chapter 6 bussines

Cherise has started a new dry cleaning business that utilizes online services for notifying customers that their orders are ready for pick up. Which of the following would least likely be considered a threat to the company? Competitor's actions. Employees. Economic changes. Newly developed technology.

employees

Adele is tasked with managing TUV Corporation's human resource program including hiring new personnel and processing new hires' paperwork and separation paperwork for those departing the company. Adele is a ___ manager. human resource accounting financial administrative

human resource

If the CEO of Becky's Bicycles states that she wants to have 50 percent of the bicycle rental business in Sonoma County by 2020, she has stated a task. plan. strategy. goal

goal

_____ resources include revenue from the sale of products and loans from financial institutions. Financial Intangible Human Material

Financial

Thomas likes to think in abstract terms and look ahead to how all of the pieces of his company fit together and what they can accomplish. Thomas has ___ skills. charisma interpersonal conceptual technical

conceptual

Ramon has been hired to keep the books, write correspondences, answer phones, and pay the bills for a small company. Ramon provides a(n) ___ resource for the firm. financial management human informational

human

The decision-making process requires all of the following steps except solving the identified problem. implementing and evaluating the solution. selecting an alternative. generating alternatives.

solving the identified problem

Clarence provides overall guidance and leadership for the company where he is employed. He does not provide any specialized function. What type of manager is he? top operations first-line general

general

The U.S. Navy uses a technique called "Blast! Then Refine" during which stage of the managerial decision-making process? Selecting an alternative. Generating alternatives. Identifying a problem or opportunity. Implementing and evaluating the solution.

generating alternatives

Derrek Dugan has become the president of DBD Enterprises. He sets up meetings with groups of employees to get their opinions about steps needed to turn around the company's declining sales. This part of the decision-making process is an example of identifying the problem. generating alternatives. selecting an alternative. developing leadership style.

generating alternatives.

Programmers, engineers, designers, lawyers, and accountants are Google's ______ resources. human material financial informational

human

Coordinating finances, materials, people, and other resources of an organization to achieve the organization's goals is a process known as planning. organizing management. controlling.

management

What is the "first" management function? Planning Leading Controlling Organizing

planning

What is a tactical plan? An over-arching plan to implement the strategic plan. -A segmented plan developed to implement specific portions of a strategic plan. -A smaller-scale plan developed to implement a strategy. -A set of plans developed as a guide for major policy setting and decision making.

A smaller-scale plan developed to implement a strategy.

Janet has discussed a problem she is having with her AT&T communications services with an AT&T representative via chat. During the last chat, the AT&T rep writes that the company will be sending Janet a brief survey about the services she received so the company can better address customers' needs and concerns and requests that she complete it and return it. Which facet of total quality management (TQM) is being exercised? Continuous quality improvement. Employee participation in improving the quality of work. Strong leadership skills. Customer satisfaction.

Customer satisfaction.

All but ___ are included in the different resources available to all managers. human resources competitors information materials

competitors

Sherry Smith holds focus groups with employees of Smith's Hotels. By doing this she is employing which aspect of total quality management? Managerial control. Employee participation. Psychological interaction. Benchmarking.

Employee participation

Which of the following is an organization's most important resource? Information Human Materials Financial

Human

Dorothy is the manager of a department within her company. During her annual employee review she notices that Tim and Allen are less productive since they began working next to each other. What stage of the managerial decision-making process is Dorothy in? Identifying the problem or opportunity. Generating alternatives. Conducting evaluations. Selecting alternatives.

Identifying the problem or opportunity or opportunity

Which of the four lists below best represent the types of resources management can coordinate to achieve its goals? Human, material, financial, and intangible. Informational, human, controllable, and immaterial. Tangible, intangible, human, and financial. Material, informational, human, and financial.

Material, informational, human, and financial

Satisficing describes solutions that are only adequate and not ideal. At what point in the decision-making process should managers avoid satisficing? Identifying a problem or opportunity. Generating alternatives. Implementing and evaluating the solution. Selecting an alternative.

