Management chapters 1-15

_______ refers to a system of task and authority relationships that controls how employees use resources to achieve a company's goals.

Organizational structure

What is true regarding measuring actual performance?

Outputs are generally easier to measure than behaviors because they are more tangible and objective.

What characteristic of perception explains why two different managers in a diverse environment may view an employee's potential very differently?

Perceptions are subjective and lead to different interpretations.

_______ decisions are routine and based on rules and guidelines.

Programmed

A management team considers the organization's strengths and weaknesses as well as opportunities and threats in its current marketplace. The team is performing a _______ analysis.

SWOT

_______ is an approach that creates teams of expert change agents known as "green belts and black belts" to take control of problem finding, problem solving, and training other employees in implementing solutions.

Six Sigma

_______ diversity requires that managers be sensitive and responsive to the needs and concerns of individuals who might not be as well off as others.

Socioeconomic

_______ refers to increases in performance that result when individuals and departments coordinate their actions.

Synergy

What benefits does the global environment offer organizations?

The global environment provides organizations with opportunities to increase efficiency and effectiveness.

_______ is a technique that focuses all functions within an organization on improving the design, features, reliability, and after-sales support of products.

Total quality management

To achieve _______, managers must find a way to lower costs and/or increase differentiation.

a competitive advantage

Administrative management is the study of how to

create an organizational structure that leads to high efficiency and effectiveness.

A company can act ethically toward employees and meet their expectations by

creating an occupational structure that fairly and equitably rewards organization members for their contributions.

One way to improve productivity is by _______, which gives employees the range of skills they need to perform different tasks.

cross-training

When organizational members are not strongly committed to a shared system of values, beliefs, and routines, organizational _______ is/are weak.

culture

Employees at Pinnacle share the belief that every product defect is the responsibility of the entire organization to resolve, regardless of which team may have caused the defect. This shared belief is an aspect of Pinnacle's organizational

culture.

Dell works hard and always meets his sales quotas so that he never misses a volume bonus and is consistently recognized as a top salesperson. Dell is _______ motivated.

extrinsically

Corey, a project manager, is responsible for tracking project issues. Each week, he provides details regarding the effectiveness of solutions and what experiences could be used to guide improved issue resolution in the future. Corey's reporting is an example of the _______ step of the decision-making process.

feedback

Bill's company's CEO recently held a companywide meeting where he shared specific diversity goals and expectations for how individuals should support his goals. The CEO was performing a(n) _______ role in managing diversity.

figurehead

Mary Parker Follett's primary criticism of Taylor's system of scientific management was that Taylor

was ignoring the human side of the organization and did not allow workers to exercise initiative and contribute to the organization.

When assembling a group, what should a manager do regarding resources?

Assign only the level of resource necessary to achieve goals and allow work to be effectively split across members.

_______ refers to a formal system of organization and administration designed to ensure efficiency and effectiveness.

Bureaucracy

Standard Power is a new company in the electrical industry, and with the company's success, it is building a strong reputation. What impact will this company most likely have on the other companies in the electrical industry?

Competition will increase and prices and profits will decrease.

_______ is the process by which managers monitor and regulate the efficiency and effectiveness of workers in performing activities necessary to achieve organizational goals.

Controlling

_______ helps managers maintain their enthusiasm and confidence and energize employees to help the organization attain its goals.

Emotional intelligence

_______ are intense and relatively short-lived feelings.

Emotions

Which act requires that men and women be paid the same if they are performing the same work?

Equal Pay Act

_______ are the moral principles and beliefs about what is the right or appropriate way to behave.

Ethics

_______ refers to a grouping of people based on some shared characteristic such as national origin, language, or culture.

Ethnicity

_______ is the process by which a person exerts influence over others and inspires, motivates, and directs their activities.

Leadership

_______ is a contemporary approach to management that focuses on the use of rigorous quantitative techniques to assist managers to make the best use of organizational resources to produce goods and services.

Management science theory

_______ are those organization members who establish and implement procedures and processes to ensure smooth functioning and are accountable for goal accomplishment.

Managers

_______ have the right to expect a good return or reward by investing their human capital to improve a company's performance.

