Test 1b - Over 30

Closed systems:

1. little interaction with its environment. 2. classical viewpoint and management science views organization as this.

Four restaurants that are all seeking to attract the same customers would be categorized as _______.

Competitors

Which forces are part of the macroenvironment?

Economic, technological, sociocultural, demographic, political-legal, and international

The collapse of time and distance:

Globalization

______ guides the justice approach to deciding ethical dilemmas.

Respect for impartial standards of fairness and equity

Which disciplines does the field of behavioral science include?

psychology, sociology, anthropology, and economics

ethical climate:

represents employees' perceptions about the extent to which work environments support ethical behavior

Mintzberg's decisional roles

entrepreneur, disturbance hander, resource allocator, negotiator

The government's seizure of a domestic or foreign company's assets is known as _______.

expropriation

The Six Sigma approach relies on _____ to help improve manufacturing processes.

statistical analysis

import quota

a limit on the amount of a good that can be imported

Trading bloc:

aka economic community, a group of nations w/in a geographical region that have agreed to remove trade barriers w/ one another

When companies link up with one another in order to realize certain advantages, they are known as strategic _____.

allies

Technology philosopher Nicholas Negroponte proposed that the global market driven by electronic information "_____."

forces things to get bigger and smaller at the same time

Prior to 1990, the United States imposed a tax, known as a(n) ________, on automobiles imported from Mexico.

tariff

The global village refers to the "shrinking" of time and space as air travel and the electronic media have made it easier for people worldwide to communicate with one another.

true

whistle-blower

an employee who reports organizational misconduct to the public, such as health and safety matters, waste, corruption, or overcharging of customers.

Managers often use a(n) _____ approach when making organizational decisions - using financial performance such as profit as the best definition of what constitutes an ethical choice for the company

utilitarian

Managers often use a(n) _____ approach when making organizational decisions - using financial performance such as profit as the best definition of what constitutes an ethical choice for the company.

utilitarian

Which type of funding raises small amounts of money from many people to finance a new venture?

venture-funding

A US company that chooses to use suppliers outside of the United States to provide labor, goods, or services, is practicing _______.

global outsourcing

trading bloc

group of nations within a geographic region that have agreed to remove trade barriers with one another

Special-interest groups:

groups whose members try to influence specific issues.

During his most recent trip to Mexico, Gerard was able to purchase 15 Mexican pesos for each American dollar he had. This transaction is an example of _____.

the exchange rate

Susan, a department manager, believes that ever since the corporate office eliminated certain benefits to reduce costs, her employees have not been working as hard as in the past. This reduction in effort is known as "soldiering."

true

What is an appropriate synonym for countertrading?

bartering

Studies show that dealing with excessive and unimportant e-mail and text messages in the workplace can lead to

increased employee conflict and stress

Outside directors are supposed to be elected yet many are handpicked by the CEO, creating the directors' lack of

independence from the ceo***

Interpersonal roles

interact w/ people inside & outside their work units (Figurehead, Leader, Liaison)

Outsourcing:

is defined as using suppliers outside the company to provide goods and services

The general manager of a clothing store recently gave a motivational PowerPoint presentation to his employees on the value of being courteous to each customer. The manager's behavior is an example of

leading

The general manager of a furniture store recently gave a motivational PowerPoint presentation to his employees on the value of being courteous to each customer. The manager's behavior is an example of

leading

Domino's introduced salads at one-third of its stores to test their performance before rolling them out to all stores. The launch of salads at these select stores represents which step of the planning/control cycle (Figure 5.5)?

carry out the plan

The shared set of beliefs, values, knowledge, and patterns of behavior common to its people is a nation's _____.

culture

World Trade Organization (WTO)

designed to monitor and enforce trade agreements

process of assigning someone to play the role of the critic

devils advocacy

Polychronic

doing more than one thing at a time

The classical viewpoint of management emphasized ways to

manage work more efficiently.

Who is responsible for tactical planning?

middle management

The purpose of MBO is to

motivate subordinates

A standing plan that outlines the general response to a designated problem or situation is a(n) _____.

policy

An organization's internal stakeholders consist of

employees owners board of directors

An organization's internal stakeholders consist of

employees, owners, and the board of directors.

According to the proponents of the Hawthorne effect,

giving more attention to employees increases worker productivity, if they think managers care about them

Dave Seminsky's ability to open Sumarian Coffee in Shanghai can be attributed to which of the following?

globalization

The trend of the world economy toward becoming a more interdependent system is known as ____.

globalization

When more efficient workers earn higher wages, this is known as a _____ pay structure.

differential rate

CHAPTER 3

Chapter 3

________ is the discipline concerned with creating computer systems that simulate human reasoning and sensation.

Artificial Intelligence

_ is the discipline concerned with creating computer systems that simulate human reasoning and sensation.

Artificial intelligence

Greenfield venture:

a foreign subsidiary that the owning organization has built from scratch

Quality

ability of a product/service to meet customer needs

Evidence-based management

means translating principles based on best evidence into organizational practice, bringing rationality to the decision-making process.

The WTO

monitors and enforces trade agreements

The ______ of an organization consist of all those who can claim it as their legal property.

owners

Monochronic time is a

preference for doing one thing at a time

Quality control, quality assurance, and total quality management are all part of the _____ management viewpoint.

quality

A company's triple bottom line represents which three aspects?

3 P's: people, planet, and profit

what question comes from the norming stage

can we agree on roles and work as a team

The American research committee that promoted one world government and one world economy was known as the GLOBE project.

false **The GLOBE project is a massive and ongoing cross-cultural investigation of nine cultural dimensions involved in leadership and organizational processes.

Cheyenne has a small bakery specializing in gourmet cupcakes. In response to customer demand, she has added gluten-free cupcakes to her menu. This customer demand would be characterized as _____.

feedback

Mercosur

largest trading bloc in Latin America

Suppliers are people or organizations that

provide raw materials, services, equipment, labor, or energy to other organizations.

To save money, Paul, the owner of a struggling restaurant produce supplier, has been considering reducing the amount of produce in some cases delivered to busy restaurants, knowing the customers will probably never notice. This decision is an example of an ethical dilemma.

true

When forced to select between a US-produced product and a less expensive imported product, _____ of Americans say they would choose the cheaper option.

two-thirds

Mark, vice president of human resources at Executive Corporation, is a(n)

upper-level manager

The manager and employee periodically reviewing the employee's performance represents the _____ step in management by objectives.

third

The _____ perspective on management consists of the systems, contingency, and quality-management viewpoints.

contemporary

What two things are credited with creating the "global village?"

convenient air travel and electronic media

Shrimpers in South Louisiana have accused China of selling shrimp in the United States at a lower price than U.S. suppliers. The goal of the Chinese, they argue, is to drive down the price of U.S. shrimp. The U.S. shrimpers are accusing the Chinese of

dumping

Whistle-blower

employee who reports organizational misconduct to the public

An organization's standards of right and wrong that influence employee behavior are referred to as _______.

ethics,Morals, in contrast to ethics, generally refer to an individual's internal standards of right and wrong.

People who are outside an organization but are still affected by the organization are called the ______.

external stakeholders

To focus on improving company customer service this year, the CEO outlined a list of stakeholders to concentrate on: distributors, local communities, and the mass media. These three groups are ____.

external stakeholders

There is little proof that writing out goals helps an individual feel more confident and energetic when entering a new group.

false **Research suggests that writing about two paragraphs outlining your goals will help you feel more confident and energetic when entering a new group.

When the sales of a certain brand of diet soda slowed, a national grocery retailer decided to drop the price of that product, which resulted in a large increase in sales of the soda. This sales increase is a type of

feedback

Mintzberg's interpersonal roles

figurehead, leader, liason

Managers and subordinates jointly setting subordinate objectives is the _____ step in management by objectives.

first

a group assigned by organizations or its managers to accomplish specific goals

formal group

joint venture (strategic alliance)

formed with a foreign company to share the risk and rewards of starting a new enterprise together in a foreign country

tuckman's stage involving the process of getting oriented and getting acquainted

forming

The IMF has ____.

helped support some weaker European countries during the recent financial crisis

Jasmine, a chef in a fine restaurant, utilizes top-of-the-line equipment as she prepares meals for customers. Jasmine and her equipment are a(n) ______ in the restaurant's system.

input

People who buy or sell stock illegally based on confidential company information are engaging in _____.

insider trading

The people inside of an organization who have an important stake in how it performs are the organization's _____ stakeholders.

internal

When communicating across cultures, the best option regarding language use is _____.

learn the local language

leader

motivates & encourages works to accomplish organizational objectives

Becoming a world citizen includes being global in focus and learning how _____.

not to be an "ugly American"

The triple bottom line represents ______, also known as the ____.

people, planet, and profit; 3 Ps

Which of the following is NOT a good piece of advice for those who travel for business?

Technology-based meetings conducted through videoconferencing are often as effective as expensive, time-consuming domestic or business travel

Designed to elicit different opinions without inciting people's personal feelings.

programmed conflict

The city government of Pleasantville promised significant tax breaks to a large retailer if it expanded its presence, which would result in nearly 200 new local jobs. However, the retailer found another location better for expansion. As a result, the city of Pleasantville instituted clawbacks by _____.

rescinding the tax breaks

Clawbacks:

rescinding the tax breaks when firms don;t deliver promised jobs.

spokesperson

shares information with people outside of company

The letter S in the acronym SMART goal stands for what aspect of a good goal?

specific

The systems viewpoint regards the various parts making up the whole system as

subsystem

The mass media are part of an organization's ______ environment

task

A company's external environment consists of which two environments?

task and general

According to Robert Katz, which three skills do managers develop through education and experience?

technical, conceptual, human

E-commerce:

the buying and selling of products and services through computer networks

Gender egalitarianism is described as _____.

the extent to which a society should minimize gender discrimination and role inequalities

inputs

the people, money, information, equipment, and materials required to produce an organization's goods or services. Whatever goes into a system is an input

New York Times columnist Thomas Friedman noted that globalization has leveled the competitive playing fields between industrial and emerging-market countries. This phenomenon proposes that ____.

the world is flat

Transforms employees to pursue organizational goals over self-interests.

transformational leadership

Controlling is the arranging of jobs, people, and other resources to accomplish tasks and responsibilities.

true

Which of the following is viewed as the riskiest and most costly form of international expansion?

wholly-owned subsidiaries

what questioning comes from the forming stage

why are we here

Leo is starting a company that leases shared workspaces, and he has approached SCORE, an SBA organization that assists small-business owners in setting up their companies. The SCORE counselors would probably advise Leo, as a new business owner, to

write a business plan.

Multiplier Effect

your influence on the organization is multiplied far beyond the results of just one person acting alone

3 phases of behavioral viewpoint:

1. Early behaviorism 2. The human relations movement 3. Behavioral science

Scientific management:

1. Emphasized scientific study of work methods to improve the productivity of individual workers. 2. Proponents—Frederick Taylor and the Frank & Lillian Gilbreth. 3. Frederick Taylor = "father of Scientific Management"

Define "management"

1. Pursuit of organizational goals efficiently & effectively 2. Integrating the work of people 3. Planning, organizing, leading, & controlling organization's resources

Complexity Theory:

1. Study of how order & pattern arise from very complicated, apparently chaotic systems. 2. Recognizes that all complex systems are networks of many interdependent parts that interact with each other according to simple rules.

Which of these represent culture areas that are important in global management?

1.) Language 2.) interpersonal space 3.) communication 4.) time orientation 5.) religion 6.) law and political stability

Which of the following is an example of an informational resource control? A. a competition analysis B. a personality test C. a leadership survey D. a delivery-tracking system E. a debt-repayment schedule

A. a competition analysis

Michele manages employees at Maui Tours and Lodging. She has noticed that one of her employees submits via the computer system the same suggestions for continuous improvement multiple times, knowing that performance is evaluated on the number of suggestions only. This problem is typical of ______ control. A. bureaucratic B. market C. autocratic D. functional E. decentralized

A. bureaucratic

Typically, operational control is accomplished through reports issued A. randomly. B. daily. C. annually. D. monthly. E. weekly.

B. daily.

Molly organized several teachers to discuss the school's interior painting scheduled for the summer. They looked at several brands and heard a presentation by a designer who then helped them choose a color palette to recommend to school administrators. In this instance, the teachers made up a(n) A. virtual team. B. formal group. C. self-managed team. D. informal group. E. cross-functional team.

B. formal group.

Which of the following is not a suggestion that may help you be a good listener? A. paraphrase and summarize remarks B. ask good questions C. mentally compose your response D. show respect for the speaker; do not interrupt E. use nonverbal cues to demonstrate interest and involvement

C. mentally compose your response

________ are two of the primary challenges facing managers today. A) Dealing with employee issues and maintaining good records B) Dealing with ethical dilemmas and decreasing diversity C) Dealing with the lack of information and union problems D) Managing for a competitive advantage and diversity E) Dealing with union and financial issues

D

Which of the following would be considered a negative interpersonal trait often found in leaders? A. openness to experience B. conscientiousness C. competitiveness D. Machiavellianism E. extraversion

D. Machiavellianism

The principal by-product of the norming stage of team development is A. empowerment. B. adjournment. C. uncertainty. D. conflict. E. group cohesiveness.

E. group cohesiveness.

True or false: Ethical standards do not vary among countries or cultures.

False, There is significant variance between ethics among countries and cultures

Controlling

* monitor performance * compare it with goals * take corrective action as needed

4 Parts of a System

1. Inputs 2. Transformational Process 2. Outputs 3. Feedback

3 Types of Managerial Roles

1. Interpersonal roles 2. Informational roles 3. Decisional roles

2 individuals that were proponents of evidence-based management:

1. Jeffrey Pfeffer 2. Robert Sutton

Frederick Taylor believed by raising production what two things could increase profit:

1. Labor 2. Management

3 of Mary Parker Follett's ideas:

1. Organizations should be operated as "communities" with managers and subordinates working together in harmony 2. Conflicts should be resolved by having managers & workers talk over differences & find solutions that would satisfy both parties (a process she called integration) 3. The work process should be under the control of workers with the relevant knowledge, rather than of managers, who should act as facilitators.

Mary Parker Follett believed:

1. Organizations should become more democratic instead of hierarchical arrangement. 2. Managers and employees work cooperatively.

Mary Parker Follett and today's concepts:

1. Self-managed teams 2. Worker empowerment 3. Interdepartmental teams

5 ways companies expand internationally:

1. global outsourcing 2. Importing, exporting, and counter trading 3. Licensing and Franchising 4. Joint Ventures 5. Wholly owned subsidiaries

Evidence-based management:

1. translating principles based on best evidence into organizational practice, bringing rationality to the decision-making process. 2. based on belief that facing hard facts about what works and what doesn't, understanding the dangerous half-truths that constitute so much conventional wisdom about management, and rejecting the total nonsense that to often passes for sound advice will help organizations perform better.

3 barriers to international trade:

1.Tariffs 2. Import Quotas 3. Embargoes

What skill or ability must an entrepreneur have but a good manager may or may not have?

Ability to initiate new goods or services

Which of the following is a source of intergroup conflict in the workplace? A. lack of diversity B. excessive communication C. too many resources D. inconsistent goals or reward systems E. strict job boundaries

D. inconsistent goals or reward systems

A(n) ________ budget that can be adjusted over time for changing environmental conditions. A. incremental B. operating C. zero-based D. cash E. variable or flexible

E. variable or flexible

1. Believe that their native country, culture, language, and behavior are superior to all others

Ethnocentric Managers

According to the systems viewpoint, what are three types of inputs?

People Money Equipment

Julian, the owner of a t-shirt shop, attended an entrepreneurship workshop that discussed the triple bottom line, which measures an organization's ____ performance.

Social, environmental, financial

When Bernard Madoff used money from newer investors to pay off older ones, this was an example of ____.

an ethical dilemma

The purpose of a code of ethics is to

clearly state top management's expectations for all employees

The purpose of a code of ethics is to

clearly state top managements expectations for all employees

According to the findings of the GLOBE project, the assertiveness dimension represents the extent to which a society values

confrontation and competitiveness.

How often should a company revise its strategic plan?

closer to every one or two years

__________ is defined as monitoring performance, comparing it with goals, and taking corrective action as needed.

controlling

philanthropy

defined as making charitable donations to benefit humankind

process of having 2 people or groups play opposing roles in a debate in order to better understand a proposal

dialectic method

conflict that hinders the organizations performance or threatens its interest

dysfunctional conflict

Tom and his managers are discussing the unemployment, inflation, and interest rate trends that might affect his chain of coffee shops over the next 12 months and the projected growth in the areas where his stores are located. The managers are studying the ______ forces in their organization's general environment.

economic

scientific management

emphasized scientific study of work methods to improve the productivity of individual workers

Contingency Viewpoint:

emphasizes that a manager's approach should vary according to the individual & the environmental situation.

Maryanne was looking over her son's school supply list and saw that he needed three 2-inch binders, a pack of copy paper, and a box of staples. Knowing that her company had all of this in the supply closet, she planned to just bring them home with her the next day. This would be considered

employee theft

One of the reasons Ace Distributors, a local manufacturing company, is considered a good place to work is that the managers encourage and reward their employees for developing new products and ways of improving existing products and services. In this example, Ace Distributors' managers are carrying out the ______ role.

entrepreneur

Someone who organizes a new business venture or businesses, taking on greater-than-normal financial risks in order to do so, is known as a(n) ______.

entrepreneur

A company's triple bottom line measures which aspects of its performance? (select all that apply)

environmental financial social

Shoshanna, the regional manager of a global sales organization, gives freedom to the sales representatives on the amount spent on gifts for prospective Asian and European customers. Shoshanna is managing for _.

ethical standards

While traveling in France, Jim and his wife, both Americans, were concerned about how much they can afford to spend in Europe because sometimes the U.S. dollar will buy more goods and sometimes it will buy less, based on changing economic conditions. This change in the values of currencies and how they fluctuate in relation to each other is known as the ____ rate.

exchange

Behavioral science includes the fields of psychology, marketing, accounting, and geology.

false ***Behavioral science relies on scientific research for developing theories about human behavior that can be used to provide practical tools for managers. The disciplines of behavioral science include psychology, sociology, anthropology, and economics.

The trend of the world economy toward becoming a more interdependent system is referred to as _______.

globalization

In business, a specific commitment to achieve a measurable result within a stated period of time is called a _____.

goal

Globalization is the trend of the world economy becoming a more _______ system.

interdependent

What do technical skills consist of?

job-specific knowledge needed to perform well in a specialized field

Edgar is a chef and the kitchen manager in an upscale restaurant. He is very knowledgeable in both the culinary and restaurant management fields. Because he possesses these technical skills, Edgar can be considered a(n) ________ worker.

knowledge

Victor works for a company that highly values performance-oriented traits, such as achieving a certain level of sales and increasing market share by a certain percentage. In analyzing this aspect of Victor's company, Geert Hofstede would examine the company's ________ dimension.

masculinity/femininity

Operations management focuses on managing the production and delivery of an organization's products or services

more effectively

Alonzo, the president of the student class and honor society, has been very busy and did not study for the history test. Although Alonzo is very confident, he realizes that he probably will not do well on the exam and has talked himself into cheating because he feels it is worth it to maintain his strong GPA, which he will need to be accepted by a good college. He tells his friend, "I don't usually do this, but I really have to do it." The cause of Alonzo's behavior is ____.

motivated blindness

leading

motivating, directing, and otherwise influencing people to work hard to achieve the organization's goals

Competitors:

people or organizations that compete for customers or resources.

Tom and his fiancé Susan decided to have their wedding on a beach in Acapulco, Mexico. Some services for the wedding, such as the limousine and the catering services, were local. Throughout the weekend of the wedding, the couple found that workers and things for their wedding arrived late. In response, the Mexican workers remarked, "Ustedes tiene que ser flexibles," which in English means, you have to be flexible with time. This attitude regarding time is considered _____.

polychornic time

A supplier is an external stakeholder that

provides raw materials, services, equipment, labor, or energy

Global village:

refers to the "shrinking" of time and space as air travels and the electronic media have made it easier for people around the globe to communicate with one another.

Global economy:

refers to the increasing tendency if the economics of the world to interact with one another as one market instead of many national markets

Government regulators:

regulatory agencies that establish ground rules under which organizations may operate.

Local communities are stakeholders of organizations because communities

rely on the tax base from companies and the jobs the company provides

monitor

scans environment for information & receive unsolicited information

Taylor's principles of scientific management

scientifically study each part of task; carefully select workers with the right abilities; give workers training and incentives to do task properly; use scientific principles to paln work methods

Working for yourself as a freelancer is an example of ______-employment.

self

Mary Parker Follett anticipated some of today's workplace trends, such as

self-managed teams and worker empowerment

The U.S. manager is trying to continue to have the Asian guest sign the contract. He is taking the information and encoding it into a message. As the U.S. manager is the person who wants to share the information, he would be considered the _______ in the communication process.

sender

A company's decision to move its operations out of the country will affect its employees, owners, suppliers, distributors, and everyone else who has an interest in the business. All of these groups together make up the company's _____.

stakeholders

Starbucks is opening a location in China every 15 hours, and just opened its largest location in the world in Shanghai. Which method of international expansion is Starbucks utilizing?

wholly-owned subsidiaries

Donald enjoys the excitement and challenge of forming a firm in Europe that is totally owned and controlled by his company because he knows that although the investment will be substantial, it could result in a large return. This type of organization is an example of a ____.

wholly-owned subsidiary

Donald is the owner of The Party Hat, a U.S. event-planning company. He plans to open an event-planning company, Events & Adventures, in London. Events & Adventures will be totally owned and controlled by The Party Hat, which makes Events & Adventures a ____ of The Party Hat.

wholly-owned subsidiary

Middle Managers

* implement policies & plans of Top Managers above them * supervise & coordinate activities of First-line Managers below them

Behavioral Viewpoint: Elton Mayo

* led a Harvard research group to conduct worker productivity studies at Western Electric's Hawthorne (Chicago) plant * tested lighting & temperature effects on workers but discovered the Hawthorne Effect

Top Managers

* make long-term decisions about overall direction of organization * establish objectives, policies, & strategies for it

Conceptual skills

* think analytically * visualize organization as a whole * understand how the parts work together

Human skills (soft skills)

* work well with others to get things done * motivate * inspire trust

Peter Drucker:

-Creator and inventor of modern management. 1. Workers should be treated as assets 2. The corporation could be considered a human community 3. There is "no business without a customer" 4. Institutionalized management practices were preferable to charismatic, cult leaders. *Decentralization, management by objectives, and knowledge workers.

1. Goals should challenge us but should also be doable. Bethany tries to motivate her personal training clients by telling them she wants them to increase the weight they are lifting by 500%! 2. Goals should include a clear time frame for completion. In early September, Lars tells his team they have until December 1st to devise a new cost reduction plan. 3. Goals should be quantifiable in some way. Tiana tells her auto salespeople that she expects them to close at least three new car sales per month. 4. Goals should somehow be linked to the organization's mission. Quinn's company is very customer-focused. She wants her customer service staff to decrease the time it takes to resolve a customer complaint by 10%. 5. Goals should be unambiguous and not vague. Dylan tells his interns that he would like for them complete their data entry work more efficiently.

1. Attainable 2. Target Dates 3. Measurable 4. Result Oriented 5. Specific

Archie B. Carroll (responsibilities of an organization in the global economy should take the following priorities) PYRAMID:

1. Be a good global corporate citizen, as defined by the host country's expectations 2. Be ethical in its practice, taking host-country and global standards into consideration 3. Obey the law of host countries as well as international law 4. Make a profit consistent with expectations for international business

Gary Hamel's questions that can root out core beliefs:

1. Belief worth challenging? Debilitating? Does it get in the way of an important organizational attribute that we'd like to strengthen? 2. Belief universally valid? Are there counterexamples? If so, what do we learn from those cases? 3. How does this belief serve the interests of its adherents? Are there people who draw reassurance or comfort from this belief? 4. Have our choices & assumptions conspired to make this belief self-fulfilling? Is this belief true simply because we have made it true and if so can we imagine alternatives?

Gary Hamel:

1. Believes much of management theory is dated and doesn't fit current realities. 2. Instead, look at management as a process, and then make improvements and innovation is essential to future organizational success. 3. Thinks core beliefs can be rooted out by asking the right questions

3 Key Roles managers play in building a Learning Organization

1. Build a commitment to learning 2. Work to GENERATE ideas w/ impact 3. Work to GENERALIZE ideas w/ impact

Joseph M. Juran:

1. Defined quality as "fitness for use." 2. A product/service should satisfy a customer's real needs. 3.Best way to focus was to concentrate on the real needs of customers.

Soldiering:

1. Deliberately working at less than full capacity. 2. Frederick Taylor

Classical viewpoint (historical management viewpoint):

1. Emphasized finding ways to manage work more efficiently 2. Two branches: scientific and administrative. 3.Assumes people are rational

4 Principles of Scientific Management (to eliminate soldiering):

1. Evaluate a task by scientifically studying each part of the task 2. Carefully select workers with the right abilities for the task 3. Give workers the training & incentives to do the task with the proper work methods 4. Use scientific principles to plan the work methods and ease the way for workers to do their jobs.

Operations Management:

1. Focuses on managing the production & delivery of an organization's products/services more effectively. 2. Concerned with work scheduling, production planning, facilities location and design, and optimum inventory levels. 3.Helps ensure that business operations are efficient & effective.

Quality assurance:

1. Focuses on the performance of workers, urging employees to strive for "zero defects." 2. Has been less successful because often employees have no control over the design of the work process.

Management Science:

1. Focuses on using mathematics to aid in problem solving & decision- making. 2. Sometimes called operations research. 3. Stresses used of rational, science-based techniques & mathematical models to improve decision- making & strategic planning.

Level 1-Preconventional (Kohlberg's level of personal moral development)

1. Follows rules: people follow rules and to obey authority to avoid unpleasant consequences. 2.Managers of level 1 tend to ne autocratic/coercive, expecting employees to be obedient for obedience sake.

4 parts of a system:

1. Inputs 2. Transformation Processes 3. Outputs 4. Feedback

Mercosur:

1. Largest trade block in Latin America (10 countries) argentine, brazil, Paraguay, and Uruguay ect. 2. Reducing tariffs by 75%

4 components of total quality management:

1. Make continuous improvement a priority. 2. Get every employee involved. 3. Listen to and learn from customers and employees. 4. Use accurate standards to identify and eliminate problems.

Douglas McGregor:

1. Managers also needed to be aware of their attitudes toward employees. 2. Theory X and Theory Y

1. Describes the image the organization wants to project 2. Inspires enthusiasm and encourages commitment 3. Illuminates the organization's attitude toward its employees 4. Is intended to guide all of the actions in the organization 5. Is easily understood and well-articulated 6. Outlines the organization's customer base 7. Expresses the company's worldview 8. Is appropriate for the times and for the organization 9. Limits itself to a small number that employees can recall when making decisions 10. Articulates the geographical locations where the company competes 11. Unchanging; As applicable in 100 years as it is today 12. Reflects high ideals

1. Mission Statement 2. Vision Statement 3. Mission Statement 4. Values Statement 5. Vision Statement 6. Mission Statement 7. Values Statement 8. Vision Statement 9. Values Statement 10. Mission Statement 11. Values Statement 12. Vision Statement

Behavioral Viewpoint: Mary Parker Follett

1. Organizations should be operated as communities 2. Conflicts should be resolved by managers & workers talking over differences & finding solutions that satisfy both parties 3. The work process should be controlled by workers with relevant knowledge (managers are facilitators)

1. Jamael is concerned because he and his partner have unlimited liability for the business they own together. 2. Allison's company is a hybrid of other legal structures and has the advantage of minimizing record keeping and reporting requirements. 3. Zhen and two of her best friends have started a business together and have decided that the three of them will share profits and losses equally. 4. Noah is having a hard time getting a bank loan for his business because of the amount of risk he is exposed to as the single owner of the business. 5. Emilio's business is a legal entity that is separate from him and the other owners. It passes its income, losses, deductions, and credits on to its shareholders for federal tax purposes. 6. Tyra and the other owners of her business are not personally liable for the company's debts or any lawsuits against the company. She and the other owners can list the business' profits and losses on their personal tax returns. 7. Rasha's business pays taxes on the profits it makes. Then, its shareholders pay taxes on these profits when they receive dividends. 8. Luisa is the only owner of her business and thus makes all of the business decisions herself.

1. Partnership 2. Limited Liability Company (LLC) 3. Partnership 4. Sole proprietorship 5. Corporation 6. Limited Liability Company (LLC) 7. Corporation 8. Sole proprietorship

Maslow's Hierarchy of needs:

1. Physiological 2. Safety 3. Love 4. Esteem 5. Self-actualization *Some needs must be satisfied before others.

4 Functions of Management

1. Planning 2. Organizing 3. Leading 4. Controlling

GLOBE project's 9 cultural dimensions:

1. Power distance 2. Uncertainty avoidance 3. Institutional collectivism 4. In-group collectivism 5. Gender egalitarianism 6. Assertiveness 7. Future orientation 8. Performance orientation 9. Humane orientation

1. Everett pauses to reflect on the data Taye presented and on whether his disagreement with her view is valid. 2. Taye calls Everett's point "stupid" during their discussion. 3. Taye presents specific data from the small business development association's research that strongly favor stationary food trucks. 4. Everett remembers that even with her years of experience, her intuition hasn't always led her in the right direction. 5. Cameron really wants to win this argument and prove Taye wrong. 6. Everett holds strongly to her argument because of her personal experience with stationary and roaming food trucks. 7. Cameron doesn't mention that his friend hasn't had financial success with her own roaming food truck. 8. Cameron reminds himself to speak calmly and use relaxed body language.

1. Question Your Beliefs 2. Watch for Communication Blocks 3. Pause and Seek Feedback 4. Check Accuracy of Past Judgements and Predictions 5. Pause and Seek Feedback 6. Check Accuracy of Past Judgements and Predictions 7. Question Your Beliefs 8. Watch for Communication Blocks

1. Mackenzie is willing to put her personal savings on the line in order to start a new business.Mackenzie is willing to put her personal savings on the line in order to start a new business. 2. Finn typically feels confident in his ability to be successful at new things. Thus, he is positive about his ability to handle the various aspects of running a business, even though he has never hired, managed, or compensated employees before. 3. Sumiko is motivated by working toward challenging goals, particularly when those goals are self-imposed. 4. Hamid is willing to forego the security that comes from working for someone else so that he can be free to take his business in whatever direction he deems best. 5. Darryl is successful as an entrepreneur, in part, because he is very sociable, persistent, secure, and broadminded. 6. Makayla is very comfortable having to make decisions for her business in the face of limited and incomplete information. 7. In his business ventures, Christiano has an eye toward the future and aims to create value for his customers that they didn't yet realize they needed. 8. Gabriella has been successful in her business ventures in part because she sees herself as the master of her own destiny. 9. Farrah uses her businesses to create new and inventive products.

1. Risk Propensity 2. Generalized Self-Efficacy 3. Need to Achieve 4. Need for Autonomy 5. Big Five Personality Dimensions 6. Tolerance for Ambiguity 7. Proactivity 8. Innovative/Creative Ability 9. Internal Locus of Control

1. This plan designates a specific required action. 2. This type of plan is smaller in scope and less complex. 3. This plan outlines a set response to particular problems or circumstances. 4. This plan is used for activities that are not likely to be repeated again. 5. This plan is best for activities that occur over and over again. 6. This plan gives a general idea of how to respond to a designated situation. 7. This plan encompasses a wide range of activities or projects.

1. Rule 2. Project 3. Procedure 4. Single-use 5. Standing 6. Policy 7. Program

1. His company makes professional-quality products that are accessible to the recreational angler. 2. To grow the company by 50% over the next five years 3. Project managers have the designs complete now and are working to streamline the production tools to maximize efficiencies and thus bring costs down. 4. Her department plans to introduce 10 revolutionary new lures to the company's already exciting lineup of products over the next two years. 5. The company wants to provide a chance for every person to reach his or her highest fishing potential without sacrificing their retirement savings to do it.

1. Tactical Planning 2. Vision Statement 3. Operational Planning 4. Strategic Planning 5. Mission Statement

Assertiveness:

1. how confrontational and dominant should individuals be in social relationships? 2. Assertiveness: represents the extent to which a society expects people to be confrontational and competitive as opposed to tender and modest.

