Management Test 2

If you were giving advice to a manager who wanted to use a just-in-time inventory management method, what would you say? a. "Be sure to hold a lot of inventory in case you unexpectedly run out." b. "You will need to increase your warehouse and storage space." c. "Be prepared to find emergency supply sources." d. "Determine how much you need, then add a little extra just to be safe." e. None of these.

"Be prepared to find emergency supply sources"

Which of the following best represents the view of political behavior in organizations that is most commonly held by individuals? a. "It is good for organizations because it makes them tougher competitors." b. "It can be good or bad for organizations, depending on the manager's intentions." c. "It's bad for organizations but necessary for managers to get ahead." d. "It's bad for the people who engage in it but has good outcomes for organizations." e. None of these.

"It's bad for organizations but necessary for managers to get ahead"

Which of the following best represents an objective and unbiased view of political behavior in organizations? a. "It's bad for organizations but necessary for managers to get ahead." b. "It's bad for the people who engage in it but has good outcomes for organizations." c. "It is good for organizations because it makes them tougher competitors." d. "It can be good or bad for organizations, depending on the manager's intentions." e. None of these.

"it can be good or bad for organizations, depending on the manager's intentions"

When an organization produces 100 units of output for 10 hours of direct labor, what is its labor productivity index? a. 0.1 b. 10 c. 1000 d. 100 e. None of these.

10

The International Organization for Standardization requires firms to document the impact of operations on the environment. The standards are called ISO a. 9000. b. 2000. c. 9000: 2000. d. 14000. e. None of these.

9000: 2000

Which of the following includes nonverbal communication?

A Skype video conference

Which of the following would be likely to include all forms of organizational communication?

A daily staff meeting

Which of the following is NOT an example of an individual who is leading? a. A person identifying detailed steps b. A person delegating authority c. A friend convincing you to accept a date d. A person planning detailed evaluations e. A person establishing timetables

A friend convincing you to a accept a date

In the Marine Corps subordinates want tough, effective training that they know will someday save their lives. If you apply the Michigan studies in this case, the subordinates want a. initiating-structure. b. consideration. c. concern for production. d. concern for people. e. a job-centered leader.

A job-centered leader

At a regional manufacturing facility the quality control people sample 15 percent of the finished products to check for adherence to more than 12 quality standards. This is an example of a. acceptance sampling. b. outsourcing. c. in-process sampling. d. ISO 9000. e. None of these.

Acceptance sampling

At a regional manufacturing facility, the quality control people sample 10 percent of the finished products to check for adherence to quality standards. This is an example of a. benchmarking. b. acceptance sampling. c. in-process sampling. d. conformance sampling. e. None of these.

Acceptance sampling

Bonnie is taking a trip to Hawaii. She made her reservations online and is using self check-in at the airport. This is an example of a. advancement in service technology. b. advancement in manufacturing technology. c. computer-aided manufacturing. d. computer aided design. e. computer-assisted technology.

Advancement in service technology

Dominoes tossed out its old pizza recipe and openly mocked itself in advertisements, admitting that the old formula tasted like cardboard. Which dimension of quality was Dominoes attempting to change? a. Aesthetics b. Features c. Reliability d. Serviceability e. Perceived quality

Aesthetics

Susan ordered printer ink from Dell. Two of the four items were defective. Susan says she does not like Dell. Her ____ component of an attitude reflects her feelings and emotions she has toward something. a. affective b. intentional c. affirmative d. cognitive e. dissonance

Affective

According to the text, the major problem associated with total factor productivity is that a. the data are too hard to obtain. b. all ingredients must be expressed in the same terms. c. it clearly tells the manager what to do to correct a problem. d. it is not compatible with standard accounting procedures. e. it is nothing more than a cost-benefit analysis.

All ingredients must be expressed in the same terms

Leadership is a. a process. b. a property. c. using influence to shape behavior without using force. d. a set of characteristics found in people who are leaders. e. all of these.

All of these

Managers and leaders differ in a. how they create an agenda. b. how they achieve the agenda. c. how they execute the agenda. d. the type of outcomes they achieve. e. all of these.

All of these

Strategic leaders a. understand the organization. b. understand the organization's environment. c. recognize the organization's current alignment with the environment. d. work to improve the organization's current alignment with the environment. e. All of these.

All of these

When CEOs fail in ethical leadership, which of the following are frequently involved? a. Stonewalling b. Lying c. Blaming d. Counter-suing e. All of these.

All of these

When considering making a capacity decision, which of the following will be important information to have? a. Market demand for the product b. Current capacity c. Funds available for expansion d. All of these e. Only "market demand for the product" and "current capacity."

All of these

Which of the following are role episodes through which the roles of the group generally evolve? a. The sent role b. The perceived role c. The enacted role d. All of these. e. Only "the sent role" and "the perceived role".

All of these

Which of the following factors contributes to norm conformity in a group? a. Individual traits b. Situational factors c. Factors associated with the group d. The initial stimulus that prompts behavior e. All of these.

All of these

Which of the following is a common reason for joining a group? a. Interpersonal attraction b. Group activities c. Identification with group goals d. Instrumental benefits from membership e. All of these.

All of these

Which of the following is a factor that may neutralize or substitute for leadership? a. Routineness b. Availability of feedback c. Intrinsic satisfaction d. Formalization e. All of these.

All of these

Which of the following is a possible motive for a manager to engage in political behavior? a. To protect herself from other people b. To acquire power c. To further her own agenda d. To further goals that she feels are in the best interest of the firm e. All of these.

All of these

Which of the following is true about the impact of automation on workers? a. The development of automation has created jobs in some industries. b. The development of automation has eliminated jobs in some industries. c. Overall, there has been a net creation of jobs as a result of automation. d. All of these. e. Only "The development of automation has created jobs in some industries" and "the development of automation has eliminated jobs in some industries."

All of these

Which of the following represents major areas of conflict within organizations? a. Conflict between individuals b. Conflict between groups c. Conflict between the organization and its environment d. All of these. e. Only conflict between individuals and conflict between groups.

All of these

All of the following are basic components of a total quality management (TQM) strategy EXCEPT a. employee involvement. b. technology. c. materials. d. strategic commitment. e. All of these are basic components of a TQM strategy.

All of these are basic components of a TQM strategy

All of the following are specific factors that can be used to assess or evaluate quality EXCEPT a. reliability. b. serviceability. c. features. d. durability. e. All of these can be used to assess quality.

All of these can be used to assess quality

Traits that matter for leadership include all of the following EXCEPT a. intelligence. b. attractiveness. c. honesty. d. integrity. e. communication ability.

Attractiveness

Which of the following financial documents shows a listing of all the organization's assets and liabilities at a given point in time?

Balance sheet

A Chinese company bought wind turbines from a German company, took them apart and is attempting to make them. However the balance on the blades is so precise it has not been very successful. The Chinese company was a. benchmarking. b. conformance sampling. c. acceptance sampling. d. in-process sampling. e. None of these.

Benchmarking

Which of the following is the most common means of financial control within organizations?

Budgets

Which of the following statements does NOT describe a weakness associated with budgeting?

Budgets link planning and controlling.

One of the major tasks for movies like The Chronicles of Narnia is to create costumes for various species that reflect the mythical persona and that can be worn by humans for lengthy periods of time. ____ could be used to speed up the development process. a. Automation b. Robotics c. Mass-production assembly line d. CAD e. Flexible manufacturing systems

CAD

In contrast to Fiedler's theory, path-goal theory assumes that leaders a. have little tolerance for their least-preferred coworker. b. can change their leadership style to fit the demands of a particular situation. c. should maintain a consistent leadership style to avoid confusing subordinates. d. must find a fit between their leader styles and the situation. e. should always maintain a participative leader style.

