Management Exam 1

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human relations view of conflict

Argues that conflict is a natural and inevitable with groups and may contribute positively to the group's performance

A feedback technique in which an employee is appraised by her boss, peers, subordinates, and possibly clients is called a __________ appraisal. A. MBO B. 360-degree C. results D. reciprocal E. BARS

B. 360-degree

Which of the following statements about sexual harassment is true? A. A hostile work environment is characterized by a tangible economic harm. B. A person who feels he or she must acquiesce to a sexual proposition to keep his or her job is facing quid pro quo harassment. C. The organization cannot be sued for sexual harassment as long as its managers did not know about the situation. D. Uninvited hugging or patting someone is not considered sexual harassment. E. Sexual harassment is defined as occurring between members of the opposite sex.

B. A person who feels he or she must acquiesce to a sexual proposition to keep his or her job is facing quid pro quo harassment.

Which of the following is a good suggestion for managers when conducting interviews? A. Ask about the candidate's family to show personal interest. B. After the interview, write a short report with a quantitative score of the candidate's qualifications. C. Do more than half of the talking to make sure you are sharing enough about the company and its culture. D. Ask questions spontaneously to get the most straightforward answers from the candidate. E. The résumé should be used for selection of interview candidates only; ignore it thereafter.

B. After the interview, write a short report with a quantitative score of the candidate's qualifications.

Allie has a degenerative eye disease that is causing her to gradually lose her eyesight. When Allie asked her employer, TrueBlue Fashions, to purchase a low-vision computer for her use at work, she was fired. TrueBlue Fashions has violated the A. Family and Medical Leave Act. B. Americans with Disabilities Act (ADA). C. Occupational Safety and Health Act (OSHA). D. Privacy Act. E. Patient Protection and Affordable Care Act.

B. Americans with Disabilities Act (ADA).

Which of the following statements about background information is FALSE? A. The most prevalent distortion in a résumé is lying about skill sets. B. Applicants with weak credit scores are more likely to be unqualified and dishonest employees. C. Few employers look at the large e-portfolios created by job seekers in an attempt to impress recruiters. D. People sometimes attempt to cover gaps in employment history. E. Many résumés contain factual errors or falsehoods.

B. Applicants with weak credit scores are more likely to be unqualified and dishonest employees.

_______ is the process by which a company compares its performance with that of high-performing organizations. A. Reference innovation B. Benchmarking C. Competitive change D. Continuous improvement E. Radical innovation

B. Benchmarking

__________ is a performance review system in which all employees within a business unit are ranked against one another. A. Standard curve B. Forced ranking C. Unit grading D. Normal distribution E. 360-degree assessment

B. Forced ranking

Which of the following companies is NOT one of the "frightful five" companies that dominate the Internet economy? A. Facebook B. Instagram C. Amazon D. Apple E. Microsoft

B. Instagram

_______ are organizations of employees formed to protect and advance their members' interests by bargaining with management over job-related issues. A. Arbitration boards B. Labor unions C. Safety boards D. Mediation firms E. Right-to-work groups

B. Labor unions

The ______________ enforce(s) procedures whereby employees may vote to have an union and for collective bargaining. A. Fair Labor Standards Act B. National Labor Relations Board C. Civil Rights Acts D. Occupational Safety and Health Department E. Equal Employment Opportunity Commission

B. National Labor Relations Board

Suppose you manage an upscale restaurant in New York City. __________ would involve writing employee schedules and a list of things to do for the chef and other kitchen staff. A. Strategic planning B. Operational planning C. Delegation management D. Human resource management E. Tactical planning

B. Operational planning

_____________ is the set of techniques used for implementing planned change to make people and organizations more effective. A. Corporate transformation B. Organizational development C. Revitalization D. Continuous improvement E. Incremental innovation

B. Organizational development

Billy told his boss, Gwen, that he is going to start training for the upcoming marathon to be healthier and to have more energy for work. When Gwen asked him about his running history, Billy said, "I really have never run before and don't exercise much. I just know I need to do something." Gwen told Billy, "You should start slowly, maybe setting smaller, realistic exercise goals that are achievable." Gwen is helping Billy set a A. single-use plan. B. SMART goal. C. standing plan. D. simplistic goal. E. focal point.

B. SMART goal.

_______ capital is the economic or productive potential of strong, trusting, and cooperative relationships. This type of capital can help you land a job; a national survey of recruiters revealed that 74% had found the highest-quality applicants through employee referrals. A. Relational B. Social C. Personal D. Productivity E. Human

B. Social

Which of the following is NOT a principal reason for transferring an employee? A. The employee's skills are needed in another part of the organization. B. The employee is suspected of illegal behavior. C. Giving employees a new challenge can help to maintain their interest and motivation. D. The employee has personal differences with his or her present boss. E. The transfer offers an opportunity to broaden employee experience.

B. The employee is suspected of illegal behavior.

Compared to internal recruiting, which of the following is true of external recruiting? A. It encourages greater employee loyalty. B. The process is more expensive and takes longer. C. It creates the need for multiple recruitments. D. The pool of talent is more limited. E. The process is cheaper.

B. The process is more expensive and takes longer.

At Toys 4 Tiny Tots, employees know that during the December shopping season they are often required to work different schedules, weekends, and overtime. The December work schedules at Toys 4 Tiny Tots is an example of a(n) ______ change because workers have experienced it in the past. (They experience it every December.) A. reactive B. adaptive C. innovative D. incremental E. radically innovative

B. adaptive

The type of performance appraisal that judges specific, observable aspects of performance like being on time for work is a(n) ______ appraisal. A. MBO B. behavioral C. self- D. objective E. results

B. behavioral

For years, a mathematics professor experienced abusive behavior at a community college where he taught. It began with a group of managers spreading rumors and false accusations that threatened his job. The abuse was emotionally draining and took time and focus away from his job. The professor was the victim of A. reverse discrimination. B. bullying. C. disparate treatment. D. quid pro quo. E. adverse impact.

B. bullying.

The increasing diversity of the American workforce, and the fact that people aged 18-34 are more likely to be living with their parents than with a spouse or partner, are both examples of a(n) ______ force for change. A. market B. demographic C. social and political D. political E. economic

B. demographic

After being referred by a friend, Hasina attended a job interview. She didn't feel it went well, but she was surprised when her friend told her the boss didn't like that Hasina had worn her hijab, a traditional headscarf worn by Muslim women. The boss told a coworker after the interview, "Our customers prefer working with Christians." Hasina is a victim of A. affirmative action. B. discrimination. C. quid pro quo. D. favoritism. E. a hostile work environment.

B. discrimination.

Which of the following factors most reduces an organization's ability to learn from failure? A. employees who like to experiment with multiple solutions B. employees who blame others for failure C. employees with a strong desire to acquire personal wealth D. employees who embrace a learning culture E. employees with a high tolerance for ambiguity

B. employees who blame others for failure

Which of the following is NOT one of the soft skills employers often find lacking in many Millennial applicants? A. professional appearance B. familiarity with social media C. manners D. punctuality E. ability to communicate

B. familiarity with social media

Cody was surprised to learn that not everyone would receive a bonus this year. Instead, management planned to rank all of the employees in Cody's division and award bonuses only to the top 20% in terms of sales. Cody's company is using a(n) ______ performance review system. A. unit grading B. forced ranking C. functional positioning D. normal distribution E. standard curve

B. forced ranking

Which of the following is not one of the primary uses of OD? A. adapting to a merger B. improving recruitment C. managing conflict D. revitalizing an organization E. adapting to an acquisition

B. improving recruitment

Which of the following is not a supertrend shaping the future of business? A. more niche products B. information becoming a competitive advantage C. traditional companies struggling with radically innovative change D. offshore suppliers affecting U.S. business E. faster speed-to-market

B. information becoming a competitive advantage

Northstar Insurance is about to begin using a program that will change the way its adjusters settle insurance claims. Adjusters will be able to complete an adjustment and issue a check right at the scene of the accident. Although employees are uncertain that the new system will work, other insurance agencies have been successful with this approach. At Northstar Insurance, the new program represents ________ change. A. motivated B. innovative C. adaptive D. radically innovative E. refusal to

B. innovative

Sparkling Clean, Inc. is considering implementing a system that will pay its cleaning workers based on the number of completed residential jobs, coupled with satisfactory ratings on random inspections to ensure quality. This system is new to the organization, and it is an example of __________ change. A. adaptive B. innovative C. familiar D. radically innovative E. highly complex

B. innovative

Which of the following is not a leading reason that employees resist change? A. individual predisposition toward change B. lack of personal ethics C. fear of failure D. climate of mistrust E. non-reinforcing reward systems

B. lack of personal ethics

Research suggests that when writing out a plan to achieve your biggest goals, it is important to A. focus on broad rather than specific goals. B. make a concrete plan and break goals into manageable bites. C. make a general plan, which embeds your intentions firmly in your memory. D. keep plans and goals private. E. avoid specific goals because it increases stress.

B. make a concrete plan and break goals into manageable bites.

This month, Alice, the branch manager of Quality Computer Sales, has heard several complaints from customers that Quality employees do not return calls. Today a good customer told Alice that "my phone calls and e-mails are returned after maybe a week or so." Hearing enough, Alice mandated that "all customer phone calls and e-mails must be returned within 24 hours." This new directive by Alice is an example of a(n) A. office order. B. policy. C. norm. D. value. E. ethic.

B. policy.

A managerial innovation that improves the efficiency of a company's cross-functional teams would be considered a ______ innovation. A. product B. process C. core D. transformational E. practical

B. process

A(n) ______ innovation is a change in the way a product or service is conceived, manufactured, or disseminated. A. procedural B. process C. product D. transformational E. adaptive

B. process

A mission statement expresses the A. expected profitability of an organization. B. purpose of an organization. C. code of ethics. D. market for the product. E. types of employees needed.

B. purpose of an organization.

Steve, a hotel general manager, has had great success using MBO. Hannah, his district manager, has found that Steve's employees are highly motivated. Because Steve _________, Hannah is able to discern that he is using MBO. A. has increased training B. rewards his employees with compliments, raises, and other benefits as they meet their goals C. is big on discipline D. gives few compliments, but is very honest with his employees E. uses the Outward Theory that proposes discussing issues in open meetings

B. rewards his employees with compliments, raises, and other benefits as they meet their goals

Which of the following circumstances is unlikely to increase the success of OD? A. consideration of cross-cultural differences B. single intervention C. top management support D. goals geared to short-term results E. goals geared to long-term results

B. single intervention

The upper management of a large national retail grocery store has passed along the new goals of improving customer service to the district managers. At this point, the district managers need to determine how the stores in their district will achieve top management's goal with the given resources during the next 6 to 24 months. The district managers are developing ______ planning. A. working-level B. tactical C. middle-level D. operational E. strategic

B. tactical

In 2011, when automakers began to create new jobs, new union hires were offered about half the pay ($14 an hour) that autoworkers were getting before ($28). This is an example of A. union security clauses. B. two-tier wage contracts. C. cost-of-living adjustments. D. incentives. E. givebacks.

B. two-tier wage contracts.

Using 360-degree feedback appraisals makes it more difficult for managers to A. collect performance information form multiple sources. B. unfairly favor or punish particular employees. C. understand how an employee interacts with clients or customers. D. collect anonymous feedback about an employee. E. use a forced-ranking system.

