Bfound Test 2

Jeremy notices that sales in his department have declined and brings together his sales staff, marketing staff members, and product development department staff members to participate in a round-table discussion to generate as many new ideas as possible for solutions to the declining sales without criticizing or ridiculing the ideas of others. Jeremy is using.

brainstorming

One of the biggest benefits of external recruiting is its ability to

bring in new perspectives and varied backgrounds.

Which of the following products will most likely not require a fixed-position layout?

canoe

Betsy's Bakery can produce 500 loaves of bread, 1,000 pastries, and wait on 500 customers in eight hours. This is an assessment of Betsy's Bakery's

capacity

The number of customers RJs Restaurant can serve at one time is the restaurant's

capacity

When managers at M & M are in the process of operational planning, they must compare market demand with

capacity

A business that is characterized by high initial costs to enter and low operating costs is termed

capital intensive

A steel recycling business in which scrap steel is melted down and formed into rebar with machines and equipment doing

capital intensive technology

Billy Sports Investments needs to make risky decisions on a daily basis. Because of this, its managers are likely to

centralize decision making.

Macy Black has been working in an air conditioning repair company for about a month. This morning she noticed that they only had one of their most popular selling filters remaining. She is unsure of whom to report to for approval to order more because she is unclear about the

chain of command.

The line of authority that extends from the highest to the lowest levels of the organization is the

chain of command.

Theresa is an outside sales person for Cengage Learning. She is paid a salary and a ___ which is a percentage of sales revenue.

commission

Doug and Grover are friends at work and frequently voluntarily participate in activities outside of work with their work group. When Grover's wife was ill, the members of the work group babysat, brought the family food, and made sure they were taken care of but did not neglect their work in the office and still sought to meet or exceed company goals. Doug and Grover work in a ___ culture organization.

communal

Charlene is a manager of a department store. A large part of her day is spent conversing and e-mailing others, therefore, she uses ___ skills frequently during her day.

communication

When a business discovers that its female employees generally make less than its male employees, it should study the ___ of the positions occupied by both genders.

comparable worth

The College of Southern Nevada faculty pay scale is based on teaching experience and degrees earned. In addition to pay, it has a benefits package that includes medical insurance, dental insurance, life insurance, and retirement benefits. The policies and strategies used to create the employment compensation package comprise a

compensation system.

All but ___ are included in the different resources available to all managers.

competitors

Marion uses a computer program called a ___ to help develop products for his employer.

computer aid design (CAD)

Toyota uses ___ to design products and control the machinery needed to produce the finished product.

computer aided manufacturing (CAM)

A ___ computer system may be used to help design clothing and to control the machinery needed to produce the finished product.

computer integrated manufacturing (CIM)

A manager with ___ skills can see the big picture of how the various functions within the organization interact..

conceptual

Thomas likes to think in abstract terms and look ahead to how all of the pieces of his company fit together and what they can accomplish. Thomas has ___ skills.

conceptual

The Clark County School District is reviewing all of the jobs filled within the district and seeks to thoroughly understand what each job requires. To do this the Clark County School District would first

conduct a job analysis.

Melissa is required to attend a gathering where she will listen to a speech from one of the company board members who has been in the business for 40 years. This form of training and development is called

conference and seminars.

Fry Bread Inc. is planning a large summer party in Window Rock, Arizona, where sudden summer rainstorms are frequent. The individuals planning the party intend to have all activities held outside in a park utilizing the open-to-the sky park tables for the food. What type of planning is apparently lacking?

contingency

When a locally owned coffee shop heard that Starbucks may be coming to town, it developed a(n) _______ to establish alternative courses of action they could take if their competitive landscape changed.

contingency plan

All of the following are components of total quality management (TQM) except.

continuous monitoring of bottom line

In ___ manufacturing, the firm produces the same product(s) over a long period of time.

continuous process

A manager tasked with ensuring that a company reaches set goals by monitoring progress and taking corrective actions to adjust for deficiencies is exercising the ___ function of management.

controlling

The primary functions of a manager are:

controlling, organizing, planning, leading

Harlan's Used Autos prides itself on its efficiency and value in delivering vehicles that have had full mechanical reviews by trained mechanics before the vehicles are sold and a detailed list of known defects that have not been corrected provided to each customer. These characteristics can best be defined as Harlan's.

core competencies

Malinda, a sales representative; Thomas, an engineer; Andrew, an accountant; and Betsy, a human resource specialist, are placed in a group to devise new uses and marketing schemes for one of the company's existing products. Malinda is on a

cross-functional team.

Kenny's Market organizes its customers according to retail, wholesale, and online using the concept of departmentalization by

customer

Managers balance ___ and product requirements when deciding on a product line.

customer preferences

Janet has discussed a problem she is having with her AT&T communications services with an AT&T representative via chat. During the last chat, the AT&T rep writes that the company will be sending Janet a brief survey about the services she received so the company can better address customers' needs and concerns and requests that she complete it and return it. Which facet of total quality management (TQM) is being exercised?

customer satisfaction

Downtown Bank has a department to handle loans to individuals and a separate department to handle commercial loans. This bank has departmentalized by

customer.

An office supply business is organized by Home/Personal Use, Small Business, Large Business, and Large Institutions. Within each of these divisions, it is organized by finance, marketing, and human resources. The office supply company is organized by ___ then by ___.

customer; function

Techno Inc. operates in a complex and uncertain environment, therefore, it is likely the company will

decentralize the organization.

Tesla Motors decides to produce a new type of vehicle. It has determined the desired capacity and use of technology. The next step is to

decide whether to build a new plant or refurbish an existing plant

When a manager develops a set of possible alternative solutions and chooses one alternative from among that set, he or she is involved in the process of.

decision making

FriedoMac Inc. has a very centralized organization. This means that

decision making rests with a few top-level managers.

