Principles of Management McGraw Hill

_____ are systematic tendencies to use information about others in ways that result in inaccurate perceptions.

Biases

_______ control takes advantage of the power of organizational culture to serve a dual function of keeping organization members goal-directed while open to new opportunities.

Clan

Which technique requires managers to respond in writing to questions posed by the group leader?

Delphi technique

_______ are what a person wants; _______ are why the person wants them.

Demands; interests

________ is a critical analysis of two preferred alternatives in order to find an even better alternative for the organization to adopt.

Dialectical inquiry

_______ is a person's perception about the extent to which an input results in a certain level of performance.

Expectancy

Which statement best describes the materials management function of the value chain?

It controls the movement of physical materials from the procurement of inputs through delivery to the customer.

What is the advantage of the flexibility afforded by a matrix structure?

It lets managers keep pace with a changing and increasingly complex environment.

________ is the process through which managers seek to improve employees' desire and ability to understand and manage the organization.

Organizational learning

What is a drawback of bureaucratic control?

Overdependence on rules can slow down decision making.

______ is knowingly and willingly denying diverse individuals access to opportunities and outcomes in an organization.

Overt discrimination

Which function of management involves monitoring the organization in order to determine if the organization is operating efficiently and effectively?

controlling

Expectancy theory posits that motivation is high when

workers believe that high levels of effort lead to high performance, which leads to the attainment of desired outcomes.

_______ estimates the qualifications and numbers of employees an organization will need, given its goals and strategies.

A demand forecast

_______ is the degree to which a job gives an employee the freedom and discretion needed to schedule different tasks and decide how to carry them out.

Autonomy

_______ change is an evolutionary approach to change in which managers at all levels work together to develop a detailed plan for change.

Bottom-up

________ members are the members of a team who bear primary responsibility for the success of a project.

Core

________ is a source of cognitive bias resulting from the tendency to commit additional resources to a project even if evidence shows that the project is failing.

Escalating commitment

_______ provide managers with information to anticipate problems before they arise so problems do not occur later during the conversion process.

Feedforward controls

_____ are the routine social conventions of everyday life, the violation of which is not a moral matter.

Folkways

Which statement is true about the types of groups in an organization?

Formal groups are established to achieve organizational goals.

Which person exhibits an external locus of control?

Francisco is district manager of a sales team; when his team failed to meet their goal, he blamed the economy and the product.

Which act allows employees to claim discriminatory compensation within a set time after receiving a discriminatory paycheck?

Lilly Ledbetter Fair Pay Act

In which scenario is the selection process being used?

Marta determines the qualifications and potential of different candidates by evaluating their background information.

Which act made it legal for workers to organize into unions to protect their rights and interests and declared certain unfair or unethical organizational practices to be illegal?

National Labor Relations Act

_______ entails the removal of an undesirable consequence when functional behaviors are performed.

Negative reinforcement

________ decisions are made in response to unusual or novel opportunities and threats.

Nonprogrammed

In terms of conflict management, what occurs when accommodation takes place?

One party to the conflict gives in to the demands of the other party.

_____ capital is the flow of power and influence around the world using diplomacy, persuasion, and force of arms to protect the right or access of a country.

Political

_______ is administering an undesired consequence to subordinates when they perform a dysfunctional behavior.

Punishment

________ product innovations result in the development of new, often radically different, kinds of goods and services because of fundamental shifts in technology brought about by pioneering discoveries.

Quantum

_______ task interdependence exists when the work performed by each group member is fully dependent on the work performed by other group members.

Reciprocal

________ plans are essential because they allow managers to make changes to their plan should the environment warrant it without losing sight of the need to plan for the long term.

Rolling

_______ technologies are characterized by low task variety and high task analyzability.

Routine

________ is a planning exercise that analyzes the organization's internal strengths and weaknesses as well as the external environmental opportunities and threats.

SWOT analysis

At RST Consulting, employees who come up with and implement cost-cutting strategies receive a percentage of the cost savings. This concept is reflected in the _______ plan.

Scanlon

_______ task interdependence exists when certain tasks have to be performed before others, and what one group worker does affects the work of others.

Sequential

The purpose of ________ is to create teams of expert change agents, known as "green belts and black belts," to take control of the problem-finding and problem-solving process and then to train other employees in implementing solutions.

Six Sigma

________ focuses on improving value chain processes to increase quality.

Six Sigma

_____ refer(s) to specific sets of written instructions about how to perform a certain aspect of a task.

Standard operating procedures

_______ arises when some groups in an organization are more highly regarded than other groups in the organization.

Status inconsistency

_____ are composed of simplistic and often inaccurate beliefs about the typical characteristics of particular groups of people.

Stereotypes

_______ goals are those that both parties in a conflict agree to regardless of the source of their conflict.

Superordinate

_____ allows for the awarding of punitive and compensatory damages in cases of intentional discrimination.

The Civil Rights Act of 1991

According to _____, managers should NOT assume that their employees are working hard, but closely supervise them.

Theory X

What is true about managers who are low on openness to experience?

They are more conservative in their decision making.

What role do employee stock options perform?

They are used to motivate employees to achieve organizational goals.

_____ prohibits discrimination in employment decisions on the basis of race, religion, sex, color, or national origin.

Title VII of the Civil Rights Act

_____ refers to the willingness of one person to have confidence in the goodwill of another person.

Trust

_____ are a set of beliefs that distinguish between what a society considers to be right and wrong, good and bad, or desirable and undesirable.

Values

A ________ organization has few levels in the hierarchy.

flat

Schneider's ASA framework posits that founders tend to hire employees who

have personalities like their own.

Which ratio measures the degree to which managers use debt or equity to finance ongoing operations?

leverage ratios

In the final step in the control process, managers

make changes if needed.

