Module 1

In​ today's highly competitive business​ world, managers have come to understand that​ ________ is necessary for organizational survival and success.

providing consistently superior customer service

One major reason managers are important to organizations is because they​ ________.

are critical to getting things done

In his first comprehensive​ study, Mintzberg concluded that what managers do can best be described by looking at the managerial roles they engage in at work. What are the three​ roles?

​Interpersonal, informational, and decisional

How do manager responsibilities differ from​ non-managerial responsibilities?

Managers must coordinate and oversee the work of​ non-managerial employees.

Managers will increasingly need to understand and deal with​ ________.

changing​ workplaces, ethical​ issues, security​ threats, and new technology

According to the​ "four functions"​ approach, managers' work is best described by which four​ functions?

​Planning, organizing,​ leading, and controlling

Management involves coordinating and overseeing the work activities of others so their activities are completed efficiently and effectively. Efficiency means that subordinates are​ ________.

getting the most output from the least amount of inputs or​ resources, and doing those work activities that will result in achieving goals

In​ today's world, managers are primarily dealing with​ ________.

global economic and political uncertainties

Social media has become increasingly important to many businesses to maximize contact with customers and to​ ________.

have employees use social media as employee activists

Which style of management does it appear that you follow in this case? Hint: This was a style first identified by Douglas McGregor.

Theory Y

Which statement best explains why management is considered a vital area of​ study?

Because you will either manage others or be​ managed, you can gain valuable information from a course in management.

Complaints about moving to a new system get back to Charles, and while he is willing to hear their concerns, he stresses that Tri-State must maintain efficiency and effectiveness in order to be competitive. He emphasizes that ultimately this is a decision that will be made at the management level, and employees have to follow the rules that are given to them. From a historical view of management, what type of organizational system is Charles advocating at Tri-State? Hint: This was a style first identified by Max Weber in the early 1900s.

Bureaucracy

Which of the following is more essential to higher level managers than to lower level​ managers?

Conceptual skills

In​ Rob's position at Medco​ Pharmaceuticals, he is responsible for making​ organization-wide decisions and establishing organizational goals. Which of the following is most likely​ Rob's title at​ Medco?

Executive vice president

Why is management an important discipline to​ study?

Management is needed in all types and sizes of​ organizations, at all levels and work areas.

Which of the following is true of an​ organization?

It is a deliberate arrangement of people to accomplish some specific purpose.

Now that you have investigated the issue of using either a speed governor or an alert system when drivers speed, you must make the final decision. Should Tri-State install speed governors on its delivery trucks?

No. Use the alert system without the speed governors and create a system for punishing drivers who speed often

Which statement about the importance of managers is most likely​ true?

Organizations need their managerial skills and abilities more than ever in​ uncertain, complex, and chaotic times.

Charles asks how the research on the new technology is going. You discuss how the GPS and mapping software could save Tri-State money by cutting down full costs, reducing delivery time, and potentially reducing the number of speeding tickets. During the discussion, Charles brings up that this system sounds a lot like an early management technique he learned in school. Which technique do you think Charles is referring to?

Scientific management

Which of the following best describes the activities that managers exhibit when serving interpersonal​ roles?

Serving as a figurehead or liaison

The mapping software will plot an efficient route, and the GPS system will record the speed of the truck on the route. The mapping software will calculate the shortest route, saving Tri-State costs on fuel. In addition, it can alert managers when trucks are speeding. Four truckers have been pulled over for speeding tickets in the last month, which ended up delaying deliveries more than if they had followed the speed limit in the first place. Looking strictly at efficiency, you review the issues surrounding the proposed technology, and decide which to investigate. Which issue is most relevant?

The cost of the equipment and the potential fuel savings

In an​ organization, what is the most important factor in employee productivity and​ loyalty?

The quality of the relationship between an employee and a direct supervisor

Better customer relationships and continually improving processes were important management principles according to W. Edwards Deming. If Tri-State were to implement this system to reap these advantages, they would be following which management philosophy?

Total quality management

Managing is most likely rewarding because​ ________.

you can help others find meaning and fulfillment in their work

Actually implementing management can be difficult primarily because​ ________.

your success typically is dependent on​ others' work performance

Zane​ says: ". . .​ I'm a​ long-term guy, I look at the opportunities that present themselves not in a​ 60-day or​ 6-month opportunity, but in a​ 6-year or​ 20-year opportunity." One of the ways he does this is by supplying bicycles to companies such as American​ Express, which give the bikes as rewards to customers. Which managerial skill does this example​ illustrate?

Innovation

According to​ Zane, it was difficult for him to empower his employees and not​ micromanage; however, he realized that being responsive to his​ employees' needslong dash—allowing them to work independentlylong dash—made them happier and more responsive to customers. Which managerial skill does this primarily​ illustrate?

Interpersonal

Which of the following is the most valuable​ take-away from studying​ management?

Learning to apply management theory in a variety of situations

Again, you refer back to what you remember about the evolution of management as a discipline, and you think about how managers have historically handled these types of problems. A quick Internet search shows that one of the periods following scientific management was called behavioral management. Looking at the process facing Tri-State from this perspective, what would be the next step?

Look at how the technology would affect Tri-State's relationships, especially those with employees.

Which of the following statements about managers within an organization is most likely​ true?

Managers also play an important role in the success of nontraditional organizations such as political campaigns and music tours.

Zane mentions that he has begun to use solar panels and green technology in his building. What does this action best​ illustrate?

Managing in a sustainable manner

This final vendor makes a compelling argument for their new system, but it seems a little like science fiction. To convince Charles and others that this system should be chosen, you would have to emphasize that Tri-State Diary, while not very large, needs to think more about the future changes in the industry and business as a whole. For too long, they have seen themselves as immune from changes made by competitors, suppliers, and customers. This type of reasoning follows which theory of management?

Open systems

Zane says this about his​ business: ". . . the community is really the reason that​ we've had this success . . . So I support all the nonprofit organizations that come in . .​ .". As a​ manager, Zane is considering which aspects of a sustainable​ business?

Social aspects of the business

Which of the following best describes the reason to study management even if your career plans are not to become a​ manager?

Studying management is important to maximizing​ efficiency, productivity, employee​ satisfaction, and personal success.

Which of the following is a true statement about the changing nature of modern​ management?

Taking​ risks, exploring new​ territories, and trying new methods are innovative tactics that management can use to be more successful in the marketplace.

Robert L. Katz proposed that managers need three critical skills in​ managing, which are​ ________.

Technical, human, and conceptual

In many​ organizations, the changing nature of work has​ ________.

blurred the distinction between managers and nonmanagerial employees

Zane mentions that many of his competitors fail because they think​ they're in the​ "selling stuff" business not the​ "customer service" business. This shows that Zane understands that​ ________.

consistent, high-quality customer service is essential for survival

At the lowest level of​ management, frontline managers​ ________.

manage the work of nonmanagerial employees who typically are involved with producing the​ organization's products or servicing the​ organization's customers

A​ company's ability to achieve its business goals and increase​ long-term shareholder value by integrating​ economic, environmental, and social opportunities into its business strategies is known as​ ________.

sustainability

According to the Gallup​ Organization, the single most important variable in employee productivity and loyalty is​ ________.

the quality of the relationship between employees and their direct supervisors