MGT 331 EXAM 1 combined

Which of the following are ways that organizational behavior impacts individuals' success?

- Organizational behavior can help people be better managers. - Organizational behavior can help people be better employees. - Organizational behavior can help employees advance faster in their careers. - Organizational behavior can improve team effectiveness.

Steps in Managing Diversity Effectively

-Ensure top management commitment -Be aware of your own bias and closely held stereotypes -Strive to increase the accuracy of perceptions -Increase diversity awareness -Pay close attention to how organizational members are evaluated -Consider the numbers, under/over representation -Look at corporate communication for WASP bias -Stamp Out stereotypical, blatantly bias comments around the "water cooler" -Empower employees to challenge discriminatory behaviors, actions, and remarks -Reward employees for effectively managing diversity -Be willing to talk about things that make you uncomfortable -Encourage mentoring of diverse employees

Describe the Big Five personality traits

-Openness: a person's willingness to try new things and be open to new experiences (boring people would score low) -Conscientiousness: a person's organization and motivation (high scorers are careful with their belongings and being on time) -Extraversion: Extroverts vs. Introverts -Agreeableness: basic emotional style of a person (easygoing and friendly at high end of the scale, crabby at the low end) -Neuroticism: emotional instability (high score) or stability (low score)

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

1 to 52 weeks; 6 to 24 months First-line managers do operational planning, which means they determine how to accomplish specific tasks with available resources within the next 1 to 52 weeks. Tactical planning by middle management, where the managers determine what contributions their departments or similar work units can make with their given resources, must be done during every 6 to 24 months.

What does Employee Diversity provide?

1. A variety of points of view and approaches to problems and opportunities can improve managerial decision making. 2. Diverse employees can provide a wider range of creative ideas. 3. Diverse employees are more attuned to the needs of diverse customers. 4. Diversity can increase the retention of valued organizational members. 5. Diversity is expected/required by the marketplace

Steps to Eradicate Sexual Harassment

1. Develop (or enforce) and clearly communicate a sexual harassment policy endorsed by top management. 2. Use a fair complaint procedure to investigate charges of sexual harassment. 3. Take corrective action immediately. 4. Provide sexual harassment education and training to all organizational members, including managers, directors, top management, men, and women.

Fayol's Principles of Management

1. Division of Labor 2. Authority & Responsibility 3. UNITY OF COMMAND 4. LINE OF AUTHORITY 5. Centralization 6. UNITY OF DIRECTION 7. Equity 8. Order 9. Initiative 10. Discipline 11. Remuneration of Personnel 12. Stability of Tenure Personnel 13. Subordination of individual interests to the common interest 14. ESPRIT DE CORPS

Sexual Harassment Reminders

1. Offer employees alternative ways to report sexual harassment. Examples: email, in person, written grievance 2. Employees who report sexual harassment must have their rights protected. 3. Allegations of sexual harassment should be kept confidential. 4. Investigations of harassment charges and any disciplinary action should proceed in a timely manner. 5. Managers must protect employees from sexual harassment from any third-party employees (customers, for example).

Discuss the four principles of the scientific management

1. Replace rule-of-thumb work methods with methods based on scientifically studying the tasks using time-and-action studies. 2. Scientifically select, train, and develop all workers rather than leaving them to passively train themselves. 3. Managers provide detailed instructions and supervision to workers to ensure that they are following the scientifically developed methods. 4. Divide work nearly equally between workers and managers. Managers should apply scientific management principles to planning the work, and workers should actually perform the tasks.

Max Weber

1864-1920 Theory of Bureaucracy-> Developed five principles of bureaucracy: a) manager's authority derives from the position he holds b) positions are awarded based on merit c) positions are clearly specified d) there is a hierarchy in the organization e) managers create well-defined rules and operating procedures

Adam Smith

18th c. precursor to modern economics. "The Wealth of Nations" Analyzed performance in pin factories, increased productivity by developing JOB SPECIALIZATION & the DIVISION OF LABOR -> Found that this increased performance 24x.

chain retailer

2 or more locations

1) get as many of the targeted market into the store 2) convert these consumers into customers 3) perform the first 2 strategies at the lowest possible cost

3 basic strategies

population, social, economic

3 important types of trends that all retailers must monitor

Bias vs. Stereotype

A bias is a personal preference, like, or dislike. A stereotype is a preconceived idea that attributes certain characteristics to all the members of a class or set;

Theory

A collection of verbal and symbolic assertions that specify how and why variables are related, and the conditions under which they should and should not relate.