What concept is defined as the thoughts and feelings that tell people what is right or wrong?

moral scruples

During the _______ stage of group development, close ties between group members develop, and feelings of friendship and camaraderie emerge.

norming

Rites of _____ determine how individuals enter, advance within, and leave the organization.

passage

The manager at Bethnay's Bakery regularly speaks with customers to find out what improvements they might suggest to the product and service. The manager is determining if her ________ of what her customers like is accurate.

perceptions

Arthur was just promoted to manager, a goal he has long strived for because he believes this gives him the right to tell everyone else what to do. According to McClelland, Arthur demonstrates a need for ________, or the desire to control others.

power

A decision-making process that is routine or automatic is referred to as

programmed decision making.

Which component of the human resource management (HRM) system is used by managers to attract and hire new employees who have the abilities, skills, and experiences that will help an organization achieve its goals?

recruitment and selection

The _______ is an organization's net income before taxes divided by its total assets.

return on investment

According to SWOT analysis, an increase in local competition or labor costs, or an economic downturn are all potential ________ to an organization.

threats

Time-and-motion study involves

timing and recording the actions taken to perform a particular task.

Prosocially motivated behavior is that which is performed

to benefit or help others.

The team was having a hard time determining what information was the most accurate—the sales numbers they received from the sales force said their numbers were up, but the numbers they received from accounting said that their numbers were down. What element was affecting their decision making?

ambiguous information

Task _______ is the degree to which programmed solutions are available to people or functions to solve the problems they encounter.

analyzability

The difference between entrepreneurs and intrapreneurs is that intrapreneurs

are employed by companies and engage in entrepreneurial activity within those companies.

Jobs that _______ are more likely to lead to intrinsic motivation.

are interesting and challenging

Intragroup conflict is the discord that

arises within a group, team, or department in an organization.

The GLOBE Project looks at nine cultural dimensions, including ________, which focuses on the degree to which members of an organization are confrontational and aggressive in their relationships with others.

assertiveness

The ______ is a management control system that takes a comprehensive look at an organization's overall performance.

balanced scorecard

A fair complaint procedure to investigate charges of sexual harassment should

be managed by a neutral third party.

Which type of appraisal assesses what employees actually do on the job?

behavior

When measuring actual performance,

behavior and output are harder to measure in nonroutine or complex organizational activities.

Saul has an internal locus of control, which means that he

believes his actions can determine important outcomes such as success or failure.

What need identified by Maslow is satisfied by promoting good interpersonal relations and organizing social functions such as company picnics and holiday parties?

belongingness needs

Production blocking causes loss of productivity in

brainstorming.

What is a political strategy that helps managers increase and maintain their power?

building alliances

A(n) _______ team is a group of managers brought together from different departments to perform organizational tasks.

cross-functional

In an attempt to maintain a nonhierarchical structure in her company, Lei decides to _______ by giving lower-level managers and nonmanagerial employees the right to make important decisions about how to use organizational resources.

decentralize authority

A multinational organization is extremely confident about its latest product and releases a single version of the product across the world. The organization is adopting a(n) ________ strategy with its new product.

global

Which element of group dynamics increases as groups become more successful and more attractive to their members?

group cohesiveness

According to Herzberg's motivator-hygiene theory, extrinsic motivation is related to _______ needs.

hygiene

One result of effectively managing diversity is a(n)

increase in retention of valued employees.

Saria is unable to get along with her coworker Holly, as she perceives her to be domineering and rude. Holly, on the other hand, thinks Saria is timid and incompetent. As a result, they can never seem to agree on any work-related matter. This is an example of _______ conflict.

interpersonal

Alexander lives in a country that highly values individualism and the importance of upward mobility. These values are elements of

national culture.

Shirts 'N More manufactures custom shirts for nonprofit groups. Each shirt is designed with input from the customer so they are unique, with a minimum order of 1,000. Which facilities layout would be best for this type of manufacturing?

process

A manufacturing plant takes raw materials and uses them to create hardware that is sold in retail stores. This describes the ________ function.

production

In promoting innovation to team members, the manager's role is to

provide guidance and coaching.

After defining effective strategies to attain an organization's mission and goals, managers are confronted with challenges of

putting the strategies into action.

Asking an employee for sexual favors in return for a promotion, raise, or other work-related opportunity is an example of

quid pro quo sexual harassment.

When Rozanne was asked to determine what resources would be needed to complete the project, she spent weeks gathering information from the affected departments, determining her options, and then choosing the best option. What type of decision making was Rozanne demonstrating?

reasoned judgment

What term refers to the esteem organizations gain when they behave ethically?

reputation

Trade policy is important because it affects the flow of minerals, lumber, and food products between countries. These products are called _______ capital.

resource

When Marcia wanted to fire an employee, she consulted the employee handbook to see what actions she should take. Marcia was referring to

rules.

The tendency to focus attention on individuals who are conspicuously different from us is referred to as the _____ effect.

salience

Too much _______ can reduce the level of learning taking place in an organization.

standardization

Brenda is a new African American female manager at a mostly male company. As such, she is most likely to

start out at a disadvantage because she is a numerical minority.

The CEO of a large chain of hair salons gave an annual speech to the employees via Skype in which she enthusiastically discussed what she wanted to achieve and why the employees were integral to achieving those goals. The CEO was using ________ to motivate her employees.

strategic leadership

When the owner of a small business started the company, she spent time identifying goals, managing resources, and determining the actions leading to the achievement of the goals. This describes making decisions about

strategy.

The _____ environment is the set of forces and conditions that originates with suppliers, distributors, customers, and competitors.

task

Many managers rely on _______, a comprehensive standardized questionnaire compiled by jobholders and their managers, to conduct job analyses.

the Position Analysis Questionnaire

When Marissa found out that Javier was making more than she was for the same job, she went straight to human resources to complain. This is an example of

underpayment inequity.