B. unfairly favor or punish particular employees.

Appliance America's customer complaints have increased because its drivers often get lost when attempting deliveries, which means that the deliveries arrived late. The drivers have resisted using GPS systems, claiming they know their territories. But managers are now encouraging them to look for the best solution to the increased level of customer complaints. Appliance America is in the ________ stage of Lewin's change model. A. changing B. unfreezing C. evaluation D. learning E. refreezing

B. unfreezing

The Whole Foods chain of supermarkets has stated, "With great courage, integrity, and love, we embrace our responsibility to co-create a world where each of us, our communities, and our planet can flourish. All the while, celebrating the sheer love and joy of food." This proclamation is Whole Foods' A. vision statement. B. values statement. C. mission statement. D. corporate slogan. E. company tagline.

B. values statement.

develop the mission

Bennet has been so successful at his Fortune 500 company that he decides to start his own business. What does Bennett need to do first for his strategic planning process?

Which of the following is an example of a rule? A. "We believe that the customer comes first." B. "We are committed to hiring a workforce whose diversity mirrors our customers." C. "An employee who comes to work intoxicated will be terminated immediately." D. "Sexual harassment will not be condoned in this organization." E. "At their discretion, department managers can offer summer working hours to their employees."

C. "An employee who comes to work intoxicated will be terminated immediately."

Which of the following is the best statement of performance feedback? A. "You're always doing personal stuff at work." B. "That's the wrong way to sort those packages." C. "Your last report contained seven errors which I think you could improve." D. "You are really unmotivated at work lately." E. "You've got to figure out how to improve your relationship with Susie."

C. "Your last report contained seven errors which I think you could improve."

One Fortune article states that "vision should describe what's happening to the world you compete in and what you want to do about it" and A. "it should help reduce competition." B. "it should guarantee organizational success" C. "it should guide decisions." D. "it should improve employee morale." E. "it should reduce the glass ceiling."

C. "it should guide decisions."

The planning/control cycle has two planning steps. They are A. (1) research planning, then (2) receive feedback. B. (1) make the plan, then (2) set it aside for a period of time. C. (1) make the plan, then (2) carry out the plan. D. (1) review previous plans, then (2) evaluate plans. E. (1) research planning, then(2) look for ways to cut costs.

C. (1) make the plan, then (2) carry out the plan.

Operational planning must be completed by first-line managers every ____, and tactical planning is done by middle management every A. year; 2 to 10 years. B. 6 to 24 months; 1 to 52 weeks. C. 1 to 52 weeks; 6 to 24 months. D. 1 to 12 weeks; year. E. year, if necessary; 1 to 90 days.

C. 1 to 52 weeks; 6 to 24 months.

A short-term 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. E. 3 years; 10 years.

C. 12 months; 1 to 5 years.

___________ change introduces a new practice to an organization but one that is not new to the industry. A. Proactive B. Adaptive C. Innovative D. Reactive E. Radically innovative

C. Innovative

Suppose a soft-drink company, Loco Cola, is conducting a force-field analysis to determine which forces could facilitate a proposed change (the introduction of a new lemon-lime soda) and which forces could act against it. Which of the following would Loco Cola consider a counterthruster? A. Market research indicates that noncaffeinated, clear (lemon-lime) sodas are increasing in popularity. B. Loco Cola's Facebook pages has more than 3.5 million likes. C. Loco Cola has never been able to gain any significant market share outside of the Midwest. D. In unbiased surveys, college students often say that Loco Cola manufactures their favorite soft drinks. E. Loco Cola is a favorite among the Millennial generation.

C. Loco Cola has never been able to gain any significant market share outside of the Midwest.

____ is 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. A. Observation theory B. MBAO C. MBO D. Strategic planning E. An employee-management agreement

C. MBO

Which of the following helps guarantee nonhazardous working conditions for employees A. Civil Rights Act B. Fair Labor Standards Act C. Occupational Safety and Health Act D. National Labor Relations Board E. Sarbanes-Oxley Act

C. Occupational Safety and Health Act

______ can help workers focus on critical problems, choices, and opportunities. A. Diversity planning B. MBO C. Planning and strategic management D. An effective synergy policy E. A strong value system

C. Planning and strategic management

The Equal Employment Opportunity Commission was established by the _________________ Act. A. Equal Pay B. Wagner C. Title VII of the Civil Rights Act D. Occupational Safety and Health E. Social Security

C. Title VII of the Civil Rights Act

A binding decision may be sought from ________ if a grievance procedure is not sufficient to solve a labor-management dispute. A. a shop steward B. the AFL-CIO C. an arbitrator D. the EEOC E. a mediator

C. an arbitrator

Research on MBO shows that people are impelled to set more difficult goals when A. the goals have a significant impact on profitability. B. employees can avoid personal development. C. both management and subordinates participate. D. the goals emphasize corporate social responsibility. E. ethics are not a consideration.

C. both management and subordinates participate.

Which of the following is NOT a characteristic of a successful incentive pay plan? A. clear and realistic goals B. regular communication with employees about the incentive plan C. complex and comprehensive rules D. simplicity E. consistency with the organization's existing goals

C. complex and comprehensive rules

Alicia, a district manager for a global retailer, is traveling to different stores in her district to discuss with store managers how to increase profitability for the rest of the fiscal year. What is Alicia doing? A. eliminating the planning/control cycle B. avoiding the planning/control cycle C. controlling the direction of the planning/control cycle D. researching the planning/control cycle E. forecasting the planning/control cycle

C. controlling the direction of the planning/control cycle

In which one of the following situations would OD techniques be the most helpful? A. increasing efficiency among employees in a firm B. helping employees from two similar organizations work better together in a strategic alliance C. dealing with employee stress that comes from revitalizing an organization or adapting to a merger D. facilitating discussion of ethical issues in preparing a company's code of ethics E. working with the CEO to determine how to increase profitability

C. dealing with employee stress that comes from revitalizing an organization or adapting to a merger

Which of the following is a typical off-the-job training method? A. coaching B. job rotation C. e-learning D. role-playing E. planned work activities

C. e-learning

Which of the following is the most effective source of new employees? A. private employment agencies B. newspaper and LinkedIn ads C. employee referrals D. college recruiters E. unions

C. employee referrals

When it comes to learning from failure in the innovation process, former Procter & Gamble CEO A. G. Lafley suggests that the key is to A. work within a competent team so that blame is spread around among strong players. B. look for innovation in small increments, so that failure risks are small. C. fail early, fail cheaply, and don't make the same mistake twice. D. develop a tolerance for ambiguity so that failure does not personally upset you. E. avoid it by almost any means necessary because it will irreparably harm your reputation.

C. fail early, fail cheaply, and don't make the same mistake twice.

The three types of dismissals are ______, downsizings, and layoffs. A. outsourcings B. resourcings C. firings D. closings E. transfers

C. firings

Personal Care Products recently introduced a new acai berry shampoo. Rinn, director of new product development, has just reviewed the dismal results. As it appears that his team adequately researched the product's acceptance by consumers prior to its introduction, he is confused by the outcome. But to keep his team open to innovation, Rinn should A. step down as director. B. fire and replace the team lead as an example to others. C. foster an innovative culture and climate that permits experimentation, risk taking, and failure. D. ignore the product failure. E. demote the team leader.

C. foster an innovative culture and climate that permits experimentation, risk taking, and failure.

A(n) ___________ is a report listing your organization's employees by name, education, training, languages, and other important information. A. performance appraisal B. skills record C. human resource inventory D. job analysis E. employee database

C. human resource inventory

Which of the following is not an inside force that indicates organizational change might be needed? A. high turnover B. excessive conflict between managers and employees C. increased competition D. high levels of stress among employees E. job dissatisfaction

C. increased competition

Employees are likely to see an adaptive change as A. highly threatening. B. moderately threatening. C. least threatening. D. significantly complex, costly, and uncertain. E. totally unacceptable.

C. least threatening.

Joan, a new manager, must enforce sales report deadlines, but her team is struggling. She creates a new system to streamline the process and helps everyone understand why the deadlines are important. On which of the following internal forces is Joan trying to have an impact? A. demographic characteristics B. shareholder, customer, and market changes C. manager's behavior D. human resource concerns E. social and political pressures

C. manager's behavior

Elite Coffee and Bakery, a café that offers a relaxing environment to enjoy quality coffees, teas, soups, and other menu items, has a poster in the front of its restaurants that reads, "We will always provide a quality product to help our customers better meet the challenges of their day and always take the time to offer caring service one person at a time." This statement is Elite's A. belief statement. B. goals pact. C. mission statement. D. code of ethics. E. management pledge.

C. mission statement

MBO is consistent with a(n) ______ performance appraisal. A. 360-degree B. subjective C. objective D. BARS E. traits or behaviors

C. objective

The management of Quality Carpet Cleaning finalized the company's action plan for increasing its market share over the next few years. The management then set up a 12-month plan that defines how the organization will conduct its business based on the action plan, including clear sales targets for each week. The second plan is an example of a(n) _____ plan. A. dependent B. strategic C. operating D. facilities E. tactical

C. operating

A(n) _____ change involves introducing a practice that is new to the industry, such as using drones (rather than delivery trucks) to deliver products to customers. A. revolutionary B. adaptive C. radically innovative D. reactive E. innovative

C. radically innovative

Links Cable Network has decided to offer a one-hour appointment window for customers needing installation or repair of its service, which will require the company to have several technicians on call. Links hopes this practice will give it an advantage over the competition, none of which have adopted such a practice. Links Cable Network is introducing a(n) ______ change. A. reactive B. innovative C. radically innovative D. adaptive E. active

C. radically innovative

To ________, Ricco, an HR manager, used reports from the U.S. Bureau of Labor Statistics and the U.S. Census Bureau for information about his industry's labor pool in his geographic area. A. perform a job analysis B. recruit from inside the organization C. recruit from outside the organization D. develop an affirmative action program E. analyze human capital

C. recruit from outside the organization

A ______ is a standing plan that designates specific required action. A. procedure B. industry standard C. rule D. policy E. certified procedure

C. rule

The department chair of the IT department issued a directive that "Absolutely no food or drink are allowed in any computer lab." She issued this directive because several computers and keyboards in the computer labs were recently damaged by spilled drinks and food. This is a(n) ___________ issued by the department chair. A. procedure B. industry standard C. rule D. level of certification E. certified procedure

C. rule

The invention of a machine to make plastic corks for wine bottles has severely affected companies that produce traditional cork. The invention of the machine for making plastic corks is an example of a(n) ______ advancement. A. market B. social and political C. technological D. demographical E. economic

C. technological

According to the systems model of change, which of the following is not an input? A. the organization's mission statement B. the organization's vision statement C. the organization's products or services D. the organization's strategic plan E. an analysis of the organization's readiness for change

C. the organization's products or services

Warby Parker, a manufacturer of fashionable prescription eyewear, notes on its website, "Warby Parker was founded with a rebellious spirit and a loft objective: to offer designer eyewear at a revolutionary price, while leading the way for socially-conscious business." This excerpt from the company's website states Warby Parker's A. code of ethics. B. business plan. C. vision statement. D. expense report. E. marketing plan.

