MGMT 351

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a small raft on a raging river

The​ white-water rapid metaphor of organizational change would best be described as​ ________.

if​ it's wasted, it can never be replaced.

Time is a unique resource​ because:

Policy

We promote individuals from within the​ organization, whenever possible.

Give credit for​ others' contributions.

What are successful change agents likely to​ do?

trust

What does honesty with team members​ build?

To oversee the work of other people so organizational goals can be accomplished

What is considered a​ manager's primary​ responsibility?

Management is universally needed in all organizations.

What is the value of studying management even if you plan to pursue a career that requires a professional certification such as a​ CPA, doctor, or​ attorney?

Seek out something to change

When Kedma described how to be a change​ agent, she listed several items that are important. Which of the following is NOT one of the items she listed for being an effective change​ agent?

self-serving

When Nikki passes the first management quiz with flying​ colors, she credits her dedication and intellect. When she fails the first​ test, she blames it on a poorly worded test. This is an example of the​ ________ bias.

Show the employee what he or she is doing wrong.

When an employee does a poor job of prioritizing​ work, what can the manager​ do?

Analyzing alternatives

When the CH2MHill representative discussed the problem and his suggested solution with his​ colleagues, he received negative feedback. This process was part of which​ decision-making step?

The control function involves monitoring and evaluating performance to ensure goals are met and work is done as it should be.

Fayol identified the management functions as​ planning, organizing,​ commanding, coordinating, and controlling. Which of the following accurately describes the control​ function?

uncertainty

Gavina Gourmet Coffee uses data because it wants to avoid what the chapter refers to as​ ________, which keeps a decision maker from making even reasonable estimates regarding an outcome.

design thinking style

Gavina Gourmet​ Coffee's preference for talking a lot and then​ "getting behind​ someone's idea by following and​ support" approach to decision making is an example of a​ ________.

tolerating risk

Gerry​ Caron, iRobot's Director of Product​ Management, states that innovation​ "often comes from looking at other technologies to see what can put in our​ products." ________________ is an example of one of the innovative organization characteristics.

168

How many hours does everyone have available to them in one​ week?

Engage others in choosing action steps by helping them assume the role of customer.

How should you go about helping others to feel an emotional attachment to the plan for change

sunk costs error

If Gavina Gourmet​ Coffee's Don Francisco brand had a poor market introduction and lost significant money and the company then decided to put substantially more money into this​ brand, this would be an example of the​ ________.

model the change

In order to get employees to​ change, the manager must​ _____.

nonprogrammed decision

A clerk at a department store cannot issue a refund for a customer unless the customer produces a store receipt. The customer informs the clerk that he never received a receipt in the first place. The clerk escalates the issue to a manager for resolution. The​ manager's resolution is an example of a​ ________.

organizational development

A manager implementing a survey to gather feedback about employee attitudes towards the launch of a new technology or system at work is an example of​ ________.

rational decision making

A manager who is fully​ informed, completely​ logical, and makes choices that are intended to maximize value is utilizing

agent

A person who acts as a catalyst and assumes the responsibility for managing the change process is a change​ _____.

Interpersonal

According to Mike​ Paddock, CH2MHill's Senior Project​ Manager, it is more difficult to manage remotely with electronic communications. Which managerial skill is Paddock concerned​ about?

Interpersonal

According to​ Zane, it was difficult for him to empower his employees and not​ micromanage; however, he realized that being responsive to his​ employees' needs—allowing them to work independently—made them happier and more responsive to customers. Which managerial skill does this primarily​ illustrate?

Confirmation bias

After interviewing individuals for an opening in his marketing research​ firm, Craig hired the first​ candidate, who happened to be a graduate of an elite Ivy League school. He was pretty excited to have landed such a​ "catch!" However, after one month on the​ job, this individual has alienated every other team member with​ his, putting it​ nicely, lack of interpersonal skills. Looking back at this​ individual's application, Craig notices something he had overlooked beforelong dash—a reference letter from one of this​ individual's upper-level professors who noted​ xxxx's significant weaknesses in working effectively with his group on a required class team project. The professor said very​ pointedly, "While xxxx is extremely​ intelligent, he was unable to get along with his team members. . .​ ." What​ decision-making bias is Craig guilty​ of?

having the same cost structure as the main organization

All of the following are characteristic of a skunk works group EXCEPT​ ________.

focusing on means rather than ends

All of the following are techniques that managers can use to foster innovation EXCEPT​ ________.

when the decision must be made quickly.

