Mgmt 309 exam 2

Unlike a centralized organization, decision-making power and authority in a decentralized organization are: a. delegated as far down the chain of command as possible. b. distributed equally among all managers. c. given to the most senior employees in the organization. d. retained at the higher levels of management.

a) delegated as far down the chain of command as possible

Robin is organizing the 25th anniversary celebrations of his company. He gives his secretary, Jill, the responsibility of distributing invitations to important clients. Robin allows Jill to access necessary contact information from the company's database. Jill enthusiastically accepts the responsibility and immediately gets to work. This is an example of _____. a. delegation b. job rotation c. product departmentalization d. centralization

a) delegation

Michael, a manager of a company, has assigned a supervisor to each of the work groups across all departments. Michael has taken the responsibility of coordinating between the supervisors to track their progress. In this scenario, Michael is _____. a. developing an organizational structure. b. evaluating the success of his own professional goals. c. redefining the mission statement. d. setting an organizational goal

a) developing an organizational structure

select the dimension of quality that this service value addresses: I am proud of my professional appearance, language, and behavior.

aesthetics

tactical plans (1-5 years)

aimed at achieving tactical goals 1) upper & middle managers 2) shorter time frame than strategic goals, more specific focus (actually getting things done)

_____ is power that has been legitimized by an organization. a. Specialization b. Coordination c. Delegation d. Authority

d) Authority

Characteristics of the "Prospector Strategy" defined by Miles & Snow

innovative, growth oriented, encourages risk, searches for new opportunities -ex amazon, 3M, Apple

characteristics of a cash cow in BCG Matrix

large shares or market and not expected to grow substantially -generates high profits organizations should use to support question marks and stars *Cash cows are "milked" for cash to support businesses in markets that have a greater growth potential

Steps in contingency planning

1) develop plan considering events 2)implement plan, identifying contingency events 3) specify indicators for contingency and plan for events 4) complete plan or contingency plan

Short range action plan vs short range reaction plan

Action plan: -operationalizes any other kind of plan -coordinates actual given changes Reaction plan: -allows companies to react to unforeseen circumstances

_____ is the process of systematically retaining power and authority in the hands of higher-level managers. a. Job enlargement b. Centralization c. Decentralization d. Job enrichment

B) centralization

Overcoming the barriers to formal goal setting

Communication & participation Consistency, revision and updating 1) horizontal consistency --> consistent across organization, one department to the next 2) Vertical Consistency --> consistent up and down the organization (strategies, tactics, operations in sync) Effective reward system

Barriers to goal stetting & planning

Inappropriate goals improper reward system dynamic & complex environment Reluctance to establish goals Resistance to change Constraints (eg. limit what organization can do and lack of resources)

Responsibilities for planning: Planning staff Planning task force Board of directors CEO Executive committee line management

Planning staff -coordinate planning activities, permanent -reduce workload for individual managers Planning task force - temporary, addresses special circumstances Board of Directors - corporate mission and strategy -can take active role in planning process CEO -most important single person in planning process Executive committee -group of top executives - provide input to CEO and confront specific tasks Line Management - formal authority and responsibility for management of organization - valuable source of inside information -execute plans developed by top management

Pro's and Con's of Formal Goal Setting

Pros: -improved employee motivation - enhanced communication Cons: - can fail due to poor implementation - lack of top management support

operational planning: Single Use Plans vs Standing Plans

Single Use plans: - carry out a course of action unlikely to be repeated 1) Programs --> single use plan for large set of activities 2) Project: --> single use plan of less scope and complexity than a program Standing Plans: -Used for activities that regularly occur over a period 1) Policies--> general form of standing plan 2) standard operating procedure--> more specific than a policy, steps to follow in particular circumstances 3) Rules & Regulations: narrowest of standing plans, exactly how specific activities are to be handled

_____, a dimension of quality, refers to the degree to which a product's design and operating characteristics meet established standards. a. Conformance b. Performance c. Serviceability d. Durability

a) Conformance

_____ in organizations is a primary source of need satisfaction for many people a. Interpersonal relations b. Adequate office supplies c. Organizational skills d. Individual skills

a) Interpersonal relations

Unit and individual productivity refers to the productivity achieved by: a. a department within an organization. b. an individual company. c. a country. d. all the firms in a particular industry.