In _______ interviews, interviewers tend to ask questions they want to ask and do not depend on a fixed set of questions for their interviews.

unstructured

A company's ________ is the coordinated series or sequence of functional activities necessary to transform inputs into the finished goods or services that customers value and want to buy.

value chain

Which circumstance would most likely involve a team member engaging in social loafing?

when rewards are linked to group performance

The most senior manager at a company is the

CEO.

_______ resolves conflicts and disputes through negotiations between labor unions and managers.

Collective bargaining

________ is a critical analysis of a preferred alternative, challenging the choice and defending opposing choices.

Devil's advocacy

________ is a corporate-level strategy that involves a company entering an industry it was previously not associated with in order to produce and distribute new kinds of goods and services.

Diversification

_______ theory is a motivation theory that concentrates on people's perceptions of the fairness of their work outcomes relative to their work inputs.

Equity

________ is the permanent, ongoing, intense competition brought about in an industry by advancing technology or changing customer tastes.

Hypercompetition

The United States has outsourced thousands of IT jobs a year to other countries. What countries have been outsourced to the most?

India, Ukraine, and China

_______ suggests that all people seek to satisfy five basic kinds of needs: physiological needs, safety needs, belongingness needs, esteem needs, and self-actualization needs.

Maslow's hierarchy of needs

_______ conflict is between individual members of an organization, occurring because of differences in their goals or values.

Interpersonal

Why is direct supervision expensive?

Managers can effectively manage only small groups of employees.

What happens in step 2 of the control process?

Managers measure actual performance.

________ is the management of the value chain activities involved in bringing new or improved goods and services to the market.

Product development

_______ is the degree to which a tool or test measures the same thing each time it is administered.

Reliability

_______ states that people learn to perform behaviors, which lead to desired consequences and learn not to perform behaviors that lead to undesired consequences.

Skinner's operant conditioning theory

_______ theory proposes that motivation results not only from direct experience of rewards and punishments but also from a person's thoughts and beliefs.

Social learning

_______ are the pressures emanating from the social structure or a country or society or from the national culture.

Sociocultural forces

______ diversity suggests that managers need to be sensitive and responsive to the needs and concerns of workers who may be less fortunate than themselves in terms of income and financial resources.

Socioeconomic

What occurs in a country when it loses capital?

The rate of unemployment increases.

Anything new or better about the way an organization operates or the goods and services it produces is the result of its

innovation.

How do middle managers contribute toward increasing the effectiveness of an organization?

They suggest to top managers how goals should be changed.

_______ is the degree to which a test measures what it is supposed to measure.

Validity

Which group's activities would most likely involve pooled task interdependence?

a group of teachers who are required to teach the same students

Functional conflict resolution occurs by either compromise or

collaboration.

As a supervisor, Brianna has 16 line workers who report directly to her. This represents a(n) _______ group.

command

Wharton's changed to a _______ benefit plan in order to allow employees to choose the plan they preferred.

cafeteria-style

Paul's company is family-owned and the family members make all decisions about the operation, with lower-level managers having little or no say. This demonstrates Fayol's concept of

centralization.

What is most likely to diffuse dysfunctionally high levels of conflict that are caused by the norms and values in an organization?

changing an organization's structure or culture

According to Mintzberg, management is often ______, which can hinder decision making.

chaotic

Which organizational control system uses shared values, norms, and socialization as measures of control?

clan control

A manager in an entrepreneur role manages diversity in an organization by

committing resources to develop new ways to effectively manage diversity and eliminate biases and discrimination.

In distributive bargaining, conflicts are handled by

competition.

What term refers to a specific set of departmental skills, knowledge, and experience that allows an organization to outperform its competitors?

core competency

Job design can be defined as the process of

deciding how to divide tasks into specific jobs.

When managers are assessing whether alternative solutions can be accomplished in line with an organization's profit goals, they are evaluating the

economic feasibility.

Chloe was concerned about the office layout and its impact on how well her employees were able to use organizational resources to get their jobs done. After observing how often employees had to get up from their desks to walk to the printer down the hall to retrieve a document, she decided to add additional printers that were more strategically located. Chloe was focusing on improving

efficiency.

A manager in a liaison role manages diversity in an organization by

enabling diverse individuals to coordinate their efforts and cooperate with one another.

Increasing the accuracy of perceptions will

ensure that diversity is managed effectively.

A supervisor noticed that Zelda spent a lot of time at the water cooler gossiping about the others. The supervisor asked other employees not to go to the water cooler when Zelda was there. By the end of the week, Zelda was no longer hanging out by the cooler. The supervisor used _______ to control this situation.

extinction

Oded doesn't have to wait until his annual review to know if he is performing his job well. If he isn't, the product is fatally flawed and never makes it to the next stage of development. This describes the job characteristic of

feedback.

What is a negotiation strategy for integrative bargaining?

focusing on interests, not demands

Intrinsically motivated behavior is that which is performed

for its own sake.

If authority is very centralized, it

gives top managers great control over organizational activities.

Brad is a manager who believes that anything can be accomplished if you work hard enough and believe in yourself and your abilities. So, when half of his sales force quit to go work for a competitor, he believed he could convince all of them to stay in spite of the fact that the competitor paid much more and had better benefits. Brad was demonstrating

illusion of control.

Simone preferred not to wait on groups of men at the restaurant, although she really couldn't say why. Simone exhibits

implicit bias.

A company intends to expand internationally but wants the lowest possible risk or uncertainty. The organization is most likely to pursue its global operations through

importing and exporting.

District Clothier applied for a patent for a new kind of undergarment that incorporated a refrigerated gel pack for marathon runners to keep them cool. This company demonstrated

innovation.

The managerial task of leading requires managers to

inspire employees and articulate a vision.

When the barrier to entry is high,

it is easier to obtain customers and keep prices high.