Merit pay plan

A compensation plan that bases pay on performance

Google estimates that the emissions of over 2,000 cars are prevented every day because of its free electric car charging stations, its employee shuttle, and its electric car-sharing program. This is an example of:

A corporate sustainability initiation

scrambled merchandising

A drugstore sells many things that it historically did not sell such as cosmetics, food, lotions, etc. The desire of drugstores to expand their sales by selling nondrug items is referred to as

Bureaucracy

A formal system of organization and administration designed to ensure efficiency and effectiveness

Top management team

A group composed of the CEO, the COO, the president, and the heads of the most important department

Self-managed team

A group of employees who assume responsibility for organizing, controlling, and supervising their own activities and monitoring the quality of the good and services they provide

Department

A group of people who work together and possess similar skills or use the same knowledge, tools, or techniques to perform their jobs

Human relations movement

A management approach that advocated the idea that supervisors should receive behavioral training to manage subordinates in ways that elicit their cooperation and increase their productivity

Top manager

A manager who establishes organizational goals, decides how departments should interact, and monitors the performance of middle managers.

First- time manager

A manager who is responsible for the daily supervision of non-managerial employees

Middle manager

A manager who supervises first-line managers and is responsible for finding the best way to use resources to achieve organizational goals

effectiveness

A measure of the appropriateness of the goals an organization is pursuing and the degree to which the organization achieves those goals.

Glass ceiling

A metaphor alluding to the invisible barriers that prevent minorities and women from being promoted to top corporate positions

allows a retailer to target its target market

A mobile app named Meetup Perks is allowing companies to reach consumers with what are essentially electronic "coupons." A strength of Meetup Perks over other location-based apps is that Meetup Perks

Attraction-Selection-Attrition Framework

A model that explains the role that founders' personal characteristics play in determining the organizational culture. Example: Founders of firms tend to hire employees whose personalities are similar to their own, which may or may not benefit the organization over the long-term.

Distributive Justice

A moral principle calling for fair distribution of pay, promotions, and other organizational resources based on meaningful contributions that individuals have made and not personal characteristics over which they have no control.

Procedural Justice

A moral principle calling for the use of a fair process to determine how to distribute outcomes to organizational members. Exists when managers carefully appraise a subordinate's performance, take into account any environmental obstacles to high performance, ignore irrelevant personal characteristics. Examples: Annual Employee reviews Promotion process Hiring / Firing process

Procedural justice

A moral principle calling for the use of fair procedures to determine how to distribute outcomes to organization members

Hertzberg's Motivator hygiene theory

A need theory that distinguishes b/w motivator needs (related to the nature of work itself) and hygiene needs (related to the physical and psychological context in which the work is performed) and proposes that motivator needs must be met for motivation and job satisfaction to be high.

Expectancy

A perception about the extent to which effort results in a certain level of performance.

Self-efficacy

A person's belief about his or her ability to perform a behavior successfully.

Corporate Social Responsibility

A person's beliefs regarding what is right or wrong in a given situation.

Ethics

A person's beliefs regarding what is right or wrong in a given situation.

Distributive justice

A persons perception of the fairness of the distribution of outcomes in an organization

Procedural Justice

A persons perception of the fairness of the procedures that are used to determine how to distribute outcomes in an organization

Mentoring

A process by which an experienced member of an organization provides advice and guidance to a less experienced member and helps the less experienced member learn how to advance in the organization and in his or her career

Mentoring

A process by which an experienced member of an organization provides advice and guidance to a less experienced member and helps them learn how to advance in the organization and in their career. A possible solution to improve diversity.

Unity of command

A reporting relationship in which an employee receives orders from, and reports to, only one superior

If Black Diamond were to begin focusing its business strategy on offering mountaineering tours with guides and support teams to promote outdoor tourism then this would be an example of

A service organization

McGregor's Theory X

A set of negative assumptions about workers leading to the conclusion that a manager's task is to supervise workers closely and control their behavior. The average worker is lazy, dislikes work, and will try to do as little as possible.

