chapter 2

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

learning

The strategy for minimizing errors at each stage of production is called _____.

quality control

The application of quantitative techniques, such as statistics and computer simulations, to management is called _____ management.

quantitative

Frank and Lillian Gilbreth's personal life helped them develop ideas about improving efficiency because they

raised 12 children

When Joseph Juran referred to the idea of "fitness for use," he was considering how a product would ______.

satisfy a customers needs

The third and fourth principles of _____ suggest that organizations should give workers the training and incentives to do their tasks properly, and should use scientific principles to plan work methods and ease the way for workers to do their jobs.

scientific management

According to the Hawthorne effect hypothesized by Mayo and colleagues, employees worked harder if they:

- believed supervisors paid special attention to them - received added attention - thought managers cared about their welfare

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

- people - money - equipment

Mary Parker Follett's ideas anticipated which modern management concepts?

- self-managed teams - worker empowerment - interdepartmental teams

As a pioneer of administrative management, Max Weber contended that bureaucracies were

rational

The total quality management viewpoint emphasizes

infusing concepts of quality throughout the whole organization in a way that will deliver quality products and services to customers.

__ are the people, money, information, equipment, and materials required to produce an organization's goods or services.

inputs

Operations management focuses on _____.

managing the production and delivery of an organization's products or services more effectively

Systems that have continual interaction with their environment are known as _____ systems.

open

Evidence-based management focuses on bringing _____ to the decision process.

rationality

The behavioral management viewpoint emphasized

the importance of understanding human behavior and motivating employees to achieve

Frederick Taylor created the scientific management system after studying _____

the physical motions workers used while doing a task

Administrative management is concerned with managing _______

the total org

True or false: Frederick Taylor is associated with the scientific management approach to management.

True

A supervisor who considers employees to be irresponsible and resistant to change would be characterized as a Theory _______ manager.

X

Which approach to management relies upon research in psychology, sociology, anthropology, and economics in order to develop theories about human behavior that can be used to provide practical tools for managers?

behavioral science

Which two management perspectives typically consider an organization to be a closed system? Check all that apply.

classical management viewpoint and management science perspective

Peter Drucker

creator and inventor of modern management

Issues with the classical viewpoint include that it: (select all that apply) A) is especially behavioral B) is too difficult to use and has fallen out of favor in modern times C) is overly mechanistic D) views humans as cogs in a machine E) fails to account for the importance of human needs

C, D, E

The quality-management viewpoint includes which concepts? (select all that apply) A) Quality importation B) Quality realization C) Quality assurance D) Total quality management E) Quality control

C,D,E

historical perspective (early american years 1911-1950's)

Classical 1911-1947 - scientific and administrative (essentially efficiency) -emphasis on ways to manage work more efficiently Behavioral 1913-1950's - human behavior and motivation and encouragement - emphasis on importance of understanding human behavior and motivating and encouraging employees toward achievement quantitative 1940s-1950s -uses quantitative measures (math/stats) and how to deliver products/services more efficiently (think operations) - applies quantitative techniques to management

Two ways for a company to guarantee the quality of a product are quality control and quality ___________.

assurance

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

contemporary

Frederick Taylor believed that more efficient workers should be paid higher wages than their lower-performing coworkers, a system referred to as the _______ system.

differential rate

Maslow's hierarchy of needs resulted from the study of ______

what motivates ppl to perform

What are the types of outputs according to the systems viewpoint?

- employee satisfaction - finished products

Complexity theory - the ultimate open system

- is the study of how order and pattern arise from complicated, chaotic systems - recognizes that all complex systems are networks of many interdependent parts that interact according to certain simple rules - is used in strategic management and organizational studies - seeks to understand how organizations adapt to their environments

Within the systems viewpoint, what four things are considered parts of a system?

1. feedback 2. inputs 3. outputs 4. transformational processes

Which of the following are true of a learning organization? (Select all that apply.) A) It is able to modify its behavior to reflect new knowledge. B) It actively creates, acquires, and transfers knowledge within itself. C) It focuses on creating more efficient processes to manage labor costs. D) It is likely to have a bureaucratic structure.

