bm

Which phrase summarizes the overall purpose of employee orientation?

"Starting off on the right foot."

How can hiring and firing present conflicts of interest for HR managers?

. HR managers may feel pressured to hire friends and family members over strangers.

Which factor could legitimately be used as the basis for prioritizing work responsibilities?

. Importance of the work

Directing is pervasive, which means that it:

. happens at every level of the organization.

Human resources are a company's most important resources because:

. they control all other company resources.

Which of the following is an example of an activity associated with the directing function of management?

A manager disciplines an employee for inappropriate behavior in the workplace.

Which of the following examples best illustrates the creative aspect of directing?

A manager instructs employees to develop a new website.

Which of the following examples best illustrates the creative aspect of directing:

A manger instructs employees to develop a new website

Which of the following statements is true about customer relationship management (CRM)?

A primary goal of CRM is to maximize the long-term value of customer relationships.

Which of the following is an example of a project that enhanced an existing product:

A software update for your computer

Which of the following is an example of a project that enhanced an existing product?

A software update for your computer

Which of the following examples best depicts the directing function:

A supervisor tells her team the tasks they need to complete

Which of the following job titles is considered an office management career:

Administrative assistant

What is an important aspect of a customer-centric business?

Aligning business activities with customer needs

Which of the following tasks are business analytics employees often responsible for:

Aligning business and IT goals

Larissa tells her employees to spend one-third of their time on sales reports, one-third on answering emails, and one-third on generating new leads. This is an example of which step of the organizing process?

Allocate resources

Which of the following is a true statement regarding project managers:

Anyone with the right skills can be a project manager.

Which of the following tasks would a manager complete when organizing:

Arranging an office space

Which of the following tasks would a manager complete when organizing?

Arranging an office space

What should help business people adapt their communication styles to appeal to clients from other cultures?

Being patient, flexible, and empathetic.

Which of the following statements about first-line management is true:

Businesses typically hire their first-line managers from inside the company.

Which of the following terms refers to the flow of authority within an organization:

Chain of command

Which of the following are examples of first-line management job titles:

Collections supervisor, crew chief, and production supervisor

What must managers be able to do if they want employees to understand the business's goals and be productive?

Communicate clearly

Thomas is listening to his employees' ideas about how to improve their time management. What directing activity is Thomas engaging in?

Communicating

When a business is successful in carrying out its brand promise, it provides its customers with?

Consistent experiences

Which of the following is a true statement regarding customer complaints

Customer complaints can benefit employees and businesses.

Which is an activity associated with the organizing function of management?

Determining the division of labor

What should employees do to maintain a customer-service mindset?

Devote their full attention to customers.

Which of the following is a reason a customer might complain about a business:

Difficulty reaching someone who can help

Which of the following statements about directing is true:

Directing is considered the "heart" of management

Which of the following are examples of middle-management job titles:

District manager, department head, and regional sales manager

Textronics, Inc. manufactures and sells its computer chips in six countries. It employs over 8,000 people worldwide. Which organizational structure makes the most sense for Textronics, Inc.?

Divisional

Which of the following is a true statement about company policy:

Employees don't necessarily make policies, but they need to follow them.

What happens if managers do not coordinate individual employees' work and effort?

Employees duplicate tasks and are not efficient

What happens if managers do not coordinate individual employees' work and effort?

Employees duplicate tasks and are not efficient.

Why is leadership an important aspect of directing?

Employees follow direction when they respect managers as leaders.

In which stage of project management does the actual work of the project take place?

Execution

Heather manages the children's clothing department at a large department store. Which type of business management and administration career does she have?

General Management

Which of the following business trends affects HR management?

Globalization

Which is an example of an ethical dilemma that human-resources managers may encounter?

Hiring a friend and family member

What is an important question that a manager must consider when hiring a new employee?

How will the company compensate this worker?

Many business management and administration (BMA) careers involve dealing with employees, customers, or vendors, but which type of BMA career is all about people?

Human resources management

Shawna is in charge of helping her company achieve its goals through the proper hiring and use of employees. Which type of business management and administration career does Shawna have?

Human resources management

Which of the following is a common source of product complaints:

Improper labeling

Which of the following is a benefit of using project management software:

Improved efficiency

Which of the following is a benefit of the division of labor:

Increased efficiency

Which of the following is an effect of overstaffing:

Inefficiency

What should you do to determine whether a customer's complaint is justified?

Investigate the problem

Which of the following employees has a human resources management career:

Iris is in charge of orienting new employees and preparing them to do their jobs.