Managers

The most widely used personality instrument is the

Myers-Briggs Type Indicator

_______ is the set of values and the norms of behavior which are approved or sanctioned by a particular society.

National culture

_______ is the tendency to experience negative emotions and moods.

Negative affectivity

In what way do moods differ from emotions?

Unlike moods, emotions are relatively short-lived.

_______ management is the development of a set of functional-level strategies that support a company's business-level strategy and strengthen its competitive advantage.

Value chain

Yana worked hard, but she knew she would never obtain an upper-level position in her company because all managers were males. Yana was experiencing

a glass ceiling.

Jalen always strives to make optimum choices from the known alternatives but accepts that he will never have access to all available information and therefore must strive for the most satisfactory decisions. This realization is consistent with the _______ of decision making.

administrative model

The lowering of barriers of distance and culture affecting global organizations has been caused in part by the

advancements of communication and transportation technology.

Henri Fayol believed that in order to increase the efficiency of the management process, it is essential that

all organizational members are treated with justice and respect.

According to Taylor, the production process becomes more efficient with

an increase in division of labor through specialization.

Fayol recommended the use of _______ to show the position and duties of each employee and to indicate which positions an employee might move to or be promoted to in the future.

an organizational chart

To effectively implement total quality management, managers should

ask employees for suggestions about improvements.

A functional-level plan establishes the goals that the managers of each function will pursue to help the division attain its _______ goals, which then allow achievement of _______ goals.

business-level; corporate-level

Pinnacle Financial Services managers meet annually to create a list of potential future complications and plan how to respond to each possibility. Pinnacle is practicing _______ planning.

contingency

Rentals Plus recently implemented a customer relationship management (CRM) system that tracks wait times and end-of-call evaluations for customer service representatives. This is an example of a control that helps manage

customer responsiveness.

Over many years, Speedy Delivery has built a strong reputation and a loyal client base by ensuring all delivery issues are quickly resolved to the satisfaction of both senders and receivers. This is an example of an effective _______ function.

customer service

The _______ stakeholder group is often considered to be the most critical.

customers

What factor played an important role in speeding up globalization?

declining barriers to trade and investment that eased the flow of capital throughout the world

Planning in an organization involves

developing strategies for how to achieve high performance.

What is the definition of diversity?

differences among people due to age, gender, race, ethnicity, religion, sexual orientation, socioeconomic background, or other characteristics

Because Nadia wants to decrease the costs of her business, she uses _______ by choosing to buy inputs in bulk and manufacture products in large quantities.

economies of scale

A control process begins with

establishing performance standards.

Eleanor has witnessed her manager harassing a coworker on multiple occasions. Eleanor knows that she should report the incidents to a superior manager, but she is hesitant to report the inappropriate behavior because she thinks she could lose her job. This example illustrates a(n)

ethical dilemma.

The management team of an automobile company's luxury division decides to release a new model a month ahead of the planned date and notifies all departments associated with the division. The departmental managers must alter their _______ plans to accommodate the earlier release.

functional-level

Alba is concerned that a proposed alternative may have unforeseen effects elsewhere in the organization. She suggests more time be spent evaluating the consequences, but everyone else on the team rallies behind the lead manager to quickly finalize the decision. Alba's team is experiencing

groupthink.

Rosa is assigned new projects to be completed each week. She determines how best to approach each one, only consulting with her manager for project clarification or assistance with road blocks. Rosa's job demonstrates

high autonomy.

There is constant, fierce competition between telecommunication companies due to the continuous advances in mobile technology and a wide range of customer tastes. This is called

hypercompetition.

In the classical model of decision making, managers

identify and evaluate all possible alternatives before choosing a course of action.

First-line managers usually are

in all departments or functions of an organization.

Title VII of the Civil Rights Act prohibits discrimination

in employment decisions on the basis of race, religion, sex, color, or national origin.

Organizational performance is most likely to

increase with an increase in efficiency and effectiveness.

A manager who encourages risk taking and creativity would most likely be in a(n) _______ organizational culture.

innovative

The MBTI measures a person's preference for

introversion versus extraversion.

