BA EXAM 2
_____ is the gap between what is and what is required.
A need
_____ is the gap between what is and what is desired, and _____ is the gap between what is and what is required.
A want; a need
Which of the following statements about knowledge workers is true?
All of the statements about knowledge workers are true.
_____ is the breaking down of large shipments of similar merchandise into smaller, more usable quantities that can be sold to consumers and end users.
Breaking bulk
_____ is the ratio of benefits to the sacrifice necessary to obtain those benefits.
Customer value
_____ is the efficient management of the acquisition of raw materials to the factory and the movement of products from the producer to industrial users and consumers.
Distribution
How do distribution channels improve product distribution?
Distribution channels reduce the number of transactions needed to get the product from the manufacturer to the consumer
Theories X and Y management styles are the result of studies by:
Douglas McGregor
A listing of the components and the number of each required to make the product is called the bill of lading.
False
According to Maslow's hierarchy of need, the most basic needs are the social needs.
False
Equity theory is a theory of motivation that focuses on the link between motivation and organizational culture.
False
One-to-one marketing is synonymous with database marketing.
False
Operations management refers to the role that computers play in the production process.
False
Podcasts are significantly different from blogs.
False
Prestige pricing is the pricing strategy of selling a new product at a low price in hopes of achieving a large sales volume and prestige for the product.
False
Pricing products below the normal markup or even below cost to attract customers is called bait pricing.
False
Publicity is any information that a company issues to the media that is paid for by the company.
False
Salespeople typically use brainstorming to look for sales prospects, those people who are most likely to buy the seller's offerings.
False
The final stage of the selling process is closing the sale.
False
The five P's are product, promotion, price, people and possession.
False
The frequent reference to Chili's restaurants on the television show The Office is probably an example of co-marketing.
False
_____ charts are bar graphs that are plotted on a time line to show the relationship between scheduled and actual production.
Gantt
_____ is the horizontal expansion of an employee's job.
Job enlargement
_____ is the redesign of a job to provide workers with more authority, responsibility, challenge, and the opportunity for more personal achievement is called:
Job enrichment
_____ is the vertical expansion of an employee's job.
Job enrichment
_____ is the process of separating, identifying, and evaluating the layers of a market to design a marketing mix.
Market segmentation
_____ is the management of the production conversion process for both goods and services.
Operations management
_____ pricing is the strategy of increasing the price of a product so that consumers will perceive it being of higher value.
Prestige
_____ is the process that converts inputs into outputs that can be sold as goods and services.
Production
_____ is the number of different target consumers who are exposed to a commercial at least once during a specific period, usually four weeks.
Reach
_____ is a strategy that focuses on forging long-term partnerships with customers.
Relationship marketing
_____ is the technology involved in designing, constructing, and operating computer-controlled machines that can perform tasks independently.
Robotics
_____ focuses on smoothing transitions along the supply chain so that the firm can satisfy its customers with quality products and services while focusing on forging tighter bonds with its suppliers.
Supply chain management
Fourteen million office workers in the US have their online activities under constant surveillance, according to the Denver-based Privacy Foundation. Worldwide, it reckons the number of employees under such surveillance totals around 27 million people. According to the foundation's Workplace Surveillance Project the low cost of snooping technology is the main reason why employers are employing a _____approach to management.
Theory X
The _____ style of management is based on a pessimistic view of human nature and assumes that the average person dislikes work, will try to avoid work, prefers to be directed, avoids responsibility, and wants security above all else.
Theory X
When nurses at Children's Memorial Medical Center were asked what makes a great place to work. They responded with, "Great places to work have leaders that listen to staff feedback and act upon it. At great places to work, staff value developing their job expertise, actively support teamwork, are passionate about providing quality service, and are not afraid to take risks and try innovative approaches. Mutual respect is the interpersonal chemistry that produces a collegial environment that inspires excellence at great places to work." From this information, it appears that the nurses would also appreciate a _____ approach to management.
Theory Y
Wes Johnston overheard his manager say, "Work is as natural as play, and workers seek more job responsibility." This statement supports:
Theory Y assumptions
What do Gantt charts and PERT charts have in common?
They are both common scheduling tools for complex situations.
A distribution channel is a series of marketing entities through which goods and services pass on their way from producers to end users.
True
A retailer is showing concern for a store's atmosphere when he considers the type of store fixtures to have, the size and type of signage to use, the type of background music to play, and the number and type of employees to hire.
