chapter 5

In its ________, Caterpillar, a Fortune 100 construction equipment manufacturer, specifies that it wants "a world in which all people's basic needs—such as shelter, clean water, sanitation, food, and reliable power—are fulfilled in an environmentally sustainable way and a company that improves the quality of the environment and the communities where we live and work." A) values statement B) action plan C) strategic plan D) vision statement

D) vision statement

When Zappos.com says it aims "to simultaneously deliver happiness to customers, employees, vendors, shareholders, and the community," it is stating its code of ethics. ⊚ true ⊚ false

FALSE

The upper-level managers of Sure Stop Tire Repair are meeting to discuss the company's long-range goals and vision. Like any organization, Sure Stop should adopt planning and strategic management for two reasons: (1) to provide direction and momentum and (2) to determine what contributions each department will make. ⊚ true ⊚ false

FALSWE

Which of these represents the company's mission statement? A) Ferrari: To make the world dream. B) Airbnb: To tap into the universal human yearning to belong. C) LinkedIn: To connect the world's professionals to make the more productive and successful. D) Amazon: To be Earth's most customer-centric company.

LinkedIn: To connect the world's professionals to make the more productive and successful.

Which of these managers is engaged in tactical planning? A) Azumi reviews inventory logs to determine which colors of her company's product need to be produced this week. B) Alberto looks for ways to diversity the supply chain to support a new product offering. C) Paul aligns organizational actions with two key sustainable development goals. D) Vilma determines how to entice customers to buy higher margin items to increase her division's profitability.

Vilma determines how to entice customers to buy higher margin items to increase her division's profitability.

Excellent strategic planning is enough to achieve a competitive advantage. ⊚ true ⊚ false

false

Malik is looking to successfully implement MBO in his organization. To this end, he is focusing on three out of five divisions: accounting, sales, and distribution. He is going to first start with these three divisions and then implement MBO in operations and human resources if everything goes smoothly. Based on this information, Malik will have an effective MBO program. ⊚ true ⊚ false

false

Romina, the director of marketing for a global company, is planning the contributions she and her department will make to the organization over the next 24 months. This type of planning is called operational planning. ⊚ true ⊚ false

false

Which career readiness competency represents a desire to learn and improve and is desired by employers because it drive creativity and innovation? A) proactive learning orientation B) positive approach C) personal adaptability D) networking

A) proactive learning orientation

Nyah knows that planning and strategic management can help focus on the most critical problems, choices, and opportunities by A) providing direction and momentum. B) encouraging new ideas. C) developing a sustainable competitive advantage. D) setting long-term goals.

A) providing direction and momentum.

Effective vision statements are characterized by clarity and A) quality control. B) diversity. C) future focus. D) collaboration.

A) quality control.

Managers can use an action plan to A) specify the steps that will be used to reach a goal. B) combine low-level goals into a higher-level goal. C) show how goals are connected across an organization. D) develop a sustainable competitive advantage.

A) specify the steps that will be used to reach a goal.

Which sequence of goals is consistent with "cascading" goals that begin at the top of the organization? A) strategic goals > divisional goals > department goals > individual goals B) individual goals > department goals > divisional goals > strategic goals C) divisional goals > strategic goals > individual goals > departmental goals D) departmental goals > individual goals > strategic goals > divisional goals

A) strategic goals > divisional goals > department goals > individual goals

Aanu owns several computer repair shops across northeastern Wisconsin, and she has set a goal for her company of increasing market share in all locations over the next three years. Aanu has set a A) tactical goal. B) vision statement. C) business plan. D) strategic goal.

D) strategic goal.