Performance orientation:

1. how much should individuals be rewarded for improvement and excellence? 2. Performance orientation: expresses the extent to which society encourages and rewards its members for performance improvement and excellence

Institutional collectivism:

1. how much should leaders encourage and reward loyalty to the social unit? 2. Institutional collectivism: expresses the extent to which individuals are encouraged and rewarded for loyalty to the group as opposed to pursuing individual goals

Future orientation:

1. how much should people delay gratification by planning and saving for the future? 2. Future orientation: expresses the extent to which a society encourages investment in the future, as by planning and saving

Uncertainty avoidance:

1. how much should people rhely on social norms and rules to avoid uncertainty? 2. Uncertainty avoidance: expresses the extent to which a society's relies on social norms and procedures to alleviate the unpredictability of future events

Humane orientation:

1. how much should society encourage and reward people for being kind, fair, friendly, and generous? 2. Humane orientation: represents the degree to which individuals are encouraged to be altruistic, caring, kind, generous, and fair.

Select all of the statements that accurately represent Hurley's views on the most important crisis in business today.

1. in business today, there is a crisis of trust2. companies may think certain organizations are ethical, but that does not mean they should trust them3. what is important is that organizations deliver every day on what they promise

Monochronic time:

1. preference for doing one thing at a time. 2. listen hard, take careful notes, don;t answer cellphone. 3. time is limited, precisely segmented, and schedule driven.

Classical Viewpoint: Frederick Taylor's principals

1. scientifically study each part of the task 2. carefully select workers w/ the right abilities 3. give workers training & incentives to do the task properly 4. use scientific principles to plan work methods

Value system:

1. the pattern of values within an organization. 2. ethical dilemmas often occur because of these.

Which of these are forces within an organization's general environment?

1.) Economic 2.) International 3.) Political-legal 4.) Technological 5.) Demographic 6.) Sociocultural

What are four of the groups that make up part of the task environment?

1.) Government regulators 2.) Local Communities 3.) Distributors 4.) Strategic Allies

Identify the three principal organizations designed to facilitate international trade.

1.) International Monetary Fund 2.) World Bank 3.) World Trade Organization

Which of the following are components of total quality management (TQM)? (select all that apply)

1.) Involve every employee2.) Use accurate standards to identify and eliminate problems3.) Use customer and employee feedback4.) Emphasize continuous improvement

What are two ways the Internet and World Wide Web give a small business the ability to go global?

1.) It is easier to get started because products can be sold online. 2.) A small business can adjust to changes in the business environment quicker.

Select all of the original cultural dimensions identified by the Dutch researcher Geert Hofstede:

1.) Power Distance 2.) Uncertainty Avoidance 3.) Individualism/collectivism 4.) Masculinity/feminity

A nation's culture:

1.) can seem intangible and perplexing to outsiders 2.) operates in large part outside of individual awareness 3.) unconsciously teaches us how to walk, talk, behave and relate to other people 4.) is made up of many nuances

Companies involved in a franchise deal are required to do what two things?

1.) pay a fee to use the brand name of a company 2.) provide a share of the profits to the brand name company

Place the following obligations of a corporation (as identified by Carroll) in order, starting with the highest-level responsibility at the top of the list and placing the most fundamental obligation at the bottom of the list.

1.Being a good global corporate citizen 2.Being ethical in its practices 3.Obeying the law 4.Making a profit

Theory X

1.Pessimistic, negative view or workers. 2. Workers considered to be irresponsible, resistant to change, lack ambition, and hate work. 3.More likely to micromanage, which leads to dissatisfaction.

In February, Pedro, the manager of a pool supply and cleaning company, is looking at the upcoming need for more workers to handle the increased customers in spring and summer. Which of the four key management processes is he using? A) organizing B) planning C) managing D) controlling E) leading

A

________ is the discipline concerned with creating computer systems that simulate human reasoning and sensation. A) Artificial intelligence B) Cognitive cloning C) IT simulation D) Simulation production E) Human simulation

A

Which of the following is true of informal groups? A. Informal groups can advance or undercut the plans of formal groups. B. Members of an informal group are assigned to it by the skills they possess. C. A temporary committee is an example of an informal group. D. Informal groups are primarily created to solve an organizational problem. E. Informal groups have appointed leaders.

A. Informal groups can advance or undercut the plans of formal groups.

When issues causing conflict are trivial, or when emotions are high and cooling off would be helpful, which conflict-handling style is preferable? A. avoiding B. accommodating C. compromising D. collaborating E. forcing

A. avoiding

Maneka is on a team with Larson, and they are often in conflict. Maneka likes to begin her work with careful planning and she gets started immediately. Larson, on the other hand, likes trying out several ideas, and tends to be working frantically at the last minute. Their conflict most likely stems from A. clash of personality, values, and attitudes. B. lack of trust. C. ambiguous jurisdictions. D. communication failure. E. inconsistent goals.

A. clash of personality, values, and attitudes.

Which of the following may be done as corrective action in the control process? A. evaluate performance and take action B. renew standards C. align processes with goals D. establish standards E. compare performance to standards

A. evaluate performance and take action

At the end of the fiscal year, Dilinger Investments releases an earnings report to clients. By sending the earnings reports to its clients, Dilinger Investments is communicating A. externally. B. downward. C. horizontally. D. vertically. E. upward.

A. externally.

Productivity equals A. goods and services produced, divided by labor, capital, energy, and materials. B. labor, energy, and capital, divided by goods, services, and materials. C. goods and services and energy and materials, divided by labor and capital produced. D. energy and materials, divided by labor and capital. E. labor, capital, energy, and materials, divided by goods and services produced.

A. goods and services produced, divided by labor, capital, energy, and materials.

"Do my subordinates accept me as a leader?" This question reflects which of the following dimensions of situational control? A. leader-member relations B. influence C. task structure D. position power E. charisma

A. leader-member relations

Jamal points out during the meeting that the group has fallen a half hour behind schedule according to the agenda, and should get back to the important work at hand. He is performing a ______ role. A. task B. relational C. production D. social E. maintenance

A. task

At Panther Lighting Fixtures, employees were asked how the quality of the company's customer service could best be measured, and management then implemented a survey system based on the feedback. The company has overcome which of the following barriers to success of control systems? A. too little employee participation B. too much control C. overemphasis on paperwork D. overemphasis on one instead of multiple approaches E. overemphasis on means instead of ends

A. too little employee participation

Of the following, which medium is the richest? A. videoconference B. telephone C. e-mail D. company newsletter E. memo

A. videoconference

Assume that China imports a significant amount of coffee beans from Vietnam. Which trading bloc would reduce trade barriers between Chin a and Vietnam?

ASEAN

The multiplier effect states that a manager's influence on the organization A) can have great and continual cost implications. B) has implications far beyond the results that can be achieved by one person acting alone. C) can result in many types of company diversity. D) also results in large consequences for employees' families. E) is felt repeatedly for many days.

B

The leadership styles of ________ originally included supportive and achievement-oriented and two others, but was more recently revised to include a total of eight styles. A. Fiedler's contingency model B. House's path-goal model C. leader-member exchange model D. LMX model of leadership E. Greenleaf's servant leadership model

B. House's path-goal model

Which of the following statements is not true of social media? A. The use of social media in the workplace often leads to reduced turnover, higher performance, and increased job satisfaction. B. Social media rarely reduces productivity in the workplace. C. Your overall presence on the Internet and social media sites should reflect a mature and responsible individual and include nothing you'd be afraid to see in the newspaper. D. In terms of job recruiting, LinkedIn is the most widely used social media site. E. Social media can lead to hiring discrimination by revealing applicants' religious affiliation, age, family composition, or sexual orientation.

B. Social media rarely reduces productivity in the workplace.

Tyrone was recently promoted to manager. Although he used to take advice from his peers, he seems no longer willing to listen to any input from them or his boss, and he is determined to run the project how he thinks best. Which personal barrier to communication is Tyrone exhibiting? A. a tendency to judge others' messages B. an oversized ego C. variable skills in communicating effectively D. variation in interpreting information E. an inability to listen with understanding

B. an oversized ego

Which of the following is not an element of the communication model? A. feedback B. decoder C. sender D. noise E. message

B. decoder

Managers can increase overall productivity by increasing the efficiency of all the following except A. capital. B. goals. C. energy. D. materials. E. labor.

B. goals.

Levi led a team that has just finished up a very challenging research project that will assist management in developing long-range plans. Despite the stress of the past few months, most participants seem sad it's over. Now Levi should A. ensure those members can work on similar tasks going forward. B. have an awards ceremony. C. get the group disbanded quickly to free people up for new things. D. provide opportunities for people to get to know one another better now. E. emphasize unity.

B. have an awards ceremony.

Administrative oversight given to self-managed teams does not typically include A. customer service. B. hiring and firing. C. customer interaction. D. work scheduling. E. shop-floor procedures.

B. hiring and firing.

Increasing employee psychological empowerment requires four kinds of behaviors, including all of the following except A. progress. B. inspiration. C. competence. D. meaningfulness. E. self-determination.

B. inspiration.

According to Fiedler's contingency model, ______ situation control favors a leader who is ______-oriented. A. moderate; task B. moderate; relationship C. high; transformational D. low; relationship E. low; transformational

B. moderate; relationship

The grapevine is A. a formal communication channel. B. more active when official communication is lacking. C. almost wholly inaccurate. D. the source of as much as 90 percent of all organizational communication. E. slower than formal channels.

B. more active when official communication is lacking.

When Nelson saw Betty in the stockroom stuffing her purse with expensive printer cartridges, Betty was quick to say, "We've been friends since first grade, so I'm sure you won't say anything about this." Betty was using a(n) _____ on Nelson. A. pressure tactic B. personal appeal C. exchange tactic D. legitimating tactic E. coalition tactic

B. personal appeal

David's peers were surprised when he received a promotion and suddenly became their supervisor. They thought he was rather unreliable and weren't sure he was up to the task. According to the contingency model, David has A. poor worker facilitation. B. poor leader-member relations. C. weak position power. D. unsuccessful leadership adaptation. E. low task structure.

B. poor leader-member relations.

The three dimensions of situational control are leader-member relations, the task structure, and A. organizational culture. B. position power. C. personality. D. psychological empowerment. E. environment.

B. position power

Which of the following is a tip for writing more effectively for business purposes? A. construct interesting, complex sentences B. start by stating your purpose and what you expect of the reader C. use the passive voice (rather than the active voice) D. begin an e-mail with an informal greeting like "Hey" E. avoid using a subject line when sending an e-mail

B. start by stating your purpose and what you expect of the reader

The key to protecting digital communication systems against fraud, hackers, identity theft, and other threats is A. using file-sharing services. B. using prevention techniques like strong passwords. C. hiring ethical employees. D. minimizing turnover. E. creating a well-funded IT department.

B. using prevention techniques like strong passwords.

What was the most frequently used source of financing among entrepreneurs in 2017?

Bank loans

Which of the following is an example of empathetic communication? A. "If you don't like your job, we can easily replace you." B. "We need to get this job finished on time if we want to keep our jobs." C. "I understand your frustration; this deadline is intense, and we're running on reduced staff." D. "These intense deadlines are both unreasonable and unfair." E. "You don't have a choice; this is the job we hired you to do."

C. "I understand your frustration; this deadline is intense, and we're running on reduced staff."

Which of the following is not a principle of Deming management? A. Companies should aim at improving the system. B. Improved quality leads to increased market share and employment. C. Companies should determine which workers are to blame for problems. D. Quality can be improved on the basis of hard data. E. Quality should be aimed at the needs of the consumer.

C. Companies should determine which workers are to blame for problems.

Executives at Breakers Engineering want to let middle managers know that the company is going to be acquired by its largest competitor. Assuming the following paths of communication are possible, how should executives communicate this information? A. Send an e-mail to all managers. B. Schedule a conference phone call. C. Hold a face-to-face meeting. D. Post a notice on all bulletin boards. E. Send a note to all managers.

C. Hold a face-to-face meeting.

Which of the following statements is true? A. Men are less willing than women to talk over others. B. Men are more likely than women to indicate that they are uncertain about an issue. C. Men tend to withdraw and isolate themselves when problem solving, whereas women seek out others for support and can interpret men's withdrawing as lack of caring. D. In terms of answering questions, men tend to provide more information than needed, while women tend to be quick and to the point. E. Men are more skilled at deciphering nonverbal cues than women are.

C. Men tend to withdraw and isolate themselves when problem solving, whereas women seek out others for support and can interpret men's withdrawing as lack of caring.

Which of the following is a characteristic of transformational leaders? A. They monitor progress toward their achievement. B. They are better in stable situations. C. They encourage people to do exceptional things with trust, commitment, and loyalty to produce significant results and change. D. They try to get people to do ordinary things. E. They provide rewards in exchange for employees doing the work.

C. They encourage people to do exceptional things with trust, commitment, and loyalty to produce significant results and change.

Which of the following is an example of controlling communication? A. You can try doing it that way, but it won't work. B. Let's put our heads together and figure out a better way to accomplish this task. C. You must complete the audit by Friday of this week. D. I have been sensing that you're dissatisfied with this job assignment. E. I've been doing this job for much longer than you have; I know the right way to do it.

C. You must complete the audit by Friday of this week.

Which of the following is not characteristic of workgroups with excessive conflict? A. dissatisfaction B. lack of teamwork C. creativity D. political infighting E. indecision

C. creativity

The dean at Corbin Business College disseminated a new five-year strategic plan to department chairs. This is an example of ________ communication. A. corporate B. external C. downward D. informal E. horizontal

C. downward

Transformational leadership is positively associated with all the following except A. measures of organizational effectiveness. B. measures of leadership effectiveness and employee job satisfaction. C. less commitment to organizational change. D. higher levels of intrinsic motivation, group cohesion, and work engagement. E. more employee identification with their leaders and with their immediate work groups.

C. less commitment to organizational change.

Trina is outgoing, warm, and truly inspirational when she talks about where she wants to lead her division. Her employees seem eager to do anything she asks. Because of her personality and not her position, Trina has ______ power. A. reward B. legitimate C. referent D. coercive E. expert

C. referent

You work as the sales manager for a company that sells paper supplies to businesses of all sizes. Because the profit margins are razor-thin, you need to ensure that you are getting the very best prices on all paper supplies from the manufacturers. When reviewing the quarterly profit statement, you realize that your costs are higher than they should be, and you trace the higher costs back to an employee who has been lax about getting competitive bids to ensure the lowest prices. When you conduct your research to determine the reason for the higher costs, and take action to bring those costs back down, in which of the key management processes are you taking part?

Controlling

Which of the following statements is not true about communication in the workplace? A. The pathway by which a message travels is called the medium. B. The communication process involves sender, message, and receiver; encoding and decoding; the medium; feedback; and dealing with "noise," or interference. C. Communication is a form of social information processing, in which receivers interpret messages by cognitively processing them. D. Emails can cut through the misunderstandings that result from misinterpreted phone calls. E. Efficient communicators can transmit their message accurately in the least amount of time.

D. Emails can cut through the misunderstandings that result from misinterpreted phone calls.

Which of the following is a "do" when attempting to improve communication? A. Speak very slowly. B. Lick your lips or play with your hair. C. Look away from the speaker. D. Smile. E. Close your eyes.

D. Smile.

Among people age 18-24, the most popular social network is _______; among people aged 35-44, the most popular social network is ________. A. Twitter, Google+ B. Facebook, Pinterest C. Pinterest, Twitter D. Snapchat; LinkedIn E. Instagram, Tumblr

D. Snapchat; LinkedIn

Which of the following areas of control for organizations exerts informal control? A. structural B. competitive C. human resources D. informational D. cultural

D. cultural

When using a self-managed team, a manager should A. provide elaborate retreats for team discussions. B. allow members to fire their team members. C. control the team's staffing and scheduling. D. delegate administrative oversight of work scheduling and customer interaction. E. offer lucrative individual bonuses.

D. delegate administrative oversight of work scheduling and customer interaction.

According to House's revised path-goal theory, a leader's style should vary depending on A. leader-member relations. B. position power. C. situational control. D. employee characteristics and environmental factors. E. organizational readiness.

D. employee characteristics and environmental factors.

Regina apologized to Clay for an e-mail that upset him. She said she had chosen an inconsiderate way of stating her idea, and that she'd be happy to discuss it further. Regina is A. exercising personalized power. B. practicing shared leadership. C. using a personal appeal. D. expressing consideration behavior. E. initiating structure.

D. expressing consideration behavior.

The introduction to a business speech should A. contain a phrase like "I'm honored to be here." B. contain significant details of the presentation. C. contain at least one joke. D. get right to the point. E. contain an unrelated story to catch the interest of the audience.

D. get right to the point.

Kara was required to take a word-processing test as part of her application for an executive assistant position. This control is part of the ______ area. A. informational B. structural C. financial D. human resources E. physical

D. human resources

Which balanced scorecard perspective helps top management focus on what the organization must excel at to effectively meet its financial objectives and customers' expectations? A. operational perspective B. financial perspective C. customer perspective D. internal business perspective E. innovation and learning perspective

D. internal business perspective

One characteristic of incremental budgeting is that it A. allows comparison using various units, like labor hours and dollars. B. requires more time from managers than zero-based budgeting. C. is flexible toward changing environmental demands. D. locks managers into stable spending arrangements. E. allows easy comparison of different departments doing different activities.

D. locks managers into stable spending arrangements.

The more management levels through which a message passes, the A. higher the chance the message will become external. B. more disorganized the organization. C. more important the message is. D. more distorted the message may become. E. more informal the organization.

D. more distorted the message may become.

Amy, the manager of a branch location of a large travel firm, treated company resources as if they were her own and encouraged continued development and training of her employees. She cared about the staff deeply and even organized international volunteering activities to promote their growth. Amy could best be described as which type of leader? A. shared B. situational C. laissez-faire D. servant

D. servant

The group development stage in which individuals test the leader's policies and assumptions as they try to determine how they fit into the power structure is the ______ stage. A. performing B. forming C. norming D. storming E. adjourning

D. storming

Judith supervises a call center department that receives stress-producing calls from unhappy customers. Turnover has increased by 33 percent over the last four months. Judith is understanding and patient with her staff, and tells them she knows what they're going through since it wasn't so long ago that she took those calls. According to revised path-goal theory, Judith is using a(n) ______ leadership style. A. value-based B. work facilitation C. achievement-oriented D. supportive E. interaction facilitation

D. supportive

Sammie leads a task force charged with restructuring the order-processing system in the organization. The task force is composed of her peers over whom she has little control, and some of whom do not seem to respect her. According to the contingency model, Sammie should adopt a(n) ___________ leadership style. A. employee-centered B. relationship-oriented C. participatory D. task-oriented E. initiating structure

D. task-oriented

Which of the following is a manifestation of excessive conflict in the workplace? A. lack of creativity B. indecision C. missed deadlines D. violence and workplace aggression E. apathy

D. violence and workplace aggression

The district manager of a national fast-food restaurant watches the sales reports for each restaurant daily to compare actual sales with projected sales goals, and then takes corrective action if needed. In which part of the management process is he or she participating? A) motivating B) organizing C) situational planning D) goal setting E) controlling

E

Which of the following is the best way to manage virtual teams? A. Require all team members to work on the same schedule—say, Monday through Friday, from 9 a.m. until 6 p.m. B. Meet with each individual member of the team at least twice a week. C. Make sure that the majority of your team members are junior-level staffers who have no more than a year's tenure at the company. D. Avoid face-to-face communication and convey information primarily through email and texts. E. Check in regularly, but resist the urge to micromanage.

E. Check in regularly, but resist the urge to micromanage.

Which of the following is not an example of noise in the communication process in a typical classroom? A. an attractive person walking by the open classroom door B. uncomfortable classroom desks C. groundskeepers mowing the lawn outside the classroom window D. a student in the back of the classroom texting a friend E. a student answering a professor's question

E. a student answering a professor's question

Paige missed another deadline and her boss, Linda, is very upset. She will have to explain to the client again why the project is behind. Linda thinks she may say something she'll regret if she talks to Paige about this now, so she decides to wait a while. Linda is using the ______ conflict-handling style. A. compromising B. forcing C. collaborating D. accommodating E. avoiding

E. avoiding

Current assets, fixed assets, and liabilities are all part of an organization's A. expense budget. B. capital expenditures budget. C. cash flow statement. D. income statement. E. balance sheet.

E. balance sheet.

Lamar brought his proposal to Lindsay before the meeting saying, "I'm sure you have some ideas on this, and we could try to get them incorporated upfront." Which influence tactic is Lamar using? A. ingratiating tactics B. inspirational appeals C. personal appeals D. legitimating tactics E. consultation

E. consultation

Two or more freely interacting individuals who share norms, share goals, and have a common identity are called a A. cluster. B. self-managing work team. C. collaborative unit. D. quality circle. E. group.

E. group.

House's revision of his theory puts more emphasis on the need for leaders to foster A. an external locus of control. B. concrete rewards. C. personal growth in management knowledge. D. achievement. E. intrinsic motivation through empowerment.

E. intrinsic motivation through empowerment.

In managing virtual workers, a manager should A. set up large teams composed of employees from different departments across the organization. B. make sure the worker is keeping to a fixed schedule of hours. C. give directions only by phone or in person. D. set goals that focus on team members' personal enrichment. E. meet regularly, face-to-face.

E. meet regularly, face-to-face.

Harbor Casino and Resort requires its casino dealers to have licenses, observes them using closed-circuit TV, and requires detailed reports at the end of each shift. This organization has overcome the control system barrier of A. overemphasis on means instead of ends. B. too little participation. C. too much control. D. overemphasis on paperwork. E. overemphasis on one instead of multiple approaches.

E. overemphasis on one instead of multiple approaches.

Roger was talking to a coworker in a meeting, and he wasn't listening when his supervisor announced work assignments. This situation is an example of what type of barrier to communication? A. encoding barrier B. decoding barrier C. medium barrier D. feedback barrier E. receiver barrier

E. receiver barrier

Marcel supervises a group of paralegals serving the firm's lawyers. He gets along well with his employees, and he has created detailed procedures for all the types of legal document they encounter. Marcel hires and fires; he also gives work assignments, performance appraisals, and promotions. The optimal leadership style for Marcel is _____ according to the contingency model. A. transitional B. relationship-oriented C. consideration D. transformational E. task-oriented

E. task-oriented

Which of the following is not considered an essential consideration in building a group into an effective team? A. collaboration B. norms C. roles D. trust E. unanimity

E. unanimity

Which of the following would be an effective SMART goal for Domino's wedding registry?

Each Domino's location will cater at least six weddings by the end of next year.

____ management encourages managers to make facts and logic the foundation of their approach to decision-making.

Evidence-Based

_ holds that there are few really new ideas and that "true is better" than new.

Evidence-based management

________ holds that there are few really new ideas and that "true is better" than new.

Evidence-based management

Organizations can gain a competitive advantage simply by matching their competition in terms of cutting costs and responsiveness to employees.

FALSE

Mintzberg proposed that managers utilize written communication more than verbal communication. True or False?

False **A manager relies more on verbal than on written communication. Writing letters, memos, and reports takes time. Most managers in Mintzberg's research tended to get and transmit information through telephone conversations and meetings.

When Greg meets regularly with his workers to provide encouraging words so that they work hard to achieve the company's goals, he is engaged in the management function of controlling. True or False?

False **Leading is defined as motivating, directing, and otherwise influencing people to work hard to achieve the organization's goals.

Tom and Susan, a young couple, are in need of assistance after Tom lost his job as a manager. Receiving unemployment payments and food stamps from the government are examples of philanthropy.

False **Philanthropy is making charitable donations to benefit humankind.

Quantitative management emphasizes the use of accounting to provide the needed internal controls related to inventory. True

False **Quantitative management emphasizes the use of accounting to provide the needed internal controls related to inventory. True

To be efficient means to use resources like people, money, and raw materials wisely and cost effectively. To be effective means to achieve results, to make the right decisions, and to successfully carry them out so they achieve the organization's goals. True or False?

False **To be efficient means to use resources like people, money, and raw materials wisely and cost effectively. To be effective means to achieve results, to make the right decisions, and to successfully carry them out so they achieve the organization's goals.

Mintzberg concluded that managers play three broad types of roles: interpersonal, analytical, and critical. True or False?

False **From his observations and other research, Mintzberg concluded that managers play three broad types of roles or "organized sets of behavior:" interpersonal, informational, and decisional.

Wholly owned subsidiaries:

Is a foreign subsidiary that is totally owned and controlled by an organization

_______ suggested that organizations should be operated as "communities," with managers and subordinates working together in harmony. For example, in a publishing company run as a community, editors, editorial assistants, and publishers would work together to determine which books should be published.

Mary Parker Follett

Which trading bloc has the goal to reduce tariffs by 75 percent and achieve full economic integration?

NAFTA????

The "shrinking" of time and space as air travel and the electronic media make it easier for people of the world to communicate with one another refers to _____.

The Global Village

George is developing a new employee schedule for his lawn care service due to the increase in business during the summer. While doing this, George is involved in organizing.

True

True or false: One reason a company might create a bad strategic plan is because they make incorrect assumptions about what will happen in the market going forward.

True Rationale:faulty assumptions about the future can lead to a bad strategic plan

Mostly Murder Press is a small publisher that specializes in publishing mystery and suspense novels. Mostly Murder Press does not maintain an office. Rather, its four employees work from their homes. One lives in New York, one lives in Chicago, one lives in San Antonio, and one lives in Portland, Oregon. The staff collaborate using Skype, Google Hangouts, WebEx, phone conference calls, and other business applications that allow them to meet in real time. Mostly Murder Press is an example of

a virtual organization

geocentric managers

accept that there are differences and similarities between home and foreign personnel and practices, and they believe that managers should use whatever techniques are most effective.

Joe, owner of ABC Electronics, just discovered that his trusted friend Paul, his accountant for over 30 years, has been mishandling the company books and stealing from the company bank account. Joe must decide whether to publicly ignore his friend's actions and avoid bad publicity for the firm, an example of ____.

an ethical dilemma

At ABC Manufacturing, employees work together to achieve the company goals and purposes. This describes ___.

an organization

Tom, who owns a successful business with two locations and a few international clients, was approached by a large organization about dramatically expanding his company. Tom later told his wife that he is happy with his success, but he wants to stay small because if he decides to add new products, small companies

can get started more easily and maneuver faster

Sal, a production manager, knows that some of his employees are upset with a new corporate policy that eliminates a tuition reimbursement program. As a result, some of these employees are participating in soldiering. To eliminate soldiering, Sal should

carefully select workers according to their abilities and give workers training

MBO works by objectives moving through the organization; that is, top managers set general organizational objectives, which are translated into divisional objectives, which are translated into departmental objectives. The hierarchy ends in individual objectives set by each employee. This is an example of MBO working as objectives ______ through the organization

cascading down

4. Briley is taking a course to learn some basic Hindi in order to prepare for an upcoming business trip to India.

choose something basic

6. Tripp has started dining weekly at a local Vietnamese restaurant and conversing with the owners before he engages in an important business transaction with a group of Vietnamese clients.

choose something basic

Marie and Marti are partners who solely own M and M Florist. As owners, they can

claim an organization as their legal property

For years Print and Copy, a copier machine supplier, enjoyed strong sales and a huge share of the copier market, far ahead of its nearest competitor. However, over the years, Print and Copy seldom asked customers for feedback. So when some of Print and Copy's competition responded to customers' needs and started offering copiers with new features (such as wireless printing from laptop and tablet computers), Print and Copy lost much of its market share. Print and Copy's system is best described as

closed

The city fire department offers its services to any individual within its city limits, so even Ken, who is driving through the city on vacation, received assistance with a car fire. The fire department is an example of a ________organization.

commonweal

The city fire department offers its services to any individual within its city limits, so even Paul, who is driving through the city on vacation, received assistance with a car fire. The fire department is an example of a _ organization.

commonweal

Great systems of _____ are the hallmark of great civilizations

communications

Great systems of ________ are the hallmark of great civilizations

communications

embargoes

complete ban on the import or export of certain products

When Randy, a general manger of a national retailer, moved to a different store in his company that was having difficulty, he knew that sales were low and after talking to his employees, he found morale was also low. At first, Randy thought attitudes were power due to low sales, but after working closely with employees, he realized that the poor attitudes were actually cause of poor sales. Randy was able to discover the cause of the problem by utilizing _ skills.

conceptual

According to the findings of the GLOBE project, the assertiveness dimension represents the extent to which a society values

confrontation and competitiveness

According to the findings of the GLOBE project, the assertiveness dimension represents the extent to which a society values ____.

confrontation and competitiveness

Within his company, Greg has set up a system with inputs, outputs, transformation processes, and feedback. He utilizes a management style that varies according to the individual and environmental situation, with a strategy for minimizing errors by managing each stage of production. Greg is utilizing a _______ perspective.

contemporary

Within his company, Vernon has set up a system with inputs, outputs, transformation processes, and feedback. He utilizes a management style that varies according to the individual and environmental situation, with a strategy for minimizing errors by managing each stage of production. Vernon is utilizing a _______ perspective.

contemporary

When a manger assesses a particular situation and decides what to do according to the individual and environmental situation, the manager is utilizing the _ viewpoint.

contigency

When a manager assesses a particular situation and decides what to do according to the individual and environmental situation, the manager is utilizing the ____ viewpoint.

contingency

You work as the sales manager for a company that sells office supplies to businesses of all sizes. Because the profit margins are razor-thin, you need to ensure that you are getting the very best prices on paper, pencils, pens, Post-It notes, and other office supplies from the manufacturers. When reviewing the quarterly profit statement, you realize that your costs are higher than they should be, and you trace the higher costs back to an employee who has been lax about getting competitive bids to ensure the lowest prices. When conduct your research to determine the reason for the higher costs, and take action to bring those costs back down, in which key management processes are you taking part?

controlling

Charmaine, a district manager for a global retailer, is traveling to different stores in her district to discuss with store managers how to increase profitability for the rest of the fiscal year. What is Charmaine doing?

controlling the direction of the planning/control cycle

After more than 100 years in business, Don, the president of a successful family-owned company, wants to give back to the people of the community for the many years of success that they have given to my father and me. He decides to donate a significant portion of profits to a charity every year. What Don's company is doing is an example of ___.

corporate social responsibility

The company that Don owns, the Ardmore General Store, is a family-owned company that has been in business for more than 100 years. Don wants to give back to the people of the community to acknowledge their role in the store's success. He decides to donate a significant portion of the store's profits to a charity every year. Don's decision is an example of ___ in action.

corporate social responsibility

Today, it is stressed even more that companies go beyond just making a profit and take into consideration the environment and philanthropic initiatives. This is known as practicing ______.

corporate social responsibility

The general term for an entity that is separate from its owners and thus has its own legal rights is a(n) ______.

corporation

Using ________, Don's Carpet installed carpet at no cost for City Office Supply, in exchange for $1,000 of office supplies.

countertrading

Susan, from Iowa, arrived in Saudi Arabia and immediately noticed that the way Saudi men treat women is vastly different than how men in the U.S. treat women. Susan was feeling uncomfortable because she was experiencing ___.

culture shock

resource allocator

decides who will get what resources & in what amounts

As a store manager, Liandra has to play the role of negotiator, such as purchasing products at a fair price for her company. As she handles this responsibility, Liandra is playing the ____ role.

decisional

Recent trends show that the percentage of the labor force represented by unions has _____.

decreased

quality control

defined as the strategy for minimizing errors by managing each stage of production.

