Principles of Management!~

Goals are arranged in a hierarchy known as a means-end chain because in the chain of management, the accomplishment of high-level goals is the means leading to the accomplishment of low-level goals or ends.

False

In the contingency leadership model, the most important component of situational control is position power.

False

Intrinsic motivation is not as long lasting as extrinsic motivation, and intrinsic motivation has a less positive impact on task performance.

False

Narcissistic leaders tend to bring out the best work behaviors in others.

False

Norms are a typically explicit and are often discussed openly.

False

Over the last two years, an American computer manufacturer has partnered with a technology organization in Japan to develop and produce computers and printers. The partnership benefits both organizations and is an example of countertrading.

False

Over the past 10 years, business crime has all but disappeared, thanks to technological oversight.

False

Paul, who is normally an ethical person, has an opportunity to acquire what he feels is "easy" money in his job, and he believes it is safe to steal the money because nobody would know if he does take it. Paul rationalizes that it is fine to steal the money because he needs it more than the person whom the money belongs to. The psychological mechanism that causes Paul to want to steal the money is poor self-esteem.

False

Susan, a teacher, is interested in helping children in other countries learn how to read. She has formed an international nonprofit organization, Read to the World, whose employees travel to Africa to donate books and work in schools as tutors. Read to the World is an example of a multinational corporation.

False

In a SWOT analysis, organizational strengths are

Skills and capabilities that give a company advantages in executing its strategies

When workers perceive they are being treated fairly on the job, they are most likely to

Support organizational change

Joe, the owner of ABC Electronics, just discovered that his trusted friend Paul, his accountant for over 30 years, has been mishandling the company books and stealing from the company bank account. Joe must decide whether to ignore his friend's actions and avoid bad publicity for ABC Electronics, or to have Paul arrested for embezzlement. Joe is facing

An ethical dilemma

________ programs help employees integrate and transition to a new job.

Onboarding

The more subunits into which an organization breaks down, the

More highly differentiated it becomes

One Fortune article states that "vision should describe what's happening to the world you compete in and what you want to do about it" and

"It should guide decisions"

The question that individuals ask during the norming stage of group development is

"What do the others expect me to do?"

The question the group is asking during the forming stage of group development is

"Why are we here?"

You receive a memo that reads as follows: "In recent months, our customer evaluations have dropped, and our sales have decreased by 10 percent. To restore our business, we will do the following: (1) We will contact all of our customers and offer a 10 percent discount on their next purchase. (2) For the customers who spend more than $1,000 per year, we will invite them to join our Insiders' Club, which gives them discounted tickets to concerts and sporting events. (3) Effective immediately, we will begin staffing our call center 24 hours a day, 7 days a week. (4) Customer-service personnel will be given more discretion in helping customers resolve problems, with minimal interference from supervisors." This memo is a(n)

A SMART goal

A server expects a group of poorly dressed customers to be stingy tippers and gives them poor service, so he gets the result that he expects, a very small tip. This is an example of

A self-fulfilling prophecy

Which of the following is an example of disruptive innovation?

A small hamburger stand located in the parking lot of a gas station becomes so popular that it takes over a large building and takes most of the customers that used to patronize the local McDonald's, Wendy's, and Burger King.

Management theorist Peter Drucker compared the workplace of the future to

A symphony orchestra

Which of the following circumstances is unlikely to increase the success of OD?

Single intervention

_____ is the conflict-handling style in which a person neglects his or her own concerns and allows the concerns of another to prevail.

Accommodating

Self-managed teams are groups of workers who have been given ______ for their task domains.

Administrative oversight

Style Mart uses time-series forecasts, such as past holiday sales and the strength of store sales this year, to predict future sales based on patterns of historical data. Style Mart is using

Analytics

To understand your own values, you should

Articulate them in writing and test them through daily decision making

The three components of ______ are affective, cognitive, and behavioral.

Attitudes

Textbook: Management: A Practical Introduction 9th Edition!

Author/Publisher: Angelo Kinicki and Brian Williams.

Patricia, the manager of Prime Health Club, was telling her new trainer that "I have many decisions to make in a day, and as the club manager, during the course of a week, I have to give orders to most of the 35 employees. Then there is my budget and the club resources, which I oversee." Patricia's _______ gives her the right to make decisions, give orders, and utilize resources.

Authority

Which of the following is NOT a contingency factor in the job characteristics model?

Autonomy

_______ is the extent to which a job allows an employee to make decisions about scheduling different tasks and deciding how to perform them.

Autonomy

Readily available information may not present a complete picture of a situation due to

Availability bias

Patty, the CEO of an oil drilling company, and her top management team recently discovered that their facilities are damaging an Asian beach and the local wildlife. They understand that they need to decide if temporarily closing or not closing the facility is unethical. To help them make their decision, they consider the following four questions: "Is not temporarily closing the facility legal? If yes, does this proposed action maximize shareholder value? If yes, is not temporarily closing the facility ethical? If no, would it be ethical not to take the proposed action?" Patty and her top managers are using ____ to help them make their decision.

Bagley's ethical decision tree

Current assets, fixed assets, and liabilities are all part of an organization's

Balance sheet

Countertrading is ___ goods for goods.

Bartering

________ is the process by which a company compares its performance with that of high-performing organizations.

Benchmarking

Which kind of organization is most likely to try to exert too much control?

Bureaucratic

George owns an international grocery store in New Jersey, the Global Food Bazaar. He has benefited highly from the trading bloc that allows him to purchase food products from Central American nations at a nice discount. With many of his customers from Costa Rica, the Dominican Republic and Guatemala, he is particularly grateful for ______, a trading bloc.

CAFTA-DR

MBO works by objectives moving through the organization; that is, top managers set general organizational objectives, which are translated into divisional objectives, which are translated into departmental objectives. The hierarchy ends in individual objectives set by each employee. This is an example of MBO working as objectives ______ through the organization.

Cascade down

In the BCG matrix, _______ are organizations that have slow growth but high market share, with income that often finances stars and question marks.

Cash cows

A _______ often puts organizational development into practice.

Change agent

After Mary's Gifts and Cards surveyed its customers, it discovered that its customers preferred the company's competition more than 70 percent of the time. The most frequently cited reason was customer service. During which stage of Lewin's change model should Mary provide her employees with this information about the problems with customer service?

Changing

Which of the following is an example of a proactive change?

