MGMT 351
a small raft on a raging river
The white-water rapid metaphor of organizational change would best be described as ________.
if it's wasted, it can never be replaced.
Time is a unique resource because:
Policy
We promote individuals from within the organization, whenever possible.
Give credit for others' contributions.
What are successful change agents likely to do?
trust
What does honesty with team members build?
To oversee the work of other people so organizational goals can be accomplished
What is considered a manager's primary responsibility?
Management is universally needed in all organizations.
What is the value of studying management even if you plan to pursue a career that requires a professional certification such as a CPA, doctor, or attorney?
Seek out something to change
When Kedma described how to be a change agent, she listed several items that are important. Which of the following is NOT one of the items she listed for being an effective change agent?
self-serving
When Nikki passes the first management quiz with flying colors, she credits her dedication and intellect. When she fails the first test, she blames it on a poorly worded test. This is an example of the ________ bias.
Show the employee what he or she is doing wrong.
When an employee does a poor job of prioritizing work, what can the manager do?
Analyzing alternatives
When the CH2MHill representative discussed the problem and his suggested solution with his colleagues, he received negative feedback. This process was part of which decision-making step?
The control function involves monitoring and evaluating performance to ensure goals are met and work is done as it should be.
Fayol identified the management functions as planning, organizing, commanding, coordinating, and controlling. Which of the following accurately describes the control function?
uncertainty
Gavina Gourmet Coffee uses data because it wants to avoid what the chapter refers to as ________, which keeps a decision maker from making even reasonable estimates regarding an outcome.
design thinking style
Gavina Gourmet Coffee's preference for talking a lot and then "getting behind someone's idea by following and support" approach to decision making is an example of a ________.
tolerating risk
Gerry Caron, iRobot's Director of Product Management, states that innovation "often comes from looking at other technologies to see what can put in our products." ________________ is an example of one of the innovative organization characteristics.
168
How many hours does everyone have available to them in one week?
Engage others in choosing action steps by helping them assume the role of customer.
How should you go about helping others to feel an emotional attachment to the plan for change
sunk costs error
If Gavina Gourmet Coffee's Don Francisco brand had a poor market introduction and lost significant money and the company then decided to put substantially more money into this brand, this would be an example of the ________.
model the change
In order to get employees to change, the manager must _____.
nonprogrammed decision
A clerk at a department store cannot issue a refund for a customer unless the customer produces a store receipt. The customer informs the clerk that he never received a receipt in the first place. The clerk escalates the issue to a manager for resolution. The manager's resolution is an example of a ________.
organizational development
A manager implementing a survey to gather feedback about employee attitudes towards the launch of a new technology or system at work is an example of ________.
rational decision making
A manager who is fully informed, completely logical, and makes choices that are intended to maximize value is utilizing
agent
A person who acts as a catalyst and assumes the responsibility for managing the change process is a change _____.
Interpersonal
According to Mike Paddock, CH2MHill's Senior Project Manager, it is more difficult to manage remotely with electronic communications. Which managerial skill is Paddock concerned about?
Interpersonal
According to Zane, it was difficult for him to empower his employees and not micromanage; however, he realized that being responsive to his employees' needs—allowing them to work independently—made them happier and more responsive to customers. Which managerial skill does this primarily illustrate?
Confirmation bias
After interviewing individuals for an opening in his marketing research firm, Craig hired the first candidate, who happened to be a graduate of an elite Ivy League school. He was pretty excited to have landed such a "catch!" However, after one month on the job, this individual has alienated every other team member with his, putting it nicely, lack of interpersonal skills. Looking back at this individual's application, Craig notices something he had overlooked beforelong dash—a reference letter from one of this individual's upper-level professors who noted xxxx's significant weaknesses in working effectively with his group on a required class team project. The professor said very pointedly, "While xxxx is extremely intelligent, he was unable to get along with his team members. . . ." What decision-making bias is Craig guilty of?
having the same cost structure as the main organization
All of the following are characteristic of a skunk works group EXCEPT ________.
focusing on means rather than ends
All of the following are techniques that managers can use to foster innovation EXCEPT ________.
when the decision must be made quickly.
An autocratic style of decision making is more appropriate:
role overload
An employee complains to you, as his manager, that he is highly stressed due to unreasonable expectations of the amount of work he must accomplish in his 8 hours of work time per day. This would best be described as ________.
education and communication
An employer launching a Facebook campaign to engage employees and inform them of organizational change initiatives is an example of ________.
Rule
Any hourly employee who is more than five minutes late to their shift for three shifts in a row will have their weekly pay reduced by one hour's wage.
robots replacing managers
Managers play a crucial role in identifying and responding to all of the following organizational challenges except ________.
Communications
Mike Paddock says about electronic communications, "social and electronic media don't capture the emotion of their [users'] moods, or misleads the emotions and the moods in that communication." As a manager, Paddock is considering which aspect of what a manager does?
innovation
Nancy Dussault-Smith, iRobot's Vice President of Marketing Communications, would most likely agree with the following statement from the text: "Success in business today demands ________."