What is a means of increasing coordination among functions and divisions by giving one manager in each division the responsibility for coordinating with the other?

liaison roles

When managers organize divisions according to the type of customer they focus on, they are using a _______ structure.

market

The ________ function of the value chain can help create value through brand positioning and advertising that increase customer perceptions of the utility of a company's product.

marketing

A _______ structure simultaneously groups people and resources by function and by product.

matrix

What allows managers to overcome bounded rationality and make the right decision?

satisficing

A _________ is a broad declaration of an organization's purpose that identifies the organization's products and customers and distinguishes the organization from its competitors.

mission statement

When conformity is _______ and deviance is _______, the level of group performance is highest.

moderate; moderate

According to the approaches to social responsibility, at the low end of the range of companies' commitment to social responsibility is the _____ approach, in which companies and their managers choose not to behave in a socially responsible way.

obstructionist

Intergroup conflict is the discord that

occurs between groups, teams, or departments in an organization.

What is the process by which managers establish the structure of working relationships among employees to allow them to achieve organizational goals efficiently and effectively?

organizing

In a bid to lower its manufacturing costs, the Gallis Watch Company decides to contract the production of its watch straps to an organization in another country. This is an example of global

outsourcing.

Johanne and Fred are park rangers. Johanne is responsible for all the park east of the river, and Fred is responsible for the park west of the river, but they share responsibility for the river itself. If they disagree on an issue relating to the river, the problem is likely a result of

overlapping authority.

A small plumbing and heating company needed an installer, but they had poor experiences in the past with new hires who did not know what they were doing. They decided to have each applicant go on a call with a current installer and demonstrate their abilities under supervision. This is a(n) _______ test.

performance

Which component of the human resource management system not only gives managers the information they need to make good decisions about how to train, motivate, and reward organization members, but also serves a developmental purpose for members of an organization?

performance appraisal and feedback

An employee in an organization has a greater chance of getting a promotion if he or she takes up additional responsibilities that are related to his or her current position in the organization. Employee promotions in this organization are based on

role making.

Programmed decisions are based on

rules and guidelines.

When faced with an oncoming hurricane, Jonah's group came up with a plan for what to do if it caused a lot of damage to the offices, and what to do if their suppliers sustained damage. They also discussed what to do if the damage to the company was minor but employees' homes were damaged. They were engaging in ________ planning.

scenario

Art's college freshman roommate, Wong, always seemed to ace his exams. Whenever Art met an Asian student after that year, he assumed that student was also intelligent. Art is using ________ to organize and interpret information about Asian students.

schemas

A(n) _______ is a group of employees who supervise their own activities and monitor the quality of the goods and services they provide.

self-managed work team

According to the ________ management philosophy, the customer, not managers in quality control or engineering, defines what quality is.

total quality

________ involves the radical redesign of business processes to achieve dramatic improvements in critical measures of performance.

Process reengineering

_______ is the extent to which a job requires that a worker perform all the tasks necessary to complete the job, from the beginning to the end of the production process.

Task identity

What is most likely to diffuse recurring conflicts that cannot be resolved despite repeated attempts?

dismissing employees

In _______, the two parties perceive that they have a finite amount of resources they need to divide, and they take a competitive, adversarial stance.

distributive negotiation

Two companies are bidding on a vacant lot to build an office building. As the bids get higher, they realize that if they bought the building together, they could get it for less money and split the office space. This way they could both achieve their goals. This is an example of

distributive negotiation.

IPG warehouses books, markets them, ships to consumers, and handles the billing and collections for small, independent publishers. IPG is a

distributor.

Increasing the _____ of the workforce is one of the most important management issues to have emerged over the last 40 years.

diversity

Li Wei and Ilana have a lot in common in spite of the fact that LiWei is a 60-year-old Asian Buddhist man and Ilana is a 14-year-old white girl who is Jewish. All of these differences describe Li Wei's and Ilana's

diversity

An inert culture

does not inspire or motivate employees.

A(n) _______ budget is a blueprint that states how managers intend to use organizational resources to meet organizational goals efficiently.

operating

Evelyn wanted to determine her company's _______, so she divided the company's operating profit by its sales revenues.

operating margin

In a(n) ________ structure, authority is decentralized to middle and first-line managers to encourage them to take responsibility and act quickly to pursue scarce resources.

organic

Bureaucratic control is most useful when

organizational activities are routine.

Company XYZ has a document that includes the guiding practices and beliefs through which it views its responsibilities to stakeholders. This represents the company's

organizational ethics.

A small publishing company did not have enough employees to manage all of its projects, so it used _______ by hiring freelancers to manage some of the titles.

outsourcing

Mei, a manager at Hartech Solutions, has developed specific tactics to increase her power to influence and gain the support of other people while overcoming resistance or opposition. Mei is utilizing

political strategies.

Fayol recommended using an organizational chart to show the

position and duties of each employee.

As the owner of G&G Consulting, Rick is responsible for activities that are directly connected to the company's goals and sources of its competitive advantage. Based on the scenario, Rick is

functioning in a central position.

The _____environment includes the wide-ranging global, economic, technological, sociocultural, demographic, political, and legal forces that affect organizations.

general

Kelvin recognized the need for his company to address the competition he was feeling from online sales, and he knew he had to act. What step should Kelvin take next?

generate alternatives

FedEx has divided operations by creating a division in each region of the world in which it operates. FedEx uses a _______ organizational structure.

geographic

Melco, a furniture manufacturer, stocks excess inputs in a warehouse as a measure to meet sudden upturns in demand. This is an example of

just-in-case inventory.

According to Hofstede, societies that are _____ are easygoing, value diversity and equality, and tolerate differences in personal beliefs and actions.

low on uncertainty avoidance

In a(n) ________ strategy, managers try to gain a competitive advantage by focusing the energy of all the organization's departments or functions on driving the company's expenses down below the expenses of its industry rivals.

low-cost

Freddy, a sales manager, who has been with the company for 20 years, has knowledge and expertise that newer managers don't have. Which political strategy is maintaining Freddy's power?

making himself irreplaceable

All insurance agents in an office are expected to complete 15 calls a day and close at least one sale. Their bonus is dependent on this. In this case, managers are using _______ appraisals to evaluate performance.

objective

People who are considered to be high on negative affectivity

often feel dissatisfied and angry.