Ciara explores improvements in bonus structures with her staff and begins to implement them despite the fact that her employees are generally content.

Marie and Marti are partners who solely own M and M Florist. As owners, they can

Claim an organization as their legal property

Maneka is on a team with Larson, and they are often in conflict. Maneka likes to begin her work with careful planning and she gets started immediately. Larson, on the other hand, likes trying out several ideas, and tends to be working frantically at the last minute. Their conflict most likely stems from

Clash of personalities, values, and attitudes

The rational model of decision making is also called the ____ model.

Classical

A company's strategic planning may have to be done _____ due to frequently changing competition and technology.

Closer to every 1 to 2 years than every 5 years

A(n) ____ is a formal written set of ethical standards guiding an organization's actions.

Code of ethics

The ______ component of an attitude consists of the beliefs and knowledge one has about a situation.

Cognitive

Which of the following is not a distortion in perception?

Cognitive dissonance

The city fire department offers its services to any individual within its city limits, so even Paul, who is driving through the city on vacation, received assistance with a car fire. The fire department is an example of a ___ organization.

Commonweal

Great systems of _____ are the hallmark of great civilizations.

Communications

Because upper management must deal with problems that are ambiguous but that could have far-reaching consequences, ____ skills are particularly important for top managers.

Conceptual

When Randy, a general manager of a national retailer, moved to a different store in his company that was having difficulty, he knew that sales were low and after talking to his employees, he found morale was also low. At first Randy thought attitudes were poor due to low sales, but after working closely with employees, he realized that the poor attitudes were actually the cause of poor sales. Randy was able to discover the cause of the problem by utilizing ______ skills.

Conceptual

When people seek information to support their point of view and discount data that do not, they are subject to ______ bias. For example, Joe uses the fact that his commute is now shorter to confirm his belief that there are fewer cars on the road. However, Joe is not accounting for the fact that he recently took over the graveyard shift, and that traffic is always lighter at night and in the wee hours of the morning.

Confirmation

Workplace performance is maximized when

Conflict is at a moderate level

The approach to leadership that suggests that effective leadership behavior depends on the situation at hand is the ______ approach.

Contingency

Sales this year at Donna's Pawn Shop have been high, and based on several factors, Donna projects next year's sales to also be good. However, even with her forecast of continued strong sales, Donna and her business partner need to develop a plan in case sales drop unexpectedly. ________ is the type of planning for alternative future conditions.

Contingency planning

CH 16!

Control Systems & Quality Management!

______ is defined as establishing goals, monitoring performance, comparing it with goals, and taking corrective action as needed.

Controlling

Jane, a successful store manager, leads her employees by encouraging them and showing that she genuinely believes in them. She also encourages group and team efforts. Jane manages at Kohlberg's _____ level of personal moral development.

Conventional

A team composed of people from different departments who are pursuing a common objective is called a _____. For example, ToysRUs may bring together employees from manufacturing, design, sales, marketing, and market research to brainstorm new board games for adults.

Cross-functional team

Which type of funding raises small amounts of money from many people to finance a new venture?

Crowdfunding

Every Saturday Mrs. Jones and hundreds of other shoppers visit ABC Market, a grocery store, to buy food for their home or business. These shoppers are _____ to ABC.

Customers

With ______, important decisions are made by middle-level and supervisory-level managers.

Decentralized authority

A(n) _______ is a computer-based information system that provides a flexible tool for analysis and helps managers focus on the future.

Decision support system

Ace Manufacturing has high turnover due to issues with the corporate office. Trevor, the plant manager, is frustrated and cannot find a solution to stop it. At first he offered raises to many of the good employees who were leaving, but after a while, Paul started blaming those who were leaving, saying, "They are poor-quality employees and they are to blame for leaving." Trevor is engaged in

Defensive avoidance

Greg, a geologist from Kansas who works for ExxonMobil, has decided to transfer to one of ExxonMobil's offices in Saudi Arabia. Greg is a(n) ____ while living in Saudi Arabia,

Expatriate

According to Lawrence and Lorsch, the stability of an organization's environment determines the degree of

Differentiation or integration that is appropriate

Sam was recently promoted to the production manager of a busy shoe factory. He was chosen because prior to his promotion he had proven himself to be very efficient, and as a department manager he had a logical and practical approach to solving problems. Sam has a reputation for being decisive and getting things done. Most of the factory's employees like Sam, but they feel his style is autocratic, because he likes to do things by the book. Sam has a(n) ______ style.

Directive

ABC Brothers' cleaning products and equipment are sold to consumers and commercial cleaning companies in Best Supply's janitorial supply and equipment store. ABC relies heavily on Best Supply to help sell its goods and services to customers. Best Supply is a(n) ____ for ABC Brothers' products.

Distributor

Quality Services is an organization that operates several companies that market food products, restaurant equipment, and paper and plastic products, and it even has a division that counsels restaurant owners, helping them launch new restaurants successfully. Quality Services is pursuing a _____ strategy.

Diversification

When an organization operates several businesses to spread the risk, such as a landscaping company that offers not only landscaping services but also lawn care, snow removal, and other services, that business is utilizing a ____ strategy.

Diversification

Female investors make trades much less often than men because they

Do more research, and they tend to base their investment decisions on consideration other than just numbers

Which of the following questions is NOT useful for evaluating a company's values statement?

Does it set standards of excellence and reflect high ideals?

________ is prevented by quotas.

Dumping

Today, companies emphasize _____ with production.

Efficiency

Which of the following is not a guideline that can lead to effective brainstorming?

Eliminate ides that will be too costly

People high in ______ are responsive to others' social and interpersonal cues.

Emotional intelligence

Matt is frequently nervous, tense, and worried, both at work and at home. He likely scores low on which of the Big Five personality dimensions?

Emotional stability

Tomás, a sales associate in the furniture department of the Larkspur Department Store, reports to Carolina, the furniture department manager. This morning, Carolina asked Tomás to change the price tags on the desk chairs. While working on this task, David, the computer department manager, told Tomás that he wanted him to unload some computers. Tomás is confused about what to do because under the principle of unity of command,

Employees should report to no more than 1 manager

Deshawn started a new type of business that provides new and unique services that did not exist before his efforts. Deshawn is acting as a(n)

Entrepreneur

Organizational opportunities in a SWOT analysis are

Environmental factors that the organization may exploit for a competitive advantage

Susana keeps a close eye on her company's internal and external environment to discover possible opportunities for new products and to discern possible threats from the competition. In which activity is Susana engaged?