C. vision statement.

Which of the following is not a way to encourage and foster innovation? A. creating an innovation strategy B. supporting innovation with investments of time and money C. withholding raises and promotions when innovation attempts don't work out D. getting commitment from top managers E. obtaining the necessary human resources

C. withholding raises and promotions when innovation attempts don't work out

stability

Carol's Bakery has decided to hold and maintain its present size and not expand into the global market. What type of grand strategy is Carol's Bakery using?

true

Communication is the key factor in determining MBO's success or failure.

big data

Companies using _______ have greater quality and speed of executing their strategies because it helps in developing specific action plans to met objectives

growth

Concentration, backward and forward integration, and related and unrelated diversification are which type of strategy?

false

Contingency plans are alternative plans to be implemented if unpredictable events occur.

monitoring progress and taking corrective action when needed to achieve objectives

Controlling is the process of _______

________________ is the purpose of the strategic human resource process. A. Maintaining a stable workforce for minimum expense B. Informing the grand strategy C. Formulating human resource-sensitive strategic plans D. Getting optimal work performance to help realize the company's mission and vision E. Finding the human resources needed in a timely fashion

D. Getting optimal work performance to help realize the company's mission and vision

____________ includes the activities managers perform to plan for, attract, develop, and retain an effective workforce. A. Personnel development B. Contingency planning C. Job analysis D. Human resource management E. Performance appraisal

D. Human resource management

________ entails job posting, which means placing information about job vacancies and qualifications in places where employees can see them such as on bulletin boards or the company's intranet. A. Job analysis B. Realistic job previewing C. Position advertising D. Internal recruiting E. External recruiting

D. Internal recruiting

What is the final step in the strategic human resource management process? A. Plan future human resources needs. B. Recruit and select people. C. Assess success of the recruitment process. D. Perform appraisals of people. E. Orient, train, and develop people.

D. Perform appraisals of people.

_______ is planning done by middle managers to determine what contributions their departments or similar work units can make with their given resources during the next 6 to 24 months. A. Writing a belief statement B. Developing a goals pact C. Producing a code of ethics D. Tactical planning E. Management pledging

D. Tactical planning

_______ is the primary reason that entrepreneurs create business plans. A. To get financing and reduce competition B. To develop a mentoring plan C. To think through important details and focus on a code of ethics D. To get financing and think through important details E. To develop a code of business and succeed

D. To get financing and think through important details

_____ are subject to validity problems due to evaluator bias. A. Behavioral appraisals B. 360-degree feedback forms C. Objective appraisals D. Trait appraisals E. Personality appraisals

D. Trait appraisals

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. E. a SMART goal.

D. action plan.

Being dismissed "for cause" means that A. an employee has an opportunity to get the position back in the future. B. an employee quit the job. C. the company is downsizing, and the jobs are permanently eliminated. D. an employee is being fired for poor job performance or unacceptable behaviors. E. an employee is being laid off.

D. an employee is being fired for poor job performance or unacceptable behaviors.

Performance appraisal consists of A. rotating job positions. B. setting standards and monitoring performance. C. motivating and counseling. D. assessing performance and providing feedback. E. motivating and monitoring performance.

D. assessing performance and providing feedback.

When utilizing SMART goals or MBO, deadlines can help you keep your eye on the ______ while simultaneously paying attention to ______. A. task at hand; ethical standards B. customer; the employees C. profitability; details you may be missing D. big picture; the necessary details E. profits; employee satisfaction.

D. big picture; the necessary details

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. A. mentoring plan B. code of ethics C. risk statement D. business model E. code of business

D. business model

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 working as objectives ______ through the organization. A. move upward B. move outward into the community C. change significantly D. cascade down E. become less refined and more generalized

D. cascade down

A _______ often puts organizational development into practice. A. transformative consultant B. catalytic consultant C. counselor D. change agent E. training specialist

D. change agent

After Mary's Gifts and Cards surveyed its customers, it discovered that its customers preferred the company's competition more than 70 percent of the time. The most frequently cited reason was customer service. During which stage of Lewin's change model should Mary provide her employees with this information about the problems with customer service? A. stabilizing B. continuous improvement C. unfreezing D. changing E. refreezing

D. changing

The planning/control cycle has two control steps: (1) control the direction by comparing results with the plan and (2) control the direction by taking corrective action in two ways—namely, by A. receiving feedback, and, if needed, making new plans. B. researching ways to plan better and increasing profits. C. increasing organization synergy and diversity. D. correcting deviations in the plan being carried out or improving future plans. E. improving future plans, and, if needed, cutting costs.

D. correcting deviations in the plan being carried out or improving future plans.

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. E. be more likely to understand the competition.

D. deal with uncertain and competitive conditions.

As an OD consultant, Sharon is designing a survey of employee attitudes to be given to workers at SW Emergency Clinic, a provider of emergency-care services in a low-income neighborhood. In collecting this information, Sharon is conducting the ______ stage of OD. A. unfreezing B. intervention C. evaluation D. diagnosis E. refreezing

D. diagnosis

The risk of "wrongful termination" lawsuits is reduced with careful A. coaching. B. training and development. C. discussion at the time of dismissal. D. documentation. E. goal setting.

D. documentation.

The upper-level managers of Synergy Technology are meeting for the week to look at the long-term company goals and overall direction of the organization. The CEO has expressed her concern over the economy and has told her managers to look closely at the environment outside the organization before making decisions and to be future oriented. In this meeting, top managers of Synergy are A. writing a belief statement. B. developing their goals pact. C. producing their code of ethics. D. doing strategic planning. E. doing management pledging.

D. doing strategic planning.

During Lewin's refreezing stage, managers should A. make employees dissatisfied with the present way of doing things. B. give employees the tools for change. C. provide benchmarking results. D. encourage and reinforce the desired change in the employees. E. reduce the barriers to change.

D. encourage and reinforce the desired change in the employees.

A year after she assisted Thomas Engineering in making changes to an employee incentive plan, Kara, an OD consultant, is visiting the company to determine if the changes were helpful. Kara will compare sales and turnover data from the last three years to the current year. Kara is in the ______ stage of the OD process. A. refreezing B. intervention C. diagnosis D. evaluation E. adaptation

D. evaluation

During Lewin's changing stage, managers should A. reduce the barriers to change. B. make employees dissatisfied with the present situation. C. reinforce the desired change. D. give employees new information, perspectives, and models for behavior. E. encourage employees to exhibit the new change.

D. give employees new information, perspectives, and models for behavior.

Management by objectives (MBO) and goal cascading will not work without an effective A. technology component. B. contingency plan. C. bonus-based compensation plan. D. goal-setting process. E. layer of middle management.

D. goal-setting process.

As owner and senior accountant at a tax preparation firm, Mark is changing the work schedule of all employees, including managers and accountants, for the months of March and April, the company's busiest time. He is requiring everyone to work on weekends, just as he has during the tax-preparation season for the last ten years. Mark should expect that his employees will be A. terribly upset and will quit. B. moderately upset but not willing to quit. C. moderately upset and complain. D. hardly upset or not upset at all. E. terribly upset but not quit.

D. hardly upset or not upset at all.

A ______ summarizes what the holder of the job does and how and why he or she does it. For example, this document might state, "In this job, the worker delivers pizzas within a 10-mile radius of the pizzeria, quickly and promptly, while obeying all traffic laws and driving responsibly." A. job analysis B. realistic job preview C. job specification D. job description E. performance appraisal

D. job description

An innovative change involves ______ complexity, cost, and uncertainty. A. no B. minimum C. hidden D. moderate E. extreme

D. moderate

The purpose of MBO is to A. control subordinates. B. control costs. C. control lower-level management. D. motivate subordinates. E. increase market share and develop synergy.

D. motivate subordinates.

As a sales manager, Danyce is conducting performance appraisals for her team members. To do so, she tracks each person's sales calls, amount of sales, and revenues on a quarterly basis. Danyce is using a(n) ______ system of appraisal. A. subjective B. behavioral C. trait D. objective E. 360-degree

D. objective

_____ can be another term used for a goal. A. task B. vision C. business plan D. objective E. norm

D. objective

When Jacqueline interviewed for a position as a computer programmer, she was asked to take a test on a particular programming language. Jacqueline took a(n) ______ test. A. ability B. personality C. aptitude D. performance E. capability

D. performance

To ensure that plans are moving in the right direction, managers can use the A. means-ends chain. B. synergy method. C. efficiency plan. D. planning/control cycle. E. satisficing strategy.

D. planning/control cycle.

The profits of ABC Grocery have dropped significantly over the last several months. After investigating, the owner realizes that many of the store's departments are moving in the wrong direction. The owner realizes that these departments need stronger and closer management, but she also realizes that she has not provided her managers with enough direction regarding her expectations for the store's goals and the employees' performance. This example shows how an organization can progress in the wrong direction as a result of A. little company diversity. B. no focus on JIT. C. no code of ethics. D. poor planning. E. too much employee diversity.

D. poor planning.

A technological innovation that improves the performance and speed of a computer's operating system would be considered a(n) ______ innovation. A. adaptive B. transformational C. personnel D. product E. process

D. product

Paula, the store manager, asked Tom to organize the prize giveaways for the store's grand reopening open house. Tom is organizing a(n) A. program B. agenda C. policy D. project E. development

D. project

________ change is made in response to arising problems or opportunities. BP's response to an explosion on a drilling platform in the Gulf of Mexico is an example of this kind of change. A. radical B. incremental C. proactive D. reactive E. process

D. reactive

In managing employees under an incentive pay plan, a manager should A. set "stretch" goals that are very difficult (perhaps impossible) to achieve. B. set goals with employees, but then leave them alone to pursue those goals. C. change the plan frequently to continue to motivate subordinates. D. regularly communicate with employees about the plan. E. design complex plans that cover all contingencies.

D. regularly communicate with employees about the plan.

_____ are plans developed for activities that are not likely to be repeated in the future, such as plans for programs or projects. A. solo plans B. lone-use proposals C. individual arrangements D. single-use plans E. standing plans

D. single-use plans

Which of the following is an example of a force for change originating outside the organization? A. productivity issues B. conflict management C. structural reorganization D. social and political pressures E. absenteeism

D. social and political pressures

Dave owns several computer repair shops across the Midwest, and he has set a goal for his company of cutting costs in all his locations over the next three years. Dave has set a(n) A. tactical goal. B. management guideline. C. business plan. D. strategic goal. E. operational goal.

D. strategic goal.

With setting SMART goals, you should choose only a few goals on which to focus. These goals should be results-oriented and A. support the company's diversity plan. B. align with the beliefs of the local community. C. keep employees happy. D. support the organization's vision. E. meet low cost goals.

D. support the organization's vision.

The top management of Tasty Foods, a food distribution company, has set strategic goals of increasing organizational market share and also decreasing corporate costs over the next three years. Greg, a division manager for Tasty Foods, has looked at his resources, and he has decided how his division can contribute to the two strategic goals set by upper management: (1) by partnering with another company and (2) by hiring a procurement manager to negotiate lower prices from vendors. Greg's next step is to roll out his ____ to his staff. A. vision statements B. management guidelines C. codes of ethics D. tactical goals E. operational goals

D. tactical goals

A _____ appraisal assesses employees on subjective attributes like attitude or leadership. A. objective B. self- C. behavioral D. trait E. 360-degree

D. trait

"What shall we do about the problem?" is the question that would most likely be asked during the ______ stage of OD. A. changing B. diagnosis C. feedback D. treatment or intervention E. evaluation

D. treatment or intervention

The ___________________ is the part of the labor-management agreement that states that employees who receive union benefits must join the union, or at least pay dues to it. A. givebacks clause B. agency clause C. closed shop clause D. union security clause E. union shop clause

D. union security clause

VRIO is a framework for analyzing a resource or capability to determine its competitive strategic potential by answering four questions. VRIO stands for A. visibility, relativity, illumination, and obscurity. B. vendors, relationships, introductions, and operations. C. volatility, risk, instability, and obstacles. D. value, rarity, imitability, and organization. E. viability, respect, impact, and outreach.

