management 300 final

After reviewing the standards of performance, you find that the hotel has determined that the standard of performance for room cleanliness requires that 75% of customers respond "completely satisfied". You decide that corrective action is needed in order to raise the customer satisfaction rating. You meet with your assistant managers, Katherine and Brian, to discuss the situation. They each offer a different suggestion on what you should do next. Brian thinks the housekeeping staff is doing a great job at cleaning the rooms. The problem, he thinks, is that customers have become too picky and expect a five star hotel at three star prices. He suggests that you lower the standards of performance to 70%. Katherine disagrees and thinks you should hold mandatory meetings in order to retrain the housekeeping staff. Even though customers are picky, the hotel should be able to rise up and meet the current standard of performa

Agree with Katherine, and require mandatory training sessions with the housekeeping staff.

Which manager seems to espouse an Authority-Compliance management style?

Chelsea, who creates processes that focus on getting high levels of production with minimal interference from human elements

Katherine is curious how other hotels in the area are performing in customer satisfaction and how they train their employees. Katherine approaches you about the idea of benchmarking Creekview Lodge against some of the hotel's local competitors. She isn't sure where to start and asks for your opinion.

Suggest that she choose a few of the best performing hotels in the area and determine what criteria she will be collecting data for. Katherine can review industry reports and online travel sites to gather data.

Martin wants to know how well his department is doing with respect to key activities defined by management. Which measure should he look at?

activity ratios

Stephen is a capable employee but spends much of his time complaining about his boss. He is cynical and uninterested in effectively addressing any of the issues he raises. What kind of follower is Stephen?

alienated

A Level 5 Leader is _____.

ambitious for the company, not him- or herself

The "old" social contract included the idea that employees _____.

are cogs in a machine

Jatara, a human resource manager, wants to move her company towards blind hiring practices. Which suggestion might she make to the management team?

ask applicants to complete a project that reflects what their duties would be

When you make a judgment about what caused a person's behavior, you are making a(n) _____.

attribution

Individuals who know and understand themselves, who espouse and act consistent with higher-order ethical values, and who empower and inspire others are best described as _____ leaders.

authentic

The _____ approach is a comprehensive management control system that includes both traditional financial measures and operational measures.

balanced scorecard

Which total quality management method involves the continuous process of measuring products, services, and practices to identify areas of improvement?

benchmarking

Imagine That Toys is relatively new in the toy industry. Founded just two years ago, Imagine That had huge success with its first toy, RoboDog, a robotic dog that could respond to three voice commands. It was unlike anything on the market at the time and flew off the shelves during the holidays. As Vice President and Head of Future Play, you oversee the Research and Development team at Imagine That Toys. You have called a meeting to discuss R&D's latest research findings and proposals for new toys. Natalie Rensing, R&D Associate, reveals two significant trends in the industry that Imagine That Toys could benefit from. The first trend is the popularity of adaptive learning toys. They are becoming very popular in the industry and there are currently only two other toy companies that make adaptive learning toys, but nothing like RoboDog. Natalie suggests that it would be fairly simple to adjust RoboDog to include adapti

business-level strategy

Kristopher is worried about his company's ability to meet its current financial obligations. Which budget will provide him with that information?

cash

Which statement about internships is most accurate?

companies view internships as a way to get to know a potential employee

In the Level 5 hierarchy, a Capable Leader _____.

contributes talent, skills, and knowledge

What is the most important thing companies can do to lessen employee stress?

create a psychologically healthy workplace

If a company is to respond successfully to change, it must be able to _____ and _____, which is known as the _____ approach.

create ideas; implement ideas; ambidextrous

The governor of a coal-producing state ordered the state Department of Environmental Protection to switch its focus from enforcing environmental regulations to helping companies comply with environmental regulations. What type of change is this best described as?

culture change

Job _____ is to the specific tasks, duties, and responsibilities as job _____ is to the knowledge, skills, and abilities needed to perform the job.

description; specification

In _____ innovation, innovations in products or services end up completely replacing existing products or service technologies.

disruptive

Traits are _____ and strengths are _____.

distinguishing personal characteristics; natural abilities that have been reinforced

The most common diversity initiative among Fortune 1000 companies is _____.

diversity-focused recruitment

According to the time management system presented in your text, if something takes less than two minutes to complete, you should _____.

do it

What type of follower is both a critical, independent thinker and active in the organization?

effective

A person who tends to be moody and depressed would likely score low on a measure of _____.

emotional stability

Under the matching model, the company's needs are to _____ as the employees' needs are to _____.

employee contributions; company inducements

The first step in managing your time is to _____.

empty your head

Imagine That's VP of Marketing, Eric Lawson, weighs in on each option. RoboDog with adaptive learning technology could really differentiate Imagine That in the industry. There are no other similar toys on the market that utilize adaptive learning and have proven sales like RoboDog. Eric suggests that Imagine That could charge a premium price for this RoboDog model and demand would still be through the roof. Eric suggests that the educational RoboDog is just as appealing. The popularity of RoboDog last holiday season lends itself to the idea of a cost leadership strategy. Imagine That can take advantage of supply-side economies of scale which allow the company to sell the new RoboDog at a lower cost. Additionally, if Imagine That could sell RoboDog with educational technology at a price lower than the competition, Eric feels confident that Imagine That could gain significant market share. What should Imagine That Toy

engage in a differentiation strategy

What is the first step of the feedback control model?

