Test 4 MGMT ECU

Pamela Katian makes cloth dolls, which she sells to friends and relatives. Her total inventory includes over 200 yards of fabric, 100 yards of ribbon, a box of 500 eyes, stuffing, 20 dolls in various stages of completion, and 15 completed dolls. How many items are in Katian's work-in-process inventory?

20 - Work-in-process inventory refers to partially finished goods consisting of assembled component parts.

____ is a technique of assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you've accurately heard what he or she said.

Active listening

Which of the following statements about listening is true? a. Most managers retain about 25 percent of what they hear. b. Listening is a voluntary behavior. c. Managers with better listening skills are more likely to be promoted. d. Managers with better listening skills are rated as better managers by their employees.

All of these are true

The steps in the perceptual process in order are ____.

Attention, organization, interpretation, and retention. AOIR

A manufacturer of pharmaceuticals can access information about its sales and share new product information with drug store chains through the use of ____.

Electronic data interchange (EDI)

The first company to use new information technology to substantially lower costs or differentiate products or services often gains ____.

First-mover advantage

When it comes to finances, the balanced scorecard focuses on one simple question. That question is ____.

How are we performing for our shareholders?

A(n) ____ is a private company network that allows employees to easily access, share, and publish information using Internet software.

Intranet

Which of the following is an important characteristic of a quality product?

Reliability

Baseball management discovered that its sales increased by almost 100 percent in those seasons when it held an open house prior to the opening game and allowed people to see the box seats and examine the view of the stadium from those seats. In terms of data mining, the management discovered a(n) ____ pattern.

Sequence

Which of the following statements about intranets is true?

They are Web-based

A company expressing its ongoing commitment to continuous product improvement and premium quality products is committed to ____.

Total quality management

Which of the following is a method managers can use to achieve control in their organizations? A.Bureaucratic B. self-control C. concertive D. normative

all of the above

Which of the following statements about ISO 9000 is true? a. ISO 9000 is a series of five international standards for achieving consistency in quality management and quality assurance in companies throughout the world. b. The ISO 9000 standards are applicable to the manufacturing of goods and to the delivery of services. c. Studies show that customers prefer to buy from companies with ISO 9000 certification. d. ISO 9000 certification may be suspended or canceled if companies fail an audit following their initial certification.

all of the above are right

Which of the following is NOT a kind of cost associated with maintaining an inventory?

amortization

Have you ever purchased a book or CD on Amazon.com and noticed that as soon as you put your selection in the shopping cart, you were offered a series of other items that people who made the same purchase as you did also bought? This would be an example of ____ data mining.

association

Companies may determine standards by ____.

bench marking other companies

Which of the following gives top managers a quick, convenient way to address their work forces via oral communication?

broadcast voicemail

An organization that relies heavily on ____ controls is likely to be highly resistant to change and slow to respond to customers and competitors.

bureaucratic

The two primary types of grapevine communications networks are ____.

cluster and gossip

In the ____ type of grapevine communication network, numerous people simply tell a few of their friends.

cluster chain

Which of the following is NOT a criterion on which companies are judged when applying for the Baldrige National Quality Award?

competitive advantage

A company decided to solicit ____ from the company's best customers. From the information gathered, the company learned that it needed to modify its invoice form and that the sales staff needed to engage in more follow up.

constructive feedback

Control is a(n) ____ process.

continuous, dynamic, and cybernetic

Understanding that consumers wanted clean, convenient food when they were away from home was the information the first fast food restaurant founder used to ____.

create a first-mover advantage

____ is a performance assessment in which companies identify which customers are leaving and the rate at which customers are leaving.

customer defections

An article on public libraries contained the following statement: "The balanced scorecard helps organize and run the library according to a specific strategic plan, while demonstrating the library's value to the community as a whole." When dealing with the customer area of the balanced scorecard, the article advised librarians to use customer surveys. Why might this be a poor strategy to use?

customer survey are typically misleading, skewed to positive feedback

The Food and Drug Administration (FDA) could use data it has collected from millions of suspected drug-related adverse event reports and other electronic medical information to identify a pattern of adverse drug events in a specific population. This data collected by the FDA would be held in a(n) ____.

data warehouse

Lopez was injured at work when a warehouse shelving unit fell on him. According to attribution theory, his co-workers assumed the accident was due to the shelves being improperly anchored to the wall. His coworkers are guilty of _______ .

defensive bias

A product's quality is determined by its

durability, reliability, and serviceability

According to the resource-based view of information technology, sustainable competitive advantage ____. a.is difficult to create or acquire b.can be created by using information technology to continuously improve and support the core functions of a business c.differs across firms d.occurs when information technology adds value e.is accurately described by all of these

e. is accurately described by all of these

Because they are inexpensive and easy to use, ____, which convert printed text and pictures into digital images, have become an increasingly popular method for capturing data electronically.

electronic scanners

When one plant was closed due to a merger, employees were forced to move to another and take substantial cuts in their hourly wage. Managers should engaged in ____ as employees described the forced changes in their lifestyles.

empathetic listening

In the model of the communication process presented in the text, ____ occurs when a message is put into a written, verbal, or symbolic form that can be recognized and understood by the receiver.

encoding

Jergen Lindegaart is the chief executive of SAS Scandinavian Airlines. When he explained to stockholders why SAS was withdrawing from a joint venture with another company, he was engaged in ____.

encoding

A system that is designed to manage farm field irrigation and farming pest management decisions, based on 20 years of scientific research and data then advise farmers how much to irrigate and when to check soil temperatures is called a(n) _______

expert system

When things go wrong in the workplace, workers are more likely to attribute their problems to ____, while managers are more likely to attribute those same workers' problems to ____.

