chapter 5- 8
according to the steps in the control process, if performance varies each year against standards, managers should _______.
adjust performance or standards
sophia is a software engineer for an electronics firm. she reports to the manager of software engineering but also works on a new product development team and reports to the team leader in that capacity. based on this information, it would appear that sophia's firm has a _______ structure.
matrix
to change a corporate culture, companies must have _____.
top management formulate a vision of a new company
francoise owns a film production company that produces television commercials and short documentaries. she has only a few permanent employees but hires temporary crew members such as lighting specialists, camera operators, and set designers as needed to produce films. what type of organizational structure does this describe?
virtual organization
which of the following would be considered a high-contact service which would require the service provider to quickly adjust the service activities?
you get a manicure and add a pedicure when you arrive at the salon
a drawback of the function structure is it makes_____ more difficult.
accountability
a drawback of the functional structure is it makes _____ more difficult.
accountability
on a pert chart, an arrow from "activity d" to "activity e" indicates that _____.
activity d must be completed before activity e can start
functional departmentalization is used to divide an organization _____.
based on a group's activities
the term operations (or production) refers to all of the activities involved in producing _____.
both goods and services
smith farm equipment changed to an online system for customers. smith revamped the whole payments and financing process by improving equipment, retraining employees, and connecting customers to smith's databases. this is an example of _____.
business process reengineering
rosa's is a nationwide fast food chain, and it is critical for the company's image and brand that a burrito tastes the same in midland, texas as it does in springfield, oregon. this would tend to suggest that the organization should have _____.
centralized decision making
lee is an example at the sunset corporation. he reports to a manager who reports to a senior manager who reports to the vice president who reports to the ceo. this is an example of_____.
chain of command
business travelers using la quinta enjoy the same features at all of la quinta hotel across the country-high-speed internet access; meeting space; access to an exercise room, restaurant, lounge, and a swimming pool; and 24-hour access to food. which aspect of quality does la quinta exhibit?
consistency
when the covid-19 pandemic hit in 2020, the metropolitan opera cancelled its season but was able to utilize many components of its existing programs on the radio and online to replace live performances at lincoln center in new york. this is an example of _____
contingency planning
antonia has spent the morning reviewing data from the manufacturing department to determine whether finished products are meeting the quality standards established by the organization. which function of management does this best describe?
controlling
the makers of wd-40 concentrate almost exclusively on that brand. some corporations own and operate only a single business. this example shows that the purpose of _____ is to determine what business or businesses a company will own and operate.
corporate strategy
because of the devastation caused by the california wildfires in 2020, there is a new wildfire readiness guide and evacuation plan offered online. this is an example of ________.
crisis management
in a pert chart, the _____ path refers to the most time-consuming set of tasks in a project.
critical
a _____ organization typically has a _____ span of control.
flat; wide
the process of grouping jobs into logical units within the organization is known as _____.
departmentalization
the process of grouping jobs into logical units within the organization is known as_____
departmentalization
a drawback of the informal organization is that it can _____.
disseminate distorted or inaccurate information
each month, hr manager alexandra sends out a newsletter to employees in the organization, highlighting specific employee benefits and advising employees of ways in which they can capitalize on those benefits. which basic managerial role would this best describe?
disseminator
after two assembly line employees have a loud argument in the cafeteria, the foreman calls them into his office to resolve the conflict. which basic managerial role does this best describe?
disturbance handler
which of the following terms best describes an organizational structure with separate product lines that operate as relatively autonomous business units under a larger corporate umbrella?
divisional
after working for stafford automotive group as an automotive technician for the last 4 years, stan was promoted to the position of service manager. he now oversees the work of the other automotive technicians and shop attendants, is responsible for training them, and manages the parts inventory. stan would be considered a(n) _______ manager.
first-line
christina is the supervisor of customer service and she directly oversees the work of four customer service specialists. christina would be categorized as a(n) _____ manager.
