Management Chapter 2

Gary Hamel believes that identifying and challenging debilitating core beliefs that people have about an organization can be helpful in improving management A. rewards. B. innovation. C. restructuring. D. planning. E. motivation.

innovation

Marcus works on an assembly line for a U.S. automobile manufacturer. He would be considered a(n) ______ of this system. A. participant B. feedback mechanism C. input D. transformation process E. output

input

Managers at Montaigne Prefecture Glass needed to take some important steps to get out ahead of the growing competition. Recently, new talent had been hired, the training and development budget had been doubled, and cross-functional teams were added to improve information flow. It appears that Montaigne is attempting to become a ______ organization. A. closed system B. Theory Y C. contingency D. learning E. virtual

learning

Organizations that actively create, acquire, and transfer knowledge within themselves and are able to modify their behavior to reflect this new knowledge are called __________ organizations. A. Hawthorne B. information C. Theory Y D. TQM E. learning

learning

Travis, an accounting manager at a hospital equipment company, has just attended software training where he learned new processes that could benefit his staff. On the plane home he began planning how he would train everyone in order to help the department reach its goals. Travis's approach is most characteristic of what type of organization? A. A bureaucratic organization. B. An operations research organization. C. A systems organization. D. A management science organization. E. A learning organization.

learning

A(n) _______ system continually interacts with its environment. A. networked B. integrated C. active D. open E. porous

open

Curran Investments has had a very profitable year in its business of providing financial advice. The profit would be considered a(n) ______ of the system. A. by-product B. input C. transformational process D. output E. feedback loop

output

The fact that employees often have no control over work process design limits their ability to achieve zero defects, or A. quality control. B. continuous improvement. C. reengineering. D. quality assurance. E. total quality management.

quality assurance

Statistical sampling to locate errors by testing just some of the items in a particular production run is a ______ technique. A. quality control B. continuous improvement C. reengineering D. quality assurance E. total quality management

quality control

The strategy for minimizing errors by managing each stage of production is called A. TQM. B. six sigma. C. quality assurance. D. zero defects. E. quality control.

quality control

Applying techniques like statistics and computer simulations to management are characteristic of the ______ viewpoint. A. classical B. behavioral C. managerial D. quantitative E. contingency

quantitative

The essence of the classical viewpoint is that A. resources are limited. B. a rational approach can be used to boost productivity. C. people are self-interested. D. people will take on responsibility if it is offered to them. E. workers behave how you expect them to

rational approach can be used to boost productivity

According to Deming, quality stemmed from a steady focus on the organization's mission and A. a reduction in production variation. B. Theory Y management. C. operations research. D. the Hawthorne effect. E. complexity theory.

reduction in production variation

Classical, behavioral, and quantitative viewpoints about management are collectively referred to as the ________ perspective. A. historical B. scientific C. operations D. contemporary E. systems

HISTORICAL

Which of the following is not a part of Frederick Taylors's work in scientific management? A. Elimination of soldiering B. Motion studies C. Differential rate system D. Hierarchy of human needs E. Raising productivity

Hierarchy of human needs

Matt has developed a mathematical model for the film distribution company that employs him. The model will help in determining release dates and the desirable number of screens for new movies. This model is an application of A. scientific management. B. behavioral science. C. management science. D. contingency management. E. administrative management.

Management scicence

The tools of ______ are useful for UPS and FedEx in deciding how many employees and aircraft should be scheduled during the month of December. A. scientific management B. soldiering C. management science D. the Hawthorne studies E. efficiency management

Management science

______ focuses on using mathematics to aid in problem solving and decision making. A. Management science B. Behavioral science C. TQM D. Scientific management E. Administrative management

Management science

The comprehensive approach dedicated to continuous quality improvement, training, and customer satisfaction is known as A. quality rating. B. quality assurance. C. reengineering. D. quality control. E. total quality management.

total quality management

David is an architect, and the steps he takes in designing and drawing commercial buildings would be considered which part of his organization's system? A. an input B. feedback C. an output D. an affirmation E. a transformation process

transformation process

Which of the following is not a component of TQM? A. Use accurate standards to identify and eliminate problems. B. Urge employees to strive for "zero defects." C. Make continuous improvement a priority. D. Get every employee involved. E. Listen to and learn from customers and employees

urge employees to strive for "zero defects"