International Monetary Fund (IMF)

designed to assist in smoothing the flow of money between nations

A company is using a ______ pay structure in which more efficient workers earn higher wages.

differential rate

A pay structure in which more efficient workers earn higher wages, as suggested by Frederick W. Taylor, is known as a(n) _ system.

differential rate

A pay structure in which more efficient workers earn higher wages, as suggested by Frederick W. Taylor, is known as a(n) _____ system.

differential rate

Sari, a movie theater manager, recently implemented a policy stating that workers who are willing to work a double shift on Friday or Saturday nights will earn a bonus on top of their regular pay. What is Sari implementing?

differential rate system

Imagine you are a Starbucks executive traveling to China from the company's U.S. headquarters. You are going to Beijing to negotiate a commercial real estate deal. Based on what you know about high and low context differences between the United States and China, what should you avoid doing?

discussing non-business-related topics

The vice president of human resources for a national electronics retailer is meeting with employees of several stores to present information to workers that their stores are closing and how the company will help employees in the future. Here, the vice president of HR is playing a(n) _______ role.

disseminator

Blue Brothers' cleaning products and equipment are sold to consumers and commercial cleaning companies in Clean Supply's janitorial supply and equipment store. Blue Brothers' relies heavily on Clean Supply to help sell its goods and services to customers. Clean Supply is a(n) ____ of Blue Brothers' products.

distributor

The upper-level managers of One World Enterprises are meeting for the week to look at the long-term company goals and overall direction of the organization. The CEO has expressed his concern over the economy and has told his managers to look closely at the environment outside the organization before making decisions and to be future oriented. In this meeting, top managers of One World are

doing strategic planning

Which of the following is not a reason why Uber has been able to rapidly expand overseas?

e-commerce

Tom and his managers are discussing the unemployment, inflation, and interest-rate trends that might affect their chain of coffee shops over the next 12 months and the projected growth in the areas where the stores are located. The managers are studying the ______ forces in their organization's general environment.

economic

Which forces are part of the macroenvironment?

economic, technological, sociocultural, demographic, political-legal, and international

Greg, a supervisor, is known by his managers to be sharp in his decisions and has a good track record of meeting his goals. Greg is a(n) ____ manager.

effective

What two things are credited with creating the "global village?"

electronic media and convenient air travel

At one time, the United States used a(n) ________ to prohibit the import of all products made in Cuba.

embargo

The U.S. does not allow the import of Cuban sugar and cigars. This is an example of a(n):

embargo

The United States has prohibited the import of products from Iran due to the political situation in that nation. This ban is an example of a(n) ____.

embargo

1. A complete ban on trade with another country or a prohibition on trading specific types of products, services, or technology to another country

embargoes and sanctions

6. The United States does not export any materials to North Korea that may help North Korea bolster its nuclear program.

embargoes and sanctions

Qatar earned the rank of first place in terms of gross domestic product because they

embraced the idea of many national markets.

Behavioral Viewpoint

emphasis on understanding human behavior & motivating employees toward achievement * Human Relations Movement * Behavioral science approach

Classical Viewpoint

emphasis on ways to manage work more efficiently Scientific and Administrative Management

Classical Viewpoint

emphasis on ways to manage work more efficiently * Scientific management * Administrative management

Deshawn started a new type of business that provides new and unique services that did not exist before his efforts. Deshawn is acting as a(n)

entrepreneur

Cheyanne, the regional manager of a global sales organization, gives freedom to the sales representatives on the amount spent on gifts for prospective Asian and European customers. Cheyanne is managing for

ethical standards

Shoshanna, the regional manager of a global sales organization, gives freedom to the sales representatives on the amount spent on gifts for prospective Asian and European customers. Shoshanna is managing for

ethical standards

An organization's standards of right and wrong that influence employee behavior are referred to as _______.

ethics

John, a construction manager, has been having problems finding quality employees in some of his foreign offices. While speaking with his attorney, Alisha, he mentioned that "in our locations overseas, many of our good employees have been quitting, and as you know, we have numerous lawsuits over personnel policies." Alisha explained that historically, these types of issues are a result of ____ policies.

ethnocentric

John, a construction manager, has been having problems finding quality employees in some of the company's foreign offices. While speaking with his attorney, Alisha, he mentioned that "in our locations overseas, many of our good employees have been quitting, and as you know, we have numerous lawsuits over personnel policies." Alisha explained that historically, problems with employee turnover and lawsuits are a result of ____ policies

ethnocentric

Pablo, a construction manager with employees working in Puerto Rico, is having a hard time with employee turnover. While speaking with his human resources manager, Avery, he says he does not understand why the workers come to work late, take longer lunches, and yet still punch out at five o'clock. He feels they should want to work to get the country back on its feet and do what it takes to get the job done. Based on this example, Pablo is most likely a(n) ________ manager.

ethnocentric

When planning a trip to France, Jim and his wife, both Americans, were concerned about how much they could afford to spend in Europe because sometimes the U.S. dollar will buy more goods and sometimes it will buy less, based on changing economic conditions. The ____ rate is the rate at which the currency of one area or country can be exchanged for the currency of another's.

exchange

Greg, a geologist from Kansas who works for ExxonMobil, has decided to transfer to one of ExxonMobil's offices in Saudi Arabia. Greg is a(n) ____ while living in Saudi Arabia,

expatriate

Greg, who is from Florida and a geologist for ExxonMobil, decided to transfer to an office in Saudi Arabia. Greg is a(n) ____.

expatriate

Assume John exhibits all the characteristics of an entrepreneur. With this in mind, which of the following characteristics would he most likely not exhibit?

external locus of control

People who are outside an organization but are still affected by the organization are called the ______.

external stakeholder

Problems with using expatriate employees include: (select all that apply)

failure to effectively manage the return of expatriates ultimately reducing the company's return on investmenthigh costs to the organization sending their employees overseas as expatriatesearly turnover

A business plan is a tool used by the federal government to determine how to strengthen the business sector through macroeconomics and microeconomics.

false **A business plan is a document that outlines a proposed firm's goals, the strategy for achieving them, and the standards for measuring success.

During the annual planning meeting, Alexandria, president of a Fortune 500 company, discussed with the upper management the strategic goal of expanding company operations across the globe. This long-term vision by Alexandria is an example of e-commerce.

false **A multinational corporation, or multinational enterprise, is a business firm with operations in several countries. E-commerce, or electronic commerce, is the buying and selling of products and services through computer networks.

Abraham Maslow said that all customers and their needs are equal in importance.

false **Abraham Maslow said that some needs must be satisfied before others, and proposed his famous hierarchy of human needs: physiological, safety, love, esteem, and self-actualization.

In discussing Americans as global citizens, Keith Reinhard from the nonprofit group Business for Diplomatic Action said, "Globally, Americans are viewed by the world as quiet humanitarians striving for equality and accord."

false **Americans "are seen throughout the world as an arrogant people, totally self-absorbed and loud," says Keith Reinhard, former head of advertising conglomerate DDB Worldwide who is leading an effort to reverse that through a nonprofit group called Business for Diplomatic Action.

Tom, the CEO of a large landscaping company, has been studying an article in a business publication that instructs managers how to increase profits through boosting worker efficiency. This is the aim of corporate social responsibility, which states that it is the responsibility of corporations to be profitable even if the other goals in the community are not met.

false **Corporate social responsibility (CSR) is the notion that corporations are expected to go above and beyond following the law and making a profit to be a good corporate citizen and benefit interests of society.

Central American farmers sell their produce to American customers at a price that is above the price charged by American companies to increase the price of the American products, this is an example of dumping.

false **Dumping is the practice of a foreign company exporting products abroad at a lower price than the price in the home market, or even below the costs of production, to drive down the price of the domestic product.

Free trade is when companies offer their goods and services at little or no cost to consumers through bartering, coupons, and donations to enter a new market or with business start-ups.

false **Free trade is the movement of goods and services among nations without political or economic obstruction.

The planning/control cycle is an order planning system in which employees work with customers to plan orders and discuss delivery times.

false **In the planning/control cycle, managers take corrective action by correcting deviations in the plan being carried out or by improving future plans

Max Weber believed that a company that is a bureaucracy never achieves a competitive advantage because it is inefficient and is plagued with management problems.

false **Max Weber believed that a bureaucracy was a rational, efficient, ideal organization based on principles of logic.

Don feels that inefficiency is the cause of increased costs in his production facility. Therefore, he is interested in making improvements in his factory by utilizing all components of a system, which include design, inputs, production processes, outputs, sales, and feedback.

false **The four parts of a system are inputs, outputs, transformational processes, and feedback

Internal stakeholders include the owners, board of directors, customers, suppliers, distributors, and the community.

false **The internal stakeholders consist of employees, owners, and the board of directors, if any.

There are two levels of management in an organization: top and first-line.

false **Managers of an organization may be classified into four levels: top, middle, first-line, and team leaders.

Recent protests against World Bank operations involve complaints of supporting countries permitting sweatshop labor or that restrict religious freedom, and _____.

financing projects that could damage the ecosystem

innovation

finding ways to deliver new or better goods or services

According to the _______, taking care of customers is essential to obtaining a competitive advantage.

first law of business

Donna manages the service desk and makes routine decisions related to customer refunds and merchandise returns. Donna also oversees the daily tasks of the cashiers and front desk employees. Donna is a(n)

first-line manager.

Vondra believes that if her company created a problem for the local farm community by rationing water supplies, then her company needs to give those farmers grant money so they can get back on their feet. Vondra is advocating _____ corporate social responsibility.

for

Maquiladora

foreign-owned manufacturing plants allowed to operate in Mexico with special privileges in return for employing Mexican citizens

Two drug companies agree to work together to pool their research and development funds to develop a new drug for arthritis. In doing so, these two organizations have:

formed a strategic alliance

Luxere Hotels International, an American company, sells the rights to other hospitality companies globally to open hotels with the Luxere name for a fee and a share of the profit, in return for using Luxere's brand name and a package of materials and services. Luxere is engaged in

franchising

Luxere Hotels International, an American company, sells the rights to other hospitality companies globally to open hotels with the Luxere name for a fee and a share of the profit, in return for using Luxere's brand name and a package of materials and services. This defines ____.

franchising

Donna, vice president of finance, and Bob, vice president of human resources, are

functional managers.

which conflict is bad and which is good?

functional= good dysfunctional = bad

The extent to which a society encourages investment in the future, as by planning and saving

future orientation

Based on the text, many companies are interested in expanding globally in order to

gain access to supplies, new markets and lower labor cost

Based on the text, many companies are interested in expanding globally in order to

gain access to supplies, new markets, and lower labor costs

Imagination Museum is holding nominations for its board of directors. It is the first time that over half of the positions are vacant, due to either retirements or term expirations. The new CEO wants to be sure that the board is representative of the community, as well as the patrons who attend most of the events. ,Which of the following considerations are important for a good board?

gender balance***

The extent to which a society should minimize gender discrimination and role inequalities

gender egalitarianism

Patsy, a registered nurse, has decided to start a home healthcare service to assist with the medical, meal preparation, and light housecleaning needs of older adults. To grow her business, Patsy is focusing her marketing efforts on the older adult population; in these efforts, she is involved with the _____ environment.

general

Penelope, a registered nurse, has decided to start a home healthcare service to assist with the medical, meal preparation, and light housecleaning needs of older adults. To grow her business, Penelope is focusing her marketing efforts on the older adult population; in these efforts, she is involved with the _____ environment.

general

Economic force:

general economic conditions and trends--unemployment, inflation, interest rates, economic growth--that may affect an organization's performance.

The macroenvironment, also known as the _____ includes six forces.

general environment

What is a synonym for the macroenvironment?

general environment

proper financial record keeping for public companies; as much as 25 years in prison.

general environment

Pietro, the vice president of marketing, is talking to Ryan, a sales manager in a foreign office, about several local situations that Ryan's reps are facing in their territory. Pietro tells Ryan that he believes there are differences and similarities between home and foreign personnel and practices, and that Ryan should use whatever techniques are most effective. Pietro is a(n) ________ manager.

geocentric

Roberto, the vice president of marketing, is talking to Francis, a sales manager in a foreign office, about several local situations that Francis's reps are facing in their territory. Roberto tells Francis that he believes there are differences and similarities between home and foreign personnel and practices, and that Francis should use whatever techniques are most effective. Roberto is a(n) ____ manager.

geocentric

Dave and his wife are expecting their first child this week, but Dave had to attend a very important meeting in Mexico City. While in Mexico, Dave was able to check his phone for text messages every hour, and as soon as his wife went into labor, he was able to return home in less than six hours. The _____ refers to this "shrinking" of time and space as air travel and electronic media have made it easier for people around the globe to communicate with one another.

global village

Management by objectives (MBO) and goal cascading will NOT work without an effective

goal setting process

Corporate _______ is the system of company oversight designed to ensure that the interests of owners and other stakeholders are protected.

governance

Which of the following describes the system of corporate governance?

governing a company so that the interests of corporate owners and other stakeholders are protected

When a pharmaceutical company wants to sell a newly tested drug to the public, it must first meet the ground rules established by

government regulators

_______ are regulatory agencies, such as the SEC (Securities and Exchange Commission), that establish ground rules under which organizations may operate.

government regulators

The Environmental Protection Agency (EPA) administers environmental standards in the U.S. EPA represents the __________ part of organizations' __________.

government regulators; task environment

Individual approach (ethical dilemma approach):

guided by what will result in the individual's best long-term interest, which ultimately are in everyone's self-interest

Abraham Maslow's listing of physiological, safety, love, esteem, and self-actualization needs, and his belief that some of these needs must be satisfied before others, was proposed in his _________.

hierarchy of human needs

In Mexico people tend to rely on situational cues, such as a handshake, for meaning when communicating with others. If a manager from one of Costco's U.S. locations is traveling to one of Mexico's warehouses, she should be aware that Mexico has a(n) _______ culture.

high context

The degree to which individuals are encouraged to be altruistic, caring, kind, generous, and fair_______

humane orientation

If an organization such as Uber, with a controversial past when it comes to kindness and fairness, decides to enter a new country, it would most likely be met with the most resistance from a country high in

humane orientation.

Gilbreths

identified 17 basic motions to determine whether the tasks could be done more efficiently through film

Donna, a chef in a fine restaurant, utilizes top-of-the-line equipment as she prepares meals for customers. Donna and her equipment are a(n) ______ in the restaurant's system.

input

The Johnsons decided to beautify their home by investing in landscaping. While doing this, they dealt with employees from various departments of the landscaping company, including a sales representative, a designer, the individuals who oversaw and did the work, the office and billing personnel, and also the maintenance personnel. Using the systems perspective, the people required to provide the landscaping services are considered ______.

inputs

James has a small bakery specializing in gourmet brownies. Based on the systems viewpoint, the flour, sugar, yeast, and eggs he uses in baking would be considered _______, whereas the decorated brownies he sells to customers would be considered _______.

inputs outputs

On an organization's board of directors,

inside directors may be members of the firm and outside directors are supposed to be elected from outside the firm

On an organization's board of directors,

inside directors may be members of the firm and outside directors are supposed to be elected from outside the firm.

Greg, the president of an IT company, purchased a large number of shares of company stock before the news of a new revolutionary computer processor was made public that will cause company profits to increase considerably. This action by Greg could be considered an example of _____.

insider trading

utilitarian approach

is guided by what will result in the greatest good for the greatest number of people. Managers often take the utilitarian approach, using financial performance such as efficiency and profit as the best definition of what constitutes "the greatest good for the greatest number."

Being a manager can be one of the greatest avenues to a meaningful life, particularly if the manager

is working within a supportive or interesting organizational culture.

Being a manager can be one of the greatest avenues to a meaningful life, particularly if the manger...

is working within a supportive or interesting organizational culture.

Katelyn, a millennial, is conducting her job search. She wants to work for a company that cares not only about its people, but about the planet too. In reviewing different company portfolios, where in the company would you guide her to be successful with her research?

its social audit documents ***

Sometimes a country's laws forbid foreigners from ownership within their nation, and the only way an American company can have a presence in that foreign country is with a(n) ___.

joint venture

Sometimes a country's laws forbid foreigners from owning a business in the nation. In the presence of such laws, a(n) _____ is one way for an American company to have a presence in that foreign country.

joint venture

Uber joined forces with Toyota, with the Japanese automaker agreeing to invest in Uber and to explore how the two companies might do ridesharing collaboration. Which method of international expansion does this specific relationship represent?

joint venturing

Pat, a manager at State University, is deciding how to set up a procedure for registering on-line that gives students fair access to courses. Pat is engaged in the ________ approach.

justice

Elizabeth is a chef and the kitchen manager in an upscale restaurant. She is very knowledgeable in both the culinary and restaurant management fields. Because she possesses these technical skills, Elizabeth can be considered a(n) _ worker.

knowledge

A national sales organization has implemented sets of training courses on its intranet, with a link that allows employees to find and share answers to questions that arise with customers. A system that allows the sharing of knowledge and information throughout an organization is known as

knowledge management.

With regard to boards of directors, and in particular their oversight of the CEO, the board of directors' _______ is the biggest complaint.

lack of independence from the CEO

At times, customers have an unexpected need and require certain departments, such as production, to change their schedule to meet the demands of the sales department. When Susan, the vice president of marketing, inspires the production team to put in the extra effort, she is playing a(n) _ role.

leadership

To maintain a competitive advantage, the top management of a national furniture store made the decision to increase employee training, add rewards that motivate employees, and look at improving procedures related to disciplining workers. These decisions are made by managers who play a ________ role.

leadership

To maintain a competitive advantage, the top management of a natural furniture store made the decision to increase employee training, add rewards that motivate employees, and look at improving procedures related to disciplining workers. These decisions are made by managers who play a _ role.

leadership

Rochelle, the CEO of a Fortune 500 company, met with business leaders from the local community. Afterwards, she spent time informally answering their questions about the company. In answering these questions, which managerial role was Rochelle playing?

leadership figurehead

When communicating across cultures, the best strategy regarding language use is to

learn the local language

A _______ organization actively creates, acquires, and transfers knowledge within itself and is able to modify its behavior to reflect new knowledge.

learning

Dominique, an executive chef in a large hotel, recently attended a training conference sponsored by several top professionals in his field, where he learned numerous ways his restaurant and hotel can better serve customers. Dominique is excited that management asked him to present this information to the hotel staff so that the restaurant and hotel can make needed improvements. Dominique's hotel is a(n) _____ organization.

learning

Kiddie Village is a successful daycare center. It focuses on actively developing, finding, and communicating new knowledge to its employees so that workers can modify their behavior to reflect this new knowledge. Kiddie Village is an example of a(n) _ organization.

learning

Noah's Ark is a successful child care center. It focuses on actively developing, finding, and communicating new knowledge to its employees so that workers can modify their behavior to reflect this new knowledge. Noah's Ark is an example of a(n) _______ organization.

learning

A company that allows a foreign company to pay it a fee to make or distribute its products or services is engaging in _____.

licensing

ChemTech International is being picketed by a group of people who live by their biggest plant. The group is concerned about ChemTech's disposal of waste products into nearby waterways. In this instance, ChemTech is dealing with the _____ part of its _______ environment.

local communities; task

The planning/control cycle has two planning steps. They are

make the plan; carry out the plan

Foreign Corrupt Practices Act

makes it illegal for U.S. companies to bribe foreign government officials to obtain or maintain business over which that foreign official has authority

According to Archie B. Carroll, the responsibilities of an organization can be arranged as a pyramid, with _____ at the base and _____ at the top.

making a profit; corporate citizenship

Don works diligently to accomplish the company goals in an efficient and effective manner, utilizing his employees through planning, organizing, leading, and controlling company resources. Don is ___.

managing

Tom, the manager of floral shop, is interested in implementing the principles of administrative management, which involves

managing the total organization

Maquiladoras:

manufacturing plants allowed to operate in Mexico w/ special privileges in return for employing Mexican citizens.

GLOBE project:

massive and ongoing cross-cultural investigation of 9 cultural dimensions involved in leadership and organizational processes

On an organization's board of directors, inside directors

may be members of the firm and outside directors are supposed to be elected from outside the firm.

On an organization's board of directors, inside directors ____; outside directors _____.

may be members of the firm; are supposed to be elected from outside the firm

Sustainable economic development

meets present needs without compromising the ability of future generations to meet their needs

You are a senior manager at a large consumer goods company. The company president has noticed that recent college graduates and junior-level employees tend to gravitate toward you. They come to you for advice and ask for your opinion on important matters, even though you are not their direct supervisor. The president realizes that you are acting as a(n) _____ to junior employees.

mentor

A distributor is sometimes referred to as a(n)

middle man

titles such as "division head," "plant manager," and "branch sales manager" refer to

middle managers

The WTO was formed to ____.

monitor and enforce trade agreements

With recent reports of identity theft, Mr. Jones, the CEO of a construction company, is concerned about his employees' privacy, and because of recent accidents on the job, he is also worried about the safety of his workers. Mr. Jones's concerns with privacy and health and safety are outlined in the _____ approach to deciding ethical dilemmas.

moral rights

If Norway decided to reduce import duties for Germany, which allowed Germany to export more cars to Norway at a lower cost, it would create a stronger tie between these two countries. In this situation, Norway is granting Germany _____ trading status.

most favored nation

Leading

motivate, direct, & influence people to achieve the goals

Alonzo, the president of his high school's senior class and honor society, has been very busy and did not study for an important history test. Although Alonzo is very confident, he realizes that he probably will not do well on the test. He has talked himself into cheating because he believes that cheating will help him maintain his strong GPA, which he will need to be accepted by a good college. He tells his friend, "I don't usually cheat, but I really have to do it." Which of the following might explain Alonzo's behavior?

motivated blindness

Alonzo, the president of the student class and honor society, has been very busy and did not study for the history test. Although Alonzo is very confident, he realizes that he probably will not do well on the exam and has talked himself into cheating because he feels it is worth it to maintain his strong GPA, which he will need to be accepted by a good college. He tells his friend, "I don't usually do this, but I really have to do it". This cause of Alonzo's behavior is ___________.

motivated blindness

Dawn, a young single mother, found a wallet with a large amount of money inside. In the past she has always tried to return the cash to the owner, knowing it is the right thing to do. However, with tough times, she has decided to keep the cash. She told a friend, "I don't normally do this, but we really need the money. So I really have to do it this one time." The most likely explanation for Dawn's behavior is _____.

motivational blindness

Wal-Mart is an example of a(n) ______ because it is a business with operations in multiple countries.

multinational corporation

Shoes International is a global nonprofit organization that works with schools and various companies to donate shoes to poor children throughout the world. Shoes International is an example of a

multinational organization

Fresh Toppings is based in Sacramento, California and has restaurants in 25 countries. In the United States, Fresh Toppings would be viewed as which of the following?

multinational organization???

Josh, a college student, has become very interested in helping his community, so he is volunteering in a neighborhood improvement organization. This type of organization is an example of a(n) _ organization.

mutual benefit

negotiator

negotiates schedules, projects, goals, outcomes, resources, & employee raises

multinational organization

nonprofit organization with operations in several countries; ex: Red Cross

tuckman's stage where conflicts are resolved, close relationships develop, and unity and harmony emerge

norming

Right Motors calls its customers after they purchase an automobile from the dealership. In addition, every year customers are asked to complete a short survey about the car they purchased from Right Motors and their customer-service experiences with the dealership. Right Motors is an example of a(n) ___ system.

open

Acme Sales calls its customers after they purchase an automobile from the dealership. In addition, every year customers are asked to complete a short survey about the car they purchased from Acme Sales and their customer-service experiences with the dealership. Acme Sales is an example of a(n) ___ system.

open-door

Managers in a plumbing company have been having problems with employees starting cliques. To develop more of a team culture, the CEO suggested utilizing Mary Parker Follett's belief: companies should _____.

operate as a community, with employees working in harmony

A nation's culture: (select all that apply)

operates in large part outside of individual awarenessis made up of many nuancescan seem intangible and perplexing to outsidersunconsciously teaches us how to walk, talk, behave, and relate to other people

It would be common practice to deal with multiple clients at once in a culture that _____.

operates on polychronic time

It is the function of the _____ to take the strategic plan and develop actionable short-term goals that a business can achieve.

operating plan

Nela proposes a potential prototype of an electric yacht to be done in the next year. Which of the following is an example of an operational goal and accompanying action plan for this proposal?

operational goal—modify land battery for water by September; action plan—develop a prototype in the next 12 months

If you are tasked with writing employee schedules and to-do lists for managers, what level of planning are you involved in?

operational planning

A company manufacturer is seeking to cut costs by designing an inventory system that reduces the number of finished products in stock due to overproduction and to set in place a production schedule that better matches customers' order. These plans are an example of _ in action.

operations management

A computer manufacturer is seeking to cut costs by designing an inventory system that reduces the number of finished products in stock due to overproduction and to set in place a production schedule that better matches customers' orders. These plans are an example of ____ in action.

operations management

Using suppliers outside of the company to provide materials to make goods and services is called _____.

outsourcing

Amy, a successful banker and educator, has decided to retire, but she is very interested in staying involved with a company "that cares." So when asked to be on its board of directors, she gladly accepted the invitation. As a member of the board, Amy will be involved with the organization's ____.

overall strategic goals and approval of major decisions

Amy, a successful banker and educator, has decided to retire, but she is very interested in staying involved with a company "that cares." So when asked to serve on its board of directors, she gladly accepted the invitation. As a member of the board, Amy will be involved with the organization's

overall strategic goals and approval of major decisions

Arielle, a successful banker and educator, has decided to retire, but she is very interested in staying involved with a company "that cares." So when asked to serve on its board of directors, she gladly accepted the invitation. As a member of the board, Arielle will be involved with the organization's

overall strategic goals and approval of major decisions

George, a regional manager for a global corporation, is meeting with several upset managers from the Rome plant about Steve, who is originally from Florida but moved to Italy to manage the Rome facility. Phillipe, the assistant manager, tells George, "We all feel that Steve sees things only one way—his—and very seldom considers our perspective on things." Steve is employing a ______ management style.

parochial

Another way to describe ethnocentrism is as a narrow view in which people see things solely through their own perspective. This is called _____.

parochialism

The Parvizians own several oriental rug stores in and around the Washington, DC, metropolitan area. It is expected that as each of the brothers have children they will grow up and take part in the business too. The members of the family are considered

partners

This month, Susan, the branch manager of Intrepid Car Rentals, has heard several complaints from customers that Intrepid employees do not return calls. Today a good customer told Susan that "my phone calls and e-mails are returned after maybe a week or so." Hearing enough, Susan mandated that "all customer phone calls and e-mails must be returned within 24 hours." This new directive by Alice is an example of a(n)

policy

Betsy, the vice president of sales for an international organization, believes that employees in her foreign offices understand best how to handle the personnel and practices in their offices. So when the corporate HR manager approached Betsy about reprimanding Francois, a native Parisian who is the Paris office manager, for not doing things according to corporate policy, Betsy backed Francois and said, "I believe that the home office should leave Francois alone because he best understands the local culture." Betsy is a(n) ________ manager.

polycentric

Maria, the vice president of sales for an international organization, believes that employees in her foreign offices understand best how to handle the personnel and practices in their offices. So when the corporate HR manager approached Maria about reprimanding Robert, a native Parisian who is the Paris office manager, for not doing things according to corporate policy, Maria backed Robert and said, "I believe that the home office should leave Robert alone because he best understands the local culture." Maria is a(n) ___ manager.

polycentric

Pablo, a construction manager with employees working in Puerto Rico, is having a hard time with employee turnover. While speaking with his human resources manager, Avery, he says he does not understand why the workers come to work late, take longer lunches, and yet still punch out at five o'clock. He feels they should want to work to get the country back on its feet and do what it takes to get the job done. Based on this example, Pablo is most likely a(n) ________ manager.

polycentric

The profits of West Side Grocery have dropped significantly over the last several months. After investigating, the owner realizes that many of the store's departments are moving in the wrong direction. The owner recognizes that these departments need stronger and closer management, but she also knows she has not provided her managers with enough direction regarding her expectations for the store's goals and the employees' performance. This example shows how an organization can progress in the wrong direction as a result of

poor planning

Which of the following is a risk associated with importing goods?

possibly investing a large sum of money to purchase goods not immediately in your possession

Outputs

products, services, profits, losses, & employee satisfaction produced by the orginization

Based on what you know about the types of plans, self-driving cars would be an example of which of the following?

program

The Sarbanes-Oxley Act of 2002 established requirements for ____. Noncompliance can result in penalties of

proper financial record keeping for public companies; as much as 25 years in prison.

A tax on automobiles imported into the United States that raises prices on imported vehicles to make the price of cars produced in the United States more competitive is a(n) ________; a tax on all oil impterm-211orted into the United States, which is implemented to raise money for the U.S. government, is a(n) ________ tariff.

protective tariff; revenue

A tax on automobiles imported into the United States that raises prices on imported vehicles to make the price of cars produced in the United States more competitive is a(n) ______; a tax on all oil imported into the United States, which is implemented to raise money for the U.S. government, is a(n)

protective tariff; revenue tariff

The plant manager of a factory that produces tires told Sal, the purchasing manager, to approach the suppliers of the plant to discuss discounts. A supplier to that factory ____.

provides raw materials, services, equipment, labor, or energy

What disciplines does the field of behavioral science include?

psychology, sociology, anthropology, and economics

Because Ace Development Services is the only company that supplies a critical product for clients, customers of Ace are likely to

put up with poor-quality products

Because there are some positive aspects of bureaucracy, as proposed by Max Weber, Tammy, a restaurant manager, is interested in implementing certain aspects of the bureaucratic approach to management within her restaurant. Like Weber, Tammy feels bureaucracy is a

rational, efficient, ideal organization based on principles of logic

Because there are some positive aspects of bureaucracy, as proposed by Max Weber, Tammy, a restaurant manager, is interested in implementing certain aspects of the bureaucratic approach to management within her restaurant. Like Weber, Tammy feels bureaucracy is a

rational, efficient, ideal organization based on principles of logic.

Informational roles

receive & communicate information (Monitor, Disseminator, Spokesperson)

Laura turns off lights when she leaves a room, brings her water bottle from home and refills it throughout the day, and walks to work. Laura is

reducing her carbon footprint

global village

refers to the "shrinking" of time and space as air travel and the electronic media have made it easier for the people around the globe to communicate with one another.

The city government of Frostville promised significant tax breaks to a large retailer if it opened a store in Frostville, which would result in nearly 200 new local jobs. However, the retailer decided that it would staff the new Frostville store with employees from its other stores, meaning no new jobs were created. As a result, the city of Frostville instituted clawbacks by

rescinding its tax breaks

The city government of Pleasantville promised significant tax breaks to a large retailer if it opened a store in Pleasantville, which would result in nearly 200 new local jobs. However, the retailer decided that it would staff the new Pleasantville store with employees from its other stores, meaning no new jobs were created. As a result, the city of Pleasantville instituted clawbacks by

rescinding the tax breaks given to the retailer

Spark, Inc., which manufactures the fireworks that municipal governments buy to put on their annual fireworks shows on the Fourth of July, moved most of its manufacturing operations from the United States to China a decade ago. Now, Spark is moving production back to the United States because the company's managers are uncomfortable with many Chinese business practices. Spark, Inc. engages in __________ when it moves its operations back to the United States.

reshoring

Research shows that ________ is a key trait of successful people.

resilience

disturbance handler

responds to problems so severe that they demand immediate action

functional managers

responsible for just one organizational activity

Nick, a hotel general manager, has had great success using MBO. Vivian, his district manager, has found that Nick's employees are highly motivated. Because Nick _________, Vivian is able to discern that he is using MBO.

rewards his employees with compliments, raises, and other benefits as they meet their goals

Sofia, a restaurant manager, has been observing and analyzing the work process of the cooks, servers, and bussers because she would like to increase their productivity of employees. Sofia is engaging in ____ management.

scientific

Mateo, an IT manager, has been studying the actions that his workers perform in an attempt to improve their productivity. Mateo is utilizing

scientific management

groups of workers who are given administrative oversight for their task domains

self managed teams

focuses on providing increased service to others—meeting the goals of both followers and the organization—rather than to oneself.

servant leadership

CEO Khosrowshahi's strategic goal is for Uber to raise funds via an Initial Public Offering (IPO) in 2019. Which of the following would be an example of an operational goal in support of this?

settling a self-driving car trade secrets lawsuit with Waymo

_____ are plans developed for activities that are not likely to be repeated in the future, such as plans for programs or projects

single use plans

_____ are plans developed for activities that are not likely to be repeated in the future, such as plans for programs or projects.

single-use plans

As the CEO of a company that produces products for schools, Hannah believes that her company needs not only to produce a profit but also to do things that benefit society. _______ guides Hannah's beliefs.

social responsibility

As the CEO of a company that produces products for schools, Hannah feels that her company needs to not only produce a profit but also do things that benefits society. This type of company attitude is an example of ____.

social responsibility

Don, the owner of a fishing business, attended an entrepreneurship workshop that discussed the triple bottom line, which measures an organization's ____ performance.

social, environmental, and financial

Julian, the owner of a t-shirt shop, attended an entrepreneurship workshop that discussed the triple bottom line, which measures an organization's ____ performance.

social, environmental,financial

A(n) _____ force represents the influences and trends originating in the human relationships of a society that may affect industries.

sociocultural

Tom, a production manager, believes that some of his workers are unhappy with their job, so they are not working as hard as they could be. This reduction in effort is also known as ____.

soldering

During global culture training for a group of employees who are being transferred to Egypt, Charmaine, the HR training manager, remarked that "in the Arab world, men often hold hands, which is meant to express ________."

solidarity and friendship

During global culture training for a group of employees who are being transferred to Egypt, Samira, the HR training manager, remarked that "in the Arab world, men often hold hands, which is meant to express

solidarity and friendship

During global culture training for a group of employees who are being transferred to Egypt, Samira, the HR training manager, remarked that "in the Arab world, men often hold hands, which is meant to express

solidarity and friendship."