Managers must rely on their _______ to make the best decision when faced with uncertainty and ambiguity.

intuition and judgment

Legitimate power

is heavily influenced by personal leadership style.

Managers will generally know their human resource needs and the jobs to be filled after completing a(n)

job analysis.

Vijay, who works in the marketing department, meets monthly with a colleague from the research department to ensure marketing stays apprised of any potential new technologies. Vijay is performing a(n) _______ role.

liaison

Brand _______ refers to customers' preference for the products of organizations currently in the task environment.

loyalty

A company wants to promote a new line of tools as easy to use and more adaptable than competitors' products. Which value chain function would the company use to develop customer perceptions of the utility of the new tools?

marketing

The COO at Stevens Distribution asks the top managers to redesign their organization to reduce the number of managers. This will help

minimize the chain of command.

Tax reform legislation signed into law by President Trump in late 2017 included a new 21% excise tax on _______ for salaries over $1 million.

nonprofit employers

A hurricane was approaching Miami, and although there was no evacuation order, the president of a local company decided to close the business and send his employees home. This is an example of a(n) _______ decision.

nonprogrammed

When forecasting human resource needs is difficult and fluctuations are expected over time, managers may choose to

outsource some human resource needs.

Apple contracts with companies in Taiwan to make inputs such as the chips, batteries, and LCD displays that power its digital devices at lower costs. This strategy is an example of global

outsourcing.

The _______ component of an HRM system serves a developmental purpose by providing employees valuable information about their strengths and weaknesses.

performance appraisal and feedback

Although it was not explicitly noted in the employee handbook, Jennie was told at the start of her internship that employees are expected to dress in business casual attire each day. This dress code is a _______ of the organization.

policy

Max Weber developed the

principles of bureaucracy.

The utilitarian rule states that an ethical decision is one that

produces the greatest good for the greatest number of people.

A restaurant manager routinely measures the number of customer complaints and how often customers leave negative reviews on its social media page. These controls help the restaurant improve its

quality.

To identify top candidates for positions within his design firm, Alonzo networks with engineering professors and hosts informational sessions on campuses across the country. Alonzo is performing

recruitment and selection.

One result of effectively managing diversity is the

reduction in employee turnover rates.

Javier recently joined a team of scientists who work together in a shared lab environment. All team members have the expertise and experience needed to develop next generation pharmaceutical products. Javier is part of a(n)

research and development team.

When deciding on schedules, the construction manager takes into account probabilities related to delays in materials or the potential for bad weather that could impact progress. The manager is accounting for

risk.

Frederick W. Taylor is best known for defining the techniques of

scientific management.

People with an internal locus of control

see their own actions and behaviors as being major and decisive determinants of important outcomes.

What type of leaders share power with followers and strive to ensure that the well-being of others is enhanced?

servant leaders

Jose is an employee of Carling company. Based only on this information, you know he must be a(n)

stakeholder.

Within 30 days of receiving a gift valued over $50 from a client, sales representatives in the company are required to submit a written disclosure. This is an example of a

standard operating procedure.

Organizational commitment leads to

strong organizational culture.

Organizational _______ is/are the formal system of task and job reporting relationships that determine(s) how employees use resources to achieve organizational goals.

structure

The goal of Six Sigma is to improve a company's quality to only three defects per million by

systematically altering the way all processes involved in value chain activities are performed.

Max, a top-rated manager, is intrinsically motivated. He is likely motivated by

the day-to-day reward he feels by performing his role well and achieving organizational goals.

In comparing the characteristics of teams and groups, it can be said that

the intensity with which members work together is always higher in a team than in a group.

A large pharmaceutical company decides to reduce the price of a medication to encourage physicians to continue prescribing it as generic brands have entered the market. According to the five forces model, which competitive force is the company addressing?

threat of substitute products

A company's annual budget has a(n) _______ of one year.

time horizon

Managers at Skye Enterprises assign each new recruit an experienced employee to serve as an on-the-job advisor. This is an example of the _______ component of an HRM system.

training and development

Norms are

unwritten codes of conduct considered important by most members of a group.