A, B

Select all the positive features of bureaucracy according to Max Weber. A) Formal rules and procedures B) Specialists for complex tasks C) Impersonality D) Merit-based careers E) A well-defined hierarchy F) Procedural ambiguity G) strong personal connections

A, B, C, D, E

Maslow's hierarchy of human needs proposes that people are motivated by which of the following needs? (Select all that apply.) A) safety B) physiological C) self-actualization D) love E) joy F) faith G) esteem

A, B, C, D, G

In which of the following ways did Munsterberg suggest that psychologists could contribute to industry? (Select all that apply.) A) Identify ways managers can influence employees to take desired actions. B) Recognize the psychological conditions necessary for employees to do their best work. C) Recognize the physical motions employees use to complete a task. D) Identify the people who are best suited for a job. E) Identify the ways people emotionally connect to products and services.

A, B, D

Which three individuals helped pioneer administrative management theory? (Select 3 options.) A) Weber B) Fayol C) Gilbreth D) Spaulding E) Taylor

A, B, D

Theory Y managers view workers as: (select all that apply) A) self directed B) accepting of responsibility C) resistant to change D) lacking ambition E) imaginative and creative

A, B, E

Select all of the true statements regarding Gary Hamel's thoughts on management: A) management innovation is essential to future organizational success B) management theory will not reach the point of senescence C) much of management theory is dated and doesn't fit the current realities of organizational life D) managers should innovate by creating new products or strategies, not by how they manage their companies E) we must look at management as a process, and then make improvements and innovation ongoing and systematic

A, C, E

Which of the four disciplines are included in the behavioral science approach to management? (Choose all that apply.) A) psychology B) accounting C) sociology D) physics E) anthropology F) economics

A, C, E, F

Which of the following are the key functions/roles managers must perform in order to create learning organizations? (Check all that apply.) A) Attempt to modify employee behavior B) Build a commitment to learning C) Work to generalize ideas with impact D) Work to generate ideas with impact

B, C ,D

Complete the following sentence with all the true statements about the classical perspective of management. The classical perspective of management A) focused on employee job satisfaction and engagement. B) emphasized finding ways to manage work more efficiently. C) assumed that people were rational. D) had two branches - scientific and administrative.

B, C, D

Which of these are Taylor's principles of scientific management? (Select all that apply.) A) Identify a hierarchy of authority. B) Use scientific principles to plan the work methods and ease the way for their workers to do their jobs. C) Give workers the training and incentives to do the task with the proper work methods. D) Carefully select workers with the right abilities for the task. E) Evaluate a task by scientifically studying each part of it. F) Rely on known "rule-of-thumb" methods to accomplish a task.

B, C, D, E

Which of the following are components of total quality management (TQM)? (Select all that apply.) A) Pay employees competitive wages. B) Use accurate standards to identify and eliminate problems. C) Involve every employee. D) Emphasize continuous improvement. E) Provide adequate product supply. F) Use customer and employee feedback.

B, C, D, F

Select the two overarching perspectives about management. A) quantitative B) historical C) classical D) contemporary E) behavioral

B,D

the behavioral science approach

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 • Cultural anthropology • Economics

Which of these are aspects of W. Edwards Deming's beliefs about quality management? A) The best way to focus a firm's efforts is to concentrate on customers' real needs. B) Firms should put their energies into "fitness for use." C) Managers should stress teamwork and be helpful rather than simply give orders. D) Managers should make employees feel comfortable about asking questions. E) Quality comes from a steady focus on a firm's mission along with statistical measurement and reduction of variations in production processes.

C, D, E

Which of these statements represent ideas that Peter Drucker introduced in his book The Practice of Management? (Select all that apply.) A) Production costs are a component of sales. B) Charismatic leaders are more important than management practices. C) A corporation can be thought of as a human community. D) Without customers, businesses wouldn't exist. E) Workers should be treated as assets.