Entrepreneur

someone who sees a new opportunity for a product or service and launches a business to try to realize it. Most small businesses originate with entrepreneurs—people with ideas, risk takers.

In general, a company that starts with a business plan is ________ to succeed than a company that does not start with a business plan.

somewhat more likely

Which of the following is intended for one-time use and is not likely to be repeated in the future?

space x put a car in space

Long-term goals (select all that apply)

span one to five years.focus on achieving strategies in the company's strategic plan are also referred to as strategic goals

Jose, a lobbyist who represents the oil industry, is meeting with several members of Congress to try to exert political influence by contributing funds to the lawmakers' election campaigns. Jose also is involved in a letter-writing campaign to promote his cause. Jose is working on behalf of a

special interest group

Joe, a lobbyist who represents a certain industry, is meeting with several members of Congress to try to exert political influence by contributing funds to the lawmakers' election campaigns. Joe also is involved in a letter-writing campaign to promote his cause. Joe represents a ____.

special-interest group

Joe, a lobbyist who represents the oil industry, is meeting with several members of Congress to try to exert political influence by contributing funds to the lawmakers' election campaigns. Joe also is involved in a letter-writing campaign to promote his cause. Joe is working on behalf of a

special-interest group

Jose, a lobbyist who represents the oil industry, is meeting with several members of Congress to try to exert political influence by contributing funds to the lawmakers' election campaigns. Jose also is involved in a letter-writing campaign to promote his cause. Jose is working on behalf of a

special-interest group

Since the 1950s, the percentage of the U.S. labor force represented by unions has

steadily declined

Organizations use ________ planning to determine what contributions the departments or work units can make toward the organization's strategic priorities and policies during the next 6 -- 24 months.

tactical

The upper management of a large national insurance company has passed along the new goal of improving customer service to the district managers. The district managers will set goals to be achieved over the next 6 to 24 months as part of ____ planning.

tactical

polycentric managers

take the view that native managers in the foreign offices best understand native personnel and practices, and so the home office should leave them alone

Prior to 1990, the United States imposed a tax on automobiles imported from Mexico. This type of tax is a(n) _____.

tariff

4. The United States recently raised taxes on all imported solar panels in order to attempt to make U.S.-made solar panels more competitive

tariffs

Which of these are examples of devices countries use to exert trade protectionism? Choose all that apply.

tariffs embargoes Import quotas

The marketing director for Zap Games, a video game company, has informed his employees that he feels the company needs to improve its relationship with the distributors of the company's products because the distributors are part of the ______ environment for Zap Games. He believes that a stronger relationship with distributors will lead to more market share, and higher profits, for both Zap Games and its distributors.

task

The marketing director informed his employees that he feels the company needs to improve its relationship with the distributors of the company's products to increase market share because they are part of the ______ environment of the company.

task

The ten groups that present a company with its daily tasks to handle represent the company's _____ environment.

task

The mass media are part of an organization's

task environment

The mass media is considered part of an organization's _____.

task environment

behavior that concentrates on getting the team's tasks done

task role

Elton Mayo is known for:

the Hawthorne Effect

Competitive advantage

the ability of an organization to produce goods or services more effectively than competitors do, thereby outperforming them

Today's hiring managers note that many recent college graduates lack "soft skills," skills that encompass a wide range of abilities to motivate, to inspire trust, and to work with others. According to these managers, which of the following is NOT a soft skill that many college graduates lack?

the ability to multitask

Conceptual skills consist of

the ability to think analytically, to visualize an organization as a whole, and to understand how the parts work together

Conceptual skills consist of...

the ability to think analytically, to visualize an organization as a whole, and to understand how the parts work together.

Which of the following is one way to think about management?

the art of getting things down through people

Paul English of Kayak.com uses new employees as an excuse for altering an existing open-office seating arrangement. English's action is an application of ____ to management.

the behavioral science approach

Internal locus of control

the belief that you control your own destiny, that external forces will have little influence.

An organization's internal stakeholders consist of

the board of directors, employees, and owners

In the GLOBE project, the cultural dimension of assertiveness represents _____.

the degree to which a society expects people to be confrontational and competitive

The "shrinking" of time and space as air travel and the electronic media make it easier for people of the world to communicate with one another refers to _____.

the global village

For organizations' board of directors, and in particular, their oversight of the CEO, the biggest complaint appears to be _____.

the independence of the directors

Free trade:

the movement of goods and services among nations w/o political or economic obstruction.

Frank and Lillian Gilbreth identified 17 basic units of motion that they called

therbligs

As part of becoming a world citizen, Joe, who is from Michigan and who is transferring to the Paris office, is trying to do things to ___.

think local and keep a global focus

Effectiveness

to achieve results to make the right decisions & successfully carry them out so that they achieve the organization's goals

At the end of the company retreat, Dashaun had a blueprint for how to move forward for the year. His primary objective had been met. What do you think his primary objective was?

to have an outline of how the goals were going to be met

Business scholar Archie Carroll suggested that ________ is the first and primary responsibility of an organization in the global economy.

to make a profit consistent with expectations for international business

Kaleb is preparing for an interview. He has reviewed his résumé, prepared his questions, and thought through answers for the top questions most asked in interviews. He feels well prepared. At the interview, he is asked to respond to a scenario question in which a problem is presented. Why is the interviewer asking this type of question?

to see if Kaleb can analyze the situation and propose alternatives

Qatar earned the rank of first place in terms of gross domestic product because they

took advantage of the world becoming one market.

Strategic planning is done by _____ managers.

top

What are the four levels of managers?

top, middle, first-line managers, team leaders

_____ management stresses continuous improvement, employee involvement, learning from customers and employees, and accurate standards for identifying and eliminating problems.

total quality

To gain a competitive edge this year, the upper management of a global IT company has decided to focus on customer service, employee training, and continuous quality improvement. This approach is known as

total quality management (TQM)

The use of government regulations to limit the import of goods and services is called _____.

trade protection

The United States uses government regulations, such as tariffs, embargoes, and import quotas, to limit the import of goods and services and protect their U.S. industries against foreign competition. This use of these regulations is known as ____.

trade protectionism

The United States uses government regulations, such as tariffs, embargoes, and import quotas, to limit the import of goods and services and to protect U.S. industries against foreign competition. ________ is the use of these regulations.

trade protectionism

The use of government regulations to limit the import of goods and services is called _____.

trade protectionism

An economic community, also known as a _______, is a group of nations within a certain geographical region that have agreed to remove trade barriers with one another.

trading bloc

ASEAN is a(n)

trading bloc consisting of 10 countries in Asia

ASEAN is a(n)

trading bloc consisting of 10 countries in Asia.

ASEAN (Association of Southeast Asian Nations)

trading bloc of 10 countries in southeast asia

Don, a middle manager for a large restaurant chain, received an e-mail from the CEO outlining the new goal of decreasing company costs over the next three years. This is an example of a strategic goal.

true

Franchising allows restaurants internationally to pay a fee plus a percentage of the profits in return for using a company's name and assistance with management, marketing, and the training of managers and nonmanagement employees.

true

In 1999, the top exporting nation was the United States, but in 2016, the world's top exporting nation was China.

true

In the office of every general manager of Relaxing Hotel there is a small poster that reads, "We want to become the only place our customers want to stay for the night while traveling." This is the vision statement for Relaxing Hotels.

true

Robert is a district manager who oversees several store managers in a national chain of restaurants. Robert reports directly to the vice president of stores and marketing, a member of top management. Robert is a middle manager.

true

The macroenvironment, which includes sociocultural, demographic, political-legal and international forces, cannot easily be controlled by organizations.

true

The system of governing a company so that the interests of corporate owners and other stakeholders are protected is known as corporate governance.

true

true or false: the grapevine delivers as much as 70% of all organizational communication

true

The extent to which a society relies on social norms and procedures to alleviate the unpredictability of future events

uncertainty avoidance

Joe, who is from Michigan, is transferring to the Paris office. As one who has studied the effects of globalization on business, Joe understands that it crucial to

understand the local culture

Joe, who is from Michigan, is transferring to the Paris office. As one who has studied the effects of globalization on business, Joe understands that it crucial to

understand the local culture.

work together over time and distance via electronic media to combine effort and achieve common goals

virtual teams

A declaration that expresses what the organization should become and where it wants to go strategically is its ____.

vision statement

During a management meeting, Lester, the CEO of Elite Office Equipment, reminded his management team of where the company wants to go as an organization: "Elite Office Equipment is the expert that customers should always call regarding all their office equipment needs because we strive to understand customer needs and provide the right answers for them." This statement is Top Office Equipment's

vision statement

Luxottica, a manufacturer of fashionable prescription eyewear, notes on its website, "To see the beauty of life inspires its sustainable and ethical business approach and its corresponding pillars, including a commitment to excellence, visual well-being, social impact, and environmental protection." This excerpt from the company's website states Luxottica's Vision statement

vision statement

Without having a plan in place, managers may focus only on _____ instead of keeping a long-range view and anticipating new opportunities.

whatever is in front of them

Phillip said to a close friend, "I am fed up with my company's continual disregard for the environment. They secretly dispose of hazardous chemicals into a nearby stream constantly. I don't know how they get away with it! I am going to call a reporter at the local newspaper and reveal what my company is doing." Phillip's decision to tell somebody about his company's actions is an example of

whistle blowing

Josiah was unhappy with how his boss was promoting individuals on his team. He felt like was being overlooked because of his race and the fact that he had reported an incident to management a year before. Instead of speaking to his boss and human resources about his hunch, he posted about it on Facebook. When confronted, he claimed he was protected as a(n) _____, even though he posted on Facebook.

whistle-blower

Phillip said to a dear friend, "I am fed up with my company's continual disregard for human life and the environment. They just continue to secretly dispose of hazardous chemicals into a nearby stream. I don't know how they get away with it! I am going to tell somebody today." Phillip's decision to tell somebody about his company's actions is an example of a(n) ______.

whistle-blower

Luke is the owner of Fun Times, a U.S. event-planning company. He plans to open an event-planning company, Events & Adventures, in Germany. Events & Adventures will be totally owned and controlled by Fun Times, which makes Events & Adventures a ________ of Fun Times.

wholly owned subsidairy

what question comes from the storming stage

why are we fighting over who's in charge and who does what

Don was recently promoted, and his salary increase includes retirement investment options, so he has decided to take part in an ESOP. This means that Don

will be buying or receiving shares of his company's stock

Roberto was recently promoted, and his salary increase includes retirement investment options, so he has decided to take part in an ESOP. This means that Roberto

will be buying or receiving shares of his company's stock.

Globalization is the trend

of the world economy toward becoming a more interdependent system

Globalization is the trend

of the world economy toward becoming a more interdependent system.

Monochronic

one thing at a time

A _____ plan directs activity, such as a project, that is unlikely to be repeated.

single-use

Licensing would be more common for a _____ company.

manufacturing

Which kind of organization is most likely to try to exert too much control? A. bureaucratic B. decentralized C. market D. employee-driven E. matrix

A. bureaucratic

CHAPTER 4

CHAPTER 4

Entrepreneur Chapter

Entrepreneur Chapter

Which one of the following is one way to think about management?

the art of getting things done through people

Technology philosopher Nicholas Negroponte proposed that the global market driven by electronic information

"forces things to get bigger and smaller at the same time."

Quality Assurance

* focuses on the performance of workers * urging employees to strive for "zero defects"

What are good fields for an entrepreneur to explore when trying to uncover a business idea?

A field he or she has a high level of interest in A field he or she is highly skilled in

3. Hamil is going on an international business trip to Ireland and wants to know more about what business customs are like there. He researches online to find out about customs surrounding things like leadership, negotiations, meals, and conversational etiquette.

Become aware of the context

Which viewpoint emphasized the importance of understanding human behavior and of motivating employees toward achievement?

Behavioral

W. Edwards Deming:

Believed quality stemmed form constancy of purpose along with statistical measurement & reduction of variations in production processes.

Which of the following is a tactical goal?

By the end of this fiscal year, we will achieve a 10% cost reduction in our office expenses

The United States granted most favored nation trading status to China, which means that

China receives favorable trading treatment, such as the reduction of import duties

The management approach that emphasized ways to manage work more efficiently is the ___ approach.

Classical

Which three approaches to management are considered historical perspectives?

Classical, behavioral, quantitative

Peter Senge:

Coined the term about learning organizations, "where people continually expand their capacity to create the results they truly desire, where new & expansive patterns of thinking are nurtured, where collective aspiration is set free, and where people are continually learning how to learn together."

_________ employs state-of-the-art computer software and hardware to help people work better together.

Collaborative computing

CEO, Gary Kelly sets the direction and strategy for Southwest Airlines. What type of managerial role is he performing?

Conclusive

Task environment:

Consists of 11 groups that present you with daily tasks to handle.

Hugo Munsterberg believed that psychologists can contribute to industry by _____. For example, Munsterberg might suggest that a company implement a monthly bonus plan that rewards workers for achieving the goals set by their managers.

Devising management strategies to influence employees to fellow management's interests

ABC Brothers' cleaning products and equipment are sold to consumers and commercial cleaning companies in Best Supply's janitorial supply and equipment store. ABC relies heavily on Best Supply to help sell its goods and services to customers. Best Supply is a(n) ____ for ABC Brothers' products.

Distributor

Management is defined as the pursuit of organizational goals A) efficiently and in a detailed-oriented manner. B) economically. C) with passion and effectiveness. D) correctly and with synergy. E) efficiently and effectively.

E

_____ forces consist of conditions such as unemployment, inflation, interest rates, and economic growth that may affect an organization's performance.

Economic

Greg, a supervisor, is known by his managers to be sharp in his decisions and has a good track record of meeting his goals; Greg is a(n) ____ manager.

Effective

Behavioral viewpoint:

Emphasized the importance of understanding human behavior and of motivating employees toward achievement.

The Sarbanes-Oxley Reform Act:

Established requirements for proper financial record keeping for public companies and penalties of as much as 25 years in prison for noncompliance.

Shoshanna, the reginal manager of a global sales organization, gives freedom to the sales representatives on the amount spent on gifts for prospective Asian and European customers Shoshanna is managing for

Ethical standards

EU (European Union)

European Union. 28 bordless trading partners in Europe

Alice's Pasta Kitchen makes quality pasta and sells its products to customers in other countries. Alice's Pasta Kitchen is ____ its products.

Exporting

______ is a government's seizure of a domestic or foreign company's assets.

Expropriation

Central American farmers sell their produce to American customers at a price that is above the price charged by American companies to increase the price of the American products, this is an example of dumping.

False

The human relations movement was based on increasing sales by utilizing improved marketing and customer service techniques with customers.

False **The human relations movement proposed that better human relations could increase worker productivity.

Classical Viewpoint: Henri Fayol

First to identify the 4 major functions of management (planning, organizing, leading, controlling)

Donielle supervises the food assembly line workers. What type of manager is she?

First-line manager

The _____ is the law that makes it illegal for employees of U.S. companies to make "questionable" or "dubious" contributions to political decision makers in foreign nations.

Foreign Corrupt Practices Act

_______ was the father of scientific management

Frederick Taylor

_______ was the father of scientific management.

Frederick Taylor

involved with SCIENTIFIC MANAGEMENT

Frederick W. Taylor Gilbreths

Abraham Maslow proposed the

Hierarchy of human needs

The Gilbreths were apart of which perspective viewpoint:

Historical perspective

The father of industrial psychology is

Hugo Munsterberg

The father of industrial psychology is ____.

Hugo Munsterberg

East-West Traders, based in Los Angeles, buys home accessories from Italy and then resells them domestically. What process is this company using to obtain goods?

Importing

Being a manager can be one of the greatest avenues to a meaningful life, particularly if the manager

Is working within a supportive or interesting organizational culture

Why is proactivity crucial for entrepreneurs?

It allows them to be the first entrant into a market.

The general manager of a furniture store recently gave a motivational PowerPoint presentation to his employees on the value of being courteous to each customer. The manager's behavior is an example of

Leading

__________ is defined as the pursuit of organizational goals efficiently and effectively by integrating the work of people through planning, organizing, leading, and controlling the organization's resources.

Management

The new chief information officer of a national pizza chain is using mathematical tools to aid in product ordering and scheduling decisions. The CIO is using

Management Science

Which trading bloc has the goal to reduce tariffs by 75 percent and achieve full economic integration?

Mercosur

Mary Parker Follett:

Most important women America produced in civics and sociology.

Globalization is the trend:

Of the world economy toward becoming a more interdependent system.

Transformation Processes:

Organization's capabilities in management, internal processes, and technology that are applied to converting inputs into outputs.

Which of these organizations are considered special-interest groups?

People for the Ethical Treatment of Animals and Mothers Against Drunk Driving

The degree to which a society's members expect power to be unequally shared

Power Distance

Alonzo, the president of his high school's senior class and honor society, has been very busy and did not study for an important history test. Although Alonzo is very confident, he realizes that he probably will not do well on the test. He has talked himself into cheating because he believes that cheating will help him maintain his strong GPA, which he will need to be accepted by a good college. He tells his friend, "I don't usually cheat, but I really have to do it." His friend talks him out of it. Kohlberg would say that his friend is in which stage or moral development?

Preconventional

The Parvizians own several oriental rug stores in and around the Washington, DC, metropolitan area. It is expected that as each of the brothers have children they will grow up and take part in the business too. The members of the family are considered

Private investors

Systems Viewpoint:

Regards the organization as a system of interrelated parts.

Behavioral science:

Relies on scientific research for developing theories about human behavior that can be used to provide practical tools for managers.

A _____ goal is one that is specific, measurable, attainable, results-oriented, and has target dates.

SMART

Adrianne is a package delivery service manager. She is interested in implementing ___________, the management philosophy pioneered by Frederick W. Taylor and Frank and Lillian Gilbreth, which scientifically studies work methods to improve the productivity of individual workers. In this particular case, Adrianne will study the routes that drivers take through a congested to city in order to identify ways that delivery staff can make the most deliveries in each two-hour period.

Scientific Management

Which of the following are the characteristics of an entrepreneur?

Self-confidence, belief in personal control of destiny, and high energy level

Dumping

Selling goods in another country below market prices

_____ groups try to influence specific issues, some of which may affect your organization.

Special-interest

Maria, the public relations manager of a local library, is meeting with the news media regarding a new reading program for children. Maria is performing the ____ role.

Spokesperson

What do the three components of entrepreneurship describe?

Stages of creating a new venture or new value

Ole McDonald, a successful farm equipment supply company in the Midwest, has joined forces with A-Plus Supply, a national hardware and home retailer. As a result of this new relationship, Ole McDonald can open stores in other regions and A-Plus can now offer a high-quality product in the farm community. Ole McDonald and A-Plus Supply are now

Strategic allies

The three contemporary management perspectives are the ______ viewpoints.

Systems, contingency, and quality management

2. A customs duty or tax levied mainly on imports

Tarriffs

__________may not have authority over other team members, but they are expected to provide guidance, instruction, and direction to the others; to coordinate team efforts; and to resolve conflicts.

Team leaders

human skills (soft skills)

The ability to interact well with people

Cross-border business:

The rise of both megamergers and mini firms worldwide.

Place the following obligations of a corporation (as identified by Carroll) in order, starting with the highest-level responsibility at the top of the list and placing the most fundamental obligation at the bottom of the list.

Top: Being a good global corporate citizen Being ethical in its practices Obeying the law Making a profit

The quality-management viewpoint includes which concepts? (select all that apply)

Total quality managementQuality assuranceQuality control

NAFTA and the EU are both:

Trading blocs

A distributor is a person or an organization that helps another company sell its goods and services to customers. Distributors are considered external stakeholders.

True

Alan, a retired doctor, is interested in starting an international nonprofit organization that will include doctors and other medical professionals who travel to low-income areas in the United States and internationally to assist with medical needs and open hospitals. Alan's organization is an example of a multinational organization.

True

Dawn grew up helping her father work on cars in his auto repair shop and developed into an excellent auto technician. Because of stereotypes regarding women in this field, she is interested in finding a shop that minimizes gender discrimination and role inequalities. Dawn wants to work for a company that highly values gender egalitarianism.

True

According to the Internal Revenue Service, how many people must join together to qualify as a partnership?

Two or more

NAFTA (North America free trade agreement):

US, Canada, Mexico. Supposed to eliminate 99% of the tariffs and quotas among these countries, allowing for freer flow of goods, services, and capital

According to the findings of the GLOBE project, which country would be considered most assertive?

United States

To increase profitability, top management of a national retailer needs to decide if it will close several stores. Management knows that by closing the locations, it will save the company millions of dollars and benefit many stockholder groups and individuals. The benefits of closing the stores outweigh the benefits of keeping them open. Keeping the stores open would be advantageous for many fewer people than closing the stores. This logic is an example of the ___ approach to deciding ethical dilemmas.

Utilitarian

One of the characteristics of SMART goals is that they are stated in specific rather than vague terms. Match each goal below to indicate whether it is vague or specific.

Vague-As many planes as possible should arrive on time. Specific-Ninety % of planes should arrive within 15 minutes of their scheduled arrival time.

Systems Viewpoint

Views the organization as systems of interrelated parts that operate together to achieve a common purpose

_______ believed that quality stemmed from "constancy of purpose," and that managers should stress teamwork, be helpful rather than simply give orders, and make employees feel comfortable about asking questions.

W. Edwards Deming

Which of the following is an example of licensing?

When a company allows a foreign company to pay it a fee to make or distribute the first company's product or service

Multinational organization:

a nonprofit organization with operations in several countries.

SMART goals (select all that apply).

are results-oriented are specific have target dates are attainable are measurable

Global outsourcing (offshoring):

as using suppliers outside the United States to provide labor, goods, or services

Logan says that the people he met in France and the Mediterranean need luxury electric yachts. He would most likely categorize his conversations with these individuals as the ________ step of the planning and strategic management process.

assessing the current reality

Countertrading is ___ goods for goods.

bartering

Greg, the IT manager, feels that his employees lack the motivation to consistently meet department goals. To better understand human actions and to motivate their employees toward achievement, Greg and his supervisors need to adopt the ____ viewpoint.

behavioral

The human relations view has been superseded by the:

behavioral science approach to management.

Social Responsibility

being a good organizational citizen

An organization's internal stakeholders consist of

board of directors, employees, owners

Warm Hearts is a nonprofit organization that brings warm meals to older adults and runs errands for its clients; the board of Warm Hearts is called the

board of regents

Tia and Sam are partners who solely own T and S Florist. As owners, they can

claim the organization as their legal property

Tia and Sam are partners who solely own T and S Florist. As owners, they can

claim the organization as their legal property.

The notion that corporations are expected to go above and beyond following the law and making a profit to help society known is ____.

coperate social responsibility

The ability to operate in different cultures is the definition of _____.

cross-cultural awareness

The managers of a restaurant have decided to utilize the Hawthorne effect to increase productivity, which means using cameras to film employees at work in order to isolate the parts of a job.

false **The Hawthorne effect theorized that employees worked harder if they received added attention; if they thought that managers cared about their welfare and that supervisors paid special attention to them.

The board of directors are elected by the employees.

false **The board of directors are elected by the stockholders.

Roberto, the vice president of marketing, is talking to Francis, a sales manager in a foreign office, about several local situations that Francis's reps are facing in their territory. Roberto tells Francis that he believes there are differences and similarities between home and foreign personnel and practices, and that Francis should use whatever techniques are most effective. Trey is an example of a(n) ____ manager.

geocentric

Which form of communication would be the most appropriate in high-context cultures?

having a face-to-face conversation with another person Rationale:Face-to-face conversation is a rich environment for nonverbal communication.

Abraham Maslow's listing of physiological, safety, love, esteem, and self-actualization needs, and his belief that some of these needs must be satisfied before others, was proposed in his

hierarchy of human needs

Behavioral viewpoint

human relations movement behavioral science approach

Based on the case, Uber's primary overseas expansion struggle has to do with which of the following culture areas?

law and political stability

_____ can be another term used for a goal.

objective

For MBO to be successful, top management must be committed to the program, MBO must be applied organizationwide, and

objectives must cascade

In a low-context culture ____.

shared meanings are primarily derived from written and spoken words

disseminator

shares information w/ subordinates & others in the company

The marketing director for GForce Games, a video game company, has informed his employees that he feels the company needs to improve its relationship with the distributors of the company's products because the distributors are part of the ______ environment for GForce Games. He believes that a stronger relationship with distributors will lead to more market share, and higher profits, for both GForce Games and its distributors.

task***

According to Robert Katz, which three skills do managers develop through education and experience?

technical, conceptual, and human

conceptual skill

the ability to think analytically

The company's mission statement tells us

the company's reason for being.

According to the GLOBE project, in-group collectivism refers to

the extent to which people should take pride in being members of their family, circle of close friends, and work organization.

Corporate governance:

the system of governing a company so that the interests of corporate owners and other stakeholders are protected.

globalization:

the trend of the world economy becoming a more interdependent system.

Trade protectionism:

the use of government regulations to limit the import of goods and services.

Customers:

those who pay to use an organization's goods or services.

A distributor is a person or an organization that helps another company sell its goods and services to customers. Distributors are considered external stakeholders.

true

George is developing a new employee schedule for his lawncare service due to the increase in business during the summer. While doing this, George is involved in organizing.

true

occurs when the demands or pressures from work and family domains are mutually incompatible

work-family conflict

Costco currently has locations in Australia and in South Korea. Which of the following trading blocs would reduce tariffs and other trade barriers between the United States, Australia, and South Korea?

APEC

Total Quality Management:

Comprehensive approach led by top management & supported throughout the organization dedicated to continuous quality improvement, training, and customer satisfaction.

The International Monetary Fund:

Designed to assist in smoothing the flow of money btw nations

Which of the following is not a financial control? A. audits B. budgets C. financial statements D. income statement E. ISO 14000

E. ISO 14000

True or false: In-group collectivism was identified in the GLOBE project as a reflection of how much leaders should encourage and reward loyalty to the social unit.

False

True or false: Unlike generations before them, Millennials have little concern for the environment and are more interested in profit over planet.

False

When Jorge meets regularly with his workers to provide encouraging words so that they work hard to achieve the company's goals, he is engaged in the management function of controlling.

False

The ________ is the law that makes it illegal for employees of U.S. companies to make "questionable" or "dubious" contributions to political decision makers in foreign nations.

Foreign Corrupt Practices Act

Scientific management can enhance:

Productivity and such innovations as motion studies and differential pay.

Outputs:

Products, services, profits, losses, employee satisfaction or discontent, and the like that are produced by the organization.

Most business partnerships are based on what?

Shared experiences or interests

_________ refer to the ability to motivate, to inspire trust, and to communicate with others.

Soft skills

meaningfulness

The sense of "belonging to and serving something that you believe is bigger than the self"

Maquiladoras are manufacturing plants allowed to operate in Mexico with special privileges in return for employing Mexican citizens.

True

Contingency Viewpoint

a manager's approach should vary according to the individual & environmental situation * addresses problems on case-by-case basis

A goal is _____.

a specific commitment to achieve a measurable result within a stated period of time

When Domino's listens to what customers want, to gauge their likes and dislikes as well as new products they might be craving, Domino's is engaging in which stage of the planning and strategic management process (Figure 5.1)?

assess the current reality

what question comes from the adjourning stage

can we help members transition out

International force:

changes in the economic, political, legal, and technological global system that may affect an organization.

Running a company and protecting the interests of owners and other stakeholders is known as _____.

corporate governance

A person or an organization that helps another organization sell its goods and services to customers is called a(n)

distributor

Managers who believe that their native country, culture, language, and behavior are superior to all others are ____ managers.

ethnocentric

Philanthropy:

making charitable donations to benefit humankind.

Paul and Anna Jones are wealthy entrepreneurs who are very interested in helping children who have been abused. Their goal is to donate a percentage of their company profits to helping these children. The Jones's actions are an example of _____.

philanthropy

Don, the owner of a bait and tackle shop, attended an entrepreneurship workshop that discussed the triple bottom line, which measures an organization's ____ performance.

social, environmental, and financial

Ole McDonald, a successful farm equipment supply company in the Midwest, joined with A-Plus Supply, a national hardware and home retailer, so Ole McDonald can open stores in other regions and A-Plus can now offer a high-quality product in the farm community. This is an example of a ___ relationship.

strategic allies

The three contemporary management perspectives are the ______ viewpoints.

systems, contingency, and quality management

Employees, owners, and _____ are an organization's internal stakeholders

the board of directors

Level 3- Postconventional (Kohlberg's level of personal moral development)

1. Guided by internal values: the farthest along in moral development. 2. Level 3 managers are independent souls who follow their own values and standards, focusing on the needs of their employees and trying to lead by empowering those working for them. 3. Only one fifth of American managers reach this level

Two overarching perspectives of management:

1. Historical 2. Contemporary

Quality-Management Viewpoint

1. Quality Control 2. Quality Assurance 3. Total Quality Management

CAFTA-DR:

1. Us, costa rica, DR, el Salvador, Guatemala, honduras, Nicaragua 2. Intended to reduce tariffs and other barriers to free trade

Negative effect of global economy:

A possible world recession, No longer well-paying jobs over seas

People who are willing to work in a setting that provides little instruction and little security have a need for what?

Autonomy

What are the four principal functions of management? A) scheduling, organizing, leading, and staffing B) staffing, planning, motivating, and delegating C) planning, organizing, leading, and controlling D) executing, planning, organizing, and leading E) staffing, planning, leading, and delegating

C

The city fire department offers its services to any individual within its city limits, so even Paul, who is driving through the city vacation, received assistance with a car fire. The fire departments is an example of a ____ organization.

Commonweal

The company that Don owns, the Ardmore General Store, is a family-owned company that has been in business for more than 100 years. Don wants to give back to the people of the community to acknowledge their role in the store's success. He decides to donate a significant portion of the store's profits to a charity every year. Don's decision is an example of ___ in action.

Corporate social responsibility

The extent to which individuals are encouraged and rewarded for loyalty to the group as opposed to pursuing individual goals

Institutional collectivism

Bernard (Bernie) Madoff used money from newer investors to pay off older investors. Which type of scam was Madoff running?

Ponzi scheme

An import quota is a:

Trade barrier

Distributor:

a person or an organization that helps another organization sell its goods and services to customers.

geocentric managers

accept that there are differences and similarities between home and foreign personnel and practices and that they should use whatever techniques are most effective

Mentor

an experienced person who provides guidance to someone new to the work world.

A multinational corporation is a(n)

business firm with operations in several countries.

Tom, who owns a successful business with two locations and a few international clients, was approached by a large organization about dramatically expanding his company. Tom later told his wife that he is happy with his success, but he wants to stay small because if he decides to add new products, small companies

can get started more easily and maneuver faster.

Scientific Management

scientific study of work methods to improve productivity of individual workers

Kim supervises a group of customer service representatives. Kim is respected and well liked by her staff, and she has worked hard to make sure each of them knows how to do their job well. She is responsible for all staffing and reward decisions in her department. Kim has _____ in the contingency model. A. high situational control B. low task structure C. low position power D. low leader-member relations E. high expert power

A. high situational control

Anar congratulated her staff when the team received an industry award for their project, and also sent a companywide e-mail announcing it. Here, Anar is using her ______ power. A. reward B. personalized C. referent D. expert E. coercive

A. reward

______ is the group of 21 Pacific Rim countries whose purpose is to improve economic and political ties, and to reduce tariffs and other trade barriers across the region.