In _______, learning occurs in the work setting as employees perform the duties expected of them.

on-the-job training

Which theory suggests that experiencing need frustration at a certain level will cause a person to focus more intently on satisfying a lower-level need?

Alderfer's ERG theory

_____ refers to an organization's ability to outperform others because it produces desired goods or services more efficiently and effectively than they do.

Competitive advantage

Which customer exhibits brand loyalty?

Connie, who only buys shoes designed by Footprint, even when other brands offer less-expensive alternatives

________ is a decision maker's ability to discover original and novel ideas that lead to feasible alternative courses of action.

Creativity

_______ are formal work groups that are composed of members from different departments who are brought together in the skills and knowledge of the team members.

Cross-functional teams

_______ refers to faulty group decision making that results when group members strive for agreement at the expense of an accurate assessment of the situation.

Groupthink

Which theory focused researchers' and managers' attention on the distinction between intrinsic motivation and extrinsic motivation?

Herzberg's motivator-hygiene theory

________ refers to the feelings, beliefs, and hunches that come readily to mind and result in on-the-spot decisions.

Intuition

_______ are the activities that managers engage in to increase their power and to use power effectively to achieve their goals.

Organizational politics

What is an advantage of bottom-up change?

It can deter resistance to change from employees.

What is an advantage of benchmarking?

It helps organizations decide how successful a change effort has been.

What is true about integrative bargaining?

It helps parties in conflict to keep focused on the source of conflict and avoid the temptation to discredit one another.

What is true of globalization?

It increases the interconnectedness of the world's markets and businesses.

What is the relationship between the complexity of a job and direct supervision?

It is more difficult to evaluate an employee who is performing a complex job.

_______ in a group results in low performance due to a group's inability to control its members' behavior.

Low cohesiveness

_____ ethics are standards that govern how members of a profession should conduct themselves when performing work-related activities.

Occupational

_____ supply a company with its productive resources; as a result, they have a claim on or share in the company.

Stakeholders

________ focuses on improving the quality of an organization's products and stresses that all of an organization's value chain activities should be directed toward this goal.

Total quality management

How is a product team structure different from a matrix structure?

Unlike a matrix structure, a product team structure results in employees reporting to either the product team manager or to one of his or her direct employees.

Cho receives a small monthly salary, but the bulk of her compensation comes in the form of a percentage of her sales, known as

a commission.

Francine's Bagels and Giovanni's Pastries both want to expand into Asia, but the costs of entering the market are high. They formed a strategic alliance to establish a new company and share the ownership, and thus the costs. This is called

a joint venture.

According to Hofstede, a society that has a(n) _____ orientation values assertiveness, performance, success, competition, and results.

achievement

The NFL quarterback is the best in the league, mainly because he feels it is important to work hard to improve and he is not afraid of a challenge. According to McClelland, a need for _______ helps to motivate the quarterback.

achievement

According to McClelland, people who are motivated by challenging tasks and who strive to meet personal standards for excellence have a high need for

achievement.

A(n) _______ culture emphasizes entrepreneurship and respect for the employee and allows the use of organizational structures that empower employees to make decisions and motivate them to succeed.

adaptive

When the task force finished revising the guidelines, it was disbanded. In what stage of group development was this group?

adjourning

What type of discrimination complaints have been at record highs over the last decade?

age

As CEO, Mariska has the power to make decisions and use resources to achieve organizational goals. In this role, Mariska exhibits

authority.

The cell phone division of a multinational corporation has granted its research and development department funds to create new technologies to ensure the organization stays ahead of its competitors in the market. This decision by the cell phone division is an example of the organization's ________ strategy.

business-level

A credo of a company refers to its

code of ethics.

Despite an offer of a considerable raise in salary upon joining a new team, Jacob chooses to remain and work in his present team. This implies that Jacob has developed a high degree of group _______ with his present team.

cohesiveness

Organizational _____ is the collection of feelings and beliefs that managers have about their organization as a whole.

commitment

Organizations that produce goods and services that are similar to another organization's goods and services and aim to attract the same customers are its

competitors

Christie really wanted to have the new offices painted sage green, but her partner wanted them to be sky blue, so they decided to combine the two colors and paint it a bluish green. Christie and her partner were engaging in

compromise.

Which type of control is used by employees to constantly monitor the quality of the goods or services they provide at every step of the production process and inform managers as soon as they discover problems?

concurrent control

Top managers and cross-functional team members at a large consumer products division developed a written agreement to guide them in the product development process. The agreement included information on who was responsible for tasks, what resources were needed to complete those tasks, and budgets and time lines. This agreement is called a

contract book.

Sally, a CEO, assigned a team to determine the best location for the new offices, but she narrowed it down to three cities they should consider. What political strategy was Sally using to exercise power in this situation?

controlling the agenda

The highest level of decision making, which involves decisions by the members of the top management concerning the organization's goals, overall strategy, and structure, is the ________ plan.

corporate-level

Organizational _______ is shaped by the interaction of four main factors: the personal and professional characteristics of people within the organization, organizational ethics, the nature of the employment relationship, and the design of its organizational structure.

culture

If Ahmed wants to measure the availability of resources to meet claims of short-term creditors, he would calculate the _______ ratio.

current

As her company's top sales representative, Bridget has learned the value of keeping in touch with her customers so they will come to her when they need other products. Bridget recognizes the need for

customer relationship management.