first-line
while a patient is recovering at home from a knee replacement, physical rehabilitation specialists come to the patient's home for rehab services. this is an example of a _____ layout.
fixed-position
decentralized firms tend to have relatively fewer layers of management, resulting in a _____ organizational structure.
flat
several years ago, burger king's jingle was, "hold the pickles, hold the lettuce, special orders won't upset us, all we ask is that you let us serve it your way." this would suggest that Burger King sought to gain competitive advantage based upon which of the following?
flexibility
the parts of a lounge chair- the wood frame, the fabric, the glue and nails, and reclining mechanism- are all less useful by themselves. putting them together creates _____ utility.
form
a seamstress combines lace, satin, tulle, and pearl trim to create a one-of-a-kind bridal gown for a customer. which form of utility is the seamstress providing to the customer?
form utility
general motors develops _____ strategies for marketing its vehicles and decides how best to achieve corporate goals by performing activities effectively.
functional
for the renovation of an office building, a _____ shows progress to date, schedules for the remaining work, and steps that can be performed at the same time. some steps must be completed before others can begin.
gantt chart
levi strauss, for instance, has one division for north and south america; one for europe, the middle east, and north africa; and one for the asia pacific region. this is an example of_____.
geographic departmentalization
to help firms transfer their corporate culture to different locations, the trend is to transfer u.s. managers rather than hire local managers. for this reason, it is important that managers have _____.
global management skills
ceo scott kirby at united airlines wants to continue to improve operational efficiency, revenues, and profits while improving customer service. kirby is also focused on how to address sharp declines in air travel due to the covid-19 pandemic. this is an example of _________.
goal setting
informal communication is increased by information technology that makes it easier than ever before for people to communicate quickly and easily. social media plays a growing role in the _____.
grapevine
which of the following is am example of a low-contact system?
having your lawn cut by the neighbor's son
as a manager in a hair salon, you would most likely give more consideration to the _____ element of operations because success or failure often depends on provider-customer contract
human
ari is the manager of employee assistance programs for a large state university. in this role, he provides short-term counseling services to faculty and staff and their families with respect to personal, career/ work-related, and behavioral health problems or makes referrals for longer-term counseling to a network of partner firms. which managerial skills would likely be the most crucial to the performance of ari's job?
human relations skills
you go to a hair salon for a haircut and end up buying a tube of styling gel as you are checking out. the haircut is a(n) _____, whereas the styling gel would be considered a(n) _____.
intangible service; tangible product
the company you work for is planning to expand operations by both offshoring and establishing sales outlets in several european union member nations. currently, the ceo makes most of the day-to-ay decisions. as a member of the strategic planning team, you should suggest adopting a more _____ organizational structure.
international
general electric (ge) functions as one integrated organization. ge businesses around the world connect and interact with each other, and managers freely move back and forth among them. this is an example of a(n) _____.
international organizational structure
many firms, including rubbermaid, dreamwork animation, 3m, and xerox, encourage and support_____, creating and maintaining the innovation and flexibility of a small-business environment within a large, bureaucratic structure.
intrapreneuring
during the 2020 covid-19 pandemic many managers had to make decisions about closures and changes to operating procedures based on their intuition, and they relied heavily on personal judgment. This example shows that the art of management depends on _____.
intuition and personal judgment
a manufacturing company has multiple small plants in a region. each plant is headed up by a plant manager, but major decisions regarding what and how much is produced at each plant is made by the executive staff at the company's headquarters. this suggests that the company _____.
is a centralized organization
a manufacturing company has multiple small plants in a region. each plant is headed up by a plant manager, but major decisions regarding what and how much is produced at each plant is made by the executive staff at the company's headquarters. this suggests that the company_____.
is a centralized organization
which of the following activities would be involved in the organizing function of management
janet makes a monthly schedule for staffing the restaurant that she manages
bob mills inc. markets office furniture but does not manufacture it. the company orders the furniture from the manufacturer only when a customer makes a purchase. the manufacturer delivers it directly to the customer. bringing together materials when they are needed is called _____ production.
