MNGT 301 Chapter 7

154. List the four major activities that must occur in order for MBO to succeed.

(1) Set goals, (2) develop action plans, (3) review progress, and (4) appraise overall performance.

40. Crisis plans define company responses to be taken in the case of emergencies, setbacks, or unexpected conditions. a. True b. False

False

43. The ABC Corporation should create a crisis management group that is not cross-functional, but does work together well under pressure. a. True b. False

False

44. The CEO of Andre's Autos, Inc. must do all of the planning for the company because that is the way to do things in today's workplace. a. True b. False

False

45. Trend management is looking at trends and discontinuities and imagining possible alternative futures. a. True b. False

False

46. In centralized planning, managers at all levels work with planning experts to develop their own goals and plans. a. True b. False

False

49. Sales in relation to targets is an example of a balanced scorecard metric. a. True b. False

False

6. A plan tells "why" to achieve the goal. a. True b. False

False

64. Sherry is a first-line supervisor at Rooftop Corporation. She is most concerned with which level of goals? a. Operational goals b. Tactical plans c. Strategic goals d. Mission statement e. Vision

Operational Goals

67. Which of these are described by mission statements? a. Corporate values b. Product quality c. Location of facilities d. All of these e. None of these

All of these

101. _____ is the final step in the MBO process. a. Appraise overall performance b. Develop an action plan c. Review progress d. Set goals e. Conduct periodic checkups

Appraise overall performance

3. Goals specify today's means; plans specify future ends. a. True b. False

False

30. In step 1 of Management By Objectives, overall performance is appraised. a. True b. False

False

32. Standing plans define company responses to specific situations such as natural emergencies or competitive setbacks. a. True b. False

False

68. "We respect our employees and value their diversity" is an example of a statement you are most likely to find in the organization's _____. a. mission b. strategic goals c. tactical goals d. strategic plans e. tactical plans

Mission

69. "We seek to become the premier business school in the west" is an example of a statement you are most likely to find in the organization's _____. a. tactical goals b. operational goals c. mission d. tactical plans e. operational plans

Mission

80. The organization's reason for existence is known as the organization's _____. a. value b. vision c. mission d. goal e. service

Mission

41. Some firms engage in crisis planning to enable them to cope with unexpected events that are so sudden and devastating that they have the potential to destroy the organization. a. True b. False

True

135. Operational plans that focus on specific tasks and processes that help to meet tactical and strategic goals are developed by _____ managers and supervisors.

front-line

7. The mission is the basis for the strategic level of goals and plans, which in turn shapes the tactical and operational level. a. True b. False

True

119. Which of the following is NOT involved in the stages of crisis planning? a. Setting up effective communication systems b. Creating detailed crisis management plans c. Investigating all stakeholders d. Designating a crisis management team and spokesperson e. Building relationships

Investigating all stakeholders

61. _____ is primarily responsible for operational goals/plans. a. Middle management b. Board of directors c. Consultants d. Top management e. Lower management

Lower Management

144. _____ is a method whereby managers and employees define goals for every department, project, and person and use them to monitor subsequent performance.

Management by objectives

88. In developing a strategy map for her interior design business, Carla has decided to promote employee development by providing online training tools. This involves goals in which strategy map category? a. Financial performance goals b. Learning and growth goals c. Internal business process goals d. Customer service goals e. Supply chain goals

learning and growth goals

81. Roxanne is a manager at Geronimo Gaming. She recently attended a seminar on goal setting. She wishes to use goals to provide a sense of direction to her staff. She is using goals as: a. a way to legitimize her department. b. a source of motivation. c. a standard of performance. d. a guide to action. e. a way to impress others.

a guide to action

71. At the top of the goal hierarchy is: a. strategic goals. b. tactical goals. c. operational goals. d. a mission. e. employee goals.