a) a department within an organization

_____ is the degree to which managerial positions are concentrated in staff positions. a. Administrative intensity b. Delegation c. Departmentalization d. Job specialization

a) administrative intensity

_____ refers to the amount of products, services, or both that can be produced by an organization. a. Capacity b. Serviceability c. Margin d. Layout

a) capacity

A _____ occurs when one person communicates messages to many others. a. gossip chain b. cluster chain c. probability chain d. single chain

a) gossip chain

Which of the following is true of the product-service mix? a. It is determining how many and what kinds of products or services to offer. b. It is transforming resources into an intangible output. c. It is creating time or place utility for customers. d. It is choosing the amount of products and services that can be produced by an organization.

a) it is determining how many and what kinds of products or services to offer

Which of the following is true of company productivity? a. It is the level of productivity achieved by an individual enterprise. b. It is how well an organization uses all of its resources. c. It is the total level of productivity achieved by a country. d. It is the total productivity achieved by all the firms in a particular industry.

a) it is the level of productivity achieved by an individual enterprise

Which of the following is true of the just-in-time method? a. It reduces an organization's investment in storage space for raw materials. b. It is used for creating a few very large and complex products. c. It centralizes each type of conversion task in a single workstation or department. d. It is concerned with buying the materials and resources needed to create products and services.

a) it reduces an organizations investment in storage space for raw materials

Which of the following is true of the job characteristics approach? a. It takes into account the work system and employee preferences. b. It is a method of job specialization. c. It suggests that low growth-need strength leads to higher employee motivation. d. It involves systematically moving employees from one job to another.

a) it takes into account the work system and employee preferences

A _____ is a position in the direct chain of command that is responsible for the achievement of an organization's goals. a. line position b. matrix position c. staff position d. divisional position

a) line position

_____ is any substantive modification to some part of the organization. a. Organization change b. Organization structuring c. Organization investment d. Organization planning

a) organization change

_____ is deciding how best to group organizational elements. a. Organizing b. Assimilating c. Marketing d. Authorizing

a) organizing

_____ is an economic measure of efficiency that summarizes the value of outputs relative to the value of the inputs used to create them. a. Productivity b. Serviceability c. Benchmarking d. Outsourcing

a) productivity

A _____ transforms resources into an intangible output and creates time or place utility for its customers. a. service organization b. manufacturing organization c. production firm d. conglomerate

a) service organization

____ is the process of managing operations control, resource acquisition, and inventory so as to improve overall efficiency and effectiveness. a. Supply chain management b. Product-service mix c. Flexible manufacturing system d. Just-in-time management

a) supply chain management

The planning committee of a school has a meeting concerning its annual sports event. It decides to temporarily form a committee comprising one representative from each grade. The responsibility of these representatives will be to coordinate different activities in sports for their grades in accordance with certain school guidelines. The committee of representatives used to maintain coordination is an example of a(n) _____. a. task force b. managerial liaison c. managerial hierarchy d. integrating department

a) task force

Amy, a human resource (HR) manager of a consultancy firm, assigns the task of narrowing down potential candidates from online job portals to her subordinate. She assigns the responsibility of conducting telephone interviews to another subordinate. Which of the following basic functions of organizational structuring is Amy performing? a. Evaluating results of strategies b. Distributing authority among jobs c. Grouping jobs d. Setting organizational goals

b) distributing authority among jobs

_____ is the process of sending a message in such a way that the message received is as close in meaning as possible to the message intended. a. Nonverbal communication b. Effective communication c. Upward communication d. Vertical communication

b) effective communication

A manager wants a permanent record of his exchange with an employee. He also needs time to collect and assimilate relevant information before it is transmitted. He should communicate through a(n) _____. a. telephone call b. e-mail c. group discussion d. face-to-face conversation

b) email

he purpose of work-in-process inventories is to _____. a. provide the materials needed to make a product b. enable overall production to be divided into stages of manageable size c. provide ready supply of products on customer demand and enable long, efficient production runs d. distribute products to customers

b) enable overall production to be divided into stages of manageable size

Which of the following is true of a process layout? a. Its major drawback is that it can create only one range of products. b. It centralizes each type of conversion task in a single workstation or department. c. It is used for creating a few very large and complex products. d. Its setup of conversion tasks is identical to product layouts.

b) it centralizes each type of conversion task in a single workstation or department

Which of the following is the importance of operations management? a. It increases the amount of work that can be done. b. It creates value and utility of one type or another, depending on the nature of the firm's products or services. c. It gathers information and compares it to preset standards. d. It makes a number of decisions for managers about products and services, starting with how many and what kinds to offer.