Theory X

A set of negative assumptions about workers that leads to the conclusion that a manager's task is to supervise workers closely and control their behavior

McGregor's Theory Y

A set of positive assumptions about workers leading to the conclusion that a manager's task is to create a work setting that encourages commitment to organizational goals and provides opportunities for workers to be imaginative and to exercise initiative and self-direction. Given the chance, employees will do what is good for the organization.

Theory Y

A set of positive assumptions about workers that leads to the conclusion that manger's task is to create a work setting that encourages commitment to organizational goals and provides opportunities for workers to be imaginative and exercise initiative and self-direction

Classical conditioning

A simple form of learning in which a conditioned response is linked with an unconditioned stimulus. In organizations, however, only simple behaviors and responses can be learned in this manner.

Meta-analysis

A statistical technique used to combine the results of many different research studies done in a variety of organizations and for a variety of jobs.

Unity of Command

A subordinate should have one and only one superior to whom he or she is directly responsible. On a hierarchic tree, there should be only one in the absolute command. One of Fayol's 14 Principles of Mgmt.

Meritocracy

A system in which the talented are chosen and moved ahead on the basis of their achievement.

Closed system

A system that is self-contained and thus not affected by changes occurring in its external environment

open system

A system that takes in resources from its external environment and converts them into goods and services that are sent back to that environment for purchase by customers

Open-Systems View

A system that takes resources from its external environment and transforms them into goods and services that are then sent back to that environment where they are bought by customers. This view encourages managers to look at external issues to better achieve organizational goals.

Equity theory

A theory of motivation that focuses on people's perceptions of he fairness of their work outcomes relative to their work inputs

goal-setting theory

A theory that focuses on identifying the types of goals that are most effective in producing high levels of motivation and performance and explaining why goals have these effects

Which of the following skill descriptions would be more important for hiring in the service sector compared to the manufacturing sector?

Ability to effectively interface with varied customers

Schema

Abstract knowledge structure stored in memory that allows people to organize and interpret information about a person, event, or situation. Influenced by your education, experience, social status, age, gender, etc.

demands that its suppliers do the same

According to our book, Wal-Mart became the largest retailer in the world due to the fact that Wal-Mart relentlessly cuts costs, improves operating efficiency and

In the Myers-Briggs framework, Elena is ISFJ. What would be the best job fit for her?

Accountant

Needs for Achievement, Affiliation, and Power

Achievement: Person likes to do challenging tasks and receive positive performance feedback. Good for 1st & middle managers. Affiliation: Person is concerned about what people think of them, want to maintain good personal relationships. Good for 1st & middle managers. Power: Person desires to control or influence others. Good for CEO, COO, CFO, etc.

Title VII of the Civil Rights Act

Act prohibiting discrimination in employment decisions on the basis of race, religion, sex, color, or national origin. Covers a wide range of employment decisions including hiring, firing, pay, promotion, and working conditions.

Equal Pay Act

Act requiring men and women need to be paid equally

Mr. Jones, the department manager, told his employees that he wanted them to write down their work goals for the year. To help his workers achieve their stated goals, the next thing that he should ask for are each worker's ____. action plan code of ethics personal vision business plan values

Action Plan The goal should be followed by an action plan, which defines the course of action needed to achieve the stated goal, such as a marketing plan or sales plan.

Human Relations Movement

Advocates that supervisors be behaviorally trained to manage subordinates in ways that elicit their cooperation and increase productivity. Business is a social environment, people shouldn't be treated as an extension to the machine if we want to be as effective and efficient as we can.

Sources of Diversity

Age Gender Race Ethnicity Religion Sexual Orientation Socio-economic background Capabilities/disabilities Education Experience Physical appearance Other characteristics (language, political thought, body type, etc.)

Increasing conscientiousness and knowledge counteract some of the negative effects of ___________ that result from reductions in information processing speed and motivation to learn.

Aging

Gardner's theory of multiple intelligences suggests that assessment of abilities should measure ____________________, not just linguistic and logical-mathematical, as is commonly done (e.g., in college admissions tests like the ACT, SAT, GMAT, and GRE).

All forms of intelligence

Unity of Direction

All team members involved in the same activities must share the same objective. Employees work toward a common goal using the same plan to reach the shared objective. One of Fayol's 14 Principles of Mgmt.