Which of the following is an advantage of using the divisional organizational structure:

It can create better customer experiences.

Which of the following is an advantage of using the divisional organizational structure?

It can create better customer experiences.

Under what circumstances would a company adopt a matrix organizational structure?

It frequently uses cross-functional teams.

Why is directing an important management function in business?

It helps clarify the employee's role in the business.

How does having a customer-service mindset benefit a business's employees?

It helps employees advance in their careers.

Which of the following is a benefit of using the functional organizational structure:

It reduces the duplication of certain activities.

Which of the following is a disadvantage of the matrix organizational structure

It violates the unity of command principle.

A customer asks a salesperson about a specific advertisement in last Sunday's newspaper. Which of the following would help the salesperson to assist the customer?

Knowledge of the products being promoted.

Which of the following employees has a supply chain management career:

Lena is in charge of demand forecasting.

What should salespeople do when they must cope with customers who are being disagreeable?

Listen patiently and try to stay calm.

What will probably happen to a business if it continuously fails to deliver on its brand promise?

Lose credibility

What is a cost associated with customer complaints?

Loss of sales

Which of the following is a potential cost of customer complaints:

Loss of sales

An irate business customer yells at you because of a billing error. What should you do to demonstrate a customer-service mindset in the following situation?

Make sure the mistake is corrected.

When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing?

Making a brand promise.

What is a factor that affects a business's selection of policies to guide its operations?

Nature of the business.

Which of the following is a primary staffing consideration when a manager decides to hire a new employee?

Necessary skills

Which of the following has a direct impact on a manager's span of control?

Number of subordinates

What are business people who fail to adapt their communication styles to appeal to their international clients likely to do?

Offend the clients

Completing an employee's insurance and tax paperwork is part of which staffing task?

Onboarding

Dara is in charge of quality control at her company. Which type of business management and administration career does she have?

Operations management

Which of the following is an indicator that human resources needs may change:

Organizational growth

What component of customer relationship management often "makes or breaks" a business's program?

People

Which of the following are examples of top-level management job titles:

President, senior vice president, and chief executive officer

Which of the following would be the most likely cause of customer complaints?

Product quality

Which of the following are the three major areas of customer complaints:

Product, personnel, and the business

Which of the following are the three major areas of customer complaints?

Product, personnel, and the business.

Which of the following skills can an employee use to uncover the hidden reason for a customer's complaint:

Questioning

What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint?

Restate the complaint.

Which of the following is a true statement regarding a project champion:

S/He can mobilize the necessary resources to get the project done.

Which type of customer relationship management software would be most appropriate for a company that is looking for a more efficient way to track leads, prospects, and customers?

Sales force automation technology

Which of the following employees has an operations management career:

Samuel manages his company's call center.

Which principle of organizational design states that authority should flow in a clear, unbroken line from the top of an organization to the bottom?

Scalar principle

How can managers coordinate employees' activities?

Share organizational charts with them.

Which of the following documents is drafted in the initiation stage of project management:

Statement of work

Which of the following types of information does a company need customer input to obtain:

Suggestions for new products

What are the three primary characteristics of an effective control system in a business?

Suitable, understandable, and timely

Cameron supervises the transportation, storage, and handling of his company's products. Which type of business management and administration career does Cameron have?

Supply chain management

Which of the following is a disadvantage of using the divisional organizational structure:

Support staff may not have a permanent "home."

What kind of customer would ask "If I buy this product, how can I be sure it will do what you say it will"?

Suspicious

Tom is meeting with a wealthy entrepreneur from Argentina in a few weeks. Tom admits that he does not know much about Argentina's culture and customs. What advice would best help Tom prepare for his meeting?

Tell Tom not to worry about language barriers and social differences because most Argentinians are familiar with the American customs.

Which is a situation that demonstrates the use of technology to recruit employees?

The TRN Company posts its current job openings on its website.

Which of the following situations could result in a product complaint: Correct!

The customer's purchase was missing a part.

Which of the following is a factor that affects a business's selection of policies to guide its operations?

The nature of the business.

Which of the following is a benefit of customer relationship management:

The opportunity to create targeted marketing campaigns

Why do top-level managers usually receive high salaries?

Their decisions affect the entire company.

Which of the following is a reason that the role of HR management is changing?

There is greater diversity in the workforce.

Which of the following is a true statement about human resources needs:

They are always changing.

Where can you find business management and administration careers?

They are found in every type of business.