Deming proposed that when something goes wrong, chances are __________ that the system is at fault, and __________ that the individual worker is at fault. A. 15%; 85% B. 35%; 65% C. 50%; 50% D. 65%; 35% E. 85%; 15%

85% ; 15 %

__________ was concerned with managing the total organization and was pioneered by Fayol and Weber. A. Administrative management B. Operations management C. Management science D. Scientific management E. Contemporary management

Administrative management

Which of the following viewpoints emphasized the importance of understanding human actions and of motivating employees toward achievement? A. Qualitative viewpoint B. Behavioral viewpoint C. Classical viewpoint D. Contingency viewpoint E. Management science viewpoint

Behavioral viewpoint

Scientific and administrative management are part of the ________ viewpoint. A. behavioral B. contingency C. classical D. quantitative E. quality

CLASSICAL

Which of the following was a positive feature of bureaucracy, according to Max Weber? A. Generalists in the workplace. B. A flat organization with little hierarchy of authority. C. Hiring and promotion based on social status. D. Clear division of labor. E. Flexible rules and procedures.

Clear division of labor

Of the following, which is one of the functions of management described by Fayol? A. Accommodating B. Coordinating C. Arbitrating D. Collaborating E. Tasking

Coordinating

"True is better than new" is one of the truths of A. scientific management. B. the human relations movement. C. operations management. D. evidence-based management. E. management science.

EVIDENCE BASED MANAGEMENT

_____ management means translating principles based on best evidence into organizational practice, bringing rationality to the decision-making process. A. Total quality B. Operations C. Administrative D. Evidence-based E. Scientific

EVIDENCE BASED MANAGEMENT

Administrative management is most concerned with the jobs of individuals.

FALSE

An important source of information about quality in total quality management is competitors.

FALSE

An information organization has three parts: creating and acquiring knowledge, transferring knowledge, and modifying behavior.

FALSE

As part of the scientific management viewpoint, Taylor suggested paying all employees doing the same job the same wage.

FALSE

Because of radical changes to modern business practice, theoretical perspectives of management provide a historical context but unfortunately do not enhance understanding of the present.

FALSE

Behavioral science research has shown that competition is superior to cooperation in promoting achievement and productivity.

FALSE

Douglas McGregor was one of the pioneers of early behaviorism.

FALSE

Evidence-based management means translating principles from promising new theories into organizational practice.

FALSE

Facilities management is concerned with work scheduling, productions planning, and optimal levels of inventory.

FALSE

Fast-food companies including McDonald's have used job specialization, and time and motion studies to increase productivity. This reflects the important contributions of the quantitative viewpoint of management.

FALSE

For a jewelry designer, gold and silver rings, earrings, and bracelets are considered system inputs.

FALSE

Frank and Lillian Gilbreth were chief proponents of administrative management.

FALSE

In a closed system, an organization's outputs are recycled to become inputs.

FALSE

Jaclyn is a manager who keeps a tight rein on her staff since she thinks they would not work without supervision. She doubts their commitment to the company and even to their own development. She is a Theory Y manager.

FALSE

Motivating employees toward achievement is a focus of the classical viewpoint of management.

FALSE

One of the problems with the classical viewpoint is that its principles are too focused on human needs rather than on organizational ones.

FALSE

One reason for the success of the Tommy Hilfiger clothing brand in the 1990s was maintaining a closed system with respect to young consumers' feedback by conducting research in music clubs.

FALSE

Quality control focuses on the performance of workers, urging employees to strive for "zero defects."

FALSE

The Hawthorne studies have been criticized for poor design and a lack of empirical data to support the conclusions, so the findings cannot be applied to modern management.

FALSE

The behavioral science approach to management has its roots in techniques created for American and British military personnel and equipment in World War II.

FALSE

The central assumption in classical management is that people are self-interested.

FALSE

The classical viewpoint emphasized ways to manage work more independently.

FALSE

The contemporary perspective of management includes three viewpoints: systems, behavioral, and quantitative.

FALSE

The contingency viewpoint began to develop when managers discovered that a variety of different mathematical models can be applied for problem solving and decision making.

FALSE

The management theory that draws from the disciplines of psychology, sociology, anthropology, and economics is the management science approach.

FALSE

The total ability of a product or service to meet customer needs is known as functionality.

FALSE

The two branches of the classical viewpoint of management are rational and bureaucratic.

FALSE

Under the differential rate system proposed by Frederick Taylor, employees should be paid on the basis of seniority.