Environmental scanning

Which of the following is a step in the control process?

Establish standards

The employees of Mom's Pizza, a local pizza restaurant, feel that the owners and managers really try to follow the ethical policies outlined in their company's code of ethics. Pete, a cook, said that "Just today, Joe, our manager, called our supplier to let them know we received an extra case of tomatoes that we did not pay for. And they do this type of thing almost every day." Mom's Pizza maintains a(n)

Ethical climate

Organizational dimensions, the outer layer of the diversity wheel, include all of the following except

Ethnicity

______ is the belief that one's native country, culture, language, abilities, or behavior is superior to those of another culture.

Ethnocentrism

Which of the following may be done as corrective action in the control process?

Evaluate performance and take action

A year after she assisted Thomas Engineering in making changes to an employee incentive plan, Kara, an OD consultant, is visiting the company to determine if the changes were helpful. Kara will compare sales and turnover data from the last three years to the current year. Kara is in the ______ stage of the OD process.

Evaluation

Olivia, the owner of The Town Gazette, a small city newspaper, started her business two years ago, believing that there was still enough demand for her product. However, because people are busy and because so much news is now available online, she has seen the demand for her paper drop steadily. Olivia made a decision to change the original direction of the company and focus more on an Internet news service. Olivia is relying on _______ by demonstrating that managers need to think and act as if their company is an unfinished prototype, and by seeing her business as outsiders do.

Evidence-based decision making

Espoused values are _____. For example, Hewlett-Packard stresses the "HP Way," a collegial, egalitarian culture that gave as much authority and job security to employees as possible.

Explicitly stated values and norms preferred by an organization

To focus on improving company customer service this year, the CEO of a pet food manufacturer outlined a list of stakeholders to concentrate on: distributors, local communities, and the mass media. These three groups are

External stakeholders

A company with a market culture has a strong internal focus, and it concentrates on developing the business and marketing plans, as well as helping employees market their product(s).

False

A company's organizational structure is its formal and informal marketing systems of goods, services, ideas, and customer relationships.

False

A manager should administer punishment in public in front of employees because the embarrassment enhances the punishment and its effectiveness.

False

A process innovation is a change in the appearance or the performance of a product or a service or the creation of a new one.

False

Adaptive, flexible organizational cultures are less likely to foster transformational leadership than bureaucratic ones.

False

An organizational structure is a set of shared, taken-for-granted implicit assumptions that a group holds and that determines how it perceives, thinks about, and reacts to its environments.

False

As businesses are going green today, sustainability programs have produced environmental benefits, but unfortunately, they have also resulted in higher costs and lower revenues, and at times, they have hurt organizations competitively.

False

B corporations are ones whose stocks are not listed on NASDAQ or as part of the Dow Jones Industrial Average.

False

Because all work ultimately entails some human interaction, effort, or involvement, Bossidy and Charan believe that focusing on organization synergy is the most important process in strategy execution.

False

Brilliante Pens, a 125-year-old pen manufacturer, markets very high-quality pens, many of which cost more than $1,000 each, to executives globally, always maintaining its reputation of superior value in its narrow market. Brilliante is using a cost-focus strategy.

False

During annual inventory week, a department store may ask its employees to work 12 hours a day instead of the usual 8. During tax-preparation time, the store's accounting department may work similar hours. Although accounting employees are in a different department from stockroom and sales employees, it's reasonable to expect that the accounting employees wouldn't be terribly upset by the temporary change in hours because they've seen it in effect elsewhere in the store. This is an example of innovative change.

False

Tanesha works for a line of sporting goods stores. In her role, she makes strategic long-term decisions about her company's overall direction, and she creates the overall corporate goals, policies, and strategies. In light of these tasks, Tanesha must be a middle manager.

False

The AFL-CIO is an example of a for-profit organization, and the March of Dimes is an example of a nonprofit organization.

False

The planning/control cycle has two control steps: (1) control the direction by comparing results with the plan and (2) control the direction by increasing organization diversity and synergy.

False

The vice president of human resources is a first-line manager.

False

Those with a high need for achievement may be the least efficient managers because they may resist making decisions that make others resent them.

False

When Holiday Inn Express stated that the organization strives to "be the primary source of hospitality in the communities" it serves by providing its customers "the best possible experience and by being good neighbors," it is stating its code of ethics.

False

When Pablo and his partner wrote the mission statement for their fitness center, P&P Fitness, it did not include descriptions of their customers or the products and services they offer, because those descriptions belong in a vision statement.

False

Your supervisor says the company needs you to stay late to meet an important deadline, but your family expects you to be present for your child's birthday party. You are experiencing role overload.

False

What are the three sources of a unique and valuable strategic position?

Few needs, many customers; Broad needs, few customers, Broad needs, many customers

Examining how the organization looks to shareholders is part of which of the balanced scorecard perspectives?

Financial perspective

Donna manages the service desk and makes routine decisions related to customer refunds and merchandise returns. Donna also oversees the daily tasks of the cashiers and front desk employees. Donna is a(n)

First-line manager

A _____ budget allocates resources on the basis of a single estimate of costs.

Fixed or static

Many companies are interested in expanding globally in order to

Gain access to supplies, new markets, and lower labor costs

Because the production division at Heavenly Gates Inc. is $10,000 below budget due to process improvements, this year 30 percent of the savings will be returned to the division to spend as desired, as a form of

Gainsharing

____________ is ordering an outcome, when a manager relies on his or her formal authority and power to resolve a conflict, but the needs of the other party are largely ignored.

Forcing

The _____ is the law that makes it illegal for employees of U.S. companies to make "questionable" or "dubious" contributions to political decision makers in foreign nations.

Foreign Corrupt Practices Act

Molly organized several teachers to discuss the school's interior painting scheduled for the summer. They looked at several brands and heard a presentation by a designer who then helped them choose a color palette to recommend to school administrators. In this instance, the teachers made up a(n)

Formal group

Personal Care Products recently introduced a new acai berry shampoo. Rinn, director of new product development, has just reviewed the dismal results. As it appears that his team adequately researched the product's acceptance by consumers prior to its introduction, he is confused by the outcome. But to keep his team open to innovation, Rinn should

Foster an innovative culture and climate that permits experimentation, risk taking, and failure

Patsy, a registered nurse, has decided to start a home healthcare service to assist with the medical, meal preparation, and light housecleaning needs of older adults. To grow her business, Patsy is focusing her marketing efforts on the older adult population; in these efforts, she is involved with the _____ environment.

