16-18

Which of the following characteristics of product quality is defined as the mean time before product failure?

C) Durability

Pamela makes cloth dolls, which she sells to friends and relatives. Her total inventory includes over 200 yards of fabric, 100 yards of ribbon, a box of 500 eyes, stuffing, 20 dolls in various stages of completion, and 15 completed dolls. How many items are in Pamela's finished goods inventory?

C) Fifteen

According to the service-profit chain, which of the following leads to customer satisfaction and customer loyalty?

C) High value service

Which of the following is an important characteristic of a quality product?

C) Reliability

Which of the following quality characteristics can be applied to both goods and services?

C) Reliability

In terms of the characteristics of service quality, if a car servicing company provides satisfactory service to its customers consistently, it is said to be providing a(n) _____ service.

C) Reliable

_____ is the promptness and willingness with which service providers give good service.

C) Responsiveness

_____ is an employee's perception of his or her ability to serve customers well.

C) Service capability

Restoring customer satisfaction to strongly dissatisfied customers is known as _____.

C) Service recovery

The ability to consistently perform a service well is referred to as _____.

C) Service reliability

The steps of the basic perception process are: a. Interpretation, retention, attention, and organization b. Interpretation, attention, retention, and organization c. Attention, organization, interpretation, and retention d. Organization, interpretation, attention, and retention e. Retention, organization, interpretation, and attention

C)Attention, organization, interpretation, and retention

Instead of individual sales people calling on its business customers, Cedartree Tech uses sales teams. The sales team is given complete responsibility for developing long-term partnering relationships with each customer. What kind of control would the company's sales managers most likely approve? a. participative control b. human resources control c. concertive control d. self-control e. administrative control Hide Feedback

C)Concertive control

____ is a measure of performance that indicates how many inputs it takes to produce or create an output. a. Effectiveness b. Performance accountability c. Productivity d. Reliability e. TQM

C)Productivity

Why is productivity important to countries? a. Productivity increases supply and reduces demand for products. b. Productivity reduces taxation. c. Productivity matters because it produces a higher standard of living. d. None of these statements explains why productivity is important to countries. e. Greater productivity results in lower wages. Hide Feedback

C)Productivity matters because it produces a higher standard of living

____ inventories include the basic inputs in a manufacturing process. a. Recyclable b. Component parts c. Raw materials d. Work-in-process e. Finished goods

C)Raw materials

____ are a basis of comparison for measuring the extent to which organizational performance is satisfactory or unsatisfactory. a. Degrees of centralization b. Potentials c. Standards d. Autonomous goals e. Resource goals

C)Standards

__________ is a deviation in the form, condition, or appearance of a product from the quality standard for that product. a. Aberration b. Performance breakdown c. Variation d. Divergence e. Quality underperformance

C)Variation

Unsupervised data mining can be used to recognize ____ patterns. a. affinity, predictive, and adjacency b. association, extrapolative, and predictive c. affinity, sequence, and predictive d. association, affinity, and sequence e. progressive, predictive, and accommodative

C)affinity,sequence,and predictive

In Fiedler's contingency theory, the term ____ refers to the degree to which leaders are able to hire, fire, reward, and punish workers. a. situational unfavorableness b. leader-member relations c. position power d. task structure e. situational favorableness

C)position power

Downtime and lost efficiency are both examples of: a. ordering costs b. depreciation costs c. setup costs d. stockout costs e. holding costs

C)setup costs

According to attribution theory, ____ makes managers more likely to attribute workers' problems or failures to internal rather than external causes. a. closure b. kinesics c. the fundamental attribution error d. the self-serving bias e. the defensive bias

C)the fundamental attribution error

Which of the following is a category of reinforcement schedules? a. instrumental b. adjacent c. variable interval d. synergistic e. contiguous

C)variable interval

____ is communication with someone about non-job-related issues that may be affecting or interfering with the person's performance.

Counseling

Which of the following ratios would be a measure of liquidity for a company?

Current Ratio

_____ is a performance assessment in which companies identify which customers are leaving and the rate at which customers are leaving.

Customer defection

An article on public libraries contained the following statement: "The Balanced Scorecard helps organize and run the library according to a specific strategic plan, while demonstrating the library's value to the community as a whole." When dealing with the customer area of the Balanced Scorecard, the article advised librarians to use customer surveys. Why might this be a poor strategy to use?

Customer surveys are typically misleading, skewed to positive feedback.

_____ is the extent to which it is possible to implement each step in the control process.

Cybernetic Feasability

Five control methods

bureaucratic, objective, normative, concertive, self-control

how do employees try to restore equity when they perceive that they have been treated unfairly

by doing any of these

____ is a control method that encourages managers to look beyond traditional measures to evaluate four different perspectives on company performance. a. Optimization b. Customer churn c. Balanced Scorecard d. Customer defection e. Financial ratio analysis

c. Balanced Scorecard

____ control is a method of gathering information about performance deficiencies as they occur. a. Feedback b. Simultaneous c. Concurrent d. Feedforward e. Stasis

c. Concurrent

____ is the regulatory process of establishing standards that will achieve organizational goals, comparing actual performance to those standards, and then, if necessary, taking corrective action to restore performance to those standards. a. Implementation b. Goal-setting c. Control d. Suboptimization e. Benchmarking

c. Control

____ is a performance assessment in which companies identify which customers are leaving and the rate at which customers are leaving. a. Customer subjectivity b. Customer satisfaction c. Customer defection d. Customer objectivity e. Customer benefitizing

c. Customer defection

Which of the following statements about knowledge is true?

c. Knowledge is the understanding that one gains from information.

Which of the following statements about normative control is true? a. Normative control tends to create an organization that is highly resistant to change. b. With normative control, managers focus on work behavior or outputs. c. Normative control leads to an emphasis on very selective hiring. d. Normative control arises when companies give autonomous work groups complete responsibility for task completion. e. None of these statements about normative control is true.

c. Normative control leads to an emphasis on very selective hiring.

____ costs are the costs associated with implementing or monitoring control. a. Cybernetic b. Heuristic c. Regulation d. Benchmarked e. Targeted

c. Regulation

Which of the following statements about total quality management (TQM) is true?

c. TQM is an integrated organization-wide strategy for improving product and service quality.

Which of the following statements about ISO 9000 is true?

c. The ISO 9000 certification requires companies to show that they are following their own procedures.

Which of the following statements about ISO 9000 is true?

c. To become ISO 9000 certified, companies must show that they are following their own procedures.

. The three basic control methods are ____. a. feedback control, feedforward control, and symmetry control b. balance control, vertical control, and symmetry control c. concurrent control, feedback control, and feedforward control d. feedforward control, presumptive control, and stasis control e. stasis control, feedback control, and simultaneous control

c. concurrent control, feedback control, and feedforward control

A manufacturer of pharmaceuticals can access information about its sales and share new product information with drug store chains through the use of ____.

c. electronic data interchange (EDI)

____ is the extent to which it is possible to implement each step in the control process.

Cybernetic feasibility

_____ is the extent to which it is possible to implement each step in the control process.

Cybernetic feasibility

The American Society for Quality defines quality as _____.

D) A product or service free of deficiencies.

A(n) _____ operation refers to a manufacturing operation that divides manufacturing processes into separate parts or modules that are combined to create semicustomized products.

D) Assemble-to-order

_____ is the extent to which service providers give individual attention and care to customers' concerns and problems.

D) Empathy

If the manager of a company that manufactures signs tries to determine how much glass tubing will be needed to produce a Las Vegas casino neon sign, the manager is focused on _____ productivity.

D) Partial

Which of the following characteristics of product quality refers to how easy or difficult it is to fix a product?

D) Serviceability

_____ is a deviation in the form, condition, or appearance of a product from the quality standard for that product.

D) Variation

T/F: One of the differences between managers and leaders is that managers focus on visions, missions, goals, and objectives, and leaders focus solely on productivity and efficiency

False

The highest degree of processing occurs in _____.

E) Make to order operations

The lowest degree of processing occurs in _____.

E) Make-to-stock operations

Which of the following characteristics of product quality is defined in terms of the average time between breakdowns?

E) Reliability

_____ inventories are partially finished goods consisting of assembled component parts.

E) Work-in-process

In general, blogs serve no value in the corporate world.

False

In the behavioral approach to managerial control, a company's widely shared values and beliefs guide workers' behavior and decisions.

False

In the perceptual process, apprehension is the process of remembering interpreted information.

False

In today's hypercompetitive business environments, capital (i.e., money) is still more important than information for business success.

False

In today's hypercompetitve business environment, capital (i.e., money) is still more important than information for businsess success.

False

Information retrieval is a quick and easy process.

False

Inventory is defined as the number of finished products that a company has in its possession either in the factory, in warehouses, or on delivery vehicles.

False

Manufacturing operations are classified according to the depth of their inventory stock.

False

Nonverbal communication is less informative than verbal communication. .

False

One significant advantage of economic value added (EVA) is that it clearly specifies what managers should or should not do to improve financial performance

False

One significant advantage of economic value added (EVA) is that it clearly states what specific actions managers should or should not take in order to improve financial performance.

False

Raw data contaim useful information that communicate a clear and readily understandable messge to the person for which the data were gathered.

False

Since the Baldrige Award is directly based on ISO 9000 standards, it is essentially a U.S. version of recognition for excellence in meeting the ISO 9000 standards.

False

Since there are no consistent trait differences between leaders and nonleaders, or between effective and ineffective leaders, trait theory is wrong.

False

Studies clearly show that customers care more about responsiveness than anything else when buying services.

False

T/F: As a leader behavior, consideration refers to the extent to which leaders do what they said they would do

False

T/F: Directive leadership is a leadership style in which leaders set challenging goals, have high expectations of employees, and display confidence that employees will assume responsibility and put forth extraordinary effort

False

T/F: Fiedler's contingency theory is based on the assumption that leaders are capable of adapting and adjusting their leadership styles to fit the demands of different situations

False

Generally speaking, it costs ten times as much to find a new customer as it does to keep an existing customer.

True

Higher productivity is good not only for individual companies that achieve it but also for the countries in which they do business.

True

In communicating feedback to employees, managers need to recognize that feedback can be constructive or destructive.

True

Information has strategic importance for organizations because it can be used to obtain first-mover advantage and to sustain a competitive advantage once it has been created.

True

Intranets are private company networks that allow employees to easily access, share, and publish information using Internet software.

True

It is important understand that DSS programs should not replace managerial decision making.

True

Managers with better listening skills are rated as better managers by their employees and are much more likely to be promoted.

True

Moore's law accounts for the rapid increase in power and reduction in both size and price of computer equipment over the past 35 years.

True

Most expert systems work by using a collection of " ifthen" rules to sort through information and recommend a course of action.

True

One recommendation for managers wishing to improve their formal communication is to decrease reliance on downward communication.

True

Perception is the process by which individuals attend to, organize, interpret, and retain information from their environments.

True

Protecting information is the process of ensusring that data are reliably and consistently retrievable in a unsable format for authorized users, but no one else.

True

Selective perception is the tendency to notice and accept objects and information consistent with our values, beliefs, and expectations; and screen out or not accept inconsistent information.

True

T/F: According to the normative decision theory, using the right degree of employee participation improves the quality of decisions and the extent to which employees accept and are committed to decisions

True

T/F: According to the trait theory, all effective leaders possess a similar set of traits or characteristics

True

T/F: As a leader behavior, initiating structure is the degree to which a leader structures the roles of followers by setting goals, giving directions, setting deadlines, and assigning tasks

True

T/F: As described in the path-goal theory, directive leadership is similar to the key leadership behavior of initiating structure

True

T/F: Fiedler's contingency theory states that in order to maximize work group performance, leaders must be matched to the situation that best fits their leadership style.

True

T/F: Initiating structure leader behavior has also been referred to as "job-centered leadership" and "concern for production."

True

T/F: Leadership is the process of influencing others to achieve group or organizational goals

True

T/F: Managers tend to have a short-term perspective, leaders tend to have a long-term perspective

True

T/F: Researchers believe leaders can simultaneously be considerate and initiate structure because consideration and initiating structure are independent behaviors

True

T/F: The leadership behavior of consideration has also been referred to as "concern for people" and "employee-centered leadership."

True

T/F: The leadership trait of integrity refers to the extent to which leaders do what they said they would do

True

T/F: The normative decision theory helps leaders decide how much employee participation should be used when making decisions

True

T/F: The primary difference between leaders and managers is that leaders are concerned with doing the right thing, while managers are concerned with doing things right

True

T/F: The three major situational leadership theories all assume that the effectiveness of any leadership style (the way a leader generally behaves toward followers) depends on the situation

True

T/F: There is no such thing as a "best" leadership style for all situations and employees

True

T/F: Transformational leadership is leadership that generates awareness and acceptance of a group's purpose and mission and gets employees to see beyond their own needs and self-interest for the good of the group

True

The bureaucratic control model is designed to make companies more efficient, effective, and fair, but it frequently has the opposite effect.

True

The control process begins when managers set goals

True

The five characteristics that typically distinguish a quality service are reliability, tangibles, responsiveness, assurance, and empathy.

True

The objective control approach to managerial control manifests itself as either behavior control or output control.

True

Feedback Control

a mechanism for gathering info about performance deficiencies after they occur

Electronic scanner

an electronic device that converts printed text and pictures into digital images

Expert system

an information system that contains the specialized knowledge and decision rules used by experts and experienced decision makers so that nonexperts can draw on this knowledge base to make decisions

Decision support system

an information system that helps managers understand specific kinds of problems and potential solutions and analyze the impact of different decision options using "what if" scenarios

total quality management (TQM)

an integrated, principle based, organization wide strategy for improving product and service quality

just-in-time (JIT) inventory system

an inventory system in which component parts arrive from suppliers just as they are needed at each stage of production

dependent demand system

an inventory system in which the level of inventory depends on the number of finished units to be produced

independent demand system

an inventory system in which the level of one kind of inventory does not depend on another

continuous improvement

an organization's ongoing commitment to constantly assess and improve the processes and procedures used to create products and services

customer focus

an organizational goal to concentrate on meeting customers' needs at all levels of the organization

customer satisfaction

an organizational goal to provide products or services that meet or exceed customers' expectations

multifactor productivity

an overall measure of performance that indicates how much labor, capital, materials, and energy it takes to produce an output

The steps in the basic perception process include all of the following EXCEPT:

analysis

transformational leaders ___

are accurately described by all of these

Radio frequency identification (RFID) tags:

are accurately described by none of these

companies whose executives do not try to motivate employees to create long-term solutions to the problems facing the companies are most likely __

are more than likely managers rather than leaders

have you ever purchased a book or CD on amazon.com and noticed that as soon as you put your selection in the shopping cart, you were offered a series of other items that people who bought the same things as you did also bought? this would be an example of ___ data mining

association

In the perceptual process, ____ is the process of noticing or becoming aware of particular stimuli.

attention

In the perceptual process, ________ is the process of noticing or becoming aware of particular stimuli.

attention

The steps in the perceptual process in order are:

attention, organisation, interpretation, and retention

The steps in the perceptual process in order are ____.

attention, organization, interpretation, retention

Two critical steps are required to make sure that data can be accessed by authorized users and no one else. They are ____.

authentication and authorization

Two critical steps are required to make sure that data can be accessed by authorized users and no one else. They are:

authentication and authorization

Two-factor authentication

authentication based on what users know, such as a password, and what they have in their possession, such as a secure ID card or key

___ is the degree to which a job gives workers the discretion, freedom, and independence to decide how and when to accomplish their jobs

autonomy

average aggregate inventory

average overall inventory during a particular time period

Quality is typically defined and measured in three ways. They are ____.

c. excellence, value, and conformance to expectations

An accident at a U.S. refinery killed two workers. By gathering information about how the men died in order to prevent a recurrence, the company used ____ control. a. concertive b. normative c. feedback d. concurrent e. bureaucratic

c. feedback

When implementing the financial perspective, managers would use ____.

c. financial ratios

Unlike an executive information system, a decision support system (DSS) ____. a. can be used to replace all managerial decision making b. speeds up and simplifies the acquisition of information c. helps managers understand problems and potential solutions by acquiring and analyzing information with sophisticated models d. removes decision-making bottlenecks by creating a problem organization table e. does not process data

c. helps managers understand problems and potential solutions by acquiring and analyzing information with sophisticated models