You are the sales manager for a multinational solar energy company. Recently, your company distributed its ________ that outlines its long-term goals and directions, including "Reduce energy consumption in our offices by 20 percent," "Grow our market share in China from 3 percent to 10 percent," "Enter a strategic alliance with a partner in New Zealand," and "Equip all sales representatives with an app that allows them to provide an immediate quote when meeting with customers." A) values statement B) action plan C) vision statement D) strategic plan

D) strategic plan

After establishing values statement, what is the next step in planning? A) tactical planning B) stating the vision C) operational planning D) strategic planning

D) strategic planning

The move by Philip Morris International (PMI), the industry-leading tobacco company, to invest billions in creating a smoke-free future is an example of A) vision. B) operational goals. C) current reality assessment. D) strategy innovation.The move by Philip Morris International (PMI), the industry-leading tobacco company, to invest billions in creating a smoke-free future is an example of A) vision. B) operational goals. C) current reality assessment. D) strategy innovation.

D) strategy innovation.

Kohana manages the underwriting division of a large financial services provider. For her work unit, Kohana selected five key goals that she identified as being results-oriented and A) supporting the company's diversity plan. B) aligning with the beliefs of the local community. C) keeping employees happy. D) supporting the organization's vision.

D) supporting the organization's vision.

Which of the following is an example of a mission statement? A) "to create a world where the family farm is valued over the large-scale production of agribusiness" B) "to become a beacon of hope for those suffering from mental hardship" C) "to make clean water accessible to everyone in the world" D) to offer the lowest prices on new home appliances, anywhere in the world"

D) to offer the lowest prices on new home appliances, anywhere in the world"

Knowing the future is uncertain, Sofia should engage in ________ so her family's business will have a set of goals and tasks that should lead to desired outcomes. A) planning B) outsourcing C) philanthropy D) stakeholder analysis

A) planning

Kickstarter, a global crowdfunding platform, states that its purpose as an organization is "to help bring creative projects to life." This is the company's A) mission statement. B) belief statement. C) values statement. D) code of ethics.

A) mission statement.

Which of the following is a tactical goal? A) By the end of this fiscal year, we will achieve a 10 percent cost reduction in our office expenses. B) Within two years, we will enter into a strategic alliance with a company that is able to effectively market and sell our products in China, India, and other emerging economies. C) This company has a policy of conducting a background and credit check on all job applicants. D) Smoking on the factory floor is strictly prohibited; anyone caught smoking in company facilities will be disciplined immediately.

A) By the end of this fiscal year, we will achieve a 10 percent cost reduction in our office expenses.

For the Management in Action case, which of the following would be a SMART goal for Amtrak? A) To grow revenue by 5% in the next year. B) To become profitable. C) To change revenue in the next year. D) To better the quality of service in the next three years.

A) To grow revenue by 5% in the next year.

Cooper has created and carried out a plan for his business. For Cooper, the benefit of enacting the control steps will be A) a continuous feedback loop that ensures plans stay headed in the right direction. B) arranging tasks to be done and clarifying the reporting structure. C) retention of employees with strong technical skills. D) evaluation of how competitors will respond to his company's innovations.

A) a continuous feedback loop that ensures plans stay headed in the right direction.

To be profitable and to grow, firms need a competitive advantage that is based on products or services that are valuable, rare, and difficult to imitate. Which of these examples is mostly likely to have a competitive advantage? A) a portrait-painting service by a very talented artist who is known for her ability to make all men look handsome and all women look beautiful B) a souvenir shop in a beach town that sells dried sand dollars, jewelry made of shells, and tie-dyed shirts C) an independent book store that sells used books, knick-knacks D) a cat-sitting service, where you take care of people's cats when they are on vacation

A) a portrait-painting service by a very talented artist who is known for her ability to make all men look handsome and all women look beautiful

For organizational goal setting to be effective, goals must A) be applied organizationwide. B) employees should provide continuous feedback to each other. C) objectives must remain fixed and unchanging. D) tactical goals should be set before strategic goals.

A) be applied organizationwide.

To prepare for an upcoming interview, Loic has reviewed his résumé, prepared his questions, and thought through answers for the most common interview questions. He feels well prepared. At the interview, Loic is asked to respond to a scenario question in which a problem is presented. If the interviewer prioritizes critical thinking, she is probably trying to determine if Loic A) can consider alternative solutions and remain open-minded. B) can make quick decisions. C) demonstrate strategic planning experience. D) understands the inner workings of the company.