General

Companies that develop and sell smartphone apps would be wise to focus their efforts on ____, who were born from the mid-1990s to the mid-2000s.

Generation Z

IT Technology has designed its corporate structure with divisions based on their location. For example, there are the Southern and Northern Divisions, and globally there are the European Division and the Asian Division. IT Technology is an example of a structure with

Geographics divisions

During Lewin's changing stage, managers should

Give employees new information, perspectives, and models for behavior

Elvira is using the rational model of decision making. The alternative that she chose and implemented does not appear to be working. To correct the situation, Elvira should consider

Giving it more time, changing it slightly, trying another alternative, or starting over

CH 4!

Global Management!

A ______ is a specific commitment to achieve a measurable result within a stated period of time.

Goal

Management by objectives (MBO) and goal cascading will not work without an effective

Goal-setting process

Managers can increase overall productivity by increasing the efficiency of all the following except

Goals

The principal by-product of the norming stage of team development is

Group cohesiveness

CH 13!

Groups & Teams!

With a hollow structure, the organization

Has a central core of key functions and outsources others to vendors who are less expensive or faster

The multiplier effect states that a manager's influence on the organization

Has implications far beyond the results that can be achieved by one person acting alone

Gregory was talking with Kareem, his assistant manager, saying, "When I make a decision on which employees will do a project, I use three simple factors, which I call my decision-making 'rules of thumb.' I consider their attitude and knowledge, and how hard they work." Gregory's rules of thumb, _________, is what he uses when making a decision.

Heuristics

_____ causes people to view events as being more predictable than they really are.

Hindsight bias

Administrative oversight given to self-managed teams does not typically include

Hiring & Firing

The United States limits the amount of cheese purchased from other countries; this is a(n) ____ policy .

Import Quota

Studies show that dealing with excessive and unimportant e-mail and text messages in the workplace can lead to

Increased employee conflict and stress

CH 7!

Individual & Group Decision Making!

Which of the following is not a characteristic of a successful control system?

Inflexible to optimize control

In all but the worst weather, Beth and three coworkers met each day at 12:15 to walk the wilderness trail behind their office building. The four co-workers are an example of a(n)

Informal group

A sales forecast is an example of an organizational control from the _____ area.

Informational

Which of the following is not a hindrance to perfectly rational decision making?

Inituition

Northstar Insurance is about to begin using a program that will change the way its adjusters settle insurance claims. Adjusters will be able to complete an adjustment and issue a check right at the scene of the accident. Although employees are uncertain that the new system will work, other insurance agencies have been successful with this approach. At Northstar Insurance, the new program represents ________ change.

Innovative

Sparkling Clean, Inc. is considering implementing a system that will pay its cleaning workers based on the number of completed residential jobs, coupled with satisfactory ratings on random inspections to ensure quality. This system is new to the organization, and it is an example of __________ change.

Innovative

Greg, the president of an IT company, is friends with Jack, the CEO of HyperTech, a company that develops and manufactures computer hardware. Jack tells Greg that HyperTech is about to announce the creation of a revolutionary new computer processor that will quadruple processing capacity and cause HyperTech's sales and profits to skyrocket. Greg then purchases a large number of shares of HyperTech company stock before the news of the new computer processor is made public. In which illegal activity has Greg engaged?

Insider trading

______ is the expectation that successful performance of the task will lead to the desired outcome.

Instrumentality

At his review last year, Bryan was promised a 20 percent raise if he met his production goals. Raises were included in today's paychecks, and although Bryan has met all of his goals, he received only a cost-of-living raise. In the future, Bryan's ______ will probably be ______.

Instrumentality; Low

The scientists, nurses, and doctors who work for Medical Technology, an organization that researches the cure for several diseases, work together for a common goal of ending these illnesses. Medical Technology provides an example of

Integration

House's revision of his theory puts more emphasis on the need for leaders to foster

Intrinsic motivation through empowerment

Sal has been in the landscaping business for over 40 years. When Jaime, his business partner, suggested adding snow removal as an extra service, Sal responded with "My gut feeling is to say yes because of my experience in the past and what I have seen other companies do over the years, both successfully and not." Sal is acting on _____ in his response to Jaime.

Intuition

Smith Commercial Development has effective control processes, allowing its managers to discover ______ in bookkeeping right away, before a would-be embezzler could seriously affect its business.

Irregularities and errors

What is the primary objective of a plan?

It outlines how goals are going to be met

Roberta, the computer department manager at IT Mart, is considering whether to use a group to develop a plan to help employees sell extended warranties on technology sales. Roberta should consider having the group make this decision if

It will increase the acceptance of the plan

__________ is the process of increasing the number of tasks in a job to increase variety and motivation.

Job enlargement

Workplace stress diminishes all of the following except

Job turnover

Elizabeth is a chef and the kitchen manager in an upscale restaurant. She is very knowledgeable in both the culinary and restaurant management fields. Because she possesses these technical skills, Elizabeth can be considered a(n) ____ worker.

Knowledge

Which of the following jobs are least likely to be taken over by automation?

Knowledge-work jobs that require creativity and problem solving

With regard to boards of directors, and in particular their oversight of the CEO, the board of directors' _______ is the biggest complaint.

Lack of independence from the CEO

Which of the following is a common reason that some women face a glass ceiling?

Lack of mentors

The power that managers have resulting from their formal positions within organizations is called ______ power.

Legitimate

A person's overall satisfaction with work depends on how he or she feels about several components. Which of the following is not one of these components?

Life outside of work

Revised path-goal theory indicates to managers that they must consider

Modifying their leadership style to fit employee and task characteristics

Greg, the marketing manager, is constantly seeking information about his competition while looking online or speaking to people. Greg is playing the ___ role.

Monitor

Carol really doesn't like her new boss and is not happy with the new tasks she's been assigned and the long hours she's been working. Still, she truly believes in what the company is trying to accomplish. Carol has

Low job satisfaction???/

____ is the process for motivating employee performance in which the manager and employee jointly set objectives for the employee, the manager develops action plans, the manager and employee periodically review the employee's performance, and the manager makes a performance appraisal and rewards the employee according to the results achieved.

MBO

Which of the following would be considered a negative interpersonal trait often found in leaders?