The availability of big data helps decision making, but must be used with caution.
The authors of the text and the CH2MHill representative all comment on the availability of massive amounts of data in the current business environment. How would you best summarize their feelings concerning data and decision making?
Policy
The customer always comes first and should always be satisfied.
how to prioritize what needs to get done when.
The most important aspect of good time management is knowing
An idea champion
Based on Gerry Caron's, iRobot's Director of Product Management, role in creating, supporting, and implementing innovative solutions to problems, Gerry Caron could be considered which of the following?
sunk costs error
Bob does not think he can complete the current project he's working on with the resources he has available. The product may also become obsolete by the time it is released due to scheduling delays. However, he presses forward because his department has already spent $100,000 and 6 months working on the project. This is an example of the ________.
creativity
By encouraging employees to help come up with innovative solutions to their project problems, iRobot has created an organizational culture that nurtures __________.
Bounded rationality
CH2MHill ended up with a compromise; it scaled back on the targeted Regional section and added more global information on the homepage. What does this type of decision most likely indicate?
stress
Coastal Connecticut was hit hard by Hurricane Irene, which damaged a lot of property. The East Haven Fire Department was dealing with area residents at a time when they were experiencing ________.
Framing bias
Considering that it costs 9.4 cents to make one nickel, the U.S. Mint is looking at different metals and alloys to bring down the production cost. The team that is analyzing and making recommendations on this has been criticized because it was focused only on production costs and not looking at how this would affect industries where coins are the only means of monetary exchange (think jukeboxes and other coin-operated machines). What decision-making bias is this team guilty of?
stress
Dionne just learned that her company will be announcing layoffs at the end of the month. She is completely overwhelmed by the news because she doesn't know how she'll meet her financial obligations if she gets laid off. Dionne is experiencing ________.
employee counseling
East Haven Emergency Management Director and Fire Chief Doug Jackson stated that all employees have access to the EAP (employee assistance program), which is a peer process available to assist all employees on various issues. The EAP is an example of ________.
ambiguity
East Haven Fire Department members were working hard to take care of East Haven area residents, even while some were uncertain about the status of their own families. This is an example of role ________.
fear
Kedma Ough equates managing change with managing _____.
set a good example.
One way to assure that employees also use good time management is:
use a to-do list.
One way to help deal with time management is to:
consistent, high-quality communication is essential for survival
Paddock stated that "email is documentation, it's not communication." This shows that Paddock understands that
Communication
Paddock says: "You want to communicate, you talk to a person . . . . nonverbal communication is so important, and I think it's one of the skills that needs to be reinforced more and more in this electronic age." Which managerial skill does this illustrate?
Rule
Part of being a good decision maker, especially in a work setting, is knowing when it's appropriate to use (or create) a policy, a procedure, or a rule. If you aspire to be a better decision maker, you need to learn what each of these is, how they differ, and when they're needed.
Anchoring bias
Paulo is in charge of the food service at Hello Hotels. He has been asked by upper management to "do what it takes" to increase revenue from the hotel room minibars. He does an initial one-week survey gathering data on what guests consumed from the hotel room minibars. He repeats the survey the next month and the next month and gets conflicting results. However, despite these mixed results, he decides, based on the initial survey results, that what they've been doing is the best approach and doesn't change a thing. What decision bias is he exhibiting?
straightforward, familiar, and easily defined
Structured problems are
Overconfidence bias
Sandra is the national customer service manager for McKing Burgers. In-store sales for the national chain have been declining and a recent analysis of data showed that one in five customer complaints were related to employee friendliness (really, lack of friendliness) issues. Sandra knows that she has to make some decisions to address this problem. At her previous job Sandra was national customer service manager for a large health care organization, so she is convinced this will be an easy problem to tackle. After all, she's been working in customer service for over 15 years. What bias is likely to affect Sandra's decision making?
variety
The 3Vs of big data are volume, velocity, and
identifying the problem
The CH2MHill representative says that he noticed that there were only 200 visitors to the China Regional page, and that there seemed to be little value to that page. This is an example of
interpersonal demands
The East Haven Fire Department members rely on one another to deal with events and situations in the area. The members were "never alone in any one situation." This is an example of how to reduce ________.
constraint
The East Haven Fire Department members worked 24-hour shifts during Hurricane Irene to deal with the devastation from this natural disaster. Hurricane Irene can be considered a ________.
evidence-based management
The Gavina family uses external data and facts to inform their marketing decisions at Gavina Gourmet Coffee. For managers, this is one important element of what's called ________.
Design thinking
The representative of CH2MHill mentions that in many cases making a decision based on a balance of intuition and data analysis is best. What does this statement most likely illustrate?
Procedure
When turning in an expense report: attach original documentation for each expense; personally sign and date the report; give the report and attached documentation to your manager to review; after reviewing, your manager will either ask for more supporting information or sign the report; once your manager has approved and signed the report, submit all materials to Accounts Payable.
Large, profitable, well-established companies
Which of the following are most vulnerable to disruptive innovation?