Can change their leadership style to fit the demands of a particular situation

A hotel restaurant kitchen groups chefs according to desserts, salads, vegetables, appetizers, and entrees. Which type of layout would you expect to find in the kitchen? a. Product b. Cellular c. Specialized d. Functional e. Process

Cellular

In the Pentagon where twenty different operations are in twenty different stages of planning and execution, the layout would be ____. a. product b. cellular c. specialized d. fixed-position e. process

Cellular

The text notes that what we now call operations management was once called production management and implies that there are several reasons for the change in definition. Which of the following is NOT one of those reasons? a. The decline in manufacturing in the United States in recent years b. Changes in manufacturing processes such as the increased use of robots and other computer-based technology c. The increase in the size and importance of the service sector in the U.S. economy d. Drastic increases in foreign competition and the subsequent effects it has had on U.S. firms e. The fact that many of the tools and techniques used in manufacturing can also be used in the service sector

Changes in manufacturing processes such as the increase use of robots and other computer based technology

Which of the following is NOT a recommended method for controlling conflict? a. Changing established standards b. Making more resources available c. Maintaining superordinate goals d. Enhancing coordination e. Managing interpersonal dynamics

Changing established standards

Demonstrating personal excitement or passion about something is part of ____ leadership. a. charismatic b. entrepreneurial c. symbolic d. integrative e. participative

Charismatic

A manager who tells a subordinate that he will not recommend her for promotion unless she supports his proposal in an upcoming sales meeting is using which type of political behavior? a. Creation of an obligation b. Coercion c. Initiating structure d. Persuasion e. Inducement

Coercion

Punishment involves the use of ____ power. a. legitimate b. reward c. referent d. expert e. coercive

Coercive

Suzanne is organizing a 5K race for the Helene Cody Foundation. All the workers are volunteers. Suzanne has limited ____ power because volunteers have a tendency to quit if they do not like something. a. expert b. legitimate c. referent d. reward e. coercive

Coercive

OpenSkies flies only between Washington Dulles and Paris or Newark Liberty and Paris. It offers all- business-class service. OpenSkies is confident its customer service will exceed the standard business class experience on major carriers. Meeting the standard, or exceeding it is an example of a. features. b. conformance. c. reliability. d. durability.

Conformance

Which of the following is a conflict resolution technique that requires a reasonable degree of maturity and uses a direct approach of addressing the conflict and working together to resolve it? a. Confrontation b. Compromise c. Smoothing d. Avoidance e. Stimulating

Confrontation

Which of the following technique for resolving conflict is MOST likely to eliminate or reduce the conflict significantly and for a long period of time? a. Confrontation b. Compromise c. Smoothing d. Avoidance e. Stimulating

Confrontation

The extent to which others in the same situation behave in the same way is known as a. consistency. b. consensus. c. distinctiveness. d. stress. e. cognitive dissonance.

Consensus

What is the difference between "communication" and "effective communication"?

Consistency of meaning

In the television series Mad Men, Don Draper is responsible for the creative side of the ad agency. He tells one copy writer about a product and she submits ten ideas. Draper decides if one is good. Draperused which decision-making style? a. Consult individual b. Facilitate c. Delegate d. Participate e. Decide

Consult individual

Which barrier to communication exists when the sender is NOT considered a reliable source of information?

Credibility

As more companies become multi-national corporations, the need for ____ leadership has increased. a. substitutes for b. charismatic c. transformational d. political e. cross-cultural

Cross-cultural

Which of the following is NOT considered to be a form of personal electronic technology?

DSS

You are a banker reviewing a loan application from a local business. Which of the following ratios would you look at to get a quick measure of the business's ability to meet its long-term financial obligations?

Debt ratio

____ control is characterized by ____ rules and a(n) ____ structural arrangement.

Decentralized; informal; organic

According to Vroom's decision tree approach, what is the best measure of decision effectiveness? a. Concern for production and concern for people b. Availability of information and how structured the situation is c. The decision style used d. LPC score and situational favorableness e. Decision quality and subordinate acceptance of the decision

Decision quality and subordinate acceptance of the decision

Which of the following organizations creates form utility? a. Merrill Lynch b. Wendy's c. U.S. Postal Service d. Dell e. Continental Airlines

Dell

A bureaucratic organization will excel at which guideline for increasing speed? a. Start from scratch b. Minimize the number of approvals needed to do something c. Develop and adhere to a schedule d. Do not ignore distribution e. Integrate speed into the organization's culture

Develop and adhere to a schedule

Which of the following individual skills for improving communication is probably most important?

Developing good listening skills

David tells his people his standards, schedules work for his section, and gives his people updates on standard achievement. Based on the path-goal theory, what kind of leader behaviors is David exhibiting? a. Supportive b. Directive c. Achievement-oriented d. Participative e. Bureaucratic

Directive

Idalia works as an entry-level consultant at a management consulting firm. Partners in the firm make about 10 times more salary than do entry-level consultants. Which principle of reward systems is her employer violating?

Distribute rewards fairly throughout the organization

Which of the eight dimensions of quality refers to a measure of product life? a. Reliability b. Durability c. Serviceability d. Features e. Perceived quality

Durability

Eufronio is an executive. Each morning he gets a copy of all the major newspaper articles about his company and its competitors. The type of system he is using is a(n)

ESS

How the individual behaves in the group is the ____ role. a. sent b. perceived c. conflict d. expected e. enacted

Enacted

Rebecca showed up for a meeting, three minutes late. The meeting had already started. For the next meeting of the same group Rebecca arrived five minutes early. Her ____ role changed. a. sent b. perceived c. enacted d. expected e. conformity

Enacted

A scientist in the R&D department who is capable of making an important discovery possesses which type of power? a. Referent b. Expert c. Reward d. Coercive e. None of these.

Expert

Andrea has a PhD in organizational psychology and fifteen years consulting experience. Her primary power is a. legitimate. b. technological. c. expert. d. referent. e. coercive.

Expert

Karl is fond of saying 'remember, half the doctors you see graduated in the bottom of their class.' Karl is attempting to limit the ____ power of physicians. a. expert b. legitimate c. referent d. reward e. coercive

Expert

Which of the following factors tends to increase group cohesiveness? a. Large size b. Disagreement on goals c. Intragroup competition d. Domination by one member e. Favorable evaluation

Favorable evaluation

OpenSkies flies only between Washington Dulles and Paris or Newark Liberty and Paris. It offers all- business-class service with 12 seats that lie flat or 72 that recline 140 degrees. The reclining seats are an example of a. features. b. aesthetics. c. reliability. d. durability. e. serviceability.

Features

When classifying controls on the basis of the resources involved, we find that one class of resources is related to the control of all other resource classes as well. Which resource class overlaps all other classes?

Financial resources

When a supervisor inspects facilities each morning at 9:00 am, what schedule of reinforcement is she using?

Fixed interval

Which of the following reinforcement schedules offers a worker the least incentive to do good work?

Fixed- interval

When Chandra's delivery drivers are experiencing a great deal of interpersonal conflict, Chandra reminds them that their cooperation with each other is necessary for the continuing profitability of the firm, and therefore, for their job security. Chandra is controlling conflict by a. expanding the resource base. b. using an appropriate coordination technique. c. focusing attention on higher-level goals. d. matching personalities and work habits of workers. e. None of these.

Focusing attention on higher-level goals

What is the most important idea for managers to remember from equity theory?

For rewards to motivate employees, employees must perceive them as being fair.

After noticing a poster in the Student's Union building, Kunchel attends the first organizational meeting for the Korean Students' Association. This group is in which stage of its development? a. Performing b. Forming c. Norming d. Transforming e. Storming

Forming

During which stage of group development do the members begin to try out various forms of behavior in an attempt to test the water and see what will be acceptable in the group? a. Norming b. Storming c. Forming d. Performing e. Controlling

Forming

Which of the following is NOT a major form of operations control discussed in the text?

Functional

The Green Bay Packers, NFL team, is a(n) a. interest group. b. informal group. c. team. d. task group. e. functional group.

Functional group

The records department at Chelsea Community Hospital is an example of a(n) a. interest group. b. informal group. c. team. d. task group. e. functional group.

Functional group

Which of the following is a primary factor in distinguishing among different types of groups? a. Size b. Type of leader involved c. Organizational level d. Goal or purpose e. None of these.

Goal or purpose

Alejandro is raising a puppy for The Seeing Eye because he has seen what an incredible difference the dog can make in a blind person's life. He joined The Seeing Eye puppy raisers because of a. instrumental benefits. b. group activities. c. group goals. d. need satisfaction. e. interpersonal attraction.

Group goals

Which of the following is characteristic of a task group? a. Created to accomplish a wide range of purposes b. Formed by the members c. Has a stated or implied time horizon d. Can be an autonomous work group or a functional group e. Purposes may not be consistent with those of the organization

Has a stated or implied time horizon

The lowest performance results from a. low cohesiveness and high performance norms. b. high cohesiveness and high performance norms. c. high cohesiveness and low performance norms. d. low performance norms regardless of cohesiveness. e. None of these.

High cohesiveness and low performance norms

Which of the following combinations of group performance norms and cohesiveness is best from the manager's point of view? a. Low cohesiveness/low norms b. Low cohesiveness/high norms c. High cohesiveness/low norms d. High cohesiveness/high norms e. All of these.

High cohesiveness/high norms

In terms of group performance, when cohesiveness is ____ and performance norms are ____, the result should be ____ performance. a. high; high; high b. high; low; high c. low; high; low d. low; low; high e. None of these.

High; high; high

Which of the following is NOT a suggested way for managers to control conflict? a. Expanding the resource base b. Enhancing coordination of interdependence c. Setting superordinate goals d. Matching personalities and work habits of employees e. Hiring outsiders to shape up things

Hiring outsiders to shape up things

Palash believes that the more he studies the better his grade will be. Which of the following is true for Palash?

