RHIM 3341 quizzes1-4
A manager who makes decisions by enforcing rules and regulations that are already in place, who resists change and acts as a caretaker of the status quo is a _______ manager?
-Bureaucratic
Which of the following statements about change is false?
-It is difficult to change, Effective change is time-consuming, in the early part of the
For Juran, quality planning and control:
A&B: a)are company-wide efforts to achieve specific, measurable objectives b)focus on customer satisfaction
Which of the following statements about "process" would Juran most likely agree with?
A&C: a) a process is a set of activities that, taken together, produce a result that is of value to a customer c) a process that creates a product may include several departments and areas within an organization
Which of the following statements would Deming most likely agree with?
A&C: a)as quality improvements increase, levels of productivity rise throughout an organization c)if employees are to play an effective role in a continuous improvement process, no employee should lose a job because of productivity gains
Managers can benefit from thinking about their jobs in terms of interpersonal, informational, and decisional roles because it?
A&C: a)prevents them from overlooking important aspects of their jobs, such as liaison role, that are not covered by the traditional management functions. c)helps them realize that they must perform their interpersonal and informational roles well in order to be fully effective in their decisional roles
Which of the following situations reflects the kind of fear the Deming believes must be driven out of the workplace?
All of the above: -Fred, the lead employee on the dish line, knows the dish machine isn't working properly but doesn't tell his supervisor because he doesn't want to be blamed for the problem -Angie, a convection service manager, throws away several complaint letters from attendees of a convention recently held at the hotel because she thinks the general manager might block her promotion if he reads them -At a business plan and budget meeting with the hotel owner, the general manager minimizes the capital expenses needed for renovations of the property because he suspects that if he doesn't, the owner will deny him his bonus
In most organizations, the most costly defects in products and services:
All of the above: -cross the boundaries of several departments -persist despite the efforts of individual department managers -are not adequately addressed because a mechanism does not exist to help managers deal with interdepartmental issues and problems
Employees who suppress their initiative and simply follow the rules are probably working for?
B or C: a bureaucratic manager or an autocratic manager
Which of the following statements best distinguishes incremental improvements from breakthrough improvements?
Breakthrough improvements involve more change and produce higher levels of quality, speed, and savings than incremental improvements
Which of the following is NOT part of the criteria recommended by Juran for organizations selecting their first quality improvement project?
Choose a project that minimizes the time that managers will spend away from their day-to-day activities
You are the food and beverage manager of a large hotel. One of the departments freezers breaks down and the repair company can't come out until tomorrow. You pull a food server from the lunch shift, borrow a server from the lounge, and help them transfer the food from the non-working freezer into the departments other freezer. You have performed the management role of?
Disturbance Handler
Technological, market, and work force changes are all examples of _____ forces of change?
External
The spouse of one of your employees dies. You attend the funeral. Which management role are you performing?
Figurehead
The best starting point for identifying existing service problems or current work processes that fail to meet or exceed guest expectations is?
Guest feedback
Which of the following statements about traditional management skills is true?
Hospitality employees need Human Relation Skills
Which of the following practices seems to agree most with Deming's notion of "adopting a new philosophy" of doing business?
Representatives from the sales department, the front desk, and the reservations area meet to develop service strategies for building repeat business over the next twelve months
The "Plan-Do-Check-Act" Cycle was created by:
Walter Shewhart
The results of _______ indicate whether a solution to a problem should be implemented throughout the area targeted for improvement:
a trial test
Ideally, change agents should come from?
a variety of organizational levels
Which of the following are signs that an organization is on the path to long term success with its planned change?
all of the above: conflict is less frequent and consensus is more common, Alternatives that seem equally plausible give way to obvious choices, People begin to create a mythology by telling stories about the early days of the change effort
To save money and increase the efficiency of the housekeeping department, a continuous-improvement team of the ABC Hotel decided to offer guest the water saving and energy-saving option of reusing their bedsheets and towels for their second nights stay. Because a large number of guest choose this "environment-friendly" option, the hotel is able to significantly increase the productivity of room attendants, dramatically decrease the number of linens and towels processed by the on-premises laundry, and substantially decrease energy and water costs. This example illustrates the concept of:
breakthrough improvement
Which of the following tools is used for recording how frequently something occurs?
check sheet
Which of the following is the most productive approach to conflict management?
collaboration
According to Deming, quality improvement slogans, banners, and posters:
disillusion and frustrate employees when they promote goals without specifying how the goals are to be achieved
Which of the following has had the greatest impact on redefining the responsibilities of managers in the hospitality industry?
electronic information management systems
Which of the following tools is a step-by-step pictorial representation of activities and decision points in a work process?
flow chart
One of the reasons a continuous improvement team establishes baseline measurements when analyzing a problem is to:
gauge the effectiveness of the solutions the team implements later on in the continuous-improvement process
Which of the following is a selection tool used to quickly reduce a list of items to two or three choices?
multi-voting
If you want to successfully implement a large scale organizational change, you should start with which of the following: conservatives, inhibitors, lobbyists?
none of the above
The most important task of a change sponsor is to?
persuade people to support the change
Which of the following tools for displaying data shows how all of something can be broken down into percentages of the whole?
pie chart
Which of the following statements is true about the planning function of management?
planning involves establishing goals and objectives to pursue doing a future period
According to the studies by John P. Kotter, author of the classic article, "What Effective General Managers Really Do," effective GM's?
rarely give orders
The complete redesign of an organizational process is called?
reengineering
Which of the following are factors used to asses and rank a list of choices?
selection criteria
ISO 9000 certification:
signifies that a company has met minimum quality-management requirements
Which of the following statements related to force field analysis is false?
there are 4 types of forces acting upon any situation
The type of leadership that is based on exchange of services between the manager and his or her employee is called ______ leadership?
transactional
The articulation of what an organization will look like after a change is complete is called a ______?
vision statement