True
Agents are sales representatives for manufacturers or wholesalers and usually are hired on a commission basis.
True
An example of nonstore retailing is the vending machine from which you purchased a soda.
True
An intermediary that takes possession and title of goods is called a merchant wholesaler.
True
Basing market decisions on what a product will do rather than on consumer characteristics is called benefit segmentation.
True
Blogs provide marketers with a real-time dialogue with customers and an avenue to promote their products.
True
Chewing gum, flashlight batteries, sewing needles, and adhesive tape are considered convenience products.
True
Feedback is very important to the successful application of the goal-setting theory.
True
For most corporations, physical-distribution activities are usually the responsibility of the marketing department.
True
In the product development process, most companies utilize the concepts of brainstorming, screening, and test marketing.
True
Information promotion is more common in the early stages of the product life cycle.
True
Lumber mills are located near the forests in the Northwest to save shipping costs and to be near their raw material.
True
Public relations is the term used for any communication or activity designed to win goodwill or prestige for a company or person.
True
Robots are especially useful for repetitive tasks such as cutting sheet metal and spot welding.
True
Sales promotion, advertising, and public relations are elements of the promotion strategy.
True
Selling retirement plans to people over the age of 50 is an example of demographic segmentation.
True
Supply chain management plays a dual role. Its first role is as a communicator of customer demand that extends from the point of sale all the way back to the supplier. The second role is as a physical flow process that engineers timely and effective movement of products.
True
The Theory Z approach emphasizes long-term employment.
True
The critical path method is a sophisticated scheduling system that is based on the minimum time the project will take to complete.
True
The first step in the consumer decision-making process for buying sandals would be for the weather to turn hot and me to realize I have no footwear that doesn't make my feet sweat.
True
The goal of all promotion is to stimulate action.
True
The idea behind bundling is to reach a segment of the market that would not be reached as effectively if the product were sold separately.
True
Theory X managers view their workers as untrustworthy and unmotivated.
True
Types of promotional goals include creating awareness, increasing the use of products, and identifying potential customers.
True
_____ are distribution channel members that buy finished products from manufacturers and sell them to retailers.
Wholesalers
_____ is responsible for identifying the Theory Z style of management.
William Ouchi
Which of the following companies would be LEAST likely to use the continuous process?
a bakery
Which of the following is the BEST example of a consumer product?
a textbook purchased by a student taking this class
The process of packing 3 16-ounce bottles of Hershey chocolate syrup in super-sized packages like those sold at Sam's and Costco is an example of:
accumulating
A person who works as a sales representative for a manufacturer or wholesaler and gets paid a commission on any sales is classified a(n):
agent
Which of the following factors can be used to create an atmosphere in a store that sells sports memorabilia?
all of the above
Which of the following is an example of an advertising medium?
all of the above
According to the goal-setting theory,:
all of the above are true
Which of the following is a type of sales promotion?
all of these
Which of the following is NOT one of the current trends in business management today?
application of the expectancy theory
One of the biggest shortcomings of Gantt charts is that they:
are static
The product layout is sometimes called the _____ layout.
assembly-line
Price is:
based on the expected value you will receive from your purchase
To stay a market leader in the confectionary industry, Jelly Belly, the jelly bean manufacturer, must keep coming up with new flavors. In 2006, it released its Soda Pop Shoppe collection, which was developed after company employees were asked to suggest as many potential new jelly beans tastes as they could without being criticized for any of their ideas, no matter how outlandish. What method did Jelly Belly use to come up with this new product line?
brainstorming
Roy Petrie is a flower wholesaler. He buys fresh flowers from countries in South America, divides the large batches into small bunches, and delivers them to independent florists. This process is called:
breaking bulk
A(n) _____ are go-betweens that bring buyers and sellers together.
broker
The Springwood Inn offers a package of room, breakfast, and parking for $225.00. This strategy is called:
bundling
When Gene O'Hare went online to plan his vacation to Australia, he learned that he could buy plane tickets, rent a car, and pay for a hotel in a reduced-price tourist package, which made it very convenient for him to book his trip. The Web site O'Hare visited used _____ to make trip planning easier and more economical.
bundling
The belief behind employee ownership is the idea that it will:
cause employees to act more like partners than clock watchers
Rego-Fix is a metalworking manufacturing company in Switzerland. The company primarily manufactures grinding machines in different size ranges. Rego-Fix has reduced setup time and change-over costs through the establishment of small, self-contained production units with teams who produce specific machines on small assembly lines. Rego-Fix uses:
cellular manufacturing
According to equity theory, if employees perceive that an inequity exists, they may:
change their work habits
What is the salesperson doing when, after his presentation is over, he asks, "May I call the company and place your order for 20 cases of Ecco brand golfing shoes?"