C, D, E

Fredrick Taylor

Father of scientific management

quality management viewpoint

Quality - total ability of a product or service to meet customer needs quality control - the strategy for minimizing errors by managing each stage of production quality assurance - focuses on the performance of workers, urging employees to strive for "zero defects"

Douglas McGregor - theory X versus theory Y

Theory X - represents a pessimistic, negative view of workers - workers are irresponsible, resistant to change, lack ambition, hate work, and want to be led theory Y - represents an optimistic, positive view of workers - workers are considered capable of accepting responsibility, self direction, self control, and being create

Why the Classical Viewpoint is Important?

Work activity was amenable to a rational approach Through the application of scientific methods, time and motion studies, and job specialization it was possible to boost productivity it led to later innovations such as management by objectives and goal setting

If you believe your employees are capable of taking on responsibility with sufficient self-direction and self-control, you are a Theory ___ manager.

Y

Total Quality Management (TQM)

a comprehensive approach dedicated to continuous quality improvement, training, and customer satisfaction 1) make continuous improvement a priority 2) get every employee involved 3) listen to and learn from customers and employees 4) use accurate standard to identify and eliminate problems

Management science is important because it

advocates the use of rational, science-based techniques and mathematical models to improve decision making and strategic planning.

Within the quality management viewpoint, quality _______ focuses on the performance of workers and urges employees to strive for "zero defects" in the production of goods and services.

assurance

Theory X and Theory Y focus on managers'

attitudes

McGregor developed Theory X and Theory Y based on the realization that managers should _____. Multiple choice question.

be aware of their attitudes towards employees

The ___ viewpoint places emphasis on the importance of understanding the actions of humans and the motivation and encouragement of employees toward achievement.

behavioral

behavioral viewpoint: behaviorism, human relations, and behavioral science

behavioral viewpoint: - emphasized the importance of understanding human behavior and motivating employees toward achievement developed over 3 phases: 1) early behaviorism 2) the human relations movement 3) behavioral science

Theory X and Theory Y underscore the idea that manager behaviors are impacted by their _____.

beliefs

Max Weber said that a better-performing organization should have five positive _____ features including a clear hierarchy, formal procedures, clear division of labor, impersonality, and merit-based careers.

bureaucratic

A characteristic of a(n) _____ system is that it receives very little feedback from outside sources.

closed

closed vs open systems

closed - orgs that have little interaction with their environment open - orgs that continually interact with their environment; have potential to product synergy complexity theory (the ultimate open system) - recognizes that all complex systems are networks of many interdependent parts that interact with each other according to certain simple rules

According to the ___ viewpoint, a management problem should be handled according to the individual and the environmental situation.

contingency

Which management viewpoint asks the question, "What method is the best to use under these particular circumstances?"

contingency

The original focus of the Hawthorne studies was the ______.

effects of lighting levels on worker productivity

contingency viewpoint

emphasizes that a manager's approach should vary according to the individual and the environmental situation most practical bc it addresses problems on a case by case basis

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

evidence based

Mary Parker Follett felt that managers should act as ______ rather than dictators.

facilitators

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 _____. Multiple choice question.

feedback

Tyrone is reviewing customer response forms and learns that while some people like the company's new outerwear designs, the majority of customers do not. Which part of a system is Tyrone using to get his information? Multiple choice question.

feedback

The technique that Frank and Lillian Gilbreth used to expand on Taylor's motion studies was that they

filmed workers to isolate parts of a job

operations management

focuses on managing the production and delivery of an organization's products or services more effectively concerned with work scheduling, production planning, facilities location and design, and optimum inventory levels

The _____ studies are credited with drawing attention to the importance of the social nature of workers and the need for good human relations in fostering employee productivity.

hawthorne

In order to follow Mary Parker Follett's concept of integration, a company should

hold meetings between managers and workers to solve problems in a mutually beneficial way.