A) can consider alternative solutions and remain open-minded.

In the Management in Action case, if Congress forces Amtrak to become a nonprofit, the organization will have to go back to which step in planning process? A) developing a mission statement B) strategic planning C) operational planning D) execution

A) developing a mission statement

The third step of MBO reminds us that A) feedback is essential. B) all employees must have learning objectives. C) strategic planning is simple. D) outsourcing saves money.

A) feedback is essential.

Bahir's ________ is to sell 80% of his old merchandise prior to ordering more inventory from the wholesaler. A) goal B) vision C) business plan D) mission statement

A) goal

Which of these managers is engaged in operational planning? A) Jesse is writing a statement about the purpose of his organization. B) Renata is assigning employees to workstations and applying protocols to resolve customer complaints. C) Yuan is assessing which divisions stayed within their budgets. D) Najah is adjusting the safety policy after an employee was injured.

B) Renata is assigning employees to workstations and applying protocols to resolve

A(n) ________ links low-level goals, such as providing free estimates within 24 hours, to higher-level goals, such as decreasing the cost of customer acquisition. A) chain of command B) means-end chain C) value chain D) business model

B) means-end chain

The Publix chain of supermarkets has stated, "We will not knowingly disappoint you. If for any reason your purchase does not give you satisfaction, the full purchase price will be cheerfully refunded immediately upon request." This proclamation is Publix's A) vision statement. B) values statement. C) mission statement. D) company tagline.

B) values statement.

Tomio has been working as an assistant database analyst for three months. During a recent conversation with his supervisor, Tomio explained his goal "to improve his computing skills by the end of the year." Is this a SMART goal? A) Yes, SMART goals should set a timeline for being achieved. B) No, SMART goals must be specific and measurable. C) No, SMART goals must have a target date. D) Yes, SMART goals should be results-oriented.

B) No, SMART goals must be specific and measurable.

Kumail initiated MBO in his company 12 months ago. Now, Kumail about to conduct his first-ever performance appraisals with his employees. Which of the following statements would you offer to Kumail as advice? A) Try to address results, as well as emotional issues. B) Be sure to reward employees who meet their objectives. C) Review whether the objectives had set deadlines. D) Remind the employees what the company stands for.

B) Be sure to reward employees who meet their objectives.

Keiko wants to develop her proactive learning skills in order to increase her career readiness. What would you advise her to do? A) Write a letter to the editor about potholes in her town's streets. B) Contribute to a LinkedIn conversation about trends in her industry. C) Listen to a podcast about the job market for college graduates. D) Plan a trip abroad.

B) Contribute to a LinkedIn conversation about trends in her industry.

In the Management in Action case, assume Amtrak's CEO makes changes to the company's operations and then reviews the resulting revenue. What step in the planning/control cycle would this represent? A) Make the plan. B) Control the direction by comparing results with the plan. C) Carry out the plan. D) Control the direction by taking corrective action.

B) Control the direction by comparing results with the plan.

When planning for starting your career, what can you do to stay resilient?

B) Know that it takes time to find a job.

A mission statement expresses ________, and a vision statement expresses ________. A) what the organization wants to become; what the organization stands for B) why the organization exists; what the organization wants to become C) what the organization stands for; how employees will be served by the organization D) which goods and services the organization will produce; which charitable organizations it will support

B) why the organization exists; what the organization wants to become

The planning steps of the planning/control cycle are A) (1) research planning and (2) receive feedback. B) (1) make the plan and (2) set it aside for a period of time. C) (1) make the plan and (2) carry out the plan. D) (1) review previous plans and (2) evaluate plans.

C) (1) make the plan and (2) carry out the plan.