closing the sale
Which of the following is NOT a form of variable pay?
commissions
The letters CAD stand for:
computer-aided design
Which of the following is NOT a step performed by the salesperson during the selling process?
conducting market research
Which one of the following is NOT a commonly used method for segmenting markets?
consumer
What are the two distinct markets toward which sales promotions can be targeted?
consumers and members of the marketing channel
A system that utilizes long production runs resulting in high-volume, standardized products is called a(n) _____ process.
continuous
Total quality management focuses on:
continuous improvement
The owner of Mercury Appraisal Company held a ribbon-cutting event when he opened his new business. He invited city dignitaries, representatives from all the news media, and anyone who might have need of his services to the event. The goal of his promotion was most likely to:
create awareness
A short story describing how reluctant British citizens are to play party games that might result in them looking foolish is an example of how _____ shapes human behavior.
culture
A basic form of market segmentation that uses such variables as age, education, and income is called:
demographic
What type of market segmentation strategy was Kimberly-Clark, the manufacturer of Huggies diapers, using when it introduced Poise and Depend brands for adults?
demographic
A firm with a _____ has its ability to provide a unique product or service that offers something of value to buyers besides simply a lower price.
differential competitive advantage
Leon Georges works in the warehouse for a manufacturer of air-purification systems. He is responsible for the transportation of metal components, preformed plastic, etc. used to manufacture the systems as well as the efficient movement of the finished systems from the manufacturing facility to the warehouse to distribution trucks. Georges is involved in:
distribution
Victorinox is the name of the company that manufacturers Swiss army knives. The _____ channel the company utilizes to get its knives to market is to wholesalers, than to retailers, and finally to consumers.
distribution
Which of the following is NOT an element of the promotional mix?
distribution
The _____ is a series of marketing entities through which goods and services pass on their way from producers to end-users
distribution channel
When an operations manager engages in _____, he or she has purchased raw material or component parts on the Internet.
e-procurement
An example of a provider of exceptional customer service is L.L. Bean, Inc. One of its employees actually drove 500 miles from Maine to New York to deliver a canoe to a customer who was leaving on a trip. The employee was able to perform this task with the support of L.L. Bean because the catalog retailer believes strongly in:
empowerment
Jan Carlzon, former president of Scandinavian Airlines (SAS), has said that one of the greatest fears executives have is that employees will "give away the store" to satisfy complaining customers. From this statement, it would appear that Carlzon was opposed to:
empowerment
In a survey of middle-level managers in service industries, a majority stated that employees have an inherent distrust of managers and will respond to instructions only if they perceive their treatment to be fair. This statement indicates the managers would be most successful using the _____ to motivate their employees.
equity theory
Bill Nielsen works as a graphic designer. He arrives at work at 7 a.m. and goes home at 3 p.m. One of Nielsen's co-workers who performs the same job as he does arrives at work at 10 a.m. and goes home at 6 p.m. Yet another co-worker arrives at 9 a.m. and leaves work at 5 p.m. From this brief description, you should realize that Nielsen's employer uses:
flextime
What is the final step in the selling process?
following up on sales
A marketer that took the city and the climate into consideration as marketing variables would be concerned about _____ segmentation.
geographic
Selling more rainwear in Seattle than in San Diego due to the annual rainfall is an example of which type of marketing segmentation?
geographic
When Canada Dry first introduced Wink soda in the 1960s, it used the slogan, "Join the cola dropouts." The purpose of this advertising campaign was most likely to:
get customers to try the new product
Which of the following is an example of nonstore retailing?
home shopping network
The equity theory is concerned with:
how fairly a worker is treated compared to coworkers
The two types of retailing are:
in-store and nonstore
The two types of distribution channels are:
industrial and consumer
Business process management (BPM):
involves breaking a complex product, service, or process into smaller pieces that can be created independently and then combined quickly to make a whole
Integrated marketing communications (IMC):
is accurately described by all of the above
In 2006, The Home Depot laid off 300 workers in its home office. Even though the workers have left, the same amount of work needs to be done. This sort of company downsizing often leads to:
job enlargement
Which of the following is NOT an example of a convenience product?