Which of the following is a true statement about projects:

They are short-term undertakings.

How does organizing provide a sense of security for employees?

They know exactly what is expected of them.

Which of the following is the main purpose of management:

To accomplish the business's goals

Which of the following is the main purpose of management?

To accomplish the business's goals

Why should managers know how to do the work of the workers they supervise?

To have realistic expectations for workers

What is one of the purposes of having business policies?

To make sure the business's actions are consistent.

Why do all businesses need financial resources?

To pay operating expenses

Which of the following is an important function of mid-level management:

To serve as a link between top-level and first-line management

Which of the following is an important function of mid-level management?

To serve as a link between top-level and first-line management

Which of the following is an example of human resources management?

Tony explains the company's policies to a new employee during orientation.

Which task in the staffing process ensures that employees are knowledgeable and productive?

Training and developing

Which of the following is a common customer relationship management practice:

Training employees

Which of the following is an example of a manager directing the company's resources efficiently:

Tyrell tells Diane to use a part of her budget on a new ad campaign

Which of the following is a common way for customers to express their complaints:

Verbally

Salespeople who are well informed about the brands, sizes, and styles of goods that the business offers can easily answer which of the following customer questions?

What merchandise is carried by the business?

Which of the following documents is drafted in the planning stage of project management:

Work breakdown structure

Are non-complainers a more difficult problem for businesses than complainers?

Yes, because the salesperson does not have an opportunity to handle the complaint.

Marla and her fellow managers at the Frisco Corporation have determined that rearranging their human resources could increase the company's efficiency. This human resources change is most likely the result of

a need for process improvement.

Brianna works for a marketing agency, and she is skilled at graphic design. She spends all of her time creating graphics, rather than working on any other aspects of the marketing campaign. Brianna is

a specialized worker.

An important purpose of management is to ___________________ the business.

achieve the objectives of

When Andrew helps Mrs. Green select a product, he summarizes Mrs. Green's request in his own words to clarify his understanding. Andrew is engaging in:

active listening

When a hurricane interrupted a business's new product development, the project team had a plan for getting things back on track. This is an example of how project management

allows employees to adapt to risk.

In which stage of project management is the product delivered

closed

A well-prepared new employee orientation program should

communicate the employer's philosophy and expectations.

An hourly wage or a yearly salary is a form of

compensation.

Emphasizing customer service can help a business to be:

competitive

A small-business manager who considers how a one-person reduction in office staff could impact the rest of his/her company is demonstrating

conceptual skills.

The staffing function is different from the organizing function because staffing is:

continuous

When a business evaluates its business processes to make them more efficient and effective, it can improve its relationships with customers. This process is called

continuous improvement.

The staffing function is different from the organizing function because staffing is

continuous.

A manager evaluates the production output of a department by checking it against the production goals for that time period. This is an example of the ______________ function of management.

controlling

When a business communicates customer-centric values and ideals to its employees on a consistent basis, it is developing its

corporate culture.

An organization's "personality" is also referred to as its

culture

A workload analysis assesses

current and future human resources needs.

Handling customer complaints appropriately can create

customer goodwill.

Customer relationship management increases sales and profits by increasing

customer loyalty.

A banking institution is well-suited for a divisional organizational structure broken down by

customer type.

Nathan is a project manager in charge of four other employees. He has divided up responsibilities and assigned them to specific team members to work on. This is known as

delegation.

A company has a goal to launch a new product. After setting this goal, company management needs to

determine the work needed to accomplish it.

The first task in the HR management activity of staffing is:

determining need

When managers are grouping related tasks into departments or teams, they are

determining the organizational structure.

A business's organizational structure can sometimes have a negative effect on customer relationship management because

different departments have different methods.

Which management function is described in the following situation: James Crane has created a team atmosphere among the members of his sales department. When the team exceeded their monthly sales goal, James rewarded them with a celebratory dinner out and a five-percent bonus.

directing

When a marketing manager goes on vacation, the marketing staff does not know what tasks to do and does not feel like it can work ahead on anything. This example illustrates that

directing is the starting point of action

A complaint is any expression of

dissatisfaction.

At a hair salon, one employee washes customers' hair, another employee cuts it, and another dries and styles it. This allows the employees to make the most efficient use of their time and illustrates an organizational principle known as

division of labor.

A business's human resources needs may change if it begins to require new types of skills and experience. This occurs frequently because the business world is

dynamic.

Which of the following do many businesses believe to be their most important resource:

employee

Which of the following do many businesses believe to be their most important resource?

employees

A chain of command must have unity of command, which means that

employees should only report to one supervisor.