A short-term goal usually spans ________ while a long-term goal typically spans ________. A) 1 month; 3 months B) 3 months; 1 year C) 12 months; 1 to 5 years D) 2 weeks; 6 months

C) 12 months; 1 to 5 years

can be another term used for a goal. A) Vision B) Business plan C) Objective D) Norm

C) Objective

Which of the following could be Google's vision statement? A) To create a better everyday life for many people. B) To bring transportation—for everyone, everywhere. C) To provide access to the world's information in one click. D) To respect people, value diversity, and commit to equality.

C) To provide access to the world's information in one click.

MBO works by objectives moving through the organization; that is, top managers set general organizational objectives, which are translated into divisional objectives, which are translated into departmental objectives. The hierarchy ends in individual objectives set by each employee. This is an example of MBO ________ through the organization. A) moving upward B) changing significantly C) cascading down D) becoming more generalized

C) cascading down

Lorah, a district manager for a commercial food distributor, is in charge of implementing the company's plan to reduce cost of goods sold by 12%. Lorah is reviewing quarterly expense reports to determine how each section of her district is progressing toward the COGS reduction, thus Lorah is controlling the direction by A) carrying out the plan. B) making the plan. C) comparing results with the plan. D) improving future plans.

C) comparing results with the plan.

Prior to Apple's debut of the iPhone, Microsoft was also working on a revolutionary smart phone. Microsoft was already one of the world's leading technology companies with thousands of engineers and designers with hundreds of millions of dollars for their R&D budget. Despite having a solid strategy and adequate resources, Microsoft derailed cross-departmental cooperation, perpetuated unhealthy competition among its employees, and ultimately A) closed the business due to a labor strike. B) fired Bill Gates. C) failed to implement its strategy. D) developed a competitive advantage in smart phones.

C) failed to implement its strategy.

In the Management in Action case, once Amtrak decided to change its dining cart service, what category of individuals needed to plan its operational execution? A) yop management B) nonmanagerial employees C) first-line managers and team leaders D) middle management

C) first-line managers and team leaders

Operational planning should be completed by ________, and tactical planning is done by ________. A) team leaders; first-line managers B) middle managers; top managers C) first-line managers; middle managers D) union leaders; team leaders

C) first-line managers; middle managers

Research on MBO shows that participative goal setting is A) the most effective way to increase profitability. B) to be avoided because employees don't want to participate. C) just as effective as when managers set the goals. D) unable to be carried out ethically.

C) just as effective as when managers set the goals.

The process for motivating employee performance in which the manager and employee jointly set objectives for the employee, the manager develops action plans, the manager and employee periodically review the employee's performance, and the manager makes a performance appraisal and rewards the employee according to the results achieved is known as A) tactical goal setting. B) Mayo management theory. C) management by objectives. D) strategic planning.

C) management by objectives.

The managers of Kai's Catering want to increase the number of events booked by 20%. To accomplish this, a(n) ________ was established to include clear weekly targets for number of deposits received. A) strategic plan B) means-end chain C) operating plan D) scenario analysis

C) operating plan

Picnix, a meal-kit company, has set a strategic goal of decreasing corporate costs by 12% over the next 4 years. Joseph manages one of Picnix's distribution centers. Installing a just-in- time inventory system and partnering with a new produce wholesaler are ________ that Joseph can implement over the next 12 months to contribute to the strategic goal. A) vision statements B) action plans C) tactical goals D) long-term goals

C) tactical goals

Omar runs a popular sports bar and grill that is soon to implement a new point-of-sale software. Which of these represents a learning objective that Omar might set? A) Increase the number of tables who order appetizers. B) Decrease food waste by 15%. C) Provide all customers with a follow-up survey. D) Ensure all employees complete a virtual training on the new software.

D) Ensure all employees complete a virtual training on the new software.

Which of the following satisfies the SMART goals criteria? A) As a talented florist, I will sell $100,000 in flowers. B) This company will greatly improve its performance next year. C) Within the next six months, I will grow my sole proprietorship into a corporation that is larger than Google and Amazon combined. D) In the next quarter, our Tucson sales agent will increase sales by 10 percent.

D) In the next quarter, our Tucson sales agent will increase sales by 10 percent.

