BAS 160 - week 12 - Practice Test for Exam 3 (Chapters 9, 10, 11, and 13)

The Deming Cycle is

A checklist that enables managers to evaluate employee performance more systematically.

During the employee selection process, the screening interview is often conducted by

A member of the human resources department.

The concept that a hierarchy of human needs could be used to explain motivation was developed by

Abraham Maslow.

What is a likely reason that a company would move its facility from one location to another?

Access to various modes of transportation

In today's quality control programs, emphasis is placed on

Achieving customer satisfaction.

As a group, Millennials tend to be

Adaptable, tolerant, and tech-savvy.

In a(n) __________, an inexperienced worker learns by working alongside an experienced employee to master the skills and procedures of a craft.

Apprenticeship program

In manufacturing, a(n) __________ is used to produce large quantities of a few types of products.

Assembly-line layout

According to Maslow, a higher-order need

Becomes a source of motivation after lower-order needs are satisfied.

Operations management is a specialized area in management that converts resources into

Both goods and services.

A __________ is a word, letter, or group of words or letters that differentiate the goods and services of a seller from those of competitors.

Brand name

The last step in the marketing process often includes

Building relationships with customers.

Manufacturing output in the United States continues to increase. The high unemployment of skilled workers who previously worked in the manufacturing sector

Can be reconciled by the fact that manufacturing is very efficient and requires fewer workers to produce the same amount, or even more output.

The selection process may include a(n) __________, where employment is only guaranteed for a specified period of time, until either a permanent offer is extended or the employee is discharged.

Contingent period/workers

A production process characterized by long production runs to turn out finished goods over time is known as a(n)

Continuous process.

The time when all employees must be present in a flextime plan is referred to as

Core hours

In a PERT network, the sequence of tasks that takes the longest to complete is called the

Critical path.

One factor that influences the consumer decision-making process is __________, referring to the set of values, attitudes, and ways of doing things passed from one generation to another in a given society.

Culture

Firms that have adopted __________ seek to do more than simply sell a product; they seek to learn as much as possible about their customers in order to satisfy them with goods and services over time.

Customer relationship management

The Hawthorne studies were conducted by __________ and his colleagues from Harvard University.

Elton Mayo

One implication of today's flatter corporate structures is that

Employees are more likely to get a lateral transfer, before a promotion.

__________ is the process of identifying factors that can affect marketing success.

Environmental scanning

The first step in the performance appraisal process is to

Establish performance standards.

The characteristic of work that is concerned with the amount of direct and clear information employees receive about their performance is called

Feedback.

In __________, machines are designed to do multiple tasks so that they can produce a variety of products.

Flexible manufacturing

A firm that uses __________ segmentation divides a market into groups based on life stage, race, or profession.

Gemographic

The generation born between 1980 and 1995 is known as

Generation Y.

Herzberg's research identified several __________ factors that were related to the job environment and did not necessarily motivate employees if they were increased but could cause employees to become dissatisfied if they were missing or inadequate.

Hygiene

__________ is a set of international standards for quality management and assurance standards.

ISO 9000

According to equity theory, what are employees most likely to ask?

If I do a good job, will it be worth it?

The Hawthorne studies concluded that worker motivation

Improved when employees felt like their ideas were respected.

One of the social trends that marketers must monitor to maintain their close relationship with customers is the

Increase in the number of older Americans.

What was the result of the Civil Rights Act of 1991?

It allows victims of discrimination to seek punitive damages.

__________ emphasizes motivating the worker through the characteristics of the job itself.

Job enrichment

A __________ is a statement that identifies the minimum qualifications required of a worker in order to perform a specific job.

Job specification

The __________ National Quality Award is given to firms that achieve an outstanding level of overall quality based on performance in seven key areas.

Malcolm Baldrige

_________ is the process of training and educating employees to become good managers and then developing their managerial skills over time.