His effort-to-performance expectancy is high.

After oil prices hit record highs and the oil companies made record profits, some of the oil CEOs appeared on the Today show to explain their business to consumers. This is an example of a. creation of an obligation. b. impression management. c. initiating structure. d. persuasion.

Impression management

Donald Trump is described as an average manager, but many view him as larger than life. Trump engages in a. creation of an obligation. b. impression management. c. initiating structure. d. persuasion. e. inducement.

Impression management

Almost 20,000 UPS employees are now equipped with ring scanners⎯small electronic devices worn on their index fingers and wired to a small computer on their wrists. When a UPS employee holds a package, the ring shoots a pattern of photons on the package. Within moments, its location is updated at the UPS Web site. This use of an operations improvement allows UPS to a. improve its productivity. b. decrease fixed cost. c. decrease its dependence on its Web site. d. increase customer affective responses. e. None of these.

Improve its productivity

The earliest form of automation⎯machine-controlled devices⎯were first developed a. in the 1700s. b. in the 1800s. c. in the 1900s. d. after the year 2000. e. None of these.

In the 1700s

The type of statistical quality control that involves testing products as they are being made is known as a. total factor sampling. b. acceptance sampling. c. in-process sampling. d. conformance sampling. e. None of these.

In-process sampling

Which type of financial statement summarizes the organization's revenues and expenses over the previous year?

Income statement

Increased interdependence ____ the potential for conflict. a. decreases b. increases c. has no effect on d. has an unknown effect on e. None of these.

Increases

A law firm calculates the following ratio: an attorney's hours of work/ an attorney's number of billable hours. This is a measure of ____ productivity. a. labor b. partial c. total factor d. individual e. None of these.

Individual

Which of the following factors is NOT included in the formula for computing total factor productivity? a. Labor b. Capital c. Materials d. Energy e. Inflation

Inflation

Monica is the class clown. Monica is likely to be the a. formal leader. b. informal leader. c. task specialist. d. maintenance specialist. e. hero.

Informal leader

The behavior that is called "job-centered leader behavior" in the Michigan studies is similar to the behavior called ____ in the Ohio State studies, and ____ in the Leadership Grid. a. initiating-structure; concern for production b. consideration; concern for people c. concern for production; initiating-structure d. concern for people; consideration e. None of these.

Initiating-structure; concert for production

Eleanor has to create an invention for her fourth grade science project. She runs into the kitchen shouting "I've got it." She is experiencing which stage of the creative process? a. Preparation b. Incubation c. Insight d. Verification e. Cognitive dissonance

Insight

Eric has stayed in Boy Scouts so he can earn his Eagle Scout Award. He thinks Eagle Scout will help him get into a good college. He stayed in Boy Scouts for a. interpersonal attraction. b. group activities. c. instrumental benefits. d. group goals. e. All of these.

Instrumental benefits

Which of the following is NOT one of the constraints with which a purchasing agent must deal? a. Inventory levels and delivery dates b. Supplier reliability c. Integrating purchasing with production d. Getting the best possible discounts and terms e. The quality of what is being purchased

Integrating purchasing with productions

Hurd was CEO of Hewlett Packard, but he was fired. Oracle hired hike. HP sued to stop Oracle from hiring Hurd. This is an example of a. intergroup conflict. b. intragroup conflict. c. interpersonal conflict. d. conflict between the organization and the environment. e. interorganizational conflict.

Inter organizational conflict

Marketing wants more products faster. Operations wants more time to fill orders. These two groups are constantly in conflict with one another most likely due to a. personality conflict. b. different beliefs. c. excessive competitiveness. d. interdependencies. e. superordinate goals.

Interdependencies

A(n) ____ group is created by its own members for purposes that may or may not be relevant to organizational goals. a. functional b. task c. interest d. work team e. None of these.

Interest

Union members at Harley-Davidson have to vote on a contract that will freeze pay and cut jobs. If not approved, management says they will move the factory out of Wisconsin to another state. This is an example of a. intergroup conflict. b. intragroup conflict. c. interpersonal conflict. d. conflict between the organization and the environment. e. None of these.

Intergroup conflict

Two years after purchasing a home, Victor received a check in the mail from his attorney. An accountant had found a discrepancy. The accountant conducted a(n)

Internal audit

According to your text, strategic control is especially critical for which type of organizations?

International

72. ____ is based on disagreements between two or more individuals in an organization. a. Intergroup conflict b. Intragroup conflict c. Interpersonal conflict d. Conflict between the organization and the environment e. None of these.

Interpersonal conflict

Which type of conflict occurs when there is conflict between two or more roles? a. Intrarole b. Intersender c. Intrasender d. Interrole e. Person-role

Interrole

At the Olympics, American "dream teams" have frequently failed to win the gold medal. The teams usually have a lot of great players who are not comfortable sharing the spot light. This is an example of decreasing cohesiveness due to a. group size. b. disagreement on goals. c. intragroup competition. d. domination. e. unpleasant experiences.

Intragroup competition

When Ann is in a room full of people, she says she wants to be the draperies. She has the personality trait a. locus of control. b. conscientiousness. c. Machiavellianism. d. authoritarianism. e. introversion.

Introversion

When the United States experienced the largest blackout in U.S. history, initial TV and radio reports blamed a fire in a Con Edison building in New York City. They turned out to be wrong. This illustrates which disadvantage of oral communication?

It can be quite inaccurate

Which of the following is NOT a characteristic of a group in an organization? a. It has a specific number of people. b. Its members regularly interact. c. It is created to accomplish a goal. d. It can evolve inside the normal organization structural boundaries. e. It can evolve outside the normal organization structural boundaries.

It has a specific number of people

Which of the following statements about the grapevine is FALSE?

It is a useful way to transmit confidential information.

Which of the following is NOT an advantage of oral communication?

It is accurate

At the opposite ends of the single continuum used by the Michigan studies are the leader's ____ and ____. a. initiating-structure behavior; consideration behavior b. job-centered leader behavior; employee-centered leader behavior c. concern for production; concern for people d. task-oriented behavior; relationship-oriented behavior e. None of these.

Job-centered leader behavior; employee-centered leader behavior

At Wal-Mart, 70% of merchandise is rung up at the cash register before the company even pays for it. This is an example of a. just-in-time inventory. b. benchmarking. c. management by objective. d. quality circles. e. computer-assisted manufacturing.

Just-in-time inventory

Christine is generous and kind with such joy that it becomes contagious to others. She is a a. leader. b. manager. c. employee. d. supervisor. e. union representative.

Leader

What score does Fiedler use to determine leader style? a. Leadership grid b. Task structure c. Flexibility d. Least Preferred Coworker e. Leader position coordinator

Least Preferred Coworker

The ratios that assess the ease with which the assets of the organization can be converted into cash are

Liquidity ratios.

A supervisor's use of coercion also involves the a. use of distortion. b. use of extinction. c. use of positive reinforcement. d. loss of leadership. e. loss of persuasion.

Loss of leadership

Bernard Madoff manipulated clients and enjoyed doing it. He showed a lot of the personality trait ____. His fellow prisoners might not appreciate it now. a. self-esteem b. conformity c. Machiavellianism d. authoritarianism e. risk propensity

Machiavellianism

When Caryl feels anxiety, fear, or anger, she prays. Afterward she is more productive. This is an example of the EQ dimension a. self-awareness. b. managing emotions. c. motivating oneself. d. empathy. e. social skill.

Managing emotions

Intel produces microprocessors. Intel is in which industry? a. service b. manufacturing c. outsourcing d. ISO 9000 e. SQC

Manufacturing

Perry knows that Ndemi is a talkative person, while Dominik prefers quiet, so Perry assigns the two men to separate work areas. Perry is controlling conflict by a. expanding the resource base. b. using an appropriate coordination technique. c. focusing attention on higher-level goals. d. matching personalities and work habits of workers. e. None of these.

Matching personalities and work habits of workers

Chefs at top restaurants go to local produce farmers to get first choice vegetables and fruits. This example focuses on which component of the total quality management strategy? a. Employee involvement b. Strategic commitment c. Technology d. Materials e. Methods

Materials

The techniques chefs use to transform ingredients into meals is the TQM dimension a. employee involvement. b. strategic commitment. c. technology. d. materials. e. methods.

Methods

A decentralized organization will excel at which guideline for increasing speed? a. Start from scratch b. Minimize the number of approvals needed to do something c. Develop and adhere to a schedule d. Do not ignore distribution e. Integrate speed into the organization's culture

Minimize the number of approvals needed to do something

Many firms today are reducing the number of suppliers they use and instead are focusing on building strong relationships with just a few suppliers. What are the advantages of doing this? a. Increased use of automation b. More control over raw material delivery c. Fewer materials used in the process d. All of these. e. Only "increased use of automation" and "more control over raw material delivery"

More control over raw material delivery

A manager possesses more coercive power when the elements he or she controls are ____ punitive and ____ important to subordinates. a. less; less b. less; more c. more; more d. more; less e. None of these.