A large ship crossing a calm sea
Which of the following best illustrates the calm waters metaphor of the organizational change process?
Change in the composition of the workforce
Which of the following is NOT an example of an external force for change?
being decisive
Which of the following is a characteristic of a good decision maker?
They may feel that they're a part of a community and something bigger than themselves.
Which of the following is a potential outcome of including team members in decisions?
The quality of the relationship between an employee and a direct supervisor
Which of the following is considered the most important variable in employee productivity and loyalty within an organization?
An important characteristic of a good decision maker is being objective.
Which of the following is true?
Good decision making is a learned skill.
Which of the following statements about effective decision making is true?
Taking risks, exploring new territories, and trying new methods are innovative tactics that management can use to be more successful in the marketplace.
Which of the following statements about the changing nature of management in today's marketplace is most likely true?
Identifying the problem
Which of the following tasks must be completed first as you begin the decision-making process?
Structure
Which of the following types of organizational change encompasses modifications in variables such as reporting relationships, coordination mechanisms, or job redesign?
Effectiveness and efficiency go hand in hand, and a good manager accomplishes both.
Which statement BEST explains how managerial job performance should be evaluated?
Studying management is important because by learning management theory, one will be able to apply these concepts in a variety of situations, to maximize efficiency, productivity, employee satisfaction, and personal success.
Which statement about studying management is most likely true?
Many traditional nonmanagerial jobs now include managerial activities.
Which statement best explains why it is difficult to differentiate between managerial and nonmanagerial employees?
Participation
Which technique to reduce resistance to change involves bringing those individuals directly affected by the proposed change into the decision-making process?
Outside consultant
Who is most likely to initiate a drastic organizational change?
Complete the assignment and inform others that there will be a delay in implementing the change plan.
You have a plan to improve customer service that you want to implement immediately. Your manager praises you for your initiative; however, she asks you to think carefully about how to execute the plan. You have worked with others to prepare a strategy for implementing the plan for change over a 6-month period. But, a senior manager has given you an assignment that is due within three months. What do you do?
Clearly explain your vision for making change.
You have a plan to improve customer service that you want to implement immediately. Your manager praises you for your initiative; however, she asks you to think carefully about how to execute the plan. What's the first thing you need to do?
Make a list of what needs to be done by when
You have a 20-page paper due the week before final exams. Your professor has given you explicit information on what is expected. Unlike previous semesters, you want to be on top of things and not be scrambling the night before the paper is due to get it done. What's the first thing you need to do?
Study for the test
You have a 20-page paper due the week before final exams. Your professor has given you explicit information on what is expected. Unlike previous semesters, you want to be on top of things and not be scrambling the night before the paper is due to get it done. You've made your to-do list with tasks and deadline dates. But, one of your other professors in a different class just rescheduled a test you really need to study forlong dash—it's extremely important to keep your grade in this course. Yet, you had planned to finish up the first draft of your paper during the time you'd need to study. What do you do?
Identifying decision criteria
You have decided it's time for a new car and make a list of what you want in a new car, such as fuel efficiency, seating capacity, and cargo area. Which step of the decision-making process are you in?
Availability bias
You're out with a bunch of friends at a local restaurant. One friend, who just got a speeding ticket on the way to the restaurant, states that the police officers are just looking for those who drive red cars. You and your friends agree that drivers of red cars receive more speeding tickets since this friend who made the statement actually drives a red car and frequently receives speeding tickets. What bias does this represent?
satisficing
You aren't looking for the "sharpest needle in the haystack"; you only want one that is sharp enough to sew with. This is an example of ________.
Managing in a sustainable manner
Zane mentions that he has begun to use solar panels and green technology in his building. What does this action best illustrate?
consistent, high-quality customer service is essential for survival
Zane mentions that many of his competitors fail because they think they're in the "selling stuff" business not the "customer service" business. This shows that Zane understands that
Social aspects of the business
Zane says this about his business: ". . . the community is really the reason that we've had this success . . . So I support all the nonprofit organizations that come in . . .". As a manager, Zane is considering which aspects of a sustainable business?
Innovation
Zane says: ". . . I'm a long-term guy, I look at the opportunities that present themselves not in a 60-day or 6-month opportunity, but in a 6-year or 20-year opportunity." One of the ways he does this is by supplying bicycles to companies such as American Express, which give the bikes as rewards to customers. Which managerial skill does this example illustrate?
design-thinking
iRobot builds improved home robots and customers Beta test its new products in their homes. This is an example of approaching innovation with a(n) __________ mentality.
Motivating employees to improve communication.
CH2MHill's Senior Project Manager Mike Paddock relayed how cubicle walls were removed so employees in different disciplines would communicate with each other. What does this action best illustrate?
are not something a manager needs to look at every day.
Long-term goals:
Managers are recognizing that delivering consistent, high-quality customer service is essential for survival and success in today's competitive environment and that employees are an important part of that equation.
Today's marketplace is very fluid with an increase in competition and customers who are more discerning and better informed. How has management changed in response?
Creativity
________ refers to the ability to combine ideas in a unique way or to make unusual associations between ideas.
