the (((movement of products between countries without political or economic obstruction.))) |
| The United States uses government regulations, such as tariffs, embargoes, and import quotas, to limit the import of goods and services and to protect U.S. industries against foreign competition. ______ is the use of these regulations.(((Trade protectionism))) |
| A tax on automobiles imported into the United States that raises prices on imported vehicles to make the price of cars produced in the United States more competitive is a(n) ______; a tax on all oil imported into the United States, which is implemented to raise money for the U.S. government, is a(n) (((protective tariff; revenue tariff))) |
| Prior to 1990, the United States imposed a tax, known as a(n) ________, on automobiles imported from Mexico. (((tariff))) |
| An import quota is a(n) (((trade barrier.))) |
| The United States limits the amount of cheese purchased from other countries; this is a(n) ____ policy .(((import quota))) |
| Shrimpers in South Louisiana have accused China of selling shrimp in the United States at a lower price than U.S. suppliers. The goal of the Chinese, they argue, is to drive down the price of U.S. shrimp. The U.S. shrimpers are accusing the Chinese of(((dumping.))) |
| ________ is prevented by quotas.(((Dumping))) |
| At one time, the United States used a(n) ________ to prohibit the import of all products made in Cuba.(((embargo))) |
| The WTO(((monitors and enforces trade agreements.))) |
| The agreements of the World Trade Organization are based on(((GATT.))) |
| The World Bank(((provides low-interest loans for improvements in developing nations.))) |
| Recent protests against World Bank operations involve complaints that the World Bank (1) supports countries that permit sweatshop labor or restrict religious freedom, and (2)(((finances projects that could damage the ecosystem.))) |
| The IMF has(((helped support some weaker European countries during the recent financial crisis.))) |
| NAFTA and the EU are both (((trading blocs.))) |
| According to the watchdog group Public Citizen, NAFTA is responsible for (((the loss of 845,000 U.S. jobs.))) |
| _______ is a trading bloc consisting of 28 trading partners in Europe.(((The European Union))) |
| ______ is the group of 21 Pacific Rim countries whose purpose is to improve economic and political ties, and to reduce tariffs and other trade barriers across the region.(((APEC))) |
| When planning a trip to France, Jim and his wife, both Americans, were concerned about how much they could afford to spend in Europe because sometimes the U.S. dollar will buy more goods and sometimes it will buy less, based on changing economic conditions. The ____ rate is the rate at which the currency of one area or country can be exchanged for the currency of another's(((exchange))) |
| ASEAN is a(n)(((trading bloc consisting of 10 countries in Asia.))) |
| George owns an international grocery store in New Jersey, the Global Food Bazaar. He has benefited highly from the trading bloc that allows him to purchase food products from Central American nations at a nice discount. With many of his customers from Costa Rica, the Dominican Republic and Guatemala, he is particularly grateful for ______, a trading bloc.(((CAFTA-DR))) |
| The United States granted most favored nation trading status to China, which means that(((China receives favorable trading treatment, such as the reduction of import duties.))) |
| During global culture training for a group of employees who are being transferred to Egypt, Samira, the HR training manager, remarked that "in the Arab world, men often hold hands, which is meant to express (((solidarity and friendship."))) |
| solidarity and friendship."(((the shared set of beliefs, values, knowledge, and patterns of behavior common to its people.))) |
| Susan, from California, arrived in Saudi Arabia and immediately noticed that the way Saudi men treat women is vastly different than the way men in the United States treat women. Susan was feeling uncomfortable and disoriented because she was experiencing(((culture shock.))) |
| ______ in a low-context culture.(((Shared meanings are derived primarily from written and spoken words))) |
| The GLOBE project is an ongoing cross-cultural investigation of nine cultural dimensions involved in ___ processes.(((leadership and organizational))) |
| According to the GLOBE project, in-group collectivism refers to (((the extent to which people should take pride in being members of their family, circle of close friends, and work organization.))) |
| According to the findings of the GLOBE project, the assertiveness dimension represents the extent to which a society values (((confrontation and competitiveness.))) |
| When communicating across cultures, the best strategy regarding language use is to(((learn the local language.))) |
| Monochronic time is a(((preference for doing one thing at a time.))) |
| Tom and his fiancée Susan decided to have their wedding on a beach in Acapulco, Mexico. Local businesses provided most of the services for the wedding, such as the limousine and the catering services. Throughout the weekend of the wedding, the couple found that workers and limos arrived late; so did the priest who was performing the wedding. In response to the couple's frustration, the Mexican workers remarked, "Ustedes tienen que ser flexibles," which in English means "You have to be flexible with time." This attitude regarding time is (((polychronic.))) |
| .______ is a government's seizure of a domestic or foreign company's assets.(((Expropriation))) |
| The _____ is the law that makes it illegal for employees of U.S. companies to make "questionable" or "dubious" contributions to political decision makers in foreign nations.(((Foreign Corrupt Practices Act))) |
| Greg, a geologist from Kansas who works for ExxonMobil, has decided to transfer to one of ExxonMobil's offices in Saudi Arabia. Greg is a(n) ____ while living in Saudi Arabia,(((expatriate))) |
| Which of the following statements is FALSE?(((The United States was the world's largest economy in 2014.))) |
| Spark, Inc., which manufactures the fireworks that municipal governments buy to put on their annual fireworks shows on the Fourth of July, moved most of its manufacturing operations from the United States to China a decade ago. Now, Spark is moving production back to the United States because the company's managers are uncomfortable with many Chinese business practices. Spark, Inc. engages in __________ when it moves its operations back to the United States.(((reshoring))) |
| Which of the following is NOT one of the BRICS countries?(((Indonesia))) |
| Which statement is NOT true of the BRICS countries?(((The BRICS countries have joined together to form a trading bloc.))) |
| Roberto works for a company that highly values performance-oriented traits, such as achieving a certain level of sales and increasing market share by a certain percentage. In analyzing this aspect of Roberto's company, Geert Hofstede would examine the company's _______ dimension.(((masculinity/femininity))) |
| A business model outlines what customer needs the company will satisfy, the operations of the business, the company components and functions, and the projected revenue and expenses.(((TRUE))) |
| When using MBO, managers should meet about once a year, either informally or formally, to review progress on meeting objectives.(((FALSE))) |
| Every five years, the upper-level managers of ABC Technology meet to develop a new large-scale action plan that will set the direction for the company for the next five years. In that meeting the managers work on developing a strategy.(((TRUE))) |
| The upper-level managers of Deluxe Coffee are meeting to discuss the company's long-range goals and vision. Like any organization, Deluxe Coffee should adopt planning and strategic management for just two reasons: (1) to provide direction and momentum and (2) to encourage retention of high-value employees.(((FALSE))) |
| When Holiday Inn Express stated that the organization strives to "be the primary source of hospitality in the communities" it serves by providing its customers "the best possible experience and by being good neighbors," it is stating its code of ethics.(((FALSE))) |
| Alison, the director of marketing for a global company, is planning the contributions she and her department will make to the organization over the next 24 months. This type of planning is called operational planning.(((FALSE))) |
| Paula is the store manager for a national grocery retailer, and she received the yearly tactical plan from Greg, her district manager. Paula is meeting with her department managers to plan how to implement the specific tasks outlined in Greg's plan for the next year. Paula is engaged in operational planning.(((TRUE))) |
| Goals are arranged in a hierarchy known as a means-end chain because in the chain of management, the accomplishment of high-level goals is the means leading to the accomplishment of low-level goals or ends.(((FALSE))) |
| Jerome's Italian Pizza is in a very competitive industry, and its upper management believes that it can achieve higher profits by focusing on a strategy of lowering costs and prices, providing quicker delivery, and providing good customer service. "Increase profits by 15% a year for each of the next five years" is an example of a strategic goal.(((TRUE))) |
| The production plant for Ace Manufacturing has been located in the same place for over 100 years. It has just completed its new factory, which includes its new corporate offices. The planning required for moving Ace into a new facility is a single-use plan.(((TRUE))) |
| When utilizing MBO, the manager and employee jointly set objectives for the employee, the manager develops action plans, the manager and employee periodically review the employee's performance, and the manager makes performance appraisals and rewards the employee according to the results.(((TRUE))) |
| Greg, owner of Comfortable Home Heating and Air, has been having problems with employee morale. After investigating, he found that some of his department managers were using management by objectives, but the accounting and sales managers were not utilizing MBO in their departments. For the MBO program to be successful, Greg must be sure that it is implements throughout his entire organization.(((TRUE))) |
| The planning/control cycle has two control steps: (1) control the direction by comparing results with the plan and (2) control the direction by increasing organization diversity and synergy.(((FALSE))) |
| In the planning/control cycle, managers take corrective action by correcting deviations in the plan being carried out or by improving future plans.(((TRUE))) |
| Mr. Smith, CEO of an auto dealership, has been working on the two planning steps of the planning/control cycle with his managers. To do this, Mr. Smith and his managers need to make their plan and then carry out the plan.(((TRUE))) |
| Setting a very challenging goal for yourself, such as "I will double the number of hours I study next semester so that I can increase my GPA by at least half a point," can keep you motivated and focused on achievement. This type of goal, which involves pushing yourself beyond what you mind might think is safe is known as a(n)(((stretch goal.))) |
| Research suggests that when writing out a plan to achieve your biggest goals, it is important to(((make a concrete plan and break goals into manageable bites.))) |
| While sitting at her desk, Ann is setting goals and deciding how to achieve them. She is (((planning.))) |
| With increasing competition in the restaurant business, Sal, owner of Mom's Pizza, is dealing with growing uncertainty. He is meeting with his managers to develop a future course of action to meet company goals. This process is known as(((planning.))) |
| ______ can help workers focus on critical problems, choices, and opportunities.(((Planning and strategic management))) |
| The profits of ABC Grocery have dropped significantly over the last several months. After investigating, the owner realizes that many of the store's departments are moving in the wrong direction. The owner realizes that these departments need stronger and closer management, but she also realizes that she has not provided her managers with enough direction regarding her expectations for the store's goals and the employees' performance. This example shows how an organization can progress in the wrong direction as a result of (((poor planning.))) |
| Deon is opening a car wash, and he has approached SCORE, an SBA organization that assists small-business owners in setting up their companies. As a new business owner, the SCORE counselors would probably advise Deon to(((write a business plan.))) |
| An organization's _______ expresses the need the firm will fill, the operations of the business, its components and functions, and the expected revenues and expenses.(((business model))) |
| Prior to opening her new restaurant, Nia is determining what items to offer on the menu, the anticipated profits and expenses, the tasks of various employees, and how those jobs will be handled. Nia is creating her(((code of ethics.))) |
| ________ is the primary reason for an organization to adopt planning and strategic management.(((Developing MBO))) |
| _______ is the primary reason that entrepreneurs create business plans. (((To get financing and think through important details))) |
| The first three steps in planning his organization are (in the correct order)(((writing a mission statement, creating a vision statement, and strategic planning))) |
| The planning process begins with two attributes: a mission statement and a vision statement. What questions are answered with each of these? (((What is our reason for being?; What do we want to become?))) |
| What is our reason for being?; What do we want to become?(((purpose of an organization.))) |
| Clothing maker Patagonia states that its purpose as an organization is to "build the best product, cause no unnecessary harm, [and] use business to inspire and implement solutions to the environmental crisis." This is the company's (((mission statement.))) |
| Elite Coffee and Bakery, a café that offers a relaxing environment to enjoy quality coffees, teas, soups, and other menu items, has a poster in the front of its restaurants that reads, "We will always provide a quality product to help our customers better meet the challenges of their day and always take the time to offer caring service one person at a time." This statement is Elite's(((mission statement.))) |
| During a management meeting, Dave, the CEO of Top Office Equipment, reminded his management team of where the company wants to go as an organization: "Top Office Equipment is the expert whom customers should always call regarding all their office equipment needs because Top Office strives to understand customer needs and provide the right answers for them." This statement is Top Office Equipment's (((vision statement.))) |
| One Fortune article states that "vision should describe what's happening to the world you compete in and what you want to do about it" and (((it should guide decisions."))) |
| The ______ are strategic, tactical, and operational.(((three levels of planning))) |
| At the strategic level of planning, managers must pay attention to the environment outside the organization, be future oriented, and (((deal with uncertain and competitive conditions.))) |
| A company's strategic planning may have to be done _____ due to frequently changing competition and technology.(((closer to every one or two years than every five years))) |
| The upper management of a large national retail grocery store has passed along the new goals of improving customer service to the district managers. At this point, the district managers need to determine how the stores in their district will achieve top management's goal with the given resources during the next 6 to 24 months. The district managers are developing ______ planning.(((tactical))) |
| Operational planning must be completed by first-line managers every ____, and tactical planning is done by middle management every(((1 to 52 weeks; 6 to 24 months.))) |
| The upper-level managers of Synergy Technology are meeting for the week to look at the long-term company goals and overall direction of the organization. The CEO has expressed her concern over the economy and has told her managers to look closely at the environment outside the organization before making decisions and to be future oriented. In this meeting, top managers of Synergy are (((doing strategic planning.))) |
| _______ is planning done by middle managers to determine what contributions their departments or similar work units can make with their given resources during the next 6 to 24 months.(((Tactical planning))) |
| ______ is planning done by first-line managers to determine how to accomplish specific tasks with available resources within the next 1 to 52 weeks.(((Operational planning))) |
| Suppose you manage an upscale restaurant in New York City. __________ would involve writing employee schedules and a list of things to do for the chef and other kitchen staff.(((Operational planning))) |
| Strategic planning should communicate not only general goals about growth and profits but also (((ways to achieve them))) |
| The top management of Tasty Foods, a food distribution company, has set strategic goals of increasing organizational market share and also decreasing corporate costs over the next three years. Greg, a division manager for Tasty Foods, has looked at his resources, and he has decided how his division can contribute to the two strategic goals set by upper management: (1) by partnering with another company and (2) by hiring a procurement manager to negotiate lower prices from vendors. Greg's next step is to roll out his ____ to his staff(((tactical goals))) |
| Dave owns several computer repair shops across the Midwest, and he has set a goal for his company of cutting costs in all his locations over the next three years. Dave has set a(n(((strategic goal.))) |
| ____ are goals set by and for first-line managers and are concerned with short-term matters associated with realizing tactical goals.(((Operational goals))) |
| A ______ is a specific commitment to achieve a measurable result within a stated period of time.(((goal))) |
| _____ can be another term used for a goal. ((( objective))) |
| Susan is a front-line supervisor in a grocery retailer. She desires to decrease the time she spends working on doing her daily closing work by 45 minutes. This objective set by Susan and for her is an example of a(n) (((operational goal.))) |
| Warby Parker, a manufacturer of fashionable prescription eyewear, notes on its website, "Warby Parker was founded with a rebellious spirit and a loft objective: to offer designer eyewear at a revolutionary price, while leading the way for socially-conscious business." This excerpt from the company's website states Warby Parker's(((vision statement.))) |
| The management of Quality Carpet Cleaning finalized the company's action plan for increasing its market share over the next few years. The management then set up a 12-month plan that defines how the organization will conduct its business based on the action plan, including clear sales targets for each week. The second plan is an example of a(n) _____ plan.(((operating))) |
| This month, Alice, the branch manager of Quality Computer Sales, has heard several complaints from customers that Quality employees do not return calls. Today a good customer told Alice that "my phone calls and e-mails are returned after maybe a week or so." Hearing enough, Alice mandated that "all customer phone calls and e-mails must be returned within 24 hours." This new directive by Alice is an example of a(n) (((policy.))) |
| Fast Delivery trains its truck loaders how to set the packages in the delivery vehicles, so that when delivery drivers are pulling packages off their trucks, they are organized in a specific order and with the label facing forward to reduce errors and save time. A(n) _______ is being implemented when directing that the trucks be loaded in this specific manner. (((procedure))) |
| A ______ is a standing plan that outlines the response to particular problems or circumstances.(((procedure))) |
| A ______ is a standing plan that designates specific required action.(((rule))) |
| The department chair of the IT department issued a directive that "Absolutely no food or drink are allowed in any computer lab." She issued this directive because several computers and keyboards in the computer labs were recently damaged by spilled drinks and food. This is a(n) ___________ issued by the department chair.(((rule))) |
| _____ are plans developed for activities that are not likely to be repeated in the future, such as plans for programs or projects.(((single-use plans))) |
| Paula, the store manager, asked Tom to organize the prize giveaways for the store's grand reopening open house. Tom is organizing a(n)(((project))) |
| A _____ is a single-use plan encompassing a variety of projects or activities.(((program))) |
| The Human Resources department of French Quarter Seafood conducted a training workshop on setting and achieving organization goals. Alex, the store manager of the New Orleans location, has been working with his managers to set objectives that are clearly defined, focused on achieving specific results, and can be accomplished with a given amount of resources. Which aspect of SMART goals is missing?(((Goals should specify the target dates or deadline dates when they are to be attained.))) |
| Which of the following goals satisfies the SMART criteria?((("In the next quarter, our Houston sales rep will increase sales by 10%."))) |
| Billy told his boss, Gwen, that he is going to start training for the upcoming marathon to be healthier and to have more energy for work. When Gwen asked him about his running history, Billy said, "I really have never run before and don't exercise much. I just know I need to do something." Gwen told Billy, "You should start slowly, maybe setting smaller, realistic exercise goals that are achievable." Gwen is helping Billy set a(((SMART goal.))) |
| With setting SMART goals, you should choose only a few goals on which to focus. These goals should be results-oriented and(((support the organization's vision.))) |
| ____ is the process for motivating employee performance in which the manager and employee jointly set objectives for the employee, the manager develops action plans, the manager and employee periodically review the employee's performance, and the manager makes a performance appraisal and rewards the employee according to the results achieved.(((MBO))) |
| André, the plant manager, is interested in increasing the facility's productivity by utilizing MBO so that his managers and their employees are more focused on objectives. This month André asked his managers to concentrate on the two first steps of MBO, which are (((to jointly set objectives with their employees and to have managers develop action plans.))) |
| Steve, a hotel general manager, has had great success using MBO. Hannah, his district manager, has found that Steve's employees are highly motivated. Because Steve _________, Hannah is able to discern that he is using MBO.(((rewards his employees with compliments, raises, and other benefits as they meet their goals))) |
| The purpose of MBO is to (((motivate subordinates.))) |
| Research on MBO shows that people are impelled to set more difficult goals when(((both management and subordinates participate.))) |
| For MBO to be successful, top management must be committed to the program, MBO must be applied organizationwide, and (((objectives must cascade.))) |
| MBO works by objectives moving through the organization; that is, top managers set general organizational objectives, which are translated into divisional objectives, which are translated into departmental objectives. The hierarchy ends in individual objectives set by each employee. This is an example of MBO working as objectives ______ through the organization.(((cascade down))) |
| When utilizing SMART goals or MBO, deadlines can help you keep your eye on the ______ while simultaneously paying attention to ______.(((big picture; the necessary details))) |
| To ensure that plans are moving in the right direction, managers can use the (((planning/control cycle.))) |
| The planning/control cycle has two planning steps. They are(((1) make the plan, then (2) carry out the plan.))) |
| Alicia, a district manager for a global retailer, is traveling to different stores in her district to discuss with store managers how to increase profitability for the rest of the fiscal year. What is Alicia doing?(((controlling the direction of the planning/control cycle))) |
| John, the owner of a lawn care service, likes to meet with his employees six months after their yearly evaluation to discuss how they are progressing on suggestions on and plans to improve their yearly job evaluation. At this point, by comparing the six-month results with the past evaluation, John is in the ______ steps of the planning/control cycle.(((control))) |
| The planning/control cycle has two control steps: (1) control the direction by comparing results with the plan and (2) control the direction by taking corrective action in two ways—namely, by (((correcting deviations in the plan being carried out or improving future plans.))) |
| correcting deviations in the plan being carried out or improving future plans.(((It outlines how goals are going to be met.))) |
| You are reading a business document that outlines your company's long-term goals and direction. These goals include "Reduce energy consumption in our offices by 20%," "Grow out market share in China from 3% to 10%," "Enter a strategic alliance with a partner in Australia to begin selling our products in Sydney and Brisbane," and "Equip all sales representatives with an app that allows them to provide an immediate quote when meeting with customers." What type of document are you reading?(((a strategic plan))) |
