MNGT 300 CHAPTER 2

the first lady of management

Lillian Gilbreth

Systems Thinking

-A view of management that requires observation of a complete organization as well as the organization's relation with its environment and relations between the parts of the organization. -The correct answer for this definition is Systems thinking, which is defined in the textbook as "Seeing both the distinct elements of a situation and the complex and changing interaction among those elements.."

Humanistic Perspective

-Broadly, this management philosophy emphasizes the importance of people in the organization. -The correct answer for this definition is Humanistic perspective, which is defined in the textbook as "The humanistic perspective on management emphasized the importance of understanding human behaviors, needs, and attitudes in the workplace as well as social interactions and group processes.."

Social Media Programs

-Companies that recruit using LinkedIn or investigate potential employees by looking at their Facebook pages are using this to communicate with people during their selection process. -The correct answer for this definition is Social media programs, which is defined in the textbook as "Companies use social media programs to interact electronically with employees, partners, and other stakeholders. They can include company online community pages, social media sites such as Facebook or LinkedIn, microblogging platforms such as Twitter and China's Weibo, and company online forums.."

Total Quality Management (TQM)

-Created by W. Edwards Deming, the idea that employees and manager should strive for continuous reduction of defects and improvement of customer satisfaction. -The correct answer for this definition is Total quality management (TQM), which is defined in the textbook as "A concept that focuses on managing the total organization to deliver quality to customers.."

Time and Motion Study

-Developed by Frank and Lillian Gilbreth, this approach helps workers learn how to do their jobs more efficiently. -The correct answer for this definition is Time and motion study, which is defined in the textbook as "A review of a job stressing efficiency and looking for the one best way to do work.."

Management Science Perspective

-Emerging shortly after World War II, this approach uses sophisticated mathematical modeling tools to solve management problems, especially those involving operations. -The correct answer for this definition is Human resources perspective, which is defined in the textbook as "A management perspective that suggests jobs should be designed to meet higher-level needs by allowing workers to use their full potential.."

Scientific Management

-Proposed by Frederick Taylor, this approach requires managers to use science to develop the right tools and procedures for an individual job and then has all workers do the job in the same way. -The correct answer for this definition is Scientific management, which is defined in the textbook as "A subfield of the classical management perspective that emphasized scientifically determined changes in management practices as the solution to improving labor productivity.."

Classical Perspective

-Starting in the late 1800s, this management perspective encourages efficiency through standardization of work. -The correct answer for this definition is Classical perspective, which is defined in the textbook as "A management perspective that emerged during the 19th and early 20th centuries that emphasized a rational, scientific approach to the study of management and sought to make organizations efficient operating machines.."

Systems Theory

-The idea that organizations function as open systems, receiving inputs from the environment, transforming them, and releasing products back out into the environment. -The correct answer for this definition is Systems theory, which is defined in the textbook as "An extension of the humanistic perspective that describes organizations as open systems characterized by entropy, synergy, and subsystem interdependence.."

Synergy

-The idea that two parts of a system (or two systems) can combine to create something that is greater than the sum of their parts. -The correct answer for this definition is Synergy, which is defined in the textbook as "The concept that the whole is greater than the sum of its parts.."

Social Forces

-These forces influence organizations through people. As cultures, values, and needs change, organizations must modify their policies and processes to adapt to new expectations. -The correct answer for this definition is Social forces, which is defined in the textbook as "The aspects of a culture that guide and influence relationships among people—their values, needs, and standards of behavior.."

Economic Forces

-These forces influence the organization by affecting the price and availability of resources and the prices at which an organization can sell products and services. -The correct answer for this definition is Economic forces, which is defined in the textbook as "Forces that affect the availability, production, and distribution of a society's resources among competing users.."

Political Forces

-These forces influence the organization through laws and the government. -The correct answer for this definition is Political forces, which is defined in the textbook as "The influence of political and legal institutions on people and organizations.."