In which of these examples is the competency of networking supporting planning? A) Peyton is adopting a strategy of making social media posts in advance and then scheduling them to appear at high-engagement times. B) Daniella is completing extra workshops to make her a better customer service manager. C) Mohammed intends to decrease labor costs at his firm by 15% over the next six months. D) Naheem's company is establishing a new contract with a vendor that Naheem met during a trade show.

D) Naheem's company is establishing a new contract with a vendor that Naheem met

Emma, a nurse at a long-term care facility, recently submitted her goals to the director of nursing. One of Emma's goals is "to improve resident satisfaction by responding to every resident's call, page, or request within 3 minutes." Is this a SMART goal? A) Yes, SMART goals should have a deadline. B) Yes, SMART goals should be specific. C) No, SMART goals must be measurable. D) No, SMART goals must be attainable.

D) No, SMART goals must be attainable.

Constanza, who owns and operates a daycare, is meeting with all of her employees to set goals. One employee, Carlos, sets a goal of teaching 90% of the 4-year old students in his class to tie their shoes. Is this a SMART goal? A) No, SMART goals should be results-oriented. B) Yes, SMART goals are realistic and attainable. C) No, SMART goals should be measureable. D) No, SMART goals should specify a target date.

D) No, SMART goals should specify a target date.

Mark Zuckerberg stated that Facebook's early idea was to "Move fast and break things." He set that as his strategy for the company. Was he using the concept of strategy correctly? A) Yes, because mission statements are a part of strategic plans and this was a clear, concise mission. B) Yes, because it provided a vision for this new endeavor for others to share. C) Yes, because he involved managers from all parts of the organization. D) No, because a strategy sets a long-term goal and direction for an organization.

D) No, because a strategy sets a long-term goal and direction for an organization.

Jin manages a team of sales agents who are tasked with selling high-end vacuum cleaners in an assigned territory. One of the agents, Isaac, set a goal of increasing sales in his territory by 10% this year. However, when preparing for their quarterly review meeting, Jin realizes that Isaac's sales when down by 2%. At their meeting, Isaac explains that a large factory in his territory was closed and now there are over 4,000 households who have lost income due to layoffs. As a result, the economy in Isaac's territory has become quite depressed, and the residents are living off their savings. Taking the steps of the planning/control cycle into account, what is Jin's best course of action with Isaac? A) Terminate Isaac's employment with the company. B) Arrange for Isaac to take a refresher course on sales methods. C) Transfer Isaac to another territory and replace him with another sales rep who is more motivated. D) Recognize the economic reality of Isaac's territory and change his goals to make them achievable.

D) Recognize the economic reality of Isaac's territory and change his goals to make

Which of these questions should be answered by your company's mission statement? A) Does it reflect the uniqueness of the organization, its distinctive competence, what it stands for, what it's able to achieve? B) Will it be unchanging, as valid 100 years from now as it is today? C) How will we express the company's distinctiveness, its view of the world? D) What are our major strengths and competitive advantages?

D) What are our major strengths and competitive advantages?

Managers can use an operating plan to A) show how goals are connected across an organization. B) describe what an organization wants to become. C) determine the organization's goals over the next five years. D) segment strategic goals into short-term targets.

D) segment strategic goals into short-term targets.

You have an idea for a company that sources fruits from local farms to make fresh juices that will be sold on a subscription-based service to households within a 100-mile radius. How will you know if your company has a sustainable advantage? A) You will strategically invest in a healthy snack foods business to complement your fresh juice delivery service. B) You will set specific customer retention goals and decide how to achieve them. C) You will clearly outline your customers' juice needs and the expected revenues. D) You will produce and deliver juice more effectively than competitors.

D) You will produce and deliver juice more effectively than competitors.