lawn furniture
A Theory X manager would assume his or her workers are:
lazy employees who can't be trusted
The maker of Centrum multivitamins introduced Centrum Silver, a vitamin designed specifically for older people. Centrum Silver is an example of a _____, a product that uses an existing brand name in an existing category but with a new formula.
line extension
A continuous production process has all of the following characteristics EXCEPT:
low volume
A manufacturers' representative is sometimes called a(n):
manufacturer' agent
Which of the following is NOT a type of retailer?
manufacturers' representative
The _____ is the belief that the firm should dedicate all of its planning, policies, operations, and efforts to the satisfaction of the customer.
marketing concept
Within the distribution channel, retailers and wholesalers are called:
marketing intermediaries
The _____ is based on the five P's.
marketing mix
The ability to manufacture many goods at once is called _____ production.
mass
The channels through which advertising is carried to prospective customers are advertising:
media
American Pet Pro purchases pet grooming supplies from various manufacturers, sorts them, and resells them to retailers. American Pet Pro is a(n) _____ wholesaler.
merchant
Independent wholesalers that buy goods from manufacturers on their own account and then resell them to other businesses are:
merchant wholesalers
Which of the following is an example of in-store retailing?
none of the above
A(n) _____ is a retail store that sells at prices 25 percent or more below traditional department store prices in spartan environments.
off-price retailer
In the newspaper comics, Cathy is often seen talking to a department store clerk who is trying to persuade her that she needs to buy a new wardrobe. The clerk is engaged in:
personal selling
Which of the following is an example of an individual factor that influences the consumer decision-making process?
personality
According to Herzberg, hygiene factors are:
potential job dissatisfiers
There are a lot of talented people. Many singers who have not been discovered are as talented or more so than some of the best-known musical artists. For instance, pricing a musical act at $20,000 when a small community arts center can get just as great an entertainment experience for its audience for $5,000 is an example of:
prestige pricing
Aldi is a no-frills grocery chain. It sells grocery staples right out of crates and boxes. By controlling expenses, Aldi customers can expect to save 30 to 50 percent compared to Kroger customers. The supermarket chain's emphasis on maintaining its cost competitive advantage means the company's top management is often concentrating on its _____ strategy.
pricing
Maria Manow is planning to sell handmade quilts over the Internet. As she decides what to charge for a full-sized quilt, Manow will calculate her fixed and variable costs. At this point, Manow will be developing her _____ strategy.
pricing
Vegetarians have the upper hand in Mumbai, India, where not eating meat is a centuries-old tradition. In a booming Indian economy, the vegetarians are outnumbering the meat-eaters in many metropolitan areas. In response to this growing vegetarianism (especially among the middle class), franchises like Pizza Hut have created 100 percent vegetarian menus. By eliminating all meat from pizzas, the Indian Pizza Huts have engaged in a _____ strategy.
product
During production planning, the operations manager must make decisions about all of the following EXCEPT:
product design
The brand name Cover Girl appeared in a young adult novel called Cathy's Book: If Found Call (650) 266-8233. One sentence in the book reads: "a killer coat of Lipslicks, a line of Cover Girl lip glosses. Procter &Gamble promoted the novel at beinggirl.com Web site in exchange for the mention. This is an example of"
product placement
Channels of distribution make distribution easier by performing all of the following functions EXCEPT:
production
Personal selling, advertising, public relations, and sales promotions are decisions made when planning the _____ strategy.
promotion
Lee Robi has developed an electronic lice comb that tells whether head lice are present by emitting an audible sign. Robi has mailed promotional flyers on the lice comb to all the school districts in the nation. He has also run ads in several different women's magazine. This describes the _____ strategy that Robi used.
promotional
The first step in the selling process is to:
prospect and qualifying
The sales process begins with the salesperson locating companies or people who are most likely to buy the seller's offerings. This activity is called:
prospecting
Miller Nwagi will not ride in elevators because he perceives them to be confining boxes that could fall. He refused to visit a store, which was selling his favorite brand of pipe tobacco, because the store could only be reached with an elevator. This would be an example of how _____ influences determine consumer buying decisions
psychological
National Geographic Magazine brought a bit of nature to New York as part of a week-long event promoting the magazine's October 2006 cover story on parks. The magazine hosted an interactive photography exhibit, which celebrated international and national parks. Invitations to representatives of the news media were an attempt to use which element of the promotional mix?
public relations
When Nike donated $25,000 to a low-income area to provide job training, it received free and positive _____ in the news media.