More; more

____ is the set of forces that cause people to behave in certain ways.

Motivation

Linda joined a grief support group after the death of her son. She joined because of a. group activities. b. group goals. c. need satisfaction. d. instrumental benefits. e. interpersonal attraction.

Need satisfaction

Kevin is a screen writer for television. If he goes to a meeting in anything more formal than jeans and a jacket, the other writers will ostracize him. Casual dress is part of the a. norm conformity. b. group cohesiveness. c. norm generalization. d. norm variation. e. role reversal.

Norm conformity

The stage of group development during which the members of the group begin to recognize and to accept their role in the group and to understand the roles of the other members of the group is known as the ____ stage of group development. a. conflict b. forming c. performing d. storming e. norming

Norming

Which stage of group development is characterized by the resolution of conflict and the development of roles? a. Storming b. Norming c. Performing d. Forming e. Reforming

Norming

The standards of behavior that a group accepts for its members are called a. norms. b. roles. c. rules. d. customs. e. values.

Norms

In the Marine Corps subordinates want tough effective training that they know will someday save their lives. Marines also want to be well taken care of by a supportive leader. Marine desires for tough training and supportive leaders supports the ____ model of leadership behavior. a. trait approach b. Ohio State studies c. Vroom-Yetton-Jago d. Fiedler e. Michigan studies

Ohio state studies

Product-service mix decisions address which of the following issues? a. Which products to offer b. How many different products to offer c. What quantity to produce of a product d. All of these. e. Only "which products to offer" and "how many different products to offer."

Only "which products to offer" and "how many different products to offer"

Which of the following are important elements of decentralized control?

Only group norms and employee responsibility.

Which of the following is classified as a partial productivity ratio? a. Labor productivity ratio b. Energy productivity ratio c. Total factor productivity ratio d. All of these. e. Only labor productivity ratio and energy productivity ratio

Only labor productivity ratio and energy productivity ratio

In which of the following theories can leadership behavior be focused on relationships with people and on work performance at the same time? a. Ohio State studies b. Leadership Grid c. Michigan studies d. All of these e. Only the Ohio State studies and the Leadership Grid

Only the Ohio State studies and the Leadership Grid

Postaction controls are applied to what part of a system?

Outputs

Many colleges and universities use a separate company to handle transcript requests. This is an example of a. SQC. b. TQM. c. outsourcing. d. benchmarking. e. ISO 9000.

Outsourcing

When energy productivity is measured by the number of outputs produced divided by the dollars spent on energy used to generate this amount of output, this is a measure of a. total factor productivity. b. TQM. c. partial productivity ratio. d. ISO 9000. e. None of these.

Partial productivity ratio

Which of the following leadership models is a direct extension of the expectancy theory of motivation? a. Vroom's decision tree approach b. Fiedler's contingency c. Vertical-dyad linkage d. Path-goal e. Substitutes for leadership

Path-goal

Which of the following is a situational leadership model? a. Trait approach b. Michigan studies c. Ohio State studies d. Leadership Grid e. Path-goal theory

Path-goal theory

Yakov is a Type A person. He will not exhibit much ____. a. Anxiety b. Hostility c. Compulsiveness d. Competitiveness e. Patience

Patience

The Leadership Grid shows that Paul is a 1,1 leader. Which of the following is therefore true about Paul's leadership? a. Paul has little concern for people or for work performance. b. Paul is an effective leader. c. Paul has a lot of concern for people and for work performance. d. Paul has little concern for people, but a lot of concern for work performance. e. Paul has a lot of concern for people, but a little concern for work performance.

Paul has little concern for people or for work performance

OpenSkies flies only between Washington Dulles and Paris or Newark Liberty and Paris. It offers all- business-class service. The price of its flights are half that of major airline, business class fares. The price is an example of a. features. b. aesthetics. c. reliability. d. perceived quality. e. serviceability.

Perceived quality

Individuals become aware of and interpret information about their environment through a set of processes called a. selective perception. b. perception. c. objective reality. d. stereotyping. e. perceived reality.

Perception

If you are a reporter for a newspaper, you are expected to write, edit, and proofread stories by the paper's deadline. These expectations are referred to as a. workplace behaviors. b. performance behaviors. c. withdrawal behaviors. d. job attributes. e. organizational citizenship.

Performance behaviors

The stage of group development in which the group really begins to settle down to work and focus on goal attainment is the ____ stage. a. storming b. performing c. norming d. forming e. conforming

Performing

Companies are reluctant to hire over-qualified people because their ____ will not match and the employee will likely leave after a short period. a. person-job fit b. tangibles and intangibles c. contribution-competency fit d. cognitive component e. contribution component

Person-job fit

Chad's boss expects him to work nearly full-time hours. But Chad took the part-time job because he values his time to be with his children. This is an example of ____ conflict. a. person-role b. interrole c. intrasender d. intersender e. None of these.

Person-role

Teenagers experience ____ conflict when their personal need for independence is at odds with their parents role requirements for a person living in the parent's home, supported by the parents. a. person-role b. interrole c. intrasender d. intersender e. None of these.

Person-role

Carolyn discusses and reasons with the Board of Directors until they agree to let her try her new strategic plan for a trial period. Carolyn is using a. creation of an obligation. b. persuasion. c. coercion. d. inducement. e. All of these.

Persuasion

For which of the following jobs would performance behaviors be most easily measured? a. Research scientist b. Pizza delivery driver c. Professional basketball player d. All of these would be equally easy e. President of marketing

Pizza delivery driver

While the customer service trainer is lecturing to the group, Paul is staring out the window, daydreaming. Which type of barrier to communication does this represent?

Poor listening

At Gore Associates, groups come together as needed. They may consist of people with experience in R&D, sales, and manufacturing. When the task is complete they reshuffle. They are a a. functional group. b. work team. c. problem-solving team. d. special interest group. e. quality circle.

Problem-solving team

Customers at a spa choose which treatments they want to experience. Which type of layout would you expect to find in the spa? a. Product b. Cellular c. Specialized d. Functional e. Process

Process

Chelsea Milling Company produces Jiffy baking mix, brownie mix, corn muffin mix, blueberry muffin mix, and apple muffin mix. These mixes represent the company's a. product-service mix. b. capacity mix. c. facilities layout. d. facilities location. e. human resource mix.

Product-service mix

A crystal manufacturer has found a way to improve the management of its inventory of lead, which is part of its ____ inventory. a. finished-goods b. work-in-process c. raw materials d. in-transit e. just-in-time

Raw materials

Actor Ronald Reagan became president. Actor Arnold Schwarzenegger became governor. There is a political theory that contends that with the ____ powers these men have, their election to public office was virtually guaranteed. a. referent b. reward c. legitimate d. coercive e. expert

Referent

John dresses like his supervisor, uses the same expressions, and has also taken up tennis, his boss's favorite sport. John's supervisor has ____ power. a. legitimate b. technological c. expert d. referent e. coercive

Referent

Anthony is comparing a hybrid car with a tax rebate to the standard car. This is an example of the ____ of quality. a. relative nature b. absolute nature c. conformance dimension d. price dimension e. aesthetic nature

Relative nature

OpenSkies flies only between Washington Dulles and Paris or Newark Liberty and Paris. It offers all- business-class service. It offers "Love Everything or Pay Nothing," money-back guarantee. The guarantee is an example of a. features. b. aesthetics. c. reliability. d. durability. e. serviceability

Reliability

Which of the following is NOT characteristic of the bureaucratic approach to organizational control?

Reliance on group norms

Which of the following is NOT characteristic of the bureaucratic approach to organizational control?

Reliance on group norms (same question on there twice with different answer choices)

Operations management is the set of managerial activities used by an organization to transform ____ into ____ and ____. a. outputs; resources; inputs b. services; resources; outputs c. inputs; resources; activities d. resources; products; services e. None of these.

Resources; products; services

If leaders are able to offer or withhold rewards, what type of power do they have? a. Coercive b. Reward c. Legitimate d. Expert e. Referent

Reward

Jessica, a middle manager, does what her boss tells her to do because her boss controls her salary and promotion opportunities. This type of influence is known as a. rational persuasion. b. positive reinforcement. c. referent power. d. directive leadership. e. reward power.

Reward power

50. Unmanned aircraft are increasingly sent into combat instead of pilots. This is an example of a. CAD. b. CAM. c. FMS. d. robotics. e. JIT.

Robotics

When the sent role is unclear, the result is a. intrarole conflict. b. role dynamics. c. role ambiguity. d. storming. e. interrole conflict.

