Business Management Final Review

Which of the following workplace-related safety and health issues would most likely be regulated by law:

Storage and disposal of chemicals

The people who work to produce goods and services are known as

human resources.

Staffing is important because human resources are

the organization's most valuable assets.

Which of the following is a disadvantage of the matrix organizational structure:

It violates the unity of command principle.

The saying "form follows function" indicates that organizational design must fit with organizational

objectives.

A manager worked to streamline the production process and was able to save the company several thousands of dollars. This is an example of how organizing

reduces waste and improves efficiency.

Employees in office management often

use it as an entry point into other business careers.

The last step in handling a customer complaint appropriately is

taking action.

Managers hope to increase sales by 10 percent this year as part of their overall effort to become #1 in the industry. This effort will affect human resources and is part of the organization's

vision.

Which of the following examples best illustrates the creative aspect of directing:

A manger instructs employees to develop a new website

Which of the following is an example of a project that enhanced an existing product:

A software update for your computer

Which of the following examples best depicts the directing function:

A supervisor tells her team the tasks they need to complete

Which of the following job titles is considered an office management career:

Administrative assistant

Which of the following tasks are business analytics employees often responsible for:

Aligning business and IT goals

Larissa tells her employees to spend one-third of their time on sales reports, one-third on answering emails, and one-third on generating new leads. This is an example of which step of the organizing process?

Allocate resources

Which of the following is a common source of complaints about personnel:

Rudeness

True or false: All employees make an impact on a business.

True; all employees make either a positive or negative impact on a business.

After restating a customer's complaint, the employee should

investigate the problem.

Chief operations officer, process improvement specialist, and call center supervisor are __________ positions.

operations management

Businesses use organizational design to structure their

people, information, and technology.

When the hybrid vehicle was introduced, it was an example of a project that

used entirely new technology.

Which of the following is a true statement regarding project managers:

Anyone with the right skills can be a project manager.

Which of the following tasks would a manager complete when organizing:

Arranging an office space

Which of the following statements about first-line management is true:

Businesses typically hire their first-line managers from inside the company.

Which of the following is a common way for a divisional organizational structure to be broken down:

By territory

Which of the following employees has a general management career:

Calista manages a small business.

Which of the following is an example of an employee-assistance program:

Career and education planning

Which of the following terms refers to the flow of authority within an organization:

Chain of command

In which stage of project management is the product delivered?

Closing

Which of the following are examples of first-line management job titles:

Collections supervisor, crew chief, and production supervisor

What must managers be able to do if they want employees to understand the business's goals and be productive?

Communicate clearly

Thomas is listening to his employees' ideas about how to improve their time management. What directing activity is Thomas engaging in?

Communicating

Which of the following is a true statement regarding customer complaints:

Customer complaints can benefit employees and businesses.

In what way might an HR manager be involved in employee benefits?

Determining eligibility and costs

After a company's training needs are determined, what is the next step in training and development?

Determining what training resources are available

Which of the following is a reason a customer might complain about a business:

Difficulty reaching someone who can help

Which management function is described in the following situation: James Crane has created a team atmosphere among the members of his sales department. When the team exceeded their monthly sales goal, James rewarded them with a celebratory dinner out and a five-percent bonus.

Directing

Which of the following statements about directing is true:

Directing is considered the "heart" of management

Which of the following are examples of middle-management job titles:

District manager, department head, and regional sales manager

Textronics, Inc. manufactures and sells its computer chips in six countries. It employs over 8,000 people worldwide. Which organizational structure makes the most sense for Textronics, Inc.?

Divisional

Labor-union negotiations are part of which HR management activity?

Employee relations

Which of the following do many businesses believe to be their most important resource:

Employees

Which of the following is a true statement about company policy:

Employees don't necessarily make policies, but they need to follow them.

What happens if managers do not coordinate individual employees' work and effort?

Employees duplicate tasks and are not efficient

In which stage of project management does the actual work of the project take place?

Execution

True or false: Companies without an HR department do not participate in HR management activities.

False; in companies without HR departments, other managers and supervisors participate in HR management activities.

Heather manages the children's clothing department at a large department store. Which type of business management and administration career does she have?