A chain of specialty fashion stores has interviewed a sample of its female customers and learned that a customer can be expected to visit the store looking for new merchandise on average every two weeks. The chain of stores was able to set this standard through ____. a. evaluating the standard's capacity to enable goal achievement b. benchmarking competitors c. listening to customers d. outsourcing e. value communications

c. listening to customers

Control is a(n) _______ process

continuous, dynamic, and cybernetic

______ is the regulatory process of establishing standards that will achieve organizational goals, comparing actual performance to those standards, and then, if necessary, taking corrective action to restore performance to those standards

control

C&K Brewing Company is a microbrewery in western Canada. It produces Maiden's Honor brand ale, a dark beer called Warrior's Cry, and several seasonal beers under the brand name Hearthfire. Its owners George Claiborne and Pete Kunard both believe the brewery's competitive advantage comes from the duo having hired an experienced German brewmaster to oversee the production of its beers. The brewmaster checks all of the ingredients before they are mixed together to make sure that each component is of the highest possible quality and rejects those that are not. After the beer has brewed, the brewmaster runs several tests on the beer to check for taste and clarity and throws out barrels that are cloudy and/or bitter. Refer to C&K Brewing. The brewmaster is in charge of which classical management function?

controlling

Snyder's of Hanover is the world's second biggest pretzel maker. It developed a(n) ________ to allow its more than 50 departments heads and executive managers to use a Web browser to view sales results and distribution plans with a single click. It will also help executives size up cost-cutting opportunities on demand instead of waiting until the end of the quarter or year before ramping up production of a popular pretzel brand or paring distribution routes where necessary.

corporate portal

a company developed a(n) ___ to allow its more than 50 department heads and executive managers to use a Web browser to view sales results and distribution plans with a single click

corporate portal

In 1921, realtor Billy Ingram closed his company and opened White Castle restaurants to sell hamburgers. In 1921, hamburgers were thought to be made from rotten beef and not fit human consumption. Ingram ground fresh beef in front of customers to prove it was safe and was the first to successfully sell hamburgers to the middle class. Today ingram is credited as the founder of the fast-food industry. Understanding that Midwesterners wanted clean, convenient food when they were away from home was the information Ingram used to:

create a first-mover advantage

T/F: Extrinsic productivity indicates how much labor, capital, materials, and energy it takes to produce an output

false

T/F: Labor productivity is a frequently used example of extrinsic productivity

false

T/F: Manufacturing operations are classified according to the depth of their inventory stock

false

T/F: Since the Baldrige Award is directly based on ISO 9000 standards, it is essentially a U.S. version of recognition for excellence in meeting the ISO 9000 standards

false

T/F: The easier it is to maintain a working product or fix a broken product, the more reliable that product is

false

T/F: The first step in the service-profit chain is external service quality or the quality of treatment that employees receive from a company's internal service providers

false

T/F: Two common measures of productivity are extrinsic productivity and intrinsic productivity

false

according to industrial psychology, job performance is an additive function of motivation, ability, and situational constraints

false

according to the equity theory, objective reality rather than employee perceptions that determines employee motivation

false

both negative reinforcement and punishment weaken behavior (i.e., decrease its frequency)

false

one of the differences between managers and leaders is that managers focus on visions, missions, goals, and objectives, and leaders focus solely on productivity and efficiency

false

overreward frequently causes inequity

false

A manufacturer of automatic locking devices shipped 20,000 devices to a car manufacturer that was unable to use them because of a design flaw. If the manufacturer of the devices waited until the parts were returned before determining why it created unusable component parts, it would be using _______ control

feedback

An accident at a U.S. refinery killed two workers. By gathering information about how the men died in order to prevent a recurrence, the company used ____ control

feedback

An accident at the Millwood oil refinery severely injured two workers. The company is conducting an investigation to understand what went wrong. After analyzing the information, the company intends to bring in new safety processes to prevent such accidents. The company used _____ control.

feedback

_______ control is a method of gathering information about a performance deficiencies after they occur

feedback

A car manufacturer ordered 20,000 window assemblies from a supplier. To make sure the assemblies were made to specifications, the supplier of the window assemblies shipped a sample to the car manufacturer for testing. This is an example of ____ control

feedforward

Caterpillar announced plans to cut its production of construction equipment due to forecasted increases in steel prices. By discovering the problem with product inputs and letting customers know that its output will fall short, Caterpillar used ____ controls

feedforward

Caterpillar announced plans to cut its production of construction equipment due to forecasted increases in steel prices. By discovering the problem with product inputs and letting customers know that its output will fall short, Caterpillar used ____ controls.

feedforward

_______ control is a method of gathering information about performance deficiencies before they occur

feedforward

________ control is a method of gathering information about performance deficiencies before they occur

feedforward

In the traditional control systems used at most companies, ____ measures are used to assess performance.

financial

Most companies measure performance using standard _____.

financial and accounting measures

When implementing the financial perspective, managers would use ____.

financial ratios

Benchmarking

the process of identifying outstanding practices, processes, and standards in other companies and adapting them to your company

Cybernetic

the process of steering or keeping on course

cybernetic

the process of steering or keeping on course

Unsupervised data mining

the process when the user simply tells the data mining software to uncover whatever patterns and relationships it can find in a data set

Supervised data mining

the process when the user tells the data mining software to look and test for specific patterns and relationships in a data set

internal service quality

the quality of treatment employees receive from management and other divisions of a company

Behavior Control

the regulation of the behaviors and actions that workers perform on the job

Behavior control

the regulation of the behaviors and actions that workers perform on the job

Normative Control

the regulation of workers' behavior and decision through widely shared organizational values and beliefs

Normative control

the regulation of workers' behavior and decisions through widely shared organizational values and beliefs

Concertive Control

the regulation of workers' behavior and decisions through work group values and beliefs

Concertive control

the regulation of workers' behavior and decisions through work group values and beliefs

Output Control

the regulation of workers' result or outputs through rewards and incentives

Output control

the regulation of workers' results or outputs through rewards and incentives

Control Loss

the situation in which behavior and work procedures do not conform to standards

Control loss

the situation in which behavior and work procedures do not conform to standards

First-mover advantage

the strategic advantage that companies earn by being the first to use new information technology to substantially lower costs or to make a product or service different from that of competitors

Data encryption

the transformation of data into complex, scrambled digital codes that can be unencrypted only be authorized users who possess unique decryption keys

Knowledge

the understanding that one gains from information

Bureaucratic control

the use of hierarchical authority to influence employee behavior by rewarding or punishing employees for compliance or noncompliance with organization policies, rules, and procedures

Bureaucratic Control

the use of hierarchical authority to influence employee behavior by rewarding or punishing employees for compliance or noncompliance with organizational polices, rules, and procedures

Objective Control

the use of observable measures of employee behavior or output to assess performance and influence behavior -focuses on observing and measuring worker behavior or output

Objectice control

the use of observable measures of worker behavior or outputs to assess performance and influence behavior

Objective Control

the use of observable measures of worker behavior or outputs to assess performances and influence behavior

To be ________, information must be available when needed to define a problem or begin to identify possible solutions.

timely

according to ___, the cost of computing will drop by 50 percent as computer-processing power doubles every 18 months

moore's law

according to the text, __ is the set of forces that initiates, directs, and makes people persist in their efforts to accomplish a goal

motivation

the three components of __ are initiation of effort, direction of effort, and persistence of effort

motivation

In general, managers should use ____ to directly compare their overall level of productivity to that of their competitors, and ____ to analyze the contributions of individual components to that overall productivity.

multifactor productivity; partial productivity

Extranets

networks that allow companies to exchange information and conduct transactions with outsiders by providing them direct, Web-based access to authorized parts of a company's intranet or information system

Data clusters ____.

occur when three or more database elements occur together in a significant way

data clusters:

occur when three or more database elements occur together in a significant way

roughly 70 percent of all reengineering projects fail because ___

of how the process affects people in the workplace

In the perceptual process, __________ is the process of incorporating new information into your existing knowledge

organization

Normative controls should be used when ____.

organizational culture, values, and beliefs are strong

Normative controls should be used when:

organizational culture, values, and beliefs are strong

while ___ emphasizes jobs and their authority relationships, __ emphasizes the activities through which work gets done in the organization

organizational structure; organizational process

although both title ix of the 1972 education amendments and the advent of professional women's sporting leagues have led to dramatic increases in opportunities for women in sports significant discrepancies still exist between men's and women's sports. for example, women receive less media coverage, promotion, and institutional support. according to equity theory, media coverage, access, promotion, and institutional support are all examples of undesirable __ for female atheletes

outcomes

modular organizations ___

outsource all but the core business activities that they can perform best

work-in-process inventories

partially finished goods consisting of assembled component parts

Predictive patterns

patterns that help identify database elements that are different

Which of the following statements about perception and perceptual filters is true?

people perceive according to experience-based differences

______is the process by which individuals attend to, organize, interpret, and retain information from their environments

perception

Because of ______, people exposed to the same information will often disagree about what they saw or heard

perceptual filters

Sub-optimization

performance improvement in one part of an organization but only at the expense of decreased performance in another part

Perceptual filters may occur as the result of:

personality-based differences

Which of the following is NOT one of the four perspectives measured in the Balanced Scorecard approach to control?

policies and procedures perspective

in fiedler's contingency theory, the term __ refers to the degree to which leaders are able to hire, fire, reward, and punish workers

position power

McClellend's Learned needs theory identifies three needs. they are the needs for __

power, achievement, and affiliation

Intranets are ____.

private company networks that allow employees to easily access, share, and publish information using Internet software

Intranets

private company networks that allow employees to easily access, share, and publish information using internet software

Data mining is the:

process of discovering unknown patterns and relationships in large amounts of data

Procter & Gamble has divisions for personal and beauty, house and home, health and wellness, baby and family, and pet nutrition and care. these divisions indicate that the company uses __ departmentalization

product

At their core, companies are ____ systems that combine inputs such as labor, raw materials, capital, and knowledge to produce finished products and other types of output.

production

Public key encryption can be used to:

protect files sent over the Internet

The goal of an executive information system (EIS) is to:

provide accurate, complete, relevant, and timely information to managers

Budgets

quantitative plans through which managers decide how to allocate available money to best accomplish company goals

A large metropolitan hospital that wished to keep track of wheelchairs, gurneys, and other expensive equipment that regularly disappeared from inventory because some hurried employee put it in a closet or elsewhere for safekeeping could use ____ to locate and recover missing property.

radio frequency identification (RFID) tags

The term ____ refers to facts and figures that are in an unusable form.

raw data

The term _______ refers to facts and figures depicted in a manner that is not usable.

raw data

which of the following is a basic component of equity theory

referents

Imagine a manufacturer that has a 99 percent error-free production rate and decides it wants 100 percent error-free production. Its management needs to examine ____ to determine if the costs of increased controls outweigh the benefits of error-free production.

regulation costs

To determine whether control is worthwhile, managers need to carefully assess _____, that is, whether the costs and unintended consequences of control exceeds its benefits.

regulation costs

Which of the following factors can help managers determine whether more or different control is worthwhile?

regulation costs

2 factors to determine whether control is worthwhile

regulation costs and cybernetic feasibility

The ability to consistently perform a service well is referred to as service ____.

reliability

Studies clearly show that customers care more about ____ than anything else when buying services.

reliablilty

The average time between breakdowns (for machinery) is referred to as ___?

reliablilty

The last step of empathetic listening requires managers to ____.

respond with feelings and then facts

service recovery

restoring customer satisfaction to strongly dissatisfied customers

In the perceptual process, ______ is the process of remembering interpreted information

retention

The last step in the perceptual process is:

retention

Transactional leaders:

reward followers for good behavior and punish followers for poor behavior

transactional leaders __

reward followers for good behavior and punish followers for poor behavior

To properly secure data and date networkd, a manager should use all of the following EXCEPT:

roadblocks

to properly secure data and data networks, a manager should use all of the following EXCEPT ___

roadblocks

Marketers often appeal to consumers' needs as defined by maslow's hierarchy. a lock manufacturer, shows how much protection its locks provide and a cleaning company developed several types of wipes to eliminate concerns about infectious germs. both marketers are appealing to which need as defined by maslow

safety

Normative controls are created by:

screening potential applicants based on their beliefs and attitudes.

A casual jogger noticed that the San Diego Zoo was prohibiting people in motorized wheelchairs from viewing the zoo's baby panda and saw nothing wrong with this policy. Another zoo patron, who uses a wheelchair, saw the notice and felt he was being discriminated against because he could not access the panda site. This is an example of:

selective perception

Mike plays all kinds of competitive sports, and was excited to read that his company was sponsoring a softball team. Non-athletic Kenneth typically walks by the same bulletin board at least three times every day and has yet to see the softball notice. The fact that one saw the notice and the other did not is due to:

selective perception

The retired founder of L. L. Bean spent much of his time sitting on a set of stairs where he could watch customers coming and going to his store. He typically dressed in old pants, well-worn flannel shirts, and a pair of muddy boots. Customers assumed he was a derelict. Those who recognized him thought of him as a real character. He was seen differently by different people due to:

selective perception

inventory turnover

the number of times per year that a company sells, or "turns over," its average inventory

stockout

the point when a company runs out of finished product

Moore's Law

the prediction that the cost of computing will drop by 50 percent about every 2 years as computer-processing power doubles

Data mining

the process of discovering patterns and relationships in large amounts of data

At the annual board meeting of the Hardaway Company, CEO Eric Seaborne makes a presentation about the company's balanced scorecard by posing five questions to the board members. The question that most pertains to the internal perspective of the balanced scorecard would be:

"At what must we excel?"

Bureaucratic Control

-*top-down control* -the use of hierarchical authority to influence employee behavior by rewarding or punishing employees for compliance or noncompliance with organizational policies, rules, and procedures

Why study customer defections

-Maintain a new customer cost ten times as much as keeping a current one -customers who have left are much more likely than current customers to tell you what you are doing wrong -companies that understand why customers leave cannot only take steps to fix ongoing problems but can also identify which customers are likely to leave and can make changes to prevent them from leaving

what level of waste minimization produces the smallest minimization of waste? Which level produces the largest?

-Smallest: waste disposal -Largest: waste prevention and reduction

Self Control

-a control system in which managers and workers control their own behavior by setting their own goals, monitoring their own progress, rewarding or punishing themselves for achieving or for not achieving their self-set goals, and constructing positive thought patterns that remind them of the importance of their goals and their ability to accomplish them

Feedback control

-a mechanism for gathering information about performance deficiencies *after* they occur -improves both individual and organizational performance -downside= feedback comes after the fact

Concurrent control

-a mechanism for gathering information about performance deficiencies *as* they occur -attempts to eliminate or shorten the delay between performance and feedback about the performance

Feedforward control

-a mechanism for gathering information about performance deficiencies *before* they occur -monitors inputs rather than outputs -seeks to prevent or minimize performance deficiencies before they happen

customer defections

-a performance assessment in which companies identify which customers are leaving and measure the rate at which they are leaving -closely monitoring customer defections and retention has a great effect on profits

Control

-a regulatory process of establishing standards to achieve organizational goals, comparing actual performance against the standards, and taking corrective action when necessary to restore performance to those standards -it is achieved when behavior and work procedures conform to standards and when company goals are accomplished

Income statements

-also called profit and loss statements -accounting statements that show what has happened to an organization's income, expenses, and net profit over a period of time

waste treatment

-companies use biological, chemical, or other processes to turn potentially harmful waste into harmless compounds or useful by-products

The internal perspective

-consists of the processes, decisions, and actions that managers and workers make within the organization -focuses on the internal processes and systems that add value to the organization -no matter what area a company chooses, the key is to excel in that area -usually leads managers to focus on quality

control is a continuous, dynamic, cybernetic process because

-continuous: managers must repeat the process over and over again in an endless feedback loop -dynamic: control is not a one-time achievement or result and continues over time -cybernetic: requires daily, weekly, and monthly attention from managers to maintain performance levels at the standard

The traditional approach to controlling financial performance

-focuses on accounting tools such as cash flow analysis, balance sheets, income statements, financial ratios, and budgets-->must be used together when assessing a company's financial performance

design for disassembly

-growing trend in recycling where products are designed from the start for easy disassembly, recycling, and reuse once they are no longer usable

The Innovation and Learning Perspective

-involves continuous improvement in ongoing products and services, as well as relearning and redesigning the processes by which products and services are created

Characteristics of self-control

-managers and workers control their own behavior -leaders and managers provide workers with clear boundaries within which they may guide and control their own goals and behaviors -leaders and managers teach others the skills they need to maximize and monitor their own work effectiveness

Balanced Scorecard

-measurement of organizational performance in four equally important areas: finances (How do we look to shareholders?), customers (how do customers see us?), internal operations (at what must we excel?), and innovation and learning (can we continue to improve and create value?)

why are customer satisfaction surveys misleadingly positive?