APEC

Today, companies emphasize ________ with production. A) increased synergy B) training C) efficiency D) diversity E) employee happiness

C

Polycentric managers:

1. "they know best" 2. Take the view that native managers in the foreign offices best understand native personnel and practices, and so the home office should leave them alone (opposite of ethnocentric)

Geocentric managers:

1. "what's best is what's effective, regardless of origin" 2. Accept that there are differences and similarities btw home and foreign personal and practices and that they should use whatever techniques are most effective

APEC (Asia-Pacific economic cooperation):

1. 21 pacific rim countries who purpose is to improve economic and political ties 2. Work to reduce tariffs and other trade barriers across the pacific region

Globalization and small companies:

1. Small companies can get started more easily 2. Small companies can maneuver faster.

Quality control:

1. Strategy for minimizing errors by managing each stage of production. 2. Walter Shewart, who used statistical sampling to locate errors by testing just some of the items in a particular production run.

3 ways psychologists could contribute to industry (Hugo Munsterberg):

1. Study jobs & determine which people are best suited to specific jobs 2. Identify the psychological conditions under which employees do their best work 3. Devise management strategies to influence employees to follow management's interests.

Differential rate systems:

1. Suggested by Frederick Taylor. 2. Which more efficient workers earned higher wages

3 developments that help collapse time and distance:

1. The ride of global village and electronic commerce 2. The world becoming one market instead of many national ones. 3. The rise of both megafirms and Internet-enabled minifrims worldwide.

3 Levels of Management

1. Top Managers 2. Middle Managers 3. First-line Managers

4 approaches to deciding ethical dilemmas:

1. Utilitarian approach 2. Individual approach 3. Moral-rights approach 4. Justice approach:

Motion studies:

1. What Frederick Taylor's system is based on. 2. He broke down each worker's job into basic physical motions & then trained workers to use the methods of their best-performing coworkers.

Hawthorne Effect:

1. Workers were more productive if they thought they thought managers cared about their welfare, and if supervisors paid special attention. 2. They were faulted for being poorly designed & not having enough empirical data to support the conclusions.

Polychronic time:

1. a preference for doing more than one thing at a time. 2. time is flexible and multidimensional.

Gender egalitarianism:

1. how much should society maximize gender role differences? 2.Gender egalitarianism: expresses the extent to which a society should minimize gender discrimination and role inequalities

Power distance:

1. how much unequal distribution of power should there be in organizations and society? 2. Power distance: expresses the degree to which society's members expect power to be unequally shared

Problems with using expatriate employees include:

1.) early turnover 2.) high costs to the organization sending their employees overseas as expatriates 3.) failure to effectively manage the return of expatriates ultimately reducing the company's return on investment

Reasons for global outsourcing, or offshoring, include that the foreign supplier

1.) has labor that is cheaper than American labor 2.) has resources not available in the U.S. 3.) has special expertise

Select all of the true statements regarding Gary Hamel's thoughts on management:

1.) management innovation is essential to future organizational success2.) much of management theory is dated and doesn't fit the current realities of organizational life3.) we must look at management as a process, and then make improvements and innovation ongoing and systematic

Millennials in the workforce:

1.) want work/life balance 2.) expect more from the organizations they work for 3.) are concerned about a corporation's ethics, motives, and methods 4.) expect more from the organizations they do business with

Import quotas:

A trade barrier in the form of a limit on the numbers of a product that can be imported

Kim, a customer service manager, tracks monthly complaints and has been trying over the past six months to reduce complaints to less than 0.2 percent through additional training for her staff. She is engaged in A. controlling. B. organizing. C. leading. D. measuring. E. planning.

A. controlling.

What caused the World Bank's chief economist to step down in 2018?

?

According to management scholar Henry Mintzberg, which of the following is true of managers? A) They have work that is characterized by fragmentation, brevity, and variety. B) They have work that is characterized by brevity and routine. C) They tend to work long hours at a slow pace. D) They tend to work long hours and rely less on verbal communication than on written communication. E) They tend to work shorter hours and rely more on written communication than on verbal communication.

A

Dominique owns an international grocery store where customers can purchase products from other countries. Dominique's store is an example of a company that ____.

imports

International Fabric buys products for its customers from over 30 countries. The retailer is an example of a company that ____.

imports

An ethical dilemma is a situation ____.

in which you have to decide whether to pursue a course of action that may benefit you or your organization but is unethical or even illegal

An ethical dilemma is a situation

in which you must decide whether to pursue a course of action that may benefit you or your organization but is unethical or even illegal

The extent to which people should take pride in being members of their family, circle of close friends, and their work organization

in-group collectivism

Stephanie, a recent college graduate in computer programming, is interested in several positions with global companies because she knows that working in other countries exhibits ____ to potential employers according to management recruiters.

independence, resourcefulness, and entrepreneurship

Steve, a recent college graduate in computer programming, is interested in several positions with global companies because he knows that working in other countries exhibits ____ to potential employers according to management recruiters.

independence, resourcefulness, and entrepreneurship

Consider the following situation: Local livestock farmers could allow the runoff of manure nutrients into a stream that feeds a local lake because polluting the stream helps farmers in the short term. However, farmers will act ethically in the short run to avoid harming others in the long run because doing so is also in the farmer's best long-term interests. This type of thinking reflects the _____ approach to deciding ethical dilemmas.

individual

In this situation, the U.S. manager is focused on maximizing time and wants the Asian guest to sign the contract immediately. In contrast, the Asian guest is more focused on getting to know the U.S. manager and form a lasting relationship. This difference in time focus and relationship is related to which of Hofstede's cultural dimensions?

individualism vs. collectivism

As the CEO of a pharmaceutical company, Simone learned that the government was about to block the import of one of the company's biggest-selling drugs. She decides to sell her shares of stock before the information is made public. Since she used confidential information to make her decision, she is guilty of _____.

insider trading

When Dave, a restaurant owner, had his seafood business destroyed by Hurricane Katrina, he believed that he was in control of his own destiny and made a decision to rebuild the company. Dave is an individual with a(n)

internal locus of control

The board of directors, employees, and owners are the organization's

internal stakeholders

The board of directors, employees, and owners are the organization's ___.

internal stakeholders

Changes in the economic, political, legal, and technological global system that may affect an organization are ______ forces. For example, stresses within the European Union (including the United Kingdom's recent decision to exit the EU) may have global ramifications.

international

As you prepare to work in a global economy, what will help you to more effectively communicate with and influence others?

interpersonal cues

Knowledge management

is the implementing of systems and practices to increase the sharing of knowledge and information throughout an organization.

exchange rate

is the rate at which one country's currency can be exchanged for another country's currency

While preparing a self-assessment of your job performance the previous year, you are required to list three goals for the coming year. You list the following as one of your goals: "I will triple sales in my territory by the end of the next fiscal year." Based on the SMART criteria, what is the problem with this goal?

it is not attainable

The police chief is meeting with some citizens in his community, where he will discuss the police department's positive service delivery. The success of his organization is measured by

its effectiveness, such as decreased crime

Katelyn, a millennial, is conducting her job search. She wants to work for a company that cares not only about its people, but about the planet too. In reviewing different company portfolios, where in the company would you guide her to be successful with her research?

its financial reports

Research has uncovered several important differences between managers and entrepreneurs. One of these differences is that

managers are more motivated by promotions and organizational perks than entrepreneurs are.

The ______ statement expresses the purpose of an organization.

mission

controlling

monitoring performance, comparing it with goals, and taking corrective action as needed

The WTO

monitors and enforces trade agreements.

______ time is a preference for doing one thing at a time.

monochronic

When Matt was meeting with Susan, he focused exclusively on the meeting. He did not check his incoming texts or respond to a phone call. This reflects a preference for ______.

monochronic time

___ is the overall goal of MBO.

motivating employees

Tops Burger, a _____________ based in Amarillo, Texas, has restaurants in 25 countries.

multinational corporation

Tops Burger, based out of Texas, has locations in 25 countries. Tops is a ____.

multinational corporation

Justin, a college student, has become very interested in helping his community, so he is volunteering in a neighborhood improvement organization. This type of organization is an example of a(n) ________ organization.

mutual-benefit

the shared set of beliefs, values, knowledge, and patterns of behavior common to its people.

nation's culture

After his company closed the retail location he managed, while Tareq was interviewing for other management positions, he began a painting business. Tareq is an example of a(n)

necessity entrepreneur

Technological force:

new developments in methods for transforming resources into goods or services.

The 21-day process used to break down the manure into "compost-like material while releasing biogas, which is captured in pipes" is part of a(n)

operating plan.

Aliya is a front-line supervisor in a clothing store. She desires to decrease the time she spends working on doing her daily closing work by 45 minutes. Aliya has set herself a(n)

operational goal

In terms of the systems viewpoint, profits and losses are types of _______.

outputs

Maslow's hierarchy of human needs included

physiological, safety, love, esteem, and self actualization

According to Gary Hamel, management should be viewed as a(n) _____ to which ongoing improvements and innovation can be made systematically.

process

Countries grant most favored nation status as a way to

promote strong and more stable ties between countries

The Sarbanes-Oxley Act of 2002 established requirements for ____. Noncompliance can result in penalties of

proper financial record keeping for public companies; as much as 25 years in prison

If you run a one-person operation with no other investors or employees, your company is a(n):

sole proprietorship

Ethics are defined as

standards of right and wrong that influence behavior

tuckman's stage characterized by the emergence of individual personalities and roles and conflicts within the group

storming

A company or person that provides raw materials, services, equipment, labor, or energy to another organization is called a(n) _____.

supplier

With setting SMART goals, you should choose only a few goals on which to focus. These goals should be results-oriented and

support the organization's vision.

The Jones family had a fire that destroyed their home. Various departments of a restoration company, from initial cleanup crew to the assistance with the Jones family moving back in, working together to achieve this goal. All of the company's interrelated parts working together to accomplish a goal is an example of a(n)

system

Industrial psychology:

the study of human behavior in the workplaces.

Ethnocentric managers:

1. "we know best" 2. believe that their own native country, culture, language, and behavior are superior to all the others

Which viewpoint is seen as most practical of the viewpoints:

1. Contingency Viewpoint 2. It addresses problems on a case-by-case basis and varies the solution accordingly.

3 pioneers of behavioral theory:

1. Hugo Munsterberg 2. Mary Parker Follett 3. Elton Mayo

Inputs:

1. People, money, information, equipment, and materials required to produce an organization's goods or services. 2. Whatever goes into a system is an input.

Quality:

1. Refers to the total ability of a product or service to meet customer needs. 2. One of most important ways of adding value to products/services.

Problem with classical viewpoint:

1. Too mechanistic 2. Tends to view humans as cogs within a machine, not taking in account the importance of human needs.

The Internet and World Wide Web allow almost any business to be global. What are two important results of this process?

1.) Small companies can get started more easily. 2.) Small companies can maneuver faster.

Which of these events are credited with setting up the conditions by which the global economy - goods, people, and money moving freely throughout the world - could flourish.

1.) The fall of the Berlin Wall 2.) Asian Countries opening their economies to foreign investors 3.) The worldwide trend of governments deregulating their economies

North West Jacket Company has a policy that each employee volunteer at the local elementary school reading or helping with math for 2 hours a month. They also donate coats for all children who need them in the winter and give a financial contribution to the school. North West is demonstrating its social responsibility through

1/1/1 charitable giving

A short-term goal usually spans ______ while a long-term goal typically spans

12 months; 1 to 5 years.

Focusing on clarifying employees' roles and task requirements and providing rewards and punishments contingent on performance.

transactional leadership

A goal is a specific commitment to achieve a measurable result within a stated period of time.

true

Alan, a retired doctor, is interested in starting a nonprofit organization that will include doctors and other medical professionals who travel to low income areas in the United States and internationally to assist with medical needs and open hospitals. Alan's organization is an example of a multinational organization.

true

Alex, a district manager for a retail hardware store, asked his store managers for their store goals next year. Denise, one of the store managers, said, "I am going to increase my market share significantly next year by visiting businesses." Alex then responded to Denise with "Precisely how much are you going to increase your market share and by what date?" Alex is asking Denise to formulate a SMART goal.

true

Luis, the owner of a shoe factory in Panama, is unhappy due to a tax that the U.S. government has implemented on shoes exported there to protect U.S. shoe companies. This is an example of a tariff.

true

When Paul, a new restaurant owner, is determining which products to offer on his menu, he is involved in the management function of planning.

true

People in a society with high _______ would likely favor rules and a well-structured environment rather than an environment that embraces change and innovation.

uncertainty avoidance

People in the United States are more likely to tolerate risk than people in Japan. Which of Hofstede's dimensions does this describe?

uncertainty avoidance

Decisional roles

use information to solve problems or take advantage of opportunites (Entrepreneur, Disturbance handler, Resource allocator, Negotiator)

Behavioral science relies on scientific research for developing theories about human behavior that can be

used to provide practical tools for managers

Tactical control is performed mainly by A. middle managers. B. top managers. C. first-level managers. D. the CEO. E. team leaders.

A. middle managers.

The Nordstrom department store chain emphasizes the great lengths to which it goes in customer service. By enforcing its norms for exceptional customer service, Nordstrom is seeking A. to emphasize the organization's important values and identity. B. to help the group survive. C. to help individuals avoid embarrassing situations. D. to clarify role expectations. E. to create cohesiveness.

A. to emphasize the organization's important values and identity.

Which ethical approach are managers using when among alternatives they prefer the option that results in the performance?

utilitarian approach

______ are the relatively permanent and deeply held underlying beliefs and attitudes that help determine a person's behavior. These beliefs may include the idea that employees should be promoted solely on the basis of merit, that no bribes will be paid to foreign officials to obtain business licenses, and that companies should offer extended maternity leave upon the employee's request.

values

What are the three components of entrepreneurship?

Analyzing opportunities Determining which opportunities to exploit Creating a new venture or new value

High-context culture:

which people rely heavily on situational cues for meaning when communicating with others. Ex: china, Korea, japan, Mexico, Arab countries

Low-context culture:

which shared meanings are primarily derived from written and spoken words. Ex: north America, great Britain, Germany, Switzerland

Active listening requires all of the following except A. full attention. B. interpreting verbal messages. C. processing of information. D. decoding. E. focusing on the delivery rather than content.

E. focusing on the delivery rather than content.

True or False: The BRICS countries have joined together to form a trading bloc.

False

What is the second step in management by objectives?

The employee develops an action plan.

What main characteristic of entrepreneurs differentiates them from other business leaders?

They take on greater financial risks than the average person.

During global culture training for a group of employees who are being transferred to Egypt, Sam, the HR training manager, remarked that "in the Arab world, men have long handshakes and they hold hands and kiss cheeks, which is meant to express ____."

devotion and equality in status

When individuals or groups are in the process of purchasing a company, this action is known as being a stakeholder.

false **Stakeholders are the people whose interests are affected by an organization's activities.

The macroenvironment is also known as the _______ environment.

general

Economic forces are part of an organization's :

general environment

The management of Prime Manufacturing is implementing a plan to minimize production mistakes by allowing teams that work in each area of production facility to develop a plan and then monitor their area to ensure the reduction of errors. The managers are engaging in

quality control

Which of the following is an example of a rule?

"An employee who comes to work intoxicated will be terminated immediately."

The Historical Perspective

* Classical Viewpoint * Behavioral Viewpoint * Quantitative Viewpoint

Henri Fayol:

1. First to systemize management behavior 2. Fayol was the first to identify the major functions of management: planning, leading, organizing, and controlling, as well as coordinating

3 viewpoints of contemporary perspective:

1. Systems 2. Contingency 3. Quality-management

Internal stakeholders:

1. employees 2. owners 3. board of directors

what are the 5 stages in Tuckman's 5 stage model

1. forming 2. storming 3. norming 4. performing 5. adjourning

global outsourcing

Also called offshoring; use of suppliers outside the United States to provide labor, goods, or services

Which of the following would be considered soft skills?

Demonstrated openness, inclusiveness, and ability to interact with diverse people

Which of the following represents the most complete SMART goal for the electric yachts?

Dunamis Motors will sell five electric yachts by the end of this calendar year.

A company's external environment consists of which two environments?

General Task

An individual or individuals who work(s) within an existing organization, using personal resources to make the most of an opportunity, is a(n)

Intrapreneur

The police chief is meeting with some citizens in his community, where he will discuss the police department's positive service delivery. The success of his organization is measured by

Its effectiveness, such as decreased crime

Place the steps of the planning/control cycle in the correct order, with step one listed first (at the top) and step four listed last (at the bottom)

Make the plan Carry out the plan Control the direction by comparing results with the plan Control the direction by correcting deviations and/or improving future plans

Which viewpoint stresses the use of rational, science-based techniques and mathematical models to improve decision making and strategic planning?

Management science

April works diligently to accomplish the company goals in an efficient and effective manner, utilizing her employees through planning, organizing, leading, and controlling company resources. April is:

Managing

_______ suggested that organizations should be operated as "communities," with managers and subordinates working together in harmony. For example, in a publishing company run as a community, editors, editorial assistants, and publishers would work together to determine which books should be published.

Mary Parker Follet

Emma, the marketing manager, is constantly seeking information about her competition while looking online or speaking to people. Emma is playing the ________ role.

Monitor

Right Motors calls its customers after they purchase an automobile from the dealership. In addition, every year customers are asked to complete a short survey about the car they purchased from Right Motors and their customer-service experiences with the dealership. Right Motors is an example of a(n) ___ system.

Open

In February, Paula, the manager of a landscaping company, is looking at the upcoming need for more workers to handle the increased customers in spring and summer. Which of the four key management processes is she using?

Organizing

External stakeholders:

People or groups in the organization's external environment that are affected by it. (Task environment and general environment)

What are the four principal functions of management?

Planning, organizing, leading, and controlling

The ability of a product or service to meet customer needs refers to _____.

Quality

Rick has met with the Small Business Administration, which analyzed his entrepreneurial skills and provided him with a summary of the results. Out of these findings of the SBA, what might challenge Rick in his quest to become a successful entrepreneur?

Rick has an external locus of control.

Which of the following statements is FALSE?

The United States was the most competitive economy in 2017.

What should provide the basis for an organizational culture?

The enterpreneur's values and beliefs

According to the GLOBE project, in-group collectivism refers to:

The extent to which people should take pride in being members of their family, circle of close friends, and work organization.

Tripple Bottom Line

The three objectives of social enterprises: economic, social and environmental

Douglas McGregor's Theory

Theory X VS. Theory Y

According to management scholar. Henry Mintzberg, which of the following is true of managers?

They have work that is characterized by fragmentation, brevity, and variety

What would occur in the third step of management by objectives?

You and your manager meet to review progress.

distributor

a person or an organization that helps another organization sell its goods and services to customers

entrepreneur

adapts themselves, their subordinates, & their units to change

tuckman's stage where members prepare for disbandment

adjourning

Organizing

arrange tasks, people, & other resources to accomplish the work

In terms of SMART goals, an "attainable" goal is _____.

challenging but achievable

Marie and Marti are partners who solely own M and M Florist. As owners, they can ____.

claim an organization as their legal property

The _______ approach to management focuses on scientific methods, time and motion studies, and job specialization with the goal of increasing productivity.

classical

Which three approaches to management are considered historical perspectives?

classical, behavioral, quantitative

Major changes in temperature, precipitation, wind patterns, and similar matters occurring over several decades is known as _______.

climate change

A formal set of standards guiding an organization's actions is called a _____.

code of ethics

the act of sharing information and coordinating efforts to achieve a collective objective

collaboration

The rate at which the currency of one country can be exchanged for the currency of another country is called the _____ rate.

exchange

Which of the following is not a benefit of teamwork in an organization? A. improved workplace cohesiveness B. increased speed C. reduced destructive internal competition D. reduced costs E. increased stress

increased stress

Parochialism

is a narrow view in which people see things solely through their own perspective.

For MBO to be successful, top management must be committed to the program, MBO must be applied organizationwide, and

objectives must cascade.

Donna is the service desk coordinator in a department store, and she has set a goal this month of finishing her daily office work quicker so she can assist at the Service Desk earlier in the morning. She knows this will also help decrease theft, which will assist the company in achieving its goal of decreasing costs. Donna's goal of finishing her office work quicker is a(n) _____.

operational goal

Business people who start new businesses sometimes say that part of their initial funding was "love money." Who are the usual sources of love money?

parents, friends, and other relatives

Individuals in societies with high _______ believe that power should be distributed unequally within organizations and throughout society

power distance

.Harriet, the store manager, asked Lou to organize the prize giveaways for the store's grand reopening. Lou is organizing a(n)

project

The World Bank

provides low-interest loans for improvements in developing nations.

A company would rely on ISO 9000 to _____.

reduce manufacturing flaws

Like other international companies, Jane is interested in expanding her candle business globally primarily to ___.

take advantage of supplies, new markets, and lower labor costs

The World Trade Organization, the World Bank, and the International Monetary Fund are the three principal organizations designed to facilitate international _____.

trade

An import quota is a(n)

trade barrier

When a line cook in a restaurant cooks uses raw meat to cook a hamburger that becomes part of the restaurant's Super Burger Special (available only on Saturday nights during football season), the cook is taking part in a

transformation process

To start work every day, David sits down and sets his goals for the day and then he decides how to achieve them, formulating future courses of action to achieve the specified results. This is the definition of planning.

true

Based on the text, many companies are interested in expanding globally in order to:

Gain access to supplies, new markets, and lower labor costs.

Which theorist said, "there is no business without a customer"?

Peter Drucker

If John wants a legal structure that would provide him with personal liability protection as well as an ability to avoid double taxation, he should utilize a

S-Corporation

What part of a business plan reviews how the business will build brand awareness?

Sales strategies

The Internet and World Wide Web allow almost any business to be global. What are two important results of this process?

Small companies can maneuver faster Small companies can get started more easily.

As the CEO of a company that produces products for schools, Amber believes that her company needs not only to produce a profit but also to do things that benefit society. _______ guides Amber's beliefs.

Social Responsibility

_____ refer to the ability to motivate, to inspire trust, and to communicate with others.

Soft skills

A(n) ____ is a formal written set of ethical standards guiding an organization's actions.

code of ethics

The people or organizations that vie with your company for customers or resources are known as _____.

competitors

There are many positive effects to globalization, but which of the following would be a negative effect?

data sharing

liaison

deals/communicates with people outside their units

Jelene sells her art through her own web site and her etsy store. She receives questions from many different countries. Jelene is engaged in _________.

e-commerce

In terms of the systems viewpoint, _______ is information about the reaction of the environment to the outputs that affects the inputs.

feedback

challenges to being an exceptional manager

for competitive advantage for information technology for diversity for globalization for ethical standards for sustainability for happiness and meaningfulness

Maquiladoras are

foreign-owned manufacturing plants that operate in Mexico in exchange for employing Mexican citizens.

Many companies are interested in expanding globally in order to

gain access to supplies, new markets, and lower labor costs

Which form of communication would be the most appropriate in high-context cultures?

having a face-to-face conversation with another person

The IMF has

helped support some weaker European countries during the recent financial crisis

In a ______ culture, people rely heavily on situational cues for meaning when communicating with others.

high context

Management science stresses the use of rational, science-based techniques and mathematical models to improve

Decision making and strategic planning

Burger King decided to add breakfast to its hours of operation in order to increase its customers. This was an attempt to improve the organization's:

Effectiveness

_____ managers believe that their native country, culture, language, and behavior are superior to all others.

Ethnocentric

A social audit is a systematic assessment of employee happiness within a company.

False

Behavioral science includes the fields of psychology, marketing, accounting, and geology.

False

Efficiency and effectiveness mean using resources—people, money, raw materials, and the like—wisely and cost effectively.

False

T or F? A greenfield venture is a strategic alliance with individuals and organizations in developing nations; the venture's goals are to assist, educate, and share the risks and rewards of starting a new nonprofit organization in the developing country.

False

Tyrone, the CEO of a large landscaping company, has been studying an article in a business publication that instructs managers how to increase profits by boosting worker efficiency. Higher profits and greater efficiency are the chief aims of corporate social responsibility, which holds that it is the responsibility of corporations to be profitable even if the other goals in the community are not met.

False

A social audit is a systematic assessment of employee happiness within a company.

False **A social audit, a systematic assessment of a company's performance in implementing socially responsible programs, often based on predefined goals.

Jillian will be relocating to Singapore in the next six months. Although many people speak English, what would be a good use of her time in the next six months?

Learn the local language.

Dominique, an executive chef in a large hotel, recently attended a training conference sponsored by several top professionals in his field, where he learned numerous ways his restaurant and hotel can better serve customers. Dominique is excited that management asked him to present this information to the hotel staff so that the restaurant and hotel can make needed improvements. Dominique's hotel is a(n) _____ organization.

Learning

Management science focuses on the use of _______ to aid in problem-solving and decision-making.

Mathematics

Countertrading is ________ goods for goods.

bartering

Countertrading:

bartering for goods

Countertrading

bartering goods for goods

To better meet corporate goals this year, Yumiko, a CEO, is encouraging her managers to focus on the major functions of management, which are:

Planning, organizing, leading, and controlling.

As the CEO of a company that produces products for schools, Hannah believes that her company needs not only to produce a profit but also to do things that benefit society. _______ guides Hannah's beliefs.

Social Responsibility

A company's decision to move its operations out of the country will affect its employees, owners, suppliers, distributors, and everyone else who has an interest in the business. All of these groups together make up the company's _____.

Stakeholders

Which broad term identifies anyone impacted by a business, including but not limited to stockholders, employees, and customers?

Stakeholders

_______ is the level of necessaries, comforts, and luxuries that a person is accustomed to enjoying.

Standard of living

New developments in methods for transforming resources into goods or services are called _______ forces.

Technological

What is the best definition of autonomy? What is the term for a forward-looking perspective that involves capitalizing on opportunities before others seize them? Proactivity

The preference for freedom and independence

The Foreign Corrupt Practices Act makes it illegal for employees of U.S. companies to make "questionable" or "dubious" contributions to political decision makers in foreign nations.

True

The global village refers to the "shrinking" of time and space as air travel and the electronic media have made it easier for people worldwide to communicate with one another.

True

Don was recently promoted, and his salary increase includes retirement investment options, so he has decided to take part in an ESOP. This means that Don

Will be buying or receiving shares of his company's stock

technical skill

ability to perform a specific job

Conceptual skills consist of the

ability to think analytically, to visualize an organization as a whole, and to understand how the parts work together.

Tariffs:

1. A trade barrier in the form of a customs duty, or tax, levied mainly in imports. Two types. • Revenue tariff: simply to raise money for the gov. • Protective tariff: to raise the price of imported goods to make the price of domestic product more competitive

Max Weber (5 positive bureaucratic features to be a better-performing organization):

1. A well defined hierarchy of authority 2. Formal rules and procedures 3. Clear division of labor, with parts of a complex job being handled by specialists 4. Impersonality, without reference or connection to a particular person 5. Careers based on merits

Which of these are examples of devices countries use to exert trade protectionism?

1.) tariffs 2.) import quotas 3.) embargoes

Select all of the statements that accurately represent Hurley's views on the most important crisis in business today.

1.) what is important is that organizations deliver every day on what they promise 2.) in business today, there is a crisis of trust 3.) companies may think certain organizations are ethical, but that does not mean they should trust them

Which of the following are the key functions/roles managers must perform in order to create learning organizations?

1.) work to generate ideas with iterm-32mpact 2.) work to generalize ideas with impact 3.) build a commitment to learning

In 2014, approximately what percentage of the U.S. population was foreign-born?

13%

ABC Brothers' cleaning products and equipment are sold to consumers and commercial cleaning companies in Best Supply's janitorial supply and equipment store. ABC relies heavily on Best Supply to help sell its goods and services to customers. Best Supply is a(n) ____ for ABC Brothers' products.

distributor

________ is prevented by quotas.

dumping

Tom, a restaurant general manager, carefully watches his restaurant costs by reusing some items that in the past were immediately thrown away. Tom is an example of a(n) _____ manager.

efficient

A(n) _____ dilemma is a situation in which you have to decide whether to pursue a course of action that may benefit you or your organization but that is unethical or even illegal.

ethical

The employees of Pi's Pizza, a local pizza restaurant, feel that the owners and managers really try to follow the ethical policies outlined in their company's code of ethics. Curtis, a cook, said that "Just today, Rob, our manager, called our supplier to let them know we received an extra case of tomatoes that we did not pay for. And they do this type of thing almost every day." Pi's Pizza maintains a(n)

ethical climate

Which management viewpoint saw humans as cogs within a machine?

classical

Which three approaches to management are considered historical perspectives?

classical behavioral quantitative

The planning/control cycle has two control steps: (1) control the direction by comparing results with the plan and (2) control the direction by taking corrective action in two ways—namely, by

correcting deviations in the plan being carried out or improving future plans

Even for nonprofits, sooner or later there will be no organization without

customers

When a food distributor looks at changing the products it markets in the southern states because of an increasing percentage of customers from Central and South America, it is looking at the ____ forces.

demographic

what are some examples of a formal group

departments, division, work group, or a committee

Strategic allies:

describes the relationship of two organizations that join forces to achieve advantages neither can perform as well alone.

Hugo Munsterberg believed that psychologists can contribute to industry by _____. For example, Munsterberg might suggest that a company implement a monthly bonus plan that rewards workers for achieving the goals set by their managers.

devising management strategies to influence employees to follow management's interest

Hugo Munsterberg believed that psychologists can contribute to industry by _____. For example, Munsterberg might suggest that a company implement a monthly bonus plan that rewards workers for achieving the goals set by their managers.

devising management strategies to influence employees to follow management's interests

Pietro, the vice president of marketing, is talking to Ryan, a sales manager in a foreign office, about several local situations that Ryan's reps are facing in their territory. Pietro tells Ryan that he believes there are differences and similarities between home and foreign personnel and practices, and that Ryan should use whatever techniques are most effective. Pietro is a(n) ________ manager

geocentirc

Alvin accepts that differences and similarities exist between home and foreign personnel and practices, and that the company should use whatever techniques are most effective. Alvin can be described as:

geocentric

According to proponents of the Hawthorne effect,

giving more attention to employees increases worker productivity, if they think managers care about them.

Recent protests against World Bank operations involve complaints that the World Bank (1) supports countries that permit sweatshop labor or restrict religious freedom, and (2)

finances projects that could damage the ecosystem.

Jane leads a task force developing specifications for a new customer database to be used by several departments. Jane is an IT supervisor, but most of the other task force members are directors of other departments. At the first meeting, a few of them asked questions that she couldn't answer. According to the contingency model, Jane's situational control is likely A. low B. high. C. unknown. D. extremely high. E. moderate.

A. low

According to the contingency model, a relationship-oriented leadership style works best in ______ situations. A. moderate-control B. uncontrolled C. low-control D. both high- and low-control E. high-control

A. moderate-control

At Allen and Thomas Architects, a group of designers are developing the first drawings for a proposed multiuse office development in an older section of a large city that is being revitalized. What type of work team is this group? A. project team B. production team C. virtual team D. advice team E. product team

A. project team

Starbucks CEO Howard Schultz has made sure his employees have health insurance and work in a positive environment. He could best be described as which type of leader? A. servant B. shared C. transactional D. leader-member exchange E. situational

A. servant

Against social responsibility:

According to Milton Friedman "Companies that use social responsibility to make profits will become distracted and fail to provide goods and services, benefit the stockholders. Create jobs, and expand economic growth,

1. Drexel is traveling to Italy and wonders what type of outfits would be most appropriate for business meetings. She finds a book about doing business in Italy and reads recommendations regarding dress. She decides to pack her more trendy and stylish pieces.

Become aware of the context

Classical Viewpoint: Max Weber

Believed that a bureaucracy was a rational, efficient, ideal organization based on the Principles of Logic: 1. A well-defined hierarchy of authority 2. Formal rules & procedures 3. A clear division of labor 4. Impersonality 5. Careers based on merit

According to the theory that ______, first noted by New York Times columnist Thomas Friedman, globalization has leveled the competitive playing fields between industrial and emerging-market countries.

the world is flat

Maquiladoras are manufacturing plants allowed to operate in Mexico with special privileges in return for employing Mexican citizens.

true

Prior to opening his business, Sal, the owner of The Italian Kitchen, is writing a document that explains the reason for his business. This statement would be a part of his mission statement.

true

Quantitative Management:

Application to management of quantitative techniques, such as stats or computer simulations.