An automobile manufacturing company decides not to reduce the prices of its sedans despite a fall in prices of sedans across the automobile industry. This is because the company's sedans offer higher mileage than its competitors' models. The company is applying a ________ strategy.

differentiation

What is the key to a good assessment of alternative solutions?

defining the opportunity or threat exactly and then specifying the evaluation criteria

As the U.S. population is aging, programs like Medicare and Social Security are becoming more relevant and urgent political issues. This change in political focus is the result of ________ forces.

demographic

A(n) ________ includes people who work together and possess similar skills or use the same knowledge, tools, or techniques to perform their jobs.

department

A ________ strategy adds value to a product by finding ways to make it better than a competitor's product.

differentiation

A(n) ________ plan pertains to the goals that a department's manager proposes to pursue to help the division attain its business-level goals.

functional-level

Training and development, a component of human resource management, is primarily used to

ensure that organization members cultivate the skills and abilities that will enable them to perform their jobs effectively.

Homer sells four cars every month and can't seem to get past that number. When his manager offers him an extra bonus if he sells five cars in the month, he sells the fifth car the next day. Evidently, Homer is

extrinsically motivated.

The principle of distributive justice dictates

fair allocation of pay, promotions, and other organizational resources among organizational members.

When the new game controller came out, customers soon went on the website to complain that it was difficult to operate because the buttons were too small. The engineers received this information and quickly released a new model with larger buttons. What type of control aided this decision?

feedback control

In a ________ layout, the product's component parts are produced in remote workstations and brought to the production area for final assembly.

fixed-position

Which strategy is based on the use of IT to reduce the costs associated with the product assembly process or the way services are delivered to customers?

flexible manufacturing

Leaders of groups who are appointed by managers are called _______ leaders.

formal

Akira Chinese restaurant sales had peeked, so it started selling frozen dinners in grocery stores under the Akira Chinese name. This is an example of ________ integration.

forward vertical

A fast-food chain is looking to expand its business on a global scale by allowing interested parties in different parts of the world to open fast-food restaurants under its brand name. These interested parties must pay an initial fee to the owner of the fast-food chain and additionally pay a portion of profits on a monthly basis. This is an example of a(n)

franchise.

Which would be a potential strength for an organization in accordance with its SWOT analysis?

having high brand-name reputation among its customers

What refers to rules of thumb that simplify the process of making decisions?

heuristics

What is a disadvantage of using external recruiting?

high costs

Telling lewd jokes or displaying sexually oriented objects about the workplace are examples of _____ sexual harassment.

hostile work environment

Goal-setting theory focuses on

how managers can align the employees' inputs with organizational goals.

Efficiency is a measure of

how productively resources are used to achieve a goal.

A manager who has the ability to understand, lead, and control the behavior of employees shows a capacity for _______ skills.

human

The flow of _____ capital is controlled by the processes of immigration, migration, and emigration.

human

In his new job, Jacob has the responsibility of determining the employee resources his company will need to meet its long-term goals. This aspect of Jacob's job is called

human resource planning.

Margot's organization encourages its members to be proud of their affiliation with the organization and to work together to achieve its goals. This shows the GLOBE Project's cultural dimension of

in-group collectivism.

The purpose of an integrating role is to

increase coordination among functions or divisions to achieve performance gains.

Frederick W. Taylor believed that the amount of time and effort each worker expends to produce a unit of output can be reduced by

increasing specialization.

Which action signifies the escalating commitment of a manager?

increasing the investment of time and money in a course of action and ignoring evidence that it is impractical

Which type of product innovation results in gradual improvements and refinements of products over time?

incremental

According to Hofstede, _____ societies value personal freedom and self-expression and adhere to the principle that people should be judged by their personal achievements rather than by their social background.

individualist

What can decrease the effectiveness of an MBO (management by objectives) system?

influence of personal bias or political objectives during evaluation

A committee was formed to interview a new manager for the cafeteria. No leader was appointed by management, but because he had the most constructive ideas, Martin just effectively assumed the role. Martin is a(n) _______ leader.

informal

The nurses at a hospital get together for lunch three times a week. This constitutes a(n) _______ group.

informal

Which resource is a knowledge resource?

information technology

A manager in a disseminator role manages diversity in an organization by

informing employees about diversity policies and initiatives and the intolerance of discrimination.

A company encourages its employees to solve problems and make decisions on their own when possible. In other words, it encourages

initiative.

Employees form informal _______ groups when they seek to achieve a common goal related to their membership in an organization.

interest

Paul was a district manager in San Francisco. When a district manager position opened up in Boston, he was approached about taking it because the territory needed an experienced manager. This is a type of

internal recruitment.

Simone directed a morning talk show, but felt she had more to contribute. Her manager added the live six o'clock news program to her directing responsibilities. This is an example of

job enlargement.

Diego's manager noticed that Diego was getting bored with his job responsibilities and needed a new challenge, so he sent him to a seminar where he could learn new ways of performing his current job. Then the manager asked Diego to monitor his performance using the new tools. Which job characteristic is demonstrated?

job enrichment

Rashid works for an organization in which authority is centralized, tasks and rules are clearly specified, and employees are closely supervised. Which organizational structure does this describe?

mechanistic

Latosha's boss gave her tasks that would help her professional development, and he provided advice when Latosha was feeling overwhelmed. Her boss was

mentoring.

When an ethical decision is based on maintaining and protecting the fundamental or inalienable rights and privileges of people, which ethical rule is being applied?

moral rights

What term relates to psychological forces that determine the direction of a person's behavior and explains why people behave the way they do?

motivation

When adopting a ________ strategy, an organization customizes products and marketing strategies to specific national conditions.

multidomestic

The two main causes of global crises or disasters are _________ causes

natural and human

Lenny works for a nonprofit, and his job is to work with other companies to find opportunities and create agreements for joint projects that support his organization's mission. Which of Mintzberg's managerial roles is Lenny demonstrating?

negotiator

When you have a business meeting at a restaurant, you turn off your phone and direct your attention to the people at your table. This behavior would be considered a

norm.