General management

Which of the following business trends affects HR management:

Globalization

Many business management and administration (BMA) careers involve dealing with employees, customers, or vendors, but which type of BMA career is all about people?

Human resources management

Shawna is in charge of helping her company achieve its goals through the proper hiring and use of employees. Which type of business management and administration career does Shawna have?

Human resources management

Which of the following is a common source of product complaints:

Improper labeling

Which of the following is a benefit of using project management software:

Improved efficiency

Which of the following is a benefit of the division of labor:

Increased efficiency

Which of the following is an effect of overstaffing:

Inefficiency

A manager studies the business's previous sales statistics as well as the sales forecast before making purchasing decisions. What type of resource is the manager using?

Information

Which of the following employees has a human resources management career:

Iris is in charge of orienting new employees and preparing them to do their jobs.

Which of the following is an advantage of using the divisional organizational structure:

It can create better customer experiences.

Which of the following describes the functional organizational structure:

It includes traditional departments, such as sales and marketing.

Which of the following describes the matrix organizational structure:

It is a combination of two other organizational structures.

Which of the following is a true statement about the matrix organizational structure:

It is useful for most types of organizations.

Which of the following is an advantage of the matrix organizational structure:

It makes good use of organizational resources.

Which of the following is a benefit of using the functional organizational structure:

It reduces the duplication of certain activities.

Which of the following employees has a supply chain management career:

Lena is in charge of demand forecasting.

Which of the following is a potential cost of customer complaints:

Loss of sales

Who is normally responsible for purchasing the proper material resources for workers to use in doing their jobs?

Middle managers

Which of the following is a compliance issue:

Minimum wage

Completing an employee's insurance and tax paperwork is part of which staffing task?

Onboarding

Dara is in charge of quality control at her company. Which type of business management and administration career does she have?

Operations management

Which of the following is an indicator that human resources needs may change:

Organizational growth

What management function is being described in the following situation: David Thomas, a top-level manager, identifies jobs to be performed, assigns responsibility for them, establishes departments to handle the jobs, and determines how many and which employees mid-level managers will supervise.

Organizing

Which of the following is an on-boarding activity:

Orientation

Which of the following is an element of any project:

Outcome

In which stage of project management does risk analysis take place?

Planning

Which of the following are examples of top-level management job titles:

President, senior vice president, and chief executive officer

Which of the following are the three major areas of customer complaints:

Product, personnel, and the business

Which of the following skills can an employee use to uncover the hidden reason for a customer's complaint:

Questioning

Which of the following is a true statement regarding a project champion:

S/He can mobilize the necessary resources to get the project done.

Which of the following employees has an operations management career:

Samuel manages his company's call center.

Which principle of organizational design states that authority should flow in a clear, unbroken line from the top of an organization to the bottom?

Scalar principle

How can managers coordinate employees' activities?

Share organizational charts with them.

Which management function is described in the following situation: Christy Chen determines the type of workers she needs, locates qualified applicants, selects those to be hired, and assigns the new hires to a work area.

Staffing

Which of the following documents is drafted in the initiation stage of project management:

Statement of work

Cameron supervises the transportation, storage, and handling of his company's products. Which type of business management and administration career does Cameron have?

Supply chain management

Which of the following is a disadvantage of using the divisional organizational structure:

Support staff may not have a permanent "home."

Which of the following situations could result in a product complaint:

The customer's purchase was missing a part.

Why do top-level managers usually receive high salaries?

Their decisions affect the entire company.

Which of the following is a reason that the role of HR management is changing:

There is greater diversity in the workforce.

Which of the following is a true statement about human resources needs:

They are always changing.

Where can you find business management and administration careers?

They are found in every type of business.

Which of the following is a true statement about projects:

They are short-term undertakings.

How does organizing provide a sense of security for employees?

They know exactly what is expected of them.

Which of the following is the main purpose of management:

To accomplish the business's goals

Which of the following is a purpose of an exit interview:

To gain constructive suggestions for improvement

Why should managers know how to do the work of the workers they supervise?

To have realistic expectations for workers

Why do all businesses need financial resources?

To pay operating expenses

Which of the following is an important function of mid-level management:

To serve as a link between top-level and first-line management

Which task in the staffing process ensures that employees are knowledgeable and productive?