Yabbie's BBQ just hired several new staff members, so it decides to increase the number of managers working at once. This is an example of how

employees' competence affects organizing decisions.

The most important factor in carrying out brand promise is:

employees.

Nick is the CEO of a business. The vice presidents of marketing, product development, finance, and operations all report to him, and they each have their own teams made up of several employees. This is a __________ structure.

functional

Department manager, small business manager, and regional manager are __________ positions.

general management

One of the purposes of providing orientation for new employees is to:

get the employees off to a good start.

Rules and regulations for keeping a project on track are known as

governance mechanisms.

Directing is pervasive, which means that it

happens at every level of the organization

An organization with a wide span of control usually

has a lack of middle managers.

An important reason for having business policies is that policies:

help employees to make consistent decisions.

Rita enjoys routine, so her manager gives her the same tasks every week. Therefore, Rita is satisfied with her job and wants to perform at a high level. Rita's manager is motivating her based on

her need for stability

Benefits administrator, labor relations manager, and compensation analyst are __________ positions.

human resources management

By accurately explaining the company's policies to customers, salespeople often are able to avoid misunderstandings with customers and improve the company's:

image

One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to:

implement a comprehensive customer privacy policy.

Which of the following is a benefit of using project management software?

improved efficiency

A manager studies the business's previous sales statistics as well as the sales forecast before making purchasing decisions. What type of resource is the manager using?

information

Which of the following is an example of a manager directing the company's resources efficiently:

initiates changes smoothly

A primary activity of the directing function of management is:

initiating action.

Because of a business's organizational design, its employees are able to work together to come up with a brand-new product. The business's employees are engaged in

innovation.

One activity associated with the directing function of management is:

instructing employees

After restating a customer's complaint, the employee should

investigate the problem.

Managers must create explanations of the responsibilities and tasks associated with each work position. These are known as

job descriptions.

The direct benefit that a business receives when its salespeople can answer customers' inquiries is that:

knowledgeable salespeople are more likely to make sales.

The amount of teamwork included in an organizational design is often referred to as

lateral relations.

Spending a lot of time on customer complaints can cause a business to be

less efficient.

Mason is the vice president of marketing at his company. He directly supervises everyone who works in the department. Mason has __________ authority.

line

The first step in handling customer complaints is

listening to the customer.

Employees who are in contact with customers can reinforce the company's service orientation by dressing professionally and:

maintaining a positive attitude.

Sometimes, "false" product complaints can occur when a customer

makes the wrong buying decision.

A customer complained about the new toaster she had purchased because, even on the lowest setting, it burned the toast. This kind of complaint is caused by the

manufacturer.

Efficient resource use is an advantage of the __________ organizational structure.

matrix

The saying "form follows function" indicates that organizational design must fit with organizational

objectives.

"Administrative services" is a term sometimes used to refer to

office management.

In the modern business world, a growing number of interactions between businesses and customers are taking place

online

Kemper Corporation continuously updates the firewalls on its web site to protect its customers' personal information from theft. Kemper's action helps build trust with its customers in relation to:

online security.

Chief operations officer, process improvement specialist, and call center supervisor are __________ positions.

operations management

Jill's company just took on a new project, and she knows that she needs to decide which staff members will be in charge of each aspect of the project. Jill is

organizing

Which of the following is an element of any project:

outcome

Businesses use organizational design to structure their

people, information, and technology.

Avery, who manages a silk-screening and embroidery business, has set a goal of increasing sales by 15% in the next six months. To reach his goal, he has increased the business's advertising budget. This is an example of the ______________ function of management.

planning

In which stage of project management does risk analysis take place?

planning

Whenever clients arrive at the Skin Solutions Dermatology office, the receptionists struggle to find their records. Clients fill out multiple forms with the same information, and they wait a long time to be seen by a doctor. Skin Solutions is losing a lot of patients quickly. This is an example of how Correct!

poor organizing damages a company's reputation.

One way for employees to demonstrate a service orientation to customers is to reinforce verbal communication with:

positive body language.

Which of the following is no longer a consideration in customers' buying decisions for many products:

price

A manufacturing company is well-suited for a divisional organizational structure broken down by

process

A project is officially authorized to begin by the

project charter.

When a project's scope slowly gets bigger and bigger, it creates a challenge for project managers known as

project creep.

One way to show respect for foreign clients' cultural and social differences is to:

pronounce their names correctly.