| Which of the following companies is NOT one of the "frightful five" companies that dominate the Internet economy?(((Instagram))) |
| . You have an idea for a company that sources fruits from local farms and makes fresh juices on a daily basis. You want to start a subscription-based service in which households within a 100-mile radius subscribe to your plan and receive two gallons of freshly squeezed juice (for example, cherry juice, apple juice, lemonade) twice a week. As you think about starting your business, you ask yourself: How rare is the service I am offering? How valuable is it? Can I organize the company to maximize my advantages in the marketplace? After asking these questions, review and identify which question from VRIO did you forget to ask?(((Is the resource or capability costly for other firms to imitate?))) |
| Based on the VRIO framework, which of the following start-up companies has the least potential to have a competitive advantage, to be profitable, and to grow?(((a cat-sitting service, where you take care of people's cats when they are on vacation; you decide to advertise your services on Craigslist and the local newspaper))) |
| VRIO is a framework for analyzing a resource or capability to determine its competitive strategic potential by answering four questions. VRIO stands for(((value, rarity, imitability, and organization.))) |
| The Whole Foods chain of supermarkets has stated, "With great courage, integrity, and love, we embrace our responsibility to co-create a world where each of us, our communities, and our planet can flourish. All the while, celebrating the sheer love and joy of food." This proclamation is Whole Foods'(((values statement))) |
| Which of the following is an example of a mission statement?((("to offer the lowest prices on new hardcover books, anywhere in the world"))) |
| A short-term usually spans ______ while a long-term goal typically spans(((12 months; 1 to 5 years.))) |
| You receive a memo that reads as follows: “In recent months, our customer evaluations have dropped, and our sales have decreased by 10 percent. To restore our business, we will do the following: (1) We will contact all of our customers and offer a 10 percent discount on their next purchase. (2) For the customers who spend more than $1,000 per year, we will invite them to join our Insiders’ Club, which gives them discounted tickets to concerts and sporting events. (3) Effective immediately, we will begin staffing our call center 24 hours a day, 7 days a week. (4) Customer-service personnel will be given more discretion in helping customers resolve problems, with minimal interference from supervisors.” This memo is a(n)(((action plan.))) |
| Which of the following is intended for one-time use and is not likely to be repeated in the future?(((a program))) |
| Which of the following is an example of a rule?((("An employee who comes to work intoxicated will be terminated immediately."))) |
| While preparing a self-assessment of your job performance the previous year, you are required to list three goals for the coming year. You list the following as one of your goals: “I will triple sales in my territory by the end of the next fiscal year.” Based on the SMART criteria, what is the problem with this goal?(((It is not attainable.))) |
| Management by objectives (MBO) and goal cascading will not work without an effective (((goal-setting process.))) |
| Which of the following is NOT a step in the process of management by objectives (MBO)?(((Managers determine each employee's strengths and weaknesses.))) |
| ___ is the overall goal of MBO.(((Motivating employees))) |
| Cascading goals being _____ and "cascade" to(((at the top of the organization; individual employees.))) |
| Which sequence of goals is consistent with "cascading" goals that begin at the top of the organization?(((strategic goals > divisional goals > department goals > individual goals))) |
| As a manager, you meet with each of your team members quarterly to review their progress toward their written and agreed-upon goals. One of your employees, Claire, had a goal of increasing sales in her territory by 10% in the first quarter of the year. However, when you review Claire’s sales numbers, you see that her sales have actually gone down. You know that Claire is a hard worker and has an excellent relationship with her customers. When you sit down to discuss Claire’s performance, she explains what is happening in her territory. A major automobile manufacturer, which once provided 25,000 jobs, has moved its operations to Mexico and laid off all 25,000 of its workers. As a result, the economy in Claire’s region has become quite depressed, and the residents are living off their savings. Taking the steps of the planning/control cycle into account, what is your best course of action with Claire?(((Recognize the economic reality of Claire's territory and change her goals to make them ambitious but realistic.))) |
| Which of the following is a tactical goal?(((By the end of this fiscal year, we will achieve a 10% cost reduction in our office expenses.))) |
| Donna's Restaurant is a popular café that specializes in home-cooked meals, friendly service, and a menu that contains vegan and vegetarian dishes, (menu items that no other restaurant in the area offers). Donna's Restaurant is engaging in strategic positioning by offering the unique menu items of vegan and vegetarian dishes.(((TRUE))) |
| A and B Office Supply, a small family-owned company, sells high-priced desks, some as expensive as $10,000, to executives in its area. Very few companies have chosen to market this product, and A and B has enjoyed record profits over the last 25 years. A and B Office Supply is an example of a company that would typically not choose to utilize strategic planning.(((TRUE))) |
| The strategic-management process is often touched off by a crisis.(((TRUE))) |
| The first three steps in the strategic-management process are establishing the mission and the values statement, assessing the current reality, and formulating the grand strategy.(((TRUE))) |
| Frank is interested in rewriting the vision statement for his antique shops, and he wants his employees and his business to grow. Therefore, the vision for Frank's stores should be positive and inspiring, and it should stretch the company and his employees to achieve objectives that they believe are not possible.(((TRUE))) |
| When Pablo and his partner wrote the mission statement for their fitness center, P&P Fitness, it did not include descriptions of their customers or the products and services they offer, because those descriptions belong in a vision statement.(((FALSE))) |
| The vision statement is an organization's purpose or reason for being, and a company's mission statement is its long-term goal of what it wants to become.(((FALSE))) |
| Competitive intelligence means gaining information about one's competitors' activities so that you can anticipate their moves and react appropriately. For example, managers gain competitive intelligence by reading business publications, in order to understand competitors' business plans, goals, and strategies.(((TRUE))) |
| The managers of a small bakery, Butter & Batter, decided to do a SWOT analysis to study the strengths and weaknesses within the organization and the external environment. A key benefit of conducting a SWOT analysis is being able to better formulate strategies in pursuit of the firm's mission. (((TRUE))) |
| Organizational threats are an environmental factor that can hinder an organization's ability to achieve a competitive advantage. For example, managers may realize that the government is about to place restrictions on exports, which will limit the company's ability to sell its products overseas (which will in turn greatly reduce its profits).(((TRUE))) |
| Brilliante Pens, a 125-year-old pen manufacturer, markets very high-quality pens, many of which cost more than $1,000 each, to executives globally, always maintaining its reputation of superior value in its narrow market. Brilliante is using a cost-focus strategy.(((FALSE))) |
| For over 20 years, ABC Manufacturing produced only one product, a car part for Moraine Assembly (the Moraine, Ohio, General Motors truck factory). Because its single-product business is so closely tied to Moraine Assembly, ABC is a vulnerable company.(((TRUE))) |
| In a single-product strategy, a company makes and sells only one product within its market. An example of a businessperson following a single-product strategy is a farmer who grows and sells only corn.(((TRUE))) |
| Execution consists of questioning, analysis, and follow-through to mesh strategy with reality, align people with goals, and achieve promised results(((TRUE))) |
| Because all work ultimately entails some human interaction, effort, or involvement, Bossidy and Charan believe that focusing on organization synergy is the most important process in strategy execution.(((FALSE))) |
| _____ focuses on developing a comprehensive program for long-term success.(((Strategic planning))) |
| The best ways to avoid faddish management ideas are to (((understand your own core values, and use this knowledge to create or accept the core values of your company.))) |
| To understand your own values, you should (((articulate them in writing and test them through daily decision making.))) |
| The three key principles of ______ are the creation of a unique and valuable position, trade-offs in competing, and creating a "fit" among activities.(((strategic positioning))) |
| According to Harvard Business School professor Michael Porter, strategic positioning means _____ to achieve sustainable competitive advantage.(((distinctive positioning))) |
| What are the three sources of a unique and valuable strategic position?(((few needs, many customers; broad needs, few customers; broad needs, many customers))) |
| Instructor Services is a technology company that offers many IT services in highly populated southern Ohio. The company's services and products include computer training, support, monitoring, repair, network design, virus removal, and software upgrades. It even sells refurbished computers. The source of Instructor Services' strategic position is (((broad needs and many customers.))) |
| With small businesses in very competitive industries, small differences in performance may affect that company's survival. In this case, it is worth the effort for the company's managers to implement (((strategic planning.))) |
| A local karate studio offers many services: karate lessons to young children (under age 10), judo lessons to preteens, kickboxing courses for teenagers and adults, and self-defense courses for older people. We can say that the studio has achieved _____ because the studio's activities interact and reinforce one another.(((fit))) |
| Gig companies, such as Amazon, Google, and Apple, are no longer content simply to enhance part of your life. Their new strategy is to build a device, sell it to consumers, and then (((sell them the content to play on their device.))) |
| ______ requires a manger to visit an earlier step in the strategic-management process in order to revise actions if necessary.(((The feedback loop))) |
| In order, the steps of the strategic-management process are(((establish the mission, vision, and values statements; assess the current reality; formulate the grand strategy; implement the strategy; and maintain strategic control.))) |
| The second step in the strategic-management process is a(n) ________, where managers look at where the organization stands, and then determine what is working and what could be different to maximize efficiency and effectiveness in achieving the organization's mission.(((current reality assessment))) |
| An organization's vision statement needs to describe(((An organization's vision statement needs to describe))) |
| . "Who are our customers? What are our major products or services? In what geographic areas do we compete?" A good _____ will answer these questions.(((mission statement))) |
| Is it appropriate for the organization and for the times? Does it set standards of excellence and reflect high ideals? Is it ambitious? A good _______ will answer these questions.(((vision statement))) |
| The growth, stability, and defensive strategies are common(((grand strategies.))) |
| Access Office Equipment has shifted to sales and service of laptops and PCs, where it has the potential to triple the number of its customers. The company is no longer offering repairs on older types of office equipment because the demand for service on this equipment is low, and profits in that part of the business have dropped significantly. Access Office Equipment is implementing a _____ strategy.(((growth))) |
| Organic Foods International has decided to increase its market share by hiring a marketing rep to visit businesses in the area and invite their employees to shop at Organic Foods and attend monthly health events that take place at Organic Foods stores. Each of the individual stores has hired two new employees to handle the anticipated increase in customer traffic. Organic Foods is using a _____ strategy.(((growth))) |
| Delux Technology has a reputation of reliability and a winning customer service, qualities that helped to build this highly respected name brand over the last 15 years. Speaking at a recent business conference, Steve, the CEO of Delux, told his audience, "We have built our reputation by changing little over the last several years, but consistently helping customers with great, caring service and a reliable product." Which type of strategy does Delux Technology use?(((stability strategy))) |
| Over the course of 40 years, Sal grew his company to six package shipping stores. With his retirement approaching and the increased competition, he decided to reduce the number of locations to two. Sal's reduction of effort represents a (((defensive strategy.))) |
| _________ is another term for a defensive strategy.(((A retrenchment strategy))) |
| Strategy formulation is the process of (((choosing among different strategies and altering them to best fit the organization's needs.))) |
| Rashid, the CEO of Top Productions, said to his new vice president of accounting, "In the past I had resistance to new ideas by employees who felt that our plans threatened their influence or their jobs. So when you tell your collections department that we just hired a collection agency to handle bad debt, you may have to sell your collections manager and his supervisors on using the agency. You also have to emphasize the fact that nobody is going to be laid off." Selling middle and supervisory managers on changes to overcome their resistance is often a necessary part of(((strategy implementation.))) |
| ___________ is(are) included in strategic control.(((Monitoring the execution of strategy and making adjustments, if necessary,))) |
| Bryan Barry suggests that to keep a strategic plan on track, organizations should(((engage people, keep it simple, stay focused, and keep moving.))) |
| George, a chef and owner of L'Auberge, a popular restaurant, is always visiting his competitors to observe how they are doing things in their restaurants. He told one of his managers, "I eat dinner at a lot of restaurants because I want to know what is going on. I am always concerned that one of our competitors will surprise us with a new service or menu item, like ours but better." In which activity is George engaging?(((competitive intelligence))) |
| Pedro, CEO of a successful IT company, is constantly reading press releases, ads, and news articles about his competition. He regularly checks information about new competitive products and visits trade shows to study his competition. Pedro is involved in (((competitive intelligence.))) |
| Susana keeps a close eye on her company's internal and external environment to discover possible opportunities for new products and to discern possible threats from the competition. In which activity is Susana engaged?(((environmental scanning))) |
| A SWOT analysis is (((a search for the strengths, weaknesses, opportunities, and threats affecting an organization.))) |
| Many customers shop at Organic Foods because of the employees' extensive product knowledge. In a SWOT analysis, the employees' high levels of product knowledge are an example of the company's (((strengths.))) |
| Don knows that one of the reasons people do not return to his electronics store is because of the slow service. How would a SWOT analysis classify the slow service at Don's electronic store?(((as a weakness))) |
| Christopher's Restaurant and Catering serves delicious vegetarian and vegan dishes. So when the local community became interested in eating a healthier diet, Christopher's benefited. In a SWOT analysis, the changing community attitudes are an example of a(n) _____ for Christopher's Restaurant.(((opportunity))) |
| The owners of Smith's Yard Mart, a family-owned garden center in a rural community, are concerned over the news that a large retailer with a garden center is building a new store on the other side of town. According to a SWOT analysis, this new retailer is a(n) ____ to Smith's.(((threat))) |
| In a SWOT analysis, organizational strengths are (((skills and capabilities that give a company advantages in executing its strategies.))) |
| Organizational opportunities in a SWOT analysis are(((environmental factors that the organization may exploit for a competitive advantage.))) |
| A forecast is a(n) (((projection for the future.))) |
| Contingency planning is also known as(((scenario planning and scenario analysis.))) |
| The basic assumption that the picture of the present can be projected into the future is the basis of a (((trend analysis.))) |
| Sales this year at Donna's Pawn Shop have been high, and based on several factors, Donna projects next year's sales to also be good. However, even with her forecast of continued strong sales, Donna and her business partner need to develop a plan in case sales drop unexpectedly. ________ is the type of planning for alternative future conditions.(((Contingency planning))) |
| ________ is the process by which a company compares its performance with that of high-performing organizations.(((Benchmarking))) |
| Michael Porter proposed that business-level strategies originate with the primary competitive forces in the firm's environment; these forces are (((the threats of new entrants and substitute products or services, the bargaining power of suppliers and buyers, and competitive rivalries.))) |
| Tom and his family have developed a successful business selling a liquid spray fertilizer to farmers. The fertilizer consists of rich, organic, composted material. Recently NuBreed Seed, a national seed company, has been marketing a powdered chemical fertilizer to its customers; NuBreed's fertilizer is less expensive than Tom's product. NuBreed's efforts are an example of the ___ in Porter's model for industry analysis.(((threats of substitute products and services))) |
| Porter's competitive strategies of cost-leadership and differentiation focus on ____ markets, while the cost-focus and focused-differentiation strategies focus on ____ markets.(((wide; narrow))) |
| When organizations endeavor (1) to keep their costs (and hence the prices of their products or services) below those of competitors and (2) to target a wide market, they are utilizing a _____ strategy.(((cost-leadership))) |
| Organic Market sells high-quality products and grocery items that are unique to its area; in addition it offers delivery for customers who are unable to leave their home and a number of regular workshops regarding healthy eating. By offering these types of products and services, Organic Market is pursuing a _____ strategy.(((differentiation))) |
| Mountain Rescue Incorporated sells emergency safety and rescue products to ski patrols and rescue workers at prices that are below those of its competitors, which offer a larger line of more expensive products and focus on broader markets. Mountain Rescue Incorporated is pursuing a ____ strategy.(((cost-focus))) |
| The Golden Bed in Dayton, Ohio, sells high-quality, unique bedding that is a real value to upscale homes in the area. No other company in its local area markets bedding of such quality and value. By offering this type of product, The Golden Bed is utilizing a _____ strategy.(((focused-differentiation))) |
| Motherboard Technology makes and sells only one product, a high-quality processor for mainframe computers, within its market—Silicon Valley, California. Which strategy is Motherboard Technology using?(((single-product))) |
| Quality Services is an organization that operates several companies that market food products, restaurant equipment, and paper and plastic products, and it even has a division that counsels restaurant owners, helping them launch new restaurants successfully. Quality Services is pursuing a _____ strategy.(((diversification))) |
| When an organization operates several businesses to spread the risk, such as a landscaping company that offers not only landscaping services but also lawn care, snow removal, and other services, that business is utilizing a ____ strategy.(((diversification))) |
| In the 1970s, Atari singlehandedly created a market for home video games, offering a console and cartridges that contained games like Space Invaders, Centipede, and Asteroids. At the time, Atari effectively implemented a ______ strategy.(((blue ocean))) |
| The BCG matrix is a means of evaluating strategic business units on the basis of their (((business growth rates and share of the market.))) |
| In the BCG matrix, _______ are organizations that have slow growth but high market share, with income that often finances stars and question marks.(((cash cows))) |
| In the BCG matrix, _____ are companies that have high growth and high market share, and are definite keepers.(((stars))) |
| Global CEOs desire ___________ even more than profit growth, stimulating innovation, customer loyalty, and finding qualified employees.(((excellence in execution))) |
| Successful controlling within an organization, according to Bossidy and Charan, demands that managers build a foundation of controlling using ___________, the three core processes.(((people, strategy, and operations))) |
| A company's overall ability to execute is a function of effectively executing according to three processes, but Bossidy and Charan believe that the _____ process is the most important.(((people))) |
| What is the assessment of the external environment? What are the critical issues facing the business? Can the business execute the strategy? According to Bossidy and Charan, a ______ should address these some of these questions.(((strong strategic plan))) |
| Which of the following questions is NOT useful for evaluating a company's values statement?(((Does it set standards of excellence and reflect high ideals?))) |
| A ____ statement should describe what the organization stands for, its core priorities, the values its employees embody, and what its products contribute to the world.(((values))) |
| Tom is in the marketing department with HomeMade Soups. He was given the responsibility of determining if customers liked the new spicy chicken noodle soup. According to HomeMade Soups' sales data, over 4,000 customers purchased the new soup last month. If Tom surveys 25 of those customers, he has selected an appropriate sample size for decision making.(((FALSE))) |
| Decision making is the process of identifying and choosing alternative courses of action.(((TRUE))) |
| When evaluating the alternatives of a decision, managers need to base decisions strictly on cost, quality, and feasibility.(((FALSE))) |
| Luis, the sales manager of IT Sales, mentioned to his assistant, Marla, "I just got off the phone with one of our best customers and he told me about quite a few customer service issues, and I'm glad he took the time to call. You know, most people will not call a company when they have a problem; they just tell friends, family, and coworkers." This statement about who customers call when complaining about faulty customer service is accurate.(((TRUE))) |
| The rational model assumes that managers have complete information, are able to make an unemotional analysis, and are able to make the best decision for the organization.(((TRUE))) |
| Nonrational models of decision making assume that managers have complete information and are able to make the best decision for the organization.(((FALSE))) |
| With satisficing, managers look for alternatives until they find one that is satisfactory, not optimal.(((TRUE))) |
| Managers with a low tolerance for ambiguity and an orientation toward task and technical concerns when making decisions have an analytical decision-making style.(((FALSE))) |
| Anne, the electronics department manager at a local Target store, has a good working relationship with her employees. She believes in an open-door policy, and she encourages the open exchange of opinions in her department. Anne utilizes the directive style of management.(((FALSE))) |
| A decision tree, which is the hierarchy or chain of command used by many organizations when discussing alternatives, must be followed when getting decisions approved.(((FALSE))) |
| Last year, Eduardo's home of 50 years, which contained so many family, school, and career memories, was destroyed in a fire. It is normal for this event to have a negative impact on his life and decision-making abilities for at least three years(((FALSE))) |
| When faced with a decision, Myles asks himself "Why not just take the easiest way out?" This approach, known as relaxed change, is a form of evidence-based decision making.(((FALSE))) |
| Danielle, the IT department chair at a community college, has been having problems with her students not coming to class, so their grades are suffering. If Danielle were to use defensive avoidance to respond to this situation, she would likely respond by procrastinating, passing the buck, or denying the risk of any negative consequences.(((TRUE))) |
| With an escalation of commitment bias, decision makers increase their commitment to a project despite negative information about it.(((TRUE))) |
| The larger and more diverse the group, the higher the quality of the decision.(((FALSE))) |