Training and developing

Which of the following is an example of a manager directing the company's resources efficiently:

Tyrell tells Diane to use a part of her budget on a new ad campaign

Which of the following is a common way for customers to express their complaints:

Verbally

Which of the following documents is drafted in the planning stage of project management:

Work breakdown structure

Marla and her fellow managers at the Frisco Corporation have determined that rearranging their human resources could increase the company's efficiency. This human resources change is most likely the result of

a need for process improvement.

Brianna works for a marketing agency, and she is skilled at graphic design. She spends all of her time creating graphics, rather than working on any other aspects of the marketing campaign. Brianna is

a specialized worker.

When a hurricane interrupted a business's new product development, the project team had a plan for getting things back on track. This is an example of how project management

allows employees to adapt to risk.

Projects are different from business operations because business operations

are permanent.

Mitch's boss placed him in charge of shipping at his company. Whenever anyone wants to ship a package, they need his approval and oversight. Mitch has

authority

Organizing can help companies handle issues with __________ so employees know to whom to report and who is responsible for what.

authority

Functional specialist, data scientist, and business process manager are __________ positions.

business analytics

"Business information management" is a term sometimes used to refer to

business analytics.

Customer complaints can affect a salesperson by

causing her/him to lose commission.

A commission or bonus is an example of a form of

compensation.

An hourly wage or a yearly salary is a form of

compensation.

Making sure a company follows laws and regulations describes the HR management activity of

compliance.

A small-business manager who considers how a one-person reduction in office staff could impact the rest of his/her company is demonstrating

conceptual skills.

The staffing function is different from the organizing function because staffing is

continuous.

A manager evaluates the production output of a department by checking it against the production goals for that time period. This is an example of the ______________ function of management.

controlling

An organization's "personality" is also referred to as its

culture.

A workload analysis assesses

current and future human resources needs.

Handling customer complaints appropriately can create

customer goodwill.

A banking institution is well-suited for a divisional organizational structure broken down by

customer type.

Nathan is a project manager in charge of four other employees. He has divided up responsibilities and assigned them to specific team members to work on. This is known as

delegation.

Every project creates a(n)

deliverable.

When developing a human resources management strategy, managers

determine how to bridge gaps between HR needs and available HR.

A company has a goal to launch a new product. After setting this goal, company management needs to

determine the work needed to accomplish it.

The first task in the HR management activity of staffing is

determining need.

When managers are grouping related tasks into departments or teams, they are

determining the organizational structure.

When a marketing manager goes on vacation, the marketing staff does not know what tasks to do and does not feel like it can work ahead on anything. This example illustrates that

directing is the starting point of action

A complaint is any expression of

dissatisfaction.

At a hair salon, one employee washes customers' hair, another employee cuts it, and another dries and styles it. This allows the employees to make the most efficient use of their time and illustrates an organizational principle known as

division of labor.

A business's human resources needs may change if it begins to require new types of skills and experience. This occurs frequently because the business world is

dynamic.

A chain of command must have unity of command, which means that

employees should only report to one supervisor.

Yabbie's BBQ just hired several new staff members, so it decides to increase the number of managers working at once. This is an example of how

employees' competence affects organizing decisions.

The key to recruiting is

finding the right number of applicants.

Nick is the CEO of a business. The vice presidents of marketing, product development, finance, and operations all report to him, and they each have their own teams made up of several employees. This is a __________ structure.

functional

Department manager, small business manager, and regional manager are __________ positions.

general management

Rules and regulations for keeping a project on track are known as

governance mechanisms.

Directing is pervasive, which means that it

happens at every level of the organization

An organization with a wide span of control usually

has a lack of middle managers.

Rita enjoys routine, so her manager gives her the same tasks every week. Therefore, Rita is satisfied with her job and wants to perform at a high level. Rita's manager is motivating her based on

her need for stability

Benefits administrator, labor relations manager, and compensation analyst are __________ positions.

human resources management

Which of the following is an example of a manager directing the company's resources efficiently:

initiates changes smoothly

Because of a business's organizational design, its employees are able to work together to come up with a brand-new product. The business's employees are engaged in

innovation.