Glass Ceiling

Alludes to the invisible barriers that prevent minorities and women from being promoted to top corporate positions.

Schema

An abstract knowledge structure that is stored in memory and makes positive the interpretation and organization of information about a person, event, or situation.

Management science theory

An approach to management that uses rigorous quantitative techniques to help managers make maximum use of organizational resources.

Job Satisfaction

An attitude; a collection of feelings and beliefs that managers have about their current jobs. Levels of satisfaction tend to increase as managers move up in the organization's hierarchy.

Justice Rule

An ethical decision distributes benefits and harms among people and groups in a fair, equitable, and impartial way.

Utilitarian Rule

An ethical decision is a decision that produces the greatest good for the greatest amount of people.

Practical Rule

An ethical decision is one that a manager has no hesitation or reluctance about communicating to people outside the company because the typical person would think it is acceptable.

Moral Rights Rule

An ethical decision is one that best maintains and protects the fundamental or inalienable rights and privileges of the people affected by it. Think "Golden Rule."

A system

An interrelated set of elements that function as a whole.

Mechanistic structure

An organizational structure in which authority is centralized, tasks and rules are clearly specified, and employees are closely supervised

Organic structure

An organizational structure in which authority is decentralized to middle and first-line managers and tasks and roles are left ambiguous to encourage employees to cooperate and respond quickly to the unexpected.

Explain how organizations are open systems

An organizational system receives four kinds of inputs from its environment: material, human, financial, and informational. The organization's managers then combine and transform these inputs and "return" them to the environment in the form of products or services, employee behaviors, profits or losses, and additional information. Then the system receives feedback from the environment regarding these outputs.

Self-reinforcer

Any desired or attractive outcome or reward that a person gives to himself or her self for good performance

Organizational behavior modification (OB MOB)

Application of operant conditioning techniques to promote the performance of organizationally functional behaviors and discourage the performance of dysfunctional behaviors

Obstructionist Approach

Approach to Social Responsibility. Companies choose not to behave in a socially responsible way and behave unethically and illegally. Example: Dumping of manufacturing waste directly into ground behind the plant

Leading

Articulating a clear vision of energizing and enabling organizational members so they understand the part they play in achieving organizational goals; one of the four principal tasks of management

A group of 21 Pacific Rim countries whose purpose is to improve economic and political ties is known as the ____. GATT Asia-Pacific Economic Cooperation Association of Southeast Asian Nations EU Pacific Economic Cooperation

Asia-Pacific Economic Cooperation Founded in 1989, the Asia-Pacific Economic Cooperation (APEC) is a group of 21 Pacific Rim countries whose purpose is to improve economic and political ties. Most countries with a coastline on the Pacific Ocean are members of the organization, although there are a number of exceptions. APEC members, which include the United States, Canada, and China, work to reduce tariffs and other trade barriers across the Asia-Pacific region.

________________________ a group of 21 Pacific Rim countries whose purpose is to improve economic and political ties Asia-Pacific Economic Cooperation (APEC) Association of Southeast Asian Nations (ASEAN) Mercosur

Asia-Pacific Economic Cooperation (APEC)

Quid pro quo Sexual harassment

Asking for or forcing an employee to perform sexual favors in exchange for receiving some reward or avoiding negative consequences.

Quid Pro Quo Sexual Harassment

Asking for or forcing an employee to perform sexual favors in exchange for receiving some reward or avoiding negative consequences. Literal translation: "this for that"

________________ is a trading bloc consisting of 10 countries in Asia Asia-Pacific Economic Cooperation (APEC) Association of Southeast Asian Nations (ASEAN) Mercosur

Association of Southeast Asian Nations (ASEAN)

Karen knows that her boss's request that she shred the pile of documents is unethical and possibly even illegal given the legal investigation but she shreds them anyway, because her boss requested it. This suggests that Karen is probably high in this personality trait. What is the personality trait?

Authoritarism

Organic Structure

Authority is decentralized. Departments are encouraged to collaborate with each other. Cross-functional teams are formed. Good for organizations in changing environments.