FALSE

Camille runs a consulting business that assists in the hiring process, using a team of psychologists to help companies to better understand their specific jobs and the type of employees that are best suited to fill them. Her business relies on the work of which behavioral theory pioneer? A. Hugo Munsterberg B. Douglas McGregor C. Mary Parker Follett D. Frederick Taylor E. Elton Mayo

Hugo Munsterberg

Who was known as "the father of industrial psychology"? A. Hugo Munsterberg B. Mary Parker Follett C. Max Weber D. Elton Mayo E. Frederick Taylor

Hugo Munsterberg

Which of the following is one of the phases in the development of the behavioral viewpoint? A. Human resource management B. Operations management C. Operations research D. Human relations movement E. Administrative management

Human relations movement

Among the recommendations of Mary Parker Follett was that A. motion studies should be made of every job. B. managers should design and control the work process. C. integration should occur in organizations when conflicts arise. D. a competitive environment is most conducive to productivity. E. everyone should understand their roles: managers as order-givers, and employees as order-takers.

Integration should occur in organizations when conflicts arise

Frank and Lillian Gilbreth identified 17 basic units of ______, each of which they called a "therblig" a "therblig." A. time B. distance C. energy D. data E. motion

MOTION

The idea that the work process should be under the control of workers with the relevant knowledge, rather than that of managers, who should act as facilitators, was developed by A. Lillian Gilbreth. B. Mary Parker Follet. C. Max Weber. D. Hugo Munsterberg. E. Elton Mayo.

Mary Parker Follet

Who proposed the hierarchy of human needs as a theory of motivation? A. McGregor B. Weber C. Munsterberg D. Maslow E. Mayo

Maslow

Alyssa works for a large amusement park and is in charge of scheduling the sizable staff, including ride attendants, food service and janitorial employees, and character actors, in an effective manner. This work is typical of A. operations research. B. contingency planning. C. quality management. D. operations management. E. qualitative analysis

Operations management

______ focuses on managing the production and delivery of an organization's products or services more effectively. A. Operations management B. Systems management C. Scientific management D. A learning organization E. Administrative management

Operations management

A good reason for studying theoretical perspectives of management is that it A. provides an understanding of the competitors' strengths. B. eliminates the need for in-depth analysis. C. correctly guides the writing of a mission statement. D. provides clues to the meaning of your managers' decisions. E. acts as an encyclopedia of solutions.

PROVIDES CLUES TO THE MEANING OF YOUR MANAGERS DECISIONS

Which of the following is not one of the principles proposed by Fredrick Taylor to eliminate soldiering? A. Give workers the training and incentives to do the task properly. B. Carefully select workers with the right abilities for the task. C. Study each part of the task scientifically. D. Reward employees equally and consistently. E. Use scientific principles to plan the work methods.

Reward employees equally and consistently

______ emphasized the scientific study of work methods to improve productivity of individual workers. A. Scientific management B. Quantitative science C. TQM D. Management science E. Administrative management

SCIENTIFIC MANAGEMENT

The contemporary perspective includes which of the following viewpoints? A. Behavioral B. Systems C. Quantitative D. Classical E. Rational

SYSTEMS

Fredrick Taylor and the Gilbreths were proponents of which of the following? A. Scientific management and administrative management, respectively B. Management science and human relations management, respectively C. Human relations D. Management science E. Scientific management

Scientific Management

The term learning organization was coined by A. Shewart. B. Deming. C. Juran. D. Senge. E. Mayo.

Senge

Taylor called the tendency for people to deliberately work at less than full capacity A. loafing. B. underachieving. C. underperforming. D. therbliging. E. soldiering.

Soldiering

A "therblig," a term coined by Frank Gilbreth, is a unit of motion in the workplace.

TRUE

A learning organization is one that actively creates, acquires, and transfers knowledge within itself and is able to modify itself to reflect new knowledge.

TRUE

A set of interrelated parts that operate together to achieve a common purpose is called a system.

TRUE

Abraham Maslow and Douglas McGregor were theorists in the human relations movement.

TRUE

Abraham Maslow would say that some human needs must be satisfied before others.

TRUE

According to Harvard psychology professor Ellen Langer, one barrier to flexibility is mindlessness.

TRUE

Among Mary Parker Follett's most important contributions to management was her belief that conflicts within organization should be resolved to mutual satisfaction through a process called integration.