| __________ is the tendency for people with strong prior beliefs, when confronted with a choice, to make their decisions based on their beliefs even if their beliefs are false.(((Prior-hypothesis bias))) |
| A ____ is a choice made from among available alternatives.(((decision))) |
| George, a longtime hotel manager for Holiday Inn, was meeting with Sally, a new front-desk manager, and telling her about his recent decision not to fire a front desk employee about whom several guests had complained. George discussed the four stages of the decision process. He said, "I first identified the problem, and then I gathered alternative solutions. I evaluated each choice and selected a solution. I then implemented my decision to not fire the employee but instead to provide him with additional training. Finally, I followed up with an evaluation of the solution I'd chosen." George is using the ______ process.(((rational decision-making model))) |
| The model of decision making that explains how managers should make decisions, assuming managers will make logical decisions that will be the optimum in furthering the organization's best interests, is known as the ____. For example, a manager who uses this model may be personally opposed to outsourcing jobs overseas, but she nonetheless decides to outsource customer-service operations to India because doing so is in the company's best interests.(((rational decision-making model))) |
| Alex is the R&D manager with Digital Copier Inc. The company is having a problem with one of its most popular copiers jamming. The vice president of marketing told Alex that "we need to quickly discover how to turn this problem into a desirable situation. You need to determine the underlying cause of the problem and perhaps even make improvements to the copier." When Alex analyzes the underlying causes of the paper-jam problem, which function is he performing?(((diagnosis))) |
| Female investors make trades much less often than men because they(((do more research, and they tend to base their investment decisions on considerations other than just numbers.))) |
| In the third step of rational decision making (evaluating alternatives and selecting a solution), you need to evaluate each alternative not only according to cost and quality but also according to which of the following questions?(((Is it ethical, feasible, and effective?))) |
| José, the sales manager for a software development firm, is working on the problem of increasing sales by using the rational model of decision making. In the first step he identified the problem of his employees needing more training. In the second step he thought of alternative solutions; and in the third step he evaluated alternatives and selected a solution. José needs to _____ in the fourth and final step.(((implement and evaluate the training program chosen))) |
| The rational model of decision making is also called the ____ model.(((classical))) |
| _____ are difficulties that inhibit the achievement of goals. For example, the lack of parking may be the main reason why a new restaurant is failing.(((Problems))) |
| Patricia is the owner of a floral shop. A successful global candle company approached her about selling its products in her shop. Patricia knows this product and company can help her exceed her existing goals. Selling candles is a(n) _____ for Patricia.(((opportunity))) |
| With the community interested in eating healthy, Sue Ellen, a restaurant owner, is considering adding more vegetarian dishes to her menu. This decision is uncertain and risky, and she finally decides to go with her gut feelings. Sue Ellen is exhibiting(((nonrational decision making.))) |
| _____ is the idea that proposes that the ability of decision makers to be rational is limited by numerous constraints, such as complexity, time, cognitive capacity, values, skills, habits, and unconscious reflexes.(((Bounded rationality))) |
| Susanne, the CEO of a national IT manufacturer, was approached by Simple Phones, a new company that is marketing a new type of phone, to partner with the company on a project. The results of the partnership are uncertain because the company (Simple Phones) and its technology are new. Susanne is uncertain what to do because she is limited by numerous constraints, such as the uncertainty and complexity of the technology, the management success of Simple Phones, and time (because other companies are interested in the partnership). Susanne is experiencing(((bounded rationality.))) |
| Paula, the controller of Tasty Pizza, is purchasing several new delivery vehicles. Paula has numerous work responsibilities, so she has limited time to shop for cars. Because of the time constraints, she cannot make an extensive search for the best alternative, so she looks for cars until she finds a model that is satisfactory. Paula is following the _____ model.(((satisficing))) |
| Chad and his partner, John, have decided to update their computer network, although they have no expertise in this area. During a meeting with John, Chad commented that "Our decision is limited by numerous constraints, such as our understanding of the complexity of technology, time and money, imperfect information, and our conflicting goals." These limitations are hindrances to(((rational decision making.))) |
| Sal has been in the landscaping business for over 40 years. When Jaime, his business partner, suggested adding snow removal as an extra service, Sal responded with "My gut feeling is to say yes because of my experience in the past and what I have seen other companies do over the years, both successfully and not." Sal is acting on _____ in his response to Jaime.(((intuition))) |
| Which of the following is an example of the "curse of knowledge"?(((A writer with a large vocabulary writers a novel using many words that the average reader cannot understand.))) |
| Which of the following is not a hindrance to perfectly rational decision making?(((intuition))) |
| Olivia, the owner of The Town Gazette, a small city newspaper, started her business two years ago, believing that there was still enough demand for her product. However, because people are busy and because so much news is now available online, she has seen the demand for her paper drop steadily. Olivia made a decision to change the original direction of the company and focus more on an Internet news service. Olivia is relying on _______ by demonstrating that managers need to think and act as if their company is an unfinished prototype, and by seeing her business as outsiders do.(((evidence-based decision making))) |
| Despite your best intentions, it's hard to bring the best evidence to bear on your decisions. Why?(((There's too much evidence; and there's not enough good evidence and the side effects outweigh the cure.))) |
| Style Mart uses time-series forecasts, such as past holiday sales and the strength of store sales this year, to predict future sales based on patterns of historical data. Style Mart is using(((analytics.))) |
| ______ is a data-mining technique used to predict future behavior and anticipate the consequences of change.(((Predictive modeling))) |
| ABC Medical Technology, a fast-growing global research firm, has accumulated so much client information that conventional database management systems cannot handle its customers' needs. Therefore, ABC purchased very sophisticated analysis software and supercomputing-level hardware. For the company's work with hospitals and university medical schools, ABC has been noted in The Wall Street Journal as a "real pioneer in innovation and productivity." ABC Medical Technology is tapping the power of(((Big Data.))) |
| Which of the following is NOT recognized as a key implementation principle of evidence-based management?(((Treat your organization as a closed system.))) |
| A person's ________ reflects the combination of how he or she perceives and responds to information.(((decision-making style))) |
| _____ is the process of studying large amounts of data of a variety of types to uncover hidden patterns, unknown correlations, and other useful information.(((Big Data analytics))) |
| Debbie likes working in the banking industry because it has a lot of structure and certainty, and the daily work is routine. Debbie probably(((has a low tolerance for ambiguity.))) |
| Dave is a salesperson who takes a long time to make decisions. He loves sales because he responds well to the pressure he faces in the many new or uncertain situations he encounters as a salesperson. Like most successful salespeople, he is high in his tolerance for ambiguity. Dave likely has a(n) _____ decision-making style.(((analytical))) |
| Marie is a small-business owner who loves to take risks. She also enjoys going out and meeting customers and potential clients—the social aspect of her job. Marie relies on intuition and discussions with others to acquire information. As an interior decorator, Marie utilizes her imaginative strengths, taking a broad perspective to problem solving, and she likes to consider many options and future possibilities. Marie's decision-making style is best described as(((conceptual.))) |
| Manuel, a server in a popular family restaurant, is the most popular employee with both customers and employees, and as a result, he usually earns the most in tips. He is always ready to lend a hand when asked, and with his warm personality and supportive nature, people confide in him. Manuel does have a problem telling people no, and he has a tendency to avoid conflict because he is concerned about hurting others or getting people mad. Manuel likely has a(n) ______ decision-making style.(((behavioral))) |
| Sam was recently promoted to the production manager of a busy shoe factory. He was chosen because prior to his promotion he had proven himself to be very efficient, and as a department manager he had a logical and practical approach to solving problems. Sam has a reputation for being decisive and getting things done. Most of the factory's employees like Sam, but they feel his style is autocratic, because he likes to do things by the book. Sam has a(n) ______ style.(((directive))) |
| Scott has a bachelor's degree in ethics and human resources, and he has extensive experience working with employees and managers regarding ethics, especially in the area of ethical dilemmas. In his current position he has assisted extensively in determining if the company's decisions are both ethical and lawful. Which position in the company does Scott's background make him ideally suited for?(((ethics officer))) |
| A decision tree is(((a graph of decisions and their possible consequences.))) |
| Is the proposed action legal? If yes, does the proposed action maximize shareholder value? If yes, is the proposed action ethical? If no, would it be ethical to take the proposed action? These four questions, which managers of all organizations should ask when confronted with a decision on an action, form the basis of(((Bagley's ethical decision tree))) |
| Patty, the CEO of an oil drilling company, and her top management team recently discovered that their facilities are damaging an Asian beach and the local wildlife. They understand that they need to decide if temporarily closing or not closing the facility is unethical. To help them make their decision, they consider the following four questions: "Is not temporarily closing the facility legal? If yes, does this proposed action maximize shareholder value? If yes, is not temporarily closing the facility ethical? If no, would it be ethical to take the proposed action?" Patty and her top managers are using ____ to help them make their decision.(((Bagley's ethical decision tree))) |
| BP and Halliburton executives made the decision not to invest in the oil well blowout preventer that experts believe would have prevented the Deepwater Horizon oil rig explosion and fire off the coast of Louisiana. The executives made their decision based on their belief that their decision would have no great negative consequences. Their decision is an example of(((relaxed avoidance.))) |
| Dwight, the general manager of a hotel, knows that one of his housekeeping employees has a serious substance-abuse issue. Dwight knows that because of the seriousness of the issue he needs to talk with the employee. However, his assistant manager asks Dwight if he would like her to deal with it. Dwight knows this is not the best option, but he agrees, knowing it is the easy way out. Dwight's decision is an example of(((relaxed change.))) |
| With defensive avoidance, a manager "acts" by _______ when he or she can't find a good solution to a problem(((procrastinating, passing the buck, or denying the risk of any negative consequences))) |
| Ace Manufacturing has high turnover due to issues with the corporate office. Trevor, the plant manager, is frustrated and cannot find a solution to stop it. At first he offered raises to many of the good employees who were leaving, but after a while, Paul started blaming those who were leaving, saying, "They are poor-quality employees and they are to blame for leaving." Trevor is engaged in(((defensive avoidance.))) |
| Orlando, the manager of a camera store, believes that his store may be closed by corporate in the near future, so he cannot sleep well at night and he is dealing with severe anxiety and irritability, and he has been ill several times this month. Several times Orlando has missed important details in his job, and he almost got in an automobile accident this morning. Orlando is experiencing(((panic.))) |
| How high priority is this situation? How believable is the information about the situation? How quickly must I act on the information about the situation? Managers can use these questions to make decisions about (respectively)(((importance, credibility, and urgency.))) |
| Gregory was talking with Kareem, his assistant manager, saying, "When I make a decision on which employees will do a project, I use three simple factors, which I call my decision-making 'rules of thumb.' I consider their attitude and knowledge, and how hard they work." Gregory's rules of thumb, _________, is what he uses when making a decision.(((heuristics))) |
| Readily available information may not present a complete picture of a situation due to(((availability bias.))) |
| When Marcos, the sales manager, is deciding on who will train the new sales trainee, he tries not to look at just the recent sales numbers but also checks past sales reports to determine who is the most productive salesperson. By using this method he is not affected by the ______ bias.(((availability))) |
| Phil, the store manager, recently had to fire Sue, an employee who graduated from North College. He felt that Sue was not well trained at her school. So when Steven, also a graduate from North College, applied for Sue's old position, he did not want to consider hiring him, feeling Steven also probably did not receive the proper training. Phil was affected by _____ bias.(((representativeness))) |
| When people seek information to support their point of view and discount data that do not, they are subject to ______ bias. For example, Joe uses the fact that his commute is now shorter to confirm his belief that there are fewer cars on the road. However, Joe is not accounting for the fact that he recently took over the graveyard shift, and that traffic is always lighter at night and in the wee hours of the morning.(((confirmation))) |
| Malik and his managers spent a large sum of money on the new training program, and they feel that there has been little improvement as a result of the investment. The training is scheduled to continue for two more months, and Malik feels that the company has already spent too much money on the training to simply abandon it. Malik is experiencing(((sunk-cost bias.))) |
| Felipe and Meg are selling their home. They listed their house three months ago at an extremely high selling price, a price they randomly chose. They do not want to reduce the price to reflect what the marketplace shows their home is really worth. Felipe and Meg are participants in _____ bias.(((anchoring and adjustment))) |
| ____ occurs when people's subjective confidence in their decision making is greater than their objective accuracy. For example, Sara thinks she is a superb writer and editor, but her reports are always filled with typos, grammatical errors, and sentence fragments.(((Overconfidence bias))) |
| Republic advertisements about Representative Joe Smith, the Democratic candidate, portray him as lazy, dishonest, and poor at his job. At the same time, the Democratic ads for Joe Smith describe him as a caring, honest, hard worker. The sponsors of these advertisements know that ads can affect whom voters choose on Election Day. The tendency of decision makers (the voters in this example) to be influenced by how a situation or problem is presented to them is an example of(((framing bias.))) |
| Peter, the owner of a local real estate agency, is even more committed to making the used copier, which he recently purchased, work even though it keeps jamming, and his employees have been telling him about other problems they have been having with the copier. The ______ affects Peter's decision making.(((escalation of commitment bias))) |
| _____ causes people to view events as being more predictable than they really are.(((Hindsight bias))) |
| The advantages of _______ are having a greater pool of knowledge, gaining different perspectives, gaining intellectual stimulation, having a better understanding of decision rationale, and having a deeper commitment to the decision.(((group decision making))) |
| Goal displacement, satisficing, and groupthink are(((the disadvantages of group decision making))) |
| George, Donna, and Maria are on the five-member Benefits Task Force that is researching options for the new benefits package. Over lunch, George suggests that going with the Members' Choice HMO is the best course of action, and Donna and Maria agree with George for the sake of unanimity, without ever researching and accurately assessing the decision. George, Donna, and Maria are engaged in(((groupthink.))) |
| Satisficing is the tendency of(((a group to settle on a decision that is "good enough."))) |
| The Safety Committee at Office Supply Mart was formed to help make the store a safer place, and some of the committee's suggestions are going to be costly. During the committee meeting, the vice president of accounting announced that company profits were much lower than expected, and she suggested that profits are more important than safety. The profit goal is now outweighing the committee's safety goal, which is an example of(((goal displacement.))) |
| In regard to decision making, which of the following statements reflects what research has found?(((Groups make better decisions than most individuals acting alone.))) |
| With regard to decision making, it is accurate to say that groups(((have higher decision-making accuracy when group members know a good deal about the relevant issues.))) |
| Roberta, the computer department manager at IT Mart, is considering whether to use a group to develop a plan to help employees sell extended warranties on technology sales. Roberta should consider having the group make this decision if(((it will increase acceptance of the plan.))) |
| ____ is a technique used to help groups generate multiple ideas and alternatives for solving problems.(((Brainstorming))) |
| The Delphi technique is a group process that uses physically dispersed experts who fill out questionnaires to(((anonymously generate ideas.))) |
| Don, a new manager, commented to a friend, "I am excited about different aspects of my new job. The company computers have entered the field of decision making. The network not only collects information more quickly, but the system also reduces the roadblocks when I need a group consensus." Don is referring to(((Don, a new manager, commented to a friend, "I am excited about different aspects of my new job. The company computers have entered the field of decision making. The network not only collects information more quickly, but the system also reduces the roadblocks when I need a group consensus." Don is referring to))) |
| A(n) _______ is a computer-based information system that provides a flexible tool for analysis and helps managers focus on the future.(((decision support system))) |
| How do you know that a group in which you're taking part is suffering from groupthink?(((Peer pressure makes you agree with the ideas of the other people in your group.))) |
| Which of the following is not a guideline that can lead to effective brainstorming?(((Eliminate ideas that will be too costly.))) |
| Productivity expert Odette Pollar recommends that managers delegate (1) emergencies and (2) confidential matters, and (3) personnel-related matters.(((FALSE))) |
| An organizational structure is a set of shared, taken-for-granted implicit assumptions that a group holds and that determines how it perceives, thinks about, and reacts to its environments.(((FALSE))) |
| A company's organizational structure is its formal and informal marketing systems of goods, services, ideas, and customer relationships.(((FALSE))) |
| A company with a market culture has a strong internal focus, and it concentrates on developing the business and marketing plans, as well as helping employees market their product(s).(((FALSE))) |
| Dave, a graphic designer with Development Advertising, enjoys working for the company because of the flexibility of its management and its culture, which encourages risk taking, innovation, and creativity. Dave gets quick answers from his boss, which allows him and Development Advertising to quickly respond to changes in the marketplace. Development Advertising is an example of an adhocracy culture.(((TRUE))) |
| Thrifty Bank has an external focus, concentrating on strategic planning, risk taking, and flexibility over stability. Thrifty Bank has a hierarchy culture.(((FALSE))) |
| Changing organizational culture is essentially a teaching process, a process in which members instruct each other about the organization's preferred values, beliefs, expectations, and behaviors.(((TRUE))) |
| The AFL-CIO is an example of a for-profit organization, and the March of Dimes is an example of a nonprofit organization.(((FALSE))) |
| When Angela, a new nurse was hired at Mercy Hospital, the HR manager gave her a handout containing a chart that showed a family-tree-like pattern of boxes and lines. This document, which shows the formal lines of authority and the organization's official positions and work specializations, at the hospital is called an organization chart.(((TRUE))) |
| The arrangement of having discrete parts of a task done by different people is known as division of labor.(((TRUE))) |
| Tom's Hardware has a simple organizational structure. There are no levels of middle management, because all employees report to the owner, Tom, or to his assistant managers. Tom's Hardware has a thin organizational structure.(((FALSE))) |
| Two advantages of decentralization are that (1) managers are encouraged to solve their own problems, and (2) decisions are made more quickly, increasing the organization's flexibility and efficiency(((TRUE))) |
| Fine Oil uses an organizational structure that includes both functional divisions (such as marketing and HR) and a divisional chain of command (such as the chemical and petroleum products divisions). For example, Glen, a salesperson for Fine Oil, reports to both the marketing manager and the petroleum products manager as he starts to develop the Shell Oil account. Fine Oil uses a matrix structure.(((TRUE))) |
| While figuring out how to save money for a bride who is having financial problems, Paula, the catering manager of Oh Happy Day, asked her assistant, "What do you think is the best menu to offer under these particular circumstances? How can we offer the bride and groom's guests a great meal within their budget?" Paula and her assistant are using the contingency approach.(((TRUE))) |
| Lena works as an order-taker at Fast Burger, a fast-food restaurant. She does not cook food, or even package the final order, but she does input the order and takes payment. Lena reports directly to the shift manager, and she seldom interacts with the general manager. Fast Burger is an example of a mechanistic organization.(((TRUE))) |
| Routine tasks and paperwork, as well as jobs that help your subordinates grow, are(((tasks that a manager should delegate, according to Odette Pollar.))) |
| To do more in a day, ____," according to productivity expert Odette Pollar.(((you must do less—not do everything faster))) |
| Adam, the owner of Adam's Roofing, was talking to a visitor in his office, telling her that "We are a fun-loving group that believes in teamwork and a family atmosphere at work, which significantly affects our work outcomes. Plus, we do things together outside of work. This is the 'social glue' that binds the members of our company together." Adam was referring to his company's(((organizational culture.))) |
| Jean-Paul, the store manager at an H&M outlet, was speaking with Patty, his new assistant manager, about the store's system of job relationships; he also explained whom she will report to and who will report to her. Jean-Paul said, "This structure is one of the things that motivates our employees to work together to achieve our company's goals." Jean-Paul was telling Patty about the store's(((organizational structure.))) |
| According to the competing values framework, the four types of ______ are clan, adhocracy, market, and hierarchy.(((organizational cultures))) |
| . Insurance company Acuity has a clan culture; employees have generous perks and are empowered to participate in a way in the company that is fun. The end results are profitability and an enviably low 2% turnover rate. A clan culture has a(n)(((internal focus and values flexibility.))) |
| . Online retailer Amazon relies heavily on a hierarchy culture to manage its vast and complex shipping processes. ___________ are part of Amazon's hierarchy culture.(((An internal focus and values stability and control))) |