Intrinsically motivated behavior

Behavior that is performed for its own sake

Extrinsically motivated

Behavior that is performed to acquire material or social rewards or to avoid punishment

Pro socially motivated

Behavior that is performed to benefit or help others

Greg, the IT manager, feels that his employees lack the motivation to consistently meet department goals; therefore, the approach Greg and his supervisors need to take to better understand human actions to motivate their employees toward achievement is the ____ viewpoint. attitude scientific classical behavioral synergy

Behavioral The behavioral viewpoint emphasized the importance of understanding human behavior and of motivating employees toward achievement.

Organizational Citizenship Behaviors

Behaviors that are not required of organizational members but that contribute to and are necessary for organizational efficiency, effectiveness, and competitive advantage. Going "above and beyond" the duty required.

B-Corp

Benefit corp; uses triple bottom line to measure success. Local examples: Gazelle Sports, Essence, 616 Lofts, Brewery Vivant.

Moods vs. Emotions

Both encompass how managers actually feel when they are managing. Mood: A feeling or state of mind. Emotions: More intense than a mood; tend to be shorter-lived.

Practical Decision Model (ethics)

Can I answer "YES" to each of the following questions? 1. Does my decision fall within the acceptable standards that apply in business today? 2. Am I willing to see the decision communicated to all people and groups affected by it? 3. Would the people with whom I have a significant personal relationship approve of the decision? If so, then likely ethical.

Attitudes

Captures managers' thoughts and feelings about their specific jobs and organizations.

______________ involves the United States and Costa Rica, the Dominican Republic, El Salvador, Guatemala, Honduras, and Nicaragua Asia-Pacific Economic Cooperation (APEC) Central America Free Trade Agreement (CAFTA-DR) Association of Southeast Asian Nations (ASEAN) Mercosur

Central America Free Trade Agreement (CAFTA-DR)

Manufacturers, Whole-salers, Retailers, Consumers

Channel of Distribution:

Chapter 1

Chapter 1

Chapter 2

Chapter 2

Chapter 3

Chapter 3

Chapter 4

Chapter 4

Collectivism

Characterized by tight social frameworks in which people tend to base their identities on the group or organization to which they belong

China and South Korea emphasize group and family goals over individuals' needs or desires. This is an example of ___________.

Collectivism

Stories

Communicate organizational culture. Stories are far more memorable than posters, lectures, or seminars. Stories reveal behaviors that are valued by the organization.

The hallmark of great civilizations has been great systems of ____. leadership laws diversity communications manufacturing

Communications

Defensive Approach

Companies and managers stay within the law and strictly abide by legal requirements but make no attempt to exercise social responsibility. Example: Transport manufacturing waste into country landfill up to the limits allowed

Accommodative Approach

Companies behave legally and ethically and try to balance the interests of different stakeholders against one another so that the claims of stockholders are seen in relation to the claims of other stakeholders. Example: "Going Green" makes business sense.

ABC Manufacturing employs some of the top professionals in its field, and because of their skills and experience, ABC is highly efficient and outperforms its competitors. ABC Manufacturing has a(n) ____ over its competition. synergistic advantage competitive advantage collaborative advantage effectiveness advantage quality mark

Competitive Advantage Competitive advantage is the ability of an organization to produce goods or services more effectively than competitors do, thereby outperforming them.

According to Michael Porter, to have a __________________ a company must ultimately be able to give customers superior value for their money (a combination of quality, service, and acceptable price)—either a better product that is worth a premium price or a good product at a lower price can be a source of competitive advantage.

Competitive advantage

When Mark Zuckerberg came up with the idea for Facebook and decided to make a company to pursue the idea, he relied most heavily on his __________ skills.

Conceptual

Identifying a new business area that GE can successfully pursue, is what type of skill?

Conceptual skill

Derek serves on the board of directors for a furniture company. He is also the CEO of a timber company attempting to secure a contract with the furniture company. What situation does this example represent?

Conflict of interest

Outsourcing

Contracting with another company, usually abroad, to have it perform an activity the organization previously performed itself.

Rosa needs to hire a team to develop an online learning platform. She believes the best learning style for this task will be strong technical skills but not necessarily interpersonal skills. What type of people should Rosa hire?

Convergers

Which term describes a business that is living and working together for the common good and valuing human dignity?