a Mission

130. Katelynn can anticipate enjoying the advantages of MBO which include: a. increased orientation toward goal achievement. b. performance can improve at all company levels. c. employees are more motivated. d. increased orientation toward goal achievement and motivation. e. all of these.

all of these

94. The ultimate impact of goals depended on the extent to which goal achievement is linked to: a. rewards. b. salary increases. c. promotions. d. all of these. e. salary increases and promotions.

all of these

104. Standing plans: a. are developed to achieve a set of goals that are unlikely to be repeated in the future. b. are used to provide guidance for tasks performed repeatedly within the organization. c. define company responses to specific situations, such as emergencies or setbacks. d. are the most important in the organizations. e. are none of these.

are used to provide guidance for tasks performed repeatedly within the organization

149. Plans that define company responses to specific situations, such as emergencies, setbacks, or unexpected conditions are called _____ plans.

contingency

5. Planning cannot tame a turbulent environment. a. True b. False

True

118. The crisis management plan should be a _____ that specifies the actions to be taken, and by whom, if a crisis occurs. a. vague, verbal plan b. detailed, verbal plan c. long, difficult to read plan d. vague, written plan e. detailed, written plan

detailed, written plan

151. The crisis management plan should be a(n) _____ that specifies the actions to be taken, and by whom, if a crisis occurs.

detailed, written plan

55. The planning process starts with: a. a formal mission that defines the organization's purpose. b. tactical planning. c. strategic planning. d. operational planning. e. controlling performance.

A formal mission that defines the organization's purpose

105. A project is an example of a: a. policy. b. standing plan. c. procedure. d. single-use plan. e. rule.

single use plan

15. Top managers make the broad strategic plan and identify specific tactical plans. a. True b. False

False

18. Providing innovative solutions to customer needs is a goal that would be placed in the internal business process category on a strategy map. a. True b. False

False

25. Goals must be set for every aspect of employee behavior or organizational performance to be effective. a. True b. False

False

27. Step 1 in Management by Objectives is to review progress. a. True b. False

False

33. A major difference between rules and policies is that rules are broad in scope whereas policies are narrow in scope. a. True b. False

False

34. The goals should be easy, for employees to feel motivated, so that they can achieve them easily which in turn increases their motivation level. a. True b. False

False

36. One of the biggest benefits of planning is that, in turbulent environments, plans create greater organizational flexibility. a. True b. False

False

39. In a complex and competitive business world, traditional planning done by a select few is the only planning that works. a. True b. False

False

8. Defining operational goals and plans occurs in the execution phase of the organizational planning process. a. True b. False

False

9. Tactical goals and plans are the responsibility of front-line managers and supervisors. a. True b. False

False

131. A(n) _____ is a desired future state that the organization attempts to realize.

Goal

51. _____ refers to a desired future state that an organization attempts to realize. a. Plan b. Vision statement c. Goal d. Mission statement e. Idea

Goal

148. _____ are ongoing plans that are used to provide guidance for tasks performed repeatedly within the organization.

Standing plans

72. _____ are the broad statements of where the organization wants to be in the future. a. Operational goals b. Tactical goals c. Strategic goals d. Operational goals e. Tactical plans

Strategic Goals

74. A long-term time frame is most closely associated with: a. operational plans. b. tactical plans. c. strategic plans. d. mission plans. e. tactical goals.

Strategic Plans

75. _____ are called the action steps by which an organization intends to attain its strategic goals. a. Tactical goals b. Operational goals c. Tactical plans d. Operational plans e. Strategic plans

Strategic Plans

73. The official goals of the organization are best represented by the _____. a. strategic goals b. tactical goals c. operational goals d. competitive goals e. none of these

Strategic goals

85. Which of the following is a visual representation of the key drivers of an organization's success, showing the cause-and-effect relationships among goals and plans? a. Operational plan b. Gantt chart c. Strategy map d. SWOT analysis e. Strategic plan