You receive a memo that reads as follows: "In recent months, our customer evaluations have dropped, and our sales have decreased by 10 percent. To restore our business, we will do the following: (1) We will contact all of our customers and offer a 10 percent discount on their next purchase. (2) For the customers who spend more than $1,000 per year, we will invite them to join our Insiders' Club, which gives them discounted tickets to concerts and sporting events. (3) Effective immediately, we will begin staffing our call center 24 hours a day, 7 days a week. (4) Customer-service personnel will be given more discretion in helping customers resolve problems, with minimal interference from supervisors." This memo is a(n) A) mission statement. B) VRIO analysis. C) business model. D) action plan.

D) action plan.

Dimitri wants all the parking attendants, ticket agents, groundskeepers, and ride attendants at his theme park to greet each customer by welcoming each visitor to the park with a smile, a kind word, and an offer of assistance." Dimitri has established a ________ objective. A) learning B) performance C) motivational D) behavioral

D) behavioral

After reviewing her department's results, Laurel decided that she needed to cut more costs for the department to meet its profitability goal for the year. Eliminating the unplanned advertising expenses is one way to A) receive feedback on new product development. B) research ways to plan better in the future. C) increase organizational diversity. D) correct deviations in the plan being carried out.

D) correct deviations in the plan being carried out.

Which important aspect of goal setting helps you keep an eye on the big picture and is useful for giving yourself feedback? A) behavioral objectives B) learning objectives C) tactical planning D) deadlines

D) deadlines

At the strategic level of planning, managers must pay attention to the environment outside the organization, be future oriented, and A) have more stability than at other levels. B) have more control over employee issues. C) have less competition. D) deal with uncertain and competitive conditions.

D) deal with uncertain and competitive conditions.

When the university's provost sets a major student retention goal, the cascading-goals process would occur if the A) student government association elected a new president. B) food court in the student union extended its hours. C) professors change textbooks. D) deans set retention objectives for their colleges and schools.

D) deans set retention objectives for their colleges and schools.

Terin, the chief human resources officer for a major financial services company, has met with each of her employees to set their objectives. Now, Terin expects the employees to A) adopt new media literacy skills. B) set deadlines that emphasize immediate results. C) be less motivated. D) develop action plans.

D) develop action plans.

The top managers of One World Enterprises are meeting for the week to look at the long- term company goals and overall direction of the organization. The CEO has expressed his concern over the economy and has told his managers to look closely at the environment outside the organization before making decisions and to be future oriented. In this meeting, top managers of One World are A) writing a mission statement. B) developing their action plan. C) producing their code of ethics. D) doing strategic planning.

D) doing strategic planning.

How often should a company revise its strategic plan? A) every 100 days B) every 1 to 52 weeks C) every 2 to 5 years D) every 1 to 2 years

D) every 1 to 2 years

An entrepreneur would create a business plan to outline which of the following? A) plans for financing and reducing competition B) mentoring plans C) important details and a code of ethics D) goals and strategies with success measures

D) goals and strategies with success measures

When managers apply the continuous feedback loop known as the planning/control cycle, which management functions are implied? A) organizing and goal setting B) triple bottom line and learning C) learning and motivating D) leading and organizing

D) leading and organizing

Cyril, who manages an ATV dealership, is determined to implement management by objectives to help A) control his workers. B) decrease costs. C) increase customer satisfaction. D) motivate his employees.

D) motivate his employees.

Aliya is a line supervisor in a denim apparel factory. Aliya has set a(n) ________ to reduce the time she spends training new workers. A) front-line goal B) vision statement C) supervisory objective D) operational goal

D) operational goal

Goals that generally span 12 months and are connected to long-term goals are known as ________ or ________. A) first-line priorities; tactical plans B) action goals; short-term priorities C) short-term goals; action goals D) operational goals; tactical goals

D) operational goals; tactical goals

Those who manage the work on the front lines are most involved with what component of the planning process? A) writing a mission statement B) producing a code of ethics C) strategic management D) operational planning

D) operational planning

To ensure that his plans are moving his company in the right direction, Joaquin can apply a A) means-ends chain. B) synergy method. C) efficiency plan. D) planning/control cycle.

D) planning/control cycle.