Role ambiguity

Many students with learning differences experience ____ in a traditional classroom setting. a. role conflict b. role ambiguity c. role overload d. role dynamics e. Confusion

Role overload

According to Fiedler, a task is structured when it is a. routine, difficult to understand, and unambiguous. b. routine, easy to understand, and ambiguous. c. nonroutine, difficult to understand, and ambiguous. d. routine, easy to understand, and unambiguous. e. None of these.

Routine, easy to understand, and unambiguous

Angela has worked hard to encourage change in Jeffrey's performance, but he is not changing. Angela documented counseling that expresses displeasure with his work. What type of control does this action represent?

Screening

As the product being produced becomes more complex, which of the following types of operations controls would logically become more important?

Screening

Which of the following would NOT be considered noise in the communication process?

Sender and receiver asking questions

Troy gossips about coworkers. The group members give him nasty looks and confront him about not being loyal or trustworthy. This is an example of the ____ role. a. enacted b. perceived c. expected d. sent e. intrasender

Sent

55. What is the name given to the cues and messages other members of the group use to let a member know what they expect? a. Expected role b. Sent role c. Perceived role d. Enacted role e. Delivered role

Sent role

A ____ organization is one that transforms resources into an intangible output and creates time and place utility for its customers. a. manufacturing b. production c. service d. profitable e. None of these.

Service

An organization that transforms resources into an intangible output in order to create time or place utility for its customers is known as a(n) ____ company. a. outsourcing b. service c. manufacturing d. ISO 9000 e. TQM

Service

Which sector of the U.S. economy was responsible for most of the growth in new jobs during the 1990s? a. Manufacturing b. Service c. Government d. Exports e. Imports

Service

McDonald's has determined how small onion should be chopped and how much should be put on a hamburger. Which step in the control process does this represent?

Setting performance standards

____ is a technique for resolving conflict where the manager acknowledges the existence of the conflict but downplays its importance. a. Confrontation b. Compromise c. Stimulating d. Avoidance e. Smoothing

Smoothing

____ consists of a set of mathematical and/or statistical methods and procedures for measuring and adjusting quality levels. a. Benchmarking b. Total quality management c. Conformance d. Statistical quality control e. None of these.

Statistical quality control

When consultants are brought in to evaluate an organization, managers should expect conflict to be a. avoided. b. controlled. c. resolved. d. eliminated. e. stimulated.

Stimulated

The finance department was performing solidly when the vice president retired. Each of her four directors competed for the open position. The competition caused the department to temporarily shift to the ____ phase of group development. a. reforming b. performing c. storming d. norming e. forming

Storming

Omar and Eric clash repeatedly. But they worked together well enough for their team to bring a new service to market. Omar and Eric used ____ to launch a new service. a. avoidance b. compromise c. confrontation d. superordinate goals e. smoothing

Superordinate goals

____ is the process of managing operations control, resource acquisition and purchasing, and inventory to improve overall efficiency and effectiveness. a. Supply-chain management b. Resource management c. Inventory management d. Quality control e. Productivity control

Supply-chain management

Twitter is an example of a(n)

TPS

Which of the following shows the correct order, from the simplest, most basic data, to the most sophisticated and highly aggregated data?

TPS, MIS, DSS, ESS

Which of the following is a characteristic of screening controls?

Take place during the transformation process

Chocomize chocolatiers had a sudden increase in orders. They hired college interns to answer phones and emails to survive the few week of tumult. The interns were part of a(n) ____ group. a. functional b. task c. interest d. work team e. change

Task

Kamali and Maggie have to write a crisis communication plan for tainted food that has been making people sick. In Fiedler's model, this task would be described as low in a. task structure. b. leader-member relations. c. position power. d. All of these. e. None of these.

Task structure

Jayme is the team facilitator for a project. No guidelines exist for the project. Also, Jayme has had some personality clashes with some of the task force members, so leader-member relations are poor. According to Fiedler's LPC theory, what type of leadership style is appropriate in this situation? a. Task-oriented b. Relationship-oriented c. Participative d. Transformational leadership e. None of these.

Task-oriented

A group of workers that functions as a unit with little or no supervision in order to accomplish a work- related task or activity is called a(n) a. team. b. interest group. c. informal group. d. task force. e. functional unit.

Team

The set of processes and systems used by organizations to convert resources into products or services is called a. quality. b. technology. c. manufacturing. d. automation. e. None of these.

Technology

In the television series Mad Men, Don Draper is responsible for the creative side of the ad agency. He has a unique relationship with Peggy, the copy writer. She is part of his in-group. This information would be significant with ____ a. Vroom's decision tree approach. b. the path-goal theory. c. the LMX model. d. the LPC theory. e. the Leadership Grid.

The LMX model

All of the following are situational theories of leadership except a. the LPC model. b. the path-goal model. c. Vroom's decision tree approach. d. the Ohio State Studies. e. None of these are situational theories of leadership.

The Ohio State Studies

What is the basic assumption of situational approaches to leadership? a. Increasing worker job satisfaction through considerate leadership will get the best results. b. Initiating structure for employees so they know exactly what needs to be done will be most effective. c. The appropriate leader style will vary from one set of circumstances to another. d. Effective leaders can be identified by certain traits. e. Some factors make leader behavior unnecessary.

The appropriate leader style vary from one set of circumstances to another

Which of the following is NOT a task group? a. A team b. A group creating a quality initiative c. A temporary committee d. Your management class e. The marketing department at Ford

The marketing department at Ford

Which of the following is not a possible reward for a manager to use who wants to exercise effective reward power toward his or her subordinates? a. A cash bonus b. A recommendation for promotion c. An interesting job task d. A salary increase e. The same reward for everyone

The same reward for everyone

Which of the following is the role in which the group members actually communicate their expectations to a group member? a. The enacted role b. The intrasender role c. The expected role d. The sent role e. The received role

The sent role

The concept of charismatic leadership is most closely related to a. Vroom-Yetton-Jago. b. the trait approach. c. Fiedler's contingency theory. d. substitutes for leadership. e. path-goal theory.

The trait approach

A department store provides utility for customers because it makes it easy for them to purchase what they want in one place. This is an example of ____ utility. a. time b. statistical c. form d. quality e. All of these.

Time

What approach to identifying a leader are you using if you vote for a politician based on his or her communication skills, intelligence, appearance, and assertiveness? a. LPC b. Vroom's decision tree approach c. Path-goal theory d. Trait e. Fiedler's contingency

Trait

John Mackey, CEO of Whole Foods, has changed the way many Americans shop for groceries. He helped organic go mainstream. He is a ____ leader. a. directive b. participative c. transformational d. supportive e. task oriented

Transformational

When a manager leaves his or her job to accept a job at another organization, the organization left behind is experiencing a. cognitive dissonance. b. turnover. c. absenteeism. d. stereotyping. e. burnout.

Turnover

Which of the following is an example of management by wandering around?

Undercover Boss is a reality show in which CEOs perform entry level jobs incognito in their own companies.

A pet food plant has a pay-for-knowledge compensation system in which an employee's hourly wage depends on how many different jobs she or he can do. Which of the following statement describing research results about such programs is FALSE? a. They increase workforce flexibility. b. They reduce the number of employees required. c. Unions support such programs because they give the worker more voice in operations. d. They are an effective means of increasing productivity. e. The key to the success of such programs is rewards.

Unions support such programs because they give the worker more voice in operations

Which of the following countries has the highest level of total productivity? a. United States b. Japan c. France d. Germany e. Korea

United States

According to Maslow's hierarchy, when a worker satisfies his or her security needs, what will he or she do next?

Work to satisfy belongingness needs

Hyain works four, ten hour days. She has

a compressed work schedule

Effective communication would be most important for

a pilot transferring control of the aircraft.

Which of the following statements about financial audits is true?

a. They are independent appraisals. b. They may be internal or external to the organization. c. They may be used to monitor accounting, financial, and operation systems within an organization. d. They may be conducted on a continual or an intermittent basis. e. ALL OF THESE

Preliminary control can be used with ____ resources.

a. human b. financial c. physical d. information E. ALL OF THESE

According to the text, performance is basically determined by

ability, motivation, and the work environment.