external causes; internal causes

In the model of the communication process presented in the text, ____ makes senders aware of possible miscommunications and enables them to continue communicating until the receiver understands the intended message.

feedback

A car manufacturer ordered 20,000 window assemblies from a supplier. To make sure the assemblies were made to specifications, the supplier of the window assemblies shipped a sample to the car manufacturer for testing. This is an example of ____ control.

feedforward

In the traditional control systems used at most companies, ____ measures are used to assess performance.

financial

Control is a cybernetic process because it ____.

has a feedback loop

An article on public libraries contained the following statement: "The balanced scorecard helps organize and run the library according to a specific strategic plan, while demonstrating the library's value to the community as a whole." Standards suggested to use with the ____ area of the balanced scorecard include how quickly and effectively a new service can be offered and how the training staff responds to its introduction.

innovation and learning perspective

An article on public libraries contained the following statement: "The balanced scorecard helps organize and run the library according to a specific strategic plan, while demonstrating the library's value to the community as a whole." When dealing with the ____ area of the balanced scorecard, the article advised librarians to ask, "How can the library continue to improve and create value?"

innovation and learning perspective

In nonverbal communication, the term ____ refers to movements of the body and face.

kinesics

A chain of specialty fashion stores has interviewed a sample of its female customers and learned that a customer can be expected to visit the store looking for new merchandise on average every two weeks. The chain of stores was able to set this standard through ____.

listening to customers

The highest degree of processing occurs in ____ operations.

make-to-go orders

Which of the following types of operations are most dependent on the accuracy of sales forecasts?

make-to-stock

Economic value added (EVA) is so important because it ____.

makes managers at all levels pay much closer attention to how they run their segment of the business

The two basic methods of capturing information are ____.

manual and electronic

Which of the following statements about informal communication in organizations is true? a. Informal communication follows the same channels as formal communication does. b. Informal communication channels cannot be managed. c. Information carried through informal communication channels is estimated to be only about 30 percent accurate. d. The best management strategy for controlling informal communication is to withhold information they wish to keep from employees.

none of these are true

Which of the following is NOT a kind of inventory a manufacturer would keep in stock?

nonrenewable materials

____ should be used when it is difficult to create good measures of worker behavior and output and when organizational culture, values, and beliefs are strong.

normative control

Data clusters

occur when three or more database elements occur together in a significant way

Text and pictures that have been digitized cannot be searched or edited like text and pictures found in word processing software. ____ can be used to convert digitized documents into ASCII code that can be edited by word processing software.

optical character recognition software

In the perceptual process, ____ is the process of incorporating new information into your existing knowledge.

organization

Rose knew by the shrillness of her teacher's voice that she was really in trouble and would probably be placed in after-school detention. Rose's teacher used ____ to communicate dismay.

paralanguage

____ productivity is a measure of performance that indicates how much of a particular kind of input it takes to produce an output.

partial

Intranets are

private company networks that allow employees to easily access, share, and publish information using internet software

Why is productivity important to countries?

produces a higher standard of living.

Which of the following shows the correct relationship for productivity, outputs, and inputs?

productivity = (outputs/inputs)

The goal of an executive information system (EIS) is to

provide accurate, complete, relevant, and timely information to managers

Managers should know and use the address terms that people in a given culture use to address each other in the workplace to increase the chances for successful cross-cultural communication. Doing this will tend to ____ on the part of the person from the other culture who is being addressed (or spoken to).

reduce defensiveness

Imagine a manufacturer that has a 99 percent error-free production rate and decides it wants 100 percent error-free production. Its management needs to examine ____ to determine if the costs of increased controls outweigh the benefits of error-free production.

regulation costs

The average time between breakdowns (for machinery) is referred to as ___?

reliability

In terms of the characteristics of service quality, a major newspaper is said to be ____ if it provides news of interest to its readers consistently at the same time and place daily.

reliable

The last step in the perceptual process is ____.

retention

Mike plays all kinds of competitive sports, and was excited to read that his company was sponsoring a softball team. Non-athletic Kenneth typically walks by the same bulletin board at least three times every day and has yet to see the softball notice. The fact that one saw the notice and the other did not is due to ____.

selective perception

A company has purchased new software which will allow its employees to extend the electronic support capabilities and parts-ordering efficiencies the company offers its customers. The company's improved ____ should lead to improved employee satisfaction.

service capability

Most companies define product ____ in terms of how easy or difficult it is to fix a product.

serviceability

The objective of the company that manufactures liqueur is to grow its international business. To determine its success, it compares its current export sales to 1998, the first year it had double digit growth in exports. For this company, the 1998 exporting data provide a(n) ____.

standard

The two major types of data mining are ____.

supervised and unsupervised

The three principles that characterize TQM are continuous improvement, customer focus and satisfaction, and ____.

teamwork

When Billy Ingram founded White Castle, much of the public thought that hamburgers were made from rotten beef and not fit for human consumption. Ingram ground fresh beef in front of customers to prove it was safe and was the first to successfully sell hamburgers to the middle class. Today Ingram is credited as the founder of the fast-food industry. Yet, today White Castle has 330 locations, and McDonald's has 25,000 stores. From this information, you know ____.

the competitive advantage White Castle achieved from being first was not sustainable

Using ____ data mining, the user simply tells the data mining software to uncover whatever patterns and relationships it can find in a data set.

unsupervised

____ is a deviation in the form, condition, or appearance of a product from the quality standard for that product.

variation

According to the text, which of the following levels produces the greatest minimization of waste?

waste prevention and reduction

The three basic measures of inventory are inventory turnover, average aggregate inventory, and ____.

weeks of supply