Management development

__________ is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large.

Marketing

The significant increase in consumer demand following World War II marked the beginning of the

Marketing concept era.

Which term involves the analysis of markets to identify opportunities and challenges?

Marketing research

__________ means tailoring products to meet the needs of a large number of individual customers.

Mass customization

MRP is the acronym for _____.

Material Requirements Planning

Off-the-job training is changing and today it

May include higher education.

Corporate managers who supervise, coach, and guide lower-level employees and serve as their organizational sponsors are called

Mentors.

Unlike an assembly line where workers perform only a few tasks, in a __________ layout, teams of workers combine to perform a variety of tasks needed to produce more complex units of a final product.

Modular

What is a marketing strategy in which the focus is on small but profitable market segments?

Niche marketing

Equity judgments are based on

People's perceptions.

The goal of lean manufacturing is to

Produce goods and services with less of everything that goes into the process.

Marketers define a __________ as any physical good, service, or idea that satisfies a want or need.

Product

__________ consists of all the techniques sellers use to persuade consumers to buy their goods and services.

Promotion

A firm's marketing mix consists of four major components, which are generally referred to as the four

Ps.

__________ is the set of activities for obtaining the right number of people at the right time in order to select those who best meet the needs of the organization.

Recruitment

Salespeople often are paid a __________ based on a percentage of their sales.

Revenue commission

__________ consists of information that has already been researched by others and is published in journals or books or has been made available online.

Secondary data

The degree to which a job has a substantial impact on the lives or work of others in the organization is referred to as

Task significance.

__________ is the term William Ouchi used to refer to the management approach typically used by firms in the United States.

Type A

William Ouchi called the management approach typically used by Japanese firms

Type J

As an important step in the human resource selection process, what will expedite the process of conducting background investigations and promises to get suitable results?

Use hiring services such as GoodHire to conduct criminal checks and driving records.

Computer and robotics training is sometimes performed in a nearby classroom-type setting. We refer to this near-the-job-training as

Vestibule training.

Theory __________ managers see employees as people who avoid responsibility and have little ambition.

X

Theory __________ assumes that the average person likes work and has a relatively high degree of imagination and creativity.

Y

For many types of service organizations such as hospitals, hotels, and airlines, the primary cost of operations is

compensation of labor.

Expensive software that enables computer-aided design machines to communicate with computer-aided manufacturing machines is called

computer-integrated manufacturing.

What is a technique used to obtain primary data?

conducting personal interviews with potential customers

The first step toward establishing open communication within an organization is to

create an organizational culture that rewards listening.

An example of a(n) __________ is building a new home on a lot.

fixed-position layout

A __________ group consists of a small group of people who meet under the direction of a discussion leader to discuss opinions about an organization, its products, or other issues.

focus

Production activities that add value create

form utility.

B2B markets tend to be

geographically concentrated.

In recent years, the service sector of the U.S. economy has

grown much more rapidly than the manufacturing sector.

Workers who punch a time clock typically are paid a(n)

hourly wage.

According to Herzberg, a sense of achievement, earned recognition, and interest in the work itself were all

important motivators.

Promotions and transfers are __________ sources available to human resource managers in their recruiting efforts.

internal

Theory Y managers prefer

letting employees set their own objectives.

A __________ marketing strategy develops products and promotions designed to please large groups of people.

mass

A consumer's decision-making process is influenced by their __________, consisting of those people who help shape the consumer's beliefs, attitudes, values, or behavior.

reference group

The Six Sigma approach to quality control

relies on a special team of experts to examine every unit of output at the end of the production process. or Allows only 3.4 defective units per one million units produced.

When managing your human resources, __________ is the process of deciding who should be hired, under legal guidelines, to serve the best interests of the individual and the organization.

selection

Frank and Lillian Gilbreth thought that every job could be broken down into a series of elementary motions that they called

therbligs.

The purpose of __________ is to increase an employee's ability to perform productively.

training and development