The owners of a local restaurant routinely try to develop new menu items and seek better ways of helping their customers; this is an example of

innovation

At times, customers have an unexpected need and require certain departments, such as production, to change their schedule to meet the demands of the sales department. When Shannon, the vice president of marketing, inspires the production team to put in the extra effort, she is playing a(n) ________ role.

leadership

______ is expressed in your decisions about training, motivating, and disciplining people.

leadership

The GLOBE project is an ongoing cross-cultural investigation of nine cultural dimensions involved in ___ processes.

leadership and organizational

Alpha Computing is a U.S. company that specializes in IT research. It has formed a joint venture with Microchips Inc., a Belgium organization that has a reputation for producing quality PCs. The two companies will work together to market laptops in China, sharing the risks and rewards of starting the new enterprise together. Alpha Computing and Microchips Inc. are partners in a(n)

stratigic allience

A music teacher asked her students to set a really hard goal, such as increasing your practice time by 10 hours per week, which would cause her students to stretch beyond what they think is possible, this is known as a(n) ____.

stretch goal

a small group of people with complementary skills who are committed to a common purpose, performance goal, and approach for which they hold themselves accountable

team

Betty reports to the front desk manager. Betty is responsible for directing the team activities of four cashiers who are responsible for developing a plan to improve customer service. Betty does not have authority over other team members, but she provides guidance, instruction, and direction to them. Betty is a(n)

team leader

Bio-Med Laboratories recently announced it had produced a new medication that would mitigate arthritis symptoms. This new medication is an example of a(n) _____ force.

technological

New developments in methods for transforming resources into goods or services are _____ forces.

technological

New developments in methods for transforming resources into goods or services are called _______ forces.

technological

_____ forces lead to new developments in methods for transforming resources into goods or services. For example, a new technique called hydraulic fracturing (or fracking) has been developed to harvest natural gas trapped below the earth's surface.

technological

_______ is a trading bloc consisting of 28 trading partners in Europe.

the European union

Hugo Munsterberg is known as

the father of industrial psychology

Hugo Munsterberg was called:

the father of industrial psychology

Hugo Munsterberg is known as

the father of industrial psychology.

Free trade is the

movement of products between countries without political or economic obstruction

Transformational Process

organization's capabilities in management & technology that are applied to converting inputs into outputs

conflict defined as interpersonal opposition based on personal dislike or disagreement

personality conflict

Target donates millions of dollars each year in education-related grants for arts and cultural experiences, field trips, and reading programs, as well as grants to promote public safety. This is an example of _______.

philanthropy

Two or more organizations that join forces in order to achieve advantages that neither can perform as well alone are known as _______.

strategic allies

The McCloskeys started Fair Oaks with a plan to see how the farm could convert 430,000 gallons of daily manure into a sustainable asset. This is known as

strategic planning.

_____ forces affect the way politics shape laws and the way laws shape the opportunities for and threats to an organization. For example, some cities in the United States (including New York and San Francisco) have set the minimum wage far above the federally mandated minimum wage.

political-legal

Assume Costco is opening a location in Kenya and believes that native Kenyan managers best understand native personnel and practices, so the home office leaves them alone. What type of management would Costco be practicing?

polycentric

To help maintain a competitive advantage, the emphasis for most companies is on

production efficiency.

Britta is trying to measure her salon's productivity during the first quarter. For this period, she should divide _______ by the costs of her staff, loans, materials, and utility bills. A. the average daily receipts B. her budgeted costs C. her projected revenue C. the total salon services and products sold D. the number of clients

C. the total salon services and products sold

At Polar Sportswear, orders have significantly exceeded projections, and Chris, the operations director, has decided to hire for a third shift in the plant. Chris is clearly operating with the use of a(n) ______ budget. A. incremental B. fixed C. variable D. cash E. zero-based

C. variable

George owns an international grocery store in New Jersey, the Global Food Bazaar. He has benefited highly from the trading bloc that allows him to purchase food products from Central American nations at a nice discount. With many of his customers from Costa Rica, the Dominican Republic and Guatemala, he is particularly grateful for ______, a trading bloc.

CAFTA-DR

George, who owns an international grocery store in Ohio, has benefited highly from the trading bloc that allows him to purchase food products from Central American nations at a nice discount. With many of his customers from Costa Rica, the Dominican Republic and Guatemala, he has benefited from the trading bloc known as _____.

CAFTA-DR

____ are at the top of the organization and get more specific as they move toward

Cascading goals; individual employees.

Historial Perspectives: Viewpoints

Classical Behavioral Quantitative

Which of the following is an example of a green policy or action?

Coca-Cola has pledged to replenish (return to nature) all the water it uses to make its beverages.

Strategic management is a process in the formulation, implementation, and execution of strategies and strategic goals to advance the purposes of the organization.

true

Laura runs a sales and expense report at the end of each work day? Which management function is she performing?

Controlling

According to Fordham professor Hurley, there is not a crisis of ethics in business today but a crisis of _____.

trust

synergy

two or more forces combined create an effect that is greater than the sum of their individual effects

_____ help us to stay focused on the big picture, concentrate and make quicker decisions rather than putting them off, and ignore unimportant matters.

Deadlines

What are two advantages for a company that establishes deadlines?

Deadlines aid in making quicker decisions Deadlines motivate employees to focus on the goal

Employers find that many college graduates have large gaps in________, skills that employers are looking for. A) written communication, oral communication, and organizing information B) staying current on global events, oral communication, and critical thinking C) critical thinking, creativity, and evaluating information D) working in teams, written communication, and evaluating information E) critical thinking, written communication, and evaluating information

E

Consider the following situation: Local livestock farmers could allow the runoff of manure nutrients into a stream that feeds a local lake because polluting the stream helps farmers in the short term. However, farmers will act ethically in the short run to avoid harming others in the long run because doing so is also in the farmer's best long-term interests. This type of thinking reflects the _____ approach to deciding ethical dilemmas.

Individual

Which of the following is NOT one of the BRICS countries?

Indonesia

Feedback:

Information about the reaction of the environment to the outputs that affects the inputs.

John wants his salespeople to use iPhones to improve their sales? Which challenge is he trying to manage?

Information technology

Embargoes:

Is a complete ban on the import or export of certain products

What is the BEST example of a sociocultural force affecting an industry?

Sales of organic fruits and vegetables increase because more people want to eat healthier.

Paul English of Kayak.com uses new employees as an excuse for altering an existing open-office seating arrangement. English's action is an application of ____ to management.

The behavioral science approach

Multinational corporation (multinational enterprise):

a business firm with operations in several countries.

Parochialism (another name for ethnocentrism):

a narrow view in which people see things solely through their own perspective

parochialism

a narrow view in which people see things solely through their own perspective related to ethnocentric

With increasing competition in the auto-parts business, Harrison, owner of Discount Tires, is dealing with growing uncertainty. He decides to ________, or meet with his managers to develop a future course of action to meet company goals.

a plan

system

a set of interrelated parts that operate together to achieve a common purpose, even when it does not work well.

While setting up their corporation, Ming and Jie implement a system of governing their organization so that the interests of corporate owners and other stakeholders are protected. Ming and Jie have set up

a system of corporate governance

Item41 0/0 points awarded Item Scored Print References Item 41 Item 41 0 of 0 points awarded Item Scored Rebecca and Donna, owners of Fine Coffee and Pastry Shop, are concerned because Panera Bread is opening a new store just one mile from their shop. Rebecca and Donna know that Panera will be offering similar products; therefore, Panera Bread will be a ____ to Rebecca and Donna.

competitor

Rebecca and Donna, owners of Fine Coffee and Pastry Shop, are concerned because Panera Bread is opening a new store just one mile from their shop. Rebecca and Donna know that Panera will be offering similar products; therefore, Panera Bread will be a ____ to Rebecca and Donna.

competitor

Rosemarie and Dominique, owners of Sugarplum Coffee and Pastry Shop, are concerned because Panera Bread is opening a new store just one mile from their shop. Rosemarie and Dominique know that Panera will be offering similar products; therefore, Panera Bread will be a(n) ________ of Rosemarie and Dominique.

competitor

Four restaurants that are all seeking to attract the same customers would be categorized as _______.

competitors

Total Quality Management (TQM)

comprehensive approach dedicated to continuous quality improvement, training, & customer satisfaction 1. Make continuous improvement a priority 2. Get every employee involved 3. Listen to & learn from customers & employees 4. Use accurate standards to identify & eliminate problems

The planning/control cycle has two control steps: (1) control the direction by comparing results with the plan and (2) control the direction by taking corrective action in two ways—namely, by

correcting deviations in the plan being carried out or improving future plans.

Don's Carpet installed carpet at no cost for City Office Supply, in exchange for $1,000 of office supplies. This is an example of ____.

countertrading

If the currency exchange rate is not conducive for business, a US-based company may decide to exchange goods for goods rather than goods for money. This is known as _____.

countertrading

The GLOBE project studies the _____ dimensions involved in organizational and leadership processes.

cultural

Dutch researcher Geert Hofstede identified four cultural dimensions by studying _____.

data on IBM employees from dozens of countries

Management science stresses the use of rational, science-based techniques and mathematical models to improve

decision making and strategic planning.

Organizing

defined as arranging tasks, people, and other resources to accomplish the work. Organizing includes determining the tasks to be done, by whom, and what the reporting hierarchy is to be.

When a food distributor considers changing the products it markets in the southern states because of an increasing percentage of customers from Central and South America, it is examining the ____ forces at work in the southern United States.

demographic

Sustainability

economic development that meets the needs of the present without compromising the ability of future generations to meet their own needs

Angela wants to sell her business. Sadie has expressed an interest in purchasing it, but is worried about whether or not she will qualify a loan with the interest rates going up. Sadie is worried about a/an

economic force

The macroenvironment includes these forces: ________

economic, technological, sociocultural, demographic, political-legal, international

Which forces are part of the macroenvironment?

economic, technological, sociocultural, demographic, political-legal, international

Today, companies emphasize _____ with production.

efficiency

The extent to which a society should minimize discrimination and role inequalities between men and women is called gender ______.

egalitarianism

Former-CEO Kalanick's question of "What kind of brand do we want to be?" represents which stage of the strategic management process?

establish the mission and vision and values

Alice's Pasta Kitchen makes quality pasta and sells its products to customers in other countries. Alice's Pasta Kitchen is ____ its products.

exporting

Alice's Pasta Kitchen makes quality pasta and sells its products to customers in other countries. This is an example of ____.

exporting

Dave's Furniture in South Carolina produces high-quality furniture and ships its products to customers in over 40 countries. This is an example of ____.

exporting

The practice of producing goods domestically and selling them outside the country is referred to as _______.

exporting

Wendy's Truffles makes quality desserts and sells its products to customers in other countries. Wendy's Truffles is ________ its products.

exporting

High-end Levi's jeans that are produced in the United States but then sold to stores in China and France are an example of US _____.

exports

A government's seizure of a domestic or foreign company's assets is known as ____.

expropriation

After Hugo Chavez became President of Venezuela, the government abruptly took over 60 domestic and foreign oil field service companies. This is an example of _______.

expropriation

______ is a government's seizure of a domestic or foreign company's assets

expropriation

Max is looking to expand his American custom tie manufacturing business in Dallas, Texas, overseas. He has found an organization in Brussels, Belgium, that is willing to partner with him and split the capital requirements. Max and his Belgian partners will be creating a new company that manufactures custom European-style ties. What method of global expansion is Max utilizing?

franchising

According to House's investigation of cultural dimensions, ______ captures the extent to which members of a given culture value their friends, family, and work.

in-group collectivism

Total quality management viewpoint emphasizes:

infusing concepts of quality throughout the total organization in a way that will deliver quality products & services to customers.

The owners of a local restaurant routinely try to develop new menu items and seek better ways of helping their customers; this is an example of ___.

innovation

Technical skills

job-specific knowledge need to perform well in a specialized field

In order to build a _____ organization, managers must build a commitment to learning, work to generate ideas with impact, and work to generalize ideas with impact.

learning

What are the two types of goals in business?

long-term short-term

the world bank

low interest loans to countries

According to Archie B. Carroll, the responsibilities of an organization can be arranged as a pyramid, with _____ at the base and _____ at the top.

making a profit; corporate citizenship

Foreign companies with manufacturing plants that are allowed to operate in Mexico with special privileges in exchange for employing Mexican citizens are known as _______.

maquiladoras

Victor works for a company that highly values performance-oriented traits, such as achieving a certain level of sales and increasing market share by a certain percentage. In analyzing this aspect of Victor's company, Geert Hofstede would examine the company's ________ dimension

masculinity/femininity

Although the U.S. manager and Asian guest are having a face-to-face meeting to discuss the pending deal, the U.S. manager is unaware of the important messages sent outside of the spoken word. These messages include eye contact, facial expressions, body movements and gestures, use of time and interpersonal space, and touch and are known as _________.

nonverbal communication

____ can be another term used for a goal.

objective

Management science is sometimes known as _____.

operations research

tuckman's stage where members concentrate on solving problems and completing the assigned task

performing

figurehead

performs ceremonial duties (welcome visitors, speak at openings, support local charities)

Setting goals and deciding how to achieve them is the definition of ____.

planning

A tax on automobiles imported into the United States that raises prices on imported vehicles to make the price of cars produced here more competitive is a(n) ______; a tax on all oil imported into the United States, which is implemented to raise money for the American government, is known as a(n) ____.

protective tariff; revenue tariff

An organization should adopt planning and strategic management to ____.

provide direction and momentum, encourage new ideas, and develop a sustainable competitive advantage

Two ways for a company to guarantee quality of a product are quality control and quality ___________.

rationality

The masculinity/femininity dimension identified by Hofstede reflects how people value performance-oriented traits or how much they value _____ traits.

relationship-oriented

behavioral science

relies on scientific research for developing theories about human behavior that can be used to provide practical tools for managers

Local communities are stakeholders of organizations because communities

rely on the tax base from companies, and their employee payrolls, to thrive

ethical climate

represents employees' perceptions about the extent to which work environments support ethical behavior. It is important for managers to foster ethical climates because they significantly affect the frequency of ethical behavior

A manager's responsibility to take actions that benefit both society and the business is known as _____ responsibility.

social

Julian, the owner of a t-shirt shop, attended an entrepreneurship workshop that discussed the triple bottom line, which measures an organization's ____ performance.

social environmental financial

What mechanism is used to provide a systematic assessment of an organization's performance in implementing socially responsible programs, often based on predefined goals?

social audit

As the CEO of a company that produces products for schools, Amber believes that her company needs not only to produce a profit but also to do things that benefit society. _______ guides Amber's beliefs.

social responsibility

Engaging in _____ can give businesses a favorable public image and may even head off government regulation

social responsibility

Americans driving less and young people having less interest in cars are examples of trends in society known as ______

sociocultural

Fewer children are interested in learning how to play a musical instrument, and young people have less interest in owning cars. These two trends are examples of ____ forces at work.

sociocultural

Fewer children are interested in learning how to play a musical instrument, and young people having less interest in owning cars. These two trends are examples of ____ forces at work.

sociocultural

_________ refer to the ability to motivate, to inspire trust, and to communicate with others.

soft skills

An entrepreneur is best described as

someone who takes risks to try to create a new enterprise

Which broad term identifies all the different groups of people whose interests are affected by an organization's activities, included but not limited to stockholders, owners and employees?

stakeholders

Ethics are _____.

standards of right and wrong that influence behavior

Ethics are defined as

standards of right and wrong that influence behavior.

A _____ plan is developed for activities that occur repeatedly over time.

standing

A newly created company designed to grow fast is known as a(n)

start-up

Nela attempts to walk Logan through the development, manufacturing, and sales process for the potential new electric yachts. What type of planning is she trying to do?

strategic

Top managers use _______ planning to determine what the organization's long-term goals should be for the next one to five years with the resources they expect to have available.

strategic

At UPS, delivery ______ vary according to whether a route is urban, suburban, or rural in nature, because conditions vary in each type of route. A. standards B. strategy maps C. ratio analyses D. PDCA cycles E. RATER scales

A. standards

A national sales organization has implemented a set of training courses on its intranet, with a link that allows employees to find and share answers to questions that arise with customers. ________ is the system that allows the sharing of knowledge and information throughout an organization. A) A strategy database B) Knowledge implementation C) Knowledge management D) A knowledge base E) A wisdom system

C

Loree manages the service desk and makes routine decisions related to customer refunds and merchandise returns. Loree also oversees the daily tasks of the cashiers and front desk employees. Loree is a A) middle manager. B) team leader. C) first-line manager. D) top manager. E) board member

C

What are the four levels of managers? A) upper, regional, middle, lower B) upper, board of directors, middle, lower C) top, middle, first-line managers, nonmanagerial employees D) top, middle, first-line, advisors E) upper, middle, floating, lower

C

Which of these people is an example of both an entrepreneur and an effective manager?

Dinh, who, along with his team, evolved his SEO startup into a multimillion-dollar business

Timothy, a restaurant general manager, carefully watches his costs by reusing some items that in the past were immediately thrown away. Timothy is an example of a(n) ________ manager. A) diverse B) macro C) effective D) detail E) efficient

E

Which one of the following is one way to think about management? A) efficiency in motion B) the science of accomplishing things C) the science of synergy D) the science of helping people E) the art of getting things done through people

E

The question the group is asking during the forming stage of group development is A. "Can we do the job properly?" B. "Can we agree on roles and work as a team?" C. "Why are we fighting about who does what?" D. "What's next?" E. "Why are we here?"

E. "Why are we here?"

a group established to do something productive for the organization and is headed by a leader.

FORMAL GROUP

Quality-Management Viewpoint:

Includes quality control, quality assurance, and total quality management

Which type of person is employed by an organization that he or she does not own or operate?

Intrapreneur

The World Bank:

Is to provide low-interest loans to developing nations for improving transportation, education, health, and telecommunication

Which of these are forces within an organization's general environment?

Political Legal Economic Demographic International Sociocultural Technological

2. Take the view that native managers in the foreign offices best understand native personnel and practices, and so the home office should leave them alone.

Polycentric Managers

Bernard (Bernie) Madoff used money from newer investors to pay off older investors. Which type of scam was Madoff running?

Ponzi Scheme

T or F? The employees of a production facility that produce parts for boats are meeting to discuss ways to control rising costs, which are affecting their bonus (incentive pay). The employees are internal stakeholders of the factory.

True

Franchising

a company allows a foreign company to pay it a fee and a share of the profit in return for using the company's brand name and a package of materials and services

Licensing

a company allows a foreign company to pay it a fee to make or distribute the first company's product or service

Licensing:

a company allows a foreign company to pay it a fee to make or distribute the first company's product or service. Used by manufacturing.

Importing

a company buys goods outside the country and resells them domestically

Importing:

a company buys goods outside the country and resells them domestically

Exporting:

a company produces goods domestically and sells them outside the country

exporting

a company produces goods domestically and sells them outside the country

______ is a shared set of beliefs, values, knowledge, and patterns of behavior common to a group of people.

a culture

reshoring

a domestic companies moves formerly outsourced operations back home.

Supplier:

a person or an organization that provides supplies-- that is, raw materials, services, equipment, labor, or energy-- to other organizations.

The sharing economy

also known as collaborative or peer-to-peer marketplaces, allows people to share items rather than own them individually, thus saving quite a bit of money. For example, those who use Airbnb to rent a place to stay often pay much less than they would pay for a hotel room.

Whistle-blower

an employee who reports organizational misconduct to the government or the public

What are two examples of economic forces within a company's general environment?

bank interest rates and the unemployment rate

Business scholar Archie Carroll suggested that the first and primary responsibility of an organization in the global economy is to ___.

be profitable consistent with expectations for international business

ethical behavior:

behavior that is accepted as "right' as opposed to "wrong" according to those standards.

ethnocentric managers

believe that their native country, culture, language, and behavior are superior to all others

A multinational corporation is a(n) ____.

business firm with operations in several countries

A document that outlines a proposed firm's goals, its strategy for achieving those goals, and the standards for measuring success is known as a _______.

business plan

Many fast-food chains have operations in foreign countries because these restaurant corporations allow a foreign company to pay a fee to use the name of the fast-food restaurant. The foreign company would also need to pay a share of the profits to the fast-food corporation. What type of situation does this describe?

franchising

The ability to move goods and services among nations without any political or economic obstruction is called _____.

free trade

conflict that benefits the main purposes of the organization and serves its interest

functional conflict

MBO works by objectives moving through the organization; that is, top managers set general organizational objectives, which are translated into divisional objectives, which are translated into departmental objectives. The hierarchy ends in individual objectives set by each employee. This is an example of MBO working as objectives ______ through the organization.

cascade down

Demographic forces are influences on an organization arising from changes in:

characteristics of a population

A(n)___________ consists of a formal written set of ethical standards guiding an organization's actions.

code of ethics

Olympia Marketing has instituted new policies around misappropriation of assets, conflicts of interests, and kickbacks. Also with the local elections just around the corner, management sent out reminders about political contributions and confidentiality of company information. All of these policies can be found in Olympia Marketing's

code of ethics

The hallmark of great civilizations has been great systems of ____.

communications

ABC Manufacturing employs some of the top professionals in its field, and because of their skills and experience, ABC is highly efficient and outperforms its competitors. ABC Manufacturing has a(n) ____ over its competition.

competitive advantage

Conceptual skills

consist of the ability to think analytically, to visualize an organization as a whole, and to understand how the parts work together

human skills

consist of the ability to work well in cooperation with other people to get things done. They include the ability to motivate, to inspire trust, and to communicate with others.

Code of ethics:

consists of a formal written set of ethical standards guiding an organization's actions

Within her company, Maria utilizes a management style that varies according to the individual and environmental situation, with a strategy for minimizing errors by managing each stage of production. She has also set up a system with inputs, outputs, transformation processes, and feedback. Maria's management perspective is best described as

contemporary

Within her company, Maria utilizes a management style that varies according to the individual and environmental situation, with a strategy for minimizing errors by managing each stage of production. She has also set up a system with inputs, outputs, transformation processes, and feedback. Maria's management perspective is best described as _____.

contemporary

Which management viewpoint asks the question, "What method is the best to use under these particular circumstances?"

contingency

What are the three viewpoints of the contemporary perspective of management?

contingency systems quality management

Open systems:

continually interacts with its environment.

Assume that John is writing a business plan in order to get a small business loan from a local bank. Which of the following would most likely not be in the plan?

control process

Assume Uber planned to cut losses by 40 percent by withdrawing from countries like China and Singapore. A year has now passed since they have withdrawn, and the company determines that losses have actually increased. Which step in the planning/control cycle does Uber need to now execute?

control the direction

An organization's external stakeholders include ____.

customers, competitors, suppliers, distributors, strategic allies, employee associations, local communities, financial institutions, government regulators, special-interest groups, and the mass media

tariffs

customs duty, or tax, levied mainly on imports

Order the schools of thought in the behavioral viewpoint from earliest to most recent.

early behaviorism, human relations movement, behavioral science

Simon and his managers are discussing the unemployment, inflation, and interest-rate trends that might affect their chain of sandwich shops over the next 12 months and the projected growth in the areas where the stores are located. The managers are studying the ______ forces in their organization's general environment.

economic

_____ forces consist of conditions such as unemployment, inflation, interest rates, and economic growth that may affect an organization's performance.

economic

Cascading goals is the process of______

ensuring that strategic goals at the top align with the short-term goals set at lower levels in the organization

Joseph Juran defined quality as "fitness for use," which means that

a product or service should satisfy a customer's real needs

Kendra decided to leave her job in the city and move to the country where she plans to start her own business selling homemade preserves, soaps, lotions, and candles. Kendra's business would be

a sole proprietorship

multinational corporation

business firm with operations in several countries; ex: WalMart

Dumping:

the practice of a foreign company's exporting products abroad at a lower price than the price in the home market, or even below the costs of production, in order to drive down the price of the domestic product

A company's ______ statement should provide a clear sense of the future and the actions needed to get there.

vision

Beau said to a close friend, "I am fed up with my company's continual disregard for the environment. They secretly dispose of hazardous chemicals into a nearby stream constantly. I don't know how they get away with it! I am going to call a reporter at the local newspaper and reveal what my company is doing." Beau's decision to tell somebody about his company's actions is an example of

whistle-blowing

Don was recently promoted, and his salary increase includes retirement investment options, so he has decided to get involved with an ESOP. This means Don ____.

will be buying shares of his company's stock

A major difference between an intrapreneur and entrepreneur is that an intrapreneur ______.

works inside an existing organization to create a new product or service

Patsy, a nurse, has decided to start a home health care service to assist with the medical, meal preparation, and light housecleaning needs of older adults. To grow her business, Patsy is focusing her marketing efforts on the older adult population; as she does this, she is involved with the _____ environment.

general

According to proponents of the Hawthorne effect,

giving more attention to employees increases worker productivity.

The rise in the average temperature near the Earth's surface due to an increase in greenhouse gases in the atmosphere is called _____ and is one aspect of climate change.

global warming

Justice approach (ethical dilemma approach):

guided by respect for impartial standards of fairness and equity

Moral-right approach (ethical dilemma approach):

guided by respect for the fundamental rights of human beings.

Utilitarian approach (ethical dilemma approach):

guided by what will result in the greatest good for the greatest number of people

In a ______ culture, people rely heavily on situational cues for meaning when communicating with others.

high-context

Based on the case, which of the following has not resulted from the McCloskeys's planning and strategic management processes?

higher employee satisfaction

Shane, a sales manager, remarked that typically, her employees sincerely and positively overstate their job performance and abilities. This is an example of the ____ effect.

holier-than-thou

When talking with Shane, a sales manager, she remarked that typically, her employees sincerely and positively overstate their job performance and abilities. This is an example of the ____ effect.

holier-than-thou

Power distance is defined as _____.

how much a society expects power to be unequally shared

Uncertainty avoidance is defined as _____.

how much a society relies on social norms and procedures to make future events more predictable

Institutional collectivism is defined as _____.

how much individuals should be encouraged and rewarded by their leaders for loyalty to the social unit

According to management scholar Henry Mintzberg, which three roles do managers play?

interpersonal, informational, decisional

A system is a set of _____ parts that operate together to achieve a common purpose.

interrelated

An individual or individuals who work(s) within an existing organization, using personal resources to make the most of an opportunity, is a(n)

intrapreneur

An individual or individuals who work(s) within an existing organization, using personal resources to make the most of an opportunity, is a(n)

intraprenuer

Culture:

is the shared set of beliefs, values, knowledge, and patterns of behavior common to a group of people.

A national sales organization has implemented a sets of training courses on its intranet, with a link that allows employees to find and share answers to questions that arise with customers. A system that allows the sharing of knowledge and information throughout an organization is known as ___.

knowledge

In a ______ culture, shared meanings are often derived from written and spoken words.

low-context

behavior that fosters constructive relationships among team members

maintenance role or relationship-oriented role

indicates how well a particular medium conveys information and promotes learning

media richness

During the meeting, the U.S. manager's phone rings and interrupts the meeting. This interruption would be considered _______ in the communication process as it interferes with the transmission of the message.

noise

Gary Hamel suggests we need to look at management as a process and then make improvements and innovation

ongoing and systematic

___ are goals set by and for first-line managers and are concerned with short-term matters associated with realizing tactical goals

operational goals

Airbus Inc., a company that builds airplanes, typically orders parts for its airplanes from other companies. ________ is the practice Airbus Inc. is using.

outsourcing

Inputs

people, money, information, equipment, & materials required to produce an organization's goods or services

The Contemporary Perspective

* Systems Viewpoint * Contingency Viewpoint * Quality-Management Viewpoint

Learning Organization

* actively creates, acquires, & transfers knowledge w/in itself * is able to modify its behavior to reflect new knowledge

The GLOBE project studies _____ cultural dimensions.

9

What type of organizational design often becomes dysfunctional as a small business grows?

Ad hoc structure with unclear reporting relationships

Joint ventures:

Also known as strategic alliance, w/ a foreign company to share the risks and rewards of staring a new enterprise together in a foreign country.

Hawthorne studies began with:

An investigation into whether workplace lighting level affected worker productivity.

Recruiters for Mountainview College were under extreme pressure to increase an enrollment goal by 10 percent. As a result, they admitted many students who were marginally qualified and who performed poorly in classes. This is an example of which problem associated with control systems? A. too much control B. overemphasis on means instead of ends C. overemphasis on one instead of multiple approaches D. too little participation E. overemphasis on paperwork

B. overemphasis on means instead of ends

Deshawn started a new type of business that provides new and unique services that did not exist before his efforts. Deshawn is acting as a(n)

Entrepreneur

Mateo, an IT manager, has been studying the actions that his workers perform in an attempt to improve their productivity. Mateo is utilizing

Scientific management

Which of the following may be utilized to assess the competitive potential of Logan's electric yacht idea?

VRIO

______ are the relatively permanent and deeply held underlying beliefs and attitudes that help determine a person's behavior. These beliefs may include the idea that employees should be promoted solely on the basis of merit, that no bribes will be paid to foreign officials to obtain business licenses, and that companies should offer extended maternity leave upon the employee's request.

Values

You receive a memo that reads as follows: "In recent months, our customer evaluations have dropped, and our sales have decreased by 10 percent. To restore our business, we will do the following: (1) We will contact all of our customers and offer a 10 percent discount on their next purchase. (2) For the customers who spend more than $1,000 per year, we will invite them to join our Insiders' Club, which gives them discounted tickets to concerts and sporting events. (3) Effective immediately, we will begin staffing our call center 24 hours a day, 7 days a week. (4) Customer-service personnel will be given more discretion in helping customers resolve problems, with minimal interference from supervisors." This memo is a(n)

action plan

what question comes from the performing stage

can we do this job properly

The process of ensuring that the strategic goals set at the top align with more specific short-term goals at lower organizational levels is known as _____ goals.

cascading

Political-legal force:

changes in the way politics shape laws and laws shape the opportunities for and threats to an organization.

Will and his fiancée Christy decided to have their wedding on a beach in Acapulco, Mexico. Local businesses provided most of the services for the wedding, such as the limousine and the catering services. Throughout the weekend of the wedding, the couple found that workers and limos arrived late; so did the priest who was performing the wedding. In response to the couple's frustration, the Mexican workers remarked, "Ustedes tienen que ser flexibles," which in English means "You have to be flexible with time." This attitude regarding time is

cultural

A "we" feeling binding group members together.

group cohesiveness

The GLOBE Project dimension that focuses on how much unequal distribution of power should exist in organizations and society is _____.

power distance

Sofia, a restaurant manager, has been observing and analyzing the work process of each task because she would like to increase the productivity of employees in the restaurant. This is an example of ____ management.

scientific

Chenglei, an IT manager, has been studying the actions that his workers perform in an attempt to improve their productivity. Chenglei is utilizing

scientific management.

Employees preparing action plans represents the _____ step in management by objectives.

second

Planning

set goals & decide how to achieve them

Ethics are

standards of right and wrong that influence behavior

When building a new residential development or mall, a national real estate organization typically does not remove many trees, basing its decision on the belief that natural resources are limited and the company must not compromise the ability of future generations to meet its own needs. To which philosophy is the company adhering?

sustainability

When building a new residential development or mall, a national real estate organization typically does not remove many trees, basing its decision on the belief that natural resources are limited, and we need to not compromise the ability of future generations to meet their own needs. This management philosophy is known as

sustainability

System:

Set of interrelated parts that operate together to achieve a common purpose.

____ in a low-context culture.

Shared meanings are derived primarily from written and spoken words

______ in a low-context culture.

Shared meanings are derived primarily from written and spoken words

________ in a low-context culture.

Shared meanings are derived primarily from written and spoken words. (Think low "context clues")

Group formed by people whose overriding purpose is getting together for friendship or a common interest

informal group

Which of the following is an example of a mission statement?

"to offer the lowest prices on new hardcover books, anywhere in the world"

2 branches of quantitative management:

1. Management science 2. Operations management

Max Weber:

1. Believed bureaucracy was a rational, efficient, ideal organization based on principles of logic.

5 major trading blocs:

1. NAFTA 2. EU 3. APEC 4. Mercosur 5. CAFTA-DR

APEC (Asia-Pacific Economic Cooperation)

21 pacific rim countries

For social responsibility:

Being socially responsible gives businesses a favorable public image that can help head off government regulations. Also fix the problems that they create.

The question that individuals ask during the norming stage of group development is A. "What's next?" B. "What do the others expect me to do?" C. "What's my role here?" D. "How do I fit in here?" E. "How can I best perform my role?"