establish standards of performance

The belief that one's own group and culture are inherently superior to other groups and cultures is called _____.

ethnocentrism

The bottom-up approach is to the _____ strategy as horizontal coordination mechanisms are to the _____ strategy.

exploration; cooperation

The degree to which a person is outgoing, sociable, assertive, and comfortable with interpersonal relationships is called _____.

extroversion

Six Sigma is appropriate for all organizational problems and typically leads to improvements in quality that translate to increased profits.

false

ISO 9000 standards represent an international consensus of what constitutes effective personnel management.

false, ISO 9000 represents effective quality management

Performance control is the systematic process through which managers regulate organizational activities to meet planned goals and standards of performance.

false, that is organizational control

According to your text, the biggest obstacle to organizational change is _____.

fear of personal loss

The broad activities of human resource management include _____.

finding the right people

An individual whose personal style is intuitive-feeling is likely to _____, while one whose personal style is sensation-thinking is likely to _____.

focus on general views and broad themes; focus on short-term, realistic goals

Lora is a middle manager and has been tasked with completing performance appraisals for her supervisors. One employee in particular produces very high-quality work in a timely fashion and can always be counted on to help others facing tight deadlines. However, his peers see him as abrasive and difficult to work with. When Lora rates this employee, she gives him uniformly high ratings, even in categories related to interactions with other employees. What type of error has Lora made?

halo effect

Humbert believes that he is in control of his own destiny. If he works hard and keeps on working hard, he will be able to overcome any obstacle he encounters/ Humbert has a _____ locus of control.

high internal

Organizational development focuses on the _____ aspects of an organization.

human and social

According to your text, CEOs are most likely to rate which of the following as important to competitive success?

human capital

A(n) _____ is an organizational program that provides a safe harbor where employees can generate and develop ideas without interference.

idea incubator

Thomas cannot seem to stop himself from making comments about how much he enjoys various sexual activities with women. He most often makes his comments to a particular co-worker, who is very uncomfortable and avoids Thomas as much as possible. What category of sexual harassment does Thomas's behavior best fit?

inappropriate/offensive

The degree to which an employee feels like an esteemed member of a group in which his or her uniqueness is highly appreciated is called _____.

inclusion

Which outcome is most likely to result from building a strong, diverse workforce?

increased quality of team problem solving

The systematic process of gathering and interpreting information about the essential duties, tasks, and responsibilities of a job is called _____.

job analysis

Which statement about leadership is the most accurate?

leadership involves the use of influence to achieve goals

Managers who implement the balanced scorecard should maintain a performance _____ approach.

management

Compensation is most accurately described as _____.

monetary payments and non-monetary rewards

A major advantage of the Six Thinking Hats technique is that _____.

negative views do not overwhelm creativity

A(n) _____ is a unit separate from the rest of the organization that is responsible for developing and initiating a major innovation.

new-venture team

Assuming it is well-implemented, which type of training is considered the fastest and most effective way to facilitate learning in the workplace?

on-the-job training

Teri owns and operates an award-winning bakery and is always looking for new ideas to develop. She uses social media to ask her customers what new products and services they would like to see. Teri is using _____.

open innovation

Moira loves her job as a coder and is very good at it. She is very much viewed as an up-and-coming star in her company. Moira has been offered a promotion to a position that would make her the head of a team of coders and require her to spend a significant proportion of her time managing employees rather than coding. Moira is not interested in management and turns down the promotion. Moira is best described as _____.

opting-out

Gregg, age 28, sees himself as a cog in the wheel of his company. He doesn't trust his immediate manager, and he certainly doesn't trust top management. Gregg does his job and frankly does it well, but he does what is asked and not one bit more. He knows his company views him as replaceable and returns that view. He knows he could find a similar job with a similar salary without any trouble. Gregg appears to have low levels of _____.

organizational commitment

The cognitive process that people use to make sense out of the environment by selecting, organizing, and interpreting information from the environment is called _____.

perception

Benita works in the finance department and is reviewing the company's capital budget. What is she looking at?

planned investments in major assets

An organization that accommodates several subcultures is practicing _____.

pluralism

Which approach to total quality management involves a group of 6 to 12 volunteer employees who meet regularly to discuss and solve problems that affect the quality of their work.

quality circles

In which total quality management approach do quality control personnel work alongside others within a functional area to identify opportunities for quality improvements throughout the work process?

quality partnering

Under the "new" social contract, employees _____.

receive incentive-based compensation

According to your text, today, when managers think about diversity, they _____.

recognize diversity allows their companies to compete globally

In which stage of organizational development do individuals acquire new attitudes or values and get rewarded for them by the organization?

refreezing

The ability to connect to others, respond to the emotions of others, and influence others

relationship management

Which statement about so-called religious freedom acts is the most accurate?

religious freedom acts allow certain businesses to refuse to serve gay people based on personal faith