Machiavellianism

Gregson Production is keenly aware of the need to strive daily to produce goods and services more effectively than its competitors. Therefore, Gregson's management strives to ____ in order to achieve this standard.

Maintain quality and efficiency

Tension was apparent as the management team discussed changes to promotion requirements. But then Chris made a joke about Jake's white-knuckled grip on his pen, and the laughter seemed to lighten the mood. Chris was acting in a ______ role.

Maintenance

According to Herzberg's theory, the first thing managers of employees who dislike their jobs should do is to

Make sure pay levels, policies, and working conditions are reasonable

Which of the following is NOT a step in the process of management by objectives (MBO)?

Managers determine each employee's strengths and weaknesses

Don works diligently to accomplish the company goals in an efficient and effective manner, utilizing his employees through planning, organizing, leading, and controlling company resources. Don is

Managing

CH 11!

Managing Individual Differences and Behavior

Becoming a managers offers

Many rewards apart from money and status

______ are Mexican manufacturing plants with low labor costs that give special privileges to their American owners in return for employing Mexican citizens.

Maquiladoras

Techniques for improving quality include all of the following except

Market share

McClelland's need for achievement corresponds most closely to

Maslow's self-actualization needs

You are a senior manager at a large consumer goods company. The company president has noticed that recent college graduates and junior-level employees tend to gravitate toward you. They come to you for advice and ask for your opinion on important matters, even though you are not their direct supervisor. The president realizes that you are acting as a(n) _____ to junior employees.

Mentor

According to Herzberg's two-factor theory, only ______ factors can make employees satisfied with their jobs.

Motivating

CH 12!

Motivating Employees!

___ is the overall goal of MBO.

Motivating employees

Free trade is the

Movement of products between countries without political or economic obstruction

_____ are the two kinds of spans of control.

Narrow & Wide

With the community interested in eating healthy, Sue Ellen, a restaurant owner, is considering adding more vegetarian dishes to her menu. This decision is uncertain and risky, and she finally decides to go with her gut feelings. Sue Ellen is exhibiting

Nonrational decision making

The stage of team development during which a group sets guidelines about issues like attendance and punctuality is the ______ stage.

Norming

_____ can be another term used for a goal.

Objective

_______ are the rituals and ceremonies of a company, as well as the manner of dress, awards, myths and stories told about a company.

Observable artifacts of organizational culture

Susan is a front-line supervisor in a grocery retailer. She desires to decrease the time she spends working on doing her daily closing work by 45 minutes. This objective set by Susan and for her is an example of a(n)

Operational goal

Christopher's Restaurant and Catering serves delicious vegetarian and vegan dishes. So when the local community became interested in eating a healthier diet, Christopher's benefited. In a SWOT analysis, the changing community attitudes are an example of a(n) _____ for Christopher's Restaurant.

Opportunity

Patricia is the owner of a floral shop. A successful global candle company approached her about selling its products in her shop. Patricia knows this product and company can help her exceed her existing goals. Selling candles is a(n) _____ for Patricia.

Opportunity

Organizational design is concerned with an organization developing

Optimal structures of accountability and responsibility to execute its strategies

Phone Tech, a global phone company, frequently needs to respond quickly to fast-changing consumer tastes with its smartphones. Therefore, Phone Tech has fewer rules and procedures than most organizations, and networks of employees are encouraged to cooperate and respond quickly to unexpected tasks and changes in technology. Phone Tech is utilizing a(n) ____ structure.

Organic

CH 10!

Organizational Change & Innovation!

CH 8!

Organizational Culture, Structure, & Design!

________ behaviors are employee behaviors that exceed the work-role requirements for the job.

Organizational citizenship

According to the competing values framework, the four types of ______ are clan, adhocracy, market, and hierarchy.

Organizational cultures

Jean-Paul, the store manager at an H&M outlet, was speaking with Patty, his new assistant manager, about the store's system of job relationships; he also explained whom she will report to and who will report to her. Jean-Paul said, "This structure is one of the things that motivates our employees to work together to achieve our company's goals." Jean-Paul was telling Patty about the store's

Organizational structure

____ occurs when people's subjective confidence in their decision making is greater than their objective accuracy. For example, Sara thinks she is a superb writer and editor, but her reports are always filled with typos, grammatical errors, and sentence fragments.

Overconfidence bias

Recruiters for Mountainview College were under extreme pressure to increase an enrollment goal by 10 percent. As a result, they admitted many students who were marginally qualified and who performed poorly in classes. This is an example of which problem associated with control systems?

Overemphasis on means instead of ends

José has a summer job hand-dyeing shirts that will be sold on the boardwalk. He is paid $5.00 per shirt. José is being paid on a ______ compensation plan.

Pay-For-Performance

A company's overall ability to execute is a function of effectively executing according to three processes, but Bossidy and Charan believe that the _____ process is the most important.

People

Don has managed several restaurants for over 50 years and is close to retirement. With his maturity and business experience, his decisions are sound, based on solid, proven values. Don tends to be an independent thinker who focuses on empowering his employees. Don manages at Kohlberg's ______ level of personal moral development.

Postconventional

______ consists of stable psychological traits and behavioral attributes that give a person his or her identity.

Personality

Mr. Smythe, a wealthy businessman who made his fortune in the oil industry, understands the importance of a college education, so he has donated over $10 million over the last several years to colleges and universities. Mr. Smythe's actions are an example of

Philanthropy

Which of the following is not one of Scott Berkun's seeds of innovation for organizations?

Philanthropy

Maslow's levels of needs, in order from lowest (most basic) to highest level, are

Physiological, safety, love, esteem, and self-actualization

While sitting at her desk, Ann is setting goals and deciding how to achieve them. She is

Planning

With increasing competition in the restaurant business, Sal, owner of Mom's Pizza, is dealing with growing uncertainty. He is meeting with his managers to develop a future course of action to meet company goals. This process is known as

Planning

CH 5!

Planning!