Corporate social responsibility

Walmart decided to compete by negotiating the lowest possible prices with its suppliers and maximizing the efficiency of its supply chain. Identify the business strategy illustrated

Cost leadership

Joaquin can solve problems and uses his learning to find solutions to practical issues. He prefers technical tasks, and is less concerned with people and interpersonal aspects of problems. What would Joaquin's learning style be according to the Kolb Learning Style Inventory?

Coverger

The International Organization of Standardization

Created a variety of standards that help organizations gain international acceptance of their practices and outcomes

Starbucks is primarily following a specialization strategy and focuses on a narrow set of beverage and food products. What would the organization's focus need to be to execute each strategy?

Creating customer loyalty through operational flexibility and employees' knowledge about their customers

Exinction

Curtailing the performance of dysfunctional behaviors by eliminating whatever is reinforcing them

Chipotle Mexican Grill lets customers choose the exact ingredients they want on their burritos. Identify the business strategy illustrated

Customer Intimacy

Bob wants to get a lot more information before deciding which new machine to buy for the business. His partner Ken is frustrated because he is willing to make a decision now. Identify the type of diversity

Deep-level diversity

Your region has many supermarket bakeries, but there aren't any niche cafes offering superior coffee and home-baked goods using local, organic ingredients. You decide to open such a business. Based on these factors, which types strategic behaviors would help assure that your small enterprise specializes and thrives?

Deliver unique products and services

Values

Describes what managers try to achieve through work and how they think they should behave.

Rites of Passage

Determine how individuals enter, advance within, or leave the organization. Example: CNE Award

Organizational Culture

Determined and shaped by values and norms managers promote. The shared set of beliefs, expectations, values, norms, and work routines that influence how individuals, groups, and teams interact with one another and cooperate to achieve organizational goals. When organizational members share an intense commitment to cultural values, beliefs, and routines a strong organizational culture exists. Local examples of strong cultures: Haworth - N.I.H. Perrigo - Low Conflict BDO - Hard Work Gordon Food Service - Morality

When Marissa Mayer became CEO of Yahoo and tried to identify how to turn around the ailing company she relied heavily on her _________ skills.

Diagnostic

Figuring out why the number and quality of job applicants is falling at IBM and figuring out what to do about it, is what type of skill?

Diagnostic skill

The Gilbreths

Disciples of F.W. Taylor. Applied and refined Taylor's work. Used film to further refine movements and improve time & motion. Used their own children and family as testing laboratory.

Describe the five learning style orientations

Discovery: exploration during learning (interaction activities) Experimental: hands-on approach (action activities) Observational: demonstrations and diagrams Structured: subjective assessments (taking notes) Group learning

Covert Discrimination

Disguised and subtle, rather than public or obvious. Discriminates against individuals through often unnoticeable or seemingly passive methods. Covert, racially biased decisions are often hidden or rationalized with an explanation that society is more willing to accept. Covert racism often works subliminally; much of the discrimination is being done subconsciously.

The finance team has five members, but only Alex is able to make binding decisions for the team. Identify the type of diversity

Disparity diversity

Diversity

Dissimilarities or differences among people due to age gender, race, ethnicity, religion, sexual orientation, socioeconomic background, education, experience, physical appearance, capabilities/disabilities, and any other characteristic that is used to distinguish between people

People who are superior in generating alternative hypotheses and ideas and who tend to be imaginative and people- or feeling-oriented are known as __________.

Divergers

Restructuring

Downsizing in organization by eliminating the jobs of large numbers of top, middle, and first-line managers, and non-managerial employees.

Ryan steals $1,000 from the company. What behavior is this an example of?

Dysfunctional behavior

The trading bloc consisting of 28 trading partners in Europe is the ____. Eastern Union Atlantic-Mediterranean Union APEC European Union GATT

EU

Efficiency vs. Effectiveness

Efficiency: A measure of how well or how productively resources are used to achieve a goal. Effectiveness: A measure of the appropriateness of the goals an organization is pursuing and the degree to which the organization achieves those goals.

David is self-aware, manages his emotions, expresses empathy for others, and possesses social skills. He has high __________.

Emotional intelligence

Types of Company Stakeholders

Employees Stockholders Managers Customers Community, society, and nation-state Suppliers & Distributors

Given current demographic trends, which of the following is NOT a strategy companies would use to gain a competitive advantage through promoting diversity?