Selecting an alternative

A manager with ___ skills can see the big picture of how the various functions within the organization interact. decisional leadership conceptual technical

conceptual

If Maurice, CFO, meets with Luminary, CEO, to discuss the company's budget allocations to departments as a part of planning for next year's projects, what kind of planning are they engaged in? Strategic planning. Contingency planning. Tactical planning. Financial planning.

Strategic planning

The participative leadership style has many advantages, but disadvantages too. Which of the following is a disadvantage of this type of leadership? Employees are usually unmotivated to carry out decisions. The decision-making process is time-consuming. Communication is always top down. Employees are discouraged from expressing their views.

The decision-making process is time-consuming

The chief executive officer of CA, Inc. provides the company with leadership and overall guidance in addition to interpreting the company's mission. Because of the tasks he is required to perform, he would be classified as a(n) ___ manager. human resource administrative operations marketing

administrative

Milford is a manager at QRZ Inc. He is tasked with identifying problems correctly, generating reasonable alternatives, and selecting the "best" alternative to solve problems. When Milford carries out these tasks he is using ___ skills. analytical. conceptual technical. communication Feedba

analytical

Benchmarking is the process of evaluating the products, processes, or management practices of ___ for the purpose of improving quality. the organization the industry another organization the industry within the nation in which the company is operating

another organization

A top-down leadership style in which the top management makes all of the decisions and instructs subordinates about what to do and how to do it is known as ___ leadership. dictatorial autocratic democratic participative

autocratic

Terry is CEO of Big Business Affiliates. She makes all final decisions, and anything important must be routed through the hierarchy she has established. Terry is a(n) __ leader. democratic despotic participative autocratic

autocratic

Jeremy notices that sales in his department have declined and brings together his sales staff, marketing staff members, and product development department staff members to participate in a round-table discussion to generate as many new ideas as possible for solutions to the declining sales without criticizing or ridiculing the ideas of others. Jeremy is using. group think. focus groups. brainstorming. group counselling.

brainstorming

Charlene is a manager of a department store. A large part of her day is spent conversing and e-mailing others, therefore, she uses ___ skills frequently during her day. technical communication analytical speaking

communication

Fry Bread Inc. is planning a large summer party in Window Rock, Arizona, where sudden summer rainstorms are frequent. The individuals planning the party intend to have all activities held outside in a park utilizing the open-to-the sky park tables for the food. What type of planning is apparently lacking? Contingency Strategic Technical Operational

contingency

When a locally owned coffee shop heard that Starbucks may be coming to town, it developed a(n) _______ to establish alternative courses of action they could take if their competitive landscape changed. tactical plan strategic plan contingency plan operational plan

contingency plan

All of the following are components of total quality management (TQM) except employee participation. continuous monitoring of the bottom-line. customer satisfaction. continuous quality improvement.

continuous monitoring of the bottom-line

A manager tasked with ensuring that a company reaches set goals by monitoring progress and taking corrective actions to adjust for deficiencies is exercising the ___ function of management. planning directing controlling organizing

controlling

The primary functions of a manager are: leading, motivating, hiring, and firing. controlling, organizing, planning, and leading. planning, controlling, leading, and motivating. leading, motivating, training, and organizing. Feed

controlling, organizing, planning, and leading.

Harlan's Used Autos prides itself on its efficiency and value in delivering vehicles that have had full mechanical reviews by trained mechanics before the vehicles are sold and a detailed list of known defects that have not been corrected provided to each customer. These characteristics can best be defined as Harlan's business model. objectives. mission. core competencies.

core competencies.