To ensure that plans are moving in the right direction, managers can use the

Planning/Controlling cycle

Tom and his fiancée Susan decided to have their wedding on a beach in Acapulco, Mexico. Local businesses provided most of the services for the wedding, such as the limousine and the catering services. Throughout the weekend of the wedding, the couple found that workers and limos arrived late; so did the priest who was performing the wedding. In response to the couple's frustration, the Mexican workers remarked, "Ustedes tienen que ser flexibles," which in English means "You have to be flexible with time." This attitude regarding time is

Polychronic

David's peers were surprised when he received a promotion and suddenly became their supervisor. They thought he was rather unreliable and weren't sure he was up to the task. According to the contingency model, David has

Poor leader-member relations

The profits of ABC Grocery have dropped significantly over the last several months. After investigating, the owner realizes that many of the store's departments are moving in the wrong direction. The owner realizes that these departments need stronger and closer management, but she also realizes that she has not provided her managers with enough direction regarding her expectations for the store's goals and the employees' performance. This example shows how an organization can progress in the wrong direction as a result of

Poor planning

CH 14!

Power, Influence, & Leadership!

Monochronic time is a

Preference for doing one thing at a time

Using threats or intimidation to persuade someone is which influence tactic?

Pressure

Which of the following is not characteristic of an external audit?

Primarily used when management suspects embezzlement

Paolo is always coming up with new ideas and seeking funding to explore them. He sees opportunities in the marketplace and wants to be the first person to come up with new products and services that customers want. Paolo, a person who is apt to take initiative and persevere to influence the environment, has a(n) ______ personality.

Proactive

The management department at a local university began posting all assignments and other class materials to a course management website instead of creating a packet or printed materials for students to purchase each term. The management department is implementing a ______ innovation.

Process

_______ perspectives are theories that try to understand the thought processes by which people decide how to act.

Process

A technological innovation that improves the performance and speed of a computer's operating system would be considered a(n) ______ innovation.

Product

A _____ is a single-use plan encompassing a variety of projects or activities.

Program

A tax on automobiles imported into the United States that raises prices on imported vehicles to make the price of cars produced in the United States more competitive is a(n) ______; a tax on all oil imported into the United States, which is implemented to raise money for the U.S. government, is a(n)

Protective Tariff; Revenue Tariff

A mission statement expresses the

Purpose of an organization

Standards are best measured when they are

Quantifiable

Links Cable Network has decided to offer a one-hour appointment window for customers needing installation or repair of its service, which will require the company to have several technicians on call. Links hopes this practice will give it an advantage over the competition, none of which have adopted such a practice. Links Cable Network is introducing a(n) ______ change.

Radically innovative

_____ is the amount of acceptable deviation from a standard, determined when the standard was established.

Range of variation

________ change is made in response to arising problems or opportunities. BP's response to an explosion on a drilling platform in the Gulf of Mexico is an example of this kind of change.

Reactive

Which of the following is the best statement of a goal?

Reduce production errors by 10% by the end of the quarter

Trina is outgoing, warm, and truly inspirational when she talks about where she wants to lead her division. Her employees seem eager to do anything she asks. Because of her personality and not her position, Trina has ______ power.

Referent

Being able to ____ is a key benefit for those who study management.

Relate to their managers and deal with organizations from the outside

Research indicates that women tend to display more _____, while men tend to display more ______.

Relationship leadership; Task leadership

Dwight, the general manager of a hotel, knows that one of his housekeeping employees has a serious substance-abuse issue. Dwight knows that because of the seriousness of the issue he needs to talk with the employee. However, his assistant manager asks Dwight if he would like her to deal with it. Dwight knows this is not the best option, but he agrees, knowing it is the easy way out. Dwight's decision is an example of

Relaxed change

Local communities are stakeholders of organizations because communities

Rely on the tax base from companies and the jobs the company provides

Phil, the store manager, recently had to fire Sue, an employee who graduated from North College. He felt that Sue was not well trained at her school. So when Steven, also a graduate from North College, applied for Sue's old position, he did not want to consider hiring him, feeling Steven also probably did not receive the proper training. Phil was affected by _____ bias.

Representativeness

Spark, Inc., which manufactures the fireworks that municipal governments buy to put on their annual fireworks shows on the Fourth of July, moved most of its manufacturing operations from the United States to China a decade ago. Now, Spark is moving production back to the United States because the company's managers are uncomfortable with many Chinese business practices. Spark, Inc. engages in __________ when it moves its operations back to the United States.

Reshoring

________ is an emotional/behavioral response to real or imagined threats to an established work routine.

Resistance to change

In equity theory, employees are motivated to

Resolve feelings of injustice and see fairness in the rewards they expect for task performance

You have important clients in town who want to have dinner with you, but your mother has a plumbing leak and has asked you to come over and shut off the water until she can get it fixed tomorrow. You are experiencing

Role conflict

When others' expectations exceed one's ability, ______ occurs.

Role overload

A ______ is a standing plan that designates specific required action.

Rule

Boring, tedious jobs generally reduce people's perceptions of their

Self-efficacy

Gig companies, such as Amazon, Google, and Apple, are no longer content simply to enhance part of your life. Their new strategy is to build a device, sell it to consumers, and then

Sell them the content to play on their device

Amy, the manager of a branch location of a large travel firm, treated company resources as if they were her own and encouraged continued development and training of her employees. She cared about the staff deeply and even organized international volunteering activities to promote their growth. Amy could best be described as which type of leader?

Servant

Starbucks CEO Howard Schultz has made sure his employees have health insurance and work in a positive environment. He could best be described as which type of leader?

Servant

______ in a low-context culture.

Shared meanings are derived primarily from written and spoken words

Firms such as General Motors and McDonald's actively collect information about customer preferences and try to address them in their new products. General Motors and McDonald's are actively trying to adapt to

Shareholder, customer, and market changes

Research shows that followers seek and admire leaders who create feelings of

Significance

What mechanism is used to provide a systematic assessment of an organization's performance in implementing socially responsible programs, often based on predefined goals?

Social audit

As the CEO of a company that produces products for schools, Hannah believes that her company needs not only to produce a profit but also to do things that benefit society. _______ guides Hannah's beliefs.

Social responsibility

"What is the assessment of the external environment? What are the critical issues facing the business? Can the business execute the strategy?" According to Bossidy and Charan, a ______ should address these some of these questions.

Strong strategic plan

At UPS, delivery ______ vary according to whether a route is urban, suburban, or rural in nature, because conditions vary in each type of route.

Standards

________ is the tendency to attribute to an individual the characteristics one believes are typical of the group to which that individual belongs.

Sterotyping

Depak's team was not making much progress on defining a new production process. Nicole was being very uncooperative. She did not agree with Depak's direction, and she has not completed her tasks. This team is in what stage of group development?