Encourage older workers to retire

Under the systems perspective, which of the following is NOT an output that managers generate from the four inputs of materials, human resources, financial resources, and information?

Environment stewardship

Managers who believe that their native country, culture, language, and behavior are superior to all others are ____ managers. maquiladoras geocentric polycentric ethnocentric diverse

Ethnocentric Ethnocentric managers believe that their native country, culture, language, and behavior are superior to all others. Ethnocentric managers tend to believe that they can export the managers and practices of their home countries to anywhere in the world and that they will be more capable and reliable than the native managers.

When Maja was assigned to work in Russia she expected her employees to be less professional and less fluent in English than she was. She was very surprised to learn that her Russian counterparts were just as competent as her. What is the barrier to inclusion?

Ethnocentrism

____________ consists of 28 trading partners in Europe.

European Union

Controling

Evaluating how well an organization is achieving its goals and taking action to maintain or improve performance; one of the four principal tasks of management

Which of the following is the primary competitive advantage Costco has over Sam's Club, its closet competition?

Excellent customer experience

Underpayment inequity

Exists when a person perceives that his or her own outcome- input ratio is less than the ratio of a referent

Over payment

Exists when a person perceives that his or her own outcome-input ratio is greater than the ratio of a referent

When Mia didn't get promoted, she told her friend that it was because her boss was just playing favorites. Mia's explanation indicates that she is likely high in _______________.

External locus of control

Your employee, Steve, has a habit of telling jokes that are sometimes funny but too often inappropriate for the workplace. If you want Steve to stop telling these jokes, what kind of response would be your best choice?

Extinction

Big Five Personality Traits

Extraversion Negative Affectivity Agreeableness Conscientiousness Openness to Experience **(any strength overused becomes a weakness)

A business plan is a tool used by the federal government to determine how to strengthen the business sector through macroeconomics and microeconomics. True False

False A business plan is a document that outlines a proposed firm's goals, the strategy for achieving them, and the standards for measuring success.

Mintzberg proposed that managers utilize written communication more than verbal communication. True False

False A manager relies more on verbal than on written communication. Writing letters, memos, and reports takes time. Most managers in Mintzberg's research tended to get and transmit information through telephone conversations and meetings.

During the annual planning meeting, Alexandria, president of a Fortune 500 company, discussed with the upper management the strategic goal of expanding company operations across the globe. This long-term vision by Alexandria is an example of e-commerce. True False

False A multinational corporation, or multinational enterprise, is a business firm with operations in several countries. E-commerce, or electronic commerce, is the buying and selling of products and services through computer networks

A social audit is a systematic assessment of employee happiness within a company. True False

False A social audit, a systematic assessment of a company's performance in implementing socially responsible programs, often based on predefined goals.

Abraham Maslow said that all customers and their needs are equal in importance. True False

False Abraham Maslow said that some needs must be satisfied before others, and proposed his famous hierarchy of human needs: physiological, safety, love, esteem, and self-actualization.

In discussing Americans as global citizens, Keith Reinhard from the nonprofit group Business for Diplomatic Action said, "Globally, Americans are viewed by the world as quiet humanitarians striving for equality and accord." True False

False Americans "are seen throughout the world as an arrogant people, totally self-absorbed and loud," says Keith Reinhard, former head of advertising conglomerate DDB Worldwide who is leading an effort to reverse that through a nonprofit group called Business for Diplomatic Action.

A closed-ended system continually interacts with its environment, so it receives feedback from the outside environment. True False

False An open system continually interacts with its environment, so it receives feedback from the outside environment. A closed system has little interaction with its environment; that is, it receives very little feedback from the outside.

Behavioral science includes the fields of psychology, marketing, accounting, and geology. True False

False Behavioral science relies on scientific research for developing theories about human behavior that can be used to provide practical tools for managers. The disciplines of behavioral science include psychology, sociology, anthropology, and economics.

Tom, the CEO of a large landscaping company, has been studying an article in a business publication that instructs managers how to increase profits through boosting worker efficiency. This is the aim of corporate social responsibility, which states that it is the responsibility of corporations to be profitable even if the other goals in the community are not met. True False

False Corporate social responsibility (CSR) is the notion that corporations are expected to go above and beyond following the law and making a profit to be a good corporate citizen and benefit interests of society.