Fred is manager of Soft Rock Restaurant. He is called out of the restaurant to attend to restaurant matters at the bank. He tells Baxter, a worker at the restaurant, to oversee the operation while he is away and to be sure workers take their breaks. Fred has ____ duties to Baxter.

delegated

The degree of ___ will determine the degree of centralization of an organization.

delegation of authority

Renee has observed that her hair salon is suffering long periods without customers. To determine the cause of the problem she assembles all of the cosmetologists to get their input on the matter. Although she will make the ultimate decision regarding how to address the problem, she feels comfortable delegating decision-making authority to any member of her staff. This leadership style suggests that she is a(n) ___ leader.

participative

To downsize by attrition means that the company will reduce its workforce by

people leaving the company.

When a manager reviews the results of an employee's performance with the employee soon after completion of the employee's performance review, this is known as a(n)

performance feedback interview.

A(n) ___ is an outline of the actions an organization intends to take to accomplish its goals and objectives..

plan

What is the "first" management function?

planning

The executives and operations specialists for Aristocrat, Inc., a maker of computer gambling machines, meet and determine the operational plan for the next five years. Five years is Aristocrat's

planning horizon

The arrangement of machinery, equipment, and personnel within a production facility is the ___.

plant layout

Sam is doing a crossword puzzle and must find a word synonymous with authority. He should choose

power

Alexander Broich is at the top of the organizational chart for the international division of Cengage, Inc. His job title most likely is

president.

Once Used Automobile Sales will hire a new sales agent but wants to ensure the agent is honest. The most common methods of obtaining information about applicants are all of the following except

private investigators.

Toyota Motor Company builds cars. Its plant is organized into a fabrication section, welding section, painting section, and assembly line to assemble each vehicle. This type of plant layout is referred to as a(n) ___ layout.

process

A(n) ___ is used when different sequences of operations are required for creating small batches of different products.

process layout

In the Grimm's fairy tale, "The Elves and the Shoemaker", the elves sneaked into the shoemaker's shop at night while he was asleep. One elf cut the shoe leather and passed it to the next who sewed it. The third put the soles on the shoes and the last added the laces. The elves used a ___ layout.

product

Kraft Macaroni and Cheese has been on the market for many years and is still popular. All of the following except ___ are most likely used by Kraft to lengthen the life of Kraft Macaroni and Cheese.

product integration

A(n) ____ is used when all products undergo the same operations in the same sequence.

product layout

A ___ is a group of similar products that differ only in relatively minor characteristics.

product line

When Pizza Hut determined that it would add chicken, bread sticks, dipping sauces, and new pizza toppings to its menu,Pizza Hut was determining its

product line

A large department store is departmentalized by Women's Clothing, Children's Clothing, Men's Clothing, Housewares, Hardware, Home Furnishings, and Electronics. This store is departmentalized by

product.

Daniel and Ashack are outside salesmen for Wholesale Carpets. They have worked very hard to help the company profit because each year, in addition to their salary and commissions, the company distributes a percentage of its profits among its employees. This distribution is called

profit-sharing.

The advantages of cultural diversity include all of the following except

profit-sharing.

A matrix structure is a combination of a functional structure and a ___ structure.

project

When the MGM Grand Hotel and Casino is seeking front desk personnel in the hotel who are qualified for the position, it can use any of the following, which are all sources of external recruiting, except

promoting a current employee.

Due to employees becoming bored and dissatisfied with their work when performing specialized tasks, employers may take any of the following steps to improve job satisfaction except

promotion.

Jerry, the owner of Jerry's Auto, is working out a compensation system for his organization. The ideal compensation system for him to utilize must

provide for employees' needs while keeping labor costs within reasonable limits.

Lyle must find a parts supplier for his company's new product line. All of the following are true about selecting a supplier except

purchasers should focus on having only one supplier for each material needed

Georgie is charged with obtaining the flour, lard, oil, sugar, yeast, eggs, and other ingredients needed for Betsy's Bakery to make pastries. Georgie is in charge of

purchasing

___ involves obtaining required materials, supplies, and parts from other firms.

purchasing

___ for a barbecue manufacturing company would include the wood used for racks and handles, metal for the barbecue, wheels, nuts, and bolts.

raw materials inventory

The MGM Grand Hotel and Casino is seeking front desk personnel for the hotel who are qualified for the position. It places ads in the local newspaper, holds a job fair, and posts openings on Indeed.com, Glassdoor.com, and Monster.com. MGM is

recruiting employees.

The Ford Motor Company operations must engage in all of the following activities except ___ to produce a Ford truck.

recruitment of human resources

Smyrna has listed several previous employers and positions she held with them and duties she performed on her job application with Blah Blah Communications Co. To verify this information, Blah Blah will most likely perform a(n

reference check.

Employers will often call individuals and former employers to verify background information on a candidate. The names of these ____ are normally provided to the employer by the applicant.

references

When Apple improves the sound clarity of music on the iPhone it is

refining its existing product

After an airplane crash killed several US CEOs and politicians, companies began creating ___, which are lists of key personnel as well as possible successors within their firms.

replacement charts

Human resource managers use ___ and ___ to estimate the supply of needed human resources for their organization.

replacement charts; skills inventories

____ are activities intended to identify new ideas and technical advances that may result in new goods and services.

research and development

____ provides the kernel of understanding that leads to the inventions or ideas that are the basis for the creation of most of the goods and services that we enjoy today.

research and development

Jeffrey has a duty to do a job or perform a task. This is called

responsibility.

At a recent training seminar of QRS Corp., employees were given slips of paper with job titles on them and were then given a scenario and told to act out the role represented by the job title they were given to better understand those roles. This kind of training is called

role-playing.

To inform potential employers about an applicant's background and qualifications, the applicant should send a(n)

résumé.

Jeannette is paid $50,000 per year as the manager of a gas station. This type of compensation is called

salary.

Satisficing describes solutions that are only adequate and not ideal. At what point in the decision-making process should managers avoid satisficing?

selecting an alternative

Sammy received a telephone call from the human resources department of T.J. Maxx a week after he completed his application. The caller invited him to an interview, which is part of the company's ___ process.

selection

DEFX Corporation is dedicated to total quality management and will do whatever is necessary to maintain quality now and in the future. The company must have incorporated all of the following aspects of operations control into its operations except.

selling

New employee training can be carried out through

seminars.