D. value, rarity, imitability, and organization.

Strategic planning should communicate not only general goals about growth and profits but also A. how to pay for them B. ways to increase organizational synergy C. how to increase market share D. ways to achieve them E. methods related to MBO

D. ways to achieve them

The first three steps in planning his organization are (in the correct order) A. strategic planning, creating a mission statement, and creating a vision statement B. operational planning, creating a mission statement, and developing a hiring plan C. strategic planning, operational planning, and preparing a vision statement D. writing a mission statement, creating a vision statement, and strategic planning E. tactical planning, operational planning, and writing a mission statement

D. writing a mission statement, creating a vision statement, and strategic planning

true

Diversification occurs when a corporation goes into related or unrelated lines of products.

Critic role

"devil's advocate" behaviors which challenge the assumptions being made

strategic human resource management process

(1) Establish the mission & vision, (2) Establish the grand strategy, (3) Formulate the strategic plans, (4) Plan human resources needed, (5) Recruit & select people, (6) Orient, train, & develop, and (7) Perform appraisals of people.

Adjourning Activities

- Develop a closure activity to help members determine what they have learned/how they have benefited - Conduct an assessment/evaluation of the past year - Develop transition reports for new executives - Ensure that a plan of recognition is in place; coordinate awards, statements or expressions, or gifts, of appreciation - Encourage out-going officers to assist the in-coming officers with transition - Identify how the organization contributed to the history or tradition of the organisation - Ensure minutes, reports, etc. are stored/maintained - Record contact information for departing/graduating members

Forming Activities

- Develop icebreakers to help members get acquainted - Coordinate a retreat or workshop - Review the mission and purpose with the membership - Identify expectations of members and officers - Share organizational history and tradition with officers - Provide information about institutional policies and procedures - Talk about meeting management, planning programs, and team building with officers - Provide an initial "to-do" list for officers.

Performing Activities

- Ensure the organization and members have a task - Give feedback about what is going well/what can be improved upon for next year - Step back and allow the organization to perform - Encourage organization to apply for awards.

Storming Activities

- Provide mediation resources when needed - Teach confrontation/communication skills - Hold a roundtable discussion on issues - Review the mission statement, purpose, and expectations to redefine the group's action plans - Conduct a group decision-making activity - Discuss/review officer roles - Develop a "rebuilding" team activity - Remind everyone that this stage is a natural part of the formation of the group

Norming Activities

- Schedule a more in-depth team-building activity - Have members design t-shirts, pins, etc. for group identification - Assist in starting a new program to create tradition - Review/establish new goals for the organization - Maintain relationships to avoid reverting back to the storming stage - Encourage organization to apply for awards.

dismissal

-layoffs often temporarily to be recalled -downsizings - permanent dismissal; offering outplacement -firings - for cause; in Texas "employment at will" -termination interview -exit interview - opportunity to discuss issues before departure

What are the five current attributes of high-performing teams?

1) collaboration 2) trust 3) performance goals and feedback 4) mutual accountability and 5) team composition

What are the five task roles?

1) contractor 2) creator 3) contributor 4) completer 5) critic

What are the maintenance roles?

1) cooperator role 2) communicator role 3) calibator role

What are two proven methods to engage people in a debate of new ideas?

1) devil's advocate- using criticism to test idea 2) dialectic method- role-playing two sides of a proposal

What are the two types of teams?

1) formal groups 2) informal groups

Why are norms enforced?

1) help the group to survive 2) clarify role expectations 3) help individuals avoid embarrassing situations 4) emphasize the team's important values and identity

What steps can managers take to reduce social loafing?

1) identify individual contributions 2) emphasize the value of individual contributions 3) keep the team at an appropriate size

What four tactics can help stimulate constructive conflict?

1) spur competition 2) change the culture 3) bringing in outsiders 4) usee programmed conflict

What are the three views of conflict?

1) traditional view of conflict 2) human relations view. of conflict 3) interactionist view of conflict

What are the types of formal groups?

1) work teams 2) project teams 3) cross functional temas 4) self managed teams 5) virtual teams

three concerns of promotion

1. Fairness 2. Nondiscrimination 3. Others resentments

performance management process

1. define performance 2. monitor and evaluate performance 3. review performance 4. provide consequences

reasons for transfer

1. to solve organizational problems by using their skills at another location 2. to broaden their experience in being assigned to a different position 3. to retain their interest and motivation by being presented with a new challenge 4. to solve some employee problems, such as personal differences with their bosses

Ivan Steiner studied team size and believed. that performance peaks at how many members?

The optimum size of small teams is the same as the effective range of our short term memory which is?

7 plus or minus 2

diversification

A _____ strategy is when a company decides to introduce new product lines.

spinoff

A _______ is a form of retirement in which a corporation decides to set up one or more of its business units as a separate company rather than selling it.

concentration

A _______ strategy means an organization is growing aggressively in its existing line(s) of business

grand

A ________ strategy is an overall corporate strategy growth, stability, turnaround, and/or retrenchment

core competency

A _________ is what a firm does well

true

A budget is the funds allocated to operate a unit for a fixed period.

true

A company situation analysis is used to determine the strategic issues and problems that need to be addressed.

retrenchment

A larger electronics chain has decided to close some of its stores across the country to focus more on online sales. Which type of grand strategy is the store using?

false

A number of studies show that individuals perform better when given easier-to-reach objectives, as they are less likely to become frustrated and give up.

focuses on those features in a company's environment that most directly affect it's options and opportunities

A situation analysis_____

false

A strategic trend in the fast food industry is to buy franchisee- owned restaurants and convert them to be company owned, thus decreasing costs and improving revenue generation.

A California software firm, MacroSoft, was growing rapidly and hiring frequently, but it primarily focused on campus recruiting at two California universities, UC Berkeley and Stanford. When one 45-year-old candidate did not get an interview after a phone screening, he went to the company's website and noted all of the young people in charge. Which law allows him to file a discrimination lawsuit against MacroSoft? A. Age Discrimination in Employment B. Civil Rights Act C. Sarbanes-Oxley Act D. Consolidated Omnibus Budget Reconciliation Act (COBRA) E. Americans with Disabilities Act

A. Age Discrimination in Employment

Which of the following statements is NOT true regarding performance appraisals and feedback A. Almost all workers believe that performance appraisals are objective and fair. B. Numerical ratings, rankings, and formal evaluations without positive feedback may produce the opposite of their intended effect—specifically, reduced performance. C. Forced ranking systems can be particularly damaging at talent-intensive companies. D. The best form of performance appraisal and feedback may entail continuous and ongoing coaching and feedback, rather than an annual review. E. A performance appraisal should be a two-way street: The manager should solicit the employee's input, especially with regard to perceived performance problems.

A. Almost all workers believe that performance appraisals are objective and fair.

Which of the following is a tactical goal? A. By the end of this fiscal year, we will achieve a 10% 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. E. As a company, we are committed to increasing our online presence through social media.

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

________ is the primary reason for an organization to adopt planning and strategic management. A. Developing MBO B. Encouraging new ideas C. Developing a sustainable competitive advantage D. Providing direction and momentum E. Increasing organization diversity

A. Developing MBO

________ capital is the economic or productive potential of employee knowledge and actions. A. Human B. Labor C. Social D. Potential E. Productivity

A. Human

What is the primary objective of a plan? A. It outlines how goals are going to be met. B. It explains the company's slogan. C. It provides information about company financials for stakeholders. D. It guides ethical decision making. E. It sets research and development priorities.

A. It outlines how goals are going to be met.

Which of the following is NOT a step in the process of management by objectives (MBO)? A. Managers determine each employee's strengths and weaknesses. B. Managers and employees jointly set objectives for the employee. C. Managers develop action plans. D. Managers and employees periodically review the employee's performance. E. The manager makes a performance appraisal and rewards the employee according to results.

A. Managers determine each employee's strengths and weaknesses.

___ is the overall goal of MBO. A. Motivating employees B. Controlling subordinates C. Controlling costs D. Increasing market share E. Terminating low-performing employees

A. Motivating employees

The ________________ requires employers with more than 50 employees to provide health insurance. A. Patient Protection and Affordable Care Act B. Social Security Act C. Health Insurance Portability and Accountability Act (HIPAA) D. Occupational Safety and Health Act E. Consolidated Omnibus Budget Reconciliation Act (COBRA)

A. Patient Protection and Affordable Care Act

_______________ is the process of locating and attracting qualified applicants for jobs open in the organization. A. Recruiting B. Selection C. Hiring D. Job posting E. Interviewing

A. Recruiting

_____ is the degree to which a test measures the same thing consistently. A. Reliability B. Accountability C. Validity D. Significance E. Dependability

A. Reliability

As a manager, you meet with each of your team members quarterly to review their progress toward their written and agreed-upon goals. One of your employees, Claire, had a goal of increasing sales in her territory by 10% in the first quarter of the year. However, when you review Claire's sales numbers, you see that her sales have actually gone down. You know that Claire is a hard worker and has an excellent relationship with her customers. When you sit down to discuss Claire's performance, she explains what is happening in her territory. A major automobile manufacturer, which once provided 25,000 jobs, has moved its operations to Mexico and laid off all 25,000 of its workers. As a result, the economy in Claire's region has become quite depressed, and the residents are living off their savings. Taking the steps of the planning/control cycle into account, what is your best course of action with Claire? A. Terminate Claire's employment with the company. B. Arrange for Claire to take a refresher course on sales methods. C. Transfer Claire to another territory and replace her with another sales rep who is new to the company and therefore "hungry." D. Recognize the economic reality of Claire's territory and change her goals to make them ambitious but realistic. E. Put Claire on "probation," explaining that she will be terminated if her performance does not improve in the next quarter.

A. Terminate Claire's employment with the company.

___________ refers to educating technical and operational employees in how to better do their current job. A. Training B. Assessment C. Development D. Orientation E. Evaluation

A. Training

The human resource manager at Helping Hands Inc. has just calculated that the employee absenteeism rate for 2016 is 15 percent higher than it was in 2015, and the turnover rate increased 18 percent over the same time period. Which of the following is NOT an option she should consider for improving the situation? A. Wait until 2017 and see what the turnover rate is at the end of that year. B. Deal with employees' possible work overloads. C. Identify causes of job dissatisfaction. D. Address and adjust job design. E. Identify possible employee role conflicts.

A. Wait until 2017 and see what the turnover rate is at the end of that year.

Based on the VRIO framework, which of the following start-up companies has the least potential to have a competitive advantage, to be profitable, and to grow? A. a cat-sitting service, where you take care of people's cats when they are on vacation; you decide to advertise your services on Craigslist and the local newspaper B. a "companionship" service for elderly people who live alone because their children are busy working full-time jobs; working adults say such a service would be extremely valuable C. the only farm within a 100-mile radius that offers its customers organic beef and organic dairy products such as eggs and milk; no other local company offers these products D. a portrait-painting service by a talented artist who is known for his ability to make all men look handsome and all women look beautiful; very few other artists in the local area have this talent E. an enrichment program for children that hires talented people and sends each of them to a different school each day of the week; a web-based app helps the manager keep track of all the employees' schedules and locations

A. a cat-sitting service, where you take care of people's cats when they are on vacation; you decide to advertise your services on Craigslist and the local newspaper

Which of the following is intended for one-time use and is not likely to be repeated in the future A. a procedure B. a policy C. a program D. a rule E. a standing plan

A. a procedure

A specialist at UPS who rides with couriers to learn about delivery time measurements and potential service problems is conducting a job A. analysis. B. specification. C. posting. D. description. E. rotation.

