BUSINESS

________ is the obligation employees have to their manager for the successful completion of an assigned task.

Accountability

Which of the following factors affect the manager's span of control?

All of these

Which of the following is a major objective of JIT production?

All of these

________ refers to the sameness of product quality from unit to unit.

Consistency

________ is the assignment of a task, responsibility, or authority by a manager to a subordinate.

Delegation

________ refers to a person's ability to understand and have compassion for how others are feeling.

Empathy

A ________ breaks down large projects into steps to be performed and specifies the time required to perform each one.

Gantt chart

According to which of the following theorists do job satisfaction and dissatisfaction depend on hygiene and motivation factors?

Herzberg

________ is a program attesting that a factory, laboratory, or office has met the quality management standards of the International Organization for Standardization.

ISO 9000

Which researcher's theory suggests that lower-level needs must be met before a person tries to satisfy higher-level needs?

Maslow

________ is the systematic direction and control of the processes that transform resources into finished products.

Operations management

________ is the positive behaviors that do not directly contribute to the bottom line.

Organizational citizenship

________ is the strategy of paying suppliers and distributors to perform certain business processes or to provide needed materials or services.

Outsourcing

________ patterned after the successful Japanese concept of quality circles.

Quality improvement teams are

________ is the tendency for productivity to increase when workers believe they are receiving special attention from management.

The Hawthorne effect

Managers who subscribe to ________ believe that people are naturally lazy and uncooperative and must be either punished or rewarded to be made productive.

Theory X

________ is the ability of a product to satisfy a human want.

Utility

In the delegation process, ________ follows ________.

assigning responsibility; granting authority

The power to make the decisions necessary to complete the task is ________.

authority

The informal organization ________.

can reinforce office politics that put the interests of individuals ahead of those of the firm

The amount of a product that a company can produce under normal working conditions is its ________.

capacity

At McDonald's, most advertising is handled at the corporate level, and any local advertising must be approved by a regional manager. McDonald's is an example of a(n) ________ organization.

centralized

In a ________ organization, most decision-making authority is held by upper-level managers.

centralized

Reporting relationships within the company shown on the organization chart as solid lines are defined as the ________.

chain of command

According to which theory are workers motivated solely by money?

classical theory

The process by which a company analyzes a competitor's product to identify desirable improvements in its own is called ________.

competitive product analysis

When Toshiba takes apart a Xerox copier and tests each component, it is engaging in ________.

competitive product analysis

Which of the following is NOT one of the areas of materials management?

customer service

Jack Welch, former CEO of General Electric, stated, "If you don't let managers make their own decisions, you're never going to be anything more than a one-person business." Welch was likely a proponent of ________ management.

decentralized

Grouping jobs into logical units is called ________.

departmentalization

Which operations competence has FedEx given greatest credit for winning orders (business) in the marketplace?

dependability

Self-awareness, empathy, and social skills are all part of ________.

emotional intelligence

Feelings of fairness as compared to others are explained in ________.

equity theory

Which of the following theories suggest that people are motivated to work toward rewards that they want and that they believe they have a reasonable chance of obtaining?

expectancy theory

Which of the following allow people to choose their working hours by adjusting a standard work schedule on a daily or weekly basis?

flextime programs

When a company makes products available where they are convenient for consumers, it creates ________ utility.

form

Firms having production, marketing, human resource, and finance departments are departmentalized according to ________.

function

The form of organization used by most small to medium-sized firms is ________.

functional

According to Herzberg, working conditions are an example of ________.

hygiene factors

Personality and attitudes are dimensions of ________.

individual differences among employees

Christine Choi is a programmer for BMC Software in Houston. In terms of a psychological contract, her ________ include a good place to work, nice benefits, and a large salary.

inducements

Everyday social interactions among employees that transcend formal jobs and job interrelationships are called the ________.

informal organization

Services are ________; they cannot be touched, tasted, smelled, or seen.

intangible

Rubbermaid has used ________ to create and maintain the innovation and flexibility of a small business environment within the large, bureaucratic structure.

intrapreneuring

Job rotation is a type of ________ program.

job enrichment

In a ________ production system, all the needed materials and parts arrive at the precise moment they are required for each production stage.

just-in-time

Which of the following is NOT one of the kinds of utility goods and services provide to customers?

leisure

Which of the following are the "doers" and producers in a company?

line employees

The check-processing operations at your bank would be considered to be a ________ system.

low-contact

Theory X and Theory Y are ________.

managerial assumptions about workers

Which of the following types of structure entails a second chain of command?

matrix

According to the classical theory of motivation, workers are motivated by ________.

money

Another word for job satisfaction is ________.

morale

The biggest advantage of MBO is ________.

motivational impact

The term ________ refers to all the activities involved in making products, goods and services, for customers.

operations

Which of the following clarify structure and show employees where they fit into a firm's operations?

organization charts

Employees are given a voice in how they do their jobs and how the company is managed in ________.

participative management and empowerment

Agreeableness, emotionality, and extroversion are all part of ________.

personality

Sears can calculate the profits it generates from appliances, home furnishings, and every other department in the store if it treats each department as a ________.

profit center

A(n) ________ is the set of expectations held by employees concerning what they will contribute to an organization and what the organization will provide in return.

psychological contract

A ________ layout is designed to move resources through a smooth, fixed sequence of steps.

same-steps

Time-and-motion studies are associated with which theory of management?

scientific management

The number of people managed by one supervisor is called the manager's ________.

span of control

At Chaparral Steel, some employees transport scrap steel while others operate shredding equipment. This is an example of _____

specialization

As a small organization grows, so does the need to ________.

specialize

Dell Computers uses ________ to improve performance by sharing information.

supply chain management

The U.S. Army has a ________ organizational structure, with many organizational layers.

tall

Which of the following best describes responsibility?

the duty to perform an assigned task

A good person-job fit is a situation in which ________.

the employee's contributions and the company's inducements balance

Which of the following best describes business process reengineering?

the redesigning of business processes to improve performance, quality, and productivity.

The supply chain is also referred to as the ________.

value chain

A ________ organization has little or no formal structure, with only a handful of permanent employees.

virtual

Global Research Consortium employs a ________ organizational structure, meaning it has little or no formal structure.

virtual

Groups of operating employees empowered to plan and organize their own work and to perform that work with a minimum of supervision are referred to as ________.

work teams

Which of the following is an advantage of job specialization?

workers can develop expertise in their jobs