During the Industrial Revolution, America was viewed as a production economy. Today it is characterized as a(n) ___ economy.

service

Meredith is responsible for maintaining her company's data bank of skills and experience of all employees which is known as the company's ___

skills inventory.

The decision-making process requires all of the following steps except

solving the identified problem

Michael has 12 subordinates reporting directly to him. This is called his

span of control.

Terrance, the marketing director for Fillmore Environmental Waste Removal Service, supervises ten people. This represents his

span of management.

Increasing the ease of training new employees is one of the benefits of job

specialization.

Nancy often mentally drifts off while in the middle of performing the tasks she has been assigned to perform. Nancy may be suffering from boredom, which is one of the negative side effects of job

specialization.

Facilities maintenance is a(n) ___ type job, so it does not fit directly into the chain of command.

staff

The attorney for the City of Henderson would most likely occupy a(n)

staff position.

Barry's Business Solutions, an international company, has a(n) ____ committee comprised of managers from various departments in charge of evaluating the performance of the staff employees every year.

standing

Magda has progressed through the decision-making process step-by-step and is now in the last stage of the process but still does not feel that the solutions generated are adequate to solve the problems her department experiences. Magda may

start the problem identification process all over again

A(n) ___ is the broadest set of plans developed as a guide for major policy setting and decision making.

strategic plan

If Maurice, CFO, meets with Luminary, CEO, to discuss the company's budget allocations to departments as a part of planning for next year's projects, what kind of planning are they engaged in?

strategic planning

School districts frequently use hiring panels to interview new candidates. Each candidate is asked the exact same questions and given the same time frame in which to answer. They use this ___ to eliminate differences when determining the candidates' qualifications after the interview.

structured interview

Green Products is creating products that it believes will make it possible for humans and nature to exist in productive harmony while fulfilling the social, economic, and other requirements of present and future generations. Green Products is attempting to achieve ____ through products it creates.

sustainability

The Columbia Sportswear Company corporate responsibility statement says, "Whether it is responsible sourcing, giving back to our communities, or reducing our environmental impact, we believe corporate responsibility is a companywide effort." This company promotes

sustainability

A tool manufacturer that produces several different kinds of tools uses a(n)____ process.

synthetic

Combining cake mix, a plastic wrapper, and a cardboard box to make packages of Pillsbury cake mix most closely resembles a(n) ___ process.

synthetic

Wilma, a certified public accountant with ABC Company, and George, a securities expert with the company, have been appointed to a(n) ___ to investigate the pending merger of their company with DEF Company.

task force

Jeffrey M. Katz started Orbitz. He has two masters degrees in engineering—one from Stanford and one from Harvard. He has been in top management positions with Wize Commerce, Inc., Nextag, Inc., and Leapfrog Enterprises, Inc.Although it is unlikely he uses them often, it is likely that he has good ___ skills.

technical

on is a welder at a Chevron storage facility. To accomplish his job he must use specific skills known as ___ skills.

technical

The purpose of an organizational chart is to reveal

the company's organizational structure.

The participative leadership style has many advantages, but disadvantages too. Which of the following is a disadvantage of this type of leadership?

the decision making process is time consuming

After undergoing several recalls due to faulty parts being used in vehicles that were responsible for drivers' deaths, Toyota refocused its business and began a coordination of efforts directed at improving customer satisfaction, increasing employee participation in decision making, improving supplier partnerships, and facilitating an organizational atmosphere of continuous quality improvement known as.

total quality management

Allen has five employees for whom he will provide benefits. A benefit he is required by law to provide is

unemployment insurance.

Harry needs a vehicle to get to work because he lives too far away from the bus stop to take the bus. He finds a small motorcycle that he can ride and that works well. Since the motorcycle satisfies his need it has

utility

MGM Hotel and Casino hires front desk personnel, administrative assistants, store clerks, and cashiers. Whether these positions are all paid the same depends on the nature of the firm's ___ structure.

wage

Evelyn works in the human resources department of a large department store and has been asked to do a job evaluation of the sales clerk position. The company is most likely seeking information for developing a new

wage structure.

The human resources department at CDE Corp. is evaluating the compensation to be offered to new hires in different departments. To ensure that they offer wages comparable to similar positions in other businesses in its industry, they collect data on prevailing wage rates in the industry in their geographical area. The data collection the human resources department is conducting is called a(n)

wage survey.

Gavin is paid a specific amount of money for each hour he works at the coffee shop where he is employed. Gavin is paid a

wage.

A manager with 1,000 subordinates would have a

wide span of control

Smyth's Lighting has many completed candelabras, some that have not been started and some that have been partially completed. The partially completed candelabras would be included in Smyth's ___ inventory.

work in progress

Vincent and Swede were lifting a couch to move it into the storage room at the furniture store where they are employed. Vincent injured his back. His medical bills for this injury are covered under

workers' compensation insurance

In the workplace, differences among people due to race, ethnicity, and gender is referred to as ___

workplace diversity.

Wesley is reviewing the planning horizon for a current production. The planning horizon will last for about one

year

Geraldine manages a branch of a large corporation. When she notices a problem, she outlines it, identifies situations that need corrected, and then sends an e-mail to employees in that department asking for suggestions about how to correct the problem. When all of the suggestions have been received, Geraldine summarizes them, and presents them to the employees to choose one to implement. Geraldine uses a ___ form of leadership.

democratic

Grouping tasks into manageable working units is

departmentalization.