| Juan, the owner of Quality Catering, is driven by competition. He is very focused on meeting deadlines and quality, and on delivering the results that customers want. He pushes his managers to continually exceed their productivity goals, and he stresses that profits take precedence over employee development and satisfaction. Juan feels "there is not enough time for training." However, his employees are regularly rewarded for their success in meeting company goals. Quality Catering has a(n) ____ culture.(((market))) |
| Employees and customers are treated like a family at Bayou Seafood Café. Paul and Betsey, the owners, work to encourage unity to increase their employees' job satisfaction and commitment. At their café, Paul and Betsey have built a(n)(((clan culture.))) |
| Phillip, owner of Technology Sales, said, "We have to focus on our customers and how can we beat the competition, so we have to be flexible." He encourages his R&D department to develop innovative products and focuses on being quick to respond to market changes. Technology Sales has a(n) (((adhocracy culture.))) |
| Elly and Sylvia, owners of Gaia Organic Foods, do not have a formal policy about dress code and work procedures because they see their company as a family place that is enjoyable to work for. Elly and Sylvia believe that if you treat employees like family, the company will do well and grow. _____ are the core beliefs that represent the core values of Gaia Organic Foods' culture.(((Basic assumptions))) |
| _______ are the rituals and ceremonies of a company, as well as the manner of dress, awards, myths and stories told about a company.(((Observable artifacts of organizational culture))) |
| Espoused values are _____. For example, Hewlett-Packard stresses the "HP Way," a collegial, egalitarian culture that gave as much authority and job security to employees as possible. (((explicitly stated values and norms preferred by an organization))) |
| Symbols, stories, heroes, and rites and rituals are ways in which ____ is (are) most often transmitted to employees.(((culture))) |
| IKEA employees are inspired to work hard by an anecdote from their Swedish founder, Invar Kamprad, who told how he was berated by his father for failing repeatedly to get out of bed to milk the cows on his family's farm. Then one day he got an alarm clock. "‘Now by jiminy, I'm going to start a new life,' he determined, setting the alarm for twenty to six and removing the ‘off button.'" Invar Kamprad is an example of a(n) (((hero.))) |
| Rites and rituals are ____. For example, employees of New Belgium Brewery in Fort Collins, Colorado, get a free brewery-hopping trip to Belgium after being employed by the company for five years.(((the activities and ceremonies that celebrate important occasions and accomplishments in the organization's life))) |
| Danilo has been working for Metropolitan Taxi for three months. He expected that his job would be to drive around the city, pick up fares, and drop them off at their desired locations, but in his first few days on the job he realized that the job entails much more. He must keep his taxi cab clean and neat, and some days he will be stationed at the shop and go to people's houses to pick them up and bring them to the local airport. Within a few months, he has learned that taxi drivers often express frustration with the people they call "civilians"—that is, non–taxi drivers, whose driving skills they complain about incessantly. In his first few months on the job, ________ describes what Danilo is undergoing.(((organizational socialization))) |
| Which of the following is an accurate conclusion based on a recent meta-analysis of more than 38,000 organizational units and 616,000 individuals?(((Employees have more positive work attitudes when working in organizations with clan cultures.))) |
| Hewlett-Packard founders David Packard and William Hewlett created a close-knit organizational culture that gave a lot of responsibility to employees and fostered innovation within the company. ______ are individual responsibility and the importance of innovation.(((Espoused values))) |
| Making formal statements, engaging in rites and rituals, utilizing employee training and coaching, demonstrating how a leader reacts to a crises, being a role model, and giving rewards, promotions, and bonuses are some of the teaching methods that organizations can utilize to (((effect corporate change.))) |
| Della, the new CEO of Sky Advertising, has been with the firm for over 25 years. She was picked by the board to turn the 85-year-old agency around, because it had lost its edge in the Internet age. To infuse new life and energy into the agency, Della wants to bring back some old ideas that previously worked at Sky. She plans on having managers and veteran employees instruct each other about the organization's values, beliefs, and expectations; telling stories about some of the company legendary ad campaigns; coming up with a slogan that summarizes Sky's abilities in a simple and memorable phrase; and having quarterly ceremonies where creativity and innovation are rewarded. The things that Della wants to do are all examples of (((embedding culture.))) |
| According to Chester I. Barnard's classic definition, an organization is a(((system of consciously coordinated activities or forces of two or more people))) |
| Organizations that are formed to offer services to clients and not make a profit are ____, whereas, ________ are those organizations that are formed to make money, or profits, by offering products or services.(((nonprofit organizations; for-profit organizations))) |
| Dr. Gomez is retiring as a doctor in private practice. He wants to start a(n) __________, Doctor Help, that will provide low-income individuals in the United States with medical assistance at no cost. (((nonprofit organization))) |
| _______ are voluntary collectives with the purpose of advancing their members' interests. One example of such a collective is the Teamsters Union.(((Mutual-benefit organizations))) |
| Examples of ______ are the AFL-CIO (a union) and the National Federation of Independent Business. Both are voluntary groups with the purpose of advancing member interests(((mutual-benefit organizations))) |
| ________ is(are) another way of describing a vertical hierarchy.(((A chain of command))) |
| Having realistic expectations and thinking about the kind of manager you want to be, not forgetting to manage upward and sideways as well as downward, getting guidance from other managers, and resisting isolation is good advice for those who are (((transitioning upward in an organization.))) |
| ________ in an organization is the division of labor. For example, in a publishing company, there are people who acquire manuscripts (sponsoring editors), people who edit manuscripts (developmental editors), and people who turn manuscripts into printed books (production editors).(((The arrangement of having discrete parts of a task done by different people))) |
| __________ is also known as division of labor.(((Work specialization))) |
| A hierarchy of authority is ____. Most military organizations are known for having a strong hierarchy of authority.(((a control mechanism for making sure the right people do the right things at the right time))) |
| Tomás, a sales associate in the furniture department of the Larkspur Department Store, reports to Carolina, the furniture department manager. This morning, Carolina asked Tomás to change the price tags on the desk chairs. While working on this task, David, the computer department manager, told Tomás that he wanted him to unload some computers. Tomás is confused about what to do because under the principle of unity of command, (((employees should report to no more than one manager.))) |
| Alana, the children's department manager at Shoe Mart, has eight employees in her department, also known as her _________. All of eight of these employees report directly to her.(((span of control))) |
| _____ are the two kinds of spans of control.(((Narrow and wide))) |
| Maria, the CEO of EnviroSystems, has only three people reporting to her: the vice president of marketing, vice president of HR, and vice president of accounting. Maria has a (((narrow span of control.))) |
| During weekly conference calls, Mary, a restaurant manager for a national chain of restaurants, and the other managers in her district explain to their district manager the reasons for different decisions; they also explain why certain costs and sales were higher or lower than they were the previous week. _______ is the explanation of their decisions and work results.(((Accountability))) |
| . ________ enables a manager to make decisions, give orders, and utilize resources. For example, the manager of a local pizzeria has the right to hire and fire drivers based on their punctuality, performance, and customer-service ratings.(((Authority))) |
| Jim was recently promoted to the position of dining room supervisor at The Crab Shack, and he is now responsible for making decisions on numerous matters in the dining room and giving orders to the serving staff. At the same time, Jim has the obligation to perform the many new tasks assigned to him as a supervisor, such as overseeing the closing work and the cleaning of the dining room. Jim's obligations are known as his (((responsibility.))) |
| Patricia, the manager of Prime Health Club, was telling her new trainer that "I have many decisions to make in a day, and as the club manager, during the course of a week, I have to give orders to most of the 35 employees. Then there is my budget and the club resources, which I oversee." Patricia's _______ gives her the right to make decisions, give orders, and utilize resources.(((authority))) |
| Ralph, the manager of a busy hardware store, knows that he needs to entrust many of his tasks to managers and other employees. _____ is this process of assigning tasks to lower-level managers and employees. Ralph follows the 70% rule, which states that he should assign tasks to employees who can perform each task at least 70% as well as Ralph can. (((Delegation))) |
| _____ is the process of assigning managerial authority and responsibility to lower-level managers and employees.(((Delegation))) |
| During a meeting, Tammy, a branch manager for USA Bank, pointed to the corporate organization chart on the wall. Tammy remarked that "These people provide advice, recommendations, and research for us, and they are indicated with a dotted line. Laura (our CEO) and the vice presidents of our organization are up here, indicated on the organization chart by a solid line vertical line." _______ are indicated on the organization chart by a solid line ____, and ______ are indicated by a dotted line.(((Line managers; staff personnel))) |
| Astrid, a customer service representative with NorthTel Wireless Services, was asked by one of her customers if NorthTel would be interested in joining the chamber of commerce to meet potential customers and increase its contacts in the local business community. Astrid believes this is a very good idea and approached her manager, DeShawn, about becoming a chamber member. DeShawn said to Astrid, "Because the cost of membership is over $500 and you will have to leave the office to attend meetings, I will have to get approval from management above me." NorthTel is an example of an organization with (((centralized authority.))) |
| With ______, important decisions are made by middle-level and supervisory-level managers.(((decentralized authority))) |
| Artem, the president of Instructor Services, told one of his new hires that "Managers at this company are encouraged to solve their own problems rather than buck the decision to a higher level, and decisions are made more quickly, which increases our organization's flexibility and efficiency." The key benefits of _______ are the advantages that Artem related to his new hires.(((decentralized authority))) |
| Organizational design is concerned with an organization developing (((optimal structures of accountability and responsibility to execute its strategies.))) |
| Tech Geeks, a sole proprietorship that uses contract labor, has all of its authority centralized in a single person (the owner), a flat hierarchy, few rules, and low work specialization. Tech Geeks is an organization with a (((simple structure.))) |
| The structure of Sandal Mart consists of people with similar specialties put together in formal groups, such as the marketing, accounting, and human resource departments. Sandal Mart has a _____ structure.(((functional))) |
| Time Warner has different divisions for magazines, movies, recordings, cable television, and so on. The Warner Bros. part of the empire alone has divisions spanning movies and television, a broadcast network, retail stores, theaters, amusement parks, and music. Time Warner is an example of an organization with ____ divisions(((. product))) |
| IT Technology has designed its corporate structure with divisions based on their location. For example, there are the Southern and Northern Divisions, and globally there are the European Division and the Asian Division. IT Technology is an example of a structure with (((geographic divisions.))) |
| Ford Motor Co. has separate divisions for passenger cars, for large trucks, and for farm products. Ford is an example of an organization with (((customer divisions.))) |
| Organizations using a matrix structure (((contain two command structures, in which some people report to two bosses.))) |
| Quality Paper Products utilizes a structure that includes functional divisions, such as accounting and production, and a divisional chain of command, such as the home products and office divisions. For example, Mariana, a salesperson, reported to both her sales manager and the office products manager when she first started working on the city of Springfield account. Quality Paper Products has a (((matrix structure.))) |
| The Safety Committee, a temporary team at the Annapolis Tool & Die Corporation, was established to make the factory floor a safer place. Members of the committee still work in their departments full-time, but they meet twice a month for a few hours as a committee. The Safety Committee is an example of a ____ within an organization.(((horizontal design))) |
| With a hollow structure, the organization(((. has a central core of key functions and outsources others to vendors who are less expensive or faster.))) |
| With a modular structure, a firm _____. An example of the modular structure is the massive 787 Dreamliner project, in which Boeing contracted with many suppliers, each responsible for one component or assembly, which were then integrated to make the aircraft. (((assembles portions of product provided by outside contractors))) |
| Sally, Greg, Juan, and Amar are working on a project for a customer that is aimed at cutting the client's electrical costs. The four members of this workgroup are located throughout the Midwest, and they are utilizing the phone, e-mail, and collaborative computing to complete this project. This workgroup is an example of a (((virtual organization.))) |
| Raul, a salesperson for the Lovely Landscapes landscaping company, is working with a longtime customer who is interested in either cutting back on the services or getting a better price due to the tight economy. Raul tells his manager, "I want to take care of the customer with the best value. So what do you think is the best package to offer in this situation?" Raul and his manager are trying to utilize the (((contingency design.))) |
| Peter, the owner of Happy Burger, is involved in the company's daily decisions and has established procedures for every task. The company rules are clearly specified in the handbook, and Peter also believes in close supervision of all employees. Happy Burger is a(n) _______ organization.(((mechanistic))) |
| Phone Tech, a global phone company, frequently needs to respond quickly to fast-changing consumer tastes with its smartphones. Therefore, Phone Tech has fewer rules and procedures than most organizations, and networks of employees are encouraged to cooperate and respond quickly to unexpected tasks and changes in technology. Phone Tech is utilizing a(n) ____ structure.(((organic))) |
| According to Lawrence and Lorsch, the stability of an organization's environment determines the degree of (((differentiation or integration that is appropriate.))) |
| The more subunits into which an organization breaks down, the (((more highly differentiated it becomes.))) |
| Specialists work together to achieve ________ in a highly integrated organization.(((a common goal))) |
| The scientists, nurses, and doctors who work for Medical Technology, an organization that researches the cure for several diseases, work together for a common goal of ending these illnesses. Medical Technology provides an example of (((integration.))) |
| A formal chain of command, the standardization of rules and procedures, and the use of cross-functional teams and computer networks so that there is frequent communication and coordination of the parts are the means for achieving (((a common goal through integration.))) |
| Human resource (HR) management consists of the activities managers perform to plan for, attract, develop, and retain an effective workforce.(((TRUE))) |
| A job specification describes the minimum qualifications a person must have to perform the job successfully. For example, a job specification for an editor may require all editors to have flawless grammar skills.(((TRUE))) |
| The 2010 health care reform legislation requires employers with less than 50 employees to provide health insurance.(((FALSE))) |
| The Family and Medical Leave Act requires employers to provide 12 weeks of unpaid leave for medical and family reasons, including for childbirth, adoption, or family emergency.(((TRUE))) |
| The Equal Pay Act requires an extension of health insurance benefits after termination(((FALSE))) |
| Tiffany is an architect for the building of a large office complex downtown. Frequently a group of steel workers whistle at her as she climbs a ladder or interacts with staff. The men's actions create a hostile work environment.(((TRUE))) |
| The most effective sources of new employee sources are job postings on websites.(((FALSE))) |
| An example of a behavioral-description interview question is "What was the best idea you ever sold to a supervisor, teacher, peer, or subordinate?"(((TRUE))) |
| Explaining the organization's mission and operations, the job routine and the organization's work rules and benefits should be an integral part of employee orientation.(((TRUE))) |
| A company that evaluates its long-haul truck drivers based on miles driven over the past 12 months is using subjective appraisal(((FALSE))) |
| The type of appraisal in which employees are evaluated by their managers, peers, and subordinates is called the 360-degree assessment.(((TRUE))) |
| Every year, 10% of GE's managers are assigned the bottom grade during the annual review cycle, and if they don't improve, they are asked to leave the company. GE uses a forced ranking performance review system.(((TRUE))) |
| Benefits are additional nonmonetary forms of compensation designed to enrich the lives of all employees in the organization. Common benefits include medical insurance, vacation days, and credit unions, all paid for in whole or in part by the company.(((TRUE))) |
| The great majority of union workers are in the public sector.(((TRUE))) |
| Mediation is the process in which a neutral third party, an arbitrator, listens to both parties in a dispute and makes a decision that the parties have agreed will be binding on them.(((FALSE))) |
| Which of the following is NOT one of the soft skills employers often find lacking in many Millennial applicants?(((familiarity with social media))) |
| ____________ includes the activities managers perform to plan for, attract, develop, and retain an effective workforce.(((Human resource management))) |
| Which of the following is NOT part of the strategic human resource management process?(((Negotiate employment contracts.))) |
| What is the final step in the strategic human resource management process?(((Perform appraisals of people))) |
| ________ capital is the economic or productive potential of employee knowledge and actions(((Human))) |
| _______ capital is the economic or productive potential of strong, trusting, and cooperative relationships. This type of capital can help you land a job; a national survey of recruiters revealed that 74% had found the highest-quality applicants through employee referrals.(((Social))) |
| ________________ is the purpose of the strategic human resource process.(((Getting optimal work performance to help realize the company's mission and vision))) |
| A specialist at UPS who rides with couriers to learn about delivery time measurements and potential service problems is conducting a job(((analysis.))) |
| Michele had been working as an executive assistant to the president for nearly 25 years, so when she retired, no one had a good idea of all that her job entailed. Before Michele retired, Sharon sat with her for two weeks to observe her duties and ask her to explain all the functions she performs as executive assistant to the president. Sharon was performing a(n)(((job analysis.))) |
| A ______ summarizes what the holder of the job does and how and why he or she does it. For example, this document might state, "In this job, the worker delivers pizzas within a 10-mile radius of the pizzeria, quickly and promptly, while obeying all traffic laws and driving responsibly."(((job description))) |
| In considering the staffing an organization might need in the future, human resource managers should(((understand the organization's vision and strategy in order to hire personnel to support them.))) |
| A(n) ___________ is a report listing your organization's employees by name, education, training, languages, and other important information.(((human resource inventory))) |
| To ________, Ricco, an HR manager, used reports from the U.S. Bureau of Labor Statistics and the U.S. Census Bureau for information about his industry's labor pool in his geographic area.(((recruit from outside the organization))) |
| The ______________ enforce(s) procedures allowing employees to vote to have a union and for collective bargaining.(((National Labor Relations Board))) |
| Which piece of legislation first established the U.S. federal minimum wage?(((Fair Labor Standards Act of 1938))) |
| The Equal Employment Opportunity Commission was established by _________________.(((the Title VII of the Civil Rights Act))) |
| Which of the following helps guarantee nonhazardous working conditions for employees?(((Occupational Safety and Health Act))) |
| The ____________ is a law that requires an extension of health insurance benefits after termination.(((Consolidated Omnibus Budget Reconciliation Act (COBRA)))) |
| The ________________ requires employers with more than 50 employees to provide health insurance.(((Patient Protection and Affordable Care Act))) |
| A California software firm, MacroSoft, was growing rapidly and hiring frequently, but it primarily focused on campus recruiting at two California universities, UC Berkeley and Stanford. When one 45-year-old candidate did not get an interview after a phone screening, he went to the company's website and noted all of the young people in charge. Which law allows him to file a discrimination lawsuit against MacroSoft?(((Age Discrimination in Employment))) |
| Allie has a degenerative eye disease that is causing her to gradually lose her eyesight. When Allie asked her employer, TrueBlue Fashions, to purchase a low-vision computer for her use at work, she was fired. TrueBlue Fashions has violated the(((Americans with Disabilities Act (ADA).))) |
| ______ occurs when people are hired or promoted, or denied hiring or promotion, for reasons not relevant to the job.(((Discrimination))) |
| After being referred by a friend, Hasina attended a job interview. She didn't feel it went well, but she was surprised when her friend told her the boss didn't like that Hasina had worn her hijab, a traditional headscarf worn by Muslim women. The boss told a coworker after the interview, "Our customers prefer working with Christians." Hasina is a victim of(((discrimination.))) |
| Which type of workplace discrimination occurs when an organization uses an employment practice that results in unfavorable outcomes to a protected class? (((adverse impact))) |
| If a firm gives all international assignments to people without disabilities, assuming they will therefore not require special accommodations, which type of workplace discrimination has occurred?(((disparate treatment))) |
| For years, a mathematics professor experienced abusive behavior at a community college where he taught. It began with a group of managers spreading rumors and false accusations that threatened his job. The abuse was emotionally draining and took time and focus away from his job. The professor was the victim of(((bullying.))) |
| Which of the following statements about sexual harassment is true?(((A person who feels he or she must acquiesce to a sexual proposition to keep his or her job is facing quid pro quo harassment.))) |
| Maria works in a manufacturing facility, Zap Auto Parts. Throughout the building there were posters and calendars of a sexually explicit nature, making Maria very uncomfortable. Zap Auto Parts (((has a hostile work environment.))) |
| _______________ is the process of locating and attracting qualified applicants for jobs open in the organization.(((Recruiting))) |
| ________ entails job posting, which means placing information about job vacancies and qualifications in places where employees can see them such as on bulletin boards or the company's intranet.(((Internal recruiting))) |
| Which of the following is the most effective source of new employees?(((employee referrals))) |
| Compared to internal recruiting, which of the following is true of external recruiting?(((The process is more expensive and takes longer.))) |