New members of a group are required to attend a training session where they are familiarized with guidelines and rules of behavior that group members are encouraged to follow. These guidelines and rules are called group

norms.

Companies and managers taking a(n) _____ approach to social responsibility actively embrace the need to behave in socially responsible ways.

proactive

When Corey's manager gave him his performance evaluation, his manager reminded him that his sales were low because the product had come out late, so he would not be penalized for it. Corey's manager used the principle of ________ justice to evaluate Corey's performance.

procedural

In a ________ layout, machines are organized so that each operation needed to manufacture a product or process a patient is performed at workstations arranged in a fixed sequence.

product

When managers organize divisions based solely on the type of good or service they provide, they adopt which type of functional structure?

product

When the restaurant wanted to raise its reviews from two stars to three stars, the chef worked with his sous chefs to improve on his original recipe for pork tacos that later became the restaurant's star menu item. The chef was a

product champion.

The ________ plan specifies all of the relevant information that managers need to decide whether to go ahead with a full-blown product development effort.

product development

On Monday, Mr. Jones noticed that several employees were avoiding eating meat at lunch, and they told him they were vegetarians. By Friday, Mr. Jones had eliminated all meat from the cafeteria and only served vegetarian meals to accommodate his employees' needs. Mr. Jones was demonstrating

representativeness bias.

When the restaurant was losing money and showed no signs of improving, Curtis made a bold move and overnight changed the focus from dine-in to take-out. What type of change does this represent?

revolutionary

A marketing company uses information technology to allow groups of employees to supervise their own activities by giving team members real-time information about group performance. This is an example of a(n) ________ team.

self-managed

Projects and programs, both of which are specific action plans created to handle nonprogrammed decision making in unusual or one-of-a-kind situations, are types of ________ plans.

single-use

In Becca's job as manager, she is required to be able to perform all of the tasks her employees perform and to take continuing education classes to stay on top of new trends and technologies. According to Hackman and Oldham, it can be said that Becca's job has

skill variety.

A ________ is a group of intrapreneurs deliberately separated from the normal operation of the organization.

skunkworks

An online posting for a civil engineering position lists the knowledge, skills, and abilities that a candidate must possess in order to apply for the job. These requirements constitute a job

specification.

The ________ is a technique that forces managers to choose among competing projects so functional resources are not spread thinly over too many projects.

stage-gate development funnel

Raoul works at a nonprofit organization and coordinates a group that organizes the holiday party for the organization. They have agreed to take on this task for three years, at which time another group will take it over. This group could be considered a

standing committee.

In the second stage of group development, known as _______, group members experience conflict and disagreements because some members do not wish to submit to the demands of other group members.

storming

Vani interviewed 12 people for the supervisor position. She asked all 12 people the same questions so she could compare answers. This is a(n) _______ interview format.

structured

Benji works for a steel company that ships steel beams to contractors for commercial building projects. As such, Benji's company is a

supplier.

In addition to determining the availability and qualifications of current employees, Jacob must also consider the supply of qualified workers in the external market. To accomplish this, Jacob will likely use

supply forecasts.

Companies should consider becoming global organizations because

survival in this day and age demands that organizations operate on a global scale.

Shiri is an attorney for the ACLU, specializing in issues affecting children. She is proud of her work and believes that she is making a difference in people's lives. For Shiri, this job has high

task significance.

Tanisha and her friends all take their cars to Stone's Mechanics because Stone's has demonstrated the ability to figure out complex problems and repair cars. Stone and his mechanics demonstrate ________ skills.

technical

Which management approach advocates that supervisors be behaviorally trained to manage employees in ways that elicit their cooperation and increase their productivity?

the human relations movement

Kruger Company was considering adding extra stores in a minor metro area, but it determined that its main competitor already had several locations there so it decided to put its stores elsewhere. According to Michael Porter, which threat impacted Kruger's decision?

the level of rivalry among organizations in the industry

A needs assessment, which determines the type of skills or knowledge that employees need to acquire, should be done prior to developing

training programs.

The principle of _____ specifies that an employee should receive orders from, and report to, only one superior.

unity of command

According to Henri Fayol, having only one central, guiding plan put into operation to achieve an organizational goal at any given time is called

unity.

Will and Mason both work for the same company in the same job. For Will, the best thing about the job is his manager, who gives him flexibility when he needs it and is always available to help. Mason's favorite thing is his customers, with whom he feels he has a special relationship. Will and Mason have dissimilar _______ because they differ in their preferences for outcomes in their jobs.

valences

Three people from the U.S. division of a consumer research group have monthly videoconferences with two people from the same division of the Asian branch of the company. This type of group is called a(n)

virtual team.

_____ is the ability to understand and manage one's own moods and the moods of other people.

Emotional intelligence

_____ is the tendency of a closed system to lose its ability to control itself and thus to dissolve and disintegrate.

Entropy

_____ are the inner guiding moral principles, values, and beliefs that people use to analyze or interpret a situation and then decide what is the right or appropriate way to behave.

Ethics

________ ethics are standards that determine how people should act in situations when their own self-interests are at stake.

Individual

_____ refers to the system of behavioral rules and norms that emerge in a company.

Informal organization

_____ values guide how the organization and its members achieve organizational goals.

Instrumental

_____ focuses on the use of quantitative techniques to help managers make maximum use of organizational resources to produce goods and services.

Management science theory

Choose the scenario that best exemplifies the justice rule.

Margie is a small-business owner with four employees. It is a diverse staff and Margie pays each the same wages.

_____ are unwritten, informal codes of conduct that prescribe how people should act in particular situations and are considered important by most members of a group or organization.

Norms

_____ is a measure of how efficiently and effectively managers use available resources to satisfy customers and achieve company goals.