A business's brand promise is what the business intends to:

provide the customer.

One reason why many small businesses develop an organizational design that requires a board of directors is because a board usually?

provides experience that increases the business's credibility.

A business's human resources department is responsible for coordinating the ____ for employees.

purchase orders

Having clear customer relationship management goals before putting a program into place helps businesses to avoid

purchasing irrelevant technology.

A manager worked to streamline the production process and was able to save the company several thousands of dollars. This is an example of how organizing

reduces waste and improves efficiency.

Negative "word of mouth" advertising due to unresolved customer complaints can cost a business its

reputation.

When managers are building group dynamics, they are also often

resolving conflict

As employees go about their daily activities, their actions should be driven by whether the actions will:

result in customer satisfaction.

As a manager, Pablo is taking steps to correct a problem that is affecting the business's productivity. Which of the following types of control is Pablo using?

rework

Which of the following is a common source of complaints about personnel:

rudeness

What project-management activity involves determining when project tasks should be performed?

scheduling

The project manager controls what the project will and will not do, known as the project's

scope

None of the other managerial functions can be carried out effectively without staffing because:

staffing supplies the human resources needed for management.

When HR management executives participate in a company's long-range planning efforts, they are taking part in

strategic management.

Fulfillment manager, import/export analyst, and inventory planner are _________ positions.

supply chain management

The last step in handling a customer complaint appropriately is

taking action

A manager who helps an employee count the money in a cash drawer and prepare a bank deposit is demonstrating

technical skills.

Many people make the mistake of thinking that customer relationship management refers solely to

technology

Employees often find that it is difficult for complaining customers to remain angry when they

thank the customer for pointing out the problem.

Most businesses provide employee orientation as soon as new employees report for work because:

that is when employees are anxious to learn.

A well-planned organizational design helps a business to better compete because

the business is more productive.

The main difference between customer relationship management and customer experience management is that CRM focuses on

the business itself.

A customer tries to pay with credit card, but the employee tells him, "I'm sorry, sir. We only accept cash." This situation is likely to generate a complaint about

the business.

A workforce analysis assesses

the human resources that are available.

In the modern business world, a growing number of interactions between businesses and customers are taking place:

the internet

Staffing is important because human resources are

the organization's most valuable assets.

Motivation can best be thought of as

the reason you do the things you do

The three common constraints on a project are scope, budget, and

time

Jon is always telling Petra what to do, but Petra doesn't know whether or not Jon is her superior. Petra's company needs

to implement the scalar principle.

Customers tend to look at a business as a whole despite the number of __________ they experience.

touch points

In the past, customer relationship management was used mainly as a way to

track customer information.

Businesses often ask a new employee's coworkers to help __________ the new employee.

train

Melanie is showing a group of new employees how to perform work-related tasks. What staffing activity is Melanie performing?

training

When a human resources department uses interactive computer simulations to help employees learn how to do their jobs, it is using technology for _____________________ purposes.

training

Businesses develop policies to help employees deal with customers the same way in similar situations so that employees will:

treat customers fairly.

The role of ethics in human resources management involves:

treating all employees fairly.

Mark is unhappy with the way his new shirt wrinkles, and he shows it to the salesperson. Mark's complaint is an example of a

true complaint.

A business creates an organizational design in which no employee has to report to more than one manager at a time. This is following an organizational principle called

unity of command.

An important aspect of using technology in customer relationship management involves:

updating customer information in the computer database.

Employees in office management often

use it as an entry point into other business careers.

When the hybrid vehicle was introduced, it was an example of a project that

used entirely new technology.

Managers hope to increase sales by 10 percent this year as part of their overall effort to become #1 in the industry. This effort will affect human resources and is part of the organization's

vision

Salespeople sometimes have difficulty meeting the needs of customers who:

voice their opinions in a loud manner.

A main goal of customer experience management is creating

word-of-mouth promotion

Which of the following examples best depicts the directing function?

A supervisor tells her team the tasks they need to complete.

Which of the following statements about first-line management is true?

Businesses typically hire their first-line managers from inside the company.

Which of the following is a common way for a divisional organizational structure to be broken down:

By territory

Which of the following employees has a general management career:

Calista manages a small business.

Which of the following describes the functional organizational structure:

It includes traditional departments, such as sales and marketing.

Which of the following statements is true about project management?

It involves the coordination of multiple activities.

Which of the following describes the matrix organizational structure:

It is a combination of two other organizational structures.

Which of the following is a true statement about the matrix organizational structure:

It is useful for most types of organizations.