An autocratic style of decision making is more​ appropriate:

role overload

An employee complains to​ you, as his​ manager, that he is highly stressed due to unreasonable expectations of the amount of work he must accomplish in his 8 hours of work time per day. This would best be described as​ ________.

education and communication

An employer launching a Facebook campaign to engage employees and inform them of organizational change initiatives is an example of​ ________.

Rule

Any hourly employee who is more than five minutes late to their shift for three shifts in a row will have their weekly pay reduced by one​ hour's wage.

robots replacing managers

Managers play a crucial role in identifying and responding to all of the following organizational challenges except​ ________.

Communications

Mike Paddock says about electronic​ communications, "social and electronic media​ don't capture the emotion of their​ [users'] moods, or misleads the emotions and the moods in that​ communication." As a​ manager, Paddock is considering which aspect of what a manager​ does?

innovation

Nancy​ Dussault-Smith, iRobot's Vice President of Marketing​ Communications, would most likely agree with the following statement from the​ text: "Success in business today demands​ ________."

The availability of big data helps decision​ making, but must be used with caution.

The authors of the text and the CH2MHill representative all comment on the availability of massive amounts of data in the current business environment. How would you best summarize their feelings concerning data and decision​ making?

Policy

The customer always comes first and should always be satisfied.

how to prioritize what needs to get done when.

The most important aspect of good time management is knowing

An idea champion

Based on Gerry​ Caron's, iRobot's Director of Product​ Management, role in​ creating, supporting, and implementing innovative solutions to​ problems, Gerry Caron could be considered which of the​ following?

sunk costs error

Bob does not think he can complete the current project​ he's working on with the resources he has available. The product may also become obsolete by the time it is released due to scheduling delays.​ However, he presses forward because his department has already spent​ $100,000 and 6 months working on the project. This is an example of the​ ________.

creativity

By encouraging employees to help come up with innovative solutions to their project​ problems, iRobot has created an organizational culture that nurtures​ __________.

Bounded rationality

CH2MHill ended up with a​ compromise; it scaled back on the targeted Regional section and added more global information on the homepage. What does this type of decision most likely​ indicate?

stress

Coastal Connecticut was hit hard by Hurricane​ Irene, which damaged a lot of property. The East Haven Fire Department was dealing with area residents at a time when they were experiencing​ ________.

Framing bias

Considering that it costs 9.4 cents to make one​ nickel, the U.S. Mint is looking at different metals and alloys to bring down the production cost. The team that is analyzing and making recommendations on this has been criticized because it was focused only on production costs and not looking at how this would affect industries where coins are the only means of monetary exchange​ (think jukeboxes and other​ coin-operated machines). What​ decision-making bias is this team guilty​ of?

stress

Dionne just learned that her company will be announcing layoffs at the end of the month. She is completely overwhelmed by the news because she​ doesn't know how​ she'll meet her financial obligations if she gets laid off. Dionne is experiencing​ ________.

employee counseling

East Haven Emergency Management Director and Fire Chief Doug Jackson stated that all employees have access to the EAP​ (employee assistance​ program), which is a peer process available to assist all employees on various issues. The EAP is an example of​ ________.

ambiguity

East Haven Fire Department members were working hard to take care of East Haven area​ residents, even while some were uncertain about the status of their own families. This is an example of role​ ________.

fear

Kedma Ough equates managing change with managing​ _____.

set a good example.

One way to assure that employees also use good time management​ is:

use a​ to-do list.

One way to help deal with time management is​ to:

​consistent, high-quality communication is essential for survival

Paddock stated that​ "email is​ documentation, it's not​ communication." This shows that Paddock understands that

Communication

Paddock​ says: "You want to​ communicate, you talk to a person . . . . nonverbal communication is so​ important, and I think​ it's one of the skills that needs to be reinforced more and more in this electronic​ age." Which managerial skill does this​ illustrate?