| When Jason became one of three final candidates for a managerial position with a large pharmaceutical company, the hiring manager scheduled a special meeting with him. The two talked about the stressful deadlines and heavy travel required of the position, as well as the compensation and benefits. Jason appreciated that the hiring manager took the time to provide a(n)(((Applicants with weak credit scores are more likely to be unqualified and dishonest employees.))) |
| A(n) ______________ is susceptible to legal attack because some questions may infringe on non-job-related matters such as privacy, diversity, or disability.(((unstructured interview))) |
| During a(n) _______________, Megan asked Jeff to tell her about the actions he took to overcome some sort of adversity.(((behavioral description interview))) |
| Which of the following is a good suggestion for managers when conducting interviews?(((After the interview, write a short report with a quantitative score of the candidate's qualifications.))) |
| According to the law, which of the following is considered an employment test?(((any procedure used in the employment selection decision process))) |
| The Myers-Briggs Type Indicator is a(n) ______ test.(((personality))) |
| When Jacqueline interviewed for a position as a computer programmer, she was asked to take a test on a particular programming language. Jacqueline took a(n) ______ test.(((performance))) |
| _____ is the degree to which a test measures the same thing consistently.(((Reliability))) |
| Which of the following is NOT one of the five steps in the training process?(((attendance))) |
| Haley, an HR manager for Accurate Tool and Die, had a meeting with the Vice President of Safety to determine if the new safety training program appears to be effective in preventing and reducing the number of accidents on the shop floor. In which step of the training process is Haley engaged?(((evaluation))) |
| Which of the following training and development methods is most appropriate when people just need to learn facts such as work rules or legal matters?(((videotapes, workbooks, and lectures))) |
| Sabra, an HR manager, is designing a training class for those working on the new cross-functional teams within her company. This class is aimed at improving group decision making and interpersonal relations. What method of delivery should Sabra choose?(((role-playing, practice, and discussion))) |
| Which of the following is a typical off-the-job training method?(((e-learning))) |
| ___________ refers to educating technical and operational employees in how to better do their current job.(((Training))) |
| Performance appraisal consists of(((assessing performance and providing feedback.))) |
| MBO is consistent with a(n) ______ performance appraisal.(((objective))) |
| As a sales manager, Danyce is conducting performance appraisals for her team members. To do so, she tracks each person's sales calls, amount of sales, and revenues on a quarterly basis. Danyce is using a(n) ______ system of appraisal.(((objective))) |
| _____ are subject to validity problems due to evaluator bias.(((Trait appraisals))) |
| Trait appraisals(((trait))) |
| The type of performance appraisal that judges specific, observable aspects of performance like being on time for work is a(n) ______ appraisal.(((behavioral))) |
| Dora is conducting a performance appraisal for Sue, one of her employees. The company's performance appraisal form asks her to rate Sue's performance on various items like "Submits reports on time with minimal errors" on a scale from 1 to 5. Dora's is using a ______ appraisal system.(((behaviorally anchored rating scale (BARS)))) |
| A feedback technique in which an employee is appraised by her boss, peers, subordinates, and possibly clients is called a __________ appraisal.(((360-degree))) |
| Using 360-degree feedback appraisals makes it more difficult for managers to(((unfairly favor or punish particular employees.))) |
| __________ is a performance review system in which all employees within a business unit are ranked against one another.(((Forced ranking))) |
| Cody was surprised to learn that not everyone would receive a bonus this year. Instead, management planned to rank all of the employees in Cody's division and award bonuses only to the top 20% in terms of sales. Cody's company is using a(n) ______ performance review system.(((forced ranking))) |
| The point of the performance appraisal is to(((stimulate better job performance.))) |
| The best type of performance appraisal involves(((giving employees continuous, real-time coaching, feedback, and solutions.))) |
| Which of the following is the best statement of performance feedback?(((Your last report contained seven errors which I think you could improve."))) |
| Which of the following statements is NOT true regarding performance appraisals and feedback?(((Almost all workers believe that performance appraisals are objective and fair.))) |
| Which of the following is NOT a type of compensation?(((promotions))) |
| Which of the following is NOT an example of an incentive?(((education reimbursements))) |
| ___________ are generous severance packages, negotiated by executives, which they receive if the company is taken over by another company.(((Golden parachutes))) |
| Which of the following is NOT a characteristic of a successful incentive pay plan?(((complex and comprehensive rules))) |
| In managing employees under an incentive pay plan, a manager should(((regularly communicate with employees about the plan.))) |
| A manager must consider fairness, __________, and others' resentments in considering a promotion of an employee(((nondiscrimination))) |
| Which of the following is NOT a principal reason for transferring an employee?(((The employee is suspected of illegal behavior.))) |
| Being dismissed "for cause" means that(((an employee is being fired for poor job performance or unacceptable behaviors.))) |
| The risk of "wrongful termination" lawsuits is reduced with careful(((documentation.))) |
| ______ means that anyone can be dismissed at any time for any reason at all, or for no reason.(((Employment at will))) |
| The three types of dismissals are ______, downsizings, and layoffs.(((firings))) |
| _______ are organizations of employees formed to protect and advance their members' interests by bargaining with management over job-related issues.(((Labor unions))) |
| The ___________________ is the part of the labor-management agreement that states that employees who receive union benefits must join the union, or at least pay dues to it.(((union security clause))) |
| Bethany had a starring role in a film that was shot in her hometown of Baton Rouge, Louisiana. Though the Screen Actors Guild, an actors' union, exists in Louisiana, Bethany was not required to join it because of the state's (((right-to-work))) |
| Typically the ________ clause in a union contract is tied to the U.S. Bureau of Labor Statistics' consumer price index (CPI).(((cost-of-living adjustment (COLA)))) |
| In 2011, when automakers began to create new jobs, new union hires were offered about half the pay ($14 an hour) that autoworkers were getting before ($28). This is an example of(((two-tier wage contracts.))) |
| A binding decision may be sought from ________ if a grievance procedure is not sufficient to solve a labor-management dispute(((an arbitrator))) |
| Beginning with __________, a body of law has grown that requires organizations to provide employees with nonhazardous working conditions.(((the Occupational Safety and Health Act (OSHA) of 1970))) |
| The marketplace is becoming less homogeneous and moving toward more niche products.(((TRUE))) |
| Demassification refers to customers becoming part of mass markets that reflect mass behavior and mass values.(((FALSE))) |
| Reactive change involves making carefully thought-out changes in anticipation of possible or expected problems or opportunities.(((FALSE))) |
| Walt Disney Company's investment of $1 billion into a wearable technology that it hopes will revolutionize the way visitors spend money at Walt Disney World, featuring a website ("My Disney Experience") and data-collecting wristbands ("MagicBands") that interact with scanners throughout the 40-square-mile theme park, is an example of proactive change.(((TRUE))) |
| B corporations are ones whose stocks are not listed on NASDAQ or as part of the Dow Jones Industrial Average.(((FALSE))) |
| During annual inventory week, a department store may ask its employees to work 12 hours a day instead of the usual 8. During tax-preparation time, the store's accounting department may work similar hours. Although accounting employees are in a different department from stockroom and sales employees, it's reasonable to expect that the accounting employees wouldn't be terribly upset by the temporary change in hours because they've seen it in effect elsewhere in the store. This is an example of innovative change.(((FALSE))) |
| An example of innovative change is a department store deciding to adopt a new practice used by competitors by staying open 24 hours a day and requiring employees to work flexible schedules, a change that employees are likely to see as moderately threatening.(((TRUE))) |
| Adaptive change is the least threatening type of change and is therefore least likely to create resistance.(((TRUE))) |
| Corporate restructurings threaten to eliminate jobs and generally trigger strong resistance.(((TRUE))) |
| In OD, single interventions have been found to work better than multiple interventions.(((FALSE))) |
| Innovation is mostly the product of hard work and dedication rather than a "eureka" moment of epiphany.(((TRUE))) |
| A process innovation is a change in the appearance or the performance of a product or a service or the creation of a new one.(((FALSE))) |
| Procter & Gamble modified a liquid detergent to make it available as a concentrated powder in a pouch. P&G's new product is an example of a core innovation.(((TRUE))) |
| Keurig created a new category of coffee/tea preparation by offering one-cup-at-a-time pod-style brewing with its "K-cups." Keurig's product is an example of a transformational innovation.(((TRUE))) |
| An organizational culture that celebrates failure helps foster innovation.(((TRUE))) |
| Which of the following is an effective way to deal with change and innovation?(((Have the courage to follow your ideas.))) |
| Which of the following is not a supertrend shaping the future of business?(((information becoming a competitive advantage))) |
| ________ change is made in response to arising problems or opportunities. BP's response to an explosion on a drilling platform in the Gulf of Mexico is an example of this kind of change.(((reactive))) |
| Which of the following is an example of a proactive change?(((Ciara explores improvements in bonus structures with her staff and begins to implement them despite the fact that her employees are generally content.))) |
| Walmart's implementation of RFID, a type of technology that allows it to improve inventory tracking, is an example of a(n) ______ change because Walmart already had a very effective technology tracking system in place before it implemented RFID.(((proactive))) |
| Which of the following is an example of a force for change originating outside the organization?(((social and political pressures))) |
| The increasing diversity of the American workforce, and the fact that people aged 18–34 are more likely to be living with their parents than with a spouse or partner, are both examples of a(n) ______ force for change.(((demographic))) |
| The invention of a machine to make plastic corks for wine bottles has severely affected companies that produce traditional cork. The invention of the machine for making plastic corks is an example of a(n) ______ advancement.(((technological))) |
| In the Internet Age, retailers like Amazon and Apple are not constrained by physical shelf space and can offer consumers a much wider variety of products; yet small sales, one or two rather than millions of items at a time, can produce big profits. This development is an example of(((the marketplace becoming more segmented and moving toward more niche products.))) |
| Which of the following is an inside force for change?(((low productivity and turnover))) |
| Social media (LinkedIn, Facebook) can make the search for new employees more efficient. The rise of social media is an example of a(n) __________ advancement or force.(((technological))) |
| Which of the following is not an inside force that indicates organizational change might be needed?(((increased competition))) |
| Firms such as General Motors and McDonald's actively collect information about customer preferences and try to address them in their new products. General Motors and McDonald's are actively trying to adapt to (((shareholder, customer, and market changes))) |
| The human resource manager at Helping Hands Inc. has just calculated that the employee absenteeism rate for 2016 is 15 percent higher than it was in 2015, and the turnover rate increased 18 percent over the same time period. Which of the following is NOT an option she should consider for improving the situation?(((Wait until 2017 and see what the turnover rate is at the end of that year.))) |
| Joan, a new manager, must enforce sales report deadlines, but her team is struggling. She creates a new system to streamline the process and helps everyone understand why the deadlines are important. On which of the following internal forces is Joan trying to have an impact?(((manager's behavior))) |
| Studies exploring nurses' perceptions about using PDAs in their daily patient practice found initial resistance, with some nurses concerned about the cost and short technological life cycle of these devices. As part of the __________ stage of change, the nurses' managers try to instill in them the motivation to change, encouraging them to let go of attitudes and behaviors that are resistant to innovation.(((unfreezing))) |
| Sparkling Clean, Inc. is considering implementing a system that will pay its cleaning workers based on the number of completed residential jobs, coupled with satisfactory ratings on random inspections to ensure quality. This system is new to the organization, and it is an example of __________ change.(((innovative))) |
| Northstar Insurance is about to begin using a program that will change the way its adjusters settle insurance claims. Adjusters will be able to complete an adjustment and issue a check right at the scene of the accident. Although employees are uncertain that the new system will work, other insurance agencies have been successful with this approach. At Northstar Insurance, the new program represents ________ change.(((innovative))) |
| Appliance America's customer complaints have increased because its drivers often get lost when attempting deliveries, which means that the deliveries arrived late. The drivers have resisted using GPS systems, claiming they know their territories. But managers are now encouraging them to look for the best solution to the increased level of customer complaints. Appliance America is in the ________ stage of Lewin's change model.(((unfreezing))) |
| ________ is an emotional/behavioral response to real or imagined threats to an established work routine.(((Resistance to change))) |
| Which of the following is not a factor that affects the level of resistance to change?(((the gender of the change agent))) |
| The two cofounders of Network Appliance, a data-storage firm in Sunnyvale, California, were feuding with each other because one founder couldn't stick to his decisions, which drove the other founder crazy. A(n) ____________ began working with the warring executives in separate sessions to solve the problem.(((organizational behavior specialist))) |
| Employees are likely to see an adaptive change as(((least threatening.))) |
| At Toys 4 Tiny Tots, employees know that during the December shopping season they are often required to work different schedules, weekends, and overtime. The December work schedules at Toys 4 Tiny Tots is an example of a(n) ______ change because workers have experienced it in the past. (They experience it every December.)((( adaptive))) |
| As owner and senior accountant at a tax preparation firm, Mark is changing the work schedule of all employees, including managers and accountants, for the months of March and April, the company's busiest time. He is requiring everyone to work on weekends, just as he has during the tax-preparation season for the last ten years. Mark should expect that his employees will be (((hardly upset or not upset at all.))) |
| ___________ change introduces a new practice to an organization but one that is not new to the industry.(((Innovative))) |
| An innovative change involves ______ complexity, cost, and uncertainty.(((moderate))) |
| Teachers Credit Union has decided that tellers must rotate through a new weekend shift on Saturday afternoons because several of its financial competitors have recently begun to offer additional hours to customers. Teachers Credit Union is implementing a(n) ______ change(((innovative))) |
| A(n) _____ change involves introducing a practice that is new to the industry, such as using drones (rather than delivery trucks) to deliver products to customers.(((radically innovative))) |
| Links Cable Network has decided to offer a one-hour appointment window for customers needing installation or repair of its service, which will require the company to have several technicians on call. Links hopes this practice will give it an advantage over the competition, none of which have adopted such a practice. Links Cable Network is introducing a(n) ______ change(((radically innovative))) |
| Which of the following is not a leading reason that employees resist change?(((lack of personal ethics))) |
| Lewin's change model consists of (((three stages: unfreezing, changing, and refreezing.))) |
| During Lewin's changing stage, managers should (((give employees new information, perspectives, and models for behavior.))) |
| During Lewin's refreezing stage, managers should (((encourage and reinforce the desired change in the employees.))) |
| _______ is the process by which a company compares its performance with that of high-performing organizations.(((Benchmarking))) |
| After Mary's Gifts and Cards surveyed its customers, it discovered that its customers preferred the company's competition more than 70 percent of the time. The most frequently cited reason was customer service. During which stage of Lewin's change model should Mary provide her employees with this information about the problems with customer service?(((unfreezing))) |
| _____________ is the set of techniques used for implementing planned change to make people and organizations more effective.(((Organizational development))) |
| A _______ often puts organizational development into practice.(((change agent))) |
| Which of the following is not one of the primary uses of OD?(((improving recruitment))) |
| In which one of the following situations would OD techniques be the most helpful?(((dealing with employee stress that comes from revitalizing an organization or adapting to a merger))) |
| As an OD consultant, Sharon is designing a survey of employee attitudes to be given to workers at SW Emergency Clinic, a provider of emergency-care services in a low-income neighborhood. In collecting this information, Sharon is conducting the ______ stage of OD.(((diagnosis))) |
| What shall we do about the problem? is the question that would most likely be asked during the ______ stage of OD.(((treatment or intervention))) |
| Omar, an OD consultant, is working with members of a cross-functional team to build cohesiveness and practice skills to function better as a team. Omar is conducting the ______ stage of the OD process.(((treatment, or intervention,))) |
| A year after she assisted Thomas Engineering in making changes to an employee incentive plan, Kara, an OD consultant, is visiting the company to determine if the changes were helpful. Kara will compare sales and turnover data from the last three years to the current year. Kara is in the ______ stage of the OD process.(((evaluation))) |
| Which of the following circumstances is less unlikely to increase the success of OD?(((single intervention))) |
| When it comes to learning from failure in the innovation process, former Procter & Gamble CEO A. G. Lafley suggests that the key is to (((fail early, fail cheaply, and don't make the same mistake twice))) |
| Which of the following factors most reduces an organization's ability to learn from failure?(((employees who blame others for failure))) |
| Which of the following is one of Scott Berkun's seeds of innovation for organizations?(((philanthropy))) |
| A technological innovation that improves the performance and speed of a computer's operating system would be considered a(n) ______ innovation(((product))) |
| A(n) ______ innovation is a change in the way a product or service is conceived, manufactured, or disseminated.(((process))) |
| A managerial innovation that improves the efficiency of a company's cross-functional teams would be considered a ______ innovation.(((process))) |
| The management department at a local university began posting all assignments and other class materials to a course management website instead of creating a packet or printed materials for students to purchase each term. The management department is implementing a ______ innovation.(((process))) |
| Personal Care Products recently introduced a new acai berry shampoo. Rinn, director of new product development, has just reviewed the dismal results. As it appears that his team adequately researched the product's acceptance by consumers prior to its introduction, he is confused by the outcome. But to keep his team open to innovation, Rinn should (((foster an innovative culture and climate that permits experimentation, risk taking, and failure))) |
| Which of the following is not a way to encourage and foster innovation?(((withholding raises and promotions when innovation attempts don't work out))) |
| Which of the following jobs are least likely to be taken over by automation?(((knowledge-work jobs that require creativity and problem solving))) |
| According to the systems model of change, which of the following is not an input?(((the organization's products or services))) |
| Suppose a soft-drink company, Loco Cola, is conducting a force-field analysis to determine which forces could facilitate a proposed change (the introduction of a new lemon-lime soda) and which forces could act against it. Which of the following would Loco Cola consider a counterthruster?(((Loco Cola has never been able to gain any significant market share outside of the Midwest.))) |
| Personality test data should be supplemented with information from reference checks, personal interviews, ability tests, and job performance records when hiring.(((TRUE))) |
| Integrity tests are ineffective because dishonest people are able to fake conscientiousness, even on a paper-and-pencil test.(((FALSE))) |
| Those who have the Type A behavior pattern are involved in a chronic, determined struggle to accomplish more in less time.(((TRUE))) |
| Internals likely would prefer and respond more productively to incentives such as merit pay or sales commissions.(((TRUE))) |
| Individuals with an external locus of control tend to display greater work motivation, which leads to higher salaries.(((FALSE))) |
| A smoker who claims that the habit is not as dangerous as antismoking messages suggest, saying "My grandmother smokes and she's in her 80s," is attempting to increase cognitive dissonance.(((FALSE))) |
| Lee has hired two new employees for her team, Jim and Judy. Jim is outgoing and attractive, while Judy is very bright but seems quiet and unsure. Lee immediately expects Jim to outperform Judy at the job. Lee is likely experiencing the halo effect.(((TRUE))) |
| After a recent exam, students earning Ds blamed factors such as bad luck, unclear lectures, and unfair testing for their poor performance. These students are engaged in self-serving bias.(((TRUE))) |
| One of the ways to create a Pygmalion effect is to encourage employees to visualize failing at executing tasks and use their fear of failure to motivate them.(((FALSE))) |
| An example of a self-fulfilling prophecy is a server who expects some poorly dressed customers to be stingy tippers, who therefore gives them poor service, and so gets the result he expected—a much lower tip than usual.(((TRUE))) |
| Investors who are more likely to buy a stock if they see something about it in the news or if it has a high one-day return provide an example of the recency effect.(((TRUE))) |
| The glass ceiling is a concept that applies to women, but not to minorities.(((FALSE))) |
| Your supervisor says the company needs you to stay late to meet an important deadline, but your family expects you to be present for your child's birthday party. You are experiencing role overload.(((FALSE))) |
| Roberto finds his job description and the criteria for promotion vague, an example of role ambiguity.(((TRUE))) |
| Workplace stress diminishes all of the following except(((job turnover.))) |
| ______ consists of stable psychological traits and behavioral attributes that give a person his or her identity.(((Personality))) |
| Which of the following is not one of the Big Five personality dimensions?(((tolerance for ambiguity))) |
| ______ is the personality dimension that describes how intellectual, imaginative, curious, and broad-minded a person is.(((Openness to experience))) |
| ______ is the personality dimension that describes how achievement-oriented and persistent a person is.(((Conscientiousness))) |
| Matt is frequently nervous, tense, and worried, both at work and at home. He likely scores low on which of the Big Five personality dimensions?(((emotional stability))) |
| Julio really enjoys mingling at work functions, both to network for new contacts and simply to share stories with other interesting people. Julio probably scores high in(((extroversion.))) |
| Ana Maria believes that she controls her own destiny. She is a rather shy person who is extremely dependable and responsible, and her coworkers respect her greatly. Ana Maria has a(n) ______ locus of control and would rate high on the _______ dimension of personality.(((internal, conscientiousness))) |