Which is an example of an employee reinforcing a firm's image through his/her job performance?

Jack politely asks if his customer would like a beverage while she/he waits for car service.

Who is normally responsible for purchasing the proper material resources for workers to use in doing their jobs?

Middle managers

What management function is being described in the following situation: David Thomas, a top-level manager, identifies jobs to be performed, assigns responsibility for them, establishes departments to handle the jobs, and determines how many and which employees mid-level managers will supervise.

Organizing

Projects are different from business operations because business operations

are permanent

Projects are different from business operations because business operations

are permanent.

Customers who seem to disagree, question, or look for error in almost everything and everybody are __________ customers.

argumentative

The first step in handling customer complaints is to:

ask the customer to be brief.

In management, a primary organizing activity is?

assigning responsibility.

Mitch's boss placed him in charge of shipping at his company. Whenever anyone wants to ship a package, they need his approval and oversight. Mitch has

authority.

Functional specialist, data scientist, and business process manager are __________ positions.

business analytics

"Business information management" is a term sometimes used to refer to

business analytics.

"Business information management" is a term sometimes used to refer to as?

business analytics.

A business improves its technology so it can better meet customer wants and needs. This results from a business activity known as

business process management.

Customer complaints can affect a salesperson by

causing her/him to lose commission.

Every project creates a(n)

deliverable.

When developing a human resources management strategy, managers

determine how to bridge gaps between HR needs and available HR.

Coordinating business activities is an important aspect of the organizing function of management because it

establishes clear relationships among the company's resources.

An important aspect of the organizing function of management involves which activity?

establishing levels of authority.

Our economy has shifted from a service economy to a(n) __________ economy.

experience

A company posts checklists near equipment to help employees follow the proper guidelines when operating machinery. This is a form of __________ control.

feedforward

The key to recruiting is

finding the right number of applicants.

Which of the following is an effect of over staffing?

inefficiency

A plant manager, or a department head, would be an example of which level of management?

middle

Customer relationship management can help a business to identify its

most valuable customers.

Brynn manages employees who are new on the job and need quite a bit of supervision. Therefore, she can only supervise a few employees at once. Brynn's span of control is

narrow

Staffing is one of the five functions of management, along with

planning

A general rule that employees should follow is called a

policy.

Gloria, an employee at a party-supply store, has encountered an unhappy customer. She has a step-by-step process she'll follow to deal with the situation. This process is known as a

procedure

A manager's team consistently hits sales targets and exceeds profit goals. The manager knows that s/he is a good director by examining

quantity standards

A manager's team consistently hits sales targets and exceeds profit goals. The manager knows that s/he is a good director by examining:

quantity standards.

The part of staffing that involves seeking out and attracting qualified potential job candidates is called:

recruiting

Which of the following is a benefit to businesses of orienting new employees?

reduces turnover

None of the other managerial functions can be carried out effectively without staffing because

staffing supplies the human resources needed for management.

Which of the following is a characteristic of human resources management?

working with people

Which of the following is an advantage of the matrix organizational structure:

It makes good use of organizational resources.

Organizing can help companies handle issues with __________ so employees know to whom to report and who is responsible for what.

authority

Three primary factors that affect the organizational structure of a business include interpersonal relationships, tasks, and _______

authority

An organization will likely consider its purpose for existing when developing an appropriate human resources management strategy. This purpose is referred to as the organization's

mission.

The project manager controls what the project will and will not do, known as the project's?

scope

To control various business activities in an effective manner, managers must first:

set appropriate standards.

One of the most important aspects of project management involves _____

setting goals

The number of levels of management that a business needs usually depends on the:

size of the business

What kind of customer would make the following statement: "I just don't know which of these my girlfriend would like best. I had better come back at another time."?

slow

Keri works as a public relations consultant for a large corporation. She reviews issues and makes recommendations to managers. Keri has __________ authority.

staff

What management function involves identifying qualified candidates to perform the business's work?

staffing

Which management function is described in the following situation: Christy Chen determines the type of workers she needs, locates qualified applicants, selects those to be hired, and assigns the new hires to a work area.

staffing

Which of the following is an example of a customer relationship management initiative:

A "frequent-shopper" program

Steve manages employees who are highly skilled and need little supervision. Therefore, he can supervise quite a few employees at once. Steve's span of control is

wide.

The MSB Company provides its customers with critical or time-sensitive product information by sending them alerts or messages through their cellular phones. What form of technology is MSB using as an element of customer relationship management?

wireless