When a manager develops a set of possible alternative solutions and chooses one alternative from among that set, he or she is involved in the process of decision making. leadership. implementing. directing.

decision making

A fast-food manager for a chain operation is an example of a(n) ___ manager. top middle first-line operations

first line

Geraldine manages a branch of a large corporation. When she notices a problem, she outlines it, identifies situations that need corrected, and then sends an e-mail to employees in that department asking for suggestions about how to correct the problem. When all of the suggestions have been received, Geraldine summarizes them, and presents them to the employees to choose one to implement. Geraldine uses a ___ form of leadership. democratic laissez-faire existential authoritarian

democratic

Amelia has identified a problem in the department she manages and has generated alternatives to correct the problem. Next she will implement the solution. evaluate the decision she made. determine the best alternative. implement each solution in turn to test how it will work.

determine the best alternative

To manage an organization effectively, and to stay informed, it is very important that managers understand how to use and maximize the potential of. linguistic skills. digital communication devices. technical skills. their education.

digital communication devices

Piccard looks into the future of his company and implements initiatives to accomplish the goals he envisions. Piccard is a(n) ___ leader. autocratic consensus entrepreneurial consultative

entrepreneurial

Dwight is a(n) ___ manager in charge of both accounting and investments and oversees all of the employees involved with these functions for his company. operations elite strategic financial

financial

The ___ resources of Mondavi Winery include revenues and loans from banks. human financial informational material

financial

Obligations to creditors and investors are met using human resources. informational resources. material resources. financial resources.

financial resources

Barack has been attending a seminar to be a more effective leader. He has learned that leadership is best defined as the ability to influence others. relate to others. follow instructions. think abstractly.

influence others

Taylor is not in top management in her company but is well-liked, charismatic, and outgoing. When top management hands down new policies, other employees look to Taylor to determine how they should react. Taylor has ___ leadership in the company. first-line informal middle bottom

informal

Harold has been hired by Big Chief Auto to collect and analyze data on consumer preferences in services provided and the frequency and type of "up-selling" services or items customers purchased. Harold is thus responsible for what general type of resources? Human Material Informational Financial

informational

Managers who are effective in dealing with people both inside and outside of their organization are known to have excellent ____ skills. technical diagnostic strategic interpersonal

interpersonal

One of the key skill sets of successful managers is the ability to deal effectively with other people, both inside and outside of organizations. These ___ skills allow the manager to relate to people and understand their needs and motives. sales leadership interpersonal listening

interpersonal

The four basic functions in the management process include planning, organizing, _______, and controlling. predicting developing restricting leading and motivating

leading and motivating

Benefits of total quality management (TQM) include lower operating costs and higher return on sales and on investments. improved ability to use premium pricing rather than subjective pricing. higher operating costs and lower return on sales. improved ability to use premium pricing and higher lower operating costs.

lower operating costs and higher return on sales and on investments

Nancy was reviewing LinkedIn contacts and noticed that in Rafal's profile he said he was a manager responsible for facilitating the exchange of products between his organization and its customers through distribution and advertising. From this she could conclude that Rafal is a(n) ___ manager. financial operations marketing administrative

marketing

Sheryl's organization has managers over many departments. Sheryl's department is responsible for facilitating the exchange of products between the organization and its customers or clients; therefore, Sheryl is the ___ manager. human resources operations administrative marketing

marketing

UPS uses airplanes, trucks, and crates in its operations. These are ___ resources for UPS. human material financial informational

material

Faraday is a plant manager for Glass Doors, Inc. which places him in the ___ management level of the company. middle top first-line support

middle

The ____ of Enterprise Celestial Industries is to seek out and explore new worlds and new civilizations, and boldly go where no man has gone before. mission strategy policy control process

mision

Understanding the ___ of subordinates is important for a manager in order to encourage effective performance. motivation skills standards finances

motivation

Jefferson is a human relations department employee tasked with speaking to employees to encourage and influence them toward a common goal. Jefferson is a(n) ____ speaker. de-motivational instructional helpful motivational

motivational

Planning includes all of the following except tactical planning. objective planning. strategic planning. contingency planning.

objective planning.