Storming

The group development stage in which individuals test the leader's policies and assumptions as they try to determine how they fit into the power structure is the ______ stage.

Storming

CH 6!

Strategic Management!

According to Kaplan and Norton, _______ maps are "visual representations of a company's critical objectives and the crucial relationships among them that drive organizational performance."

Strategy

Many customers shop at Organic Foods because of the employees' extensive product knowledge. In a SWOT analysis, the employees' high levels of product knowledge are an example of the company's

Strengths

Setting a very challenging goal for yourself, such as "I will double the number of hours I study next semester so that I can increase my GPA by at least half a point," can keep you motivated and focused on achievement. This type of goal, which involves pushing yourself beyond what you mind might think is safe is known as a(n)

Stretch goal

Judith supervises a call center department that receives stress-producing calls from unhappy customers. Turnover has increased by 33 percent over the last four months. Judith is understanding and patient with her staff, and tells them she knows what they're going through since it wasn't so long ago that she took those calls. According to revised path-goal theory, Judith is using a(n) ______ leadership style.

Supportive

According to Chester I. Barnard's classic definition, an organization is a

System of consciously coordinated activities or forces of 2 or more people

The top management of Tasty Foods, a food distribution company, has set strategic goals of increasing organizational market share and also decreasing corporate costs over the next three years. Greg, a division manager for Tasty Foods, has looked at his resources, and he has decided how his division can contribute to the two strategic goals set by upper management: (1) by partnering with another company and (2) by hiring a procurement manager to negotiate lower prices from vendors. Greg's next step is to roll out his ____ to his staff.

Tactical goals

Prior to 1990, the United States imposed a tax, known as a(n) ________, on automobiles imported from Mexico.

Tariff

James manages his employees by carefully monitoring their production, comparing what they do to predicted schedules and desired budgets. James can best be described as a ______ leader.

Task-oriented

Marcel supervises a group of paralegals serving the firm's lawyers. He gets along well with his employees, and he has created detailed procedures for all the types of legal document they encounter. Marcel hires and fires; he also gives work assignments, performance appraisals, and promotions. The optimal leadership style for Marcel is _____ according to the contingency model.

Task-oriented

Fiedler's contingency leadership model determines if a leader's style is

Task-oriented or relationship-oriented

Routine tasks and paperwork, as well as jobs that help your subordinates grow, are

Tasks that a manager should delegate, according to Odette Pollar

A _______ is a small group of people with complementary skills who are committed to a common purpose, performance goals, and approach for which they hold themselves mutually accountable.

Team

Of the following, which is not a core job characteristic?

Teamwork

Which of the following is NOT a good piece of advice for those who travel for business?

Technology-based meetings conducted through videoconferencing are often as effective as expensive, time-consuming domestic or business travel.

Which statement is NOT true of the BRICS countries?

The BRICS countries have joined together to form a trading bloc

CH 1!

The Exceptional Manager!

CH 3!

The Manager's Changing Work Environment & Ethical Responsibilities

Rites and rituals are ____. For example, employees of New Belgium Brewery in Fort Collins, Colorado, get a free brewery-hopping trip to Belgium after being employed by the company for five years.

The activities and ceremonies that celebrate important occasions and accomplishments in the organization's life

________ in an organization is the division of labor. For example, in a publishing company, there are people who acquire manuscripts (sponsoring editors), people who edit manuscripts (developmental editors), and people who turn manuscripts into printed books (production editors).

The arrangement of having discrete parts of a task done by different people

Which one of the following is one way to think about management?

The art of getting things done through people

______ is the process of having two people or groups play opposing roles in a debate to better understand a proposal.

The dialectic method

According to the GLOBE project, in-group collectivism refers to

The extent to which people should take pride in being members of their family, circle of close friends, and work organization

______ requires a manger to visit an earlier step in the strategic-management process in order to revise actions if necessary.

The feedback loop

The motivating potential score (MPS) is calculated as part of using

The job characteristics model

According to the systems model of change, which of the following is not an input?

The organization's products or services

______ is the tendency to remember recent information better than earlier information.

The recency effect

In medium- and large-sized cities, such as Cincinnati, Indianapolis, Chicago, and New York, many residents have been getting rid of their cars. Keeping a car in a city can be very expensive and quite a hassle due to a lack of parking and strong parking regulations that lead to expensive tickets for even minor parking infringements. Residents have learned that they can join services, such as ZipCar, that allow them to "borrow" cars from a fleet when they need them. They pay a monthly fee for the service, and they use an online application to "reserve" a car for when they need it. All of the hassle is gone; the car is ready for them when they need it; and parking is always guaranteed. ZipCar and other companies like it are examples of

The sharing economy

Michael Porter proposed that business-level strategies originate with the primary competitive forces in the firm's environment; these forces are

The threats of new entrants and substitute products or services, the bargaining power of suppliers and buyers, and competitive rivalries

According to Herzberg, which of the following is an example of a motivating factor?

The work itself

Despite your best intentions, it's hard to bring the best evidence to bear on your decisions. Why?

There's too much evidence; and there's not enough good evidence and the side effects outweigh the cure

Individuals are said to be collaborating when

They are sharing information and coordinating efforts to achieve a collective outcome

Which of the following is a characteristic of transformational leaders?

They encourage people to do exceptional things with trust, commitment, and loyalty to produce significant results and change

At Panther Lighting Fixtures, employees were asked how the quality of the company's customer service could best be measured, and management then implemented a survey system based on the feedback. The company has overcome which of the following barriers to success of control systems?

Too little employee participation

The United States uses government regulations, such as tariffs, embargoes, and import quotas, to limit the import of goods and services and to protect U.S. industries against foreign competition. ______ is the use of these regulations.

Trade protectionism

ASEAN is a(n)

Trading bloc consisting of 10 countries in Asia

Which of the following is not a behavioral leadership approach?

Trait

Charismatic leadership is now considered part of ______ leadership.

Transformational

Which of the following is NOT recognized as a key implementation principle of evidence-based management?

Treat your organization as a closed system

"What shall we do about the problem?" is the question that would most likely be asked during the ______ stage of OD.

Treatment or intervention

"Joe drinks too much because he has no willpower; but I need a few drinks after work because I'm under a lot of pressure" is an example of an attribution statement.

True

A business model outlines what customer needs the company will satisfy, the operations of the business, the company components and functions, and the projected revenue and expenses.

True

A principle of Deming management is that quality should be aimed at meeting the needs and expectations of the ultimate user.