b) it creates value and utility of one type our another, depending on the nature of the firm's products or services

Which of the following is true of organizational structure? a. It defines the regulatory environment of an organization. b. It encompasses designing jobs in an organization. c. It explains the marketing strategies of an organization. d. It pertains to the external environment of an organization.

b) it encompasses designing jobs in an organization

Which of the following is a disadvantage of traditional forms of written communication? a. It is does not provide a permanent record of the exchange. b. It inhibits feedback and interchange. c. It is often disrupted by noise. d. It involves little or no preparation

b) it inhibits feedback and interchange

Which of the following is true of quality? a. It provides materials needed to make products. b. It is relevant for both products and services. c. It increases an organization's investment in storage space. d. It is the amount of products that can be produced by an organization.

b) it is relevant for both products and services

Which of the following is true of automation? a. It operates slowly and makes many errors. b. It relies on feedback, information, sensors, and a control mechanism. c. It adjusts machine settings to enhance the complexity and the flexibility of scheduling. d. It relies on computers to design or manufacture products.

b) it relies on feedback, information, sensors, and a control mechanism

Which of the following is true of computer-aided design? a. It is equivalent to computer-aided manufacturing. b. It simulates performance without the use of prototypes. c. It is the science and technology behind the construction of robots. d. It is equivalent to flexible manufacturing systems.

b) it stimulates performance without the use of prototypes

_____ is the physical positioning or geographic site of facilities and must be determined by the needs and requirements of an organization. a. Layout b. Location c. Margin d. Design

b) location

Ji-hun works at a manufacturing firm where he is in charge of the inventory for raw materials. The purpose of this inventory is to: a. distribute products to customers. b. provide materials needed to make products. c. enable long, efficient production runs. d. provide a ready supply of products on customer demand.

b) provide materials needed t customers

_____ are the parts of the automated system that gather information and compare it to preset standards. a. Robots b. Sensors c. Control mechanisms d. Flexible manufacturing systems

b) sensors

Touchcom Inc. is an organization that connects buyers and sellers of specialized electronic equipment. It does this via the Internet. Touchcom Inc. is a _____. a. manufacturing organization b. service organization c. resource organization d. product-service mix organization

b) service organization

Marina, the store manager of a store that sells women's shoes, decides to change the focus of the store to women's handbags. Following the Lewin model, which of the following should be Marina's first step? a. She should decide upon an appropriate strategy to change the focus of the store. b. She should explain to her subordinates the necessity to make the change. c. She should identify the need to change the focus of the store. d. She should reinforce and support the change

b) she should explain to her subordinates the necessity to make the change

Which of the following is an external force that drives an organization toward change? a. Workers' attitudes toward the organization b. Technological innovations in the market c. A demand by a firm's employees for higher compensation d. Human resource policies of the organization

b) technological innovations in the market

Aggregate productivity is: a. the level of productivity achieved by an individual company. b. the total level of productivity achieved by a country. c. the total productivity achieved by all the firms in a particular industry. d. the productivity achieved by a unit or department within an organization.

b) the total level of productivity achieved by a country

Which of the following is true of line managers? a. They hold informal or illegitimate positions in an organization. b. They work toward organizational goals. c. They are of two types, functional authority and advice authority. d. They provide expertise, advice, and support.

b) they work toward organizational goals

The second step of the communication process is to encode the meaning of the message into a form appropriate to the situation. The next step is to: a. decide the content of the message. b. transmit the message through an appropriate channel or medium. c. decode the message into a form that has meaning for the receiver. d. ensure that the message is received

b) transmit the message through an appropriate channel or medium

Latitia instructs all the employees of her organization to report to her directly. She asks them to send her individual end-of-day updates as well. Latitia incorporates the _____ as a component of chain of command in her organization. a. dispersion of command b. unity of command c. decentralization of command d. horizontal structure of command

b) unity of command

Maya is the project leader of a construction project. She assembles a group of employees to work with her on the project. The group collectively decides how specific jobs will be allocated to each of the members. In this scenario, Maya uses the job design method involving _____. a. the job characteristics approach b. work teams c. job specialization d. job enlargement

b) work teams

Unlike job enlargement, job enrichment involves: a. decreasing the responsibility an employee has toward a job. b. moving frequently from one job to another. c. increasing the control a worker has over a job. d. allowing an entire group to design a work system

c) increasing the control a worker has over a job

_____ focus specifically on acquiring and disseminating knowledge? a. Interpersonal roles b. Observational roles c. Information roles d. Decisional roles

c) information roles

Which of the following is an importance of productivity? a. It helps a product's design and operating characteristics to meet established standards. b. It partially measures the life of a product and a product's basic functioning characteristics. c. It partially determines people's standard of living within a particular country. d. It determines how a product looks, feels, tastes, and smells.