Brianna has a goal of living a healthier lifestyle. She improved the foods she eats and is getting more physical activity. She has goal

acceptance

Information that provides a reliable and valid reflection of the real world is said to be

accurate

The EPA was considering two different sticker designs for auto fuel-economy. One design included a letter grade A+ to D, but it was argued that the letter grade fell short because it is imbued with memories people have of school. Others argued that it was simple and easy to understand. The argument comes down to how to get consumers information that is

accurate

Thirty-three miners in Chile were trapped underground for months. Authorities could get food and basic necessities to them and they had a video camera to communicate with people above. NASA advised the authorities to keep them busy with tasks. That was to meet their need for

achivement

Solitary confinement is especially hard on people because we all have a need for ____.

affiliation

Blogs or web logs can gather information from a group of people on a topic. For example, all those who interviewed a prospective job candidate could post their assessments on a blog and comment on each other's observations. This is an example of a(n) ____ communication network.

all channel

Where would you expect to find the following information: "ACME Insurance Company has $450 million dollars worth of assets"?

balance sheet

Which of the following programs applies the concepts of reinforcement theory?

behavior modificaiton

John Mackey, CEO of Whole Foods does not like unions in the public sector. He says the compete for the hearts and minds of employees. He doesn't want competition for the ____ needs.

belongingness, esteem, and self-actualization

International firms, which use a ____ strategic control system keep ____ decision-making power in their headquarters, while firms that use a ____ strategic control system give ____ decision-making power to each local facility.

centralized; more; decentralized; more

An executive coach at Lockheed Martin reads that 20% of the executive positions are getting reduced, she will think the information is not

complete

Businesses that use H-form or M-form organizational design may have several ____ who are responsible for helping line managers with their control functions, for coordinating the organization's overall control system, and for gathering and assimilating relevant information.

controllers

Kristen owns and operates a photography studio. A banker would want to look at her company's ____ ratios to determine if she can make interest payments on a business loan.

coverage

In comparison to verbal communication, nonverbal communication a. conveys more of the content of the message. b. conveys message content in a symbolic way. c. conveys message content indirectly. d. All of these. e. Only "conveys more of the content of the message" and "conveys message content in a symbolic way."

d. All of these

Organizational rewards can affect which of the following a. Attitudes b. Behaviors c. Motivation d. All of these. e. None of these.

d. All of these

Renu has the customer satisfaction statistics. Renu has

data that requires analyzing and organizing before they will be of value.

Which of the following would be viewed as a measure of the firm's ability to meet its long-term financial obligations?

debt ratio

Johnson & Johnson does not require its various divisions to report in frequently. It believes in letting each manager have the authority to respond quickly to environmental changes. These changes do not have to be approved by Johnson & Johnson before they are implemented. Johnson & Johnson has ____ strategic control.

decentralized

A marketer for a motion picture company is determining when to release a movie to gain maximum exposure and viewers. The marketer needs to use a(n) ____ system.

decision support

When Madeline lived in Korea she decided to cook enchiladas. The store she used had sold out of sour cream. Madeline substituted onion chip dip. Madeline's motivation to think creatively began with the store's

deficiency

All of the following are characteristics of an effective control system EXCEPT

developed and implemented by top management.

The EPA was considering two different sticker designs for auto fuel-economy. One design included a letter grade A+ to D, but it was argued that the letter grade fell short because it is imbued with memories people have of school. Others argued that it was simple and easy to understand. They have the organizational barrier

different perceptions.

Princeton Alliance Church has a goal of helping 150 more orphans in Brazil. They need to raise money, build a new facility, hire staff, reach out to children on the street and gain their trust. PAC has goal

difficulty

Telecommunication allows managers to send messages through a. electronic mail systems. b. twitter. c. voice messaging. d. smart phones. e. All of these.

e. All of these

Which of the following is a basic characteristic of an effective reward system? a. Rewards are distributed fairly. b. The reward system is multifaceted. c. The rewards satisfy employees' basic needs. d. The rewards are comparable to those offered in other organizations. e. All of these.

e. All of these

Which of the following is a medium for transmitting a message within an organization? a. A memo b. A report c. Meetings d. E-mail messages e. All of these.

e. All of these

Which of the following is method of encoding messages? a. Words b. Facial expressions c. Gestures d. Physical actions e. All of these

e. All of these

Which of the following is typical content of upward communication in organizations? a. A request b. Information c. A suggestion d. A complaint e. All of these.

e. All of these

bn a. The content of the message b. The familiarity of the sender and receiver c. The sender's personal distractions d. The message composition or makeup e. All of these.

e. All of theses

Anu is comparing the performance of her small landscaping business against the standards she established. When she has finished her comparisons, any of the following actions may be appropriate EXCEPT

eliminate the control standards

Robyn sells real estate for a large franchised organization. She likes the fact that she is allowed to set her own work goals, make decisions, and solve problems having to do with the houses that her customers are buying and selling. The real estate company for which Robyn works uses ____ to enhance employee motivation.

empowerment

Dale wants to ask for a raise, but he is struggling to select the best words and phrases. This is an example of a problem with

encoding

Boeing's information system shares quality control information with its suppliers. This is an example of a(n)

extranet.

Retained earnings are part of ____ control of an organization.

financial

A manager gives his employees a bonus every month in which they exceed their sales quota. This type of incentive pay is known as

gain sharing.

The purpose of bureaucratic control is to

get employee compliance.

Standards used in organizational control are most like

goals.

In the Ohio State studies, employees of supervisors who ranked ____ on initiating structure were ____ performers and expressed ____ levels of satisfaction. a. high; poor; low b. high; high; low c. low; high; low d. low; poor; high e. None of these.

high; high; low

In Fiedler's model, a ____ LPC score is said to reflect a ____ orientation and a ____ LPC score is said to reflect a(n) ____ orientation. a. high; relationship; low; task b. high; task; low; relationship c. low; relationship; high; task d. low; task; high; initiating-structure e. None of these.

high; relationship; low; task

Performance appraisals are part of ____ control.

human

Twanya is the school counselor responsible for scheduling. In looking at the data she notes student evaluations were periodically low for a professor. Upon further research she notes the evaluations were lowest for all Money and Banking classes⎯considered to be difficult no matter who taught the class. Her initial information was

incomplete

Public relations is part of ____ control.

information

An upper-level executive at Gucci has just received a monthly sales report. The two-page analysis indicates which urban area successfully implemented a new policy. It will be useful to show to marketing. This document is an example of

information because it has been analyzed

Sales forecasting, economic forecasting, and environmental analysis are examples of the control of

information resources

One way managers can improve the effectiveness of the control system is to

integrate control with planning.

When General Mills entered the yogurt market by buying Yoplait, it stated that it wanted to achieve sales of $50 million in five years. It was

integrating planning with control.

When the various business units of the organization compile information about themselves and make this information available to the other business units of the organization, this system is called a(n)

intranet.

When the United States experienced the largest blackout in U.S. history, papers the next morning correctly suggested a system problem west of New York that officials were still trying to identify. This illustrates which advantage of written communication?

its accuracy

Cheri and Aaron both wanted to work part-time, and they found a lawyer who was willing to split one full-time paralegal job between the two of them so that Cheri works mornings and Aaron works afternoons. This arrangement is known as

job sharing

Stephanie makes handcrafted jewelry. She knows her inventory and how long it takes her to make each piece of jewelry. She knows how many days she has to fill an order. She is making a ____ budget. a. capital expenditure

labor

A school board hired a new principal without consulting any educators. The candidate used a lot of jargon to sound impressive, but in reality he did not know much about running a school. The school board had the organizational barrier

language differences.

The ____ explicit and the ____ precise the link between planning and control, the ____ effective the control system.

less; less; less

Neal works for the state of Vermont. He perceives that his union will protect him from getting fired, but the only way he will get promoted is if the person above him retires or dies. He has

low effort-to-performance expectancy, and low performance-to-outcome expectancy.

Someone who is content with a low level job, is not confident, and focuses on extrinsic rewards has a. self-awareness. b. managing emotions. c. motivating oneself. d. empathy. e. low self-esteem.

low self-esteem

To stay current in their profession, accountants have to take a minimum number of continuing education courses annually. Accountants in the firm of Dunkirk and Wood who take additional classes are rewarded through a ____ plan.

merit pay

Information that is complete

must present all pertinent facts

Things that disrupt the communication process are called

noise

When the group's task is ____, ____ networks tend to perform better.

nonroutine; decentralized

If Disney wants to focus on the marketing strength of its theme parks, it will use ____.

operating ratios

According to the text, if you have a personal, nonroutine, or brief message to convey, the best form of interpersonal communication is probably

oral

The best form of interpersonal communication to use when you have a personal or nonroutine message to communicate is

oral

In expectancy theory, raises, promotions, stress and resentment are all ____.

outcomes

A math teacher at Princeton high school dismisses her students one at a time. It is driving the students crazy. The teacher has

overcontrol

A math teacher at Princeton high school dismisses her students one at a time. It is driving the students crazy. If the teacher encouraged ____ it could help reduce resistance to control.

participation

In the Leadership Grid, the ideal manager behavior is represented by a 9,9 "team" manager, who has high concern for both ____ and ____. a. structure; people b. people; production c. leadership; production d. finances; operations e. managers; workers

people; production

Oral communication is usually better than written communication when the message is

personal, nonroutine, and shorter.