Managers must create explanations of the responsibilities and tasks associated with each work position. These are known as

job descriptions.

The amount of teamwork included in an organizational design is often referred to as

lateral relations.

Spending a lot of time on customer complaints can cause a business to be

less efficient.

Mason is the vice president of marketing at his company. He directly supervises everyone who works in the department. Mason has __________ authority.

line

The first step in handling customer complaints is

listening to the customer.

Sometimes, "false" product complaints can occur when a customer

makes the wrong buying decision.

A customer complained about the new toaster she had purchased because, even on the lowest setting, it burned the toast. This kind of complaint is caused by the

manufacturer.

An organization will likely consider its purpose for existing when developing an appropriate human resources management strategy. This purpose is referred to as the organization's

mission.

Brynn manages employees who are new on the job and need quite a bit of supervision. Therefore, she can only supervise a few employees at once. Brynn's span of control is

narrow.

"Administrative services" is a term sometimes used to refer to

office management.

Jill's company just took on a new project, and she knows that she needs to decide which staff members will be in charge of each aspect of the project. Jill is

organizing

Avery, who manages a silk-screening and embroidery business, has set a goal of increasing sales by 15% in the next six months. To reach his goal, he has increased the business's advertising budget. This is an example of the ______________ function of management.

planning

Staffing is one of the five functions of management, along with

planning.

A general rule that employees should follow is called a

policy.

Whenever clients arrive at the Skin Solutions Dermatology office, the receptionists struggle to find their records. Clients fill out multiple forms with the same information, and they wait a long time to be seen by a doctor. Skin Solutions is losing a lot of patients quickly. This is an example of how

poor organizing damages a company's reputation.

Gloria, an employee at a party-supply store, has encountered an unhappy customer. She has a step-by-step process she'll follow to deal with the situation. This process is known as a

procedure.

A manufacturing company is well-suited for a divisional organizational structure broken down by

process.

A project is officially authorized to begin by the

project charter.

When a project's scope slowly gets bigger and bigger, it creates a challenge for project managers known as

project creep.

A manager's team consistently hits sales targets and exceeds profit goals. The manager knows that s/he is a good director by examining

quantity standards

The part of staffing that involves seeking out and attracting qualified potential job candidates is called

recruiting.

Negative "word of mouth" advertising due to unresolved customer complaints can cost a business its

reputation.

When managers are building group dynamics, they are also often

resolving conflict

The project manager controls what the project will and will not do, known as the project's

scope.

Keri works as a public relations consultant for a large corporation. She reviews issues and makes recommendations to managers. Keri has __________ authority.

staff

None of the other managerial functions can be carried out effectively without staffing because

staffing supplies the human resources needed for management.

When HR management executives participate in a company's long-range planning efforts, they are taking part in

strategic management.

Fulfillment manager, import/export analyst, and inventory planner are _________ positions.

supply chain management

A manager who helps an employee count the money in a cash drawer and prepare a bank deposit is demonstrating

technical skills.

Employees often find that it is difficult for complaining customers to remain angry when they

thank the customer for pointing out the problem.

A well-planned organizational design helps a business to better compete because

the business is more productive.

A customer tries to pay with credit card, but the employee tells him, "I'm sorry, sir. We only accept cash." This situation is likely to generate a complaint about

the business.

A workforce analysis assesses

the human resources that are available.

Motivation can best be thought of as

the reason you do the things you do

A job specification is an explanation of

the skills, knowledge, and characteristics required for a job.

Human resources are a company's most important resources because

they control all other company resources.

The three common constraints on a project are scope, budget, and

time.

Jon is always telling Petra what to do, but Petra doesn't know whether or not Jon is her superior. Petra's company needs

to implement the scalar principle.

Mark is unhappy with the way his new shirt wrinkles, and he shows it to the salesperson. Mark's complaint is an example of a

true complaint.

A business creates an organizational design in which no employee has to report to more than one manager at a time. This is following an organizational principle called

unity of command.

Steve manages employees who are highly skilled and need little supervision. Therefore, he can supervise quite a few employees at once. Steve's span of control is

wide.

Under what circumstances would a company adopt a matrix organizational structure?

It frequently uses cross-functional teams.