c) it partially determines peoples standard of living within a particular country

Which of the following is true of total factor productivity? a. It provides insights into how a change in different resource inputs affects productivity. b. It uses only one category of resource. c. It requires all inputs to be expressed in the same terms. d. It shows direct results of a specific managerial action

c) it requires all inputs to be expressed in the same terms

Organizational barriers to communication include: a. conflicting signals. b. poor listening skills. c. language differences. d. inconsistent signals.

c) language differences

_____ is a form of business that combines and transforms resources into tangible outcomes that are then sold to others. a. Hospitality b. Logistics c. Manufacturing d. Advertising

c) manufacturing

_____ is concerned with buying the materials and resources needed to produce products and services. a. Materials control b. Inventory management c. Purchasing management d. The just-in-time method

c) purchasing management

Which of the following steps should be taken to ensure effective communication? a. Present messages as raw facts and figures. b. Steer clear of following up on a message because it offends the receiver. c. Regulate information to avoid information overload. d. Use a one-way communication process if a message is complicated.

c) regulate information to avoid information overload

_____ is the set of processes and systems used by organizations to convert resources into products or services. a. Manufacturing b. Automation c. Technology d. Agrimation

c) technology

High-quality interpersonal relations are an important positive element in a workplace for people _____. a. with a sedentary lifestyle b. who do not work well with others c. with a strong need for affiliation d. who like to live in isolation

c) with a strong need for affiliation

operational plans ( 1 year or less)

carrying out tactical plan to accomplish operational goals 1) middle and lower level managers 2) short term focus, narrow in scope (small set of activities)

The starting point for total quality management (TQM) in an organization is: a. improving the quality of materials. b. new technology and automation. c. employee involvement. d. a strategic commitment by top management.

d) a strategic commitment by top management

The Malcom Baldrige award is given to firms that: a) rely on computers to design or manufacture products b) use the process of automation c) use resources very effectively d) achieve major quality improvements

d) achieve major quality improvements

_____ is the process of designing work so that it can be completely or almost completely performed by machines. a. Outsourcing b. Benchmarking c. Conformation d. Automation

d) automation

_____ is a form of nonverbal communication. a. Upward communication b. Cluster chain c. Grapevine d. Body language

d) body language

Minkolet, an accessory company, requires that all its employees, including sales personnel, accountants, human resource personnel, and research personnel, report to the Chief Executive Officer. All decisions are made by the Chief Executive Officer. The lower-level managers and the employees do not have a say in any of the decisions made. Minkolet is an example of a _____ organization. a. decentralized b. restructured c. tall d. centralized

d) centralized

The primary reason for delegation is to: a. determine an individual's work-related abilities. b. minimize competition among workers. c. prevent employees from getting bored. d. enable a manager to get more work done

d) enable a manager to get more work done

Reek Row, a local café, decreases the prices of its coffees. It does this in an attempt to encourage customers to choose its café over its competitor, a neighboring coffee shop that sells coffee at lower prices. This is an example of organization change due to a(n) _____. a. normative force b. internal force c. planned force d. external force

d) external force

_____ are the physical locations where products or services are created, stored, and distributed. a. Designs b. Margins c. Backgrounds d. Facilities

d) facilities

_____ is a physical configuration of facilities arranged around a single work area; used for the manufacture of large and complex products such as airplanes. a. Process layout b. Cellular layout c. Product layout d. Fixed-position layout

d) fixed-position layout

Which of the following is true of organizing? a. It encompasses planning annual goals of a firm. b. It reduces the overall efficiency of a firm. c. It applies exclusively to the top management of a firm. d. It involves deciding how to group elements in a firm

d) it involves deciding how to group elements in a firm

Which of the following is true of technology? a. It is only used by service organizations. b. It is the physical locations where products are created. c. It is the arrangement of equipment within facilities. d. It is used to convert resources into products.