A plan developed to implement tactical plans is known as a(n) ___. contingency plan operational plan mission strategic plan

operational plan

Felicity is the manager of a department in the company where she is employed that is responsible for converting resources into goods and services. Felicity is a(n) ___ manager. obligation out-sourcing operations marketing

operations

Raj is responsible for ensuring that the processes of the accounting office where he is employed run smoothly and that the business will be able to provide its services efficiently and effectively. Raj is a(n) ___ manager. financial operations administrative human resources

operations

Reba has been hired by Big Blue Company as an analyst. She is to perform regular SWOT evaluations of the firm's strengths, weaknesses, ___, and threats. options opportunities occasions organizations

opportunities

Barney's Bookstore has more customers seeking a new title released by a popular author than it can fill. This positive problem can be viewed as a(n) alternative. symptom. opportunity. discrepancy.

opportunity

Jay's Hardware received large shipments of flashlights, batteries, and generators just before a massive storm knocked out the power, downed electrical poles, and damaged the power substation in the town where Jay's was located. Power will be off for at least a week. For Jay's this is a(n) opportunity strength weakness core competency

opportunity

Rocky has a managerial decision to make. The first step he will take is identifying a solution. identifying an opportunity. asking for help. solving the problem.

opportunity

Barry Moore, a division manager of Barry's Burger Barn, a chain of fast food restaurants, is reviewing the goals for the company's different departments. The marketing department has set a goal to increase sales by 15 percent over the next year but the accounting department has set a goal to reduce costs by 25 percent by seeking cost efficiencies. In compensating for these goals, Barry is engaged in organization. optimization. controlling. planning.

optimization

Renee has observed that her hair salon is suffering long periods without customers. To determine the cause of the problem she assembles all of the cosmetologists to get their input on the matter. Although she will make the ultimate decision regarding how to address the problem, she feels comfortable delegating decision-making authority to any member of her staff. This leadership style suggests that she is a(n) ___ leader. authoritative passive democratic participative

participative

A(n) ___ is an outline of the actions an organization intends to take to accomplish its goals and objectives. mission statement policy plan organizational directive

plan

If Weber Breads states that it is going to spend $10 million in advertising in the upcoming year to increase its market share by attaining 300 new accounts, it is explaining part of its ___ plan. operational strategic human resource tactical

plan operational

Magda has progressed through the decision-making process step-by-step and is now in the last stage of the process but still does not feel that the solutions generated are adequate to solve the problems her department experiences. Magda may continue quality improvement. start the problem identification process all over again. hand the monitoring task to another manager. strengthen supplier relationships.

start the problem identification process all over again.

A(n) ___ is the broadest set of plans developed as a guide for major policy setting and decision making. strategic plan mission objective goal

strategic plan

Jeffrey M. Katz started Orbitz. He has two masters degrees in engineering—one from Stanford and one from Harvard. He has been in top management positions with Wize Commerce, Inc., Nextag, Inc., and Leapfrog Enterprises, Inc. Although it is unlikely he uses them often, it is likely that he has good ___ skills. technical interpersonal employee conceptual

technical

Jon is a welder at a Chevron storage facility. To accomplish his job he must use specific skills known as ___ skills. tactical interpersonal strategic technical

technical

Mitzie is the chief executive officer of RST Development Company which employs 500 individuals. Mitzie is in the ___ management of the company. middle top first-line support

top

For total quality management (TQM) to be effective top management must make it the top priority and the employees must work in harmony with each other. top management must make it the top priority and management must coordinate the specific elements of TQM so they work in harmony with each other. middle management must make it the top priority and must ensure the department they supervise is harmonious. top management must make it the top priority and management must coordinate the specific elements of TQM so they work in harmony with each other.

top management must make it the top priority and management must coordinate the specific elements of TQM so they work in harmony with each other

After undergoing several recalls due to faulty parts being used in vehicles that were responsible for drivers' deaths, Toyota refocused its business and began a coordination of efforts directed at improving customer satisfaction, increasing employee participation in decision making, improving supplier partnerships, and facilitating an organizational atmosphere of continuous quality improvement known as total quality management. total quality commitment. quality improvement planning. customer satisficing.

total quality management

Faraday is responsible for the human resource department and the shipping department which continually set conflicting goals. He must utilize ___ to achieve balance between the departments. subterfuge maximization optimization minimization

x