A. analysis.

Which of the following is NOT one of the five steps in the training process? A. attendance B. assessment C. objectives D. selection E. implementation

A. attendance

Dora is conducting a performance appraisal for Sue, one of her employees. The company's performance appraisal form asks her to rate Sue's performance on various items like "Submits reports on time with minimal errors" on a scale from 1 to 5. Dora's is using a ______ appraisal system. A. behaviorally anchored rating scale (BARS) B. 360-degree C. MBO D. results E. trait

A. behaviorally anchored rating scale (BARS)

Prior to opening her new restaurant, Nia is determining what items to offer on the menu, the anticipated profits and expenses, the tasks of various employees, and how those jobs will be handled. Nia is creating her A. business model. B. mentoring plan. C. code of ethics. D. risk statement. E. code of business.

A. business model.

John, the owner of a lawn care service, likes to meet with his employees six months after their yearly evaluation to discuss how they are progressing on suggestions on and plans to improve their yearly job evaluation. At this point, by comparing the six-month results with the past evaluation, John is in the ______ steps of the planning/control cycle. A. control B. planning C. organizing D. observation E. termination

A. control

Haley, an HR manager for Accurate Tool and Die, had a meeting with the Vice President of Safety to determine if the new safety training program appears to be effective in preventing and reducing the number of accidents on the shop floor. In which step of the training process is Haley engaged? A. evaluation B. objectives C. selection D. implementation E. assessment

A. evaluation

A ______ is a specific commitment to achieve a measurable result within a stated period of time. A. goal B. vision C. business plan D. supervisory objective E. norm

A. goal

Maria works in a manufacturing facility, Zap Auto Parts. Throughout the building there were posters and calendars of a sexually explicit nature, making Maria very uncomfortable. Zap Auto Parts A. has a hostile work environment. B. has no legal worries because none of the offensive materials are directed at Maria. C. practices sexual discrimination. D. has no legal worries because Maria is not suffering any economic injury. E. is engaging in quid pro quo harassment.

A. has a hostile work environment.

Which of the following jobs are least likely to be taken over by automation? A. knowledge-work jobs that require creativity and problem solving B. bookkeeping jobs C. clerical jobs D. assembly-line jobs E. jobs that require unskilled labor

A. knowledge-work jobs that require creativity and problem solving

Clothing maker Patagonia states that its purpose as an organization is to "build the best product, cause no unnecessary harm, [and] use business to inspire and implement solutions to the environmental crisis." This is the company's A. mission statement. B. belief statement. C. goals pact. D. code of ethics. E. management pledge.

A. mission statement.

For MBO to be successful, top management must be committed to the program, MBO must be applied organization-wide, and A. objectives must cascade. B. employees need to provide continuous feedback to each other. C. objectives must remain fixed and unchanging. D. objectives must be generated from the bottom up. E. there must be community support.

A. objectives must cascade.

The two cofounders of Network Appliance, a data-storage firm in Sunnyvale, California, were feuding with each other because one founder couldn't stick to his decisions, which drove the other founder crazy. A(n) ____________ began working with the warring executives in separate sessions to solve the problem. A. organizational behavior specialist B. family doctor C. informational technologist D. acquisition consultant E. labor relations specialist

A. organizational behavior specialist

The Myers-Briggs Type Indicator is a(n) ______ test. A. personality B. reliability C. performance D. ability E. character

A. personality

While sitting at her desk, Ann is setting goals and deciding how to achieve them. She is A. planning. B. controlling. C. delegating. D. diversifying. E. synergizing.

A. planning.

With increasing competition in the restaurant business, Sal, owner of Mom's Pizza, is dealing with growing uncertainty. He is meeting with his managers to develop a future course of action to meet company goals. This process is known as A. planning. B. leading. C. controlling. D. defining. E. diversifying.

A. planning.

A ______ is a standing plan that outlines the response to particular problems or circumstances. A. procedure B. industry standard C. norm D. program E. certified procedure

A. procedure

The management department at a local university began posting all assignments and other class materials to a course management website instead of creating a packet or printed materials for students to purchase each term. The management department is implementing a ______ innovation. A. process B. product C. policy D. breakthrough E. reactive

A. process

A _____ is a single-use plan encompassing a variety of projects or activities. A. program B. rule C. policy D. project E. procedure

A. program

Firms such as General Motors and McDonald's actively collect information about customer preferences and try to address them in their new products. General Motors and McDonald's are actively trying to adapt to A. shareholder, customer, and market changes. B. social and political pressures. C. human resource concerns. D. managers' behavior. E. technological advancements.

A. shareholder, customer, and market changes.

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 E. customer goals > employee goals > manager goals > company goals

A. strategic goals > divisional goals > department goals > individual goals

Social media (LinkedIn, Facebook) can make the search for new employees more efficient. The rise of social media is an example of a(n) __________ advancement or force. A. technological B. social or political C. market D. inside E. demographic

A. technological

Beginning with __________, a body of law has grown that requires organizations to provide employees with nonhazardous working conditions. A. the Occupational Safety and Health Act (OSHA) of 1970 B. Title VII of the Civil Rights Act of 1964 C. the Taft-Hartley Act D. the establishment of the National Labor Relations Board E. the Fair Labor Standards Act of 1938

A. the Occupational Safety and Health Act (OSHA) of 1970

Which of the following is not a factor that affects the level of resistance to change? A. the gender of the change agent B. employee characteristics and perceptions of change C. the change agent's leadership style D. change agent-employee relationship E. the change agent's ability to empathize with the employee's perspective

A. the gender of the change agent

In the Internet Age, retailers like Amazon and Apple are not constrained by physical shelf space and can offer consumers a much wider variety of products; yet small sales, one or two rather than millions of items at a time, can produce big profits. This development is an example of A. the marketplace becoming more segmented and moving toward more niche products. B. declining population in developed countries. C. China becoming the second-largest economic power. D. the rise of business-to-business technology. E. instant-gratification shopping.

A. the marketplace becoming more segmented and moving toward more niche products.

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

A. three levels of planning

Lewin's change model consists of A. three stages: unfreezing, changing, and refreezing. B. three forces: employee characteristics, change agent characteristics, and change agent-employee relationships. C. four steps: recognize problems, gain allies, overcome resistance, and execute. D. three types: adaptive, innovative, and radically innovative. E. three steps: diagnosis, intervention, and evaluation.

A. three stages: unfreezing, changing, and refreezing.

Studies exploring nurses' perceptions about using PDAs in their daily patient practice found initial resistance, with some nurses concerned about the cost and short technological life cycle of these devices. As part of the __________ stage of change, the nurses' managers try to instill in them the motivation to change, encouraging them to let go of attitudes and behaviors that are resistant to innovation. A. unfreezing B. freezing C. change D. refreezing E. thawing

A. unfreezing

mission

Algemar is helping his Fortune 500 company write a statement describing his company's purpose. What is Algemar writing?

merger

An example of a(n) _______ is when Exxon and Mobil decided to come together as one to form the company Exxon-Mobil

true

An important part of controlling is staying within the budget when appropriate or changing it when necessary to meet changes in the dynamic environment.

benchmarking

Analyzers commonly match their rivals' prospecting actions through the use of ________

red

Anna is using the BCG Growth-Share Matrix to perform a portfolio analysis for her company, Craycol Incorporated, which has four divisions: Red, Orange, Yellow, and Green. The Yellow division is doing quite well. Although it faces strong competition in a market that is still growing and changing rapidly, it currently has a narrow lead in market share. The Red division has long been the company's top performer and dominates market share in an industry that has been stable for the past ten years. The Green division has been performing poorly for the past five years, and there doesn't seem to be much opportunity to gain market share from its competitors, as customer demand has dropped significantly and is not likely to increase. The Orange division is Craycol's newest division. The market Orange produces products for is potentially large, but many other companies are pursuing the same customers and it remains to be seen how Orange will perform, as it currently lags behind some of its competitors while outperforming others. According to the BCG Matrix, the __________ division would likely be identified as a Cash Cow.

green

orange

yellow

Which of the following goals satisfies the SMART 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 Apple and IBM combined." D. "Improve our customer-service ratings." E. "In the next quarter, our Houston sales rep will increase sales by 10%."

E. "In the next quarter, our Houston sales rep will increase sales by 10%."

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 education accessible to everyone in the world" D. "to engage in business practices that are not only legal but also ethical" E. "to offer the lowest prices on new hardcover books, anywhere in the world"

E. "to offer the lowest prices on new hardcover books, anywhere in the world"

Which of the following is an example of a proactive change? A. Ciara's staff is unhappy about the long hours they have been working and several of them quit before she knows there is a problem. B. Ciara's group sends a product that is nearing its launch date back to the drawing board based on a competitor's superior new offering. C. Ciara cannot get permission to hire another person until her group misses several deadlines. D. Ciara is constantly "putting out fires," responding to daily crises in her group. E. Ciara explores improvements in bonus structures with her staff and begins to implement them despite the fact that her employees are generally content.

E. Ciara explores improvements in bonus structures with her staff and begins to implement them despite the fact that her employees are generally content.

The ____________ is a law that requires an extension of health insurance benefits after termination. A. Health Insurance Portability and Accountability Act (HIPAA) B. Social Security Act C. Civil Rights Act D. Occupational Safety and Health Act E. Consolidated Omnibus Budget Reconciliation Act (COBRA)

E. Consolidated Omnibus Budget Reconciliation Act (COBRA)

______ occurs when people are hired or promoted, or denied hiring or promotion, for reasons not relevant to the job. A. Affirmative action B. A hostile working environment C. Quid pro quo D. Bullying E. Discrimination

E. Discrimination

______ means that anyone can be dismissed at any time for any reason at all, or for no reason. A. Fair termination B. Capricious dismissal C. Quid pro quo D. Nonrational dismissal E. Employment at will

E. Employment at will

Which piece of legislation first established the U.S. federal minimum wage? A. Age Discrimination in Employment Act (ADEA) B. Social Security Act C. Civil Rights Act D. Occupational Safety and Health Act E. Fair Labor Standards Act of 1938

E. Fair Labor Standards Act of 1938

The Human Resources department of French Quarter Seafood conducted a training workshop on setting and achieving organization goals. Alex, the store manager of the New Orleans location, has been working with his managers to set objectives that are clearly defined, focused on achieving specific results, and can be accomplished with a given amount of resources. Which aspect of SMART goals is missing? A. Goals should be stated in specific rather than vague terms. B. Whenever possible, goals should be measurable, or quantifiable. C. Goals should be challenging, of course, but above all they should be realistic and attainable. D. Goals should be results-oriented. E. Goals should specify the target dates or deadline dates when they are to be attained.

E. Goals should specify the target dates or deadline dates when they are to be attained.

___________ are generous severance packages, negotiated by executives, which they receive if the company is taken over by another company. A. Silver linings B. Fringe benefits C. Maquiladoras D. Life insurance policies E. Golden parachutes

E. Golden parachutes

Which of the following is an effective way to deal with change and innovation? A. Insist on success and punish failure. B. Offer different explanations for the change to different work groups. C. Hold closely to established methods of getting the job done. D. Innovate by varying existing products that are already on the market. E. Have the courage to follow your ideas.

E. Have the courage to follow your ideas.

You have an idea for a company that sources fruits from local farms and makes fresh juices on a daily basis. You want to start a subscription-based service in which households within a 100-mile radius subscribe to your plan and receive two gallons of freshly squeezed juice (for example, cherry juice, apple juice, lemonade) twice a week. As you think about starting your business, you ask yourself: How rare is the service I am offering? How valuable is it? Can I organize the company to maximize my advantages in the marketplace? After asking these questions, review and identify which question from VRIO did you forget to ask A. Is the resource or capability valuable? B. Is the resource or capability currently controlled by only a few firms or no other firms? C. Is the firm organized to exploit the resource of capability? D. What values should be emphasized? E. Is the resource or capability costly for other firms to imitate?