-misleadingly positive b/c most customers are reluctant to talk about their problems because they don't know who to complain to or think that complaining will not do any good -sometimes even very satisfied customers will leave to do business with competitors

Characteristics of bureaucratic control

-most employees argue that managers emphasize punishment for noncompliance much more than rewards for compliance -managers often emphasize following the rules above all else -due to their rule- and policy-driven decision making, they are highly resistant to change and slow to respond to customers and competitors-->"iron cage"

Control loss

-occurs when behavior and work procedures do not conform to standards -prevents organizations from achieving their goals -corrective action should be taken if it occurs, but sometimes implementing control is not worthwhile or possible

Suboptimization

-performance improvement in one part of the organization but only at the expense of decreased performance in other parts

goals of waste prevention and reduction

-prevent waste and pollution before they occur or to reduce them when they do occur

Budgets

-quantitative plans through which managers decide how to allocate available money to best accomplish company goals -used to project costs and revenues, prioritize and control spending, and ensure that expenses don't exceed available funds and revenues

Behavior control

-regulating behaviors and actions that workers perform on the job -basic assumption= if you do the right things every day, then those things should lead to goal achievement -regulates, guides, and measures how workers behave on the job -management is responsible for monitoring and rewarding or punishing workers for exhibiting desired or undesired behaviors

Economic Value Added (EVA)

-the amount by which company profits (revenues, minus expenses, minus taxes) exceed the cost of capital in a given year -not the same thing as profits -based on the idea that capital is necessary to run a business and that capital comes at a cost

Value

-the customer perception that the product quality is excellent for the price offered -when a company emphasizes value as its quality goal, managers must simultaneously control excellence, price, durability, and any other features of a product or service that customers strongly associate with value

cybernetic feasibility

-the extent to which it is possible to implement each of the three steps in the control process -if one or more steps cannot be implemented, then maintaining effective control may be difficult or impossible

most common costs of capital are?

-the interest paid on long-term bank loans used to buy resources -the interest paid to bondholders -and the dividends and growth in stock value that accrue to shareholders

Normative Control

-the regulation of workers' behavior and decisions through widely shared organizational values and beliefs

Concertive Control

-the regulation of workers' behavior and decisions through work group values and beliefs -arise when companies give work groups complete autonomy and responsibility for task completion

Output control

-the regulation of workers' results or outputs through rewards and incentives -measures results of workers efforts -gives managers and workers the freedom to behave as they see fit as long as they accomplish pre-specified, measurable results

why can concertive control lead to even more stress for workers to conform to expectations than bureaucratic control?

-under bureaucratic most workers only have to worry about pleasing the boss--> under concertive their behavior has to satisfy the rest of their team members -team members must make sure that their team members adhere to team values and rules

goals of recycle and reuse

-wastes are reduced by reusing materials as long as possible or by collecting materials for on- or off- site recycling

waste disposal

-wastes that cannot be prevented, reduced, recycled, reused, or treated should be safely disposed of in processing plants or in environmentally secure landfills that prevent leakage and contamination of soil and underground water supplies

conformance to specifications

-when a company defines its quality goal as conformance to specifications, employees must base decisions and actions on whether services and products measure up to the standard -measuring whether products and services are "in spec" is relatively easy -usually associated with manufacturing but can be used equally well to control quality on non-manufacturing jobs

excellence

-when the company defines its quality goal as excellence, managers must try to produce a product or service of unsurpassed performance and features

regulation costs

-whether the costs and unintended consequences of control exceed its benefits -if a control process costs more than it benefits, it may not be worthwhile

Methods of Control

1) Bureaucratic Control 2) Objective Control 3) Normative Control 4) Concertive Control 5) Self Control

3 basic control methods

1) Feedback control 2) Concurrent control 3) Feedforward control

Importance/Characteristics of EVA

1) because it includes the cost of capital, it shows whether a business, division, department, profit center, or product is really paying for itself --> key is to ensure that managers and employees can see how their choices and behaviors affect the company's EVA 2) becauase EVA can easily be determined for subsets of a company, it makes managers and workers at all levels pay much closer attention to their segment of the business --> motivates managers and workers to think like small-business owners 3) does not specify what should or should not be done to improve performance --> encourages managers and workers to be creative in looking for ways to improve EVA performance

The Control process

1) begins when managers set goals --> companies then establish clear standards of performance that must be met to accomplish those goals 2) involves a comparison of performance to those standards 3) takes corrective action to repair performance deficiencies 4) is a dynamic, cybernetic process 5) consists of 3 basic methods

2 kinds of objective control

1) behavior control 2) output control

When a CEO of a company says that TQM's payoff comes when everyone shares solutions with others, the CEO is promoting which characteristic of TQM?

A) teamwork

2 ways normative controls are created

1) companies are very careful about who they hire--> screen potential applicants on not only abilities but on their attitudes and beliefs as well 2) managers and employees learn what they should and should not do by observing experienced employees and by listening to the stories they tell about the company

Process of setting standards by benchmarking

1) determine what to benchmark 2) identify the the companies against which to benchmark your standards 3) collect data to determine other companies' performance standards

Quality is typically defined and measured in 3 ways

1) excellence 2) value 3) conformance to expectations

3 stages of waste prevention and reduction

1) good housekeeping: performing regularly scheduled preventive maintenance for offices, plants, and equipment 2) material/product substitution: replacing toxic or hazardous materials with less harmful materials 3) Process modification: changing steps or procedures to eliminate or reduce waste

2 phases highly autonomous work groups evolve through as they develop concertive control

1) group members learn to work with each other, supervise each other's work, and develop the values and beliefs that will guide and control their behavior 2) the emergence and formalization of objective rules to guide and control behavior

advantages of balanced scorecard over traditional control processes that rely solely on financial measures

1) it forces managers at each level of the company to set specific goals and measure performance in each of the four areas 2) it minimizes the chances of suboptimization

3 things must occur for output control to lead to improved business results

1) must be reliable, fair, and accurate 2) employees and managers must believe that they can produce the desired results-- if they don't then the output controls won't affect their behavior 3) the rewards or incentives tied to output control measures must truly be dependent on achieving established standards of performance

Criteria for developing good standards

1) must enable goal achievement 2) determining standards through listening to customers' comments, complaints, and suggestions or by observing competitors 3) can be determined by benchmarking other companies

4 levels of waste minimization

1) waste prevention and reduction 2) recycle and reuse 3) waste treatment 4) waste disposal

Control process

1)establishment of clear standards 2)involves a comparison of performance to those standards 3)takes corrective action, if needed, to repair performance deficiencies 4)is a dynamic, cybernetic process 5)uses three basic methods- feedback, control, concurrent control, and feedforward control 6)control isn't always worthwhile or possible

A business that produced 2400 units weekly with 5 employees working 40 hours each, would have an average hourly productivity measure of ?

5 employees x 40 hours = 200 hours productivity = 2400 units/200 hrs = 12 units per man hour

allows managers to better understand a problem and its potential solutions

A decision support system (DSS) ____.

_____ control is top-down control in which managers try to influence employee behavior by rewarding or punishing employees for compliance or noncompliance with organizational policies, rules, and procedures.

Administrative

electronic data interchange (EDI)

A manufacturer of pharmaceuticals can access information about its sales and share new product information with drug store chains through the use of ____.

The five characteristics that typically distinguish a quality service are reliability, tangibles, responsiveness, assurance, and empathy.

A) True

The purpose of the Baldrige National Quality Award is to recognize U.S. companies for their achievements in quality and business performance and to raise awareness about the importance of quality and performance excellence as a competitive edge.

A) True

Total quality management (TQM) is an integrated organization-wide strategy for improving product and service quality.

A) True

intranet

A(n) ____ is a private company network that allows employees to easily access, share, and publish information using Internet software.

decision support system

A(n) ____ is an information system that helps managers understand problems and potential solutions by acquiring and analyzing information with sophisticated models and tools.

executive information system

A(n) ____ uses internal and external sources of data to provide managers and executives the information they need to monitor and analyze organizational performance.

Pamela makes cloth dolls, which she sells to friends and relatives. Her total inventory includes over 200 yards of fabric, 100 yards of ribbon, a box of 500 eyes, stuffing, 20 dolls in various stages of completion, and 15 completed dolls. How many items are in Pamela's work-in-process inventory?

A) 20

Unsupervised data mining is particularly good at identifying ____. a. all of these b. association or affinity patterns c. data clusters d. predictive patterns e. sequence patterns

A) All of these

Charismatic leaders generally ____. a. articulate a vision based on strongly held values b. have trouble delegating c. are accurately described by none of these d. base their influence on an exchange process in which followers are rewarded for good performance and punished for poor performance e. have strong coercive and reward power

A) Articulate a vision based on strongly held values

According to the TQM strategy, what should be a company's primary goal?

A) Customer satisfaction

In the context of total quality management, _____ is an organizational goal to provide products or deliver services that meet or exceed customers' expectations.

A) Customer satisfaction

With a(n) _____, component parts arrive from suppliers as they are needed at each stage of production.

A) Justin in time inventory system (JIT)

_____ productivity indicates a company's overall level of productivity relative to its competitors.

A) Multifactor

_____ is a measure of performance that indicates how many inputs it takes to produce or create an output.

A) Productivity

The easier it is to maintain a working product or fix a broken product, the more _____ that product is.

A) Serviceable

Downtime and lost efficiency are both examples of _____.

A) Setup costs

_____ refer to the costs of downtime and lost efficiency that occur when a machine is changed or adjusted to produce a different kind of inventory.

A) Setup costs

A company expressing its ongoing commitment to continuous product improvement and premium quality products is most likely to be committed to _____.

A) Total quality management

Economic order quantity is intended for use with independent demand systems.

A) True

Higher productivity is good not only for individual companies that achieve it but also for the countries in which they do business.

A) True

ISO 9000 is a series of five international standards for achieving consistency in quality management and quality assurance in companies throughout the world.

A) True

In total quality management (TQM), customer focus and satisfaction, continuous improvement, and teamwork mutually reinforce each other to improve quality throughout a company.

A) True

Stockout costs are incurred when a company runs out of finished products.

A) True

The basic control process begins with: a. the establishment of clear standards of performance b. problem identification c. determining what corrective action will be if actual performance does not equal or exceed expected performance d. either benchmarking or keystoning e. the comparison of actual performance to expected performance

A) the establishment of clear standards of performance

The purpose of service recovery is to restore customer satisfaction to strongly dissatisfied customers

A) true

The three basic measures of inventory are inventory turnover, average aggregate inventory, and: a. weeks of supply b. multifactor inventory c. inventory amortization d. speed of obsolescence e. inventory depreciation

A) weeks of supply

The American Society for Quality defines quality as ____. a. a product free of deficiencies, or the characteristics of a product or service that satisfy customers' needs b. a product produced according to a sacrificing design plan c. any product made from error-free components d. a product that customers perceive as free of deficiencies e. none of these

A)A product free of deficiencies, or characteristics of a product or service that satisfy customers needs

____ is the extent to which it is possible to implement each step in the control process. a. Cybernetic feasibility b. A quasi-control assessment c. A Balanced Scorecard assessment d. Control feasibility e. Information management

A)Cybernetic feasibility

One of the key assumptions in the service business is that success depends on how well employees deliver their services to customers. However, according to the service-profit chain, success depends on ____. a. how well employees are treated b. autocratic management c. the availability of factors of production d. market size e. a high degree of centralization

A)How well employees are treated

____ is a ticket-based system that indicates when to reorder inventory. a. Kanban b. A just-in-time system c. An independent demand system d. A dependent demand system e. An MRP system Hide Feedback

A)Kanban

____ is a deviation in the form, condition, or appearance of a product from the quality standard for that product. a. Variation b. Performance breakdown c. Divergence d. Aberration e. Quality underperformance

A)Variation

According to the TQM strategy, what should be a company's primary goal? a. customer focus and satisfaction b. continuous improvement c. teamwork d. participative management e. reciprocity

A)customer focus and satisfaction

The first step in the service-profit chain is the establishment of ____. a. internal service quality b. employee satisfaction c. nonmonetary rewards d. service capability e. high value service

A)internal service quality

Which of the following leadership theories assumes that leadership styles are consistent and difficult to change? a. none of these b. the status quo theory of leadership c. path-goal theory d. normative decision theory e. the Vroom theory

A)none of these

Which of the following shows the correct relationship for productivity, outputs, and inputs? a. productivity = (outputs/inputs) b. outputs = (productivity/inputs) c. productivity = (inputs/outputs) d. productivity = [(inputs × outputs)/100] e. inputs = (productivity/outputs)

A)productivity=(outputs/inputs)

A large university library has decided to make it nearly impossible for all but the most renowned Civil War experts to access their Civil War collection. The librarian in charge of this collection feels that this new policy will adversely influence the use of the collection in research on the experiences of everyday people during the war. This is an example of the use of control creating ____. a. suboptimization b. sacrificing c. feedforward control d. cybernetic infeasibility e. control loss

A)suboptimization

According to the expectancy theory, __________ affect the conscious choices that people make about their motivation. a. valence, expectancy, and instrumentality b. instrumentality, equity, and expectancy c. expectancy, equity, and reinforcement d. expectancy, reinforcement, and instrumentality e. equity, value-added, and instrumentality

A)valence,expectancy, and instrumentality

Which of the following statements about the Balanced Scorecard approach to control is true?

All of the perspectives examined by the Balanced Scorecard approach are of equal importance to a company's success.

Unsupervised data mining is particularly good at identifying ____.

All of these

Which of the following statements about the importance of good communication is true?

All of these statements about the importance of communication are true.

Which of the following statements can be used to help explain the growing popularity of intranets?

All of these statements can be used to help explian the growing popularity of intranets

secure sockets layer (SSL) encryption

Although firewalls can protect personal computers and network services connected to the corporate network, people away from their offices who interact with their company networks via the Internet face a safety risk. Which of the following technologies has proven to be a viable solution to this problem?

The steps of the basic perception process are:

Attention, organization, interpretation, and retention

Which of the following is NOT a kind of cost associated with maintaining an inventory?

B) Amortization

The four kinds of costs incurred with inventory maintenance are ordering costs, setup costs, transaction costs, and stockout costs.

B) False

Which of the following statements about ISO 9000 is true? a. Service providers can achieve ISO 14000 certification. b. ISO 9000 certification may be suspended or canceled if companies fail a periodic audit following their initial certification. c. Ninety-eight percent of companies that already have achieved ISO 9000 certification said they did so because it increases profitability. d. ISO 9000 is a single international standard for achieving consistency in quality management and quality assurance in companies throughout the world. e. The ISO 9000 standard is applicable only to the manufacturing of goods and not to the delivery of services.

B) ISO 9000 certification may be suspended or canceled if companies fail a periodic audit following their initial certification.

The key concept behind the service-profit chain is _____.

B) Internal service quality

A(n) _____ operation does not start processing or assembling products until it receives a customer order.

B) Make-to-order

_____ productivity shows how much labor, capital, materials, and energy it takes to create an output.

B) Multifactor

_____ inventories include the basic inputs in a manufacturing process.

B) Raw Material

A company decided to reduce its inventory by lowering prices. The plan to get rid of excessive inventory was so successful that the company found itself completely sold out in just a couple of days. In other words, the company experienced _____.

B) Stockout

Which of the following statements about productivity is true?

B) for companies, higher productivity can lead to lower costs.

_____ productivity is a measure of performance that indicates how much of a particular kind of input it takes to produce an output.