CorrectTalk is a company that provides security and communications technology to jails and prisons. Over the last several months, CorrectTalk's profits have dropped and the company seems to be moving in the wrong direction. The owner recognizes that he wrongly assumed that his clients would need more technology and that his installation teams frequently have internal conflict. These issues are a result of A) little company diversity. B) no focus on JIT. C) no code of ethics. D) poor planning.

D) poor planning.

Kane, a manager for a large trucking company, knows that the company struggles to recruit enough CDL-certified drivers to keep the business functioning. Kane devises a new plan to identify potential drivers and pay for them to become CDL-certified. Further, Kane believes the potential drivers should be more diverse than the usual pool of applicants, so he intends to focus on recruiting women, military veterans, couples, and immigrants. If you were Kane's manager, how would you instruct him to apply the planning/control cycle? A) Have Kane create a business model on how the potential drivers will stop being recruited. B) Have Kane make the change, compare recruitment metrics after a period of time, and see if corrective action is necessary. C) Demote Kane, as he does not understand the importance of driver recruitment in transportation. D) Have Kane call other driver recruiters and see what they offer potential applicants.

Have Kane make the change, compare recruitment metrics after a period of time, and see if corrective action is necessary.

Every five years, the upper-level managers of Gaze Tekno meet to develop a new large- scale action plan that will set the direction for the company for the next five years. In that meeting the managers will work on developing a strategy. ⊚ true ⊚ false

TRUE

An organization's ________ expresses the need the firm will fill, the operations of the business, its components and functions, and the expected revenues and expenses.

business model

Prior to opening his new salon, Symon is deciding what types of services to offer, the anticipated profits and expenses, the tasks of various employees, and how those jobs will be handled. Symon is creating a

business model

Which of these is an example of a means-end chain? A) Frequently missing deadlines is a means to accountable leadership. B) Focusing on new product development is a means to ignoring customer satisfaction concerns. C) Implementing a cleaning schedule to ensure all parts of the restaurant are deep cleaned each month is a means to earning the highest cleanliness rating during the next health inspection. D) Monthly changes in the strategic plan are a means to employee frustration and confusion.

implementing a cleaning schedule to ensure all parts of the restaurant are deep cleaned each month is a means to earning the highest cleanliness rating during the next health inspection.

Jacinta is a supervisor at a customer service call center. She set a ________ objective for her subordinates to decrease their average call times by 12%.

performance

After closing town hall for several weeks due to the COVID-19 pandemic, the mayor of a small town created a ________ to outline how the city employees would meet their job performance goals while limiting risk of spreading the virus.

plan

As factory supervisor, Miguel wants all 150 workers to complete a required training before the end of the fiscal year which is one month away. He sets a goal of training 15 workers each day. What is Miguel doing?

planning

The three levels of ________ are strategic, tactical, and operational. A) planning B) diversity C) marketing D) the environment

planning

Executives of a national insurance underwriting firm has informed its district managers of a new goal to improve customer retention. The district managers will set goals to be achieved over the next 6 to 24 months as part of ________ planning. A) working-level B) tactical C) middle-level D) operational

tactical

The basic idea of a business that explains which customer needs will be met, how the functions and operations will be organized, and how money will flow in and out is called a business model. ⊚ true ⊚ false

⊚ true

Increase market share by 4% a year for each of the next five years" is an example of a strategic goal. ⊚ true ⊚ false

true

Scarlett is a store manager for a national crafts & fabrics retailer. Yesterday, the district manager delivered this year's tactical plan to Scarlett. Now, Scarlett will meet with her department managers to plan how to implement the specific tasks outlined in the tactical plan for the next year. Scarlett is engaged in operational planning. ⊚ true ⊚ false

true

Liam is starting a company that leases offices, conference rooms, and shared workspaces. Liam has approached a local investor that assists small-business owners in setting up their companies. The investor will probably advise Liam to

write a business plan

Nori and her manager meet monthly to revise objectives and review Nori's progress. This represents the third step of MBO. ⊚ true ⊚ false

⊚ true