E. Is the resource or capability costly for other firms to imitate?

While preparing a self-assessment of your job performance the previous year, you are required to list three goals for the coming year. You list the following as one of your goals: "I will triple sales in my territory by the end of the next fiscal year." Based on the SMART criteria, what is the problem with this goal? A. It does not have a target date. B. It is not specific. C. It is not measurable. D. It is not results-oriented. E. It is not attainable.

E. It is not attainable.

Which of the following is NOT part of the strategic human resource management process? A. Plan for human resources needs. B. Establish a grand strategy. C. Recruit and select people. D. Orient, train and develop personnel. E. Negotiate employment contracts.

E. Negotiate employment contracts.

_______ are goals set by and for first-line managers and are concerned with short-term matters associated with realizing tactical goals. A. Lower-level objectives B. Front-line goals C. Tactical goals D. Supervisory objectives E. Operational goals

E. Operational goals

______ is planning done by first-line managers to determine how to accomplish specific tasks with available resources within the next 1 to 52 weeks. A. Writing a belief statement B. Developing a goals pact C. Producing a code of ethics D. Management pledging E. Operational planning

E. Operational planning

________ is an emotional/behavioral response to real or imagined threats to an established work routine. A. Change agency B. Benchmarking C. OD intervention D. Radical innovation E. Resistance to change

E. Resistance to change

The planning process begins with two attributes: a mission statement and a vision statement. What questions are answered with each of these? A. What do we want to become?; What is our reason for being? B. What are the costs?; How much money can I make? C. What are the risks?; What is our reason for being? D. What do we want to become?; What products do we offer at a profit? E. What is our reason for being?; What do we want to become?

E. What is our reason for being?; What do we want to become?

You are reading a business document that outlines your company's long-term goals and direction. These goals include "Reduce energy consumption in our offices by 20%," "Grow out market share in China from 3% to 10%," "Enter a strategic alliance with a partner in Australia to begin selling our products in Sydney and Brisbane," and "Equip all sales representatives with an app that allows them to provide an immediate quote when meeting with customers." What type of document are you reading? A. a values statement B. a business plan C. a SMART goal D. a vision statement E. a strategic plan

E. a strategic plan

Which type of workplace discrimination occurs when an organization uses an employment practice that results in unfavorable outcomes to a protected class? For example, by requiring that all employees have a high school diploma, the Mathis Construction Company essentially discriminates against those who did not graduate from high school. A. disparate treatment B. reverse discrimination C. unequal application D. harassment E. adverse impact

E. adverse impact

According to the law, which of the following is considered an employment test? A. only personality tests B. only interviews and personality tests C. small talk before and after the interview D. only application forms E. any procedure used in the employment selection decision process

E. any procedure used in the employment selection decision process

Cascading goals being _____ and "cascade" to A. short-term goals; long-term goals. B. with customers; employees. C. with the accounting/finance department; the shop floor. D. with customer-service representatives; upper-level management. E. at the top of the organization; individual employees.

E. at the top of the organization; individual employees.

During a(n) _______________, Megan asked Jeff to tell her about the actions he took to overcome some sort of adversity. A. realistic job preview B. performance interview C. situational interview D. unstructured interview E. behavioral description interview

E. behavioral description interview

A company's strategic planning may have to be done _____ due to frequently changing competition and technology. A. every five years rather than every two years B. every five years rather than every ten years C. every ten years D. continuously E. closer to every one or two years than every five years

E. closer to every one or two years than every five years

Typically the ________ clause in a union contract is tied to the U.S. Bureau of Labor Statistics' consumer price index (CPI). A. union security B. right-to-work C. agency D. givebacks E. cost-of-living adjustment (COLA)

E. cost-of-living adjustment (COLA)

If a firm gives all international assignments to people without disabilities, assuming they will therefore not require special accommodations, which type of workplace discrimination has occurred? A. adverse impact B. reverse discrimination C. harassment D. wage gap E. disparate treatment

E. disparate treatment

Which of the following is NOT an example of an incentive? A. stock options B. commissions C. profit-sharing plans D. bonuses E. education reimbursements

E. education reimbursements

The best type of performance appraisal involves A. using other employees as examples. B. describing a subordinate's current performance in general terms. C. concentrating on "stretch goals." D. relying on impressions. E. giving employees continuous, real-time coaching, feedback, and solutions.

E. giving employees continuous, real-time coaching, feedback, and solutions.

Teachers Credit Union has decided that tellers must rotate through a new weekend shift on Saturday afternoons because several of its financial competitors have recently begun to offer additional hours to customers. Teachers Credit Union is implementing a(n) ______ change. A. radically innovative B. reactive C. adaptive D. proactive E. innovative

E. innovative

Michele had been working as an executive assistant to the president for nearly 25 years, so when she retired, no one had a good idea of all that her job entailed. Before Michele retired, Sharon sat with her for two weeks to observe her duties and ask her to explain all the functions she performs as executive assistant to the president. Sharon was performing a(n) A. behavioral-description interview. B. performance appraisal. C. informal appraisal. D. job rotation. E. job analysis.

E. job analysis.

Which of the following is an inside force for change? A. domestic competition B. recession C. advancements in automation D. immigration E. low productivity and turnover

E. low productivity and turnover

A manager must consider fairness, __________, and others' resentments in considering a promotion of an employee. A. openness B. permanence C. profitability D. safety E. nondiscrimination

E. nondiscrimination

Susan is a front-line supervisor in a grocery retailer. She desires to decrease the time she spends working on doing her daily closing work by 45 minutes. This objective set by Susan and for her is an example of a(n) A. lower-level objective. B. front-line goal. C. tactical goal. D. supervisory objective. E. operational goal.

E. operational goal.

Which of the following is NOT one of Scott Berkun's seeds of innovation for organizations? A. hard work in a specific direction B. curiosity C. necessity D. wealth and money E. philanthropy

E. philanthropy

Walmart's implementation of RFID, a type of technology that allows it to improve inventory tracking, is an example of a(n) ______ change because Walmart already had a very effective technology tracking system in place before it implemented RFID. A. reactive B. incremental C. cultural D. responsive E. proactive

E. proactive

Fast Delivery trains its truck loaders how to set the packages in the delivery vehicles, so that when delivery drivers are pulling packages off their trucks, they are organized in a specific order and with the label facing forward to reduce errors and save time. A(n) _______ is being implemented when directing that the trucks be loaded in this specific manner. A. industry standard B. norm C. policy D. rule E. procedure

E. procedure

Which of the following is NOT a type of compensation? A. wages B. salaries C. incentives D. benefits E. promotions

E. promotions

When Jason became one of three final candidates for a managerial position with a large pharmaceutical company, the hiring manager scheduled a special meeting with him. The two talked about the stressful deadlines and heavy travel required of the position, as well as the compensation and benefits. Jason appreciated that the hiring manager took the time to provide a(n) A. behavioral-description interview. B. performance appraisal. C. unstructured interview. D. situational interview. E. realistic job preview.

E. realistic job preview.

Bethany had a starring role in a film that was shot in her hometown of Baton Rouge, Louisiana. Though the Screen Actors Guild, an actors' union, exists in Louisiana, Bethany was not required to join it because of the state's ________ law. A. union security B. agency C. givebacks D. cost-of-living adjustment (COLA) E. right-to-work

E. right-to-work

Sabra, an HR manager, is designing a training class for those working on the new cross-functional teams within her company. This class is aimed at improving group decision making and interpersonal relations. What method of delivery should Sabra choose? A. lectures B. computer-aided training C. workbooks D. videotapes E. role-playing, practice, and discussion

E. role-playing, practice, and discussion

The point of the performance appraisal is to A. provide a paper trail of manager-employee interactions. B. avoid legal problems, especially discrimination complaints. C. demonstrate correct methods for work procedures. D. make sure that the subordinate's behavior is tightly controlled. E. stimulate better job performance.

E. stimulate better job performance.

Setting a very challenging goal for yourself, such as "I will double the number of hours I study next semester so that I can increase my GPA by at least half a point," can keep you motivated and focused on achievement. This type of goal, which involves pushing yourself beyond what you mind might think is safe is known as a(n) A. increased-state mindset. B. push goal. C. stress goal. D. inclining goal. E. stretch goal.

E. stretch goal.

André, the plant manager, is interested in increasing the facility's productivity by utilizing MBO so that his managers and their employees are more focused on objectives. This month André asked his managers to concentrate on the two first steps of MBO, which are A. for managers to develop an action plan and to give employees a performance appraisal. B. for employees to develop an action plan and to study the competition. C. to periodically review performance and to develop an action plan. D. to review each employee's performance and to set an action plan based on performance. E. to jointly set objectives with their employees and to have managers develop action plans.

E. to jointly set objectives with their employees and to have managers develop action plans.

Omar, an OD consultant, is working with members of a cross-functional team to build cohesiveness and practice skills to function better as a team. Omar is conducting the ______ stage of the OD process. A. feedback B. diagnosis C. evaluation D. changing E. treatment or intervention

E. treatment or intervention

In considering the staffing an organization might need in the future, human resource managers should A. focus efforts on replacing those who retire or resign. B. assume that the organization will not change much. C. assume that there will be radical changes in the supply of labor and the nature of the organization's jobs, and therefore defer planning. D. hire 10% more people than were needed last year to cover possible growth. E. understand the organization's vision and strategy in order to hire personnel to support them.

E. understand the organization's vision and strategy in order to hire personnel to support them.

A(n) ______________ is susceptible to legal attack because some questions may infringe on non-job-related matters such as privacy, diversity, or disability. A. realistic job preview B. situational interview C. performance interview D. behavioral-description interview E. unstructured interview

E. unstructured interview

Which of the following training and development methods is most appropriate when people just need to learn facts such as work rules or legal matters? A. coaching B. role-plays C. discussion D. case studies E. videotapes, workbooks, and lectures

E. videotapes, workbooks, and lectures

During a management meeting, Dave, the CEO of Top Office Equipment, reminded his management team of where the company wants to go as an organization: "Top Office Equipment is the expert whom customers should always call regarding all their office equipment needs because Top Office strives to understand customer needs and provide the right answers for them." This statement is Top Office Equipment's A. belief statement. B. goals pact. C. code of ethics. D. management pledge. E. vision statement.

E. vision statement.

Deon is opening a car wash, and he has approached SCORE, an SBA organization that assists small-business owners in setting up their companies. As a new business owner, the SCORE counselors would probably advise Deon to A. learn from experience, the best teacher, rather than a mentor. B. avoid developing a business plan the first year of business. C. try new things regardless of the risk. D. get a new perspective by asking people who have failed. E. write a business plan.

E. write a business plan.

false

Ernesto's family business has been manufacturing shoes for three generations. In the past, the shoes have been sold to retailers around the world, but recently, Ernesto opened three retail stores to sell the shoes directly to customers. This is an example of backwards integration.