publicity
The process of creating quality standards and measuring finished goods and services against standards is called:
quality control
A product that passes test-marketing is ready for market introduction, which is called _____, a step that requires extensive logistical coordination.
rollout
Julia Li is a low-level manager for a manufacturer of collectible plates and figurines. She is assigned new jobs every few months so she can learn all aspects of her company's operations. Management is utilizing the concept of job _____ in training Li.
rotation
During the growth stage of the product life cycle,:
sales grow at an increasing rate, and profits are healthy
In new-product development, _____ is the stage at which products that do not meet new-product goals are rejected.
screening
Which of the following is a characteristic of the intermittent process?
short production runs
A strategy of charging a high introductory price for a new product that invites eventual competition is called price:
skimming
In Maslow's theory, the need to belong to informal social groups both on and off the job is an example of _____ needs.
social
A retailer would separate children's clothing purchased from Carter's into various sizes and types of clothing, such as size 6 shirts, size 2T shorts, and size 4T sun dresses. This process is called:
sorting out
In general, when a business is engaged in environmental scanning, it looks at all of the following external forces that might affect it EXCEPT:
suppliers
Electronic data interchange (EDI) is an important communications tool for:
supply chain management
Some of the quickest emergency assistance to victims of Hurricane Katrina did not come from the American Red Cross or FEMA. It came from Wal-Mart. Millions of people were displaced or otherwise affected by the Gulf Coast calamity. Many waited for days as agencies struggled to provide assistance. Wal-Mart moved faster than traditional emergency aid groups because the retail giant has mastered:
supply chain management
A group of management consultants is studying OGSI Manufacturing and its team management strategy. Once Pete Jazoni's work group was selected for special attention by the management consultants, the work group's production output nearly doubled. Jazoni's group's reaction to the special attention is an example of:
the Hawthorne effect
According to _____, workers respond to attention from superiors, and they like their opinions to be valued.
the Hawthorne effect
The four major groupings of consumer products are:
unsought, convenience, shopping, and specialty
One useful tool for routing is _____, where production managers "map" the flow from suppliers through the factory to customers.
value-stream mapping
What is the primary difference between a merchant wholesaler and an agent?
whether it takes title to the product
Frederick Taylor's scientific management emphasized:
work efficiency
Manufacturing resource planning II (MRPII):
is a complex computerized system for generating production plans
Supply chain management:
is accurately described by none of the above
In Herzberg's model, salary and fringe benefits are job satisfiers.
False
Scientific management focused primarily on how human behavior and relations affect organizational performance.
False
The Theory X approach to management builds on the idea that worker and organizational interests are congruent.
False
The critical path method (CPM) is used to design, test, and modify new and existing products.
False
With the goal-setting theory, managers have learned that easier goals motivate more effectively than challenging ones.
False
_____ theory states that people do things because they know that certain consequences will follow.
Reinforcement
Motivation is basically a need-satisfying process.
True
Profit sharing, gain sharing, and stock options are all forms of variable pay.
True
The rewarding of a bonus for finishing a job proposal in a timely fashion would demonstrate how reinforcement theory can be used to motivate employees.
True
Training workers by changing and varying jobs is called job rotation.
True
_____ means that a portion of an employee's pay is directly linked to an individual or organizational performance measure.
Variable pay
Based on the expectancy theory, managers who want to motivate their employees should:
do all of the above
Manufacturing resource planning II (MRPII):
does all of the above
Motivation and maintenance factors are essential parts of a job-satisfier theory formulated by:
Frederick Herzberg
The father of scientific management was:
Frederick Taylor
Which of the following statements about forms of variable pay are true?
Gain-sharing is a motivational plan based on group productivity.
_____ are incentive programs based on group productivity. Employees share in the financial gains attributed to the increased productivity of their group.
Gain-sharing plans
Which of the following statements about Theory Z style of management is true?
Theory Z contains many elements from Japanese management.
A knowledge-based work force is qualitatively different from a skills-based work force.