Who is known as the "father of industrial psychology" because of his revolutionary ideas on studying human behavior in workplaces?

hugo munsterberg

Maslow and McGregor focused on the study of ______ as it relates to increasing worker productivity.

human relations

Scientific management is the study of work methods to improve the productivity of _____.

individual workers

According to the systems perspective, transformational processes are responsible for turning

inputs into outputs

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

Quality control

is the strategy for minimizing errors by managing each stage of production

The scientific approach to management emerged in the early 20th century when companies wished to increase worker productivity to counteract _____

labor shortages

Theory X managers view workers as

lacking ambition

Today, the word bureaucracy is associated with inflexibility. But to Max Weber, a bureaucracy was an efficient and ideal organization based on principles of ____

logic

The classical viewpoint of management emphasizes ways to _____

manage work more efficiently

Peter Drucker is credited with providing the first modern handbook on the subject of ______.

management

When Mary Parker Follett referred to the use of "communities" within an organization, she meant that

managers and subordinates should work together to solve issues

What is the major contribution of McGregor's Theory X and Theory Y to management?

managers should understand how their beliefs affect their behavior

Identify the two theorists who contributed the most to the human relations movement.

maslow mcgregor

Management science focuses on the use of _______ to aid in problem-solving and decision-making.

mathematics

One issue with the classical viewpoint is that it tends to view humans as cogs in a machine, thereby rendering it overly _____.

mechanisitc

Charles Clinton Spaulding, one of the pioneering theorists of administrative management, proposed eight _____ of management based in part on his childhood experiences working at his father's fields.

necessities

The goal of quality assurance is _____.

no defects

_____ management focuses on managing the production and delivery of an organization's products or services more effectively.

operations

What are the two branches of quantitative management?

operations management and management science

Management science is sometimes known as _____.

operations research

the learning organization

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

In terms of the systems viewpoint, profits and losses are types of _____.

outputs

According to Henri Fayol, the major functions of management are: Multiple select question.

planning, leading, organizing, controlling

According to Gary Hamel, management should be viewed as a(n) _____ to which ongoing improvements and innovation can be made systematically.

process

the human relations movement

proposed that better human relations could increase worker productivity pioneered by abraham maslow (1908-1970) and douglas mcGregor (1906-1964)

The field of industrial ______ (the study of human behavior in the workplace) is based on Hugo Munsterberg's theories.

psychology

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

quality

A company would rely on ISO 9000 to _____

reduce manufacturing flaws

classical viewpoint: scientific and administrative management

scientific management: 1) evaluate the job by each part 2) select correct workers 3) train and incentivize 4) use science to make work easier (automate) Administrative management: - "total" organization needs - hierarchy - formal rules - division of labor - careers based on merit

What are the two branches of the classical viewpoint of management?

scientific, adminsitrative

The Hawthorne studies are credited with drawing attention to the importance of people as _____.

social beings

The management approach of _____ was one of the first to recognize that enriching the lives of organizational and community family was just as important as a company making a profit.

spaulding

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

statistical analysis

The various parts that make up a complete system are commonly known as

subsystems

An open system fosters the idea that two or more forces combined create an effect that is greater than the sum of their individual effects. This is known as _____.

synergy

A set of interrelated parts that operate together to achieve a common purpose is called a(n) _____.

system

Inputs, transformational processes, outputs, and feedback are the four parts of a(n) _____.

system

Henri Fayol is credited with being the first person to _____ management behavior.

systematize

Complexity theory is an offshoot of the _____ viewpoint because it is the study of how multiple chaotic processes arise into pattern and order.

systems

The ______ viewpoint regards the organization as arrangements of interrelated parts that operate together to achieve a common purpose.

systems

the problem w the classical viewpoint

tends to view humans as cogs within a machine, not taking into account the importance of human needs

contemporary perspective (1960s-present)

the systems - systems of integrated parts to achieve a common goal -regards the org as systems of interrelated parts that operate together to achieve a common purpose the contingency - management approach should have contingencies based on individuals an environment -emphasizes that a managers approach should vary according to - ie contingent - on - the individual and the environment situation the quality management - quality improvement, training, customer satisfaction - three approaches

According to the systems viewpoint, the part of a system that involves turning raw materials and knowledge into a new and different product or service is called ____

transformational processes

evidence based management

translating principles based on best evidence into organizational practice, bringing rationality to the decision-making process research should follow the scientific method -observe events and gather facts -pose a possible solution or explanation based on those facts -make a prediction of future events -test the prediction under systematic conditions