just-in-time
when a manager works to motivate, inspire, and encourage employees to meet the organization's stated objectives, which function of management is s/he performing?
leading
shell oil's employees routinely attend training programs and seminars. shell has state-of-the-art classrooms and instructional technology. line managers rotate through the center to fulfill teaching assignments. shell oil is an example of (a) _____.
learning organization
_____ authority is the power given to someone in a supervisory position to mandate actions by subordinates. examples of managers within a business include the controller, engineering manager, production manager, and sales manager.
line
when deciding where to build a new factory, senior managers of wyoming products considered factors such as transportation, the availability of a trained labor force, tax incentives, and the government regulations in the area. this process best describes which aspect of operations planning?
location planning
at family foods, goods and everyday items are offered at savings up to 40 percent less than conventional food chains. which strategy has family foods chosen?
low cost
gonzalez construction is contracted by the county to construct a bridge over a set of railroad tracks. which of the following would BEST describe this operations process?
make-to-order operations
the prime minister of canada, curators at new york's museum of modern art, the dean of your college, and the chief administrator of your local hospital are all _____ (although they may have different titles)
managers
clara is the central region sales manager for a larger electronics distributor. reporting to her are district sales managers in chicago, milwaukee, indianapolis, cincinnati, and detroit, a regional customer service manager, and an administrative assistant. clara would likely be characterized as a(n) _____ manager
middle
many factors play a part in determining an organization's optimal structure. chief among them are the organization's _____
mission and strategy
starbucks intends to "establish starbucks as the premier purveyor of the finest coffee in the world while maintaining our uncompromising principles while we grow." this is an example of a ___________.
mission statement
ahava is curious and willing to listen to new ideas and to change her own ideas, beliefs, and attitudes in response to new information. which "big five" personality trait does this best exemplify?
openness
among other duties, _____ are responsible for production, inventory, and quality control. manufacturing companies such as general electric, general motors, and caterpillar have a strong need for these managers at many levels
operations managers
during the 2020 covid-19 pandemic, many individuals, especially those in the health care industry and first responders, stepped forward and worked beyond the normal scope of their jobs. this is an ecample of ____.
organizational citizenship
which of the following is a positive employee behavior?
organizational citizenship
as the operations manager for a large guitar maker, you recently received an offer from an overseas parts manufacturer that wants to supply the electric pickups for your signature series electric guitars at $4 each. you currently manufacture this component but labor costs and overhead are high in your production facility, and you estimate that each pickup costs $8 to produce. for this item, you should consider_______.
outsourcing
wells fargo employees created thousands of fake demand deposit accounts to fulfill performance quotas set by upper management. as managers, the lesson we can learn from this is that _______ can create ________.
performance goals; counterproductive behavior
target is conveniently located on a main thoroughfare in odessa, texas. shoppers can go to target or easily purchase items on targets website and pick them up in the store or have them mailed directly to their homes. this is an example of _____.
place utility
irma, the business administration department chair, observes a trend of increased enrollments in online college versus traditional face to face courses. she establishes a goal of introducing three new online courses during the fall semester and maps out the steps that the department needs to address to develop these course offerings. which management function does this best describe?
planning
kevin johnson is the ceo of starbucks. he is responsible for developing strategies to keep Starbucks growing while maintaining quality. which best describes the ceo's job?
planning
at mills brothers, a manufacturer of outdoor furniture, one department is responsible for cutting the wood according to pattern. another department is responsible for staining and finishing the wood. another department is responsible for assembling the stained wood pieces. based on this information, what type of departmentalization does mills brothers use?
process
office depot stores use _______ layouts to accommodate a variety of custom jobs. specific activities such as photocopying, computing, and printing photos are performed in separate, specialized areas of the store. walk-in customers move from area to area performing self-service tasks.