TRUE

Among the functions of a manager in a learning organization are generating and generalizing ideas with impact.

TRUE

Because the human relations movement was considered too simplistic for practical use, it has been superseded by the behavioral science approach to management.

TRUE

Bureaucracy, as conceptualized by Max Weber, was his ideal way to structure an organization.

TRUE

Continuous learning in an organization is more likely to occur in an open system than in a closed one.

TRUE

Deming and Juran were part of the quality-management movement.

TRUE

Feedback is one of the four parts of a system.

TRUE

Gary Hamel, cofounder of the Management Innovation Lab, believes than management innovation can be improved by identifying and sometimes challenging core beliefs that people have about an organization

TRUE

Hugo Munsterberg suggested that psychologists could contribute to industry by studying jobs and determining which people are best suited to specific jobs.

TRUE

Max Weber felt that impersonality was a positive attribute of an organization that would lead to better performance.

TRUE

Motion studies were used to assess and improve efficiency as part of the classical viewpoint.

TRUE

Netflix's business suffered when it failed to use an open system in its decision to introduce a large price increase while simultaneously splitting its DVD mail service from its streaming one.

TRUE

Oscar is a manager of a downtown hotel and is currently considering the pricing of rooms for the upcoming holiday season. He would be wise to use the mathematical tools of management science to help him with this decision.

TRUE

Over the years, Toyota has used a variety of operations management-based "lean management" techniques to sell its cars on the basis of superior quality.

TRUE

Part of evidence-based management is understanding the potential danger in conventional wisdom about management.

TRUE

Peter Drucker was the author of The Practice of Management and has been described as the creator and inventor of modern management.

TRUE

Peter was having a hard time concentrating on work on Friday afternoon. He had friends visiting for the weekend and he kept checking his phone and his Facebook page to solidify his plans. He certainly wasn't working as hard as he could have been, something that scientific management theorist Frederick Taylor would have called "soldiering."

TRUE

Proponents of evidence-based management would say there are few really new ideas.

TRUE

Sales data would be considered feedback in a system.

TRUE

Shanice recently took a management job in the book publishing industry, which is undergoing dramatic change. She should study theoretical perspectives of management to help her predict some of the probable outcomes of this change and help her decide on potential strategy going forward.

TRUE

Studying theoretical perspectives of management can be a source of new ideas.

TRUE

Telecommunication company Cisco Systems abandoned its "management councils" experiment, which had replaced a traditional hierarchical structure, because the councils slowed decision making.

TRUE

The application to management of techniques such as statistics and computer simulations is known as quantitative management.

TRUE

The first person to identify the major functions of management was Henri Fayol.

TRUE

The manager following the contingency viewpoint would ask, "What management method is the best to use under these particular circumstances?"

TRUE

The practice of management is both an art and a science.

TRUE

The quantitative viewpoint on management is part of the historical perspective.

TRUE

he idea that workers become more productive if they think that managers care about their welfare is called the "Hawthorne Effect."

TRUE

Which research, though flawed, drew attention to the idea that managers using good human relations could improve worker productivity? A. Maslow's hierarchy of human needs B. Operations research C. Theory Y D. Fayol's administrative management E. The Hawthorne studies

The Hawthorne studies

Amanda was a tough manager and made it a regular practice to check up on her staff, looking for cheating on timesheets and people coming back late from lunch. Her employees were often dissatisfied with Amanda since she was a(n) ________ manager. A. operations B. Theory X C. soldiering D. Hawthorne E. administrative

Theory X

An optimistic view of workers that envisions them as capable of accepting responsibility and working in a self-directed manner is representative of A. hierarchy of accountability. B. hierarchy of needs. C. Theory X. D. Theory Y. E. self-fulfilling prophecy.

Theory Y

Scott works for an organization that describes itself as a "learning organization." As a manager, which of the following actions is Scott most likely to take while working for this organization? A. Scott encourages his employees to work alone and attempt to fix problems themselves for maximum efficiency. B. Scott likes to promote from within because those folks know how "it has always been done." C. Scott avoids the high costs of training and development since his employees are already familiar with standard procedures. D.Scott puts all of his time into running his part of the organization, and feels that reading trade journals is a big time waster. E. When Scott needs another employee, he deliberately looks for someone who will bring something new to the organization.