Strategy map

124. _____ are reasonable yet highly ambitious goals that are so clear, compelling, and imaginative that they fire up employees and engender excellence. a. Operational goals b. Stretch goals c. Strategic goals d. Tactical goals e. Bottom-up goals

Stretch Goals

141. _____ are designed to help execute major strategic plans and to accomplish a specific part of the company's strategy

Tactical Plans

57. Which type of plan helps managers implement the overall strategic plan? a. Operational b. Contingency c. Tactical d. Crisis e. Corporate-level

Tatical

58. The planning process begins with which of these? a. The development of operational goals b. The development of a mission statement c. Communication of goals to the rest of the organization d. A company-wide meeting e. Brainstorming

The development of a mission statement

159. List and define the four major activities that must occur in order for management by objectives (MBO) to succeed.

The first step is setting goals. The setting of goals involves employees at all levels and should incorporate the principles of effective goal setting. Goals should be jointly determined by manager and employee, so as to increase the employee's level of commitment. The second step is developing action plans. These action plans will specify how the goals are to be achieved. Next, a progress review is important to make sure that the action plans are working. They may be formal or informal and the action plan should be changed if necessary. The last step is to determine if the goals have been achieved within the specified time period. This appraisal should factor into the setting of the next period's goals, allowing for feedback into the setting of the next set of goals.

157. Compare the four levels of goals and plans.

The highest level is the mission statement, which defines the organization's basic business scope and operations and specifies its reasons for existence. The second level is the level of strategic goals and plans. Those pertain to the organization as a whole and specify where the organization wants to be in the future. The third level is the tactical level, with a focus on outcomes that major divisions and departments must achieve in order for the organization to reach its overall goals. The fourth and lowest level is the operational level, involving specific measurable results for departments, work groups, and individuals.

17. Goals are typically stated in quantitative terms. a. True b. False

True

100. Frostburg Fireplaces has used MBO for the past year. Top management just finished evaluating overall performance. The next step in the MBO process should be: a. to develop new action plans. b. to develop new objectives based on the review of last year's performance. c. to begin a new MBO "cycle", using the same objectives as last year. d. to wait several months to allow information to be digested. e. none of these.

to develop new objectives based on the review of last year's performance

134. _____ and plans are the responsibilities of middle managers.

Tactical goals

2. A desired future state that the individual or organization attempts to realize is a goal. a. True b. False

True

40. Goals that define the outcomes that major departments must achieve in order for the organization to reach its overall goals are known as _____ goals.

tactical

77. Sarah is a middle manager at Style Sneakers Corporation. She is most likely responsible for the achievement of _____ goals. a. operational b. tactical c. strategic d. lower-level e. top-level

tactical

78. Goals that define the outcomes that major divisions and departments must achieve in order for the organization to reach its overall goals is called: a. strategic goals. b. tactical goals. c. operational goals. d. a mission. e. a plan.

tactical goals

139. _____ define the action steps by which an organization intends to attain its strategic goals.

Strategic plans

129. What can Katelynn expect to be doing during the final step of the MBO process? a. Setting goals b. Reviewing progress c. Appraising overall performance d. Defining mission e. Developing action plans

Appraising overall performance

123. Alabama Airlines has three planning specialists who help division managers develop their own division plans. Serving as consultants to the divisions, the planning specialists give advice about strengths, weaknesses, opportunities, and threats. Alabama Airlines is utilizing what approach to the planning function? a. Centralized planning department b. Decentralized planning staff c. Planning task force d. Centralized planning committee e. TQM

Centralized planning department

90. You are violating which of these goal characteristics when you attempt to create goals for every aspect of employee behavior? a. Specific and measurable b. Linked to rewards c. Defined time period d. Cover key result areas e. Challenging but realistic

Cover key results area

116. _____ enables firms to cope with unexpected events that are so sudden and devastating that they have the potential to destroy the organization if managers aren't prepared with a quick and appropriate response. a. Incident planning b. Contingency planning c. Strategic planning d. Crisis planning e. Emergency planning