A famous movie star has decided she wants to go into business. She targets making disposable diapers environmentally friendly by producing them of cotton and other natural substances that will break down more rapidly in landfills. She hires a team to convert this idea into an actual product. This process is called

design planning

The original personal computers were designed for offices and came in black and grey. As personal computers and laptops proliferate, computer companies have given more thought to what they should look like, where and how they will be produced, and what options they will have. Supplying answers to these questions is part of

design planning

___ is the development of a plan for converting a product idea into an actual product.

design planning

Amelia has identified a problem in the department she manages and has generated alternatives to correct the problem. Next she will

determine the best alternative

___ are research activities undertaken to put new or existing knowledge to use in producing goods and services.

development and implementation

To manage an organization effectively, and to stay informed, it is very important that managers understand how to use and maximize the potential of.

digital communication devices

Sherry Smith holds focus groups with employees of Smith's Hotels. By doing this she is employing which aspect of total quality management?

employee participation

An example of ___ would be an employer asking its employees to complete satisfaction surveys that management uses to improve employee job satisfaction.

employee relations

Cherise has started a new dry cleaning business that utilizes online services for notifying customers that their orders are ready for pick up. Which of the following would least likely be considered a threat to the company?

employees

Keith is considering changing the structure of his organization to a matrix system because it is more flexible, but he hesitates to do so because a disadvantage of this system is that

employees have to report to more than one supervisor, which can cause confusion about who is in charge of certain situations.

For management to put in place an effective reward system they must

enable employees to satisfy basic needs.

Jesse is in charge of ordering all of the materials to be used in Jesse & Mike's Bicycle Builders. The objective of purchasing is to.

ensure that require materials are available when they are needed in proper amounts and at a minimum cost

Piccard looks into the future of his company and implements initiatives to accomplish the goals he envisions. Piccard is a(n) ___ leader..

entrepreneurial

Mary Lou is manager of a department and is having difficulty getting her subordinates to perform the tasks she assigns to them in the manner she wants them performed. Normally, she just posts a list of the required tasks on the break-room bulletin board with the name of the person assigned the task next to it without explanation of why it needs done or how to do it. Mary Lou could best improve delegation by

explaining the purpose of each task.

Sarah is reading about ways to extend and refine a product. The purpose of product extension and refinement is to

extend the product life cycle

Terry's Trykes, a growing three-wheel motorcycle business, is interested in attracting managers who can contribute new perspectives to the managerial process. Terry's should focus its management search on

external recruiting.

Mona's business does just one thing, does it the same way every time, and does it well. Mona can have a wide span of control because

few new problems are expected to arise.

A Las Vegas company removes rock from a quarry and crushes it to make gravel, its only product. The gravel company has

few production processes

Dwight is a(n) ___ manager in charge of both accounting and investments and oversees all of the employees involved with these functions for his company.

financial

The ___ resources of Mondavi Winery include revenues and loans from banks.

financial

_____ resources include revenue from the sale of products and loans from financial institutions.

financial

Obligations to creditors and investors are met using

financial resources

New airplanes are completed and parked on the tarmac awaiting delivery to customers. Because of this, they are classified a.

finished goods

Goods that are awaiting shipment to customers are included in the

finished goods inventory

When an employer needs to reduce the workforce, the workforce reduction he would most likely save as a last resort is

firing

A fast-food manager for a chain operation is an example of a(n) ___ manager.

first line

A(n) ____ layout is used when a very large product that is hard to move is produced.

fixed position

What type of layout is most likely used in the Boeing factory where the space shuttle was built?

fixed position

A wide span of management implies that the height of the organization will be ____, whereas a narrow span of management implies that the height of the organization will be _____.

flat; tall

Janna owns a nail salon where cosmetologists provide manicures and pedicures to clients. When considering the conversion process, the human resources employed by Janna are the ___ for her salon.

focus

Maple syrup production companies focus on the syrup extracted from maple trees which is then refined and converted into the syrup used in homes. The emphasis on the raw material resources that are used implies that they are the ___ of the conversion process.

focus

Production and operations managers normally focus on ____ utility.

form

Give a Heart Company, a maker of mechanical heart valves, has its own bowling league formed by employees with teams drawn from different departments within the company. It also has ad hoc committees and task forces to accomplish the goals of the company. The ad hoc committees and task forces are ___ groups, whereas the bowling teams are ___groups within the organization.

formal; informal

Javier and Jamal work for different companies that have low levels of sociability among employees. The corporate cultures of their companies are most likely

fragmented and mercenary.

AQZ, Inc., a new computer services company, has grown rapidly and desires to departmentalize to simplify supervision and facilitate coordination. It will most likely departmentalize by

function.

Clarence provides overall guidance and leadership for the company where he is employed. He does not provide any specialized function. What type of manager is he?

general

Derrek Dugan has become the president of DBD Enterprises. He sets up meetings with groups of employees to get their opinions about steps needed to turn around the company's declining sales. This part of the decision-making process is an example of

generating alternatives

The U.S. Navy uses a technique called "Blast! Then Refine" during which stage of the managerial decision-making process?

generating alternatives

If the CEO of Becky's Bicycles states that she wants to have 50 percent of the bicycle rental business in Sonoma County by 2020, she has state.

goal

William, a manager for a large company, overheard employees gossiping about him during lunch. He immediately sent e-mails to all employees with newly enacted rules against rumors, gossip, and discussions about the company's financial situation, management, and other company matters. William is

going to fail in his attempt to eliminate the company grapevine.

Liz is an employee of Friendly Ford. She will be paid a wage which is a specific amount of money paid per

hour.

Programmers, engineers, designers, lawyers, and accountants are Google's ______ resources.

human

Ramon has been hired to keep the books, write correspondences, answer phones, and pay the bills for a small company. Ramon provides a(n) ___ resource for the firm.

human

Which of the following is an organization's most important resource?

human

Adele is tasked with managing TUV Corporation's human resource program including hiring new personnel and processing new hires' paperwork and separation paperwork for those departing the company. Adele is a ___ manager..

human resources

Calvin, a human resource manager at Very Large Corporation, tracks information on evolving technologies, industry staffing practices, projected economic trends, their company's future business ventures, and projected expansions or contractions of product lines to estimate ___.

human resources demand

Starbucks requires potential employees to complete an online job application before they go to the store in person to be interviewed. Employment applications are used for two purposes: to familiarize interviewers with the applicants' backgrounds and to

identify applicants who are worthy of further scrutiny.