A company that evaluates its long-haul truck drivers based on miles driven over the past 12 months is using subjective appraisal. (True/False)

FALSE

A process innovation is a change in the appearance or the performance of a product or a service or the creation of a new one. (True/False)

FALSE

Alison, 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

B corporations are ones whose stocks are not listed on NASDAQ or as part of the Dow Jones Industrial Average. (True/False)

FALSE

Demassification refers to customers becoming part of mass markets that reflect mass behavior and mass values. (True/False)

FALSE

During annual inventory week, a department store may ask its employees to work 12 hours a day instead of the usual 8. During tax-preparation time, the store's accounting department may work similar hours. Although accounting employees are in a different department from stockroom and sales employees, it's reasonable to expect that the accounting employees wouldn't be terribly upset by the temporary change in hours because they've seen it in effect elsewhere in the store. This is an example of innovative change. (True/False)

FALSE

Goals are arranged in a hierarchy known as a means-end chain because in the chain of management, the accomplishment of high-level goals is the means leading to the accomplishment of low-level goals or ends. (True/False)

FALSE

In OD, single interventions have been found to work better than multiple interventions. (True/False)

FALSE

Mediation is the process in which a neutral third party, an arbitrator, listens to both parties in a dispute and makes a decision that the parties have agreed will be binding on them. (True/False)

FALSE

Reactive change involves making carefully thought-out changes in anticipation of possible or expected problems or opportunities. (True/False)

FALSE

The 2010 health care reform legislation requires employers with less than 50 employees to provide health insurance. (True/False)

FALSE

The Equal Pay Act requires an extension of health insurance benefits after termination. (True/False)

FALSE

The most effective sources of new employee sources are job postings on websites. (True/False)

FALSE

The planning/control cycle has two control steps: (1) control the direction by comparing results with the plan and (2) control the direction by increasing organization diversity and synergy. (True/False)

FALSE

The upper-level managers of Deluxe Coffee are meeting to discuss the company's long-range goals and vision. Like any organization, Deluxe Coffee should adopt planning and strategic management for just two reasons: (1) to provide direction and momentum and (2) to encourage retention of high-value employees. (True/False)

FALSE

When Holiday Inn Express stated that the organization strives to "be the primary source of hospitality in the communities" it serves by providing its customers "the best possible experience and by being good neighbors," it is stating its code of ethics. (True/False)

FALSE

When using MBO, managers should meet about once a year, either informally or formally, to review progress on meeting objectives. (True/False)

FALSE

target date

Ford's goal is to sell 15% more minivans. Which of the following must criteria is not met in this statement?

true

Functional departments of a company must develop internal strategies for achieving the mission and objectives.

true

Goals are more general and broad than objectives.

Adjourning Stage

Groups bring finality to the process.

growth

H&M is looking to expand its business by opening more stores across the USA. What type of grand strategy is H&M using?

Stability

If a company decides to take its time and expand its business slowly, what type of grand strategy is this company practicing?

true

In terms of strategic planning, top and middle managers are more involved with planning, whereas the lower-level functional managers and employees implement the operational strategies on a day-to-day basis.

true

In the assessment of competitive strength, one should compare the critical success factors for the business to those of each major competitor.

developing strategies

In the strategic planning process, what is the fourth stage in the process?

setting objectives

In the strategic planning process, what is the third stage in the process?

Norming Stage

In-group feelings and cohesiveness develop. Members accept the rules of behavior and discover new ways to work together.

outsourcing

It is expensive to expand globally, so one of the growth strategies being used to keep costs down is to use ________.

reward her

Janie, a consultant for Howard & Associates LP, was given an objective to triple the client retention in her region by the end of the quarter. After her objective was met, Julie's boss evaluate her performance and provided feedback. What should Janie's boss do next when managing by objectives?

specific

Kim's goal is to save more money by the end of the current year. Which of the following must criteria is not met in this statement?

time log

Lately, Maya has had difficulty keeping up with the amount of work her new project requires. To determine how much time she is spending on high-priority and low-priority responsibilities, Maya should analyze how she spends her time using a ________

combination

Lennox's company is panning on extending its existing business in Asia. In Europe, the company is fairly dominant, so they plan to make only slow and gradual changes in that market. However, their efforts to establish market share in North America have not been successful, so they plan to liquidate those assets and redirect them elsewhere. Which grand strategy is Lennox's company using?

focus

MTV focuses on young people, and Rolex watches have a market niche of upper-income people. Both are examples of what type of strategy?

Forming Stage

Members determine their place in the organization, go through a testing or orientation process, and are more independent.

growth

Mergers and acquisitions are associated with which strategy

true

Middle and lower management levels usually engage in operations planning

concentration

One of TRESemme's strategies is to extend their business by continuing to create hair care products formulated for customers with different hair types. This type of strategy is called ________

true

One of the main functions for the finance strategy is keeping records of transactions, developing budgets, and reporting financial results.

false

One of the must criteria in setting objectives is that they be participatively set.

true

One reason strategic plans fail is that no action is taken to implement the strategy.

false

Research indicates that most people are fairly skilled multitaskers.

strategic planning

Shamar is an upper-level manager at Fortune 500 company. The company feels like they are outdated and want to recreate their image and go in a different direction. what kind of planning will Shamar use to develop their new mission and long-range objectives

false

Standing plans are developed for handling nonrepetitive situations.

is the process of developing a mission and long-range objectives and determining in advance how they will be accomplished.

Strategic planning _________

support systems

Successful implementation of strategies requires efficient and effective ______ throughout the organization

true

Sun owns a chain of car washes and is thinking of also opening some restaurants. If she does, this would be an example of unrelated diversification.

A business model outlines what customer needs the company will satisfy, the operations of the business, the company components and functions, and the projected revenue and expenses. (True/False)

TRUE

A job specification describes the minimum qualifications a person must have to perform the job successfully. For example, a job specification for an editor may require all editors to have flawless grammar skills. (True/False)

TRUE

Adaptive change is the least threatening type of change and is therefore least likely to create resistance. (True/False)

TRUE

An example of a behavioral-description interview question is "What was the best idea you ever sold to a supervisor, teacher, peer, or subordinate?" (True/False)

TRUE

An example of innovative change is a department store deciding to adopt a new practice used by competitors by staying open 24 hours a day and requiring employees to work flexible schedules, a change that employees are likely to see as moderately threatening. (True/False)

TRUE

An organizational culture that celebrates failure helps foster innovation. (True/False)

TRUE

Benefits are additional non-monetary forms of compensation designed to enrich the lives of all employees in the organization. Common benefits include medical insurance, vacation days, and credit unions, all paid for in whole or in part by the company. (True/False)

TRUE

Corporate restructurings threaten to eliminate jobs and generally trigger strong resistance. (True/False)

TRUE

Every five years, the upper-level managers of ABC Technology 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 work on developing a strategy. (True/False)

TRUE

Every year, 10% of GE's managers are assigned the bottom grade during the annual review cycle, and if they don't improve, they are asked to leave the company. GE uses a forced ranking performance review system. (True/False)

TRUE

Explaining the organization's mission and operations, the job routine and the organization's work rules and benefits should be an integral part of employee orientation. (True/False)

TRUE

Greg, owner of Comfortable Home Heating and Air, has been having problems with employee morale. After investigating, he found that some of his department managers were using management by objectives, but the accounting and sales managers were not utilizing MBO in their departments. For the MBO program to be successful, Greg must be sure that it is implements throughout his entire organization. (True/False)

TRUE

Human resource (HR) management consists of the activities managers perform to plan for, attract, develop, and retain an effective workforce. (True/False)

TRUE

In the planning/control cycle, managers take corrective action by correcting deviations in the plan being carried out or by improving future plans. (True/False)

TRUE

Innovation is mostly the product of hard work and dedication rather than a "eureka" moment of epiphany. (True/False)

TRUE

Jerome's Italian Pizza is in a very competitive industry, and its upper management believes that it can achieve higher profits by focusing on a strategy of lowering costs and prices, providing quicker delivery, and providing good customer service. "Increase profits by 15% a year for each of the next five years" is an example of a strategic goal. (True/False)

TRUE

Keurig created a new category of coffee/tea preparation by offering one-cup-at-a-time pod-style brewing with its "K-cups." Keurig's product is an example of a transformational innovation. (True/False)

TRUE

Mr. Smith, CEO of an auto dealership, has been working on the two planning steps of the planning/control cycle with his managers. To do this, Mr. Smith and his managers need to make their plan and then carry out the plan. (True/False)

TRUE

Paula is the store manager for a national grocery retailer, and she received the yearly tactical plan from Greg, her district manager. Paula is meeting with her department managers to plan how to implement the specific tasks outlined in Greg's plan for the next year. Paula is engaged in operational planning. (True/False)

TRUE

Procter & Gamble modified a liquid detergent to make it available as a concentrated powder in a pouch. P&G's new product is an example of a core innovation. (True/False)

TRUE

The Family and Medical Leave Act requires employers to provide 12 weeks of unpaid leave for medical and family reasons, including for childbirth, adoption, or family emergency. (True/False)

TRUE

The great majority of union workers are in the public sector. (True/False)

TRUE

The marketplace is becoming less homogeneous and moving toward more niche products. (True/False)

TRUE

The production plant for Ace Manufacturing has been located in the same place for over 100 years. It has just completed its new factory, which includes its new corporate offices. The planning required for moving Ace into a new facility is a single-use plan. (True/False)

TRUE

The type of appraisal in which employees are evaluated by their managers, peers, and subordinates is called the 360-degree assessment. (True/False)

TRUE

Tiffany is an architect for the building of a large office complex downtown. Frequently a group of steel workers whistle at her as she climbs a ladder or interacts with staff. The men's actions create a hostile work environment. (True/False)

TRUE

Walt Disney Company's investment of $1 billion into a wearable technology that it hopes will revolutionize the way visitors spend money at Walt Disney World, featuring a website ("My Disney Experience") and data-collecting wristbands ("MagicBands") that interact with scanners throughout the 40-square-mile theme park, is an example of proactive change. (True/False)

TRUE

When utilizing MBO, 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 performance appraisals and rewards the employee according to the results. (True/False)

TRUE

prospecting

The _____ strategy calls for aggressively offering new products and service and/or entering new markets

defending

The _______ strategy calls for staying with the present product line and markets and maintaining or increasing customers slowly in new markets

a time frame and management level involved

The differences between strategic planning and operational planning are primarily ________.

Performing Stage

The group is very functional in dealing with tasks and responsibilities. They have worked through issues of membership and roles, and focus their efforts to achieve their goals.

transfer

The movement of an employee to a different job assignment in a different area of the company.

Storming Stage

The organization has members who react negatively to the demands of whatever tasks need to be accomplished, conflicts rise, and there is a high level of emotion.

plan each week, schedule each week, schedule each day

The steps of the time management system, in order, are ________

rule

The workshop where Randy works has a sign that says "employees cannot have weapons on company premises." Which of the following types of plans is this statement?

enable people to get more done in less time

Time management refers to techniques that __________

analyzing

What business-level strategy is between two extremes and rends to outperform the other two as it simultaneously achieves efficiency and adaptiveness

the practice or capability of handling more than one task at a time

What is multitasking

policies

What provide general guidelines to be followed when making decisions?

human resources

What strategy is responsible for recruiting, selecting, training, evaluation, and compensating employees?

differentiation and cost leadership

What two competitive strategies typically cannot work in tandem?

backward integration

When a company decides to enter a line of business that is farther away from its final customer, what type of growth strategy is this called?

prospecting

Which adaptive strategy is most closely related to the grand strategy of growth?

marketing

Which functional department would focus their strategy on the four P's: product, promotion, place, and price?

reliable

Which is not included in SMART goals

(1) to + (2) action verb + (3) specific and measurable result + (4) target date

Which is the correct order of the objective writing model?

concentration

Which of the following is considered s growth strategy?

diversification

Which of the following is not a grand strategy?

budgets

Which of the following is not a key component of the time management system?

acceptance and commitment

Which of the following is not a must criteria when setting objectives

portfolio analysis

Which of the following is not a part of the situation analysis?