Crisis planning

122. Jeff is a top manager at a textile factory. He is developing a crisis plan in the event that the company has a toxic spill or accident. Which of the following should Jeff undertake to prepare for such a crisis? a. Building relationships with neighboring businesses b. Detecting signals from the natural environment c. Polling employees on the likelihood of an environmental disaster d. Designating a crisis management team in the event of an environmental disaster e. Dismantling the company's ties to the external media

Designating a crisis management team in the event of an environmental disaster

158. Briefly define the characteristics of an effective goal.

Effective goals are precisely defined and allow for measurable performance. They focus on the key result areas that contribute most to desired performance. They should be challenging but not unreasonably difficult. Finally, they should specify the time period that they cover and they should be tied to valued rewards.

155. List four reasons why planning generally positively affects a company's performance?

Explicit goals and plans can serve the following functions: resource allocation, source of motivation and commitment, guide to action, rationale for decisions, and set a standard of performance

10. Operational plans and goals are those that focus on the outcomes that major divisions and departments must achieve in order for the organization to reach its overall goals. a. True b. False

False

12. A broad definition of the organization's values, aspiration and reason for being, along with a recognition of the scope and operations that distinguishes the organization refers to a Business Plan. a. True b. False

False

14. Tactical goals are specific, measurable results expected from departments, work groups, and individuals within the organization. a. True b. False

False

153. List the five characteristics of effective goals.

Goals should be (1) specific and measurable; (2) they should cover key result areas; (3) they should be challenging but realistic; (4) they should have a defined time period; and (5) they should be linked to rewards.

52. _____ specify future ends and _____ specify today's means. a. Goals; plans b. Plans; goals c. Planning; organizing d. Ideas; behaviors e. Mission; vision

Goals; plans

127. At Save-tech, Sophia, director of marketing, is a member of a cross-functional group of managers and employees. The purpose of the group is to gain a deep understanding company's competitive environment and periodically present these findings to top management. Sophia is involved in what type of team? a. Intelligence team b. Functional team c. Task force d. Project team e. Espionage team

Intelligence team

95. Focusing manager and employee efforts on activities that will lead to goal attainment is a benefit of what management method? a. Tactical planning b. Contingency planning c. Single-use planning d. Management by objectives e. Management by walking around

Management by Objectives

97. Which of these is a method of management whereby managers and employees define goals for every department, project, and person and use them to monitor subsequent performance? a. Organizational planning b. Management by objectives c. Goal setting d. Mission development e. Vision development

Management by objectives

62. Which of these is(are) primarily concerned with tactical goals/plans? a. Middle management b. Board of directors c. Consultants d. Senior management e. Lower management

Middle Management

136. _____ describes the organization's reason for existence.

Mission

66. A statement that identifies distinguishing characteristics of an organization is known as a(n): a. goals statement. b. values statement. c. income statement. d. mission statement. e. competitive-edge statement.

Mission Statement

70. _____ refers to a broadly stated definition of the organization's basic business scope and operations that distinguishes it from similar types of organizations. a. Mission statement b. Goal statement c. Management by objective d. Goal setting e. Corporate competitive-value statement

Mission Statment

79. Silver Star Automobiles holds monthly planning and operational reviews to ensure that it is on track for meeting organizational goals. This involves which stage of the organizational planning process? a. Developing the plan b. Translating the plan c. Plan operations d. Executing the plan e. Monitoring and learning

Monitoring and Learning

143. _____ plans are developed at the lower levels of the organization to specify action steps toward achieving operational goals and to support tactical plans.

Operational

82. Which of the following refer to specific results expected from individuals? a. Operational goals b. Tactical goals c. Strategic goals d. Operational plans e. Mission statements

Operational goals

102. Which of the following is NOT one of the benefits of MBO? a. Performance can be improved at all company levels. b. Employees are motivated. c. Efforts are focused on activities that will lead to goal attainment. d. Operational goals are able to displace strategic goals. e. Individual and department goals are aligned with company goals.