Rule

Part of being a good decision​ maker, especially in a work​ setting, is knowing when​ it's appropriate to use​ (or create) a​ policy, a​ procedure, or a rule. If you aspire to be a better decision​ maker, you need to learn what each of these​ is, how they​ differ, and when​ they're needed.

Anchoring bias

Paulo is in charge of the food service at Hello Hotels. He has been asked by upper management to​ "do what it​ takes" to increase revenue from the hotel room minibars. He does an initial​ one-week survey gathering data on what guests consumed from the hotel room minibars. He repeats the survey the next month and the next month and gets conflicting results.​ However, despite these mixed​ results, he​ decides, based on the initial survey​ results, that what​ they've been doing is the best approach and​ doesn't change a thing. What decision bias is he​ exhibiting?

straightforward, familiar, and easily defined

Structured problems are​

Overconfidence bias

Sandra is the national customer service manager for McKing Burgers.​ In-store sales for the national chain have been declining and a recent analysis of data showed that one in five customer complaints were related to employee friendliness​ (really, lack of​ friendliness) issues. Sandra knows that she has to make some decisions to address this problem. At her previous job Sandra was national customer service manager for a large health care​ organization, so she is convinced this will be an easy problem to tackle. After​ all, she's been working in customer service for over 15 years. What bias is likely to affect​ Sandra's decision​ making?

variety

The 3Vs of big data are​ volume, velocity, and

identifying the problem

The CH2MHill representative says that he noticed that there were only 200 visitors to the China Regional​ page, and that there seemed to be little value to that page. This is an example of​

interpersonal demands

The East Haven Fire Department members rely on one another to deal with events and situations in the area. The members were​ "never alone in any one​ situation." This is an example of how to reduce​ ________.

constraint

The East Haven Fire Department members worked​ 24-hour shifts during Hurricane Irene to deal with the devastation from this natural disaster. Hurricane Irene can be considered a​ ________.

​evidence-based management

The Gavina family uses external data and facts to inform their marketing decisions at Gavina Gourmet Coffee. For​ managers, this is one important element of​ what's called​ ________.

Design thinking

The representative of CH2MHill mentions that in many cases making a decision based on a balance of intuition and data analysis is best. What does this statement most likely​ illustrate?

Procedure

When turning in an expense​ report: attach original documentation for each​ expense; personally sign and date the​ report; give the report and attached documentation to your manager to​ review; after​ reviewing, your manager will either ask for more supporting information or sign the​ report; once your manager has approved and signed the​ report, submit all materials to Accounts Payable.

​Large, profitable,​ well-established companies

Which of the following are most vulnerable to disruptive​ innovation?

A large ship crossing a calm sea

Which of the following best illustrates the calm waters metaphor of the organizational change​ process?

Change in the composition of the workforce

Which of the following is NOT an example of an external force for​ change?

being decisive

Which of the following is a characteristic of a good decision​ maker?

They may feel that​ they're a part of a community and something bigger than themselves.

Which of the following is a potential outcome of including team members in​ decisions?

The quality of the relationship between an employee and a direct supervisor

Which of the following is considered the most important variable in employee productivity and loyalty within an​ organization?

An important characteristic of a good decision maker is being objective.

Which of the following is​ true?

Good decision making is a learned skill.

Which of the following statements about effective decision making is​ true?

Taking​ risks, exploring new​ territories, and trying new methods are innovative tactics that management can use to be more successful in the marketplace.

Which of the following statements about the changing nature of management in​ today's marketplace is most likely​ true?

Identifying the problem

Which of the following tasks must be completed first as you begin the​ decision-making process?

Structure

Which of the following types of organizational change encompasses modifications in variables such as reporting​ relationships, coordination​ mechanisms, or job​ redesign?

Effectiveness and efficiency go hand in​ hand, and a good manager accomplishes both.

Which statement BEST explains how managerial job performance should be​ evaluated?

Studying management is important because by learning management​ theory, one will be able to apply these concepts in a variety of​ situations, to maximize​ efficiency, productivity, employee​ satisfaction, and personal success.