| Paolo is always coming up with new ideas and seeking funding to explore them. He sees opportunities in the marketplace and wants to be the first person to come up with new products and services that customers want. Paolo, a person who is apt to take initiative and persevere to influence the environment, has a(n) ______ personality.(((proactive))) |
| If you have a(n) ____________, you believe you control your own destiny.(((internal locus of control))) |
| People with ______ exhibit less anxiety, greater motivation, and stronger expectations that effort leads to performance(((an internal locus of control))) |
| Employees with a(n) ______ locus of control will probably resist close managerial supervision and should probably be placed in jobs requiring high initiative and lower compliance.(((internal))) |
| Carolina's manager notices that she exhibits an internal locus of control when she speaks about her work. Her manager should(((provide incentives such as merit pay or sales commissions.))) |
| __________ is the extent to which people feel secure and unworried.(((Emotional stability))) |
| Boring, tedious jobs generally reduce people's perceptions of their(((self-efficacy.))) |
| Brad supervises several employees who seem to have low self-efficacy. To improve this situation, he should do all the following except(((avoid rewarding small successes.))) |
| _____________ is the extent to which people like or dislike themselves.(((Self-esteem))) |
| People with low self-esteem ______ than those with higher self-esteem.(((are more dependent on others))) |
| If a manager knows one of her employees has low self-esteem and wishes to enhance it, she should(((reinforce the employee's positive attributes and skills.))) |
| People high in ______ are responsive to others' social and interpersonal cues.(((emotional intelligence))) |
| Those high in this emotional intelligence trait tend to be empathetic.(((social awareness))) |
| Which of the following is not a trait of emotional intelligence?(((self-sufficiency))) |
| _______________ is the ability to control your emotions and act with honesty and integrity in reliable and adaptable ways.(((Self-management))) |
| The interdisciplinary field of organizational ______ tries to explain and predict workplace behavior to help managers better lead and motivate others.(((behavior))) |
| ________ are abstract ideals that guide one's thinking and behavior across all situations.(((Values))) |
| The three components of ______ are affective, cognitive, and behavioral.(((attitudes))) |
| The ______ component of an attitude consists of the beliefs and knowledge one has about a situation.(((cognitive))) |
| The statement "I really don't like that Ivan got so angry in that meeting" reflects the ______ component of an attitude.(((affective))) |
| The statement "I won't give Roberto such a tight deadline again" reflects the ______ component of an attitude.(((behavioral or intentional))) |
| The statement "Drew is slow to return phone calls" reflects the ______ component of an attitude.(((cognitive))) |
| Because people are uncomfortable with inconsistency between their attitudes and behaviors, they will seek to reduce(((cognitive dissonance.))) |
| Under which of the following circumstances would the desire to reduce cognitive dissonance be greatest?(((when large amounts of money are on the line))) |
| Which of the following is not one of the main ways to reduce cognitive dissonance?(((Complete an emotional intelligence assessment.))) |
| According to Festinger, how people deal with cognitive dissonance depends on three factors. Which are the correct three factors?(((importance, control, and rewards))) |
| _____________ is the process of interpreting and understanding one's environment.(((Perception))) |
| Which of the following is not a step in the perceptual process?(((causal attribution))) |
| Which of the following is a distortion in perception?(((cognitive dissonance))) |
| ________ is the tendency to attribute to an individual the characteristics one believes are typical of the group to which that individual belongs.(((Stereotyping))) |
| Ted was hiring a new financial analyst, and he had several good candidates. He was leaning toward hiring Akiko, a Japanese American woman, because he thinks Asians are better at math. Ted is exhibiting which distortion in perception?(((stereotyping))) |
| ______ occurs when we form an impression of an individual based on a single trait.(((The halo effect))) |
| ______ is the tendency to remember recent information better than earlier information.(((The recency effect))) |
| ____ is the tendency to attribute another person's behavior to his or her personal characteristics rather than to the situation the person is in.(((Fundamental attribution bias))) |
| Because she beat her goal this year by nearly 30 percent, Lori has been telling everyone in the sales department of her incredible skill as a salesperson. But last year when she didn't even reach her goal, she said her failure was due to the poor economy. Lori provides an example of(((self-serving bias.))) |
| A server expects a group of poorly dressed customers to be stingy tippers and gives them poor service, so he gets the result that he expects, a very small tip. This is an example of(((a self-fulfilling prophecy.))) |
| ________________ is the extent to which employees have positive or negative feelings about various aspects of their work.(((Job satisfaction))) |
| Carol really doesn't like her new boss and is not happy with the new tasks she's been assigned and the long hours she's been working. Still, she truly believes in what the company is trying to accomplish. Carol has(((low job satisfaction.))) |
| A person's overall satisfaction with work depends on how he or she feels about several components. Which of the following is not one of these components?(((life outside of work))) |
| Job satisfaction results in stronger ______ and lower levels of ______.(((organizational commitment; perceived stress))) |
| ____ is the extent to which an employee identifies with an organization and is committed to its goals.(((Organizational commitment))) |
| ________ programs help employees integrate and transition to a new job.(((Onboarding))) |
| ________ behaviors are employee behaviors that exceed the work-role requirements for the job.(((Organizational citizenship))) |
| Melissa impressed her boss by making many suggestions for department improvements and by putting in many weekend hours to do extra tasks to develop the new procedures. Melissa is exhibiting(((organizational citizenship behavior.))) |
| Absenteeism, drug and alcohol abuse, and disciplinary problems are examples of(((counterproductive work behaviors))) |
| ______ represent(s) all the ways people are unlike and alike.(((Diversity))) |
| Which of the following is not one of the four layers of the diversity wheel?(((management status))) |
| ______ is at the center of the diversity wheel.(((Personality))) |
| Organizational dimensions, the outer layer of the diversity wheel, include all of the following except(((ethnicity.))) |
| Which of the following dimensions is not an example of an external or secondary dimension on the diversity wheel?(((seniority))) |
| Which of the following dimensions is an example of an organizational dimension on the diversity wheel?(((union affiliation))) |
| Which of the following diversity issues is true in the U.S. workforce?(((By 2060, the white population is projected to change from 77.5 percent in 2014 to 68.5 percent, African Americans from 13.2 percent to 14.3 percent, Asians from 5.4 percent to 9.3 percent, Hispanics or Latinos from 17.4 percent to 28.6 percent, and American Indian/Alaskan Native from 1.2 percent to 1.5 percent))) |
| Which of the following is a common reason that some women face a glass ceiling?(((lack of mentors))) |
| The Americans with Disabilities Act requires employers to(((reasonably accommodate an individual's disability.))) |
| Jake has a master's degree in psychology, but he is working at a sunglasses cart in the mall. He is currently experiencing(((underemployment.))) |
| ______ is the belief that one's native country, culture, language, abilities, or behavior is superior to those of another culture.(((Ethnocentrism))) |
| Investors who are more likely to buy a stock if they see something about it in the news or if it has a high one-day return are experiencing(((the recency effect.))) |
| ______ is the tension people feel when they are facing or enduring extraordinary demands, constraints, or opportunities and are uncertain about their ability to handle them effectively.(((Stress))) |
| An example of _______ would be when a manager expects employees to perform badly, they probably will, and when the manger expects them to perform well, they probably will.(((a self-fulfilling prophecy, or the Pygmalion effect,))) |
| When others' expectations exceed one's ability, ______ occurs.(((role overload))) |
| You have important clients in town who want to have dinner with you, but your mother has a plumbing leak and has asked you to come over and shut off the water until she can get it fixed tomorrow. You are experiencing(((role conflict.))) |
| Which of the following is not a symptom of negative stress?(((slurred speech))) |
| ______ is a state of emotional, mental, and even physical exhaustion, expressed as listlessness, indifference, or frustration.(((Burnout))) |
| Which of the following is the most common drug of abuse?(((alcohol))) |
| . A(n) ______ program includes plans to help employees cope with stress, burnout, substance abuse, health problems, and family issues that influence job performance.(((employee assistance))) |
| Which of the following is not a suggested strategy for reducing unhealthy stressors in organizations?(((develop a more formal structure with close, authoritative supervision))) |
| Employees at KarKare, Inc., believe that the company is fair to all employees, regardless of their age, gender, race, ethnicity, sexual orientation, or disability. It is accurate to say that KarKare has a positive(((diversity climate.))) |
| Motivation cannot be directly observed in another's behavior; it must be inferred from one's behavior.(((TRUE))) |
| General Electric paid employees who were smokers up to $750 to quit and stay off cigarettes. This program was three times as successful as a different GE "quit smoking" program in which employees received no paid incentives. The $750 in the first program is an example of an intrinsic reward.(((FALSE))) |
| To motivate employees, employers need to primarily focus on fulfilling the top level of Maslow's hierarchy of needs, self-actualization.(((FALSE))) |
| Those with a high need for achievement may be the least efficient managers because they may resist making decisions that make others resent them.(((FALSE))) |
| According to equity theory, employees who feel they are being underrewarded are more likely to support organizational change, more apt to cooperate in group settings, and less apt to turn to arbitration and the courts to remedy real or imagined wrongs.(((FALSE))) |
| John's manager just told his team about this year's contest, the winner of which will receive an all-expense paid trip to Bangkok. John does not like to travel to places where he can't speak the language, so he is not very enthusiastic. This reward has a high valence for John.(((FALSE))) |
| To be most motivating, goals should be specific and challenging but achievable.(((TRUE))) |
| Simplified, repetitive jobs lead to job dissatisfaction, poor mental health, and a low sense of accomplishment and personal growth(((TRUE))) |
| The task significance for a craftsperson who goes through all the steps to build a handmade acoustic guitar is higher than it is for an assembly-line worker who just installs windshields on cars.(((FALSE))) |
| To use positive reinforcement, give praise to employees not for showing up for work on time (an expected part of any job) but for showing up early.(((TRUE))) |
| Most workers rate monetary benefits higher than a caring boss.(((FALSE))) |
| Goal-setting theory suggests that behavior tends to be repeated if it has positive consequences and tends not to be repeated if it has negative consequences.(((FALSE))) |
| A manager should administer punishment in public in front of employees because the embarrassment enhances the punishment and its effectiveness.(((FALSE))) |
| New research shows that the cubicle is not a motivational environment, stifling creativity and morale for many workers.(((TRUE))) |
| Intrinsic motivation is not as long lasting as extrinsic motivation, and intrinsic motivation has a less positive impact on task performance(((FALSE))) |
| ______ is the set of psychological processes that arouse and direct goal-directed behavior.(((Motivation))) |
| Which of the following is not part of a simple model of motivation?(((punishment))) |
| Ricardo's sales manager just informed his sales team that all sales in January will earn an extra 5 percent commission. The team gets right to work, being motivated by a(n)(((extrinsic reward))) |
| Paula's management professor just told her class that the final exam is optional for students like Paula who currently have an A. Paula decides to take the exam anyway because she likes the subject and wants to master the material. Paula is motivated to take the exam by a(n)(((intrinsic reward.))) |
| Content perspectives, also known as need-based perspectives, include all except which one of the following theories?(((equity theory))) |
| Maslow's levels of needs, in order from lowest (most basic) to highest level, are(((physiological, safety, love, esteem, and self-actualization.))) |
| physiological, safety, love, esteem, and self-actualization.(((esteem))) |
| After three shuttle accidents in three months, one of which resulted in a critical injury to a driver, Citywide Shuttle drivers received additional training, and the company retrofitted all shuttles with new braking systems. Which of Maslow's needs are addressed by Citywide Shuttle's actions?(((safety))) |
| An accounting firm reimburses employees for tuition and fees if they complete job-related coursework with a B or better. The accounting firm's tuition-reimbursement policy helps its employees meet their _______ needs. (((self-actualization))) |
| For managers, the importance of Maslow's contribution is that he showed that workers(((have needs beyond that of just earning a paycheck.))) |
| To achieve psychological growth, according to the self-determination theory, people need to satisfy the three innate needs: _______, autonomy, and competence.(((relatedness))) |
| Using self-determination theory to motivate employees at Cloud9, a data storage company, the vice chair makes 10–20 phone calls a day to thank special employees "caught doing something right." The vice chair is fulfilling her employees' ______ needs.(((competence))) |
| According to the acquired needs theory, the desire to influence others is part of the need for((( power))) |
| Sharon has excelled as an auditor for a large financial consulting firm. She loves building mutually beneficial relationships and is extremely well liked by her clients. Sharon likely has a(((high need for affiliation.))) |
| Even when he started his first job, Will was not content to be just one of the employees. His boss noticed that he often coached his coworkers about ways to improve their work, even when it wasn't his job. Will probably has a(((high need for power))) |
| Sue is very aggressive at her job, and her coworkers complain that she often manipulates them and her boss in order to get ahead. She attempts to direct everything and everyone, regardless of the consequences to others or even the organization itself. Sue is expressing what type of need for power?(((personal))) |
| McClelland's need for achievement corresponds most closely to(((McClelland's need for achievement corresponds most closely to))) |
| According to Herzberg, which of the following is an example of a motivating factor?(((the work itself))) |
| According to Herzberg, which of the following is an example of a hygiene factor?(((interpersonal relationships))) |
| According to Herzberg's two-factor theory, in the zone between the motivating factors and the hygiene factors, employees are(((neither satisfied nor dissatisfied.))) |
| According to Herzberg's two-factor theory, only ______ factors can make employees satisfied with their jobs.(((motivating))) |
| ______________ is a model of motivation that explains how people strive for fairness and justice in social exchanges or give-and-take relationships.(((Equity theory))) |
| Clint is a branch manager for a large freight company. He has noticed low morale lately, perhaps because of the cramped quarters, stricter policies, and lack of raises this year. According to Herzberg, Clint should first concentrate on(((hygiene factors))) |
| According to Herzberg's theory, the first thing managers of employees who dislike their jobs should do is to(((make sure pay levels, policies, and working conditions are reasonable.))) |
| _______ perspectives are theories that try to understand the thought processes by which people decide how to act.(((Process))) |
| Which of the following is a process perspective on motivation?(((goal-setting theory))) |
| In equity theory, employees are motivated to(((resolve feelings of injustice and see fairness in the rewards they expect for task performance.))) |
| When workers perceive they are being treated fairly on the job, they are most likely to(((support organizational change.))) |
| Randy complained to his boss, Maryann, that he received the same bonus this quarter as everyone else, despite the longer hours he had worked and his higher level of experience, production, and efficiency. If Maryann can't change the bonus, she should expect that Randy might respond in any of the following ways(((ignoring his feeling of resentment and trying harder in next quarter.))) |
| The theory under which people make the choice that promises them the greatest reward if they think they can get it is(((expectancy theory.))) |
| After struggling with the accounting training, Peter is unsure whether he can complete the end-of-year financial reporting with no errors in the time allotted. In this case, Peter is low on the ______ element of expectancy theory.(((expectancy))) |
| ______ is the expectation that successful performance of the task will lead to the desired outcome.(((Instrumentality))) |
| At his review last year, Bryan was promised a 20 percent raise if he met his production goals. Raises were included in today's paychecks, and although Bryan has met all of his goals, he received only a cost-of-living raise. In the future, Bryan's ______ will probably be (((instrumentality; low))) |
| The HR manager told Jim that the company pays the total health insurance costs for a family of four. As a single man, this benefit did not seem especially important to him right now. Here, Jim is low on the ______ element of the expectancy theory.(((valence))) |
| When using goal-setting theory to motivate employees, managers should(((help workers understand and accept the goals.))) |
| Goal-setting theory suggests that employees can be motivated by goals that have all of the following characteristics except(((little or no feedback.))) |
| According to goal-setting theory, goal setting helps motivate you by doing all the following except(((taking attention away from real work.))) |
| Which of the following is the best statement of a goal?(((Reduce production errors by 10 percent by the end of the quarter.))) |
| ______ involves division of an organization's work among its employees and applies motivational theories to jobs to increase satisfaction and performance.(((Job design))) |
| __________ is the process of increasing the number of tasks in a job to increase variety and motivation.(((Job enlargement))) |
| Research shows that simplified jobs lead to all the following except(((increased productivity.))) |
| Job ______ is the opposite of ______.(((enlargement; scientific management))) |
| ______ is the process of building into a job such motivating factors as recognition and achievement.(((Job enrichment))) |
| Michele's job as an accounting assistant was recently modified to include reconciling bank accounts and making deposits, two tasks previously done by the accounting manager. This increase in responsibility would best be described as(((job enrichment.))) |
| Of the following, which is not a core job characteristic?(((teamwork))) |
| A technician who is responsible for keeping an airport's control tower's electronic equipment in working order has higher ____________ than a person wiping down cars in a carwash.(((task significance))) |
| _______ is the extent to which a job allows an employee to make decisions about scheduling different tasks and deciding how to perform them.(((Autonomy))) |
| Victoria runs a flower shop. She recently made some changes so that one employee answers phones and completes the order and payment process, while another creates arrangements, and a third packages and delivers floral arrangements. Previously, each employee was responsible for the order from the phone call through the delivery. Victoria has made changes to(((task identity.))) |
| As a maintenance person for the air force, Alex services aircraft engines, which protects the lives and safety of military personnel and increases their ability to conduct missions. Alex's job has a high level of(((task significance.))) |
| Which of the following is NOT a contingency factor in the job characteristics model?(((autonomy))) |
| The motivating potential score (MPS) is calculated as part of using(((the job characteristics model.))) |
| ____________ is the theory that attempts to explain behavior change by suggesting that behavior with positive consequences tends to be repeated while behavior with negative consequences tends not to be repeated.(((Reinforcement theory))) |
| _______ is the use of desirable consequences to strengthen a particular behavior.(((Positive reinforcement))) |
| ______ is the process of strengthening a behavior by withdrawing something negative.(((Negative reinforcement))) |
| A supervisor told a salesperson who had not made any calls to clients and therefore did not make quota, "Well, if this continues in the next 30 days, you'll probably be let go." The supervisor provides an example of _____ by presenting the likely negative outcome to the salesperson.(((punishment))) |
| _____ is the weakening of behavior by ignoring it or making sure it is not reinforced.(((Extinction))) |
| It has been two years since any employee has received a bonus at Tech Outlet, and the possibility of getting one no longer seems to motivate employees. In this case, management has inadvertently applied(((0))) |
| Ted's manager required him to give up his company car because he had missed sales goals for four consecutive quarters. Ted's manager used (((punishment.))) |
| In using reinforcement, a manager should((( clearly communicate the desired behavior.))) |
| When using punishment, a manager should(((do it in conjunction with positive reinforcement.))) |
| Which of the following is not an advisable criterion for an effective incentive plan?(((The rewards require record-setting performance.))) |
| A sales commission is an example of a ______ compensation plan.(((pay-for-performance))) |
| José has a summer job hand-dyeing shirts that will be sold on the boardwalk. He is paid $5.00 per shirt. José is being paid on a ______ compensation plan.(((pay-for-performance))) |
| Nancy's employer distributes checks at the end of each quarter, representing an equitable portion of 5 percent of the company's pretax profits for the previous period. These checks represent(((profit sharing.))) |
| A Scanlon plan is a type of ______ compensation plan.(((gainsharing))) |
| Because the production division at Heavenly Gates Inc. is $10,000 below budget due to process improvements, this year 30 percent of the savings will be returned to the division to spend as desired, as a form of(((gainsharing))) |
| Daniel teaches sixth grade at a local elementary school. He significantly increased his salary by earning a master's degree in education. Daniel's increased salary is an example of(((pay for knowledge))) |
| Which of the following is not a practice used to create a flexible workplace?(((gainsharing))) |
| A group is defined as two or more freely interacting individuals who share norms, share goals, and have a common identity.(((TRUE))) |
| Common commitment is the essence of a team, and what differentiates it from a group.(((TRUE))) |
| Twenty-six new employees from Global Technologies Inc. are attending orientation, receiving information about company policies, and filling out various forms. These employees comprise a group.(((TRUE))) |
| A self-managed team is designed to include members from different areas within an organization, such as finance, operations, and sales.(((FALSE))) |
| The majority of workplace learning is informal.(((TRUE))) |
| During the storming stage of Tuckman's five-stage model, the leader of a team should allow members the empowerment they need to concentrate on solving problems and completing the assigned task.(((FALSE))) |
| An example of a maintenance role is an initiator, someone who suggests new goals or ideas.(((FALSE))) |
| Norms are a typically explicit and are often discussed openly.(((FALSE))) |
| Teams often enforce norms to help individuals avoid embarrassing situations.(((TRUE))) |
| Conflict is a process in which one party perceives that its interests are being opposed or negatively affected by another.(((TRUE))) |
| A moderate level of conflict can induce creativity and initiative, thereby raising performance.(((TRUE))) |
| Stephen and Tyler went to the same college, and they have never liked each other. Stephen thinks Tyler is a loudmouth, while Tyler thinks Stephen is arrogant and self-impressed. If Stephen and Tyler end up working for the same company, they are likely to experience a multicultural conflict.(((FALSE))) |