Operational goals are able to displace strategic goals

83. Which of the following represent plans developed at the organization's lower levels that specify action steps toward achieving operational goals and that support tactical planning activities? a. Tactical plans b. Strategic plans c. Operational plans d. Supervisory plans e. Organizational plans

Operational plans

76. _____ goals lead to the attainment of _____ goals, which in turn lead to the attainment of _____ goals. a. Operational; strategic; tactical b. Tactical; operational; strategic c. Strategic; tactical; operational d. Operational; tactical; strategic e. None of these.

Operational; tactical, strategic

65. Which of the following is NOT a tool for executing a plan? a. Management by objectives b. Operations map c. Performance dashboards d. Single use plans e. Decentralized responsibility

Operations Map

132. A(n) _____ is a blueprint for goal achievement and specifies the necessary resource allocations, schedules, tasks, and other actions.

Plan

53. A blueprint specifying the resource allocations schedules, and other actions necessary for attaining goals is referred to as a(n) _____. a. goal b. plan c. mission d. vision e. objective

Plan

63. Which of the following is not a step in the organizational planning process? a. Monitor and learn b. Plan operations c. Translate the plan d. Develop the plan e. Plan marketing tactics

Plan Marketing Tactics

133. The act of determining the organization's goals and the means for achieving them is referred to as _____.

Planning

54. Of the strategic management functions, which is considered the most fundamental? a. Executing b. Analyzing c. Controlling d. Planning e. Leading

Planning

56. _____ is the act of determining the organization's goals and the means for achieving them. a. Brainstorming b. Organizing c. Planning d. Developing a mission e. A blueprint

Planning

160. In what ways do plans and goals benefit an organization?

Plans and goals benefit the organization in several ways. First they provide legitimacy and a reason for existence. They also provide a source of motivation and commitment, provide guides for action and decision making, and they set a standard of performance.

110. Which of the following is a commonly-cited limitation of planning? a. Plans limit employee motivation and commitment. b. Plans make resource allocation more difficult. c. Plans make it more difficult to measure standards of performance. d. Plans boost intuition and creativity. e. Plans can create a false sense of security.

Plans can create a false sense of security

107. _____ define boundaries within which to make a decision. a. Programs b. Policies c. Rules d. Procedures e. Projects

Policies

108. An example of a _____ is a statement supporting the organization's efforts in the area of sexual harassment. a. procedure b. rule c. policy d. single-use plan e. program

Policy

156. What are the two stages of crisis management?

Prevention and Preparation

98. High Fence Corporation is currently implementing an MBO program. Managers and employees jointly set objectives and develop action plans, and goal achievement is evaluated on an annual basis. High Fence is missing which major activity that must occur in order for MBO to be successful? a. Developing a mission statement b. Developing tactical goals c. Reviewing progress d. Reviewing operational plans e. None of these

Reviewing progress

114. _____ involves looking at trends and discontinuities and imagining possible alternative future to build a framework within which unexpected future events can be managed. a. Scenario building b. Crisis planning c. Contingency planning d. Trend management e. Caution planning

Scenario building

113. Contingency plans are also referred to as: a. standing plans. b. rules. c. scenarios. d. procedures. e. operationally tactical plans.

Scenarios

161. List three innovative approaches to planning.

Set stretch goals for excellence, use performance dashboards, and deploy intelligence teams.

96. _____ is the first step in the MBO process. a. Setting goals b. Developing action plans c. Appraising overall performance d. Reviewing progress e. None of these

Setting Goals

147. _____ plans are developed to achieve a set of goals that are not likely to be repeated in the future.

Single-use

92. Which of these is lacking in the goal "profits should be increased in the coming year?" a. Specific and measurable b. Challenging but realistic c. Covers key result areas d. Defined time period e. None of these

Specific and measurable

146. _____ plans are used to provide guidance for work-related tasks that are performed repeatedly within the organization.