B) partial

____ is a technique of assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you've accurately heard what he or she said. a. Empathetic listening b. Active listening c. Hearing d. Synergistic communication e. Dyadic communication

B)Active listening

In terms of the basic methods of control, __________ control is an improvement over __________ control because it attempts to eliminate or shorten the delay between performance and feedback about the performance. a. feedback; concurrent b. concurrent; feedback c. concurrent; stasis d. feedforward; feedback e. feedback; feedforward

B)Concurrent;feedback

____ is the regulatory process of establishing standards that will achieve organizational goals, comparing actual performance to those standards, and then, if necessary, taking corrective action to restore performance to those standards. a. Benchmarking b. Control c. Implementation d. Suboptimization e. Goal-setting

B)Control

____ is a technique of understanding the speaker's perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker. a. Symbiotic listening b. Empathetic listening c. Nonconfrontational listening d. Reflective hearing e. Active listening

B)Empathetic listening

In the model of the communication process, __________ makes senders aware of possible miscommunications and enables them to continue communicating until the receiver understands the intended message. a. the communication medium b. Feedback to sender c. transmission d. noise e. encoding

B)Feedback to sender

In equity theory, ____ refers to the fairness of the process used to make reward allocation decisions. a. distributive justice b. procedural justice c. process objectivity d. conventional wisdom e. altruism

B)Procedural justice

Classifying manufacturing operations in terms of the amount of assembly that occurs after an order is received from customers is the same as classifying those operations in terms of ____. a. production b. processing c. flexibility d. technical skills e. operations

B)Processing

___ is the tendency to notice and accept objects and information consistent with our values, beliefs, and expectations while ignoring, screening out, or not accepting inconsistent information. a. Closure b. Selective perception c. Kinesics d. Attribution e. The mirror effect

B)Selective perception

____ occur in data mining when two or more database elements occur together in a significant pattern, with one of the elements preceding the other. a. Affinity patterns b. Sequence patterns c. Logic clusters d. Association patterns e. Data clusters

B)Sequence patterns

Ironically, ____ control may lead to even more pressure for workers to conform to expectations than ____ control. a. bureaucratic; concertive b. concertive; bureaucratic c. normative; concertive d. behavior; concertive e. concertive; normative

B)concertive; bureaucratic

The first thing that managers need to recognize when communicating feedback one-on-one to employees is that feedback can be ____. a. formalized or unformalized b. constructive or destructive c. regulated or unregulated d. bureaucratic or participative e. extrinsic or intrinsic Hide Feedback

B)constructive or destructive

When a manufacturer makes a product continuously, it is using: a. line-flow production b. continuous-flow production c. batch production d. job shops e. project manufacturing

B)continuous-flow production

According to the textbook, what should a business owner do with excess inventory? a. raise prices and sell the product as a premium product b. cut prices on the product to increase its sales c. donate the products and get a tax write-off d. throw the excess away e. throw a party

B)cut prices on the product to increase its sales

A product's quality is determined by its ____. a. reliability, validity, and effectiveness b. durability, reliability, and serviceability c. reliability, homogeneity, and durability d. consistency, tangibility, and durability e. serviceability, tangibility, and homogeneity

B)durability,reliability and serviceability

Fiedlers contingency theory assumes: a. favorable situations permit leaders to influence group members b. leaders are effective when their work groups perform well c. leadership styles cannot be matched to the proper situation d. leaders should be judged according to how they perform--not how their subordinates perform e. leaders can change their leadership styles to fit the situation

B)leaders are effective when their work groups perform well

The lowest degree of processing occurs in ____ operations, where a company orders parts and assembles standardized products before receiving customer orders. a. assemble-to-order b. make-to-stock c. make-to-order d. assemble-to-stock e. buy-to-sell

B)make-to-stock

Which of the following is NOT a kind of inventory a manufacturer would keep in stock? a. finished goods b. nonrenewable materials c. component parts d. work-in-process e. raw materials

B)nonrenewable materials

Which of the following is an important characteristic of a quality product? a. validity b. reliability c. tangibility d. responsiveness e. homogeneity

B)reliability

Someone experiencing a(n) ____ would be likely to take any negative criticism of his or her department personally. a. error of culpability b. self-serving bias c. reactive error of perception d. proactive error of perception e. empowerment bias

B)self-serving bias

The three key parts of material requirement planning (MRP) are ____. a. suppliers' invoices, distribution schedules, and inventory records b. the master production schedule, the bill of materials, and inventory records c. inventory records, trend analyses, and production schedules d. inventory turnovers, master production schedules, and storage space e. aggregate inventory, suppliers' invoices, and bills of laden

B)the master production schedule, the bill of materials, and inventory records

____ is a control method that encourages managers to look beyond traditional measures to evaluate four different perspectives on company performance.

Balanced Scorecard

The _____ is the measurement of organizational performance in four equally important areas: finances, customers, internal operations, and innovation and learning.

Balanced scorecard

is a control method that encourages managers to look beyond traditional measures to evaluate four different perspectives on company performance.

Balanced scorecard

electronic scanners

Because they are inexpensive and easy to use, ____, which convert printed text and pictures into digital images, have become an increasingly popular method for capturing data electronically.

The two types of objective controls managers use are

Behavior and output

_____ is the regulation of the conduct and actions that workers perform on the job.

Behavior control

____ control regulates workers' actions and routines on the job, while ____ control measures the results of their efforts.

Behavior; output

________control regulates workers' performances on the job, while_______control measures the results control measures the results

Behavior; output

The process of identifying outstanding practices, processes, and standards in other companies and adapting them to your company.

Benchmarking

____ allows a trucking company not only to compare its safety performance with other companies but to also adopt those practices found to be superior.

Benchmarking

_____ is the process of determining how well other companies (though not just competitors) perform business functions or tasks.

Benchmarking

A(n) _____ is used to project costs and revenues, prioritize and control spending, and ensure that expenses don't exceed available funds and revenues.

Budget

Which of the following types of control methods uses hierarchial authority to influence employee behavior for compliance with organizational policies, rules and procedures?

Bureaucratic

____ control is top-down control in which managers try to influence employee behavior by rewarding or punishing employees for compliance or noncompliance with organizational policies, rules, and procedures.

Bureaucratic

The managers at Malar Inc. place a great amount of emphasis on the organizational rules and policies; adherence to these is of utmost importance to them. Employees who deviate from these rigid rules are often punished. The managers at Malar are most likely exercising _____.

Bureaucratic control

According to the "Doing the Right Thing" box, which of the following statements will help you maintain a strong password system?

Change your password every six weeks

____ is the tendency to fill in gaps of missing information by assuming that what we don't know is consistent with what we already know.

Closure

_______is a kind of one-on-one communication used by managers to improve an employee's on-the-job performance or behavior

Coaching

______ costs are the costs of transmitting information from one place to another.

Communication

Briefly identify the three different methods of inventory management.

Companies meet the basic goals of inventory management (avoiding stockouts and reducing inventory without hurting daily operations) through economic order quantity (EOQ) formulas, just-in-time (JIT) inventory systems, and materials requirement planning (MRP). Economic order quantity (EOQ) formulas are intended for use with independent demand systems, in which the level of one kind of inventory does not depend on another. By contrast, JIT and MRP are used with dependent demand systems, in which the level of inventory depends on the number of finished units to be produced. The best inventory management results will be obtained when each technique is used under the appropriate circumstances.

____ control is associated with autonomous work groups.

Concertive

_____ involves the regulation of workers' behavior and decisions through work group values and beliefs.

Concertive control

___ control is a method of gathering information about performance deficiencies as they occur.

Concurrent

____ is the regulatory process of establishing standards that will achieve organizational goals, comparing actual performance to those standards, and then, if necessary, taking corrective action to restore performance to those standards.

Control

_____ is the regulatory process of establishing standards to achieve organizational goals, comparing actual performance to those standards, and then, if necessary, taking corrective action to restore performance to those standards.

Control

_____ is the situation in which behavior and work procedures do not conform to standards.

Control loss

____ allow managers and employees to use a Web browser to gain access to customized company information and to complete specialized transactions.

Corporate Portals

A company developed a(n) ____ to allow its more than 50 department heads and executive managers to use a Web browser to view sales results and distribution plans with a single click..

Corporate portal

_______ are a hybrid of executive information systems and intranets.

Corporate portals

Research at three universities has confirmed that two basic leader behaviors, ______ and ______, are central to successful leadership. a. employee-centered leadership; consideration b. concern for production; job-centered leadership c. autonomous; participative d. initiating structure; consideration e. initiating structure; job-centered leadership

D) initiating structure;consideration

Which of the following is NOT a kind of inventory a manufacturer would keep in stock?

D) nonrenewable materials

Which of the following approaches to implementing Fiedler's contingency theory in the workplace has proven effective? a. arbitrary definition of situations b. teaching managers how to change situational favorableness c. only hiring supervisors with appropriate leadership traits d. accurately measuring and matching leaders to situations e. creating standing plans concerning leader actions and reactions

D)Accurately measuring and matching leaders to situations

Transaction costs and loss of customer goodwill are both examples of ____. a. holding costs b. depreciation costs c. ordering costs d. stockout costs e. setup costs

D)Stockout costs

The two types of objective controls managers use are: a. administrative and participative b. self-control and organizational control c. autonomous and individualized d. behavior and output e. output and input

D)behavior and output

The three principles that characterize TQM are continuous improvement, teamwork, and: a. distinctive competence b. participative management c. third party certification d. customer focus and satisfaction e. delegation

D)customer focus and satisfaction

In TQM terms, ____ is an organizational goal to provide products or deliver services that meet or exceed customers' expectations. a. added value b. market focus c. market response d. customer satisfaction e. positive framing

D)customer satisfaction

The product quality characteristic of ____ is defined as the mean time before product failure. a. reliability b. assurance c. effectiveness d. durability e. responsiveness

D)durability

Reinforcement theory says behavior is a function of ____. a. perception b. environment c. conscious choices d. its consequences e. the situations in which it occurs

D)its consequences

The term __________ refers to restoring customer satisfaction to strongly dissatisfied customers. a. relationship marketing b. service enhancement c. customer reengineering d. service recovery e. customer focus

D)service recovery

Most companies define product ____ in terms of how easy or difficult it is to fix a product. a. responsiveness b. effectiveness c. reliability d. serviceability e. consistency

D)serviceability

The two basic kinds of inequity are ____. a. balanced and unbalanced rewards b. intrinsic and extrinsic inequities c. higher-order and lower-order inequities d. underreward and overreward e. performance and situational inequities

D)underreward and overrreward

Facts and figures that have not yet been calculated, classified or otherwise put into useful form are called which of the following?

Data (or Raw Data)

True

Data encryption transforms data into complex, scrambled digital codes that can only be unencrypted by authorized users who possess unique decryption keys.

____ is the process of discovering unknown patterns and relationships in large amounts of data.

Data mining

True

Data mining typically splits a data set in half, finds patterns in one half, and then tests the validity of those patterns by trying to find them again in the second half of the data set.

Which of the following statements about data mining is true?

Data mining typically uses data from a data warehouse

Which of the following statements about data mining is true?

Data mining typically uses data from a data warehouse.

Which of the following is NOT one an example of a management efficiency ratio?

Debt to Equity

A(n) ____ is an information system that helps managers understand problems and potential solutions by acquiring and analyzing information with sophisticated models and tools.

Decision support system

T/F: In Fiedler's contingency theory, the two situational factors that determine the favorability of a situation are leader- member relations and task structure

False

Which of the following should be used in inventory management situations involving independent demand systems?

E( economic order quantity formulas (EOQ)

One of the three principles that characterize total quality management (TQM) is _____.

E) Customer focus and satisfaction

One of the key assumptions in the service business is that success depends on how well employees deliver their services to customers. However, according to the service-profit chain, success depends on _____.

E) How well employees are treated

_____ is the number of times per year that a company sells its average inventory.

E) Inventory turnover

The ____ states that we all have a basic need to understand and explain the causes of other people's behavior. a. behavioral reflection theory b. theory of empathetic reinforcement c. principle of consideration d. theory of causality e. attribution theory

E)Attribution theory

Research shows that while initiating structure impacts primarily on ____, consideration impacts primarily on ____. a. job satisfaction; worker synergy b. job performance; motivational drive c. job satisfaction; job performance d. job description; job specification e. job performance; job satisfaction

E)Job performance;job satisfaction

Which of the following statements about leaders and managers is true? a. All of these statements about leaders and managers are true. b. Most organizations place greater emphasis on leadership than on management. c. Leaders are critical to getting out the day-to-day work. d. Managers are critical to inspiring employees and setting long-term direction. e. Organizations need both leaders and managers.

E)Organizations need both leaders and managers

Companies may determine standards by ____. a. doing all of these b. implementing vertical loading c. taking corrective action d. using outsourcing e. benchmarking other companies

E)benchmarking other companies

A product's quality is determined by its: a. reliability, homogeneity, and durability b. reliability, validity, and effectiveness c. serviceability, tangibility, and homogeneity d. consistency, tangibility, and durability e. durability, reliability, and serviceability

E)durability,reliability, and serviceability

Materials requirement planning (MRP) is ____. a. used with independent demand systems b. used with tickets that indicate when to reorder various inventory items c. a method for inventory mining d. not concerned with finished product inventories e. used with dependent demand systems

E)used with dependent demand systems

In inventory management situations involving independent demand systems, ____ should be used, whereas with dependent demand systems, ____ should be used.

EOQ; JIT and/or MRP

____ is the direct electronic transmission of purchase and ordering information from one company's computer system to another company's computer system.

Electronic data interchange

__________ is the direct electronic transmission of purchase and ordering information from one company's computer system to another company's computer system.

Electronic data interchange

____ is a technique of understanding the speaker's perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker.

Empathetic listening

An information system that contains the specialized knowledge and decision rules used by experts so that non-experts can draw on this knowledge to make decisions.

Expert Systems

A data warehouse stores raw data that has been collected from a variety of sources for later use.

False

Acquisition cost is the cost of turning raw data into usable information.

False

Benchmarking is the process of setting corporate norms.

False

Concurrent control seeks to prevent or minimize performance deficiencies before they occur.

False

Control is an intermittent activity that requires periodic attention from managers once or twice a month.

False

Control loss usually has no affect on goal achievement

False

Feedback is not necessary in the communication process when the sender and receiver are both confident that they understand each other.

False

Implementing controls is always worthwhile.

False

T/F: Since there are no consistent trait differences between leaders and non-leaders, or between effective and ineffective leaders, trait theory is wrong

False

T/F: Strategic leadership is defined as the ability to think strategically and create a strategic plan for an organization

False

T/F: While consideration primarily affects subordinates' job performance, initiating structure primarily affects subordinates' job satisfaction

False

T/F: Within the path-goal model, the achievement-oriented and participative leadership styles directly parallel the key leadership behaviors of initiating structure and consideration, respectively

False

The balanced scorecard approach to control emphasizes measurement of organizational performance in three equally important areas. These areas are finances, internal operations, and innovation and learning.

False

The easier it is to maintain a working product or fix a broken product, the more reliable that product is.

False

The first step in the service-profit chain is external service quality or the quality of treatment that employees receive from a company's internal service providers.

False

The four kinds of costs incurred with inventory maintenance are ordering costs, setup costs, transaction costs, and stockout costs.

False

The only dimension needed to measure quality is conformance to expectations

False

The only dimension needed to measure quality is its conformance to expectations

False

The term excessive value appropriated (EVA) refers to the amount by which profits (after expenses) exceed the cost of capital in a given year.

False

The three levels of waste minimization are waste disposal, waste reduction, and recycling

False

The three levels of waste minimization are waste disposal, waste reduction, and recycling.

False

Two common measures of productivity are extrinsic productivity and intrinsic productivity.

False

unsupervised data mining is unethical.

False

An accident at the Millwood oil refinery severely injured two workers. The company is conducting an investigation to understand what went wrong. After analyzing the information, the company intends to bring in new safety processes to prevent such accidents. The company used ________ control.

Feedback

An accident at the Millwood oil refinery severely injured two workers. The company is conducting an investigation to understand what went wrong. After analyzing the information, the company intends to bring in new safety processes to prevent such accidents. The company used _____control.

Feedback

____ control is a method of gathering information about performance deficiencies after they occur.

Feedback

Everlast Motors Inc. recently returned a shipment of faulty locking devices to its supply partner, Maxwell Safe LLC. Upon hearing about the flawed equipment, a team at Maxwell starts gathering information about what went wrong. Maxwell Safe's initiative is an example of _____.

Feedback control

_____ is a method of gathering information about performance deficiencies after they occur.

Feedback control

_____ is a method of gathering information about performance deficiencies before they occur.

Feedforward

In the context of control measures, which of the following approaches to control monitors inputs rather than outputs?

Feedforward control

_____ is a method of gathering information about performance deficiencies before they occur.

Feedforward control

Most companies measure performance using standard _____.

Financial and accounting

Which of the following is the type of inventory that is on hand and ready to be sold to the final customer?

Finished Goods

Which of the following statement about the characteristics and costs of useful information is true?

For information to be useful, it has to be accurate, of sufficient quantity, pertinent, and available when you need it.

Process modification, material/product substitution, and ____ are the three strategies used for waste prevention and reduction.

Good housekeeping

When it comes to finances, the Balanced Scorecard focuses on one simple question. That question is ____.

How are we performing for our shareholders?

Why is information strategically important for organizations?

Information can be used to obtain first mover advantage

Why is information strategically important for organizations?

Information can be used to obtain first-mover advantage.

Which of the following is NOT a method managers can use to achieve control in their organizations?

Input control

Secure sockets layer encryption

Internet browser-based encryption that provides secure off0site Web access to some data and programs

A(n) ____ is a private company network that allows employees to easily access, share, and publish information using Internet software.

Intranet

Which of the following statements about intranets is true?

Intranets are Web-based.

The self-serving bias is the tendency to overestimate our value by attributing successes to ourselves (internal causes) and attributing failures to others or the environment (external causes).

True

Which of the following is one of the critical issues companies need to address in order to sustain a competitive advantage through information technology?

Is the firm's use of information technology difficult for another company to create or buy?

Which of the following statements best describes economic value added (EVA)?

It is the amount by which profits exceed the cost of capital in a given year.

An inventory system in which component parts arrive from suppliers just as they are needed at each stage of production.