Programs

Which of the following is not a standing plan?

explain goals that are to be accomplished

Which of the following is not a step of management by objectives?

external environmental opponents

Which of the following is not involved in SWOT analysis

focus

Which of the following is not one of the three adaptive strategies?

focus

Which strategy uses a market niche to compete

true

While selecting strategies and planning, implementing, and controlling them, be sure to be ethical at all stages.

true

With a stability strategy, the company attempts to hold and maintain its present size or to grow slowly.

false

With the growing use of social media, many companies are developing time logs for their use at work.

analyzing the environment

______ is a step in the strategic planning process.

procedures

_______ are a sequence of actions to be followed in order to achieve an objective

operational planning

_______ is the process of setting short-range objectives and determining in advance how they will be accomplished

a merger

_______ occurs when two companies form one corporation.

competitive advantage

_______ specifies how an organization offers unique customer value.

critical success factors

________ are the few major things that a business must do well in order to be successful.

management by objectives

________ is the process in which managers and employees jointly set objectives for the employees, periodically evaluate performance, and reward employees according to results

contingency plans

__________ are alternative plans to be implemented if uncontrollable events occur

grievance

a complaint by an employee that management has violated the terms of the labor-management agreement

interest-based relational approach IBR

a conflict resolution style that focuses on building mutual respect and , encouraging people to resolve conflict in a. united and cooperative way

Agile team

a cross-functional group of people that have the personnel and resources needed to produce a working, tested incremental version of a product

conflict

a disagreement over issues resulting in some form of interference or opposition

true

a mission is often based on or also creates a vision that defines where the company is headed in inventing its future and why

promotion

a movement forward in a company; a movement up into a better position in a job

forming stage

a period of orientation where team members get to know one another

human resource inventory

a report listing your organization's employees by name, education, training, languages, and other important information

team building

a set of planned activities aimed at improving the functioning of a team

team

a small group. of people with complementary skills who are committed to a common purpose, performance goals, and approach for which they hold themselves mutually accountable

virtual team

a team whose members rarely meet face to face but instead interact using various forms of information technology.

what part of conflict resolution is unassertive and cooperative?

accommodating- one party places another party's needs above their own

benefits (fringe benefits)

additional non monetary forms of compensation

forced ranking performance review systems

all employees within a business unit are ranked against one another and grades are distributed along some sort of bell curve

scrum

an agile methodology to manage a project

situation analysis

analyzing the environment is also known as _______.

traditional view of conflict

argues that conflict should be avoided and if present indicates a problem with the group

external recruiting

attracting job applicants from outside the organization

This conflict resolution style is preferable when issues causing conflict are trivial, or when emotions are high and a cooling-off period would be helpful

avoiding

What part of conflict resolution is unassertive and uncooperative?

avoiding- parties suppress or withdraw from conflict

subjective appraisal

based on a manager's perceptions of an employee's traits or behaviors

objective appraisals (results appraisals)

based on facts and are often numerical

Completor Role

behaviors associated with transforming ideas into action

task roles

behaviors that concentrate on completing the team's task

Maintenance Roles

behaviors that foster constructive relationships between team members

This is an advantage of smaller groups

better interaction and morale

Occupational Safety and Health Administration (OSHA) of 1970

body of law has grown that requires organizations to provide employees with nonhazardous working conditions. Later laws extended health coverage, including 2010 health care reform legislation, which requires companies with more than 50 employees to provide health insurance.

what part of conflict resolution is assertive and cooperative?

collaborating- the needs of both parties are satisfied

what part of conflict resolution is assertive and uncooperative?

competing- one party's needs are satisfied at the expense of anothers

computer-assisted instruction

computers are used to provide additional help or to reduce instructional time

formal appraisals

conducted at specific times throughout the year and are based on performance measures that have been established in advance

informal appraisals

conducted on an unscheduled basis and consist of less rigorous indications of employee performance

performance appraisal (performance review)

consists of 1) assessing an employee's performance and 2) providing him or her with feedback

off-the-job training

consists of classroom programs, videotapes, workbooks, online distance learning programs, and similar training tools

strategic human resource planning

consists of developing a systematic, comprehensive strategy for understanding current employee needs and predicting future employee needs

collective bargaining

consists of negotiations between management and employees about disputes over compensation, benefits, working conditions, and job security

Human Resource Management (HRM)

consists of the activities managers perform to plan for, attract, develop, and retain an effective workforce

base pay

consists of the basic wage or salary paid employees in exchange for doing their jobs

sexual harassment

consists of unwanted sexual attention that creates an adverse work environment

Creator role

deals with changes in the team's task process such as reframing the team's goals

job specification

describes the minimum qualifications a person must have to perform the job successfully

Cost-of-living adjustment (COLA)

during the period of the contract ties future wage increases to increases in the cost of living

360-degree assessment (360-degree feedback appraisal)

employees are appraised not only by their managerial superiors but also by peers, subordinates, and sometimes clients

National Labor Relations Board

enforces procedures whereby employees may vote to have a union and for collective bargaining

Fair Labor Standards Act of 1938

established minimum living standards for workers engaged in interstate commerce, including provision of a federal minimum wage

norms

expectations about behavior that are shared by members of the team

affirmative action

focuses on achieving equality of opportunity within an organization

Team Development Life Cycle

forming storming norming performing adjourning

Realistic Job Preview (RJP)

gives a candidate a picture of both positive and negative features of the job and the organization before he or she is hired

This is a "we" feeling that binds group members together.

group cohesiveness

self-managed teams

groups of workers who are empowered and have responsibility for administrative oversight of their tasks

compensation

has three parts: (1) wages or salaries, (2) incentives, and (3) benefits

orientation

helping the newcomer fit smoothly into the job and the organization

developing the mission

in the strategic planning process, what is the first stage in the process?

communicator role

includes behaviors that are focused on collaboration such as practicing good listening skills

Contractor role

includes behaviors that organize the team's work.m such as producing timelines and schedules

cooperator role

includes supporting those with expertise towards the team's goals

structured interview

involves asking each applicant the same questions and comparing their responses to a standardized set of answers

unstructured interview

involves asking probing questions to find out what the applicant is like

functional conflict

is constructive and support the group's goals and performance

Equal Employment Opportunity Commission (EEOC)

job is to enforce anti discrimination and other employment related laws

employment tests

legally considered to consist of any procedure used in the employment selection decision process, even application forms, interviews, and educational requirements

internal recruiting

making people already employed by the organization aware of job openings

assessment center

management candidates participate in activities for a few days while being assessed by evaluators

storming stage

marked by conflict; ideas compete for consideration

performance tests (skills tests)

measure performance on actual job tasks

ability tests

measure physical abilities, strength and stamina, mechanical ability, mental abilities, and clerical abilities

behavioral appraisals

measure specific, observable aspects of performance- being on time for work, for instance- although making the evaluation is still somewhat subjective

personality tests

measure such personality traits as adjustment, energy, sociability, independence, and need for achievement

norming stage

members are beginning to share a common commitment to the purpose of the group, including its overall goals

two-tier wage contracts

new employees are paid less or receive lesser benefits than veteran employees have

During this stage of team development, a group sets guidelines about issues such as attendance and punctuality?

norming

adverse impact

occurs when an organization uses an employment practice or procedure that results in unfavorable outcomes to a protected class

workplace discrimination

occurs when people are hired or promoted - or denied hiring or promotion - for reasons not relevant to the job

dysfunctional conflict

on the other hand, is destructive and prevents the group from achieving its goals

labor unions

organizations of employees formed to protect and advance their members' interests by bargaining with management over job-related issues

examples of team bonding

physical activities, volunteering, field trips, shared meals, and professional development activites

job posting

placing information about job vacancies and qualifications on bulletin boards, in newsletters, and on the organization's intranet

interactionist view of conflict

proposes that conflict is necessary for a group to perform effectively

Behaviorally Anchored Rating Scale (BARS)

rates employee gradations in performance according to scales of specific behaviors

trait appraisals

ratings of such subjective attributes as attitude, initiative, and leadership

development

refers to educating professionals and managers in the skills they need to do their jobs in the future

training

refers to educating technical and operational employees in how to better do their current jobs

bullying

repeated mistreatment of one or more persons by one or more perpetrators; it is abusive physical, psychological, verbal, or nonverbal behavior that is threatening, humiliating, or intimidating

disparate treatment

results when employees from protected groups are intentionally treated differently

calibrator role

serves to keep the team on track and suggests needed changes to the team's process

performance management

set of processes and managerial behaviors that involve defining, monitoring, measuring, evaluating, and providing consequences for performance expectations

Contributor role

shares information. and expertise with the team

scanning the environment

situation analysis is and ongoing process, referred to as ________.

knowledge worker

someone whose occupation is principally concerned with generating or interpreting information, as opposed to manual labor

right-to-work laws

statutes that prohibit employees from being required to join a union as a condition of employment

What is the stage of team development that is characterized by the emergence of individual personalities/roles and conflicts within the group?

storming

job description

summarizes what the holder of the job does and how and why he or she does it

performing stage

teams are able to function as a unit as they find ways to get the job done smoothly and. effectively without inappropriate conflict or the need for external supervision

informal groups/teams

teams formed for the individual needs of the members

project teams

teams that are assembled to solve a particular problem or complete a specific task

formal groups/teams

teams that are established to achieve organizational goals

cross-functional teams

teams that are set up to include members from different functional areas of the organization, such as finance, sales, and operations

work teams

teams with a clear purpose that all members share; work towards specific goal

false

the company situation analysis has three steps

reliability

the degree to which a test measures the same thing consistently

group cohesiveness

the degree to which members are attracted to or loyal to the group

human capital

the economic or productive potential of employee knowledge, experience, and actions

social capital

the economic or productive potential of strong, trusting, and cooperative relationships

behavioral-description interview

the interviewer explores what applicants have actually done in the past

situational interview

the interviewer focuses on hypothetical situations

Compromising

the needs of both party's are partially satisfied

union security clause

the part of the labor-management agreement that states that employees who receive union benefits must join the union, or at least pay dues to it

mediation

the process in which a neutral third party, a mediator, listens to both sides in a dispute, makes suggestions, and encourages them to agree on a solution

abritration

the process in which a neutral third party, an arbitrator, listens to both parties in a dispute and makes a decision that the parties have agreed will be binding on them

recruiting

the process of locating and attracting qualified applicants for jobs open in the organization

selection process

the screening of job applicants to hire the best candidate

adjourning stage

the task is complete and the team is disbanded; emphasis on wrapping up

social loafing

the tendency for an individual to expend less effort when working with a group than individually

validity

the test measures what it purports to measure and is free of bias

Disciplining & Demotion

the threat of moving downward

givebacks

the union agrees to give up previous wage or benefit gains in return for something else

What happens if cohesiveness is TOO high?

there may be a tendency for groupthink

job analysis

to determine, by observation and analysis, the basic elements of a job

on-the-job training

training that takes place in the work setting as employees perform their job tasks

group

two or more freely acting individuals who share collective norms, collective goals, and have a common identity

Amazon's founder that the ideal team size can be fed by what?

two pizzas

task force

type of cross-functional team where employees from different departments are formed to deal with a specific activity

competitive analysis

when measuring the power of buyers in a market, you are performing which analysis?

threat of substitutes products and services

which of the following is one of the forces analyzed in competitive analysis?

assessment of competitive strength and identification of competitive advantage

within the company situation analysis, what step must be done right before the conclusion concerning competitive position?

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