process
at a bakery, baked goods boxes travel past individual work stations on a conveyor, and workers at each station perform a small task, such as placing baked goods in the box, placing the cover on the box, affixing stickers to the box, or shrink-wrapping the box in plastic. this best describes a _____ layout.
product
in an intrapreneurial organization, a manager who uses his/her influence to help overcome organizational resistance and convinces others to take the innovation seriously is known as the _____.
product champion
in the manufacturing process of a car, the car body goes from one stage of production to the next. employees at each stage work on the car and then pass it on to the next stage. this is an example of _____.
product layout
which of the following is not a leading cause of wasted time for managers?
productivity
dillard's can calculate the profits it generates from men's clothing, home furnishings, cosmetics, and women's shoes separately. managers can make decisions about advertising and promotional events and budgeting. this is an example of (a) _____.
profit center
when volkswagen executives decided to promote their diesel engines in the united states, engineers at the company realized they could not meet emissions standards, so they installed "cheat devices" that kicked in emissions controls only when the car was being tested. the fallout from this illegal activity cost the company billions of dollars. from the standpoint of total quality management (tqm), this scandal was most likely the result of failing to ensure ___________.
quality ownership
in terms of the delegation process, the first element is assigning _____, the duty to perform an assigned task.
responsibility
the delegation process involves which three elements?
responsibility, authority, and accountability
the majority of private sector employment in the u.s. economy is in the _____ sector.
services
the number of employees reporting to a manager is referred to as the manager's _____.
span of control
at southwest airlines, reservationists book flights, pilots fly the planes, and baggage handlers deal with passenger luggage. when the overall task of southwest- transporting passengers- is broken down, workers develop expertise. this is an example of_____.
specialization
juanita, the ceo of a landscape company, fights for the budget needed to develop an idea and uses organizational politics to ensure her project's survival. juanita is a(n) _____.
sponsor
as corporate attorney for medical center hospital, richard stoker may advise the hospital's marketing department as it prepares a new contract with the its advertising agency, but it will not make decisions that affect how the marketing department does its job. in this example, the attorney has _____ authority.
staff
what are the elements of a swot analysis?
strengths, weaknesses, opportunities, threats
which materials management function likely would be responsible for identifying, evaluating, and choosing potential vendors of materials and services and negotiating terms of service?
supplier selection
a _____ for any product is the flow of information, materials, and services that starts with raw-materials suppliers and continues adding value through other stages in the network of firms until the product reaches the end customer.
supply chain
your consulting client owns several local grocery stores within a 100-mile radius of one another that specialize in regional products such as locally roasted coffees, wines from around the area, and grass-fed beef. each store places its own orders with various suppliers but no one coordinates efforts among the group. as an advisor to the owner, which would you suggest as the best overall improvement to consider?
supply chain management
dell's effort to extend its distribution expertise into the markets for televisions and other home electronics is an example of _____ planning.
tactical
within its human resource department, rodriguez enterprises has a vice president of human resources, a director of human resources, a labor relations manager, assistant managers of human resources, a manager of compensation, an employee benefits manager, human relations supervisors, and team leaders for training and employee development. this hierarchy would suggest that rodriguez enterprises is a(n) _____ organization.
tall
which managerial skill set is particularly important for first-line managers?
technical skills
corporate culture would best be described as _____.
the "feel" of the organization
which of the following best describes conceptual skills?
the ability to think creatively, understand complicated or abstract ideas, and see the "big picture"
which of the following functions would be part of the leading function of management?
the sales manager of an automotive dealership holds a rally to familiarize the sales staff with the features of the new model year cars and get them enthused abut selling them
businesses must also consider building quality into goods and services. everyone who flies wants the plane to take off and land on time and the luggage to arrive when they do. so, airlines concentrate on on-time performance and baggage handling. this is an example of _____.
total quality management (tqm)
janie has a daycare center for seven children. if one child gets sick and misses three days, those daycare hours of service cannot be saved. this is an example of the service's _______.
unstorability