Rocky has a managerial decision to make. The first step he will take is

identifying an opportunity

Dorothy is the manager of a department within her company. During her annual employee review she notices that Tim and Allen are less productive since they began working next to each other. What stage of the managerial decision-making process is Dorothy in?

identifying the problem or opportunity

Makenzie, manager of a car plant in Ohio, has received word through the grapevine that employees believe the plant is closing. Makenzie should

immediately take action to correct the inaccurate grapevine information to minimize damage.

Sheri had her income taxes prepared by a tax preparation service provider. After that she went to the store and bought a case of canned goods, a computer, and a lawnmower. The services she received were consumed ___ whereas the goods can be ___.

immediately;stored

Instead of having a manager instruct new baristas, Starbucks has employees use a computer training program that tells them about the company, the role of baristas, and the steps of coffee production from the farms to the coffee pot. This is an example of a way to __ productivity.

increase

Barack has been attending a seminar to be a more effective leader. He has learned that leadership is best defined as the ability to.

influence others

Taylor is not in top management in her company but is well-liked, charismatic, and outgoing. When top management hands down new policies, other employees look to Taylor to determine how they should react. Taylor has ___ leadership in the company.

informal

Jerry and Dave are friends at work and play golf together on Saturdays. Marilyn is Katherine's supervisor at work and while they may eat lunch together from time to time, it is understood that Katherine is answerable to Marilyn for her work performance. Jerry and Dave's relationship is part of the company's

informal organization.

The four basic forms of organizational structure include all except

informal.

Harold has been hired by Big Chief Auto to collect and analyze data on consumer preferences in services provided and the frequency and type of "up-selling" services or items customers purchased. Harold is thus responsible for what general type of resources?

informational

Southwest Airlines is known for its unique hiring style, its company Christmas party held in a hangar at Love Field in Houston, Texas, flight attendants that give announcements with humor, and job-swap days during which employees have the opportunity to do a different job for the day. These activities are part of the corporate culture which is generally defined as

inner rites, rituals, heroes, and values of a firm.

Managers who are effective in dealing with people both inside and outside of their organization are known to have excellent ____ skills.

interpersonal

One of the key skill sets of successful managers is the ability to deal effectively with other people, both inside and outside an organizations. These ___ skills allow the manager to relate to people and understand their needs and motives.

interpersonal

Gerald is the hiring manager for RTY Corp. He will utilize the most widely used selection technique for job applicants which is the

interview.

Stocks of completed goods, work in process, and raw materials are included in the company'.

inventories

Cathy's Comic Warehouse has undertaken a cultural diversity program to encourage comic book fans of all races, ethnicities, and genders to patronize the store. For the program to be successful, it is essential that

it has a strong, sustained commitment from top leadership.

Nancy sees a listing on Monster.com for a job she is interested in and wants to know if she is qualified for the position. To find this information she will look at the ___ on Monster.com.

job description

Theodore has reviewed lists from different employers specifying qualifications necessary for the same particular position. These lists are known as

job descriptions

Some of the things considered by management when developing the firm's organizational structure are

job design, departmentalization, delegation, span of management, and chain of command.

To determine the relative worth of various jobs in a firm, the firm will conduct a

job evaluation.

Google strives to have a corporate culture based on trust and friendship among employees, a strong commitment to the company, and a relaxed and informal atmosphere. This is a ___ culture.

networked

Maurice is reviewing the employee benefit package for a job he is considering applying for. Employee benefits are

nonmonetary rewards.

Planning includes all of the following except.

objective planning

Zappos can locate its production facilities anywhere in the world, but the choice of a particular location for production facilities

often involves balancing the variables

___ of the ideas for new products, refinements, and extensions ever get to the production state.

only a few

If Weber Breads states that it is going to spend $10 million in advertising in the upcoming year to increase its market share by attaining 300 new accounts, it is explaining part of its ___ plan.

operational

A plan developed to implement tactical plans is known as a(n) ___.

operational plan

___ concerns itself with determining the quantity of products or services each facility will produce during a specified period.

operational planning

Felicity is the manager of a department in the company where she is employed that is responsible for converting resources into goods and services. Felicity is a(n) ___ manager...

operations

Raj is responsible for ensuring that the processes of the accounting office where he is employed run smoothly and that the business will be able to provide its services efficiently and effectively. Raj is a(n) ___ manager.

operations

Sylvia is in charge of making sure that the flour, eggs, salt, yeast, and other raw materials brought into the company's bakery are turned into high-quality uniform loaves of bread for sale to retail outlets. Sylvia is a(n) ___ manager.

operations

___ management is the sum of all the managerial activities in which managers engage for the purpose of creating goods and services.

operations

Reba has been hired by Big Blue Company as an analyst. She is to perform regular SWOT evaluations of the firm's strengths, weaknesses, ___, and threats.

opportunities

Barney's Bookstore has more customers seeking a new title released by a popular author than it can fill. This positive problem can be viewed as a(n)

opportunity

Jay's Hardware received large shipments of flashlights, batteries, and generators just before a massive storm knocked out the power, downed electrical poles, and damaged the power substation in the town where Jay's was located. Power will be off for at least a week. For Jay's this is a(n)

opportunity

Barry Moore, a division manager of Barry's Burger Barn, a chain of fast food restaurants, is reviewing the goals for the company's different departments. The marketing department has set a goal to increase sales by 15 percent over the next year but the accounting department has set a goal to reduce costs by 25 percent by seeking cost efficiencies. In compensating for these goals, Barry is engaged in.

optimization

Faraday is responsible for the human resource department and the shipping department which continually set conflicting goals. He must utilize ___ to achieve balance between the departments.

optimization

A(n) ___ is a diagram that represents the positions and relationships within an organization.

organizational chart

The president of UVW Inc. wrote in the company's quarterly report that the company had five layers in its organizational structure. When he wrote this he was writing about the company's

organizational height.

How many years after World War II did the United States lead the world in productivity?