Just-in-time (JIT)

During a job interview, interviewers can use their knowledge of face and body movements to determine when interviewees are telling the truth. This knowledge is called _____.

Kinestics

Which of the following statements about knowledge is true?

Knowledge is the understanding that one gains from information.

The most important situational factor in Fieldler's Contingency Theory is:

Leader-member relations

The three basic measures of inventory are average aggregate inventory, weeks of supply, and inventory turnover.

True

Manufacturing processes are classified according to the amount of processing or assembly that occurs after receiving an order from customers. Briefly describe the three types of manufacturing processes.

Make-to-order operations have the highest degree of processing, as assembly doesn't begin until products are ordered. The next-highest degree of processing occurs in assemble-to-order operations, in which pre-assembled modules are combined after orders are received to produce semi-customized products. The lowest degree of processing occurs in make-to-stock operations, in which standard parts are ordered and assembled on the basis of sales forecasts before orders occur.

According to ____, the cost of computing will drop by 50 percent as computer-processing power doubles every 18 months.

Moore's Law\

According to ____, the cost of computing will drop by 50 percent as computer-processing power doubles every 18 months.

Moore's law

_____ is the regulation of workers' behavior and decisions through widely shared organizational values and beliefs.

Normative control

Which of the following statements about normative control is true?

Normative control leads to an emphasis on very selective hiring.

In many companies, bureaucratic control has evolved into _____ which is the use of perceivable measures of employee behavior or output to assess performance and influence behavior.

Objective control

_______is the withholding of information about organizational problems or issues by employees.

Organizational silence

_____ is the regulation of workers' results through rewards and incentives.

Output control

Because of ____, people exposed to the same information will often disagree about what they saw or heard.

Perceptual filters

Ther term "data mining" refers to the process of discovering unknown patterns and relationships in large amounts of data.

True

False

Pioneering differential refers to the strategic advantage that companies earn by being the first in an industry to use new information technology to substantially lower costs or to differentiate a product or service from competitors.

An example at NIACC of a hybrid of executive information systems and intranets that allows users to use a web browser to gain access to customized company information is which of the following?

Portal

Which of the following is NOT one of the characteristics of service quality?

Price

______ costs are the costs of turning a raw data into usable information.

Processing

____ is a measure of performance that indicates how many inputs it takes to produce or create an output.

Productivity

Why is productivity important to countries?

Productivity matters because it produces a higher standard of living.

Productivity is a measure of performance that indicates how many inputs it takes to produce or create an output.Which of the following is true?

Productivity=Outputs/Inputs

Which of the following would be the most flexible of types of manufacturing operations?

Project Manufacturing

____ is the process of ensuring that data are reliably and consistently retrievable in a usable format for authorized users, but no one else.

Protecting information

The three methods of tracing products through a distribution system are paper records, bar codes, and radio frequency identification tags. Which of the following statements about the tracing of products is true?

RFID tags are most efficient because they can be read by a radio that has been tuned to a specific frequency.

RFID tags contain miniscule microchips and antennas that transmit information via radio waves. RFID stands for what?

Radio frequency identification

False

Raw data contain useful information that communicate a clear and readily understandable message to the person for which the data were gathered.

first-mover advantage

Refer to Jupiter Communications. The developer of Kibu and his investors created the first company to offer both content and chat rooms aimed at girls between the ages of 13 and 18. They hoped this would give them a ____.

In empathetic listening, ____ is important because it demonstrates that you understand the speaker's emotions.

Reflecting feelings

_____ costs are the costs associated with implementing or monitoring control.

Regulation

The cost of accessing already-stored and processed information is referred to as which of the following?

Retrieval cost

Which of the following is NOT a control method?

Self-dealing

Someone experiencing a(n) ____ would be likely to take any negative criticism of his or her department personally.

Self-serving bias

____ is the tendency to overestimate our value by attributing successes to ourselves (internal causes) and attributing failures to others or the environment (external causes).

Self-serving bias

____ occur in data mining when two or more database elements occur together in a significant pattern, with one of the elements preceding the other.

Sequence patterns

Which of the following is NOT a component of the cybernetic control process?

Set corporate objectives

Which of the following is most relevant to the financial perspective of the balanced scorecard?

Shareholders

A regulatory body has recently reprimanded the Simston Company for not setting clear guidelines on factory emissions. In this case, the regulatory body wants the Simston Company to establish emission control _____.

Standards

_____ are a basis of comparison for measuring the extent to which organizational performance is satisfactory or unsatisfactory.

Standards

productivity

a measure of performance that indicated how many inputs it takes to produce or create an output

____ occurs when performance improvement is attained in one part of an organization but only at the expense of decreased performance in another part.

Suboptimization

_____ occurs when performance improvement is attained in one part of an organization but only at the expense of decreased performance in another part.

Suboptimization

Which of the following statements about total quality management (TQM) is true?

TQM is an integrated organization-wide strategy for improving product and service quality.

Extranets are used to handle organizational transactions with suppliers and distributors.

True

Which of the following is NOT one of the four perspectives measured in the balanced scorecard approach to control?

The bureaucratic perspective

Which of the following is a characteristic of the control process?

The control process is continuous.

Which of the following statements about economic value added (EVA) is true?

The final step in calculating EVA is to compute the net operating profit after taxes.

first-mover advantage

The first company to use new information technology to substantially lower costs or differentiate products or services often gains ____.

According to attribution theory, ____ makes managers more likely to attribute workers' problems or failures to internal rather than external causes.

The fundamental attribution error

provide accurate, complete, relevant, and timely information to managers

The goal of an executive information system (EIS) is to ____.

Firewalls can only protect personal computers and network servers connected to the corporate network.

True

Which of the following statements about ISO 9000 is true?

To become ISO 9000 certified, companies must show that they are following their own procedures.

What is inventory? Explain the potential costs associated with it.

To control these costs, companies measure and track inventory in three ways: (1) average aggregate inventory, (2) weeks of supply, and (3) turnover. Companies meet the basic goals of inventory management (avoiding stockouts and reducing inventory without hurting daily operations) through economic order quantity (EOQ) formulas, just-in-time (JIT) inventory systems, and materials requirement planning (MRP). EOQ formulas minimize holding and ordering costs by determining how much and how often inventory should be ordered. By having parts arrive just when they are needed at each stage of production, JIT systems attempt to minimize inventory levels and holding costs. JIT systems often depend on proximity, shared information, and the Japanese system of kanban. MRP precisely determines the production schedule, production batch sizes, and the ordering of inventories needed to complete final products. The three key parts of MRP systems are (1) the master production schedule, (2) the bill of materials, and (3) inventory records.

roadblocks

To properly secure data and data networks, a manager should use all of the following EXCEPT ____.

Briefly describe total quality management (TQM).

Total quality management (TQM) is an integrated organization-wide strategy for improving product and service quality. TQM is not a specific tool or technique; rather, it is a philosophy or overall approach to management based on three mutually reinforcing principles: (1) customer focus and satisfaction, (2) continuous improvement, and (3) teamwork. TQM suggests that the entire organization be focused on meeting customer needs by making products or delivering services that meet or exceed customers' expectations and doing so in a collaborative environment that is constantly assessing and improving the processes and procedures used to create those products and services.

According to the resource-based view of information technology, sustainable competitve advantage occurs when information technology adds value, is different across firms, and is difficult to create or acquire.

True

Bar codes and document scanners are common methods of electonically capturing data.

True

Bar codes and document scanners are common methods of electronically capturing data.

True

Budgets are used to project costs and revenues, to prioritize and control spending, and to ensure that expenses don't exceed available funds and revenues.

True

Communication is the process of transmitting information from one person or place to another.

True

Companies may determine standards by evaluating their capacity to enable goal achievement, by listening to customers, by observing competitors, or by benchmarking other companies.

True

Control is achieved when behavior and work procedures conform to set standards and that the company goals are accomplished.

True

Control is achieved when behavior and work procedures conform to standards and company goals are accomplished.

True

Cybernetic feasibility refers to the extent to which it is possible to implement each step in the control process.

True

Data and information are the same as knowledge.

True

Data encryption transforms data into complex, scrambled digital codes that can only be unencrypted by authorized users who process uniquw decryption keys.

True

Data mining often reveals data clusters where three or more database elements occur together.

True

Data mining typically splits a data set in half, finds patterns in one half, and then tests the validity of those patterns by trying to find them again in the second half of the data set.

True

Economic order quantity is intended for use with independent demand systems.

True

Electronic data interchange (EDI), extranents, and the Internet have proven to provide such a competitive advantage that managers are scrambling to find ways to use them in their own companies.

True

Three kinds of information technology are used by executives, managers, and workers inside the company to access and share information. They are executive information systems, intranets and portals.

True

Three major types of information technology are used by executives, managers, and workers inside the company to access and share information. They are executive information systems, intranets, and corporate portals.

True

Virtual private networks (VPN) and secure sockets layer (SSL) encryption perform basically the same function.

True

When self-control is used, leaders and managers provide workers with clear boundaries within which they may guide and control their own goals and behaviors.

True

Whereas managers tend to have a short-term perspective, leaders tend to have a long-term perspective

True

While transformational leaders use visionary and inspirational appeals to influence followers, transactional leadership is based on an exchange process.

True

first-mover advantage

Understanding that consumers wanted clean, convenient food when they were away from home was the information the first fast food restaurant founder used to ____.

An often overlooked factor in determining the cost of control is ____

Unintended consequences that accompany increased control

An angry and defensive managerial reaction is a common problem associated with ____ communication

Upward

The concept that customer perception that the product quality is excellent for the price offered is referred to as which of the following?

Value

When a company emphasizes ____ as its quality goal, managers must simultaneously control excellence, price, durability, or other features of a product or service that customers strongly associate with it.

Value

_____ is the customer perception that the product quality is excellent for the price offered.

Value

____ is a deviation in the form, condition, or appearance of a product from the quality standard for that product.

Variation

The lowest level of waste minimization is _____.

Waste disposal

Process modification, material/product substitution, and good housekeeping are the three strategies used for _____.

Waste prevention and reduction

________ use standardized protocols to describe data from one company in such a way that those data can automatically be read, understood, and processed by different computer systems in another company.

Web services

partial productivity

a measure of performance that indicates how much of a particular kind of input it takes to produce an output

Data mining typically uses data from a data warehouse.

Which of the following statements about data mining is true?

Corporate portals

____ allow managers and employees to use a Web browser to gain access to customized company information and to complete specialized transactions.

Protecting information

____ is the process of ensuring that data are reliably and consistently retrievable in a usable format for authorized users, but no one else.

Standards

a basis of comparison for measuring the extent to which organizational performance is satisfactory or unsatisfactory

Standards

a basis of comparison for measuring the extent to which various kinds of organizational performances are satisfactory or unsatisfactory

Self-control (Self-management)

a control system in which managers and workers control their own behavior by setting their own goals, monitoring their own progress, and rewarding themselves for goal achievement

Self-control (self-management)

a control system in which managers and workers control their own behavior by setting their own goals, monitoring their own progress, and rewarding themselves for goal achievement

Executive information system

a data processing system that uses internal and external data sources to provide the information needed to monitor and analyze organizational performance

variation

a deviation in the form, condition, or appearance of a product from the quality standard for that product

Corporate portal

a hybrid of executive information systems and intranets that allow managers and employees to use a web browser to gain access to customized company information and to complete specialized transactions

assemble-to-order operation

a manufacturing operation that divides manufacturing processes into separate parts or modules that are combined to create semicustomized products

make--to-order operation

a manufacturing operation that does not start processing or assembling products until a customer order is received

make-to-stock operation

a manufacturing operation that orders parts and assembles standardized products before receiving customer orders

continuous-flow production

a manufacturing operation that produces goods at a continuous, rather than a discrete, rate

batch production

a manufacturing operation that produces goods in large batches in standard lot sizes

Concurrent Control

a mechanism for gathering info about performance deficiencies as they occur, thereby eliminating or shortening the delay between performance and feedback

Feedback control

a mechanism for gathering information about performance deficiencies after they occur

Concurrent control

a mechanism for gathering information about performance deficiencies as they occur thereby eliminating or shortening the delay between performance and feedback

Feedforward control

a mechanism for monitoring performance inputs rather than outputs to prevent on minimize performance deficiencies before they occur

Feedforward Control

a mechanism for monitoring performance inputs rather than outputs to prevent or minimize performance deficiencies before they occer

Customer Defections

a performance assessment in which companies identify which customers are leaving and measure the rate at which they are leaving

Customer defections

a performance assessment in which companies identify which customers are leaving and measure the rate at which they are leaving

quality

a product or service free of deficiencies, or the characteristics of a product or service that satisfies customer needs

material requirement planning (MRP)

a production and inventory system that determines the production schedule, production batch sizes, and inventory needed to complete final products

Virus

a program or piece of code that, against your wishes, attaches itself to other programs on your computer and can trigger anything from a harmless flashing message to the reformatting of your hard drive to a systemwide network shutdown

Firewall

a protective hardware or software device that sits between the computers in an internal organizational network and outside networks, such as the internet

Control

a regulatory process of establishing standards to achieve organizational goals, comparing actual performance against the standards, and taking corrective action when necessary

Control

a regulatory process of establishing standards to achieve organizational goals, comparing actual performance to the standards, and taking corrective action when necessary

which of the following is an example of an extrinsic reward

a salary increase

which of the following is an example of an intrinsic reward

a sense of achievement

ISO 9000

a series of five international standards, from ISO 9000 to ISO 9004, for achieving consistency in quality management and quality assurance in companies throughout the world

ISO 14000

a series of international standards for managing, monitoring, and minimizing an organization's harmful effects on the environment

economic order quality (EOQ)

a system of formulas that minimizes ordering and holding costs and helps determine how much and how often inventory should be ordered

kanban

a ticket-based JIT system that indicates when to reorder inventory

Cash Flow Analysis

a type of analysis that predicts how changes in a business will affect its ability to take in more cash than it pays out

Cash flow analysis

a type of analysis that predicts how changes in a business will affect its ability to take in more cash than it pays out

Bar code

a visual pattern that represents numerical data by varying the thickness and pattern of vertical bars

____ control regulates workers' actions and routines on the job, while ____ control measures the results of their efforts.

a. Behavior; output

____ allows a trucking company not only to compare its safety performance with other companies but to also adopt those practices found to be superior. a. Benchmarking b. Data decentralization c. Information processing d. Mirroring e. Comparative criterion

a. Benchmarking

____ control is top-down control in which managers try to influence employee behavior by rewarding or punishing employees for compliance or noncompliance with organizational policies, rules, and procedures. a. Bureaucratic b. Normative c. Concertive d. Objective e. Administrative

a. Bureaucratic

____ controls should be used when it is necessary to standardize operating procedures and establish limits. a. Bureaucratic b. Normative c. Concertive d. Input e. Output

a. Bureaucratic

____ control is a method of gathering information about performance deficiencies after they occur. a. Feedback b. Stasis c. Concurrent d. Feedforward e. Preemptive

a. Feedback

When it comes to finances, the Balanced Scorecard focuses on one simple question. That question is ____. a. How are we performing for our shareholders? b. How do we look to our customers? c. Are we making a profit? d. What is the bottom line? e. Are we retaining enough earnings to allow for market growth?

a. How are we performing for our shareholders?

Which of the following statements about ISO 9000 is true?

a. ISO 9000 certification may be suspended or canceled if companies fail a periodic audit following their initial certification.

Which of the following is true of ISO 14000?

a. It is a series of international standards for managing, monitoring, and minimizing an organization's harmful effect on the environment.

Why is productivity important to countries?

a. Productivity matters because it produces a higher standard of living.

