Module 1
In today's highly competitive business world, managers have come to understand that ________ is necessary for organizational survival and success.
providing consistently superior customer service
One major reason managers are important to organizations is because they ________.
are critical to getting things done
In his first comprehensive study, Mintzberg concluded that what managers do can best be described by looking at the managerial roles they engage in at work. What are the three roles?
Interpersonal, informational, and decisional
How do manager responsibilities differ from non-managerial responsibilities?
Managers must coordinate and oversee the work of non-managerial employees.
Managers will increasingly need to understand and deal with ________.
changing workplaces, ethical issues, security threats, and new technology
According to the "four functions" approach, managers' work is best described by which four functions?
Planning, organizing, leading, and controlling
Management involves coordinating and overseeing the work activities of others so their activities are completed efficiently and effectively. Efficiency means that subordinates are ________.
getting the most output from the least amount of inputs or resources, and doing those work activities that will result in achieving goals
In today's world, managers are primarily dealing with ________.
global economic and political uncertainties
Social media has become increasingly important to many businesses to maximize contact with customers and to ________.
have employees use social media as employee activists
Which style of management does it appear that you follow in this case? Hint: This was a style first identified by Douglas McGregor.
Theory Y
Which statement best explains why management is considered a vital area of study?
Because you will either manage others or be managed, you can gain valuable information from a course in management.
Complaints about moving to a new system get back to Charles, and while he is willing to hear their concerns, he stresses that Tri-State must maintain efficiency and effectiveness in order to be competitive. He emphasizes that ultimately this is a decision that will be made at the management level, and employees have to follow the rules that are given to them. From a historical view of management, what type of organizational system is Charles advocating at Tri-State? Hint: This was a style first identified by Max Weber in the early 1900s.
Bureaucracy
Which of the following is more essential to higher level managers than to lower level managers?
Conceptual skills
In Rob's position at Medco Pharmaceuticals, he is responsible for making organization-wide decisions and establishing organizational goals. Which of the following is most likely Rob's title at Medco?
Executive vice president
Why is management an important discipline to study?
Management is needed in all types and sizes of organizations, at all levels and work areas.
Which of the following is true of an organization?
It is a deliberate arrangement of people to accomplish some specific purpose.
Now that you have investigated the issue of using either a speed governor or an alert system when drivers speed, you must make the final decision. Should Tri-State install speed governors on its delivery trucks?
No. Use the alert system without the speed governors and create a system for punishing drivers who speed often
Which statement about the importance of managers is most likely true?
Organizations need their managerial skills and abilities more than ever in uncertain, complex, and chaotic times.
Charles asks how the research on the new technology is going. You discuss how the GPS and mapping software could save Tri-State money by cutting down full costs, reducing delivery time, and potentially reducing the number of speeding tickets. During the discussion, Charles brings up that this system sounds a lot like an early management technique he learned in school. Which technique do you think Charles is referring to?
Scientific management
Which of the following best describes the activities that managers exhibit when serving interpersonal roles?
Serving as a figurehead or liaison
The mapping software will plot an efficient route, and the GPS system will record the speed of the truck on the route. The mapping software will calculate the shortest route, saving Tri-State costs on fuel. In addition, it can alert managers when trucks are speeding. Four truckers have been pulled over for speeding tickets in the last month, which ended up delaying deliveries more than if they had followed the speed limit in the first place. Looking strictly at efficiency, you review the issues surrounding the proposed technology, and decide which to investigate. Which issue is most relevant?
The cost of the equipment and the potential fuel savings
In an organization, what is the most important factor in employee productivity and loyalty?
The quality of the relationship between an employee and a direct supervisor
Better customer relationships and continually improving processes were important management principles according to W. Edwards Deming. If Tri-State were to implement this system to reap these advantages, they would be following which management philosophy?
Total quality management
Managing is most likely rewarding because ________.
you can help others find meaning and fulfillment in their work
Actually implementing management can be difficult primarily because ________.
your success typically is dependent on others' work performance
Zane says: ". . . I'm a long-term guy, I look at the opportunities that present themselves not in a 60-day or 6-month opportunity, but in a 6-year or 20-year opportunity." One of the ways he does this is by supplying bicycles to companies such as American Express, which give the bikes as rewards to customers. Which managerial skill does this example illustrate?
Innovation
According to Zane, it was difficult for him to empower his employees and not micromanage; however, he realized that being responsive to his employees' needslong dash—allowing them to work independentlylong dash—made them happier and more responsive to customers. Which managerial skill does this primarily illustrate?
Interpersonal
Which of the following is the most valuable take-away from studying management?
Learning to apply management theory in a variety of situations
Again, you refer back to what you remember about the evolution of management as a discipline, and you think about how managers have historically handled these types of problems. A quick Internet search shows that one of the periods following scientific management was called behavioral management. Looking at the process facing Tri-State from this perspective, what would be the next step?
Look at how the technology would affect Tri-State's relationships, especially those with employees.
Which of the following statements about managers within an organization is most likely true?
Managers also play an important role in the success of nontraditional organizations such as political campaigns and music tours.
Zane mentions that he has begun to use solar panels and green technology in his building. What does this action best illustrate?
Managing in a sustainable manner
This final vendor makes a compelling argument for their new system, but it seems a little like science fiction. To convince Charles and others that this system should be chosen, you would have to emphasize that Tri-State Diary, while not very large, needs to think more about the future changes in the industry and business as a whole. For too long, they have seen themselves as immune from changes made by competitors, suppliers, and customers. This type of reasoning follows which theory of management?
Open systems
Zane says this about his business: ". . . the community is really the reason that we've had this success . . . So I support all the nonprofit organizations that come in . . .". As a manager, Zane is considering which aspects of a sustainable business?
Social aspects of the business
Which of the following best describes the reason to study management even if your career plans are not to become a manager?
Studying management is important to maximizing efficiency, productivity, employee satisfaction, and personal success.
Which of the following is a true statement about the changing nature of modern management?
Taking risks, exploring new territories, and trying new methods are innovative tactics that management can use to be more successful in the marketplace.
Robert L. Katz proposed that managers need three critical skills in managing, which are ________.
Technical, human, and conceptual
In many organizations, the changing nature of work has ________.
blurred the distinction between managers and nonmanagerial employees
Zane mentions that many of his competitors fail because they think they're in the "selling stuff" business not the "customer service" business. This shows that Zane understands that ________.
consistent, high-quality customer service is essential for survival
At the lowest level of management, frontline managers ________.
manage the work of nonmanagerial employees who typically are involved with producing the organization's products or servicing the organization's customers
A company's ability to achieve its business goals and increase long-term shareholder value by integrating economic, environmental, and social opportunities into its business strategies is known as ________.
sustainability
According to the Gallup Organization, the single most important variable in employee productivity and loyalty is ________.
the quality of the relationship between employees and their direct supervisors