When Scott needs another employee, he deliberately looks for someone who will bring something new to the organization

Mindfulness" is characterized by which of the following attributes? A. Acting from a single perspective. B. Automatic behavior. C. Belief in one right way. D. Active engagement. E. Protecting traditional ideas.

active engagement

Which of the following approaches is characteristic of a manager using the contingency viewpoint? A. Purchasing new technology to improve efficiency. B. Simplifying the steps of the work process. C. Using motivational techniques to boost worker productivity. D. Assessing the characteristics of particular situation before deciding what to do. E. Performing a motion study.

assessing the characteristics of a particular situation before deciding what to do

McDonald's ability to deliver food quickly and inexpensively has its roots in which management theory? A. Management science viewpoint B. Behavioral viewpoint C. Mathematical viewpoint D. Systems viewpoint E. Classical viewpoint

classical viewpoint

Both the classical management view and the management science perspective consider an organization to be a(n) ________; as a simplification for analysis this may work, but in reality it would open up the organization to spectacular failure. A. closed system B. neutral system C. porous system D. subsystem E. isolated system

closed

Many technology companies are hesitant to involve customers in the development of their products, since they are trying to protect their latest products and ideas from competitors' attempts to replicate them. This typically results in a fairly ______ system. A. responsive B. closed C. distinctive D. stable E. intelligent

closed

Behavioral science research suggests that ________ doesn't necessarily promote excellence, and actually can make people hostile. A. the Hawthorne effect B. competition C. soldiering D. industrial espionage E. integration

competition

The study of how order and pattern arise from very complicated, apparently chaotic systems is known as A. total quality management. B. complexity theory. C. quality assurance. D. systems analysis. E. transformation process.

complexity theory

Systems, contingency, and quality-management viewpoints are part of the ________ perspective. A. behavioral B. scientific C. historical D. quantitative E. contemporary

contemporary

Over her years as a manager, Rose has had a very diverse group of employees; some were very interested in the financial rewards the company offered while others really would prefer extra time off or even to be recognized at the monthly department meetings. Rose should consider the ______ viewpoint of management in this case. A. behavioral B. systems C. contingency D. variance management E. classical

contingency

The ________ viewpoint emphasizes that a manager's actions should vary according to the situation. A. contingency B. quality-management C. flexible-management D. systems E. scenario

contingency

Which of the following is most likely to help build a learning organization? A. Direct staff to avoid failure at all costs. B. Create chaos to support new-idea generation. C. Restrict training to save expenses and improve the balance sheet. D. Encourage heated debates on every proposed idea. E. Create a psychologically safe environment.

create a psychologically safe enviornment

Melissa runs a residential-cleaning service and has noticed that some of her staff are much more efficient than others and can clean a house in about half the average time. She would like to reward these workers with a higher wage by implementing what would be known by Taylor as a(n) A. sliding scale system. B. incentivized wage system. C. differential rate system. D. productivity wage system. E. merit pay system.

differential rate system

The most significant flaw in the classical viewpoint is that it A. overemphasizes mathematical techniques. B. is impractical in the workplace. C. does not address productivity. D. discounts the importance of human needs. E. does not account for irrational behavior.

discounts importance of human needs

Customers lined up for hours to be among the first to purchase the new iPad. The excitement for the product would be considered ______ in the system. A. an input B. feedback C. an output D. affirmation E. a transformation process

feedback

Joseph Juran defined quality as ________, which meant that a product or service should satisfy a customer's real needs. A. value orientation B. fitness for use C. need fulfillment D. functional capacity E. feature superiority

fitness for use

Behavioral science relies on __________ for developing theories about human behavior that can help managers. A. rules of thumb B. scientific research C. intuition D. simulations E. trial and error

scientific research

Which of the following is a discipline that is part of behavioral science? A. Sociology B. Physics C. Computer science D. Biology E. Law

sociology

Even though the Russian government is inefficient in the way it collects taxes, it is still an example of a(n) A. transformational process. B. environment. C. system. D. output. E. therblig.

system

The ______ viewpoint sees organizations as entities made up of interrelated parts known as inputs, outputs, transformation processes, and feedback. A. classical B. closed loop C. contingency D. quality-management E. systems

systems

To create a learning organization, managers must perform three key functions or roles: build a commitment to learning, work to generate ideas with impact, and A. minimize stress with positive talk. B. be fair to employees. C. stir conflict before implementing new ideas. D. work to generalize ideas with impact. E. work to create chaos to generate new ideas.

work to generalize ideas with impact