You have recently been promoted to General Manager at Creekview Lodge, a 50 room hotel in Gatlinburg, Tennessee. You started working at the lodge in high school in the restaurant and after college, returned to Creekview as one of the assistant managers before being promoted to hotel manager. Recently, a 200-room hotel opened not far from Creekview Lodge, and although Creekview still maintains near 100% capacity there has been quite a bit of turnover. More than ten employees left to work for the larger hotel which boasted higher pay and better health insurance. You were informed this morning by the front desk team that the latest customer survey results show a drop in the satisfaction rating for guest room cleanliness. The current report indicates that 73% of guests responded "completely satisfied", 12% responded "satisfied", 10% responded "neither satisfied nor unsatisfied", and 5% responded "unsatisfied." The housek

review the standards of performance and compare to current performance

Hierarchical control is to _____ as decentralized control is to _____.

rules; values

What is the most beneficial individual stress management competency?

seek and destroy sources of sources of stress

The large-group model of organizational development _____.

seeks information from the organization and the environment

The term _____ refers to being cognizant of the internal aspects of one's nature, such as personality traits, beliefs, emotions, and perceptions, and appreciating how your patterns affect other people.

self-awareness

The term _____ refers to an individual's strong belief that he or she can accomplish a specific task or outcome successfully.

self-efficacy

Like most people, Mark likes getting credit for a job well-done. Even in a group project, he is always sure to point out all of the hard work he, personally, put in. However, even in a solo project, when things do not go well, he finds someone or something else to blame. Mark appears to be engaging in _____.

self-serving bias

The 1963 Equal Pay Act prohibits differences in pay for substantially equal work based on _____.

sex

Effective leaders tend to be _____.

sociable

The ability to understand others and practice empathy is called _____.

social awareness

Employee affinity groups are based on _____.

social identity

The horizontal linkage model is particularly useful when _____ is critical.

speed

Rigid, exaggerated, irrational beliefs associated with a particular group of people are called _____.

stereotypes

James, a human resource manager, is preparing materials for an upcoming series of interviews, and has created a set of standardized questions that will be asked of every applicant. What kind of interview will be held?

structured

As a leader, Robin has both high concern for people and high concern for production. Her leadership style is best termed _____ Management.

team

Technologies that wirelessly transmit data from remote sensors and GPS devices to computers for analysis are collectively referred to as _____.

telematics

Imagine That Toys moved forward using a differentiation strategy and created the adaptive learning RoboDog. Sales for RoboDog were high last holiday season and the popularity of adaptive learning toys continues to rise. There is surprisingly little competition from new companies and the two current competitors that make adaptive learning toys have only made small improvements to existing products. Imagine That, focused on the upcoming holiday season, has added RoboCat and RoboDino to its adaptive learning product line. Imagine That has ramped up production to meet anticipated holiday demand. Alex Jorgenson, the purchasing manager, approaches you about a potential problem with a supplier. "I contacted Verotech to purchase additional microchips for our next production batch and they informed me that the price on the microchips increased—by more than double," he tells you. "What should I do? I'm not sure we have enoug

tell Alex to place the order. Imagine That cannot afford to halt production this close to the holiday season. Imagine That can work on finding a new supplier after the holiday rush. In the meantime, Imagine That will maintain its profits by raising the price of RoboDog, RoboCat, and RoboDino and essentially passing the microchip price increase on to the consumer. The price increase will be minimal thanks to Imagine That's large scale production and the consumer won't even notice

In Hersey and Blanchard's Situational Model of Leadership, which type of leader provides specific instructions and closely supervises performance?

telling

Leslie is a bit on the judgmental side and when a co-worker doesn't do as well on a project as Leslie thinks they should, Leslie invariably blames them. For example, when Neal was late completing a report, Leslie blamed him, saying he was lazy and not particularly good at his job. In fact, Neal had done an excellent job on the report but a number of people who were supposed to get information to him were late in doing so. What has Leslie committed?

the fundamental attribution error

In Hersey and Blanchard's Situational Model of Leadership, the appropriate leader style depends on _____.

the readiness of the followers

Burnout is to _____ stress as getting fired up is to _____ stress.

threat; challenge

Open book management _____.

ties employee rewards to the company's overall success

What type of leaders are distinguished by their special ability to bring about innovation and change by recognizing followers' needs and concerns?

transformational

Relying solely on financial measures can result in dysfunctional business operations.

true

In which stage of organizational development do people become aware of problems?

unfreezing

Which question may appropriately be asked of a job applicant?

what is your full name?

Under what circumstances is negotiation a particularly useful strategy in creating change?

when a group has power over implementation or a group will lose out in the change

The model of emotions proposed in your text suggests that individuals experience negative emotions _____.

when frustrated in trying to achieve a goal

Force-field analysis suggests that _____.

when restraining forces are removed, driving forces will produce change

Under what circumstances is participation a particularly useful strategy in creating change?

when users need to feel involved or have the power to resist

Fiedler's Contingency Theory focuses on _____.

whether the situation is favorable or unfavorable to the leader

In a decentralized system, managers regard employees as _____.

willing to perform

Which statement about women's leadership is most accurate?

women are rated higher than men at driving for results