Hawthorne Studies

-These studies took place in the Western Electric company and showed that employees performed better when they were treated better by their managers. -The correct answer for this definition is Hawthorne studies, which is defined in the textbook as "A series of experiments on worker productivity begun in 1924 at the Hawthorne plant of Western Electric Company in Illinois that attributed employees' increased output to managers' better treatment of them during the study.."

Empowerment

-This approach to management was first developed by Mary Parker Follett; it involves training employees and allowing them to decide how to do their work. -The correct answer for this definition is Empowerment, which is defined in the textbook as "Involves facilitating rather than controlling employees and allows employees to act depending on the authority of the situation.."

Supply Chain Management

-This idea is used in operations to control the flow of a product through the organization, from inputs through outputs. -The correct answer for this definition is Supply chain management, which is defined in the textbook as "Managing the sequence of suppliers and purchasers, covering all stages of processing—from obtaining raw materials to distributing finished goods to final customers.."

Continuous Improvement

-This is one of the goals of total quality management—the idea of getting better a little bit at a time over a long period. -The correct answer for this definition is Continuous improvement, which is defined in the textbook as "The implementation of small, incremental improvements in all areas of the organization on an ongoing basis.."

Customer Relationship Management

-Using techniques such as "data mining," this management approach uses huge amounts of customer information to create personalized products and services. -The correct answer for this definition is Customer relationship management , which is defined in the textbook as "Systems that help companies keep in close touch with customers, collect and manage customer data, and collaborate with customers to provide the most valuable products and services.."

Benchmarking

-When companies attend the Walt Disney University to find out how Disney provides such excellent customer service, they are engaging in this process. -The correct answer for this definition is Benchmarking, which is defined in the textbook as "A process whereby companies find out how others do something better than they do and then try to imitate or improve on it.."

Informal Organization

-When you gossip with a coworker from another department about your supervisor's management practices, you are involved in this type of organization. -The correct answer for this definition is Informal organization, which is defined in the textbook as "Occurring in all formal organizations, the informal organization includes cliques, informal networks, and naturally occurring social groupings.."

Administrative principles

Administrative principles theorists focus on the total organization and on identifying management guidelines that will help the company operate more effectively. Henri Fayol identified five functions of management: planning, organizing, commanding, coordinating, and controlling, and 14 management principles, including unity of command, division of work, unity of direction, and the scalar chain.

Bureaucratic management

Bureaucratic management emphasizes improving the efficiency of the entire organization rather than that of the individual worker. Standard procedures, written rules, and specific management hierarchies create companies that are not disrupted when an individual employee leaves. Bureaucratic management ensures fairness, since the same rules apply to all, but it has been criticized for slowing decision-making and stifling creativity.

Managers spend most of their time:

Communicating* Monitoring employee work authorizing budgets and expenses planning

Which of the following terms best describe a managers work? check all that apply

Continuous (one after another) brief (small segments)* reflective (thinking about things) Varied (work changes frequently)*

Mary Parker Follett

Her background as a social worker informed her writings on reducing conflict in organizations—she stressed the idea that leaders must work with people rather than implementing a set of techniques.

Scientific management

Scientific management emphasizes the scientific study of work, with the idea that managers can find the most efficient way to work and then train all employees to work that way. Since many of the proponents of scientific management were engineers, they were as interested in the equipment workers used as they were in the work itself. Frederick Taylor also introduced the idea of paying employees based on the amount they produced, rather than the number of hours worked. All of these management practices resulted in spectacular productivity gains, but also in complaints that workers were being exploited.

Theory X

The average human being has an inherent dislike of work and will avoid it if possible.

Theory Y

The capacity to exercise a relatively high degree of imagination, ingenuity, and creativity in the solution of organizational problems is widely, not narrowly, distributed in the population.

Elton Mayo

With Fritz Roethlisberger, he conducted the Relay Assembly Test Room experiments at the Hawthorne Electric Plant.