Standing

106. Cheyenne Creamery requires that all absent employees bring a note from their doctor when returning to work. This is an example of a: a. single-plan use. b. standing plan. c. program. d. procedure. e. project.

Standing Plan

103. Which of these is true about single-use plans? a. They are developed to achieve a set of goals that are unlikely to be repeated in the future. b. They are used to provide guidance for tasks performed repeatedly within the organization. c. They define plans that define company responses to specific situations, such as emergencies or setbacks. d. They are most important in the organizations. e. None of these

They are developed to achieve a set of goals that are unlikely to be repeated in the future

112. Which of these are true about contingency plans? a. They are developed to achieve a set of goals that are unlikely to be repeated in the future. b. They are used to provide guidance for tasks performed repeatedly within the organization. c. They define company responses to specific situations, such as emergencies or setbacks. d. They are most important in the organizations. e. None of these

They define company response to specific situations, such as emergencies or setbacks

60. _____ is primarily responsible for strategic goals/plans. a. Middle management b. Board of directors c. Consultants d. Top management e. Lower management

Top Managment

1. Managers must understand no plan is perfect, but should grow and change to meet new conditions. a. True b. False

True

11. Tactical plans are designed to help execute the major strategic plans and to accomplish a specific part of the company's strategy. a. True b. False

True

13. Goals and plans provide a sense of direction and focus on specific targets and direct employee efforts toward important outcomes. a. True b. False

True

16. Operational planning specifies plans for department managers, supervisors, and individual employees. a. True b. False

True

19. A visual representation of the key drivers of an organization's success and shows how specific goals and plans in each area are linked is called a strategy map. a. True b. False

True

20. An organization's mission describes its reason for existence. a. True b. False

True

21. Building good relationships with suppliers and partners would be considered internal business process goals. a. True b. False

True

22. Strategic plans and goals are those that focus on where the organization wants to be in the future and pertain to the organization as a whole. a. True b. False

True

23. Management by objectives, single-use plans, and standing plans are all management planning approaches. a. True b. False

True

24. Goals are most effective when they are specific, measurable, challenging and linked to rewards. a. True b. False

True

26. In order for goals to be effective, they should be challenging but realistic. a. True b. False

True

28. An action plan defines the course of action needed to achieve the stated goals. a. True b. False

True

29. Managers believe they are better oriented toward goal achievement when MBO is used. a. True b. False

True

31. A key benefit of management by objectives is that it aligns individual and departmental goals with company goals. a. True b. False

True

35. Three critical planning methods are contingency planning, building scenarios, and crisis planning. a. True b. False

True

37. Plans provide a standard of assessment. a. True b. False

True

38. If Renae, manager at Leak Free Roofing, wanted to develop a contingency plan for Leak Free, she would need to look at factors such as new equipment, the economy, and the company workers' compensation cases. a. True b. False

True

4. Planning is the act of determining the organization goals and the means for achieving them. a. True b. False

True

42. Prevention and preparation are the two stages of crisis management. a. True b. False

True

47. Managers work with planning experts to develop their own goals and plans in decentralized planning. a. True b. False

True

48. Stretch goals are typically so far beyond the current levels that people have to be innovative to find ways to reach them. a. True b. False

True

50. Intelligence teams are useful when an organization confronts a major intelligence challenge. a. True b. False

True

115. Jerrica, a finance manager at LRV industries, is asked by her boss to develop a plan in the event that company sales drop by 20 percent or more. This type of plan is known as _____. a. contingency planning b. financial planning c. crisis planning d. consumer protection e. environmental planning

contingency planning

150. A special type of contingency plan that is used when events are sudden and devastating and require immediate response is called _____.

crisis management planning

120. Traditionally, if Stephanie, CEO of Butterfly Pillows, needed to conduct corporate planning, it would be performed by all of the following except: a. central planning departments. b. decentralized planning groups. c. top executives. d. consulting groups. e. the president of the company.