B. "What do the others expect me to do?"

In the leader-member exchange model, the relationship between leader and follower that is characterized by mutual trust, respect, and liking is known as a(n) ________ exchange. A. servant B. preferred coworker C. in-group D. special E. socialized

C. in-group

CHAPTER 5

CHAPTER 5

Because upper management must deal with problems that are ambiguous but that could have far-reaching consequences, _ skills are particularly important for top managers.

Conceptual

What type of business structure can be sued independent of its owners?

Corporation

The agreements of the World Trade Organization are based on

GATT

The agreements of the World Trade Organization are based on ____.

GATT

Companies that develop and sell smartphone apps would be wise to focus their efforts on _______, who were born from the mid-1990s to the mid-2000s.

Generation Z

According to the findings of the GLOBE project, which country would be considered most assertive?

Germany

Shane, a sales manager, remarked that typically, her employees sincerely and positively overstate their job performance and abilities. This is an example of the ____ effect.

Holier-than-thou

General environment (macroenvironment):

Includes 6 forces: 1. Economic 2. Technological 3. Sociocultural 4. Demographic 5. Political-legal 6. International

How would you describe Amazon's commitment to continuous evolution?

It is their strategy or strategic plan

Costco has started its operations in China through an e-commerce partnership with Alibaba. Which method of expanding internationally does this exhibit?

Joint ventures

According to free-market economist Friedman, what is the only social responsibility of a business?

Making profits

Mark Zuckerberg stated that Facebook's early idea was to "Move fast and break things." He set that as his strategy for the company. Was he using the concept of strategy correctly?

No, because a strategy sets a long-term goal and direction for an organization.

_______ is a trading bloc consisting of 28 trading partners in Europe

The European Union

As the owner of a small business, Sally would like to move the sale of her candles from storefronts to the Internet. Why is it possible for her to so easily make that move for the success of her business?

The Internet and the World Wide Web allow almost anyone to be global, with two important results: Small companies can get started more easily and can maneuver faster.

The McCloskeys developed an ultra-filtration process for a new milk drink. Based on the case and VRIO framework, which of the following is surely true?

The McCloskeys have at least a temporary competitive advantage.

Which of following statements regarding business start-ups and exits in the United States is false?

The number of start-up businesses has been shrinking steadily since the year 2000.

What do technical skills consist of?

The job-specific knowledge needed to perform well in a specialized field

Which of the following is a key benefit of studying theoretical perspectives on management?

They serve as a guide to action and a source of new ideas

Which of the following is a key benefit of studying theoretical perspectives on management?

They serve as a guide to action and a source of new ideas.

To gain a competitive edge this year, the upper management of a global IT company has decided to focus on customer service, employee training, and continuous quality improvement. This approach is known as

Total quality management (TQM)

The United States uses government regulations, such as tariffs, embargoes, and import quotas, to limit the import of goods and services and to protect U.S. industries against foreign competition. ______ is the use of these regulations.

Trade protection

What is the best definition of self-employment?

Working for yourself as the owner of a business rather than for an employer

Identify the three principal organizations designed to facilitate international trade.

World Trade Organization International Monetary Fund World Bank

Positive effect of global economy:

Worldwide economic growth will pick up, the world will be more interconnected meaning better and more affordable products and better communication btw nations

Soft skills

______ refer to the ability to motivate, to inspire trust, and to communicate with others.

A ________ is a legal structure that can sell rights of ownership in the form of stocks or shares.

corporation

Because upper management must deal with problems that are ambiguous but that could have far-reaching consequences, ________ skills are particularly important for top managers.

conceptual

process in which one party perceives that its interests are being opposed or negatively affected by another party

conflict

Dutch researcher Geert Hofstede identified four cultural dimensions by studying _____

data on IBM employees from dozens of countries

Management science stresses the use of rational, science-based techniques and mathematical models to improve

decision making and strategic planning

Simply Imagine wants to grow their company but is hindered by increasing labor costs and import quotas. Simply Imagine should consider becoming a(n)

franchiser

Nations are easily able to trade with one another when there aren't any political or economic obstructions hampering the process. This is known as _____.

free trade

Research suggests that when writing out a plan to achieve your biggest goals, it is important to

identify your options and track your progress.

The United States limits the amount of cheese purchased from other countries; this is a(n) ____ policy .

import quota

A person from Germany is from a(n) ____________ culture, because shared meanings are primarily derived from written and spoken words.

low-context

Greg, the marketing manager, is constantly seeking information about his competition while looking online or speaking to people. Greg is playing the _ role.

monitor

The purpose of management by objectives (MBO) is to ______ subordinates.

motivate

Ethical dilemma:

situation in which you have to decide whether to pursue a course of action that may benefit you or your organization but that is unethical or even illegal.

A company's triple bottom line measures which aspects of its performance?

social, financial, and environmental

What type of planning is completed by middle managers?

tactical planning

Insider trading:

the illegal trading of a company's stock by people using confidential company information.

The classical management viewpoint emphasized ____.

ways to manage work more efficiently

The classical management viewpoint emphasized

ways to manage work more efficiently.

Expropriation

when a domestic government seizes a foreign company's assets without any reimbursement

To increase profitability, top management of a national retailer needs to decide if it will close several stores. Management knows that by closing the locations, it will save the company millions of dollars and benefit many stockholder groups and individuals, compared to keeping those stores open and benefiting fewer people. This logic is an example of the ___ approach.

utilitarian

To increase profitability, top management of a national retailer needs to decide if it will close several stores. Management knows that by closing the locations, it will save the company millions of dollars and benefit many stockholder groups and individuals. The benefits of closing the stores outweigh the benefits of keeping them open. Keeping the stores open would be advantageous for many fewer people than closing the stores. This logic is an example of the ___ approach to deciding ethical dilemmas.

utilitarian

Which of the following personal barriers to communication is the U.S. manager likely being affected by?

variations in trustworthiness

You have just taken a job as an entry-level manager for a company that provides house-cleaning services. The company has a large national presence, with offices in 40 US states. You know you are starting at the bottom of the management ladder, but you hope to grow and rise through the ranks to become a senior manager. What is your likely salary range when you first take the job?

$35,000 - $60,000

You have just taken a job as an entry-level manager for a company that provides rug-cleaning services. The company has a large national presence, with offices in 40 U.S. states. You know you are starting at the bottom of the management ladder, but you hope to grow and rise through the ranks to become a senior manager. What is your likely salary range when you first take the job?

$35,000-$60,000

Theory Y

* Optimistic/positive view of workers. * workers considered capable of accepting responsibility, self-direction, self-control, & being creative

First-line Managers

* make short-term operating decisions * direct daily tasks of employees

Level 2- Conventional (Kohlberg's level of personal moral development)

1. Follows expectations of others: people at this level are conformist bot not slavish, generally adhering to the expectations of others in their lives. 2. Level 2 managers lead by encouragement and cooperation and are more group and team oriented. Most manager are on this level.

3 viewpoints of historical perspective:

1. Classical 2. Behavioral 3. Quantitative

Skills Exceptional Managers Need

1. Technical skills 2. Conceptual skills 3. Human skills (soft skills)

There are many positive effects to globalization, but which of the following would be a negative effect?

??????

Rosario, a department manager, has been dealing with two workers in her department who do NOT get along. Due to family problems for both employees, today they had a loud argument in the break room. Rosario is meeting with both to resolve the issues. Which managerial role is Rosario playing? A) disturbance handler B) resource allocator C) negotiator D) monitor E) spokesperson

A

When the manager of a local bakery sets goals and then develops a blueprint for how to achieve them, she is A) planning. B) staffing. C) delegating. D) organizing. E) monitoring.

A

___________ is the discipline concerned with creating computer systems that simulate human reasoning and sensation.

Artificial intelligence

The extent to which a society expects people to be confrontational and competitive as opposed to tender and modest

Assertiveness

According to Rosabeth Moss Kantor of the Harvard Business School, the events that set up conditions for the global economy in the 1980s were when the ____.

Berlin Wall came down, Asian countries opened their economies to foreign investors, and there was a worldwide trend of governments deregulating their economies

Which of the following is not a personal barrier to communication? A. a large ego B. lack of credibility C. obsolete technology D. a small vocabulary E. mindlessness

C. obsolete technology

Marie and Marti are partners who solely own M and M Florist. As owners, they can

Claim the organization as their legal property

The World Trade Organization:

Designed to monitor and enforce trade agreements which are based on the General Agreement on Tariffs and Trade (GATT)

Which of the following is NOT true about the concept of traveling for business?

Exported services include travel, transportation, and computer services, valued at just over $500 billion.

To focus on improving company customer service this year, the CEO of a home goods manufacturing company outlined a list of stakeholders to concentrate on: distributors, local communities, and special-interest groups. These three groups are

External stakeholders

To focus on improving company customer service this year, the CEO of a pet food manufacturer outlined a list of stakeholders to concentrate on: distributors, local communities, and the mass media. These three groups are

External stakeholders

Managers and subordinates meeting to appraise performance, discuss results, and allocate rewards is the _____ step in management by objectives.

FOURTH

After customers buy a computer or receive service from Top Computers and Service, a service representative contacts each customer to conduct a survey. The survey information is a form of output.

False **Feedback is information about the reaction of the environment to the outputs, which affects the inputs.

The management functions are sometimes called the six management parts. True or False?

False **The four management functions are planning, organizing, leading, and controlling. They are also called the management process.

Theory Y managers are pessimistic and have a negative view of employees. This type of manager believes that workers are irresponsible, lack ambition, and hate work.

False **Theory X represents a pessimistic, negative view of workers. In this view, workers are considered to be irresponsible, to be resistant to change, to lack ambition, to hate work, and to want to be led rather than to lead.

A closed-ended system continually interacts with its environment, so it receives feedback from the outside environment. True

False ***An open system continually interacts with its environment, so it receives feedback from the outside environment. A closed system has little interaction with its environment; that is, it receives very little feedback from the outside.

At ABC Manufacturing, employees work together to achieve the company goals and purposes. ABC Manufacturing is a(n)

Organization

Outside directors are supposed to be elected yet many are handpicked by the CEO, creating the directors' lack of

Independence from the CEO

At XYZ Manufacturing, employees work together to achieve the company goals and purposes. XYZ Manufacturing is a(n):

Organization

The owners of a local restaurant routinely try to develop new menu items and seek better ways of helping their customers. ______ is the result of their efforts.

Innovation

Donna, a chef in a fine restaurant, utilizes top-of-the-line equipment as she prepares meals for customers. Donna and her equipment are a(n) ______ in the restaurant's system.

Input

The people inside of an organization who have an important stake in how it performs are the organization's _____ stakeholders.

Internal

Laurence Kohlberg's 3 levels of personal moral development:

Level 1: Preconventional Level 2: Conventional Level 3: Postconventional

First woman to be major contributor to management science:

Lillian Gilbreth

5. Liam notices that some colleagues from specific countries tend to run behind schedule. At first, he thinks they are being disrespectful of others' time. But he pays close attention and discerns these workers tend to be late for meetings when they are still engaged in deep conversation with individuals in their previous meetings. Rather than focus on time, he realizes they are driven by their relational interactions.

Listen and observe

7 Challenges faced by Managers

Managing for: 1. Competitive advantage 2. Information technology 3. Diversity 4. Globalization 5. Ethical standards 6. Sustainability 7. Happiness & Meaningfulness

Subsystems:

Parts making up the whole system

The management of a facility that manufactures parts for car brakes has a policy of testing only some of the items in each production run to locate errors, with the ultimate goal of minimizing errors by managing each stage of production. This process is an example of the ______ technique.

Quality control

Operations Research techniques have evolved into:

Quantitative Management

Thomas, the fire chief, told his employees to "Think big and endeavor to be more detailed and caring while at work and in setting goals. Therefore, when you give me your goals, I want them to be specific, measurable, attainable, results-oriented, and have target dates." Thomas was asking for his workers' _____.

SMART goals

Classical viewpoint

Scientific management Administrative management

George, who owns a small grocery store, has a reputation in the community as a tough manager. Many customers have heard George yell at his employees because he feels that workers today are lazy, lack ambition, and hate to work. George is a(n) ____ manager.

Theory X

Luka, who owns a small breakfast and salad bar, has a reputation in the community as a tough manager. Many customers have heard Luka yell at his employees because he feels that workers today are lazy, lack ambition, and hate to work. Luka is a(n) ____ manager.

Theory X

Ann is the owner of a family-owned grocery store. The culture and belief of Ann and the previous owners, her grandfather and father, is to hire good people you believe in and then trust them with responsibility so that they grow into valuable employees. Ann and the previous owners are an example of ___ managers.

Theory Y

Just before introduction of a new revolutionary laptop, the Top205 by Top Computers, Greg, the CEO of Top, was informed that a problem with a part inside the Top205 may cause reliability issues. Greg knows that correcting the problem will delay the introduction of the product, and be expensive due to possible order cancelations and added advertising costs. But he also knows that allowing the new flawed computer into the market will affect Top Computers' reputation. Greg's decision whether to delay the introduction of the Top205 or proceed as planned is an example of an ethical dilemma.

True

Pleasant Resort, a successful 100-year-old hotel and resort, entered into a co-marketing arrangement with A-Plus Hotels, a five-star hotel chain. Both companies benefit from the new relationship. Pleasant is now able to market its facility and services through A-Plus's marketing team, and A-Plus Hotels now offers access to an upscale resort that it can recommend to its customers who are looking for a resort experience. A-Plus Hotels and Pleasant Resort can be considered strategic allies.

True

Need for trust:

Trust comes from delivering every day on what you promised- as a manager, an employee, and a company. It involves constant teamwork, communication, and collaboration" - Robert Hurley

When forced to select between a US-produced product and a less expensive imported product, _____ of Americans say they would choose the cheaper option.`

Two-thirds

The cultural dimension that represents the degree to which people are expected to be confrontational and competitive is called

assertiveness

A company is licensing its products when it

allows a foreign company to pay it a fee to make or distribute the first company's product or service.

Mr. Jones, the department manager, told his employees that he wanted them to write down their work goals for the year. To help his workers achieve their stated goals, the next thing that he should ask for are each worker's ____.

action plan

A learning organization: (select all that apply)

actively creates, acquires, and transfers knowledge within itself.is able to modify its behavior to reflect new knowledge

During her interview, Sicily told the recruiter that she had worked overseas for the past six years where she had to learn a new language, understand the social rules of the country she was living in and adjust to cramped living quarters. This recruiter would see these conditions as a demonstration of Sicily's _____.

adaptability

Jane, a successful store manager, leads her employees by encouraging them and showing that she genuinely believes in them, and she encourages group and team efforts. Jane manages at Kohlberg's _____ level of personal moral development.

conventional

Pablo, a construction manager with employees working in Puerto Rico, is having a hard time with employee turnover. While speaking with his human resources manager, Avery, he says he does not understand why the workers come to work late, take longer lunches, and yet still punch out at five o'clock. He feels they should want to work to get the country back on its feet and do what it takes to get the job done. Based on this example, Pablo is most likely a(n) ________ manager.

ethocentric

When faced with a business problem, Lauren, a young shoe store owner, discusses business problems with Kurt, the assistant manager and an employee for over 30 years. Lauren believes Kurt "has seen it all" and knows there are few really new ideas; plus the business has done many simple things, such as offering friendly service, to create and maintain a competitive edge. Lauren's management style is best described as

evidence based

Lisette is a Canadian manager working in a foreign country on assignment for her company. Lisette is therefore a(n) ______.

expatriate

In 2007, Joe Gebbia and Brian Chesky realized they could not afford the rent on their pricey San Francisco apartment, so they decided to put an air mattress in their living room and offer people an alternative to an expensive hotel room. This is the story of how Airbnb got started. In other words, Airbnb began when Gebbia and Chesky ________; the company grew because it ________.

identified a problem or frustration; identified an opportunity or need

5. A limit on the numbers of a product that can be imported

import quotas

East-West Traders, based in Los Angeles, buys home accessories from Italy and then resells them domestically. What process is this company using to obtain goods?

importing

When a company obtains goods from outside the country, to be resold in domestic markets, it is using _____.

importing

If Costco plans on continued success in Japan, whose citizens tend to take pride in being members of their family, circle of close friends, and their work organization, the warehouse club should focus on the _______________ cultural dimension.

in-group collectivism

Consider the following situation: Local livestock farmers could allow the runoff of manure nutrients into a stream that feeds a local lake because polluting the stream helps farmers in the short term. However, farmers will act ethically in the short run to avoid harming others in the long run because doing so is also in the farmer's best long-term interests. This type of thinking reflects the _____ approach to deciding ethical dilemmas.

individual***

A company that has operations in several countries is called a(n) ______.

multinational corporation

Tops Burger, a _____________ based in Amarillo, Texas, has restaurants in 25 countries

multinational corporation

The extent to which society encourages and rewards its members for performance improvement and excellence

performance orientation

The act of contributing money in order to benefit society is referred to as _______.

philanthropy

During her lunch break one afternoon, Alison set a goal of completing all required trainings in the next 90 days by taking two trainings a week. What is she doing?

planning

The _______ process helps us to cope with uncertainty by formulating future courses of action designed to help achieve specified results.

planning

What are the four principal functions of management?

planning, organizing, leading, and controlling

to better meet corporate goals this year, Donna, a CEO, is encouraging her managers to focus on the major functions of management, which are

planning, organizing, leading, and controlling

To better meet corporate goals this year, Yumiko, a CEO, is encouraging her managers to focus on the major functions of management, which are

planning, organizing, leading, and controlling.

What are the four principal functions of management?

planning, organizing, leading, controlling

You can use the continuous feedback loop known as the _____ cycle to ensure you're headed in the right direction once you've made plans.

planning/control

Alonzo, the president of his high school's senior class and honor society, has been very busy and did not study for an important history test. Although Alonzo is very confident, he realizes that he probably will not do well on the test. He has talked himself into cheating because he believes that cheating will help him maintain his strong GPA, which he will need to be accepted by a good college. He tells his friend, "I don't usually cheat, but I really have to do it." His friend talks him out of it. Kohlberg would say that his friend is in which stage or moral development?

preconventional

We Deliver trains its truck loaders how to set the packages in the delivery vehicles, so that when delivery drivers are pulling packages off their trucks, they are organized in a specific order and with the label facing forward to reduce errors and save time. A(n) _______ is being implemented when directing that the trucks be loaded in this specific manner.

procedure

Uber's expansion on the innovation front depends on its self-driving cars plan. The implementation of this plan would be the responsibility of which of the following managers?

product-line

To help maintain a competitive advantage, the emphasis for most companies is on _____.

production efficiency

A(n) ________ provides a guide for a company's long-term goals.

strategic

Technology Experts is a U.S. company that specializes in IT research. It has formed a joint venture with Processor Inc., a Canadian organization that has a reputation for producing quality PCs. The two companies will work together to market laptops in China, sharing the risks and rewards of starting the new enterprise together. Technology Experts and Processor Inc. are partners in a(n)

strategic alliance

Technology Experts is a U.S. company that specializes in IT research. It has formed a joint venture with Processor Inc., a Canadian organization that has a reputation of producing quality PCs, to market laptops in China, sharing the risks and rewards of starting the new enterprise together. This is an example of a(n) ___.

strategic alliance

Which sequence of goals is consistent with "cascading" goals that begin at the top of the organization?

strategic goals > divisional goals > department goals > individual goals

Dave and his wife are expecting their first child this week, but Dave had to attend a very important meeting in Mexico City. While in Mexico, Dave was able to check his phone for text messages every hour, and as soon as his wife went into labor, he was able to return home in less than six hours. This "shrinking" of time and space with air travel and electronic media is known as ____.

the global village

Last week Gary, CEO of Quality Furniture in North Carolina, traveled to Europe to visit customers. While overseas, Gary checked his e-mail daily and showed his company's website to customers, explaining how the website will help them place orders and receive merchandise more quickly. After visiting the last customer Friday morning, Gary was able to return to the corporate office in North Carolina to meet with his board of directors that night. ________ is the "shrinking" of time and space with air travel and the electronic media.

the global village

According to the watchdog group Public Citizen, NAFTA is responsible for ____.

the loss of 845,000 U.S. jobs

The fourth and final step in management by objectives involves _____.

the manager making a performance appraisal and rewarding the employee according to the results

Efficiency

the means of attaining the organization's goals. To be efficient means to use resources such as people, money, and raw materials wisely and cost-effectively.

Corporate social responsibility:

the notion that corporations are expected to go above and beyond following the law and making a profit

Outsourcing is

using suppliers outside the company to provide goods and services.

Values:

the relatively permanent and deeply held underlying beliefs and attitudes that help determine a person's behavior.

A nation's culture is ________.

the shared set of beliefs, values, knowledge, and patterns of behavior common to its people

A nation's culture is

the shared set of beliefs, values, knowledge, and patterns of behavior common to its people.

Ethics:

the standards of right and wrong that influence behavior.

Polychronic

time is a preference for doing more than one thing at a time. Time is viewed as being flexible and multidimensional. This outlook prevails in Mediterranean, Latin American, and Arab cultures.

As you prepare to work in a global economy, what will help you to more effectively communicate with and influence others?

time orientation

Efficiency

to use resources (people, money, raw materials) wisely & cost-effectively

An employee organization that represents hourly workers as opposed to salaried employees is called a(n) ______.

union

Felix pays a lot of attention to the environment outside his company, staying alert for long-run opportunities and problems and devising strategies for dealing with them. Felix is a(n)

upper-level manager

The behavioral science approach relies on scientific research for developing theories about human behavior that can be

used to provide practical tools for managers.

XYZ Corporation builds a manufacturing plant in Mexico, employs Mexican citizens and receives favorable tax treatment by the Mexican government. XYZ is:

using a maquiladora

Ponzi scheme:

using cash from newer investors to pay off older ones.

Outsourcing is

using suppliers outside the company to provide goods and services

Theory Y

1. Optimistic, positive view of workers. 2.Capable of accepting responsibility, self-direction, and self-control and of being imaginative creative.

2 Overarching Perspectives

1. The Historical Perspective (1911-1950s) 2. The Contemporary Perspective (1960s- Present)

3 organizations promoting international trade:

1. The World Trade Organization 2. The World Bank 3. The International Monetary Fund

Theory X

* Pessimistic/negative view of workers * workers are irresponsible, resistant to change, lack ambition, hate work, & want to be led

Human Relations Movement

* Proposed that better human relations could increase worker productivity * Pioneered by Abraham Maslow & Douglas McGregor

Operational planning must be completed by first-line managers every ____, and tactical planning is done by middle management every

1 to 52 weeks; 6 to 24 months.

therblig:

1. 1 of 17 basic motions. 2. By identifying the therbligs, you can eliminate motions while simultaneously reducing fatigue. 3. Frank and Llian Gilbreth

EU ( The European Union):

1. 28 trading partners in Europe. All internal trade barriers have been eliminated, making the EU a union of borderless neighbors and the worlds largest free mkt 2. Exchange Rate: the rate at which the currency of one area or country can be exchanged for the currency of another's

What are three things that should be included in a firm's business model? (Select all that apply.)

1. A description of the industry the firm is entering 2. The firm's expected revenues and expenses 3. How the firm will market to customers

Mintzberg's findings about a manager's routine:

1. A manager relies more on verbal than written communication 2. A manager works long hours at an intense pace 3. A manager's work is characterized by fragmentation, brevity, & variety

2 Contributors to the Human Relations Movement:

1. Abraham Maslow 2. Douglas McGregor

5 reasons why companies expand internationally:

1. Availability of supplies 2. New Markets 3. Lower labor costs 4. Access to finance capital 5. Avoidance of tariffs and import quotas

Why companies expand internationally

1. Availability of supplies 2. New markets 3. Lower labor costs 4. Access to finance capital 5. Avoidance of tariffs & import quotas

Administrative management:

1. Concerned with managing the total organization 2. Henri Fayol and Max Weber

4 ways organizations may promote ethics:

1. Creating a strong ethical climate 2. Screening prospective employees 3. Instituting ethics codes and training programs 4. Rewarding ethical behavior: protecting whistle blowers

3 parts of a learning organization:

1. Creating and acquiring knowledge (new ideas and info) 2. Transferring knowledge (reduce barriers to sharing info and ideas among employees) 3. Modifying behavior (use knowledge to change behavior to help further the organizations goals)

11 task environment groups:

1. Customers 2. Competitors 3. Suppliers 4. Distributors 5. Strategic allies 6. Employee organizations: Unions and Associations 7. Local communities 8. Financial institutions 9. Government regulators 10. Special-interest groups 11. Mass media

In-group collectivism:

1. how much pride and loyalty should people have for their family or organization? 2. In-group collectivism: expresses the extent to which people should take pride in being members of their family, circle of close friends, and their work organization.

Sanjay is the top executive at a hospital. He is known for being the first person at work in the mornings and the last to leave. Some even say that he seems to live there. He is always accessible by phone, even when on vacation. Last year, he worked meetings to be standing meetings that lasted only 15 minutes. Using Mintzberg's findings, how would you characterize Sanjay?

A manager who's work is characterized by fragmentation, brevity, and variety

Bob, the owner of Orthopedic Supply, just discovered that his trusted friend Ruth, his accountant for over 30 years, has been mishandling the company books and stealing from the company bank account. Bob must decide whether to ignore his friend's actions and avoid bad publicity for Orthopedic Supply, or to have Ruth arrested for embezzlement. Bob is facing

An ethical dilemma

Which of these events are credited with setting up the conditions by which the global economy - goods, people, and money moving freely throughout the world - could flourish.

Asian countries opening their economies to foreign investors. The worldwide trend of governments deregulating their economies. The fall of the Berlin Wall.

Goals that are challenging but are realistic and achievable within the scope of the resources available to a company satisfy which aspect of SMART goal criteria?

Attainable

According to management scholar Henry Mintzberg, which three roles do managers play? A) interdependent, monitor, analytical B) interpersonal, informational, decisional C) interpersonal, analytical, monitor D) professional, leader, informational E) interpersonal, analytical, professional

B

Francois pays a lot of attention to the environment outside his company, staying alert for long-run opportunities and problems and devising strategies for dealing with them. Francois is a(n) A) team leader. B) upper-level manager. C) monitoring manager. D) first-line manager. E) board manager.

B

Gray, a supervisor, is known by her managers to be sharp in her decisions and has a good track record of meeting her goals; Gray is a(n) ________ manager. A) detail B) effective C) macro D) diverse E) efficient

B

Groups that make it through storming generally do so because A. someone wins the political battle and dominates the group. B. a respected member other than the leader challenges the group to resolve power struggles. C. the focus generally is on social loafing. D. the work gets done. E. they develop groupthink.

B. a respected member other than the leader challenges the group to resolve power struggles.

During the forming stage of a group or team, the leader should A. empower team members. B. allow people to socialize and become acquainted. C. encourage disagreement. D. establish permanent control. E. work through team conflicts.

B. allow people to socialize and become acquainted.

The general manager of a clothing store recently gave a motivational PowerPoint presentation to his employees on the value of being courteous to each customer. The manager's behavior is an example of A) upkeep. B) planning. C) leading. D) situational control. E) delegating.

C

A(n) ______ form of media allows receivers to observe multiple cues, such as body language and tone of voice, and allows senders to get feedback. Face-to-face communication is an example of this form of media. A. informal B. encoded C. rich D. dense E. formal

C. rich

Depak's team was not making much progress on defining a new production process. Nicole was being very uncooperative. She did not agree with Depak's direction, and she has not completed her tasks. This team is in what stage of group development? A. adjourning B. forming C. storming D. norming E. performing

C. storming

Jimmy's supervisor noticed that he was struggling with the computerized setup for production runs at his new job. The supervisor observed him while he tried it again and gave suggestions for improvement. The supervisor is doing which step of the control process? A. controlling productivity B. comparing performance to standards C. taking corrective action D. measuring performance E. establishing standards

C. taking corrective action

Sal, a production manager, knows that some of his employees are upset with a new corporate policy that eliminates a tuition reimbursement program. As a result, some of these employees are participating in soldiering. To eliminate soldiering, Sal should

Carefully select workers according to their abilities and give workers training

The _______ approach to management focuses on scientific methods, time and motion studies, and job specialization with the goal of increasing productivity.

Classical

Rebecca and Donna, owners of Fine Coffee and Pastry Shop, are concerned because Panera Bread is opening a new store just one mile from their shop. Rebecca and Donna know that Panera will be offering similar products; therefore, Panera Bread will be a ____ to Rebecca and Donna.

Competitor

Because upper management must deal with problems that are ambiguous but that could have far-reaching consequences, ____ skills are particularly important for top managers.

Conceptual

When Randy, a general manager of a national retailer, moved to a different store in his company that was having difficulty, he knew that sales were low and after talking to his employees, he found morale was also low. At first Randy thought attitudes were poor due to low sales, but after working closely with employees, he realized that the poor attitudes were actually the cause of poor sales. Randy was able to discover the cause of the problem by utilizing ______ skills.

Conceptual

According to the ____ viewpoint, a management problem should be handled according to the individual and the environmental situation.

Contingency

The district manager of a national fast-food restaurant watches the sales reports for each restaurant daily to compare actual sales with projected sales goals, and then takes corrective action if needed. In which part of the management process is she participating?

Controlling

Paloma is looking for a new business idea. What would be the best place for her to start?

Create an inventory of her skills and interests.

Which of these represent measurable goals? (select all that apply)

Customer service agents should improve customer relations by making 10 follow-up calls each week. No more than 50% of cars should be sold below MSRP.

Cheyanne, the regional manager of a global sales organization, gives freedom to the sales representatives on the amount spent on gifts for prospective Asian and European customers. Cheyanne is managing for A) global standards. B) global diversity. C) dilemma resolution. D) ethical standards. E) international politics.

D

Petra, a plant manager, received an e-mail from the CEO stating that the company will now be focusing on customer service. The e-mail also stated that all plant managers need to implement this policy and coordinate the activities related to this strategy for their lowest-level managers. Petra is a A) top manager. B) board member. C) first-line manager. D) middle manager. E) team leader.

D

To maintain a competitive advantage, the top management of a national furniture store made the decision to increase employee training, add rewards that motivate employees, and look at improving procedures related to disciplining workers. These decisions are made by managers who play a ________ role. A) negotiator B) liaison C) figurehead D) leadership E) spokesperson

D

A manager needs to inform employees that the quarterly project management training will start on May 1, about two months from now. Generally, which of the following should the manager use in this situation? A. personal note B. videoconference C. telephone D. e-mail E. face-to-face meeting

D. e-mail

Which of the following is not a perspective of the balanced scorecard? A. innovation and learning B. internal business C. financial D. external processes E. customer

D. external processes

When a food distributor considers changing the products it markets in the southern states because of an increasing percentage of customers from Central and South America, it is examining the ____ forces at work in the southern United States.

Demographic

Marquez, the hotel manager, knows that the number of guests at his hotel has significantly decreased. Therefore, corporate has made it clear that the amount each department can spend on certain items will need to be cut for the year. Marquez needs to work with the hotel department managers on how to cut costs, as a part of his role as A) entrepreneur. B) monitor. C) disturbance handler. D) disseminator. E) resource allocator.

E

The vice president of human resources for national electronics retailer is meeting with employees of several stores to present information to workers that their stores are closing and how the company will help employees in the future. Here, the vice president of HR is playing a(n) _____ role.

Disseminator

Rebecca, a department manager, has been dealing with two workers in her department who do not get along. Due to family problems for both employees, today they had a loud argument in the break room. Rebecca is meeting with both to resolve the issues. Which managerial role is Rebecca playing?

Disturbance handler

Heather reports to the front desk manager. Heather is responsible for directing the team activities of four cashiers who are responsible for developing a plan to improve customer service. Heather does NOT have authority over other team members, but she provides guidance, instruction, and direction to them. Heather is a(n) A) advisory manager. B) director of the board. C) top-level manager. D) lower-level manager. E) nonmanagerial employee.

E

Omega Manufacturing employs some of the top professionals in its field, and because of their skills and experience, Omega is highly efficient and outperforms its competitors. Omega Manufacturing has a(n) ________ over its competition. A) effectiveness advantage B) quality mark C) leadership dimension D) synergy E) competitive advantage

E

Timothy, a restaurant general manager, carefully watches his costs by reusing some items that in the past were immediately thrown away. Timothy is an example of a(n) _____ manager.