____ is the process of ensuring that data are reliably and consistently retrievable in a usable format for authorized users, but no one else.

a. Protecting information

____ are a basis of comparison for measuring the extent to which organizational performance is satisfactory or unsatisfactory. a. Standards b. Potentials c. Autonomous goals d. Degrees of centralization e. Resource goals

a. Standards

____ occurs when performance improvement is attained in one part of an organization but only at the expense of decreased performance in another part. a. Suboptimization b. Control loss c. Cybernetic infeasibility d. Feedforward control e. sacrificing

a. Suboptimization

Which of the following is NOT a kind of cost associated with maintaining an inventory?

a. amortization

Unsupervised data mining is particularly good at identifying ____.

a. association or affinity patterns b. data clusters c. predictive patterns D. ALL OF THESE e. sequence patterns

When Marriott decided to improve the quality of service offered to customers, it asked special corporate guests to comment on the good and bad issues of their stay and also to tell what the competition is doing that is better than Marriott. The Marriott acted accordingly. In other words, it used ____. a. benchmarking b. data decentralization c. information processing d. mirroring e. comparative criterion

a. benchmarking

Companies may determine standards by ____.

a. benchmarking other companies

Companies may determine standards by ____. a. benchmarking other companies b. implementing vertical loading c. using outsourcing d. taking corrective action e. doing all of these

a. benchmarking other companies

An organization that relies heavily on ____ controls is likely to be highly resistant to change and slow to respond to customers and competitors.

a. bureaucratic

When the local fast-food restaurant manager caught one of her employees giving free food to his friends, she fired him on the spot. When another employee stayed late after work one night to help a woman start her car, the manager rewarded him. What type of control did the restaurant manager use in these two instances? a. bureaucratic b. objective c. self-control d. autocratic e. connotative

a. bureaucratic

According to the TQM strategy, what should be a company's primary goal?

a. customer focus and satisfaction

According to the resource-based view of information technology, sustainable competitive advantage ____.

a. differs across firms b. occurs when information technology adds value C. IS ACCURATELY DESCRIBED BY ALL OF THESE d. is difficult to create or acquire e. can be created by using information technology to continuously improve and support the core functions of a business

A(n) ____ allows companies to exchange information and conduct transactions by purposefully providing outsiders with direct, Web browser-based access to authorized parts of a company's intranet.

a. extranet

Caterpillar announced plans to cut its production of construction equipment due to forecasted increases in steel prices. By discovering the problem with product inputs and letting customers know that its output will fall short, Caterpillar used ____ controls. a. feedforward b. feedback c. concurrent d. stasis e. goal-based

a. feedforward

Which approach to control monitors inputs rather than outputs?

a. feedforward control

Which approach to control monitors inputs rather than outputs? a. feedforward control b. feedback control c. concurrent control d. stasis control e. all of these

a. feedforward control

In the traditional control systems used at most companies, ____ measures are used to assess performance. a. financial b. customer c. value/quality d. quality/profit e. optimization

a. financial

When implementing the financial perspective, managers would use ____. a. financial ratios b. customer defections c. employee turnover d. value analyses e. competitive audits

a. financial ratios

To properly secure data and data networks, a manager should use:

a. firewalls b. virtual private networks c. Web-based SSL encryption d. authentication and authorization E. ALL OF THESE

The first company to use new information technology to substantially lower costs or differentiate products or services often gains ____.

a. first-mover advantage

The Balanced Scorecard approach to control ____. a. forces managers at each level of the company to set specific goals and measure performance in each of four areas b. places greatest priority on the most important aspect of control, the financial perspective c. maximizes the chances of suboptimization d. only looks at factors within a company's controllable environment e. has no real advantages over traditional control techniques

a. forces managers at each level of the company to set specific goals and measure performance in each of four areas

Control is a cybernetic process because it ____. a. has a feedback loop b. is an intermittent process c. is the first management function d. uses automated benchmarks e. can be a completely automated process

a. has a feedback loop

Unlike an executive information system, a decision support system (DSS) ____.

a. helps managers understand problems and potential solutions by acquiring and analyzing information with sophisticated models

A table showing the order frequencies as well as the average dollar value of the orders of different segments of a catalog retailer's market would be an example of ____.

a. information

For the purposes of data mining, ____ patterns are just the opposite of association patterns.

a. predictive

Which of the following factors can help managers determine whether more or different control is worthwhile? a. regulation costs b. customer flows c. channelization d. synergy e. subordinate empathy

a. regulation costs

To properly secure data and data networks, a manager should use all of the following EXCEPT ____.

a. roadblocks

A manager has instructed Ralph and his fellow workers to develop a daily theme such as patience, empathy, and kindness. Each day, the workers are to try to emphasize the theme as they work with customers, suppliers, and each other. What kind of a control system is Ralph's manager using? a. self-control b. human resources control c. non-administrative control d. output control e. bureaucratic control

a. self-control

In October 2005, Cadbury Schweppes losses caused it to scale back its financial projections for the remainder of the year. These financial projections were ____ for the beverage company.

a. standards

A large university library has decided to make it nearly impossible for all but the most renowned Civil War experts to access their Civil War collection. The librarian in charge of this collection feels that this new policy will adversely influence the use of the collection in research on the experiences of everyday people during the war. This is an example of the use of control creating ____.

a. suboptimization

A large university library has decided to make it nearly impossible for all but the most renowned Civil War experts to access their Civil War collection. The librarian in charge of this collection feels that this new policy will adversely influence the use of the collection in research on the experiences of everyday people during the war. This is an example of the use of control creating ____. a. suboptimization b. control loss c. cybernetic infeasibility d. feedforward control e. sacrificing

a. suboptimization

According to the text, which of the following levels produces the greatest minimization of waste? a. waste prevention and reduction b. recycle and reuse c. waste treatment d. waste disposal e. waste remarketing

a. waste prevention and reduction

Balance Sheets

accounting statements that provide a snapshot of a company's financial position at a particular position

Balance sheets

accounting statements that provide a snapshot of a company's financial position at a particular time

Balance Sheets

accounting statements that provide a snapshot of a company's financial position at a particular time (but not the future)

Income statements

accounting statements, also called "profit-and-loss statements" that show what has happened to an organization's income, expenses, and net profit over a period of time

According to the path-goal theory of leadership,_________means setting challenging goals, having high expectations of employees, and displaying confidence that employees will assume responsibility and put forth extraordinary effort.

achievement-oriented leadership

according to the path-goal theory of leadership, __ means setting challenging goals, having high expectations of employees, and displaying confidence that employees will assume responsibility and put forth extraordinary effort

achievement-oriented leadership

On the television show Threshold, there are people who monitor all of the police report from all over the United States looking for patterns within the data that may indicate alien activity. The _____ costs of gathering this data are high because of the large number of people required to obtain this data.

acquisition

By examining checkout data, supermartkets have learned that people who are buying beer often also buy a bag of salty snacks. The use of data mining led to the discovery of a(n) ________ pattern.

affinity

Experts say magazines are uniquely positioned to take advantage of e-commerce because most already posses the type of data required to create an effective online campaign. Subscriber's demographics and psychographics--where readers live, their housing situation, how they like to shop, etc.---are indicating which individuals will respond to Internet offers. By using their databases, magazine publishers can discover _______ patterns.

affinity

by examining checkout data, supermarkets have learned that people who are buying beer often also buy a bag of salty snacks. the use of data mining led to the discovery of a(n) __ pattern

affinity

Unsupervised data mining can be used to recognize ____ patterns.

affinity, sequence, and predictive

Unsupervised data mining can be used to recognize ______ patterns.

affinity, sequence, and predictive

The manual capture of information is:

all of these

Unsupervised data mining is particularly good at identifying ____.

all of these

which of the following statements about firewalls is true

all of these statements about firewalls are true

____ is a control method that encourages managers to look beyond traditional measures to evaluate four different perspectives on company performance.

b. Balanced Scorecard

____ is the extent to which it is possible to implement each step in the control process. a. Control feasibility b. Cybernetic feasibility c. A quasi-control assessment d. A Balanced Scorecard assessment e. Information management

b. Cybernetic feasibility

Which of the following statements about economic value added (EVA) is true?

b. EVA is the amount by which profits (after expenses) exceed the cost of capital in a given year.

Which of the following statements about economic value added (EVA) is true? a. EVA is one of the best ways to answer the question, "Are we providing our customers with expected value?" b. EVA is the amount by which profits (after expenses) exceed the cost of capital in a given year. c. EVA is only useful to top managers. d. The final step in calculating EVA is to compute the net operating profit after taxes. e. All of these statements about economic value added are true.

b. EVA is the amount by which profits (after expenses) exceed the cost of capital in a given year.

Which of the following statements about intranets is true?

b. Intranets are Web-based.

____ should be used when it is difficult to create good measures of worker behavior and output and when organizational culture, values, and beliefs are strong. a. Bureaucratic control b. Normative control c. Concertive control d. Self-control e. Input control

b. Normative control

Which of the following statements about the two basic leader behaviors that are central to successful leadership is true? a. The worst leadership style entails the use of both behaviors in equal amounts. b. These behaviors are referred to as initiating structure and consideration. c. These behaviors are dependent, meaning that leaders can only do one at a time. d. Most effective leaders select one behavior, adopt it, and maintain that style of leadership for their entire careers. e. The best leadership style entails high levels of both of these

b. These behaviors are referred to as initiating structure and consideration.

A company decided to reduce its inventory by lowering their prices. The plan to get rid of excessive inventory was so successful that the company found itself completely sold out in just a couple of days. In other words, The company experienced ____.

b. a stockout

An organization that relies heavily on ____ controls is likely to be highly resistant to change and slow to respond to customers and competitors. a. behavior b. bureaucratic c. subjective d. normative e. output

b. bureaucratic

The traditional approach to controlling financial performance does NOT examine ____. a. financial ratios b. customer defections c. cash flow d. income statements e. budgets

b. customer defections

According to the text, which of the following factors can help managers to determine whether more control is possible? a. task downsizing b. cybernetic feasibility c. outsourcing d. channelization e. synergistic intelligence

b. cybernetic feasibility

A product's quality is determined by its ____.

b. durability, reliability, and serviceability

A manufacturer of automatic locking devices shipped 20,000 devices to a car manufacturer that was unable to use them because of a design flaw. If the manufacturer of the devices waited until the parts were returned before determining why it created unusable component parts, it would be using ____ control. a. feedforward b. feedback c. balanced d. dynamic e. concurrent

b. feedback

Economic value added (EVA) is so important because it ____.

b. makes managers at all levels pay much closer attention to how they run their segment of the business

Economic value added (EVA) is so important because it ____. a. demonstrates the importance of a business or subset of a business to customers b. makes managers at all levels pay much closer attention to how they run their segment of the business c. causes managers and workers to maintain the status quo d. determines if a business or unit of a business is a star, question mark, cash cow, or dog and the necessary action to follow e. is an improved form of the Balanced Scorecard approach to control

b. makes managers at all levels pay much closer attention to how they run their segment of the business

Which of the following is NOT an example of a security problem that may threaten data and data networks?

b. mob flashing

Which of the following is NOT one of the four perspectives measured in the Balanced Scorecard approach to control? a. financial perspective b. policies and procedures perspective c. customer perspective d. internal business perspective e. innovation and learning perspective

b. policies and procedures perspective

Several extended-stay hotel chains ask guests to hang their towels so they can be reused as a way to help the environment. This request reflects which stage of waste minimization? a. waste prevention and reduction b. recycle and reuse c. waste treatment d. waste disposal e. waste remarketing

b. recycle and reuse

The ability to consistently perform a service well is referred to as service ____.

b. reliability

Which of the following quality characteristics can be applied to both goods and services?

b. reliability

A company has purchased new software which will allow its employees to extend the electronic support capabilities and parts-ordering efficiencies the company offers its customers. The company's improved ____ should lead to improved employee satisfaction.

b. service capability

Most companies define product ____ in terms of how easy or difficult it is to fix a product.

b. serviceability

The objective of the company that manufactures liqueur is to grow its international business. To determine its success, it compares its current export sales to 1998, the first year it had double digit growth in exports. For this company, the 1998 exporting data provide a(n) ____.

b. standard

An organization that relies heavily on ____ controls is likely to be highly resistant to change and slow to respond to customers and competitors.

bureaucratic

The objective of the company that manufactures liqueur is to grow its international business. To determine its success, it compares its current export sales to 1998, the first year it had double digit growth in exports. For this company, the 1998 exporting data provide a(n) ____. a. autonomous measurement b. standard c. value ratio d. dependence measurement e. performance predictor

b. standard

A report calling for a company to set clear targets to improve fuel economy and to cut factory emissions would want the company to establish emission control ____. a. autonomous measurements b. standards c. value ratios d. dependence measurements e. performance predictors

b. standards

In October 2005, Cadbury Schweppes losses caused it to scale back its financial projections for the remainder of the year. These financial projections were ____ for the beverage company. a. autonomous measurements b. standards c. value ratios d. dependence measurements e. performance charts

b. standards

When Billy Ingram founded White Castle, much of the public thought that hamburgers were made from rotten beef and not fit for human consumption. Ingram ground fresh beef in front of customers to prove it was safe and was the first to successfully sell hamburgers to the middle class. Today Ingram is credited as the founder of the fast-food industry. Yet, today White Castle has 330 locations, and McDonald's has 25,000 stores. From this information, you know ____.

b. the competitive advantage White Castle achieved from being first was not sustainable

The basic control process of business begins with ____. a. either benchmarking or keystoning b. the establishment of clear standards of performance c. the comparison of actual performance to expected performance d. problem identification e. determining what corrective action will be if actual performance does not equal or exceed expected performance

b. the establishment of clear standards of performance

The key to sustaining competitive advantage is ____.

b. using information technology to continuously improve and support the core functions of a business

When a company emphasizes ____ as its quality goal, managers must simultaneously control excellence, price, durability, or other features of a product or service that customers strongly associate with it. a. excellence b. value c. conformance to expectations d. profitability e. performance

b. value

The _____ is the measurement of organizational performance in four equally important areas: finances, customers, internal operations, and innovation and learning.

balanced scorecard

Companies that rely on bureaucratic control tend to _____.

be highly resistant to change

Why do autonomous work group members feel strongly about following values and beliefs

because they develop them themselves

The two types of objective controls managers use are ____.

behavior and output

The two types of objective controls managers use are _____.

behavior and output controls

The Relish Hotel decided to improve the quality of service offered to its customers; it asked frequent guests to comment on any issues pertaining to their stay and suggest any improvements that these guests may have experienced at other hotels. The guest feedback was henceforth incorporated by the Relish Hotel. In this case, the Relish Hotel undertook the process of _____.

benchmarking

When Marriott decided to improve the quality of service offered to customers, it asked special corporate guests to comment on the good and bad issues of their stay and also to tell what the competition is doing that is better than Marriott. The Marriott acted accordingly. In other words, it used ____.

benchmarking

When Marriott decided to improve the quality of service offered to customers, it asked special corporate guests to comment on the good and bad issues of their stay and also to tell what the competition is doing that is better than Marriott. The Marriott acted accordingly. In other words, it used:

benchmarking

________ allows a trucking company not only to compare its safety performance with other companies but to also adopt those practices found to be superior

benchmarking

Companies may determine standards by:

benchmarking other companies

A system that requires employees to scan their thumbprints as they start work is called a(n)___________.

biometrics

If you've watched such shows are Alias on television, you have seen super spies use their fingerprint to gain access to critical information. You have seen:

biometrics used for authentication

One of the advantages the Balanced Scorecard has over traditional control processes that rely solely on financial measures is that it ____. a. encourages control delegation b. eliminates problems with regulation costs c. minimizes the chances of suboptimization d. allows companies to determine the ideal control methods e. creates functional independence

c. minimizes the chances of suboptimization

In general, managers should use ____ to directly compare their overall level of productivity to that of their competitors, and ____ to analyze the contributions of individual components to that overall productivity.

c. multifactor productivity; partial productivity

McDonald's fast-food restaurants have a well-designed training program for all new employees. Each new employee is supposed to learn how to perform standardized tasks. Due to labor shortages in some areas, these new employees begin work as soon as they are hired and do not receive any off-the-job training. This nonconformity to standards creates ____. a. ambiguous group norms b. motivational grapevines c. negative benchmarks d. control loss e. monitoring valences

c. negative benchmarks

Marriott's top management decided that there was need for a serious effort to "put democracy back in the company" and make employees feel "involved in the success of the company." Employees asked special corporate guests to comment on the good and bad issues of their stay and also to tell what the competition is doing that is better than Marriott. Then the employees acted accordingly. Marriott adopted ____ control. a. autonomous b. concertive c. normative d. control e. focus

c. normative

At their core, companies are ____ systems that combine inputs such as labor, raw materials, capital, and knowledge to produce finished products and other types of output.

c. production

The two parts of reinforcement are ____. a. reinforcement temporality and reinforcement administration b. continuous reinforcement and intermittent reinforcement c. reinforcement contingencies and schedules of reinforcement d. interval reinforcement and ratio reinforcement e. positive reinforcement and negative reinforcement

c. reinforcement contingencies and schedules of reinforcement

The two major types of data mining are ____.

c. supervised and unsupervised

The basic control process of business begins with ____.

c. the establishment of clear standards of performance

Financial Ratios

calculations typically used to track a business's liquidity (cash), efficiency, and profitability over time compared to other businesses in its industry

Financial ratios

calculations typically used to track a business's liquidity (cash), efficiency, and profitability over time compared to other businesses in its industry

Financial ratios

calculations typically used to track a business's liquidity(cash), efficiency, and profitability over time compared to other businesses in its industry

Which of the following is NOT one of the four leadership styles identified in the path-goal theory of leadership?