Organizational performance

_____ involves simplifying, shrinking, or downsizing an organization's operations to lower operating costs.

Restructuring

_____ refers to the performance gains that result when individuals and departments coordinate their actions.

Synergy

Company ABC encourages its employees to exercise initiative in performing their jobs. When an employee told her manager she didn't feel the tasks she was assigned were really benefiting the organization, he asked her what she would do to improve the process. Which management theory does Company ABC demonstrate?

Theory Y

Monique sees her best friend at work stealing small amounts from the petty cash box. She feels she should tell management, but it is only small amounts and it is her best friend, someone she truly likes. She is trying to determine what is the right thing to do. What is Monique experiencing?

an ethical dilemma

Which example demonstrates a rite of integration?

an office Christmas party

Pietro's feelings and beliefs about his job, such as how satisfied he is with it, are his

attitudes.

Behaviors that are NOT required of organizational members but that contribute to and are necessary for organizational efficiency, effectiveness, and competitive advantage, are called organizational ________ behaviors.

citizenship

As a manager, what type of skill would you need to use if you had to decide if falling sales were a result of a faulty product or an ineffective marketing plan?

conceptual skill

A manager at a construction site often stays late to clean up the work site and to make sure all tools have been properly stored. He doesn't do this because he has been told to do so, but because he believes it is the right thing to do. Based on this information, you would determine this manager to be high in

conscientiousness.

When the board of directors of an automotive parts company reviewed reports on the company's performance to see if it was meeting its previously stated performance goals, it made suggestions for improvement. The board was demonstrating the ________ function of management.

controlling

Organizational _____ is the shared set of beliefs, expectations, values, norms, and work routines that influence how members of an organization relate to one another and work together to achieve organizational goals.

culture

Companies and managers take a(n) _____ approach to stay within the law and abide strictly by legal requirements but make no attempt to exercise social responsibility beyond what the law dictates.

defensive

Hasim's company has a history of choosing appropriate goals and achieving them. By definition, this company demonstrates

effectiveness

When Paulo found out he wasn't getting a raise, he got very angry, but later decided he probably didn't deserve it because he didn't meet his goals. Paulo's first reaction is an example of

emotion

What involves giving employees more authority and responsibility over how they perform their work activities?

empowerment

A company rewarding its most productive employee with an award on a quarterly basis is an example of a rite of

enhancement.

Everyone looks forward to the annual company picnic, which gives them an opportunity to get to know others in the company but also to feel being a part of something bigger than themselves. This demonstrates which of Fayol's concepts?

esprit de corps

A company's ______ is responsible for communicating ethical standards to all employees and designing systems to monitor employees' conformity to those standards.

ethics ombudsperson

Delorea is one of those people who loves her job and always sees the world in the most positive terms. She talks to people on the subway and makes new friends easily. Which of the Big Five personality traits does Delorea exhibit?

extraversion

According to Mintzberg, a manager who outlines future organizational goals to employees at company meetings, opens new buildings, or states the company's ethical guidelines, is playing the role of a

figurehead.

Parul is a manager in a fast-food restaurant, and she supervises employees who serve the food. As such, Parul is a _______ manager.

first-line

Nicola tries to be a good person, so when her coworkers gossip about each other, she walks away and pretends to be doing something else. Nicola is demonstrating her ________ values.

instrumental

Which group is responsible for using a company's financial, capital, and human resources to increase its performance and thus its stock price?

managers

At which level of management would this question be relevant: How should employees be organized to allow them to make the best use of resources?

middle management

As director of human resources, Leah is responsible for creating a formal system of task and reporting relationships to enable employees to meet organizational goals. Leah is demonstrating the _______ function of management.

organizing

Which rule for ethical decision making states that an ethical decision is one that a manager has no hesitation or reluctance about communicating to people outside the company because the typical person in a society would think it is acceptable?

practical

Having multiple hierarchical levels in an organization

slows the pace of planning and organizing.

A company's stance on _____ is the way its managers and employees view their duty or obligation to make decisions that protect, enhance, and promote the welfare and well-being of stakeholders and society as a whole.

social responsibility

According to the ASA model, organizational culture is maintained and transmitted, in part, through

socialization.

Newcomers learn an organization's values and norms and acquire the work behaviors necessary to perform jobs effectively by undergoing

socialization.

What is the term for the standards that govern how members of a society should deal with one another?

societal ethics

Maisie works in a factory that makes and packages dog food. Her only job is to check the weight of the boxes as they come off the assembly line. This is a form of job

specialization.

When Facebook went public, Raoul bought shares in the company and became a part owner. As such, Raoul is a(n)

stockholder.

Every employee at Christy's Candies knows that Christy started the company when she had her first child and couldn't find low sugar, appealing candies for her child. She went through dozens of recipes until she found one that met her high standards. This shows how ________ can communicate organizational culture.

stories and language

Which stakeholder group includes a network of relationships that supply a company with the inputs it needs to operate?

suppliers

An individual's lifelong goals or objectives are described by his or her _____ values.

terminal

When Mario found out his company was going to miss its quarterly projections, he immediately sold all of his stock. He told his friends, and they sold their stock too before the price went down. The stock subsequently crashed and lot of people lost a lot of money. This is an example of

the "tragedy of the commons."

Fred is a district manager. He reports to the regional manager, who in turn reports to the national sales manager. This demonstrates

the line of authority.

The theory of management that has evolved from the middle to the late 20th century focuses on

the organizational environment.

Marian's Jewels has great unity of direction, which means it has

the singleness of purpose to guide managers and workers as they use organizational resources.

Norms are

unwritten codes of conduct considered important by most members of a group.

The management team at a chain of fast-food restaurants was considering raising its minimum wage, but they were concerned that it might reduce profits, which would not make its owners happy. They decided to raise the wage anyway because that decision would provide the greatest good to the greatest number of people. Choosing this option demonstrates which rule of ethical decision making?

utilitarian

Shareholders are interested in how a company operates because they

want to maximize the return on their investment.