Efficient

Management is defined as the pursuit of organizational goals:

Efficiently and effectively

What are two types of outputs according to the systems viewpoint? Check all that apply.

Employee satisfaction Finished Products

Hawthorne Effect

Employees work harder if they receive added attention, feel that managers care about their welfare, & that supervisors pay special attention to them

George thought there was an opportunity and opened a new deli in Irmo. He is a(n)

Entrepreneur

One of the reasons Ace Distributors, a local manufacturing company, is considered a good place to work is that the managers encourage and reward their employees for developing new products and ways of improving existing products and services. In this example, Ace Distributors' managers are carrying out the ______ role.

Entrepreneur

Renata is using the systems perspective to analyze her company. Which of these should be included in her analysis?

Equipment

When faced with a business problem, Sally, a young grocery store owner, discusses business problems with Don, the assistant manager and an employee for over 30 years. Sally believes Don "has seen it all" and knows there are few really new ideas; plus the business has done many simple things, such as offering friendly service, to create and maintain a competitive edge. Sally's management style is best described as

Evidenced-based

At times, to be efficient in management means NOT using resources in the most cost-effective way.

FALSE

Mintzberg concluded that managers play three broad types of roles: interpersonal, analytical, and critical.

FALSE

Max Weber believed that a company that is a bureaucracy never achieves a competitive advantage because it is inefficient and is plagued with management problems.

False

Susan, a teacher, is interested in helping children in other countries learn how to read. She has formed an international nonprofit organization, Read to the World, whose employees travel to Africa to donate books and work in schools as tutors. Read to the World is an example of a multinational corporation.

False

T or F? The idea that two or more forces combined create an effect that is greater than the sum of their individual effects is called syncretism.

False

The American research committee that promoted one world government and one world economy was known as the GLOBE project.

False

The human relations movement was based on increasing sales by utilizing improved marketing and customer service techniques with customers.

False

Theory Y managers are pessimistic and have a negative view of employees. This type of manager believes that workers are irresponsible, lack ambition, and hate work.

False

There are two levels of management in an organization: top and first-line.

False

True or False: The United States was the world's largest economy in 2014.

False

True or false: Currently, the United States exports more than it imports.

False

True or false: Ethical standards do not vary among countries or cultures.

False

_______ was the father of scientific management.

Fredrick Taylor

Patsy, a registered nurse, has decided to start a home healthcare service to assist with the medical, meal preparation, and light housecleaning needs of older adults. To grow her business, Patsy is focusing her marketing efforts on the older adult population; in these efforts, she is involved with the _____ environment.

General

Penelope, a registered nurse, has decided to start a home healthcare service to assist with the medical, meal preparation, and light housecleaning needs of older adults. To grow her business, Penelope is focusing her marketing efforts on the older adult population; in these efforts, she is involved with the _____ environment.

General

3. Accept that there are differences and similarities between home and foreign personnel and practices and that they should use whatever techniques are most effective.

Geocentric Managers

According to proponents of the Hawthorne effect,

Giving more attention to employees increases worker productivity, if they think managers care about them.

Reasons for global outsourcing, or offshoring, include that the foreign supplier

Has resources not available in the U.S.Has labor that is cheaper than American labor, Has special expertise

Jeanine, the operations manager of an auto dealership, has been redesigning operations. She feels there are many places where the dealership can cut costs to save money. One of these is all the "perks" for customers like free coffee, freshly popped popcorn, and a children's play area. Assume you are the general manager of the dealership (Jeanine's boss) and an advocate of the planning/control cycle, what would you do?

Have Jeanine make the change, compare sales and expenses after a period of time, and see if corrective action is necessary.

Who is known as the "father of industrial psychology" because of his revolutionary ideas on studying human behavior in workplaces?

Hugo Munsterberg

Donna, the office manager, spends a large part of her day working closely with those whom she supervises to successfully accomplished the many tasks she is responsible for. She also works well with other departments to get things done. Which type of managerial skills is Donna exhibiting?

Human

When Laura, an American student, studied in Argentina one summer, she was startled by how closely people stood together and how often they touched one another during casual conversation. What basic culture dimension is Laura noticing?

Interpersonal space

Jasmine, a chef in a fine restaurant, utilizes top-of-the-line equipment as she prepares meals for customers. Jasmine and her equipment are a(n) ______ in the restaurant's system.

Input

The systems viewpoint sees organizations as entities made up of four interrelated parts known as

Inputs, outputs, transformation process, and feedback

Need for independent directors:

Inside directors may be member of the firm. Outside director are supposed to be elected outside of the firm. But in some instances they are picked by the CEO b/c they are friends/have a biz relationship with the firm/ supposedly "know the industry"

Charles, the president of an IT company, is friends with Levi, the CEO of Cyber Industries, a company that develops and manufactures computer hardware. Levi tells Charles that Cyber Industries is about to announce the creation of a revolutionary new computer processor that will quadruple processing capacity and cause Cyber Industries' sales and profits to skyrocket. Charles then purchases a large number of shares of Cyber Industries company stock before the news of the new computer processor is made public. In which illegal activity has Charles engaged?

Insider trading

Greg, the president of an IT company, is friends with Jack, the CEO of HyperTech, a company that develops and manufactures computer hardware. Jack tells Greg that HyperTech is about to announce the creation of a revolutionary new computer processor that will quadruple processing capacity and cause HyperTech's sales and profits to skyrocket. Greg then purchases a large number of shares of HyperTech company stock before the news of the new computer processor is made public. In which illegal activity has Greg engaged?

Insider trading

Which cultural dimension identified by the GLOBE Project reflects the extent to which individuals are rewarded for loyalty to the group, rather than pursuing individual goals?

Institutional collectivism

What are two ways the Internet and World Wide Web give a small business the ability to go global?

It is easier to get started because products can be sold online. A small business can adjust to changes in the business environment quicker.

What is the primary reason why coffee shops are flocking to China?

It's a new market.

What are two examples of economic forces within a company's general environment?

Jonah is deciding if he should add two hours to his time sheet for travel to a client meeting because his company does not reimburse for travel time.

To maintain a competitive advantage, the top management of a national furniture store made the decision to increase employee training, add rewards that motivate employees, and look at improving procedures related to disciplining workers. These decisions are made by managers who play a ____ role.

Leadership

Raylene, the CEO of a Fortune 500 company, met with business leaders from the local community. Afterwards, she spent time informally answering their questions about the company. In answering these questions, which managerial role was Raylene playing?

Leadership figurehead

You work as an advisor at the Small Business Administration. Sally Sheridan has come to you seeking your advice. She is an aesthetician who is just thinking about starting her own business. She wants to own a beauty-services salon that provides manicures, pedicures, massages, hair styling, make-up, and other services. What is the best piece of advice you can give her?

Learn the importance of budgeting and understand how to read a balance sheet and income statement.

Bradley, an executive chef in a large hotel, recently attended a training conference sponsored by several top professionals in his field, where he learned numerous ways his restaurant and hotel can better serve customers. Bradley is excited that management asked him to present this information to the hotel staff so that the restaurant and hotel can make needed improvements. Bradley's hotel is a(n) _____ organization.

Learning

Kiddie Village is a successful daycare center. It focuses on actively developing, finding, and communicating new knowledge to its employees so that workers can modify their behavior to reflect this new knowledge. Kiddie Village is an example of a(n) _______ organization.

Learning

2. Jayma plans to travel to Indonesia, a predominantly Muslim country, on business. She tries to notice the behaviors of her Muslim friends toward one another and sees that men greet men warmly and affectionately, and women greet women in the same fashion, but neither touches or hugs members of the opposite sex. She assumes this is because Muslim men do not respect women. She fails to realize that abstaining from physical contact with members of the opposite sex is one of the ways Muslims show respect for their spouses.

Listen and observe

___ is the process for motivating employee performance in which the manager and employee jointly set objectives for the employee, the manager develops action plans, the manager and employee periodically review the employee's performance, and the manager makes a performance appraisal and rewards the employee according to the results achieved.

MBO

What is the first step in management by objectives?

Managers and employees jointly set objectives for the employee.

Hiro, the manager of a convenience store, is interested in implementing the principles of administrative management, which involves:

Managing the total organization

_______ are Mexican manufacturing plants with low labor costs that give special privileges to their American owners in return for employing Mexican citizens.

Maquiladoras

What are among the main components of a business plan?

Market analysis Executive summary Sales strategies Financial projections

_ suggested that organizations should be operated as "Communities," with managers and subordinates working together in harmony. For example, in a publishing company run as community, editors, editorial assistants, and publishers would work together to determine which books should be published.

Mary Parker Follett

_______ suggested that organizations should be operated as "communities," with managers and subordinates working together in harmony. For example, in a publishing company run as a community, editors, editorial assistants, and publishers would work together to determine which books should be published

Mary Parker Follett

You are a senior manager at a large consumer goods company. The company president has noticed that recent college graduates and junior-level employees tend to gravitate toward you. They come to you for advice and ask for your opinion on important matters, even though you are not their direct supervisor. The president realizes that you are acting as a(n) _____ to junior employees.

Mentor

Which generation seems more concerned with finding work/life balance than other generations?

Millennials

Which is better: mindfulness or multitasking?

Mindfulness is better because you are focusing on one thing until it is completed.

Greg, the marketing manager, is constantly seeking information about his competition while looking online or speaking to people. Greg is playing the ____ role.

Monitor

The purpose of the World Trade Organization is to:

Monitor and enforce trade agreements.

______ time is a preference for doing one thing at a time.

Monochronic

With recent reports of identity theft, Mr. Jones, the CEO of a construction company, is concerned about his employees' privacy, and because of recent accidents on the job, he is also worried about the safety of his workers. Mr. Jones's concerns with privacy and health and safety are key elements in the _____ approach to deciding ethical dilemmas.

Moral Rights

Which of the following is NOT considered a sociocultural force?

Multigenerational households on the rise

Josh, a college student, has become very interested in helping his community, so he is volunteering in a neighborhood improvement organization. This type of organization is an example of a(n) ______ organization.

Mutual Benefit

Which of the following trading blocs would most directly assist Uber and other American organizations who wish to do business in Mexico?

NAFTA

Tutors for students (TFI) is an organization with purpose of offering free tutoring to earn any money through its operations. Therefore, TFI is an example of a _____ organization.

Nonprofit

NAFTA

North American Free Trade Agreement; allows open trade with US, Mexico, and Canada.

Don has managed several restaurants for over 50 years and is close to retirement. With his maturity and business experience, his decisions are sound, based on solid, proven values. Don tends to be an independent thinker who focuses on empowering his employees. Don manages at Kohlberg's ______ level of personal moral development.

Postconventional

Management by ______ is a four-step process in which managers and em ployees jointly set objectives, develop action plans, review performance, and appraise and reward employees.

Objectives

A computer manufacturer is seeking to cut costs by designing an inventory system that reduces the number of finished products in stock due to overproduction and to set in place a production schedule that better matches customers' orders. These plans are an example of ____ in action.

Operations management

Airbus Inc., a company that builds airplanes, typically orders parts for its airplanes from other companies. ________ is the practice Airbus Inc. is using.

Outsourcing

Using suppliers outside of the company to provide materials to make goods and services is called _____.

Outsourcing

Arielle, a successful banker and educator, has decided to retire, but she is very interested in staying involved with a company "that cares." So when asked to serve on its board of directors, she gladly accepted the invitation. As a member of the board, Arielle will be involved with the organization's

Overall strategic goals and approval of major decisions

A company's triple bottom line represents which three aspects?

People Profit Planet

This year Aetna announced it was moving out of Hartford, Connecticut, where it had held it headquarters for over 100 years. The announcement sent shockwaves through an already economically challenged state. How would Aetna leaving have an impact on the local community?

People would move out of Connecticut causing a housing market issue with too many homes for sale. Restaurants close to the office building may close due to lack of customers. There would be vacant office buildings with no property taxes being paid.**?? Employees would no longer exercise at the local park. Courses in insurance adjustment would no longer be offered at the community college.

A set of interrelated parts that operate together to achieve a common purpose is called a(n) _____.

System

What are the four fundamental management functions?

Planning, organizing, leading, controlling

_____ forces affect the way politics shape laws and the way laws shape the opportunities for and threats to an organization. For example, some cities in the United States (including New York and San Francisco) have set the minimum wage far above the federally mandated minimum wage.

Political legal

______ is a preference for doing more than one thing at a time.

Polychronic time

Having some clients who are less knowledgeable about investing and seem to be more trusting of their firm, the management of a financial advising organization has decided to use cash from newer investors to pay off older ones. The actions of management are an example of ____.

Ponzi Scheme

What is the term for a forward-looking perspective that involves capitalizing on opportunities before others seize them?

Proactivity

Human Relations Movement:

Proposed that better human relations could increase worker productivity.

A supplier is an external stakeholder that

Provides raw materials, services, equipment, labor, or energy

After returning home from a trade show, Mr. Jones, the president of a manufacturing company, called a meeting of his production department. He indicated that the company would soon be implementing a new policy of _______, which focuses on worker performance and urges employees to strive for zero defects.

Quality assurance

The management of Prime Manufacturing is implementing a plan to minimize production mistakes by allowing teams that work in each area of the production facility to develop a plan and then monitor their area to ensure the reduction of errors. The managers are engaging in

Quality control

Oleg, the CEO of a large global production company, is excited about the introduction of statistics and computer simulations in the design stage of the company's products. Oleg is using:

Quantitative techniques

Because there are some positive aspects of bureaucracy, as proposed by Max Weber, Therese, a restaurant manager, is interested in implementing certain aspects of the bureaucratic approach to management within her restaurant. Like Weber, Therese feels bureaucracy is a:

Rational, efficient, ideal organization based on principles of logic.

Local communities are stakeholders of organizations because communities

Rely on the tax base from companies and the jobs the company provides

Cara has discovered that due to a time crunch, her boss has let the latest round of prescription medications be sent to pharmacies without the final check. She claims that there has never been an issue with this particular drug in the past and if patients weren't able to get their medications on time, the story would definitely be in the newspaper. Her boss is willing to take the risk. After all what could possibly go wrong? What do you think Cara should do?

Report her boss for an ethical violation

Cara has discovered that due to a time crunch, her boss has let the latest round of prescription medications be sent to pharmacies without the final check. She claims that there has never been an issue with this particular drug in the past and if patients weren't able to get their medications on time, the story would definitely be in the newspaper. Her boss is willing to take the risk. After all what could possibly go wrong? What do you think Cara should do?

Report her boss for an ethical violation.***

Banks Venture capitalists Angel investors Crowd investors

Require personal guarantees, such as a home for collateral Exchange funds for an ownership share in the company, often a seat on the board of directors Invest in small firms using personal wealth, often providing mentorship Take an equity position in a company or loan the company funds as a group

The city government of Pleasantville promised significant tax breaks to a large retailer if it opened a store in Pleasantville, which would result in nearly 200 new local jobs. However, the retailer decided that it would staff the new Pleasantville store with employees from its other stores, meaning no new jobs were created. As a result, the city of Pleasantville instituted clawbacks by

Rescinding the tax breaks given to the retailer

As the CEO of a company that produces products for schools, Amber believes that her company needs not only to produce a profit but also to do things that benefit society. _______ guides Amber's beliefs.

Social responsibility

Melissa, the hotel manager, knows that the number of guests at her hotel has significantly decreased. Therefore, corporate has made it clear that the amount each department can spend on certain items will need to be cut for work with hotel department managers on how to cut costs, as a part of her role as

Resource allocator

How are tariffs on oil different from tariffs on solar panels and washing machines?

Revenue tariffs are designed simply to raise money for the government, such as the tariff on oil. Protective tariffs are designed to raise the price of imported goods to make the prices of domestic products more competitive, such as the tariff on solar panels and washing machines.

We Are the World is an importing company that specializes in importing hand-made arts and crafts from crafters and artisans around the world. The company has about $4 million worth of stock outstanding. Due to its desire to avoid double taxation, it is structured so that its individual shareholders pay taxes on all of the company's income. The shareholders report the flow-through of income and losses on their personal tax returns and are assessed at their individual tax rates. We Are the World is a(n)

S Corporation

Amy is a package delivery service manager. She is interested in implementing ___________, the management philosophy pioneered by Frederick W. Taylor and Frank and Lillian Gilbreth, which scientifically studies work methods to improve the productivity of individual workers. In this particular case, Amy will study the routes that drivers take through a congested to city in order to identify ways that delivery staff can make the most deliveries in each two-hour period.

Scientific management

Which viewpoint emphasized the scientific study of work methods to improve the productivity of individual workers?

Scientific management

Darci wants incorporate changes into her life that will make her more ethical. She has heard that people who get the right amount of sleep are less tempted by unethical behavior, so she has made a commitment to go to bed earlier, when possible. She also is going to pick up reading again, a hobby she has just not made time for lately, which will reduce her screen time especially right before bed. What else might she try to do?

She might get in the practice of turning off lights when she leaves rooms and remember to bring a reusable water bottle to work.

Ethics are defined as:

Standards of right and wrong that influence behavior.

When building a new residential development or mall, a national real estate organization typically does not remove many trees, basing its decision on the belief that natural resources are limited and the company must not compromise the ability of future generations to meet its own needs. To which philosophy is the company adhering?

Sustainability

According to Robert Katz, which three skills do managers develop through education and experience?

Technical, conceptual, human

_____ forces lead to new developments in methods for transforming resources into goods or services. For example, a new technique called hydraulic fracturing (or fracking) has been developed to harvest natural gas trapped below the earth's surface.

Technological

According to Rosabeth Moss Kantor of the Harvard Business School, which three events of the 1980s paved the way for the global economy?

The Berlin Wall came down, Asian countries opened their economies to foreign investors, and there was a worldwide trend of governments deregulating their economies.

Stakeholder:

The people whose interests are affected by an organization's activities.

George, who owns a small grocery store, has a reputation in the community as a tough manager. Many customers have heard George yell at his employees because he feels that workers today are lazy, lack ambition, and hate to work. George is a(n) ____ manager

Theory X

Natasha, the general manager of a putting range, believes that her workers are responsible and capable, and that they can be trusted when given responsibility. Natasha is an example of a(n) ___ manager.

Theory y

According to management scholar Henry Mintzberg, which of the following is true of managers?

They have work that is characterized by fragmentation, brevity, and variety.

The United States uses government regulations, such as tariffs, embargoes, and import quotas, to limit the import of goods and services and to protect U.S. industries against foreign competition. ________ is the use of these regulations.

Trade protection

The United States uses government regulations, such as tariffs, embargoes, and import quotas, to limit the import of goods and services and to protect U.S. industries against foreign competition. ______ is the use of these regulations.

Trade protectionism

Most favored nation trading status:

Trading status describes a condition in which a country grants other countries favorable trading treatment such as the reduction of import duties

When a line cook in a restaurant cooks uses raw meat to cook a hamburger that becomes part of the restaurant's Super Burger Special (available only on Saturday nights during football season), the cook is taking part in a

Transformation process

T or F? The "most favored nation" trading status describes a condition in which a country grants other countries favorable trading treatment, such as the reduction of import duties.

True

T or F? When Mr. Anderson, the owner of a local hardware store, asks one of his paint suppliers about the total ability of their product to meet customer needs, he is questioning the quality of that paint.

True

When the Kiddie Village Daycare Center looks at the recent increase in the number of working mothers in its neighborhood to determine how many employees to hire, its managers are studying demographic forces.

True

Which of these employees is involved in an ethical dilemma?

Which of these employees is involved in an ethical dilemma?

The vision statement should answer which of these questions

What do we want to become

You have an idea for a company that sources fruits from local farms and makes fresh juices on a daily basis. You want to start a subscription-based service in which households within a 100-mile radius subscribe to your plan and receive two gallons of freshly squeezed juice (for example, cherry juice, apple juice, lemonade) twice a week. As you think about starting your business, you ask yourself: Am I being responsive to the customer? Is it innovative? Can I offer a quality product? After asking these questions, review and identify which question you forgot to ask that would give you a sustainable advantage.

What is its level of effectiveness?

The planning process begins with two attributes: a mission statement and a vision statement. What questions are answered with each of these?

What is our reason for being?; What do we want to become?

Franchising:

a form of licensing in which a company allows a foreign company to pay it a fee and a share of the profit in return for using the first company's brand name and a package of materials and services. More frequently used by service companies.

History shows that countries used to be concerned only with regulating their own economies. As times have changed, goods, people, and money now move more freely throughout the world. These changes reflect the idea of _____.

a global economy

Deondre, who owns an investment firm with customers worldwide, has witnessed how dangerous global economic interdependency can be. During a lunch meeting, he mentioned to a customer, "In my opinion, ________ have been two negative effects of global economic interdependency for the United States."

a huge surplus of funds from global investments flowing into the United States and huge cost increases

Social responsibility:

a manager's duty to take actions that will benefit the interests of society as well as of the organization

Joseph Juran quality as "fitness of use," which means that

a product or service should satisfy a customer's real needs

Joseph Juran defined quality as "fitness for use," which means that

a product or service should satisfy a customer's real needs.

ethical dilemma

a situation in which you have to decide whether to pursue a course of action that may benefit you or your organization, but that is unethical or even illegal.

Management theorist Peter Drucker compared the workplace of the future to

a symphony orchestra

A group of nations within a geographical region that have agreed to remove trade barriers with one another is called _____

a trading bloc

The management approach that emphasized ways to manage work more efficiently is the ___ approach

classical

Soul Soup is a nonprofit organization that brings warm meals to older adults and runs errands for its clients; the board of Soul Soup is called the

board of regents

Warm Hearts is a nonprofit organization that brings warm meals to older adults and runs errands for its clients; the board of that nonprofit is called the _____.

board of trustees or board of regents

Operating plans (select all that apply)

break long-term output into short-term targets or goals turn strategic plans into actionable short-term goals

The American economy consists of a complex combination of organizations and variables, such as countless companies differing in size and what they sell, current events, and markets (for example, the housing market and the stock market). According to ________, all of these independent factors interact with one another according to certain simple rules.

complexity theory

When Clay, a general manager of a national retailer, moved to a different store in his company that was having difficulty, he knew that sales were low and after talking to his employees, he found morale was also low. At first Clay thought attitudes were poor due to low sales, but after working closely with employees, he realized that the poor attitudes were actually the cause of poor sales. Clay was able to discover the cause of the problem by utilizing ________ skills.

conceptual

Jane, a successful store manager, leads her employees by encouraging them and showing that she genuinely believes in them. She also encourages group and team efforts. Jane manages at Kohlberg's _____ level of personal moral development.

conventional

Mackenzie, a successful store manager, leads her employees by encouraging them and showing that she genuinely believes in them. She also encourages group and team efforts. Mackenzie manages at Kohlberg's _____ level of personal moral development.

conventional

While setting up their corporation, Ming and Jie implement a system of governing their organization so that the interests of corporate owners and other stakeholders are protected. This is an example of a _____.

cooperate governance

Archie B. Carroll:

corporate social responsibility rests at the top of a pyramid of a corporation's obligations, right up there with economic, legal, and ethical obligations.

designed to include members from different areas within an organization such as finance, operations, and sales.

cross functional teams

Hayley, from California, arrived in Saudi Arabia and immediately noticed that the way Saudi men treat women is vastly different than the way men in the United States treat women. Hayley was feeling uncomfortable and disoriented because she was experiencing

culture shock

Sofia paid for a haircut and some hair-care products at a local salon. In the task environment, Sofia would be classified as a _______.

customer

most common chores of self managed teams

customer interaction and work scheduling

Every Saturday Mrs. Jones and hundreds of other shoppers visit ABC Market, a grocery store, to buy food for their home or business. These shoppers are _____ to ABC.

customers

Every Saturday Mrs. Luo and hundreds of other shoppers visit Zion Market, a grocery store, to buy food for their home or business. These shoppers are _____ of Zion.

customers

Those who pay to use an organization's services or to buy their goods are called ______.

customers

John's Crazy Socks is an example of a(n) ______ venture.

entrepreneurial

Abraham Maslow proposed the

hierarchy of needs

The United States limits the amount of cheese purchased from other countries; this policy is a type of ____.

import quota

3. The United States only allows a certain amount of aluminum sheet to come into the country from China

import quotas

Dominique owns an international grocery store, the World Food Market, where customers can purchase foods and canned goods from other countries. World Food Market is an example of a company that

imports

Feedback

information about the environment's reaction to outputs -> which affect the inputs

Hannah, an engineer for an oil company, is interested in working overseas at this stage of her life because she knows that foreign work experience demonstrates ____ to potential employers

independence, resourcefulness, and entrepreneurship

Hannah, an engineer for an oil company, is interested in working overseas at this stage of her life because she knows that foreign work experience demonstrates ____ to potential employers.

independence, resourcefulness, and entrepreneurship

Local livestock farmers could allow the runoff of manure nutrients into a stream that feeds a local lake because this helps farmers in the short term. However, farmers will act ethically in the short run to avoid harming others in the long run because this is also in the farmer's best long-term interests; this is reflected by the _____ approach to deciding ethical dilemmas.

individual

It is more common in China than in the United States for people to be more concerned about the group than about themselves. Which of Hofstede's dimension does this demonstrate?

individualism/collectivism

Which of Hofstede's cultural dimensions is concerned with how much people prefer to focus on themselves or how much they look after one another?

individualism/collectivism

Sociocultural force:

influences and trends originating in a country's, society's, or a culture's human relationship and values that may affect an organization

Demographic force:

influences on an organization arising from changes in the characteristics of a population, such as age, gender, or ethnic origin.

The classical viewpoint of management emphasized ways to

manage work more efficiently

The chief information officer of a national pizza chain is using mathematical tools to aid in product ordering and scheduling decisions. The CIO is using

management science

The new chief information officer of a national fast food chain is using mathematical tools to aid in product ordering and scheduling decisions. The CIO is using

management science

quantitative viewpoint

management science operations management

Don works diligently to accomplish the company goals in an efficient and effective manner, utilizing his employees through planning, organizing, leading, and controlling company resources. Don is

managing

Operations management focuses on _____.

managing the production and delivery of an organization's products or services more effectively.

A company's _____ is the purpose of the organization.

mission

The ______ statement expresses the purpose of an organization

mission

Cozy Café is a restaurant chain that offers a relaxing environment to enjoy quality coffees, teas, soups, and other menu items. A poster in the front of each restaurant reads, "We will always provide a quality product to help our customers better meet the challenges of their day and will always take the time to offer caring service one person at a time." This statement is Cozy Café's

mission statement

Quality Vacuum has been manufacturing excellent vacuum cleaners for over 50 years. In the employee break room is a banner that reads, "We will always provide the highest-quality vacuums at the lowest cost to our customers and always give honest, winning customer service, thereby earning a fair profit for our stakeholders." This statement is Quality Vacuum's ____.

mission statement

Greg, the marketing manager, is constantly seeking information about his competition while looking online or speaking to people. Greg is playing the ___ role.

monitor

Mintzberg's informational roles

monitor, disseminator, spokesperson

With recent reports of identity theft, Mr. Jones, the CEO of a construction company, is concerned about his employees' privacy, and because of recent accidents on the job, he is also worried about the safety of his workers. Mr. Jones's concerns with privacy and health and safety are key elements in the _____ approach to deciding ethical dilemmas.

moral rights

Don, who owns an investment firm with customers worldwide, has witnessed how dangerous global economic interdependency can be. During a lunch meeting he mentioned to a customer, "In my opinion, ______________ have been two negative effects of global economic interdependency for the United States."

other countries stealing U.S. technology and the loss of well-paying jobs in the United States

A local farmer grows and sells tomatoes and beans to the local grocers. Look at the farmer's business as a system. In which category do the tomatoes, beans, squash, profits, and losses fall?

output

Productivity + ________/_________

output, input

Best Builders, a home builder in the U.S., makes use of many suppliers to provide quality products in the homes it builds, such as a roofer in the same city and Belize International in Guatemala, which provides some of the highest-quality cabinets available. This use of outside suppliers to help the contractor build homes for customers is known as ____.

outsourcing

Pamela, based in New Jersey, is opening an online storefront that sells a wide variety of goods. In order to save money and time on website design, Pamela has contracted with some individuals in Argentina to create her website. This is an example of

outsourcing

expatriates:

people living or working in a foreign country.

Cherries on Top, a national ice cream shop, is struggling financially to keep up with the bigger chains. The top executives have decided to close all the stores in the Northeast and Texas, as that will give them an additional one million dollars to put into marketing. This executive is practicing the

post conventional

Don has managed several restaurants for over 50 years and is close to retirement. With his maturity and business experience, his decisions are sound, based on solid, proven values. Don tends to be an independent thinker who focuses on empowering his employees. Don manages at Kohlberg's ______ level of personal moral development.

post-conventional

Blake has managed several restaurants for over 50 years and is close to retirement. With his maturity and business experience, his decisions are sound, based on solid, proven values. Blake tends to be an independent thinker who focuses on empowering his employees. Blake manages at Kohlberg's ______ level of personal moral development.

postconventional

Don has managed several restaurants for over 50 years and is close to retirement. With his maturity and business experience, his decisions are sound, based on solid, proven values. Don tends to be an independent thinker who focuses on empowering his employees. Don manages at Kohlberg's ______ level of personal moral development.

postconventional

Don has managed several restaurants for over 50 years and is close to retirement. With his maturity, his decisions are sound, based on solid, proven values. Don tends to be an independent thinker who focuses on empowering his employees. Don manages at Kohlberg's ______ level of personal moral development.

postconventional

Select all of the original cultural dimensions identified by the Dutch researcher Geert Hofstede:

power distance individualism/collectivism uncertainty avoidance masculinity/feminity

The management of Omega Manufacturing is implementing a plan to minimize production mistakes by allowing teams that work in each area of the production facility to develop a plan and then monitor their area to ensure the reduction of errors. The managers are engaging in

quality control

The management of a facility that manufactures parts for car brakes has a policy of testing only some of the items in each production run to locate errors, with the ultimate goal of minimizing errors by managing each stage of production. This process is an example of the ______ technique.

quality control

The "measurable" aspect of a SMART goal refers to its ability to be _____.

quantified

Gabriel, the CEO of a large global production company, is excited about the introduction of statistics and computer simulations in the design stage of the company's products. Gabriel is using

quantitive techniques

If you want all your stores to only accept returns with receipts, this would be an example of a(n)

rule

Uber would best be described as what type of technology company?

start up

Kentucky Derby, a successful farm equipment supply company in the South, has joined forces with Hammer and Nail, a national hardware and home retailer. As a result of this new relationship, Kentucky Derby can open stores in other regions and Hammer and Nail can now offer a high-quality product in the farm community. Kentucky Derby and Hammer and Nail are now

strategic allies

What are four of the groups that make up part of the task environment?

strategic allies government regulators distributors local communities

Once Domino's decided to offer salads, it partnered with Ready Pac Foods to offer each Domino's pizza location prepackaged salads. What type of planning would each location be doing in anticipation of receiving the prepackaged salads?

strategic planning

Quality Control

strategy for minimizing errors by managing each stage of production

The systems viewpoint regards the various parts making up the whole system as

subsystems

When building a new residential development or mall, a national real estate organization typically does not remove many trees, basing its decision on the belief that natural resources are limited, and we need to not compromise the ability of future generations to meet their own needs. This management philosophy is known as ___.

sustainability

When building a residential development or mall, national real estate organization typically does not remove many trees, basing its decision on the belief that natural resources are limited and the company must not compromise the ability of future generations to meet its own needs. To which philosophy is the company adhering?

sustainability

The Ryan family had a fire that destroyed their home. Various departments of a restoration company, from the initial cleanup crew to the assistance with the Ryan family moving back in, worked together to achieve this goal. All of the company's interrelated parts working together to accomplish a goal (in this case, the restoration of the Ryan home) is an example of a(n)

system

NAFTA and the EU are both

trading blocs

The behavioral science approach relies on scientific research for developing theories about human behavior that can be

used to provide practical tools for managers

outsoucring

using suppliers outside the company to provide goods and services

The ______ approach to solving ethical dilemmas involves ethical behavior being guided by what will result in the greatest good for the greatest number of people.

utilitarian

The Publix chain of supermarkets has stated, "We will not knowingly disappoint you. If for any reason your purchase does not give you satisfaction, the full purchase price will be cheerfully refunded immediately upon request." This proclamation is Publix's

values statement