charismatic

the two types of visionary leadership are __

charismatic leadership and transformational leadership

When Robin was told that her favorite store would no longer stock her favorite brand of clip-on earrings, she assumed this meant that the company was no longer producing clip-on earrings; even though that was not the case. Robin's incorrect assumption was due to

closure

_______is the tendency to fill in gaps of missing information by assuming that what we don't know is consistent with what we already know

closure

The two primary types of grapevine communications networks are ____.

cluster and gossip

teamwork

collaboration between managers and nonmanagers, across business functions, and between companies, customers and suppliers

EVA is positive when...

company profits (revenues - expenses - taxes) exceed the cost of capital in a given year

Which of the following is NOT a criterion on which companies are judged when applying for the Baldrige National Quality Award?

competitive advantage

Ironically, ____ control may lead to even more pressure for workers to conform to expectations than ____ control.

concertive; bureaucratic

The three basic control methods are ____.

concurrent control, feedback control, and feedforward contro

The three basic control methods are:

concurrent control, feedback control, and feedforward control

In terms of the basic methods of control,______control is an improvement over______control because it attempts to eliminate or shorten the delay between performance and feedback about the performance.

concurrent; feedback

walter reed army institute of research has made a study of how important it is for military leaders to be friendly with and to show concern for their troops. its research shows that a leadership behavior high in __ positively influences soldiers and their ability to adapt to stressful environments

consideration

Control is a(n) ____ process.

continuous, dynamic, and cybernetic

a manufacturer of acrylic and latex gloves sells to medical laboratories, to factories where employees handle chemicals, to companies that manufacture micro-tech equipment, and to cleaning services. Because it is organized to better satisfy the needs of each of its four target markets, the manufacturer uses ___ departmentalization

customer

The traditional approach to controlling financial performance does NOT examine ____.

customer defections

The three principles that characterize TQM are continuous improvement, teamwork, and ____.

customer focus and satisfaction

Value

customer perception that product quality is excellent for the price offered

Value

customer perception that the product quality is excellent for the price offered

In TQM terms, ____ is an organizational goal to provide products or deliver services that meet or exceed customers' expectations.

customer satisfaction

According to the textbook, what should a business owner do with excess inventory?

cut prices on the product to increase its sales

Pamela Katian makes cloth dolls, which she sells to friends and relatives. Her total inventory includes over 200 yards of fabric, 100 yards of ribbon, a box of 500 eyes, stuffing, 20 dolls in various stages of completion, and 15 completed dolls. How many items are in Katian's work-in-process inventory?

d. 20

____ control regulates workers' actions and routines on the job, while ____ control measures the results of their efforts. a. Input; behavior b. Motivation; output c. Concertive; normative d. Behavior; output e. Input; output

d. Behavior; output

____ controls should be used when it is necessary to standardize operating procedures and establish limits.

d. Bureaucratic

____ control is associated with autonomous work groups. a. Objective b. Normative c. Behavior d. Concertive e. Output

d. Concertive

____ is the process of discovering unknown patterns and relationships in large amounts of data.

d. Data mining

Which of the following statements about data mining is true?

d. Data mining typically uses data from a data warehouse.

____ control is a method of gathering information about performance deficiencies before they occur. a. Feedback b. Stasis c. Preemptive d. Feedforward e. Concurrent

d. Feedforward

Which of the following is one of the critical issues companies need to address in order to sustain a competitive advantage through information technology?

d. Is the firm's use of information technology difficult for another company to create or buy?

____ productivity is a measure of performance that indicates how much of a particular kind of input it takes to produce an output.

d. Partial

Which of the following statements about service recovery is true?

d. Service recovery can be achieved through empowering service employees to make decisions that quickly solve customer problems.

Continuous improvement is typically associated with ____.

d. a reduction in variation and higher customer satisfaction

By examining checkout data, supermarkets have learned that people who are buying beer often also buy a bag of salty snacks. The use of data mining led to the discovery of a(n) ____ pattern.

d. affinity

When the local fast-food restaurant manager caught one of her employees giving free food to his friends, she fired him on the spot. When another employee stayed late after work one night to help a woman start her car, the manager rewarded him. What type of control did the restaurant manager use in these two instances?

d. bureaucratic

Ironically, ____ control may lead to even more pressure for workers to conform to expectations than ____ control. a. concertive; normative b. normative; concertive c. bureaucratic; concertive d. concertive; bureaucratic e. behavior; concertive

d. concertive; bureaucratic

A company developed a(n) ____ to allow its more than 50 department heads and executive managers to use a Web browser to view sales results and distribution plans with

d. corporate portal

The traditional approach to controlling financial performance does NOT examine ____.

d. customer defections

The product quality characteristic of ____ is defined as the mean time before product failure.

d. durability

A company that embroiders t-shirts, uses 15,000 plain t-shirts annually. The optimal order quantity is 500 shirts. The company embroiders approximately 150 shirts daily. Using the ____ calculations, the company knows it should place an order approximately every 3 days.

d. economic order quantity

Quality is typically defined and measured in three ways. They are ____. a. costs, profitability, and customer satisfaction b. value, customer satisfaction, and conformance to expectations c. profitability, reliability, and conformance d. excellence, value, and conformance to expectations e. performance, conformance, and reliability

d. excellence, value, and conformance to expectations

A car manufacturer ordered 20,000 window assemblies from a supplier. To make sure the assemblies were made to specifications, the supplier of the window assemblies shipped a sample to the car manufacturer for testing. This is an example of ____ control. a. feedback b. contiguous c. suboptimal d. feedforward e. synergistic

d. feedforward

Process modification, material/product substitution, and ____ are the three strategies used for waste prevention and reduction. a. collective reuse b. modification of organizational culture c. process diversification d. good housekeeping e. product innovation

d. good housekeeping

A chain of specialty fashion stores has interviewed a sample of its female customers and learned that a customer can be expected to visit the store looking for new merchandise on average every two weeks. The chain of stores was able to set this standard through ____.

d. listening to customers

A sales manager requires each member of his sales force to make three calls per day on current customers, to call on two potential customers every week, and to sell a minimum of $10,000 worth of merchandise weekly. Which of the following control methods does this indicate the sales manager is using? a. normative b. market-oriented c. industrial betterment d. objective e. administrative

d. objective

Data clusters ____.

d. occur when three or more database elements occur together in a significant way

Imagine a manufacturer that has a 99 percent error-free production rate and decides it wants 100 percent error-free production. Its management needs to examine ____ to determine if the costs of increased controls outweigh the benefits of error-free production. a. cybernetic costs b. benchmarks c. financial ratios d. regulation costs e. feedback loops

d. regulation costs

The average time between breakdowns (for machinery) is referred to as ___?

d. reliability

A report calling for a company to set clear targets to improve fuel economy and to cut factory emissions would want the company to establish emission control ____.

d. standards

The goal of an executive information system is to provide information that is accurate, complete, relevant and ____.

d. timely

By examining checkout data, supermarkets have learned that people who are buying beer typically also buy a bag of salty snacks. As a result of this finding from ____, supermarkets often place displays of beer near the chips and pretzel aisle.

data mining

By examining checkout data, supermartkets have learned that people who are buying beer typically also buy a bag of salty snacks. As a result of this _________, supermarkets often place displays of beer near the chips and pretzel aisle.

data mining

On the television show Threshold, there are people who monitor all of the police reports from all over the United States looking for patterns within the data that may indicate alien activity. These computer people are engaged in:

data mining

The Food and Drug Administration (FDA) could use data it has collected from millions of suspected drug-related adverse event reports and other electronic medical information to identify a pattern of adverse drug events in a specific population. This data collected by the FDA would be held in a(n) ____.

data warehouse

The data used in data mining typically come from ____ that store huge amounts of data that have been prepared for data mining analysis by being cleaned of errors and redundancy.

data warehouses

Companies that use electronic data interchange, extranets, and the Internet to gain a competitive advantage have experienced:

decreased costs

The best-selling executive information systems can be used to:

do all of these

The hurried communication of vague, unclear messages is a common problem associated with ____ communication

downward

The three formal communication channels in organizations are categorized as ____.

downward, horizontal, upward

which one of the following traits refers to high levels of effort and is characterized by achievement, motivation, ambition, energy, tenacity, and initiative

drive

the primary disadvantage of geographic departmentalization is ___

duplication of resources

A product's quality is determined by its ____.

durability, reliability, and serviceability

Which of the following statements about the Balanced Scorecard approach to control is true?

e. All of the perspectives examined by the Balanced Scorecard approach are of equal importance to a company's success.

An article on public libraries contained the following statement: "The Balanced Scorecard helps organize and run the library according to a specific strategic plan, while demonstrating the library's value to the community as a whole." Standards suggested to use with the ____ area of the Balanced Scorecard include how quickly and effectively a new service can be offered and how the training staff responds to its introduction. a. financial perspective b. policies and procedures perspective c. customer perspective d. internal business perspective e. innovation and learning perspective

e. innovation and learning perspective

Which of the following statements about the Balanced Scorecard approach to control is true? a. The customer perspective is the most important in the control process. b. The company's analysis of its controllable environment is most important to the company's success. c. The innovation and learning perspective is the most important in the control process. d. The company's analysis of its noncontrollable environment is most important to the company's success. e. All of the perspectives examined by the Balanced Scorecard approach are of equal importance to a company's success.

e. All of the perspectives examined by the Balanced Scorecard approach are of equal importance to a company's success.

Which of the following statements about service recovery is true?

e. All of these statements about service recovery are true.

An article on public libraries contained the following statement: "The Balanced Scorecard helps organize and run the library according to a specific strategic plan, while demonstrating the library's value to the community as a whole." When dealing with the customer area of the Balanced Scorecard, the article advised librarians to use customer surveys. Why might this be a poor strategy to use? a. It could create information overload. b. Customer surveys are never reliable. c. Stakeholders should not be involved in the creation of a Balanced Scorecard. d. Results may only reveal halo effects. e. Customer surveys are typically misleading, skewed to positive feedback.

e. Customer surveys are typically misleading, skewed to positive feedback.

Which of the following statements about ISO 9000 is true?

e. ISO 9000 certification may be suspended or canceled if previously certified companies fail to follow quality procedures.

According to ____, the cost of computing will drop by 50 percent as computer-processing power doubles every 18 months.

e. Moore's law

____ is a measure of performance that indicates how many inputs it takes to produce or create an output.

e. Productivity

____ costs are the costs associated with implementing or monitoring control.

e. Regulation

____ occurs when performance improvement is attained in one part of an organization but only at the expense of decreased performance in another part.

e. Suboptimization

Unsupervised data mining is particularly good at identifying ____.

e. all of these

Which of the following is a method managers can use to achieve control in their organizations? a. bureaucratic b. self-control c. concertive d. normative e. all of these

e. all of these

A provider of computer technical support that is using the Balanced Scorecard approach to control would look at ____. a. the percentage of its employees that have received training during the last year b. customer defections c. its cash flow d. percentage of computer owners that requested support more than five times in a month e. all of these and more

e. all of these and more

Have you ever purchased a book or CD on Amazon.com and noticed that as soon as you put your selection in the shopping cart, you were offered a series of other items that people who made the same purchase as you did also bought? This would be an example of ____ data mining.

e. association

Companies that rely on bureaucratic control tend to ____.

e. be highly resistant to change

Companies that rely on bureaucratic control tend to ____. a. have no contingency plans b. rely on group norms rather than formalized rules and regulations c. value their human resources above all others d. be extremely responsive to their customers' needs e. be highly resistant to change

e. be highly resistant to change

The two types of objective controls managers use are ____. a. output and input b. administrative and participative c. self-control and organizational control d. autonomous and individualized e. behavior and output

e. behavior and output

Instead of individual sales people calling on its business customers, Cedartree Tech uses sales teams. The sales team is given complete responsibility for developing long-term partnering relationships with each customer. What kind of control would the company's sales managers most likely approve? a. human resources control b. participative control c. self-control d. administrative control e. concertive control

e. concertive control

Control is a(n) ____ process. a. standardized, periodic, and cybernetic b. flexible, intermittent, and automated c. standardized, periodic, and robotic d. continuous, flexible, and automated e. continuous, dynamic, and cybernetic

e. continuous, dynamic, and cybernetic

A product's quality is determined by its ____.

e. durability, reliability, and serviceability

Companies relying on a trucking company providing just-in-time (JIT) transportation would _____?

e. expect the chemical and dry bulk products to be delivered as they are needed by the production line

A manufacturer of automatic locking devices shipped 20,000 devices to a car manufacturer that was unable to use them because of a design flaw. If the manufacturer of the devices waited until the parts were returned before determining why it created unusable component parts, it would be using ____ control.

e. feedback

Many organizations rely on teaming as a key to their productivity and credit their use of teams with performance improvements in such areas as efficiency and quality. This statement is another way to illustrate ____.

e. how teamwork can result in total quality management

A company makes only one product. The company is carefully evaluating what it learned in becoming such a success to see if it could use the same strategy to expand internationally. Which perspective of the Balanced Scorecard is this manufacturer emphasizing? a. financial perspective b. policies and procedures perspective c. customer perspective d. internal business perspective e. innovation and learning perspective

e. innovation and learning perspective

In general, the lower the number of inventory turns, the more efficiently the marketing department is operating.

false

Raw data contain useful information that communicate a clear and readily understandable message to the person for which the data were gathered

false

An article on public libraries contained the following statement: "The Balanced Scorecard helps organize and run the library according to a specific strategic plan, while demonstrating the library's value to the community as a whole." When dealing with the ____ area of the Balanced Scorecard, the article advised librarians to ask, "How can the library continue to improve and create value?" a. financial perspective b. policies and procedures perspective c. customer perspective d. internal business perspective e. innovation and learning perspective

e. innovation and learning perspective

The ____ of a maker of cloth dolls would include over 200 yards of fabric, 100 yards of ribbon, a box of 500 wiggle eyes, stuffing, 20 dolls in various stages of completion, and 15 completed dolls.

e. inventory

Normative controls should be used when ____. a. cause-and-effect relationships are clear b. workers have been taught self-control skills c. responsibility for task accomplishment is given to autonomous work groups d. it is necessary to standardize all operations e. organizational culture, values, and beliefs are strong

e. organizational culture, values, and beliefs are strong

The term ____ refers to facts and figures that are in an unusable form.

e. raw data

Which of the following factors can help managers determine whether more or different control is worthwhile?

e. regulation costs

A manager has instructed Ralph and his fellow workers to develop a daily theme such as patience, empathy, and kindness. Each day, the workers are to try to emphasize the theme as they work with customers, suppliers, and each other. What kind of a control system is Ralph's manager using?

e. self-control

When a CEO of a company says that TQM 's payoff comes when everyone shares solutions with others, the CEO is promoting which characteristic of TQM?

e. teamwork

Because they are inexpensive and easy to use, ____, which convert printed text and pictures into digital images, have become an increasingly popular method for capturing data electronically.

electronic scanners

Because they are inexpensive and easy to use, ________, which convert printed text and pictures into digital images, have become an increasingly popular method for electronically capturing data.

electronic scanners

because they are inexpensive and easy to use, __, which convert printed text and printed text and pictures into digital images, have become an increasingly popular method for capturing data electronically

electronic scanners

Organizational silence occurs when ____.

employees believe that telling managers about problems will not make a difference

according to __, people will be motivated when they perceive they are being treated fairly

equity theory

Quality is typically defined and measured in three ways. They are ____

excellence, value, and conformance to expectations

Quality is typically defined and measured in three ways. They are ____.

excellence, value, and conformance to expectations

A(n) ____ uses internal and external sources of data to provide managers and executives the information they need to monitor and analyze organizational performance.

executive information system

Three kinds of information technology are used by executives, managers, and workers inside the company to access and share information. They are ____.

executive information systems, portals, and intranets

Companies relying on a trucking company providing just-in-time (JIT) transportation would _____?

expect the chemical and dry bulk products to be delivered as they are needed by the production line

Just a teaspoon too much or too little of a single ingredient can turn a great cake into a mediocre cake. The ability to know just how much too add, how long to stir, and how the cake should smell when it is cooked is a skill that a long-time baker would have. Through the use of ______, others can capture this specialized knowledge.

expert systems

Just a teaspoon too much or too little of a single ingredient can turn a great cake into a mediocre cake. the ability to know just how much to add, how long to stir, and how the cake should smell when it is cooked is a skill that a long-time baker would have. through the use of __, others can capture this specialized knowledge

expert systems

According to attribution theory, the defensive bias makes workers more likely to attribute their performance problems to:

external causes

A company has built a(n) ____ that will automate its purchasing transactions and other e-commerce activities with its small- to mid-size suppliers. It will provide thousands of the company's suppliers with secure access to critical trading partner information and will facilitate trading partner automation.

extranet

A(n) __________ allows companies to exchange information and conduct transactions by purposely providing outsiders with direct, Web browser-based access to authorized parts of a company's intranet.