| The best way to manage virtual teams is to focus on what's accomplished, not whether an employee is working from her patio or at 10 p.m.(((TRUE))) |
| When parties to a conflict have deeply rooted, opposing value systems, collaboration is inappropriate for resolving the conflict.(((TRUE))) |
| Devil's advocacy is the process of assigning someone to play the role of critic to voice possible objections to a proposal.(((TRUE))) |
| Which of the following is the best way to manage virtual teams?(((Check in regularly, but resist the urge to micromanage.))) |
| Check in regularly, but resist the urge to micromanage.(((meet regularly, face-to-face.))) |
| Which of the following is not a benefit of teamwork in an organization?(((increased stress))) |
| Two or more freely interacting individuals who share norms, share goals, and have a common identity form a(((group))) |
| A _______ is a small group of people with complementary skills who are committed to a common purpose, performance goals, and approach for which they hold themselves mutually accountable(((team))) |
| A(n) ________ group is created to do something productive for the organization and is headed by a leader. For example, this group may be created to develop a new line of skin-care products specifically for people over the age of 60.(((formal))) |
| Molly organized several teachers to discuss the school's interior painting scheduled for the summer. They looked at several brands and heard a presentation by a designer who then helped them choose a color palette to recommend to school administrators. In this instance, the teachers made up a(n)(((formal group.))) |
| Which of the following is true of informal groups?(((Informal groups can advance or undercut the plans of formal groups.))) |
| In all but the worst weather, Beth and three coworkers met each day at 12:15 to walk the wilderness trail behind their office building. The four co-workers are an example of a(n)(((informal group.))) |
| A team composed of people from different departments who are pursuing a common objective is called a _____. For example, ToysRUs may bring together employees from manufacturing, design, sales, marketing, and market research to brainstorm new board games for adults.(((cross-functional team))) |
| Rita is on a team that consists of members who work together over time and distance via electronic media to combine effort and achieve common goals. Rita is on a(n)(((virtual team.))) |
| At Allen and Thomas Architects, a group of designers are developing the first drawings for a proposed multiuse office development in an older section of a large city that is being revitalized. What type of work team is this group?(((project team))) |
| Self-managed teams are groups of workers who have been given ______ for their task domains.(((administrative oversight))) |
| Administrative oversight given to self-managed teams does not typically include(((hiring and firing.))) |
| When using a self-managed team, a manager should(((delegate administrative oversight of work scheduling and customer interaction.))) |
| Which of the following is not one of the five stages of team development?(((reforming))) |
| The question the group is asking during the forming stage of group development is((("Why are we here?"))) |
| During the forming stage of a group or team, the leader should(((allow people to socialize and become acquainted.))) |
| _________, the second stage of team development, is characterized by the emergence of individual personalities and roles and conflicts within the group.(((Storming))) |
| The group development stage in which individuals test the leader's policies and assumptions as they try to determine how they fit into the power structure is the ______ stage.(((storming))) |
| Depak's team was not making much progress on defining a new production process. Nicole was being very uncooperative. She did not agree with Depak's direction, and she has not completed her tasks. This team is in what stage of group development?(((storming))) |
| During the ______ stage of team development, close relationships develop as unity and harmony emerge.(((norming))) |
| The question that individuals ask during the norming stage of group development is((("What do the others expect me to do?"))) |
| The stage of team development during which a group sets guidelines about issues like attendance and punctuality is the ______ stage.(((norming))) |
| Groups that make it through storming generally do so because(((a respected member other than the leader challenges the group to resolve power struggles.))) |
| The principal by-product of the norming stage of team development is(((group cohesiveness))) |
| ______ is a "we feeling" that binds group members together.(((Group cohesiveness))) |
| Because hard feelings about group leadership and assignments have passed, the members of Robin's group now seem to be relating much better. At the meeting tomorrow, she should take advantage of this moment by(((helping the team identify group goals and values.))) |
| helping the team identify group goals and values.(((concentrate on solving problems and completing tasks.))) |
| During the performing stage of team development, the group answers the question((("Can we do the job properly?"))) |
| Levi led a team that has just finished up a very challenging research project that will assist management in developing long-range plans. Despite the stress of the past few months, most participants seem sad it's over. Now Levi should(((have an awards ceremony.))) |
| Which of the following is not considered an essential consideration in building a group into an effective team?((( unanimity))) |
| Individuals are said to be collaborating when(((they are sharing information and coordinating efforts to achieve a collective outcome.))) |
| ________ is defined as reciprocal faith in others' intentions and behaviors(((Trust))) |
| Trust is based on _______, which in turn is based on past acts of integrity and follow-through on promises.(((credibility))) |
| Members of a team develop their ______ based on the expectations of the team, of the organization, and of themselves(((roles))) |
| A(n) ______ role is behavior that concentrates on getting the team's work done. For example, one team member's role may be to generate daily sales information at the end of each working day.(((task))) |
| Jamal points out during the meeting that the group has fallen a half hour behind schedule according to the agenda, and should get back to the important work at hand. He is performing a ______ role.((( task))) |
| Someone at a team meeting who says, "Let's hear from those who oppose this plan," is performing a ______ role.(((maintenance))) |
| Tension was apparent as the management team discussed changes to promotion requirements. But then Chris made a joke about Jake's white-knuckled grip on his pen, and the laughter seemed to lighten the mood. Chris was acting in a ______ role.(((maintenance))) |
| Which of the following is not a reason why group or team members typically enforce norms?(((to create a written document of behavioral guidelines for new employees))) |
| The Nordstrom department store chain emphasizes the great lengths to which it goes in customer service. By enforcing its norms for exceptional customer service, Nordstrom is seeking (((to emphasize the organization's important values and identity.))) |
| Dysfunctional conflict is sometimes called ______ conflict.(((negative))) |
| Which of the following is not characteristic of workgroups with excessive conflict?(((creativity))) |
| Which of the following is a manifestation of excessive conflict in the workplace?(((violence and workplace aggression))) |
| Workplace performance is maximized when(((conflict is at a moderate level.))) |
| ________ conflict is defined as interpersonal opposition based on personal dislike, disagreement, or differing styles. For example, Sasha and Alexandra, who both work as salespeople at a local boutique, may simply not like each other.(((Personality))) |
| Maneka is on a team with Larson, and they are often in conflict. Maneka likes to begin her work with careful planning and she gets started immediately. Larson, on the other hand, likes trying out several ideas, and tends to be working frantically at the last minute. Their conflict most likely stems from(((clash of personality, values, and attitudes))) |
| Which of the following is a source of intergroup conflict in the workplace?(((inconsistent goals or reward systems))) |
| Ken, whose primary job is supervising a small production group, is not getting cooperation from all members on the cross-functional team he leads. In particular, Bethany, a senior marketing manager, seems to resist his direction and tries to influence team members to go in another direction. The source of conflict in this case may be(((status differences.))) |
| ____________ is ordering an outcome, when a manager relies on his or her formal authority and power to resolve a conflict, but the needs of the other party are largely ignored.(((Forcing))) |
| _____ is the conflict-handling style in which a person neglects his or her own concerns and allows the concerns of another to prevail.(((Accommodating))) |
| When issues causing conflict are trivial, or when emotions are high and cooling off would be helpful, which conflict-handling style is preferable?(((avoiding))) |
| Paige missed another deadline and her boss, Linda, is very upset. She will have to explain to the client again why the project is behind. Linda thinks she may say something she'll regret if she talks to Paige about this now, so she decides to wait a while. Linda is using the ______ conflict-handling style.(((avoiding))) |
| Larry proposed the purchase of a new Epson copier to his boss. Amir said that he has always used and liked Xerox copiers, but when he thinks about it later, he realizes he does not really feel strongly about the brand of copy machine used in the office. Amir should probably adopt a(n) ______ conflict-handling style when trying to resolve this matter with Larry.(((accommodating))) |
| Sharon told her team that she is moving forward with a change to the bonus structure, despite vocal objections from several team members. Sharon is using the ______ conflict-handling style.(((dominating))) |
| ______ is the conflict-handling style in which both parties give up something to gain something.(((Compromising))) |
| The disadvantage of the ______ conflict-handling style is that it is very time-consuming.(((collaborating))) |
| In which of the following conditions should constructive conflict be stimulated?(((The group seems to be afflicted with inertia and apathy.))) |
| ______ is designed to elicit different opinions without inciting people's personal feelings.(((Programmed conflict))) |
| Rebecca asked Gavin, one of her team members, to purposefully think of and voice criticisms as the group discussed a popular idea to open a branch office in another state. This is an example of the use of(((devil's advocacy.))) |
| ______ is the process of having two people or groups play opposing roles in a debate to better understand a proposal.(((The dialectic method))) |
| When Men's Wearhouse fired a salesperson who wasn't sharing walk-in customer traffic, and total clothing sales volume among all salespeople increased significantly, the company(((reduced destructive internal competition.))) |
| When Cisco Systems told executives they would gain or lose 30 percent of their bonuses based on how well they worked with peers, and in three years had record profits, the company(((improved workplace cohesiveness.))) |
| Leadership is the ability to influence employees to voluntarily pursue organizational goals. (((TRUE))) |
| Leaders manage and managers lead, but the two activities are not synonymous. (((TRUE))) |
| One's power comes as part of one's job; it is the right to perform or command.(((FALSE))) |
| Reward power results from managers' authority to punish their employees.(((FALSE))) |
| Employees who are having computer problems at TravelWorld go to Amy rather than the IT department because she is efficient and considerate about helping out and is extremely knowledgeable. Amy has expert power. (((TRUE))) |
| Emily has a charismatic personality, and finds it easy to get others to agree with her. Emily has referent power. (((TRUE))) |
| Narcissistic leaders tend to bring out the best work behaviors in others(((FALSE))) |
| The primary purpose of task-oriented leadership behaviors is to ensure that people, equipment, and other resources are used efficiently to accomplish a mission. (((TRUE))) |
| As a manager, when you provide rewards or reprimand your subordinates, you are practicing transactional leadership. (((TRUE))) |
| In the contingency leadership model, the most important component of situational control is position power(((FALSE))) |
| Adaptive, flexible organizational cultures are less likely to foster transformational leadership than bureaucratic ones. (((FALSE))) |
| Female leaders tend to use transformational leadership more than male leaders do. (((TRUE))) |
| Steve Jobs is an example of a transformational leader; he had a vision of developing an "insanely great" desktop computer. (((TRUE))) |
| Passive leaders inspire trust in their followers because they express their integrity by being consistent, single-minded, and persistent in pursuit of their goal. (((FALSE))) |
| Leaders benefit most from followers who are helpers (most compliant) rather than rebels (least compliant(((TRUE))) |
| The three dimensions of situational control are leader-member relations, the task structure, and (((position power.))) |
| Leadership is the ability to ______ employees to voluntarily pursue organizational goals. (((influence))) |
| Which of the following is not one of the five sources of power? (((appearance))) |
| The power that managers have resulting from their formal positions within organizations is called ______ power(((legitimate))) |
| Anar congratulated her staff when the team received an industry award for their project, and also sent a companywide e-mail announcing it. Here, Anar is using her ______ power. (((reward))) |
| Karl was put on probation for a string of customer complaints about his poor service and professionalism. His supervisor was using ______ power. (((coercive))) |
| ______ power results from one's specialized knowledge.(((Expert))) |
| ______ power derives from one's personal attraction.(((Referent))) |
| Trina is outgoing, warm, and truly inspirational when she talks about where she wants to lead her division. Her employees seem eager to do anything she asks. Because of her personality and not her position, Trina has ______ power. (((referent))) |
| ________, which include acting friendly or making someone feel good or important before making a request, are influence tactics. (((Ingratiating tactics))) |
| Lamar brought his proposal to Lindsay before the meeting saying, "I'm sure you have some ideas on this, and we could try to get them incorporated upfront." Which influence tactic is Lamar using?(((consultation))) |
| Using threats or intimidation to persuade someone is which influence tactic? (((pressure))) |
| When Nelson saw Betty in the stockroom stuffing her purse with expensive printer cartridges, Betty was quick to say, "We've been friends since first grade, so I'm sure you won't say anything about this." Betty was using a(n) _____ on Nelson. (((personal appeal))) |
| The ______ approach to leadership attempts to identify distinctive characteristics that account for the effectiveness of leaders. ((( trait))) |
| Organizations may apply trait theory by(((using personality assessments.))) |
| Which of the following would be considered a negative interpersonal trait often found in leaders? (((Machiavellianism))) |
| Which of the following is characteristic of men in the workplace, compared with women? (((using a more autocratic style))) |
| ______ leadership approaches attempt to determine the unique behaviors used by effective leaders. (((Behavioral))) |
| Which of the following is not a behavioral leadership approach? ((( trait))) |
| Research indicates that women tend to display more _____, while men tend to display more ______. (((relationship leadership; task leadership))) |
| James manages his employees by carefully monitoring their production, comparing what they do to predicted schedules and desired budgets. James can best be described as a ______ leader. (((task-oriented))) |
| Regina apologized to Clay for an e-mail that upset him. She said she had chosen an inconsiderate way of stating her idea, and that she'd be happy to discuss it further. Regina is(((expressing consideration behavior.))) |
| Increasing employee psychological empowerment requires four kinds of behaviors, including all of the following except(((inspiration.))) |
| The approach to leadership that suggests that effective leadership behavior depends on the situation at hand is the ______ approach. (((contingency))) |
| Fiedler's contingency leadership model determines if a leader's style is (((task-oriented or relationship-oriented.))) |
| ____ is the model that requires a manager to assess her own leadership orientation and the level of her situational control. (((Fiedler's contingency model))) |
| _____ is the questionnaire used in Fiedler's model to determine leadership orientation.(((Least preferred coworker (LPC) scale))) |
| In Fiedler's contingency leadership model, ________ is the amount of influence a leader has in his or her immediate work environment.(((situational control))) |
| David's peers were surprised when he received a promotion and suddenly became their supervisor. They thought he was rather unreliable and weren't sure he was up to the task. According to the contingency model, David has (((poor leader-member relations.))) |
| One of three dimensions of situational control in the contingency leadership model, ______ is the extent to which tasks are routine, unambiguous, and easily understood. (((task structure))) |
| Erin, a department manager, is struggling trying to lead a cross-functional team. Most members are other department managers at her level, and they see no reason to do what she asks. Here, Erin has(((weak position power.))) |
| According to the contingency model, a relationship-oriented leadership style works best in ______ situations. (((moderate-control))) |
| Jane leads a task force developing specifications for a new customer database to be used by several departments. Jane is an IT supervisor, but most of the other task force members are directors of other departments. At the first meeting, a few of them asked questions that she couldn't answer. According to the contingency model, Jane's situational control is likely (((low.))) |
| Sammie leads a task force charged with restructuring the order-processing system in the organization. The task force is composed of her peers over whom she has little control, and some of whom do not seem to respect her. According to the contingency model, Sammie should adopt a(n) ___________ leadership style. (((task-oriented))) |
| Do my subordinates accept me as a leader? This question reflects which of the following dimensions of situational control? (((leader-member relations))) |
| Kim supervises a group of customer service representatives. Kim is respected and well liked by her staff, and she has worked hard to make sure each of them knows how to do their job well. She is responsible for all staffing and reward decisions in her department. Kim has _____ in the contingency model. (((high situational control))) |
| Marcel supervises a group of paralegals serving the firm's lawyers. He gets along well with his employees, and he has created detailed procedures for all the types of legal document they encounter. Marcel hires and fires; he also gives work assignments, performance appraisals, and promotions. The optimal leadership style for Marcel is _____ according to the contingency model. (((task-oriented))) |
| According to Fiedler's contingency model, ______ situation control favors a leader who is ______-oriented.(((moderate; relationship))) |
| In the contingency model, if your leadership orientation does not match the situation in your workplace, Fiedler recommends that you(((move to a more suitable situation.))) |
| ____________ is the model in which an effective leader makes desirable rewards available, clarifies how employees can achieve objectives, and provides them support in doing so. (((House's path-goal model))) |
| According to House's revised path-goal theory, a leader's style should vary depending on(((employee characteristics and environmental factors.))) |
| Which of the following is not an employee characteristic of relevance in path-goal theory? (((position power))) |
| The leadership styles of ________ originally included supportive and achievement-oriented and two others, but was more recently revised to include a total of eight styles. (((House's path-goal model))) |
| James leads a training and development team. He expects excellence, sets challenging goals, and expresses confidence that all team members are capable of doing their part to meet and exceed the goals. According to revised path-goal theory, James is using a(n) ______ leadership style. (((achievement-oriented))) |
| Judith supervises a call center department that receives stress-producing calls from unhappy customers. Turnover has increased by 33 percent over the last four months. Judith is understanding and patient with her staff, and tells them she knows what they're going through since it wasn't so long ago that she took those calls. According to revised path-goal theory, Judith is using a(n) ______ leadership style. (((supportive))) |
| Pat is something of a cheerleader around his team. He shares his vision and expresses his confidence in his team's ability to achieve his vision. He is quick to compliment and acknowledge team members' accomplishments, and he is enthusiastic about their successes. According to revised path-goal theory, Pat is using a(n) ______ leadership style. (((value-based))) |
| House's revision of his theory puts more emphasis on the need for leaders to foster(((intrinsic motivation through empowerment.))) |
| Revised path-goal theory indicates to managers that they must consider(((modifying their leadership style to fit employee and task characteristics))) |
| According to the concept of full-range leadership, leadership behaviors vary along a range from ______ leadership at one extreme to transformational leadership at the other.(((laissez-faire))) |
| Transformational leadership is positively associated with all the following except(((less commitment to organizational change.))) |
| Which of the following is a characteristic of transformational leaders? (((They encourage people to do exceptional things with trust, commitment, and loyalty to produce significant results and change.))) |
| Charismatic leadership is now considered part of ______ leadership. (((transformational))) |
| Employees at Employees Credit Union were really impressed with Ryan, the new CEO. He was the first person who had fully developed a vision for the company about where it could go, and had energized everyone to try to get there. Ryan is a ______ leader. (((transformational))) |
| Which of the following is not positively associated with transformational leadership, according to research? (((less group cohesion))) |
| The ______ model of leadership emphasizes that leaders have different sorts of relationships with different employees. (((leader-member exchange (LMX)))) |
| In the leader-member exchange model, the relationship between leader and follower that is characterized by mutual trust, respect, and liking is known as a(n) ________ exchange. (((in-group))) |
| A _______ leader is one who focuses on providing increased service to others. (((servant))) |
| Starbucks CEO Howard Schultz has made sure his employees have health insurance and work in a positive environment. He could best be described as which type of leader? (((servant))) |
| Amy, the manager of a branch location of a large travel firm, treated company resources as if they were her own and encouraged continued development and training of her employees. She cared about the staff deeply and even organized international volunteering activities to promote their growth. Amy could best be described as which type of leader? (((servant))) |
| Research shows that followers seek and admire leaders who create feelings of(((significance.))) |
| Leaders especially want ________ who are productive, reliable, honest, cooperative, proactive, and flexible. (((followers))) |
| Do my subordinates perform unambiguous, easily understood tasks? This question reflects the ______ dimension of situational control. (((task structure))) |
| Lynn had many spelling and grammar mistakes in her report, some of which made the content difficult to understand. Lynn's report is an example of poor encoding. (((TRUE))) |
| Noise is any disturbance that interferes with the transmission of a message, and it can occur in any medium.(((TRUE))) |
| The sun was shining directly into Matt's eyes, so he looked away and missed the coach's demonstration of a defensive technique. In this case, the sun acts as feedback in the communication process.(((FALSE))) |
| Face-to-face communication is the richest form of communication because the receiver observes multiple cues in the message.(((TRUE))) |
| If you must tell an employee that he is facing a sexual harassment investigation, you should use a rich medium of communication.(((TRUE))) |
| The danger of using a lean medium for nonroutine matters is that it results in information oversimplification; it doesn't provide enough of the information the receiver needs and wants.(((TRUE))) |
| An order-taker who has a thick accent, and someone who speaks too fast at a fast-food drive-through, are examples of communication barriers.(((TRUE))) |
| When a supervisor is afraid to voice an idea because she fears criticism, the result is a receiver barrier.(((FALSE))) |
| One of the ways to improve communication is to avoid animation. (((FALSE))) |
| Formal channels of communication are typically faster than the grapevine.(((FALSE))) |
| In general, one long meeting is preferable to several shorter meetings.(((FALSE))) |