Maintaining the optimal amount of inventory is part of ____ control.

physical

David tells a story to Patty. Patty immediately tells a story about herself without reacting to David's story. David believes Patty didn't hear him because she was preparing what she was going to say. This is an example of

poor listening skills

Stock options granted only to the top performers provide an incentive for the behavior to continue and for others to aspire to that level. This is an example of

positive reinforcement

When a subordinate has outstanding performance and his or her supervisor publicly praises it, the supervisor is using

positive reinforcement

One step in behavior modification is to determine what rewards subordinates desire most and to tie those desired rewards to desired performance. If supervisors simultaneously ignore the unwanted behavior, then the behavior modification is centered around

positive reinforcement and extinction.

St. Paul's church counts the attendance at worship services to help measure satisfaction in the congregation. This is an example of a ____ control.

postaction

T J Maxx often sells clothing that is "irregular." Separating the irregulars from the regulars is a ____ control.

postaction

Michelle was an advocate for health care reform. No matter how many statistics show the cost of health care increasing after reform, she refuses to believe them She has the individual barrier

predispositions.

A company that carefully evaluates job applicants is using ____ control.

preliminary

A(n) ____ compares different elements of a balance sheet and/or an income statement to one another.

ratio analysis

All of the following are examples of organizational barriers to effective communication EXCEPT

reluctance to communicate.

The University of Michigan develops a budget that shows its projected income from sources such as the state of Michigan, tuition and fees, alumni contributions, and research grants. This is an example of a(n) ____ budget.

revenue

Elena is a sales representative for Verizon. She gets paid a base salary plus a percentage of sales. Her pay is determined by a ____ system.

sales commission

A waitress who checks on you after you have tasted the food, but before the bill, is part of a

screening control.

Luke is only 5'3" tall. When he meets with people, he prefers to sit in chairs rather than stand. This is an example of

setting

When the group's task is ____, ____ networks tend to perform with greater efficiency.

simple; centralized

KFC used Facebook, Twitter, MySpace and the KFC website to introduce 18-25 year olds to Colonel Sanders, the founder of KFC. KFC used a(n) ____.

social media system

Undercover Boss is a reality show in which CEOs perform entry level jobs incognito in their own companies. This allows the CEOs to eliminate the organizational barrier

status or power differences.

Organizations make the decision to have a centralized or decentralized international control system when they are addressing issues of ____ control.

strategic

American Greeting Corp. reported that its "sales have been hurt by people increasingly using the Internet to communicate" and by "lower-priced competition including Hallmark's Warm Wishes line of 99-cent cards." As a result, it decided to lay off 13 percent of its full-time workforce. This need for cost-cutting measures would have been detected by its ____ system.

strategic control

During the recession, many organizations eliminated staff positions in order to decrease expenses. This is an example of ____ control.

structural

In Fiedler's model, favorable situations are those that have good leader-member relations, a(n) ____ task, and ____ leader position-power. a. unstructured; weak b. structured; strong c. unstructured; weak d. structured; strong e. None of these.

structured; strong

Although many organizations have moved away from this practice, traditionally organization budgets were developed by

the controller and top managers.

The most basic method of managing employee motivation is

the reward system

Businesses are using social media in new ways to communicate. Delta passengers can buy tickets on Delta's Facebook page. This is a change in ____ systems.

transaction-processing

Hyundai introduced Equus, it's luxury sedan with a customer service program called "your time your place," where people never go to the dealer. When maintenance is needed the dealer brings a loaner to the home and picks up the Equus. The program caters to the lifestyle of luxury buyers. Hyundai is using the organizational skill

understanding the richness of different media.

Air France experienced disruption in flights in France because of a strike to protest government plans to reform the country's pension system. The strike is an example of

upward communication.

Nicole has been working extra hours, but she is not getting paid overtime. She started a log of how she is spending those hours so she can convince her boss to pay her more or hire additional staff. She is using ____ to overcome resistance

verification procedures

Kimberly Schaefer, CEO Great Wolf Resorts, says "the people who are on the front lines everyday and interacting with the guests, those are probably the first people you should be talking to when you're trying to figure out how to do things better." She is also encouraging

vertical communication

Boeing announced it was eliminating 10% of its executive positions, and consolidating six divisions into four. This is an example of

vertical communication.

A speech to an audience uses the ____ network.

wheel

The report issued about the space shuttle Columbia disaster showed a culture at NASA that did not listen when small safety issues were raised. Each issue by itself might not have caused the disaster. However, this example illustrates

why control is necessary to reduce the accumulation of errors.

Jared called in sick so he could go golfing. This is an example of a. turnover. b. role conflict. c. absenteeism. d. verification. e. introversion.

Absenteeism

A person's ability to get along with others in an organization is known as a. locus of control. b. conscientiousness. c. Machiavellianism. d. authoritarianism. e. agreeableness.

Agreeableness

An individual's level of job satisfaction is determined by a. compensation. b. work policies. c. relationships with co-workers and supervisors. d. working conditions. e. All of these.

All of these

Chandra has been a bank manager at the same bank for 35 years. She is vital to the bank and has a high level of autonomy and variety in her work. Her organizational commitment is likely to be high due to her a. age. b. length of tenure with this bank. c. sense of job security. d. participation in decision making. e. All of these.

All of these

Research suggests that creative people have which of the following personality traits? a. Openness b. Independence c. An attraction to complexity d. Strong self-confidence e. All of these

All of these

Which of the following can be a consequence of stress? a. Sleep disturbances b. Poor performance c. Alcoholism d. Burnout e. All of these.

All of these

Which of the following statements BEST describes the general relationship between stress and performance? a. As stress increases, performance will decrease. b. As performance increases, so does stress. c. As stress increases, performance will increase for a time. d. As stress increases, job satisfaction will decrease. e. As stress increases, job satisfaction will increase up to an optimal level.

As stress increases, performance will increase for a time

The beliefs and feelings that people have about specific ideas, situations, and people are known as a. personality attributes. b. attitudes. c. perceptions. d. characteristics. e. behaviors.

Attitudes

Jill observes that relationships are very important to Christine. Christine will go out of her way to help others. Christine is late for a meeting with Jill. Jill thinks the delay is due to Christine's generous spirit. Jill used a. attribution. b. stereotyping. c. selective perception. d. perception. e. cognitive dissonance.

Attribution

The Sarbanes-Oxley Act and other laws and regulations spell out the consequences for violation of the rules. What kind of reinforcement procedure is this?

Avoidance

Consequences of organizational stress include all of the following EXCEPT a. motivation. b. boredom. c. depression. d. alcoholism. e. exhaustion.

Boredom

Jason is a writer for Time magazine. One of the things he likes best about his job is the adventure, going new places to cover stories around the world. He likes the organization inducements a. pay. b. job security. c. benefits. d. career opportunities. e. status.

Career opportunities

Amelia loves to be outside. Nature gives her energy. She is studying park and recreation management in a classroom with textbooks and lectures. She is experiencing a. job satisfaction. b. job dissatisfaction. c. organizational commitment. d. cognitive dissonance. e. positive affectivity.

Cognitive dissonance

Your employees have been "getting away" with questionable practices for the last several years, and you would now like to enforce behavior that adheres to higher standards. Which of the following is the most likely to produce effective long-term results?

Combine extinction of the undesired behavior with positive reinforcement of the desired behavior.

Travis observes that one of his employees always refuses to look him in the eye. He wonders if the employee lacks respect for him. Later, Travis sees that other employees also fail to look him in the eye. Travis decides that the employees are not disrespectful of him, but rather that he must be intimidating them. Travis makes this attribution based on a. consensus. b. consistency. c. distinctiveness. d. All of these. e. None of these.

Consensus

Nellie observes that whenever Peter calls in sick for a day it's because he is feeling resentful of one of her decisions. Nellie makes this attribution based on a. consensus. b. consistency. c. distinctiveness. d. All of these. e. Not enough information to decide.

Consistency

Which of the following perspectives on motivation concerns "what" motivates people rather than "how" they are motivated?

Content

Annika is talented, motivated, professional, and loyal. These are examples of her a. inducements. b. intangibles. c. psychological contracts. d. contributions. e. competencies.

Contributions

Celeste is able to examine phenomena that, at first, appear to be different, and see subtle similarities. To do this, Celeste is using ____ thinking. a. differentiated b. divergent c. cognitive d. creative e. convergent

Convergent

____ thinking allows people to see similarities between situations or events. a. Differentiated b. Divergent c. Cognitive d. Creative e. Convergent

Convergent

Raakel has a learning difference. During her school years she developed remarkable determination, persistence, and character. Now she is a good employee and leader because of her individual contribution a. effort. b. ability. c. loyalty. d. skills. e. competencies.

Effort

Tonio can read body language especially well. He has the EQ dimension a. self-esteem. b. empathy. c. Machiavellianism. d. authoritarianism. e. risk propensity.