30

____, in the book, The Wealth of Nations, emphasized the power of specialization.

Adam Smith

Erica was in a car accident as a child and lost her sight. In spite of being blind, she has excelled in school, worked with the poor and homeless, and was the ASB president. She graduated with highest honors. She applied for a job at a call center, was interviewed, and received good reports from several people who worked for the company and had heard about the interview. In spite of her qualifications and favorable reports, she was not hired for the position. Later she heard that an individual who could barely spell, had a very slovenly office appearance, and no education was hired for the position. She was also told "off the record" that she was not hired due to her blindness. She is considering filing a lawsuit against the call center company. What would be the most likely employment act she would cite as the basis for her claim?

Americans with Disabilities Act

Philip is a human resources manager in an industry that is experiencing an over-supply of qualified workers due to an economic downturn and decreased demand for the products his industry manufactures. His company has had a greater over-supply than most companies in the industry due to restrictions placed on the products his company produces that limits the number of units that can be sold during a specific time period. Philip must recommend to management ways to reduce the company's workforce. He has several options at his disposal, which of the following would be the most desirable option to utilize to reduce the workforce?

Attrition

____ is the most humane form of workforce reduction.

Attrition

Jeff and John work for competing aerospace companies. In both organizations the employees are quite intense, focused, and determined to win. They both work in companies with a(n) ___ culture.

mercenary

Sheeree works for a company where employees do not become friends and have a high degree of autonomy and flexibility. She works in an organization with a(n) ___ culture.

mercenary

Faraday is a plant manager for Glass Doors, Inc. which places him in the ___ management level of the company.

middle

Arlie joined the United States Air Force when he graduated from high school after talking to an Air Force member who was tasked with going to schools and showing movies of Air Force personnel in action, handing out literature, doing follow-up contact work, and answering questions students may have. Before being accepted into the Air Force, Arlie was required to take exams and then to report to a designated location where he was weighed and required a physical fitness test. Having passed all of the physical exams and tests, Arlie is now on his way to San Antonio, Texas for boot camp. He will be sent to school in Biloxi, Mississippi when he completes boot camp. What part of the employment process is represented by boot camp?

Boot camp is the military's version of employee orientation.

The ____ of Enterprise Celestial Industries is to seek out and explore new worlds and new civilizations, and boldly go where no man has gone before.

mission

____ is a method of training and development in which participants attend courses in a room with lessons taught by either an instructor brought in for the training session or an individual within the company who has special expertise in the subject matter.

Classroom teaching and lectures

___ laws require that equal compensation be paid for jobs requiring about the same level of education, training, and skills.

Comparable worth

Which of the following is required to retain human resources?

Compensation

Costco produces bread, soft-serve ice cream, and pizzas, and uses software programs, provides business financial services to customers, and provides vacation travel services. As a result, Costco uses

more than one production process

Many companies hold training sessions or provide online in-house training for employees. Employers can use training to do all of the following except

motivate.

Understanding the ___ of subordinates is important for a manager in order to encourage effective performance..

motivation

In which direction does authority flow in an organization with a matrix structure?

Down and across.

Dr. Timothy, PhD is the department head for his college's marine biology department. He has conducted research on every continent and published several papers. His work is cited by other researchers throughout the world. In spite of his experience, he is required to take classes in use of technology for educational purposes, applying technology practically in the classroom, and how to make courses accessible to individuals with disabilities. From an employment perspective, what are the additional classes?

Employee training

___ is teaching employees new jobs, skills, and more effective ways of doing their present job.

Employee training

The ___ specifies that men and women who are doing equal jobs must be paid the same wage.

Equal Pay Act

Randy, an office manager, is overwhelmed with the amount of work he has to do and is considering delegating work to others. Which of the following is a reason that would not prevent him from delegating?

He has few responsibilities and therefore little to delegate.

The ___ establishes minimum wages and overtime pay rates

Fair Labor Standards Act

Hollister is the human resource manager at his company. He has noted that, while there are many engineers working for his employer, they serve different functions: civil engineers perform different functions from the electrical engineers, or computer engineers. While all need engineering degrees and licensing, the civil engineers need a focus on architecture and building functionality, electrical engineers need an understanding of electrical circuits and an ability to envision a finished product, and computer engineers need an in-depth understanding of not only engineering, but also of software. What part of the employment process is Hollister engaged in?

He is gathering data to create job specifications.

Jenkins is a human resources specialist for his company. This morning he reviewed the tasks performed by the engineers and began writing job specifications, a job description, and a job announcement for a new position in the secretarial pool. What function was Jenkins filling?

He was beginning the recruiting process.

Deja, Dedra, and Kiana work for a large magazine that has largely featured light-skinned women on its cover. During a discussion regarding the fall cover, the women decided that using women from multiple races would be advantageous. They developed a magazine cover that includes women from multiple races and when the magazine was released, more copies were sold than any other edition that year. How has diversity awareness most benefitted this company?

It has broadened the marketing efforts to include a wider customer base which could improve sales.

___ is the separation of all organizational activities into distinct tasks and the assignment of different tasks to different people.

Job specialization

___ of performance appraisals are used by managers who judge or estimate the employee's performance level and rank employees on a scale.

Judgmental methods

When an employer asks employees to participate in satisfaction surveys, communication programs, exit interviews, and fair treatment interviews, what part of the human resources management process is being utilized?

Maintaining human resources

Santa Fe Station Hotels and Casinos hire workers for several positions. Which of the following would most likely be paid on a salary plan?

Manager

Thelma has delegated a task to a subordinate and is holding her accountable for the outcomes. Which of the following statements about accountability is false?

Managers delegate accountability.

The ___ and ___ are federal laws that concern themselves with the relationships between a business firm and labor unions.

National Labor Relations Act; Labor-Management Relations Act

___ of evaluation techniques use some measurable quantity as the basis for assessing performance.

Objective methods

____ training is accomplished by having a trainee learn by doing the work under the supervision of an experienced employee.

On-the-job

___ is one of the common errors made by managers appraising employees.

Overusing one portion of an evaluation instrument

___ management is another name for human resources management.

Personnel

During the hiring selection process, a manager will perform which of the following activities?