decentralized planning groups

152. A group of planning specialists assigned to major departments and divisions to help managers develop their own strategic plans is called _____.

decentralized planning staff

128. In the MBO process, after the first step of setting objectives is accomplished, the next step that Katelynn should expect is: a. reviewing progress toward company goals. b. appraising overall performance. c. developing action plans. d. having a company party to celebrate. e. none of these.

developing action plans

111. One major limitation of goals and plans is: a. goals and plans guide resource allocation. b. goals and plans may cause rigidity in a turbulent environment. c. goals and plans decrease employee motivation. d. goals and plans decrease employee commitment. e. none of the above.

goals and plans may cause rigidity in a turbulent environment

93. All of the following are characteristics of effective goal setting except: a. goals should be challenging but not unreasonably difficult. b. goals should be set for every aspect of employee behavior. c. specific and measurable. d. cover key results area. e. linked to rewards.

goals should be challenging but not unreasonably difficult

121. The traditional approach to corporate planning was to: a. have a decentralized planning staff. b. have a centralized planning department. c. set up a planning task force. d. set up planning committees. e. use TQM approach.

have a centralized planning department

126. A(n) _____ is a cross-functional group of managers and employees who work together to gain a deep understanding of a specific business issues, with the aim of presenting insights related to that issue. a. espionage team b. functional team c. task force d. project team e. intelligence team

intelligence team

86. Managers use _____ to direct employees and resources toward achieving specific outcomes that enable the organization to perform efficiently and effectively. a. strategic goals b. operational goals c. growth goals d. financial results e. internal business process goals

internal business process goals

145. Managers believe that they are better oriented toward goal achievement when _____ is used.

management by objectives

99. In using MBO, objectives should be set by the: a. supervisor. b. employee. c. supervisor and the employee jointly. d. accounting department. e. top management.

supervisor and the employee jointly

137. A(n) _____ is a broadly stated definition of basic business scope and operations that distinguishes the organization from others of a similar type.

mission statement

59. The _____ is the basis for the strategic level of goals and plans which in turn shapes the _____, and _____ level. a. goal; mission, tactical b. objective; operational, mission c. operational goal; mission and tactical d. mission; tactical, operational e. tactical plan; operational, mission

mission; tactical, operational

89. Kate is a salesperson at a large retail chain. She was assigned a goal of $265,000 in sales for the current quarter. She is unhappy because she knows that the most any salesperson has sold in one quarter in the past is $150,000. Her goal of $265,000 is probably: a. not specific and measurable. b. not realistic. c. irrelevant. d. lacking a specific time period. e. does not cover key result area.

not realistic

142. The specific results expected from departments, work groups, and individuals are the _____ goals.

operational

86. Managers use _____ to direct employees and resources toward achieving specific outcomes that enable the organization to perform efficiently and effectively. a. strategic goals b. operational goals c. growth goals d. financial results e. internal business process goals

operational goals

84. The _____ is the department manager's tool for daily and weekly operations. a. conventional goal b. strategic goal c. strategic plan d. operational plan e. targeted plan

operational plan

125. Sam is in charge of strategy control at Lanser's, a large clothing retailer. He regularly tracks sales in relation to targets, number of products on back order, and percentage of customer service calls resolved within specified time periods. These metrics are known as: a. financial indicators. b. tactical goals. c. performance dashboards. d. balanced scoreboards. e. operational standards.

performance dashboards

117. The two stages of crisis planning include: a. prevention and control. b. planning and leading. c. prevention and preparation. d. preparation and control. e. leading and organizing.

prevention and preparation

109. "No food and/or drinks in the classroom" is an example of a _____. a. procedure b. rule c. policy d. single-use plan e. project

rule

138. Broad statements describing where the organization wants to be in the future are called _____.

strategic goals