d) it is used to convert resources into products

Which of the following is true of manufacturing? a. It does not require an organizational strategy. b. It creates time utility for its customers. c. It creates products that cannot be quantified. d. It transforms resources into tangible outcomes.

d) it transforms resources into tangible outcomes

_____ is the total set of managerial activities used by an organization to transform resource inputs into products, services, or both. a. Participative management b. Transformational management c. Total quality management d. Operations management

d) operations management

_____ is defined as a form of communication that takes place in conversations, group discussions, telephone calls, skype and facetime, and other situations in which the spoken word is used to express meaning. a. Intrapersonal communication b. Nonverbal communication c. Written communication d. Oral communication

d) oral communication

Which of the following dimensions of quality refers to a product's primary operating characteristic? a. Aesthetics b. Features c. Serviceability d. Performance

d) performance

Ming Li and Erica, both managers at BasicButtons Corp., have known each other for years. They play tennis together on weekends, are close friends, and interact at work in a healthy fashion. The interpersonal relationship between Ming Li and Erica is _____. a. personal and negative b. public and unprofessional c. general and progressive d. personal and positive

d) personal and positive

According to the comprehensive approach to change, which of the following is the first step in the change process? a. Diagnosis of the root cause of change b. Planning for implementation of change c. Selection of an appropriate change technique d. Recognition of the need for change

d) recognition of the need for change

Serviceability—one of the eight dimensions of quality—refers to the :a. way a product looks. b. range of supplements to a product's basic functioning characteristics. c. degree to which a product's design meets established standards. d. speed and ease of repair of a product.

d) speed and ease of repair of a product

A surplus of _____ represents a drain on an organization's cash and an inefficient use of resources. a. line positions b. hybrid positions c. matrix positions d. staff positions

d) staff positions

In the context of individual barriers, credibility problems arise when: a. people are reluctant to initiate a communication exchange. b. people of different power or status try to communicate with each other. c. people have poor listening habits. d. the sender is not considered a reliable source of information.

d) the sender is not considered a reliable source of information

Which of the following best describes grapevines in organizations? a. They follow the same pattern across all types of organizations. b. Their incidence is reduced following mergers and acquisitions. c. They exist only in the smallest of organizations. d. Their damage can be minimized by having open channels of communication.

d) their damage can be minimized by having open channels of communication

In-transit inventories are controlled by: a. high-level production scheduling systems in conjunction with marketing. b. shop-floor control systems. c. purchasing models and systems. d. transportation and distribution control systems

d) transportation and distribution control systems

strategic plans (5+ years)

developed to achieve strategic goals 1) decisions about resource allocation, priorities, action steps necessary to reach strategic goals 2) set by board of directors 3) Generally extended time frame 4) Scope, resource deployment, competitive advantage (deciding what to do)

steps to developing and executing a tactical plan

developing -must address tactical goals derived from strategic goals - specify resources and time frames -tactical planning requires human resources ( receive, process, disseminate info) Executing: -success of plans depends on how they are carried out -successful implementation relies on: 1) effective use of resources, decision making 2) evaluating courses of action 3) good information, communication 4) monitoring to asses desired results

select the dimension of quality that this service value addresses: I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique.

features

characteristics of the "analyzer strategy" defined by miles & snow

incorporate elements of both prospector and defender to maintain business and relatively innovative, maintains current markets and employee satisfaction/ moderate emphasis on innovation -used by most large companies -ex IBM, Yahoo, DuPont

characteristics of the "reactor strategy" defined by miles & snow

no consistent strategic approach, reacts to changes in environment, no clear strategy = entropy = failure BAD -ex K mart, international harvester

what kind of goals should be used for short-term goals?

operational goals (accounting manager, AD director)

Characteristics of the "Defender strategy" defined by Miles & snow?

protects current markets by lowering costs or improving performance of current products, emphasizes stable growth, serve current customers, emphasis on existing products or current service offering -ex Ebay, BIC

select the dimension of quality that this service value addresses: I own and immediately resolve guest problems.

serviceability

characteristics of a dog in BCG Matrix

small market, low/no growth -organizations should not invest in these or should sell as soon as possible

characteristics of a Question Mark in BCG Matrix

small market/ quick growth -future performance uncertain -can be very profitable if capture increasing amounts of growing market -organization should only invest carefully in these question marks

what kind of goals should be used for longterm goals?

strategic goals (president and CEO)

what kind of goals should be used for intermediate term goals?

tactical goals (VP operations, VP finance, VP marketing)