True

Adaptive change is the least threatening type of change and is therefore least likely to create resistance.

True

An income statement summarizes an organization's financial results over a specified period of time, such as a quarter or a year.

True

Bureaucratic control is most appropriate for an organization in which the tasks are explicit and certain.

True

Common commitment is the essence of a team, and what differentiates it from a group.

True

Companies can reduce unethical behavior by offering a case-based approach to ethics training that presents employees with ethical dilemmas and clarifies expectations.

True

Conflict is a process in which one party perceives that its interests are being opposed or negatively affected by another.

True

Despite recent pressure from stockholders to increase profits, World Extraction Corp., a global petroleum organization, has maintained a practice of consistently acting ethically by being a good global corporate citizen, taking host-country and global standards into consideration when making decisions, and obeying the laws of host countries as well as international law. World Extraction Corp. provides an example of a company acting in a socially responsible way.

True

Devil's advocacy is the process of assigning someone to play the role of critic to voice possible objections to a proposal.

True

Emily has a charismatic personality, and finds it easy to get others to agree with her. Emily has referent power.

True

Leadership is the ability to influence employees to voluntarily pursue organizational goals.

True

Lee has hired two new employees for her team, Jim and Judy. Jim is outgoing and attractive, while Judy is very bright but seems quiet and unsure. Lee immediately expects Jim to outperform Judy at the job. Lee is likely experiencing the halo effect.

True

Lena works as an order-taker at Fast Burger, a fast-food restaurant. She does not cook food, or even package the final order, but she does input the order and takes payment. Lena reports directly to the shift manager, and she seldom interacts with the general manager. Fast Burger is an example of a mechanistic organization.

True

Martina recently met with her manager, Omari, who spent time motivating her by showing Martina how important she is to the company's success. Martina is now excited to do her part to help the company achieve its goals. Omari was performing the management function known as leading.

True

Motivation cannot be directly observed in another's behavior; it must be inferred from one's behavior.

True

New research shows that the cubicle is not a motivational environment, stifling creativity and morale for many workers.

True

Paul, the vice president of marketing in an international sales organization, is considering opening an office in a new country. He is looking at the current economic, political, legal, and technological global forces in that country that can affect the success of his company's expansion into the new area. These forces that Paul is studying are international forces.

True

Personality test data should be supplemented with information from reference checks, personal interviews, ability tests, and job performance records when hiring.

True

Productivity is defined by the formula of outputs divided by inputs for a specified period of time.

True

Sally has seen such great interest in her scented candles that she has decided to start her own small business selling them. Sally's company can use the Internet and the World Wide Web to operate globally, helping her get a global business started more easily because she can put products on a website and sell worldwide. So, in a sense, the Internet wipes out the former advantages of distribution and scope that large companies used to have.

True

Steve Jobs is an example of a transformational leader; he had a vision of developing an "insanely great" desktop computer.

True

Susan, a district manager for a large retail chain, is comparing the goals of her stores with recent sales. She knows that two stores are underperforming, so she plans on meeting with those managers to discuss corrective action; this process is the controlling managerial function.

True

Teams often enforce norms to help individuals avoid embarrassing situations.

True

The first three steps in the strategic-management process are establishing the mission and the values statement, assessing the current reality, and formulating the grand strategy.

True

To use positive reinforcement, give praise to employees not for showing up for work on time (an expected part of any job) but for showing up early.

True

When parties to a conflict have deeply rooted, opposing value systems, collaboration is inappropriate for resolving the conflict.

True

While in Italy, Tony was able to communicate important information to George, his business partner, via e-mail. Later that day, Tony remarked to George about how helpful it was that he was able to return to their office in New York in less than nine hours. The "global village" refers to this "shrinking" of time and space as air travel and the electronic media have made it easier for people around the globe to communicate with one another.

True

With satisficing, managers look for alternatives until they find one that is satisfactory, not optimal.

True

Which of the following is the best example of bureaucratic control?

U.S. Army

All of the following are reasons why performance falls significantly short of the standard except

Unawareness of performance drop

The best ways to avoid faddish management ideas are to

Understand your own core values, and use this knowledge to create or accept the core values of your company

Appliance America's customer complaints have increased because its drivers often get lost when attempting deliveries, which means that the deliveries arrived late. The drivers have resisted using GPS systems, claiming they know their territories. But managers are now encouraging them to look for the best solution to the increased level of customer complaints. Appliance America is in the ________ stage of Lewin's change model.

Unfreezing

Studies exploring nurses' perceptions about using PDAs in their daily patient practice found initial resistance, with some nurses concerned about the cost and short technological life cycle of these devices. As part of the __________ stage of change, the nurses' managers try to instill in them the motivation to change, encouraging them to let go of attitudes and behaviors that are resistant to innovation.

Unfreezing

To increase profitability, top management of a national retailer needs to decide if it will close several stores. Management knows that by closing the locations, it will save the company millions of dollars and benefit many stockholder groups and individuals. The benefits of closing the stores outweigh the benefits of keeping them open. Keeping the stores open would be advantageous for many fewer people than closing the stores. This logic is an example of the ___ approach to deciding ethical dilemmas.

Utilitarian

The HR manager told Jim that the company pays the total health insurance costs for a family of four. As a single man, this benefit did not seem especially important to him right now. Here, Jim is low on the ______ element of the expectancy theory.

Valence

A ____ statement should describe what the organization stands for, its core priorities, the values its employees embody, and what its products contribute to the world.

Values

Sally, Greg, Juan, and Amar are working on a project for a customer that is aimed at cutting the client's electrical costs. The four members of this workgroup are located throughout the Midwest, and they are utilizing the phone, e-mail, and collaborative computing to complete this project. This workgroup is an example of a

Virtual organization

Phillip said to a close friend, "I am fed up with my company's continual disregard for the environment. They secretly dispose of hazardous chemicals into a nearby stream constantly. I don't know how they get away with it! I am going to call a reporter at the New York Times and reveal what my company is doing." Phillip's decision to tell somebody about his company's actions is an example of

Whistle-blowing

Porter's competitive strategies of cost-leadership and differentiation focus on ____ markets, while the cost-focus and focused-differentiation strategies focus on ____ markets.

Wide; Narrow

Don was recently promoted, and his salary increase includes retirement investment options, so he has decided to take part in an ESOP. This means that Don

Will be buying or receiving shares of his company's stock