Selection

Britney and David work as paralegals for the same real estate law firm. Britney has a bachelor's degree in urban planning, a real estate broker's license, a paralegal license, and worked for a developer for five years. Britney was paid a starting salary of $50,000 per. David has a bachelor's degree in English, and is licensed as a paralegal. He also has six years' experience as a real estate agent and spent a year on the staff of the Environmental Protection Agency. He was paid a starting salary of $80,000 per year. Britney and David were discussing their compensation during lunch one day and Britney was quite upset that David was paid so much more than she. What is the issue that has caused Britney to be upset?

She is upset because she feels their education, training, and skills show that they have comparable worth and should be equally compensated.

____ is the division of organizational activities into individual tasks and assigning them to different people.

Specialization

Jefferson is a human relations department employee tasked with speaking to employees to encourage and influence them toward a common goal. Jefferson is a(n) ____ speaker.

motivational

Gerry has only a few subordinates, therefore, he has a

narrow span of control.

Hank is paid $11 per hour as a busboy but also pays for medical and dental coverage, a 401K retirement plan, and a week of paid vacation. Terrance is a busboy at a different restaurant. He is paid $12 per hour without medical or dental coverage, paid vacation, or a 401K. Terrance brags that he makes more money than Hank because he is paid more money per hour. Which of the following is true?

The benefits Hank receives from his company, in addition to his wages, very likely total more per hour than Terrance earns.

Jorge works for a school district as a landscaping architect. He recently underwent a performance review and was given a copy of his performance review report. As a part of the review, his supervisor observed his work and wrote a report of his observations. Jorge wrote a self-evaluation and his co-workers provided reviews of his work as well. All of these reviews were included in the report. After Jorge had time to review the report, he received a phone call from his supervisor who requested Jorge to meet with him the following day regarding the review. If the supervisor is following good performance review policies, why has he scheduled the meeting with Jorge?

The supervisor has scheduled him for a meeting for a performance feedback interview.

Frederick has been reviewing employee files, compensation packages, and other human resource matters to plan for future compensation allocations. Which of the following would he not consider when making a compensation decision?

The wage-cut decision

ABC Business Solutions is an HR contracting firm that provides a variety of services to customers including employee training, assistance with downsizing, assistance with hiring to promote diversity, and training of managers to avoid common human relations legal problems. When it is helping small companies develop their human resource management, what activity is it involved in?

Training

Researchers for a drug manufacturer have spent years trying to develop a cure for diabetes; however, while they have made major discoveries, they have not yet found a cure for the disease. This is always a risk with

basic research

Mr. Smyth will manage employees throughout the northeastern region of the United States. The employees will be of all major nationalities and all genders. In determining his span of control, you should consider which of the following span factors?

Whether the subordinates are physically located far from one another.

GM is a very large company, therefore, like most large organizations it most likely uses

a combination of departmentalization bases.

PayBank, a start-up online payment system for handling online purchase transactions, may want to consider locating its facility in Silicon Valley because

a highly skilled labor force with technology experience will be available

Janice is the manager of a store who has delegated authority to a subordinate. She has given the subordinate all of the following except

a line position.

Godfrey is manager of a computer repair store where he is required to have a great deal of interaction between himself and his workers because new problems arise frequently. He is most likely to have

a narrow span of control.

Maria's Taco Shop, a locally owned and operated restaurant with just one location, is likely to have

a short chain of command.

What is a tactical plan?

a smaller scale plan developed to implement a strategy

Harry Hill works for Underhill Funeral Services. He travels to nearby colleges, interviewing interested students for hiring after graduation and selecting those who will be invited to an office visit. While performing these activities he is in the ___ phase of the HRM process.

acquiring human resources

Boeing Corp. created a committee to study the company's hiring, promoting, and compensation policies. The committee will review these areas for four months then report to the board of directors and, afterwards, be disbanded. This is a(n) ___ committee.

ad hoc

Magic Music Stores Inc. wants to know what sheet music it should order for the coming year. It forms a short-term committee to investigate. This committee is called a(n) ___ committee.

ad hoc

The matrix structure has many advantages, but the most obvious one is

added flexibility.

The chief executive officer of CA, Inc. provides the company with leadership and overall guidance in addition to interpreting the company's mission. Because of the tasks he is required to perform, he would be classified as a(n) ___ manager.

administrative

Public relations is a(n) ___ type job that does not fit directly into the chain of command.

advisory

When a line manager in an organization encounters issues and turns to a staff member with specialized expertise, the manager gives that individual ___ authority.

advisory

When a corn processing plant takes corn and converts it into corn oil, corn syrup, ethanol, and other corn products it is using

an analytical process

Studies have shown that when people from different cultures, educational backgrounds, and work experiences come together to work on a project, the company benefits from

better problem solving.

Employment tests may include all of the following except

blood tests to determine ancestry.

Rafael is considering using a virtual organizational structure for his business. Another name for this structure is

network.

A business grapevine is

an informal communications network.

New online teachers at Exciting U attend classes about expectations for online instructors, regular and effective contacts, and how to create a course. This is called

an orientation process.

Milford is a manager at QRZ Inc. He is tasked with identifying problems correctly, generating reasonable alternatives, and selecting the "best" alternative to solve problems. When Milford carries out these tasks he is using ___ skills.

analytical

When Chevron Oil refines crude oil it is using a(n) ___ process.

analytical

Benchmarking is the process of evaluating the products, processes, or management practices of ___ for the purpose of improving quality.

another organization

A group of design engineers from Ford take a Mustang Shelby to a test track in Arizona during the hottest week of the year to test its performance at extreme temperatures. Ford uses the results of the tests to improve fuel consumption and maneuverability in Mustang Shelbys. The engineers are engaged in

applied research

___ is research and development activities intended to disclose new knowledge and its uses.

applied research

The ____ phase of human resources management includes both training and development.

appraising performance

What percent of American workers are employed in service industries today?

approximately 87

In a delegation, the person who ___ the delegation is accountable for the work.

assigns

Freddie's Ford is facing budget cuts due to decreases in sales across the nation. Freddie needs to reduce the number of employees at his dealership over the next three years. He has decided to stop hiring new employees to fill vacant positions to comply with the budgetary constraints. This approach is called

attrition.