True
PERT charts differ from critical path method (CPM) in one important way. PERT charts _____, and the CPM does not.
assign three time estimates for each activity
The _____ is a list of components and number of each needed for file cabinets that a manufacturing company will produce.
bill of materials
Cherokee Spring Mill produces four varieties of corn meal based on how finely the corn is ground. The mill makes long production runs of high volume. Cherokee Spring Mill uses a(n) _____ process.
continuous
The _____ is an important scheduling tool for large projects. It breaks the projects into a sequence of events and smaller tasks.
critical path method
Synergy Oil and Gas builds oil-well drilling platforms to customer and government specifications. These platforms can cost as much as $1 billion. Synergy works on one platform at a time, and when it is finished, moves its crew to a new project. Synergy engages in:
customization
The idea that employees are motivated by their expectations, or estimates of chances for reward, is called the _____ theory.
expectancy
Given the trend toward employee empowerment in the workplace, more and more employees are finding the _____ theory useful.
goal-setting
A flexible manufacturing system (FMS) combines all of the following EXCEPT:
human resources
According to Herzberg, _____ factors must be present to prevent work dissatisfaction, but these factors cannot serve as a source of satisfaction or motivation.
hygiene
In Herzberg's theory, salary is an example of a(n):
hygiene factor
One criticism of Herzberg's motivator and hygiene theory is that it:
ignores the impact of situational variables
Managers can use equity theory to:
improve worker satisfaction
A(n) _____ is a manufacturing firm that produces goods in response to customized orders.
job shop
Mazda once included a solar powered ventilation system on its cars. A solar panel on the roof powered a pair of fans near the trunk, which automatically turned on when the temperature in the car reached 90 degrees. Because customers were not willing to pay for this benefit and did not complain when it was no longer available, Mazda discontinued it. This is an example of:
lean manufacturing
Bart Pietz works as a paramedic. Because he has just worked a plane crash and has been 20 hours without rest, he is extremely sleepy. Pietz needs to satisfy his _____ need.
physiological
At Children's Hospital in Denver, good attendance is encouraged by recognizing staff members who have not missed work in the previous three months. At three-month intervals, at staff meetings, the names of those who have not missed work that quarter are announced. These employees are given ribbons of excellence, perfect attendance pins, prizes, tote bags, alarm clocks, gift certificates or movie tickets. As an added incentive, the person with the longest record of perfect attendance is allowed to choose first from the list of "gifts." This is an example of how _____ are used in association with the ______ theory.
rewards; reinforcement
A manufacturing company in which industrial engineers have maximized efficiency by determining the best way to perform every task from tightening a bolt to operating a forklift would be illustrative of:
scientific management
Which of the following is NOT a characteristic of an intermittent process?
standardized products
In Herzberg's model, which of the following would be an example of a hygiene factor?
supervision
Safeway Stores has installed dashboard computers in their trucks to monitor the delivery truck drivers as they work their routes. Safeway is checking on drivers to make sure they are working. This mistrust of employees derives from trust in the veracity of:
the Theory X style of management
Human resources managers have yet to find any use for Maslow's hierarchy of needs.
False
In Herzberg's model, potential job dissatisfiers are called hygiene factors.
True
Companies that are trying to lower employee absenteeism are:
doing all of the above
The reason that Castle and Cooke processes and packages Dole pineapple products in Hawaii is more than likely because of low energy costs.
False
All the accounting personnel at a large construction company work 10 hour days Monday through Thursday and then get a three-day weekend. This construction company permits _____ for its accounting department.
a compressed work week
A company that is experimenting with flextime, telecommuting, and job sharing is interested in:
work-scheduling options needed to retain quality employees
According to the Hawthorne effect,:
workers respond to being paid attention to
When faced with an employee performance problem, managers tend to experience two primary emotions: anxiety and anger; anxiety, because the situation often leads to conflict, and anger because the manager realizes, "I did not create this problem. The employee did." No matter how well an attendance policy is written, there are those who will abuse it or push the limits. _____ theory can be used to acknowledge positive behavior with rewards and encourage others to improve their sub-par performance.
Reinforcement
Scientific management is based on economic incentives and the premise that there is "one best way" to perform any job.
True
_____ is a computerized resource planning system that includes information about the firm's suppliers and customers as well as data generated internally.
Enterprise resource planning (ERP)
A manufacturer that uses the intermittent process to produce special customer orders is called a:
job shop
In a typical set-up, American companies will employ Chinese firms to enter handwritten cards into electronic databases, but the English skills of the Chinese can only take them so far with sloppy American handwriting. Then the Chinese (or sometimes the American companies) hire Lakota Express, a company that uses Native Americans who live on a reservation in South Dakota to pick up the slack and to vet the often imperfect work. What kind of work does Lakota Express do?
outsourcing
Elton Mayo, America's first industrial psychologist, was responsible for formulating:
the explanation of the Hawthorne effect