extranet

Independent owners of Ace Hardwae Stores can access data on new products, store layouts, pricing strategies and customer promotions by using a(n) _________ to gain Web-based access to a portion of the Ace Hardware Corporate network.

extranet

a(n) __ allows companies to exchange information and conduct transactions by purposefully providing outsiders with direct, Web browser-based access to authorized parts of a company's intranet

extranet

Raw data

facts and figures

A data warehouse stores raw data that have been collected from a variety of sources for later use.

false

Concertive control produces less stress for workers than bureaucratic control

false

Cross-department coordination tends to be very easy in organizations with functional departmentalization

false

The first company to use new information technology to substantially lower costs or differentiate products or services often gains ____.

first-mover advantage

The first company to use new information technology to substantially lower costs or differtiate products or services often gains:

first-mover advantage

The balanced scorecard approach to control

forces managers at each level of the company to set specific goals and measure performance in each of four areas

The ____ is the system of official channels that carry organizationally approved messages and information.

formal communication channel

the_____is the system of official channels that carry organizationally approved messages and information.

formal communication channel

One of the best ways for top managers to hear what others feel and think is through:

frequent informal meetings

which of the following statements about functional departmentalization is true?

functional departmentalization allows work to be done by highly qualified specialists

according to management expert Bill Roche, results from goal setting can virtually be guaranteed, but only if "you have first won the hearts and minds of your workers. when they are on board with the goal they agree that it is important and can be done you really will get dramatic improvement." Roche is describing __

goal acceptance

Process modification, material/product substitution, and ____ are the three strategies used for waste prevention and reduction.

good housekeeping

three strategies for waste prevention and reduction

good housekeeping, material/product substitution, process modification

Authorization

granting authenticated users approved access to data, software, and systems

Control is a cybernetic process because it:

has a feedback loop

refer to Oakland Athletics. billy beane is an example of a leader because he __

has a strong desire to lead

the normative decision theory __

helps managers determine how much employee participation should be used in decision making

Unlike an executive information system, a decision support system (DSS) ____.

helps managers understand problems and potential solutions by acquiring and analyzing information with sophisticated models

Which of the following is a specific component of internal service quality?

high value service

Biometrics

identifying users by unique, measurable body features, such as fingerprint recognition or iris scanning

Research at three universities has confirmed that two basic leader behaviors,_________and________, are central to successful leadership.

initiating structure; consideration

A company makes only one product. The company is carefully evaluating what it learned in becoming such a success to see if it could use the same strategy to expand internationally. Which perspective of the Balanced Scorecard is this manufacturer emphasizing?

innovation and learning perspective

oftentimes when an individual is running for a local political office, he or she makes lots of promises. when the individual wins the election and assumes office, he or she is often unable to carry through on political promises, an inability which leads to perceived problem with __

integrity

According to attribution theory, we use two general reasons or attributions to explain people's behavior. They are:

internal and external attributions

In the perceptual process, _______ is the process of attaching meaning to new knowledge

interpretation

A(n) __________ is a private company network that allows employees to easily access, share, and publish information using Internet software.

intranet

ISO 14000 ____.

is a series of international standards for managing, monitoring, and minimizing an organization's harmful effect on the environment

According to the resource-based view of information technology, sustainable competitive advantage:

is accurately described by all of these

___ is characterized by simple, easy-to-learn steps; low variety; and high repeition

job specialization

In nonverbal communication, the term_______refers to movements of the body and face.

kinesics

which of the following statements about knowledge is true

knowledge is the understanding that one gains from information

Fiedler's contingency theory assumes

leaders are effective when their work groups perform well

in terms of the chain of command, ___ authority is the right to command immediate subordinates, while ___ authority is the right to advise but not command others who are not subordinates

line; staff

A chain of specialty fashion stores has interviewed a sample of its female customers and learned that a customer can be expected to visit the store looking for new merchandise on average every two weeks. The chain of stores was able to set this standard through:

listening to customers

Companies may determine standards by _____.

listening to customers

a glass of water and shelter from a snowstorm would be examples of __, and a gold necklace and tickets to see professional wrestling would not be

low-order needs

The lowest degree of processing occurs in ____ operations, where a company orders parts and assembles standardized products before receiving customer orders.

make-to-stock

Which of the following types of operations are most dependent on the accuracy of sales forecasts?

make-to-stock operations

Economic value added (EVA) is so important because it ____

makes managers at all levels pay much closer attention to how they run their segment of the business

Authentication

making sure potential users are who they claim to be

Which of the following is one of the primary tasks faced by managers who want to improve organizational communication?

managing organization-wide communication

operations management

managing the daily production of goods and services

The two basic methods of capturing information are:

manual and electonic

The two basic methods of capturing information are ____.

manual and electronic

job shops

manufacturing operations that handle custom orders or small batch jobs

line-flow production

manufacturing processes that are preestablished, occur in a serial or linear manner, and are dedicated to making one type of product

Balanced scorecard

measurement of organizational performance improvement in one part of an organization at the expense of decreased performance in another part

Balanced Scorecard

measurement of organizational performance in four equally important areas: finances, customers, internal operations, and innovation and learning

which of the following statements about mechanistic organizations is true

mechanistic organizations work best in stable, unchanging business environments

Which of the following is NOT an example of a security problem that may threaten data and data networks?

mob flashing

Which of the following is NOT a source of significant costs associated with useful information?

mobilization

______ is the tendency to notice and accept objects and information consistent with our values, beliefs, and expectations while ignoring, screening out, or not accepting inconsistent information

selective perception

The easier it is to maintain a working product or fix a broken product, the more ____ that product appears.

serviceable

Income Statements

shows what has happened to an organizations income, expenses, and net profit over a period of time

A company that wants to create a first-mover advantage needs to know that such a strategy can result in:

significant expense

Virtual private network

software that securely encrypts data sent b employees outside the company network, decrypts the data when they arrive within the company computer network, and does the same when data are sent back to employees outside the network

Jennifer Lee works in the public relations department of a large pharmaceutical company. it is her job to write speeches for the company's top managers, to issue press and video releases, to host plant tours, and to be involved in community affairs. Lee has ___

staff authority

The objective of the company that manufactures liqueur is to grow its international business. To determine its success, it compares its current export sales to 1998, the first year it had double digit growth in exports. For this company, the 1998 exporting data provide a(n):

standard

Control is a(n) ____ process.

standardized, periodic, and cybernetic

A report calling for a company to set clear targets to improve fuel economy and to cut factory emissions would want the company to establish emission control ________.

standards

In October 2005, Cadbury Schweppes losses caused it to scale back its financial projections for the remainder of the year. These financial projections were _______ for the beverage company

standards

_______ are a basis of comparison for measuring the extent to which organizational performance is satisfactory or unsatisfactory

standards

Data warehouse

stores huge amounts of data that have been prepared for data mining analysis by being cleaned of errors and redundancy

A large university library has decided to make it nearly impossible for all but the most renowned Civil War experts to access their Civil War collection. The librarian in charge of this collection feels that this new policy will adversely influence the use of the collection in research on the experiences of everyday people during the war. This is an example of the use of control creating ____.

suboptimization

NutriStar bakery has decided to downsize its staff to cut its overhead costs. This has been financially beneficial for the bakery. However, the reduction in the number of staff has adversely impact efficiency in the customer service section. Which of the following concepts is illustrated in the scenario?

suboptimization

Using ____ data mining, the user usually begins by telling the data mining software to look and test for specific patterns and relationships in a data set.

supervised

The two major types of data mining are ____.

supervised and unsupervised

The two types of data mining are:

supervised and unsupervised

to use expectancy theory to motivate employees, managers can

systematically gather information to find out what employees want from their jobs

Radio frequency identification tags

tags containing miniscule microchips that transmit information via radio waves and can be used to track the number and location of the objects into which the tags have been inserted

Protecting information

the process of ensuring that data are reliably and consistently retrievable in a usable format for authorized users but no one else

bill belichick is the coach of the new England patriots football team. as a successful coach, he has to schedule structured practices, emphasize careful planning, and assign tasks. he also has to show the players that he genuinely cares about them as people. according to the blake and mouton grid, belichick's leadership style would be characterized as __

team management

When a CEO of a company says that TQM 's payoff comes when everyone shares solutions with others, the CEO is promoting which characteristic of TQM?

teamwork

Optical character recognition

the ability of software to convert digitized documents into ASCII text or PDF documents that can be searched, read, and edited by work processing and other kinds of software

inventory

the amount and number of raw materials, parts, and finished products that a company has in its possession

Economic value added

the amount by which company profits (revenues minus expenses, minus taxes) exceed the cost of capital in a given year

Economic Value Added (EVA)

the amount by which company profits (revenues-expenses-taxes) exceed the cost of capital in a given year

raw material inventories

the basic inputs in a manufacturing process

component parts inventories

the basic parts used in manufacturing that are fabricated from raw materials

Standards

the basis of comparison for measuring the extent to which various kinds of organizational performance are satisfactory or unsatisfactory

The more that EVA exceeds the total dollar cost of capital...

the better a company has used investors' money that year

ordering cost

the cost associated with ordering inventory, including the cost of data entry, phone calls, obtaining bids, correcting mistakes, and determining when and how much inventory to order

stockout cost

the cost incurred when a company runs out of a product, including the transaction cost to replace inventory and the loss of customers' goodwill

Retrieval cost

the cost of accessing already-stored and processed information

setup cost

the cost of downtime and lost efficiency that occurs when a machine is changed or adjusted to produce a different kind of inventory

holding cost

the cost of keeping inventory until it is used or sold, including storage, insurance, taxes, obsolescence, and opportunity costs

Acquisition cost

the cost of obtaining data that you don't have

Storage cost

the cost of physically or electronically archiving information for later use and retrieval

Communication cost

the cost of transmitting information from one place to another

Processing cost

the cost of turning raw data into usable information

Regulation Costs

the costs associated with implementing or maintaining control

Regulation costs

the costs associated with implementing or maintaining control

manufacturing flexibility

the degree to which manufacturing operations can easily and quickly change the number, kind, and characteristics of products they produce

The basic control process begins with

the establishment of clear standards of performance

The basic control process begins with:

the establishment of clear standards of performance

The basic control process of business begins with ____.

the establishment of clear standards of performance

The basic control process of business begins with _____.

the establishment of clear standards of performance

The basic control process of business begins with:

the establishment of clear standards of performance

Cybernetic Feasibility

the extent to which it is possible to implement each step in the control process

Cybernetic feasability

the extent to which it is possible to implement each step in the control process

finished goods inventories

the final outputs of manufacturing operations

According to attribution theory, internal rather than external causes makes managers more likely to attribute workers' problems or failures to:

the fundamental attribution error

The quality of the comparison of actual performance to performance standards depends on...

the measurement and information systems a company uses to keep track of performance --> the better the system, the easier it is for companies to track their progress and identify problems that need to be fixed

After comparing performance to standards, the next step of the control process is

to identify performance deviations, analyze those deviations, and then develop and implement programs to correct them

Processing information

transforming raw data into meaningful information

At their core, companies are production systems that combine inputs such as labor, raw materials, capital, and knowledge to produce outputs such as finished goods or services.

true

Data mining often reveals data clusters where three or more database elements occur together.

true

Electronic data interchange, or EDI, is the direct electronic transmission of purchase and ordering information from one company's computer system to another company's computer system.

true

ISO 9000 is a series of five international standards for achieving consistency in quality management and quality assurance because they ensure that companies carefully document the steps they take to create and improve product quality.

true

Intranets are private company networks that allow employees to easily access, share, and publish information using Internet software

true

Moore's law refers to the prediction that the cost of computing will drop by 50 percent every 2 years as computer-processing power doubles.

true

Stockout costs are incurred when a company runs out of finished products.

true

T/F: All manufacturing operations produce physical goods

true

T/F: At their core, companies are production systems that combine inputs such as labor, raw materials, capital, and knowledge to produce outputs such as finished goods or services

true

T/F: Durability is a quality characteristic that applies to products that are can't be repaired, only replaced

true

T/F: Generally speaking, it costs ten times as much to find a new customer as it does to keep an existing customer

true

T/F: Higher productivity is good not only for individual companies that achieve it but also for the countries in which they do business

true

T/F: ISO 9000 is a series of five international standards for achieving consistency in quality management and quality assurance because they ensure that companies carefully document the steps they take to create and improve product quality

true

T/F: In TQM, customer focus and satisfaction, continuous improvement, and teamwork mutually reinforce each other to improve quality throughout a company

true

T/F: Make-to-stock operations are highly dependent on the accuracy of sales forecasts

true

T/F: The companies that have won the Baldrige Award have achieved superior financial returns

true

T/F: The five characteristics that typically distinguish a quality service are reliability, tangibles, responsiveness, assurance, and empathy

true

T/F: The purpose of service recovery is to restore customer satisfaction to strongly dissatisfied customers

true

T/F: The purpose of the Baldrige National Quality Award is to recognize U.S. companies for their achievements in quality and business performance and to raise awareness about the importance of quality and performance excellence as a competitive edge

true

T/F: Total quality management (TQM) is an integrated organization-wide strategy for improving product and service quality

true

The first airline that technologically allowed passengers to buy their plane tickets and reserve their seats online had a first-mover advantage.

true

Three major types of information technology are used by executives, managers, and workers inside the company to access and share information. They are executive information systems, intranets, and corporate portals.

true

as a leader behavior, initiating structure is the degree to which a leader structures the roles of followers by setting goals, giving directions, setting deadlines, and assigning tasks

true

as described in the path-goal theory, directive leadership is similar to the key leadership behavior of initiating structure

true

data encryption transforms data into complex, scrambled digital codes that can only be unencrypted by authorized users who possess unique decryption keys

true

in a decentralized organization, workers closest to problems are authorized to make the decisions necessary to solve the problems on their own

true

leadership is the process of influencing others to achieve group or organizational goals

true

matrix departmentalization is a hybrid structure in which two or more forms of departmentalization, such as the product and functional forms are used together

true

motivation is the set of forces that initiates, directs, and makes people persist in their efforts to accomplish a goal

true

one of the simples, most effective ways to motivate workers is to give them specific, challenging goals that they accept

true

the first airline that used technology to allow passengers to buy their plane tickets and reserve their seats online had a first-mover advantage

true

the key to sustaining a competitive advantage is using information technology to continuously improve and support the core functions of a business

true

the primary difference between raw data and information is meaning to the user

true

the term data mining refers to the process of discovering unknown patterns and relationships in large amounts of data

true

three major types of information technology are used by executives, managers, and workers inside the company to access and share information. they are executive information systems, intranets, and corporate portals

true

transformational leadership is leadership that generates awareness and acceptance of a group's purpose and mission gets employees to see beyond their own needs and self-interest for the good of the group

true

people with machiavellian personalities believe that virtually any type of behavior is acceptable if it helps satisfy needs or accomplish goals. add that skill to someone with the ability to create strong bonds with followers and you have described a leader who is a(n) __

unethical charismatic leader

Using ____ data mining, the user simply tells the data mining software to uncover whatever patterns and relationships it can find in a data set.

unsupervised

Materials requirement planning (MRP) is ____.

used with dependent demand systems

Information

useful data that can influence people's choices and behavior

The key to sustaining competitive advantage is ____.

using information technology to continuously improve and support the core functions of a business

The key to sustaining competitive advantage is:

using information technology to continuously improve and support the core functions of a business

the key to sustaining competitive advantage is __

using information technology to continuously improve and support the core functions of a business

Web services

using standardized protocols to describe and transfer data from one company in such a way that those data can automatically be read, understood, transcribed, and processed by different computer systems in another company

a(n) __ organization is part of a network in which many companies share skills, costs, capabilities, markets, and customers with each other

virtual

Although firewalls can protect personal computers and network service connected to the corporate network, people away from their offices who interact with their company networks via the Internet face a safety risk.

virtual private networks

The establishment of ____ is an information security procedure that encrypts Internet data at both ends of the transmission process.

virtual private networks

The establishment of _______ is an information security procedure that encrypts Internet data at both ends of the transmission process.

virtual private networks

__ is leadership that creates a positive image of the future that motivates organizational members and provides direction for future planning and goal setting

visionary leadership

According to the text, which of the following levels of waste minimization produces the greatest minimization of waste?

waste prevention and reduction

According to the text, which of the following levels produces the greatest minimization of waste?

waste prevention and reduction

In which of the following cases would written communication be preferable to oral communication?

when messages are very simple

Data clusters

when three or more database elements occur together (i.e., cluster) in a significant way

Association or affinity patterns

when to or more database elements tend to occur together in a significant way

Electronic data interchange

when two companies convert their purchase and ordering information to a standardized format to enable the direct electronic transmission of that information from one company's computer system to the other company's computer system

Sequence patterns

when two or more data base elements occur together in a significant pattern, but one of the elements precedes the other