A chain of command distinguishes between positions with direct ____ from those that are support positions.

authority

Clarence is a runner for a sports ticketing business in Las Vegas. His duties normally include picking up sports merchandise from the warehouse and delivering it to the stores in addition to receiving ticket orders and delivering the tickets to customers at the hotels on The Strip. Clarence was given permission by the office manager to sign credit-card receipts when making purchases. Clarence has been given the ___ to use the business credit card.

authority

Melanie was given the responsibility of serving as manager during her boss' absence. To complete the delegation process, she should be given the ___ to carry out this responsibility.

authority

A top-down leadership style in which the top management makes all of the decisions and instructs subordinates about what to do and how to do it is known as ___ leadership.

autocratic

Terry is CEO of Big Business Affiliates. She makes all final decisions, and anything important must be routed through the hierarchy she has established. Terry is a(n) __ leader.

autocratic

A group of bio-chemists and biologists study the unique features of Mono Lake every year to discover new knowledge and make scientific advances. They are funded by a government grant and are not required to consider the potential use of this knowledge. These scientists are conducting

basic research

Many companies move employees systematically among departments in the organization to alleviate boredom and to provide employees with a better overall view of company goals and procedures. Intel does this to encourage creativity. Southwest Airlines has a program in which workers do another worker's task (except for flying) for the day to acquaint employees with the contributions made by each individual and department to the overall mission of Southwest Airlines. This practice of systematically moving employees is called

job rotation.

In farming, one employee may plow the field, another may plant the seed, and another may set up the irrigation system. This is an example of

job specialization.

The comparable worth concept would be violated if

jobs requiring about the same level of training and skill receive significantly different pay.

A ____ is one in which people do most of the work.

labor intensive technology

Magic Mountain is open during the summer and many weekends during the rest of the year, but closed during the week. When summer ends, Magic Mountain will most likely

lay off workers.

The four basic functions in the management process include planning, organizing, _______, and controlling.

leading and motivating

____ is a concept built on the idea of eliminating waste from all of the activities required to produce a product or service.

lean manufacturing

KitchenAid is in the design planning stage for a new appliance. During this stage it needs to determine how many different product variations there will be. This is the same as determining the product

line

What is the oldest and simplest form of organizational structure?

line

HRM specialists and ___ generally share the responsibility for human resources management.

line managers

Human resource specialists generally develop the employee compensation systems, but pay increases and promotions are usually recommended by

line managers.

Departmentalization is most often based on

location, product, function, and customer

Textbook Publishing has grouped its sales regions by Northeast Region, Northwest Region, Southeast Region, and Southwest Region, which is departmentalization by

location.

Benefits of total quality management (TQM) include

lower operating costs and higher return on sales and on investments

A ___ is a pay raise in which the employee can receive the entire amount of the increase at the beginning of the year.

lump-sum salary increase

Harvey's Construction, a home builder, and Tinker Toys both use lumber as the major input for their conversion process. Although the input is the same for each factory, the ___ of the conversion process varies greatly between the two.

magnitude

UPS and FedEx are both in service industries in which the ___ of the conversion process is usually small or none at all.

magnitude

___ refers to the degree to which input resources are physically changed by the conversion process.

magnitude of change

All of the following except ___ is a major approach to performance feedback interviews:

mailing a written copy without any interaction from the supervisor,

Coordinating finances, materials, people, and other resources of an organization to achieve the organization's goals is a process known as

management

A sales manager at Big Books has a very wide span of control. This is probably because the

manager and his or her subordinates are very competent.

One of the disadvantages of a line structure for an organization is

managers are responsible for a wide range of activities and, therefore, must have vast knowledge about all of these activities.

Customers will buy a certain quantity of a designated good at the going price. This is called the

market demand

Nancy was reviewing LinkedIn contacts and noticed that in Rafal's profile he said he was a manager responsible for facilitating the exchange of products between his organization and its customers through distribution and advertising. From this she could conclude that Rafal is a(n) ___ manager.

marketing

Sheryl's organization has managers over many departments. Sheryl's department is responsible for facilitating the exchange of products between the organization and its customers or clients; therefore, Sheryl is the ___ manager..

marketing

UPS uses airplanes, trucks, and crates in its operations. These are ___ resources for UPS.

material

Which of the four lists below best represent the types of resources management can coordinate to achieve its goals?

material, information, human, financial

The manager of a department store would like to reward his employees as a form of motivation, encouragement, and acknowledgement of their achievements. All of the following are elements of an effective employee rewards system except

maximizing the amount of money spent on employee compensation.

What size organization is best at utilizing a line-and-staff structure?

medium and large

Julia is a new-hire at QRS Corp. Her initial wage rate will be determined by

the experience, qualifications, and expected performance of that employee.

Fuji, a plant manager with UVW Inc., evaluated the plant's operations after the absence of a key employee almost halted production because no one knew how to do his job. Fuji recommended to top management that there was a need for some specialization because

the more specialized the job, the easier it is to train new employees when an employee quits or is absent.

One of the reasons for job specialization is

the organization is too large for one person to do everything.

At IBM, human resources are most likely handled by ____; but at a small business, they would most likely be handled by ___.

the personnel manager; the owner

The primary disadvantage of internal recruiting is

the promotion leaves another position to be filled.

All products go through a product life cycle. With the increase in digital storage, Harry's Office Furniture has found that file cabinets are nearing the end of their product life cycle. To maintain its market share, the firm must at least find ways to

to extend or refine the want-satisfying capabilities of its products

Mitzie is the chief executive officer of RST Development Company which employs 500 individuals. Mitzie is in the ___ management of the company.

top

For total quality management (TQM) to be effective

top management must make it the top priority and management must coordinate the specific elements of TQM so they work in harmony with each other.