Which statement about studying management is most likely​ true?

Many traditional nonmanagerial jobs now include managerial activities.

Which statement best explains why it is difficult to differentiate between managerial and nonmanagerial​ employees?

Participation

Which technique to reduce resistance to change involves bringing those individuals directly affected by the proposed change into the​ decision-making process?

Outside consultant

Who is most likely to initiate a drastic organizational​ change?

Complete the assignment and inform others that there will be a delay in implementing the change plan.

You have a plan to improve customer service that you want to implement immediately. Your manager praises you for your​ initiative; however, she asks you to think carefully about how to execute the plan. You have worked with others to prepare a strategy for implementing the plan for change over a​ 6-month period.​ But, a senior manager has given you an assignment that is due within three months. What do you​ do?

Clearly explain your vision for making change.

You have a plan to improve customer service that you want to implement immediately. Your manager praises you for your​ initiative; however, she asks you to think carefully about how to execute the plan. ​What's the first thing you need to​ do?

Make a list of what needs to be done by when

You have a​ 20-page paper due the week before final exams. Your professor has given you explicit information on what is expected. Unlike previous​ semesters, you want to be on top of things and not be scrambling the night before the paper is due to get it done. ​What's the first thing you need to​ do?

Study for the test

You have a​ 20-page paper due the week before final exams. Your professor has given you explicit information on what is expected. Unlike previous​ semesters, you want to be on top of things and not be scrambling the night before the paper is due to get it done. ​You've made your​ to-do list with tasks and deadline dates.​ But, one of your other professors in a different class just rescheduled a test you really need to study forlong dash—​it's extremely important to keep your grade in this course.​ Yet, you had planned to finish up the first draft of your paper during the time​ you'd need to study. What do you​ do?

Identifying decision criteria

You have decided​ it's time for a new car and make a list of what you want in a new​ car, such as fuel​ efficiency, seating​ capacity, and cargo area. Which step of the​ decision-making process are you​ in?

Availability bias

You're out with a bunch of friends at a local restaurant. One​ friend, who just got a speeding ticket on the way to the​ restaurant, states that the police officers are just looking for those who drive red cars. You and your friends agree that drivers of red cars receive more speeding tickets since this friend who made the statement actually drives a red car and frequently receives speeding tickets. What bias does this​ represent?

satisficing

You​ aren't looking for the​ "sharpest needle in the​ haystack"; you only want one that is sharp enough to sew with. This is an example of​ ________.

Managing in a sustainable manner

Zane mentions that he has begun to use solar panels and green technology in his building. What does this action best​ illustrate?

​consistent, high-quality customer service is essential for survival

Zane mentions that many of his competitors fail because they think​ they're in the​ "selling stuff" business not the​ "customer service" business. This shows that Zane understands that

Social aspects of the business

Zane says this about his​ business: ". . . the community is really the reason that​ we've had this success . . . So I support all the nonprofit organizations that come in . .​ .". As a​ manager, Zane is considering which aspects of a sustainable​ business?

Innovation

Zane​ says: ". . .​ I'm a​ long-term guy, I look at the opportunities that present themselves not in a​ 60-day or​ 6-month opportunity, but in a​ 6-year or​ 20-year opportunity." One of the ways he does this is by supplying bicycles to companies such as American​ Express, which give the bikes as rewards to customers. Which managerial skill does this example​ illustrate?

​design-thinking

iRobot builds improved home robots and customers Beta test its new products in their homes. This is an example of approaching innovation with​ a(n) __________ mentality.

Motivating employees to improve communication.

​CH2MHill's Senior Project Manager Mike Paddock relayed how cubicle walls were removed so employees in different disciplines would communicate with each other. What does this action best​ illustrate?

are not something a manager needs to look at every day.

​Long-term goals:

Managers are recognizing that delivering​ consistent, high-quality customer service is essential for survival and success in​ today's competitive environment and that employees are an important part of that equation.

​Today's marketplace is very fluid with an increase in competition and customers who are more discerning and better informed. How has management changed in​ response?

Creativity

​________ refers to the ability to combine ideas in a unique way or to make unusual associations between ideas.


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