| When using text messages for important workplace communications, use abbreviations and emojis to streamline the communication.(((FALSE))) |
| Generally people retain about 75 percent of what they hear.(((FALSE))) |
| An audience can typically remember about 10 points from a speech.(((FALSE))) |
| Jyl, a supervisor, told her employees, "The store will close Monday for inventory. All employees are expected to participate." Jyl's communication to her employees is an example of upward communication(((FALSE))) |
| Which of the following statements is not true about communication in the workplace? (((Emails can cut through the misunderstandings that result from misinterpreted phone calls.))) |
| Communication is(((the transfer of information and understanding from one person to another.))) |
| You are a(n) ________ communicator when your intended message is sent accurately in the least amount of time. (((efficient))) |
| Which of the following is not an element of the communication model? (((decoder))) |
| ______________ is the process of translating a message into understandable symbols or language. (((Encoding))) |
| When the band came out on stage and the lead singer shouted, "Hello, Dallas!" the crowd roared with applause. The crowd's response is an example of(((. feedback.))) |
| Which of the following is not an example of noise in the communication process in a typical classroom? (((a student answering a professor's question))) |
| Which of the following is a step in the communication process? (((The message is transmitted through a medium.))) |
| A(n) ______ form of media allows receivers to observe multiple cues, such as body language and tone of voice, and allows senders to get feedback. Face-to-face communication is an example of this form of media. (((rich))) |
| Which of the following is the most appropriate medium for a manager advising employees of a revision to the company's bonus structure? (((face-to-face meeting))) |
| Of the following, which medium is the richest? (((videoconference))) |
| Of the following, which medium is the least rich? (((flier on a bulletin board))) |
| A manager needs to inform employees that the quarterly project management training will start on May 1, about two months from now. Generally, which of the following should the manager use in this situation? (((e-mail))) |
| Executives at Breakers Engineering want to let middle managers know that the company is going to be acquired by its largest competitor. Assuming the following paths of communication are possible, how should executives communicate this information? (((Hold a face-to-face meeting.))) |
| Claire wanted to tell her employees about the seminar, but she put the flier in a stack of papers and forgot about it until after the deadline, so none of her employees were able to sign up for the seminar. What type of barrier has occurred in this situation? (((sender barrier))) |
| Lai worked on a global team for an American company, and all her work had to be completed in her second language, English. Sometimes her teammates misinterpreted her meaning. Lai has unintentionally created of a(n) ______ barrier to communication. (((encoding))) |
| Roger was talking to a coworker in a meeting, and he wasn't listening when his supervisor announced work assignments. This situation is an example of what type of barrier to communication? (((receiver barrier))) |
| Debbie works part time in a coffee shop. Some of the equipment is so noisy it prevents her from correctly hearing what the customer orders. The noisy equipment is an example of a(n) ______ barrier to communication. (((physical))) |
| Tracie, working at a research facility in Washington, DC, needs to communicate with Juan, who is in Mexico City, about a project they are working on. Although Juan has perfect command of English, they are still facing a(n) ______ barrier to communication. (((physical))) |
| ____ is a state of reduced attention that is expressed in behavior that is rigid or thoughtless. This state is natural because human beings simply cannot keep up with all the stimuli they receive. (((Mindlessness))) |
| ______ is terminology that is specific to a particular profession or group. For example, statisticians talk about t-tests, chi-square tests, confidence intervals, and normal distributions. (((Jargon))) |
| Which of the following is not a personal barrier to communication? (((obsolete technology))) |
| Tyrone was recently promoted to manager. Although he used to take advice from his peers, he seems no longer willing to listen to any input from them or his boss, and he is determined to run the project how he thinks best. Which personal barrier to communication is Tyrone exhibiting? (((an oversized ego))) |
| Which of the following is not a way in which nonverbal communication is expressed? (((writing a thank-you note))) |
| Most people from Western cultures tend to ______ when conveying bad news or negative feedback. (((avoid eye contact))) |
| Which of the following is a "don't" when attempting to improve communication?(((Close your eyes.))) |
| Which of the following is a "do" when attempting to improve communication? (((Smile))) |
| Compared to women, men tend to(((use emoticons to express sarcasm and banter.))) |
| According to Deborah Tannen, men are more likely than women to(((boast about achievements.))) |
| Which of the following statements is true? (((Men tend to withdraw and isolate themselves when problem solving, whereas women seek out others for support and can interpret men's withdrawing as lack of caring.))) |
| ________ is a person's characteristic speaking patterns, such as the use of pacing, pausing, questions, and stories.(((A linguistics style))) |
| Channels of communications that follow the chain of command and are considered as official are _____ communication channels(((formal))) |
| Which of the following indicates how official communications should be routed? (((organizational chart))) |
| A manager who is instructing his employee about work tasks is communicating(((vertically.))) |
| The more management levels through which a message passes, the(((more distorted the message may become.))) |
| The dean at Corbin Business College disseminated a new five-year strategic plan to department chairs. This is an example of ________ communication(((downward))) |
| Diane, a marketing manager, shares some of the market research her department has analyzed with the research and development group. Diane is communicating (((horizontally.))) |
| At the end of the fiscal year, Dilinger Investments releases an earnings report to clients. By sending the earnings reports to its clients, Dilinger Investments is communicating(((externally.))) |
| ______ communication channels develop outside the organizational structure and do not follow the chain of command. (((Informal))) |
| Gossip and rumor in an organization are part of the _____, which itself is a type of ______ communication channel. (((grapevine; informal))) |
| The grapevine is (((more active when official communication is lacking.))) |
| The key to protecting digital communication systems against fraud, hackers, identity theft, and other threats is (((using prevention techniques like strong passwords.))) |
| When thieves use your name and good credit rating to get cash or buy things, they are engaging in(((identity theft.))) |
| Which of the following is not true of e-mail? (((The number of e-mail users worldwide has peaked and begun to decline.))) |
| Which of the following is appropriate for workplace e-mail? (((maintaining work-life balance by not sending e-mails before or after work hours))) |
| maintaining work-life balance by not sending e-mails before or after work hours(((the Internet and social media.))) |
| Generally, typical listeners retain _____ of what they hear. (((20-50 percent))) |
| Active ______ is the process of actively decoding and interpreting verbal messages, which requires full attention and processing. (((listening))) |
| Which of the following is not a suggestion that may help you be a good listener? (((mentally compose your response))) |
| Active listening requires all of the following except (((focusing on the delivery rather than content.))) |
| Which of the following is a tip for writing more effectively for business purposes? (((start by stating your purpose and what you expect of the reader))) |
| The introduction to a business speech should (((get right to the point))) |
| Which of the following is not appropriate to include in the conclusion of a speech? (((details you forgot from earlier))) |
| Doug gave some people street directions, but because they only nodded their heads and didn't repeat the directions back to him, he doesn't really know whether the directions were understood. What type of barrier is present here? (((feedback))) |
| Which of the following is the best advice for face-to-face communication? (((Begin with good news, and lead up to bad news.))) |
| Imagine that you work for a life insurance company. The company is offering a new type of life insurance policy for senior citizens (people over age 65) and retirees. Keeping generational differences in mind, which of the following is the best medium for communicating with potential customers/clients? (((telephone calls))) |
| Which of the following is an example of a barrier in cross-cultural communication? (((The "OK" hand symbol means "all right" or fine in the United States, but is considered an insult in parts of Europe.))) |
| Among people age 18–24, the most popular social network is _______; among people aged 35–44, the most popular social network is ________. (((Snapchat; LinkedIn))) |
| Which of the following statements is not true of social media? (((Social media rarely reduces productivity in the workplace.))) |
| Which term refers to the use of the Internet at work for personal use? ((( cyberloafing))) |
| Which of the following is not an element of an effective social media policy? (((Encourage employees to post honest, bold, and even unpopular decisions.))) |
| Which of the following is not one of the top five qualities that employers are looking for most in college graduates? (((creativity))) |
| Which of the following is an example of controlling communication? (((You must complete the audit by Friday of this week.))) |
| Which of the following is an example of empathetic communication? (((I understand your frustration; this deadline is intense, and we're running on reduced staff."))) |
| Ryan is sitting in a seminar where a speaker is explaining the company's retirement plan options. Ryan is only 24 years old, and he thinks retirement is so far away that he doesn't think he needs to pay attention to the speaker. He starts texting his friends and updating his Facebook page; he even slumps in his chair. He has completely tuned out of the presentation. Ryan's listening style in this case is best described as(((detached.))) |
| Peer relationship is about: Sponsorship – opening doors, Coaching – teaching ‘the ropes’ and Protection – providing support.((FALSE)) |
| Knowledge is the Natural abilities you are good at.((FALSE)) |
| Mode is the middle number.((FALSE)) |
| The first step in creating your personal marketing plan is to conduct a career audit.((TRUE)) |
| Line graphs are a way of presenting proportional data in the form of a circle((FALSE)) |
| When giving feedback to others you should start with the negative points first then with the postive after.((FALSE)) |
| Quantitative data refers to intangible qualities or features.((FALSE)) |
| A multiple-cause diagram will not enable you to show the causes and the ways in which they are connected.((FALSE)) |
| Bar charts are designed to show frequency distribution((TRUE)) |
| Median is the average of numbers.((FALSE)) |
| Interviews have a good response rate((TRUE)) |
| In Brainstorming there are two important principles that apply, one of them is to limit generation of ideas that looks good only and not to waste time on others.((FALSE)) |
| If your negotiation seems to be failing because someone else is being difficult you can threaten the other person.((FALSE)) |
| “Per cent” simply means “out of 100”((TRUE)) |
| Sampling is helpful to us because we can investigate a sample of a larger population in order to learn just about the sample.((TRUE)) |
| Force-field diagrams shows the inputs to a system or to an operation and the outputs from it.((FALSE)) |
| Skilled negotiators demonstrate the following positive behavior: Argument dilution and Behavior chains.((FALSE)) |
| In giving feedback place the feedback in the context of relationship((TRUE)) |
| Mentoring is a time-honored practice in which a relatively inexperienced person is helped by a more experienced one.((TRUE)) |
| When giving feedback you should listen actively and ask for precision.((FALSE)) |
| Limits to assertiveness: take no account of structural and political imbalances in organization or society at large.((TRUE)) |
| Observing can be potentially intrusive and ethically problematic.((TRUE)) |
| Primary data is data that is already exist.((FALSE)) |
| Surveys & questionnaires problem is that it often lack the richness and subtlety it is possible to uncover other methods.((TRUE)) |
| Brainstorming is an approach to performance evaluation. ((FALSE)) |
| Peer relationships can support our development needs, can bring some unique advantages and offer mutuality.((TRUE)) |
| Qualitative data describes measurable or countable features of whatever has been investigated.((FALSE)) |
| Observing is a technique in which a sample of the population is asked questions about the issues the investigator is interested in.((FALSE)) |
| A system map shows the boundary of the system and the different subsystems inside the boundary.((TRUE)) |
| Assertive behavior means standing up for yourself, but in ways which respect the rights of others.((TRUE)) |
| Skilled negotiators demonstrate the following positive behavior:Test understanding and summarize, Flag or signal, and Ask lots of questions.((TRUE)) |
| Talents are abilities or expertise that you have acquired by training or experience((FALSE)) |
| One way of considering career development is to think of it in terms of a personal marketing plan.((TRUE)) |
| Input-output diagrams are an explicit prompt for exploring the restraining forces.((FALSE)) |
| Limits to assertiveness: Encourage people to say more and frank((FALSE)) |
| Reasons for using active listening is for stating your own views, disagreeing with other’s views, making a request, and refusing a request.((FALSE)) |
| If your negotiation seems to be failing because someone else is being difficult you have a choice of not reacting.((TRUE)) |
| Skilled negotiators avoid the following negative behavior: Defense/attack spirals and Irritators((TRUE)) |
| Active Listening is a behavior that means standing up for yourself, but in ways which respect the rights of others.((FALSE)) |
| Transactional marketing is oriented towards single purchase while Relationship Marketing is oriented towards repeat sales.((TRUE)) |
| The 5 functions of management defined by Fayol are:((Planning, Organizing, Commanding, Coordinating and Controlling)) |
| A number of tools used by organization to communicate with their audiences. Together these tools are called:((The marketing communication mix)) |
| Which of the following defines best the break-even:((The point at which total costs and total revenues are equal)) |
| The psychological contract refers to the set of expectations of the employment relationship formally stated in a written contract.((FALSE)) |
| It is essential for every business to consider some external forces before they can take decisions. The tool commonly used to evaluate different external factors which impact an organization is:((STEEP model)) |
| The product life cycle stages are 4 clearly defined phases, each with its own characteristics. Stages include: introduction, growth, maturity and decline.((TRUE)) |
| Branding means creating an identity for a product((TRUE)) |
| Which type of leader influences the others through the exchange of valued rewards?((Transactional)) |
| Quantitative aspects: Some aspects of performance can be measured as quantitative targets like:((Timescales, Deadlines, Amounts produced, Costs, Resource usage)) |
| Maslow's hierarchy of needs includes all EXCEPT which of the following?((cognition)) |
| The first step in customer decision making process is need recognition((TRUE)) |
| Segmentation is a process of breaking down a total market into smaller, more distinct segments that have a similar characteristics((TRUE)) |
| Employee empowerment is the process of motivating the employee by granting him a financial compensation that meets his expectations((FALSE)) |
| What is a transformational leader?((A leader who inspires and motivates the workers to new levels by offering them a vision of a better future)) |
| Which among the following are Fayol management processes?((Forecasting and planning, organizing, leading, coordinating, controlling)) |
| Asset are:((Is something which the organization owns and which has a market value)) |
| SMART model means:((Specific, Measurable, Agreed, Realistic, Timed)) |
| In Maslow's hierarchy of needs, food, water and sleep are considered _____ motives.((physiological)) |
| Reasons for involvement & empowerment((All of the above)) |
| Net worth is the value of the assets plus the value of the liabilities as recorded in the books of accounts.((FALSE)) |
| Asset is something which the organization owns and which has a market value.((TRUE)) |
| Psychological contract represents the mutual beliefs, perceptions, and informal obligations between an employer and an employee((TRUE)) |
| AIUAPR model includes: Awareness, Interest, Understanding, Attitude, Purchase, Repeat purchase.((TRUE)) |
| Mentoring is a powerful personal development and empowerment tool, it is a helpful relationship based upon mutual trust and respect.((TRUE)) |
| Branding is very important for a business, because:((It goes beyond a logo or graphic element, it increases the value of the company and makes acquiring new customers easier)) |
| Physiological needs are those things that are required to sustain biological life: food, water, air, shelter, clothing, and sex.((TRUE)) |
| The aim of the selection interview is to ascertain whether the candidate is interested in the job and competent to do it((TRUE)) |
| Performance appraisal is a method by which the job performance of competitor is evaluated.((FALSE)) |
| Liability is a debt that the organization owes to another person or organization.((TRUE)) |
| Employee empowerment is a strategy and philosophy that enables top management to make decisions about their jobs.((FALSE)) |
| The following are the different types of costs:((Fixed, variable, direct, indirect)) |
| Human resources are concerned with all management decisions and actions that affect the relationship between an organization and its members.((TRUE)) |
| The formula of the break-even point is the following:((Fixed costs / contribution per unit sold)) |
| Internal staffing and promotion decisions are part of HR duties.((TRUE)) |
| When a product starts to shrink due to market saturation and because the customers are switching to a different type of product, the product has then reached the:((Decline stage of its life-cycle)) |
| Pricing must consider : (( All of the above )) |
| it is very important for the company to analyze the competition exerted on it by different actors. for this, the company uses: (( Porter's five forces model )) |
| Diversification is one of the four alternative growth strategies in the Ansoff Matrix. A diversification strategy achieves growth by developing new products for completely new markets. (( TRUE )) |
| Performance appraisal are a part of career development and consist of regular reviews of employee performance with in organization (( TRUE )) |
| internal staffing and promotion decisions are part of HR duties (( TRUE )) |
| The product life cycle stages are 4 clearly defined phases, each with its own characteristics. Stages include: introduction, growth, maturity and decline. (( TRUE )) |
| The psychological contract represents the mutual beliefs, perceptions, and informal obligations between an employer and an employee. (( TRUE )) |
| One of the limits to assertiveness is that it cannot be used for companies working oversees or across countries, only in local companies. ((False)) |
| A class with 70 students, 40 students got B in the final exam, what percentage of the students who got B? ((57.14%)) |
| It refers to intangible qualities or features. ((Qualitative data)) |
| Interviews are considered a way to gather information about an issue or a problem without intervention. ((False)) |
| One way to avoid plagiarism is to recognize the work, effort and words of others through proper citation in your assignment. ((True)) |
| It is a data that you, or the investigator, have collected and which did not exist before. ((Primary data)) |
| It is time consuming and it can be potentially intrusive and ethically problematic, these are considered disadvantages for which investigating tool: ((Observing.)) |
| A multiple cause diagram shows the opposing pressures (or forces) that are bearing on a situation. ((False)) |
| Graphs, charts, tables, and diagrams are like pictures. They are useful for expressing information clearly and simply. ((True)) |
| A line graph is a method of showing a relationship between two variables, such as the output of an organization and the associated costs. ((True)) |
| Mentoring is a time-honored practice in which a relatively inexperienced person is helped by a more experienced one who provides at least some of the following EXCEPT: ((Direct supervision)) |
| Consider the following set of numbers: "7,21,36,17,8,30,15,12,1,21,32,28". The Mode is: ((21)) |
| An input-output diagram shows the inputs to a system or to an operation and the outputs from it. ((True)) |
| Acquiring information from a market research company about customers’ reaction toward price increase for complementary products related to our product currently is considered a primary data for our research. ((False)) |
| It describes measurable or countable features of whatever has been investigated. ((Quantitative data)) |
| Active listening can be a useful tool in peer relationships and/or mentoring inexperienced employees. ((True)) |
| Last month's sales of product Y were $10,000. This month's sales were $9,000. What is the increase or decrease in percentage? ((10%)) |
| Generally, an event or outcome will have more than one cause. A multiple-cause diagram will enable you to show the causes and the ways in which they are connected. ((True)) |
| Consider the following set of numbers: "7,21,1,36,17,8,30,15,12,2,1,21,35,28, 23, 40". The Median is: ((19)) |
| In negotiation, sometimes you have a choice of doing nothing to the other party, but change your own reaction and behaviour. ((True)) |
| They are generally face-to-face encounters between two or more people for the purpose of asking questions about satisfaction with products or services, establishing views, or suitability for employment. ((Interviews.)) |
| They are time consuming and costly to analyze, difficult to analyze without some bias, and it can be hard to get honest answers, these are considered disadvantages for which investigating tool: ((Interviews)) |
| If we have a sample of 30 customers of the whole population of our 100 customers, the information and result from the sample represents the sample customers and also all of our customers. ((True)) |
| Last month's sales of product X were $1,450,000. This month's sales were $1,700,000. What is the increase or decrease in percentage? ((17.24%)) |
| Top management should consider only either mentoring or peer relationship when considering and fostering employee learning and advancement. ((False)) |
| It can be the only way to see things as they are. This is considered advantage for which investigating tool: ((Observations.)) |
| It is a technique in which a sample of the population is asked questions about the issues the investigator is interested in. ((Surveys and questionnaires.)) |
| A bar chart is a way of presenting proportional data in the form of a circle-the pie. ((False)) |
| When it is difficult to evaluate the information, you gathered in peruse for market research and whether it is useful and suitable to your firm's situation, this is considered a disadvantage for which investigating tool: ((Observing)) |
| Last month's sales of product X were $6,000. This month's sales were $4,000. What is the increase or decrease in percentage? ((33.33%)) |
| A system map shows the boundary of the system and the different subsystems inside the boundary. ((True)) |
| 60% of the meat is fat means? ((6/10)) |
| The data that is already exist. ((Secondary data)) |
| B123 class with 32 students, 20 students are working, what percentage of the working group is this? ((62.5%)) |
| Last month's sales of product X were $1,600,000. This month's sales were $1,850,000. What is the increase or decrease in percentage? ((15.62%)) |
| A system map does have arrows showing relationships or influences between the subsystems. ((False)) |
| A class with 50 students, 30 students are females, what percentage of the females in this class? ((60%)) |
| A pie chart is a way of presenting data. It is designed to show frequency distribution for example, the number of staff in each of the categories in an organization. ((False)) |
| What is 5% of $ 500,000? ((25,000)) |
| It is a way of collecting information without any form of intervention or manipulation. ((Observations.)) |
| What is 10% of $ 100,000? ((10,000)) |
| Consider the following set of numbers: “7,21,36,17,8,30,15,12,1,21,32,28”. The Mode is: ((21)) |
| What is 10% of $100,000? ((10,000)) |
| When it is difficult to evaluate the information, you gathered in peruse for market research and whether it is useful and suitable to your firm’s situation, this is considered a disadvantage for which investigating tool: ((Observing)) |
| Consider the following set of numbers: “7,21,1,36,17,8,30,15,12,2,1,21,35,28, 23, 40”. The Median is: ((19)) |