Empathy

Which of the following motivational theories is based on the idea that employees compare the treatment they receive relative to others' treatment in order to determine if they are being treated fairly?

Equity

Claudia is trying to develop a communications plan for a new plant opening. She puts in many hours of overtime and eventually gives up and goes home without finishing the project. She is experiencing which response to stress? a. Alarm b. Resistance c. Exhaustion d. Cognitive dissonance e. None of these.

Exhaustion

A basketball coach has been told that she will get a $50, 000 bonus if her team wins the NCAA championship. She has also been informed that she will be fired if she does not get her team into the 64-team championship tournament. Which motivation theory is her university's athletic director most likely using?

Expectancy Theory

If a credit-card company that hires telemarketers to call prospective customers to try to sell them on a new credit card gives these telemarketers a $2.00 bonus for every fourth application the company receives from their phone solicitation, this is an example of which type of reinforcement schedule?

Fixed-ratio

Will prefers to be alone, likes the big picture, makes gut decisions, and completes work before moving on to the next project. His traits illustrate the ____ dimensions of the Myers-Briggs Type Indicator. a. extrovert intuitive thinking judge b. extrovert intuitive feeling judge c. introvert intuitive feeling judge d. introvert sensing thinking judge e. introvert sensing feeling perceiver

Introvert Intuitive Feeling Judge

Theresa gets her energy from solitude, prefers detail-oriented concrete projects, uses logical reasoning, and enjoys seeing a finished product. Her traits illustrate the ____ dimensions of the Myers-Briggs Type Indicator. a. extrovert intuitive thinking judge b. extrovert intuitive feeling judge c. introvert intuitive feeling judge d. introvert sensing thinking judge e. introvert sensing feeling perceiver

Introvert Sensing Thinking Judge

The relationship between stress and performance a. is such that there can be too much stress or too little stress. b. tends to be similar to a learning curve. c. is negative. d. is positive. e. has yet to be researched properly.

Is such that there can be too much stress or too little stress

In the Myers-Briggs framework, someone who likes task identity is labeled ____, which is not a particularly accurate term. a. intuition b. sensing c. thinking d. feeling e. judging

Judging

Which of the following motivational strategies is used to provide more autonomy and self-direction to workers?

Only empowerment and participation.

A person's range of interests is captured in the personality trait of a. self-efficacy. b. openness. c. self-monitoring. d. risk propensity. e. dogmatism.

Openness

Jamie is constantly looking things up on Google. He is very curious and always learning. He has the personality trait a. high risk propensity. b. openness. c. an internal locus of control. d. an external locus of control. e. a high level of competency.

Openness

Individual behavior that makes a positive overall contribution to an organization is called a. performance behavior. b. positive inducement. c. motivational behavior. d. organizational citizenship. e. perceptive contribution.

Organizational citizenship

Howard Schultz, the CEO of Starbucks, hires managers by looking for two qualities⎯integrity and passion. According to Schultz, these qualities are as important as experience and abilities because he wants people to become passionate about helping the company succeed while maintaining high ethical standards that promote the organization's responsibility to society. In other words, Schultz values a. organizational commitment. b. job satisfaction. c. selective perception. d. an external locus of control. e. high authoritarianism.

Organizational commitment

____ is the relatively stable set of psychological and behavioral attributes that distinguish one person from another. a. Behavior b. Perception c. Attribution d. Personality e. Motivation

Personality

For a summer job, Dan picked fruit and vegetables. He was very bored, hot, and tired. He experienced stress caused by a. task demands. b. physical demands. c. role demands. d. interpersonal demands. e. all of these.

Physical demands

Lucy's work is above average as far as quality and quantity of production goes; however, she refuses to do anything beyond the strict performance of her required job tasks. This is an example of a. cognitive dissonance. b. a Type B personality. c. poor organizational citizenship. d. burnout. e. a person with an external locus of control.

Poor organizational citizenship

Tom is taking art classes because he thinks they will help him be more creative at work. He is experiencing which stage of the creative process? a. Insight b. Incubation c. Preparation d. Verification e. Cognitive dissonance

Preparation

Ingrid is excited about her new job. She thinks it will be exciting, fulfilling, rewarding, and allow her the standard of living she is looking for. She has made a(n) ____ with her new employer. a. inducement b. psychological contract c. contribution d. contributory expectation e. mental "picture"

Psychological contract

Juggu loves to study history. He is especially interested in bold leaders like Alexander the Great, who took daring action. Juggu admires the personality trait of high a. self-esteem b. conformity c. Machiavellianism d. authoritarianism e. risk propensity

Risk propensity

Lee admires her CEO. Recently some top executives were accused of offering bribes in other countries. Lee believes there is no way the CEO knew about it. She is using a. selective perception. b. perception. c. objective reality. d. stereotyping. e. perceived reality.

Selective perception

Officers in the US military have no control over employee pay. It is all based on time of service and rank. The military uses medals and ribbons to acknowledge excellence. The medals are an example of the inducement a. pay. b. job security. c. benefits. d. career opportunities. e. status.

Status

Herald thinks his new coworker from China will be book smart but have no creativity or street smarts. He is using a. stereotyping. b. conscientiousness. c. extraversion. d. introversion. e. authoritarianism.

Stereotyping

When a crisis occurs, communication directors are called on to answer questions with incomplete information, quickly, with long term consequences for the image of the company. The directors experience stress caused by a. task demands. b. physical demands. c. role demands. d. interpersonal demands. e. all of these choices

Task demands

Rhoda is relaxed and not very competitive or driven to hard work. She is exhibiting a. Type A behavior. b. burnout. c. dogmatic characteristics. d. Type B behavior. e. cognitive dissonance.

Type B behavior

A supervisor is required to inspect plant facilities to determine that they are safe, clean, and functional. She often goes out on the floor two or three times a day; other days she does not go out at all. What reinforcement schedule is she using?

Variable- interval

If you want to maintain an employees behavior of high level with minium fluctuations in the level of the behavior, which of the following schedules of reinforcement would be most successful?

Variable- ratio

Eleanor's invention is judged during the science fair. This is part of the ____ stage of the creative process. a. preparation b. verification c. insight d. incubation e. cognitive dissonance

Verification

____ is the pattern of action by organization members that directly or indirectly influences organizational effectiveness. a. Workplace behavior b. Workplace action c. Organizational behavior d. Performance behavior e. Withdrawal behavior

Workplace behavior

If, as a supervisor, you have no control over the pay raises, promotions, and rewards, what method(s) of reinforcement are you able to use?

a. Avoidance b. Extinction c. Positive reinforcement d. Punishment E. ALL OF THESE

Therese has a learning disability. There is no doubt she works harder to earn a B than every other student. ____ theory would suggest she will rationalize that she is gaining a better work ethic than others and it will pay off later in life

equity

Which of the following is a process theory of motivation?

equity theory

According to Maslow, the need that people have for respect and recognition is the need for

esteem

Oscar likes to pass along gossip about coworkers to his supervisor, but his supervisor ignores his comments and keeps talking about work-related issues. His supervisor is using ____ to weaken Oscar's behavior.

extinciton

A manager who provides reinforcement on a periodic basis, regardless of performance, is using a ____ schedule.

fixed- interval

A manager who provides reinforcement on the basis of a particular number of behaviors, rather than on the basis of time is using a(n) ____ schedule

fixed-ratio

Howard Schultz, the CEO of Starbucks, hires managers by looking for two qualities⎯integrity and passion. According to Schultz, these qualities are as important as experience and abilities because he wants people to become passionate about helping the company succeed while maintaining high ethical standards that promote the organization's responsibility to society. In other words, Schultz wants people with integrity that have

motivation

Which of the following factors would not be included in Maslow's physiological needs category?

safety

According to the motivation framework presented in your text, after a worker notices an unfilled need, the next step is

searching for ways to satisfy the need.

According to Maslow, the need to have a safe physical and emotional environment is a(n) ____ need.

security

Lori's work environment is not healthy. Coworkers are back stabbers and selfish. The boss is having an affair with a subordinate. Lori's ____ needs are not getting met.

security

OSHA attempts to ensure worker's ____ needs are met.

security

The Japanese used to have lifetime employment with one company. But in the 90s the Japanese economy experienced serious setbacks and Japanese workers were forced to address ____ needs previously almost guaranteed.

security

At work anybody can be good doing the tasks they like, but to be great they have to be good at doing the tasks they do not like too. Greatness is part of Maslow's ____ need.

self-actualization

Agreeableness is similar to the EQ dimension a. self-awareness. b. managing emotions. c. motivating oneself. d. empathy. e. social skill.

social skill

Nate has a goal of lowering his cholesterol by 20 points. He has

specificity

At a customer service call center, quality control trainers randomly listen to calls. For example, they may take the twelfth, seventeenth, forty-fourth, and sixtieth items. What reinforcement schedule are they using?

variable- ratio