Central American farmers sell their produce to American customers at a price that is above the price charged by American companies to increase the price of the American products, this is an example of dumping. True False

False Dumping is the practice of a foreign company exporting products abroad at a lower price than the price in the home market, or even below the costs of production, to drive down the price of the domestic product.

After customers buy a computer or receive service from Top Computers and Service, a service representative contacts each customer to conduct a survey. The survey information is a form of output. True False

False Feedback is information about the reaction of the environment to the outputs, which affects the inputs.

Free trade is when companies offer their goods and services at little or no cost to consumers through bartering, coupons, and donations to enter a new market or with business start-ups. True False

False Free trade is the movement of goods and services among nations without political or economic obstruction.

Mintzberg concluded that managers play three broad types of roles: interpersonal, analytical, and critical. True False

False From his observations and other research, Mintzberg concluded that managers play three broad types of roles or "organized sets of behavior:" interpersonal, informational, and decisional.

The planning/control cycle is an order planning system in which employees work with customers to plan orders and discuss delivery times. True False

False In the planning/control cycle, managers take corrective action by correcting deviations in the plan being carried out or by improving future plans (see Figure 5.5).

When Greg meets regularly with his workers to provide encouraging words so that they work hard to achieve the company's goals, he is engaged in the management function of controlling. True False

False Leading is defined as motivating, directing, and otherwise influencing people to work hard to achieve the organization's goals.

There are two levels of management in an organization: top and first-line. True False

False Managers of an organization may be classified into four levels: top, middle, first-line, and team leaders.

Max Weber believed that a company that is a bureaucracy never achieves a competitive advantage because it is inefficient and is plagued with management problems. True False

False Max Weber believed that a bureaucracy was a rational, efficient, ideal organization based on principles of logic.

Tom and Susan, a young couple, are in need of assistance after Tom lost his job as a manager. Receiving unemployment payments and food stamps from the government are examples of philanthropy. True False

False Philanthropy is making charitable donations to benefit humankind.

Quantitative management emphasizes the use of accounting to provide the needed internal controls related to inventory. True False

False Quantitative management emphasizes the application to management of quantitative techniques, such as statistics and computer simulations.

There is little proof that writing out goals helps an individual feel more confident and energetic when entering a new group. True False

False Research suggests that writing about two paragraphs outlining your goals will help you feel more confident and energetic when entering a new group.

When individuals or groups are in the process of purchasing a company, this action is known as being a stakeholder. True False

False Stakeholders are the people whose interests are affected by an organization's activities.

The American research committee that promoted one world government and one world economy was known as the GLOBE project. True False

False The GLOBE project is a massive and ongoing cross-cultural investigation of nine cultural dimensions involved in leadership and organizational processes.

The managers of a restaurant have decided to utilize the Hawthorne effect to increase productivity, which means using cameras to film employees at work in order to isolate the parts of a job. True False

False The Hawthorne effect theorized that employees worked harder if they received added attention; if they thought that managers cared about their welfare and that supervisors paid special attention to them.

The board of directors are elected by the employees. True False

False The board of directors are elected by the stockholders.

The management functions are sometimes called the six management parts. True False

False The four management functions are planning, organizing, leading, and controlling. They are also called the management process.

Don feels that inefficiency is the cause of increased costs in his production facility. Therefore, he is interested in making improvements in his factory by utilizing all components of a system, which include design, inputs, production processes, outputs, sales, and feedback. True False

False The four parts of a system are inputs, outputs, transformational processes, and feedback (see Figure 2.3).

The human relations movement was based on increasing sales by utilizing improved marketing and customer service techniques with customers. True False

False The human relations movement proposed that better human relations could increase worker productivity.

Internal stakeholders include the owners, board of directors, customers, suppliers, distributors, and the community. True False

False The internal stakeholders consist of employees, owners, and the board of directors, if any.

Theory Y managers are pessimistic and have a negative view of employees. This type of manager believes that workers are irresponsible, lack ambition, and hate work. True False

False Theory X represents a pessimistic, negative view of workers. In this view, workers are considered to be irresponsible, to be resistant to change, to lack ambition, to hate work, and to want to be led rather than to lead.

Which of the following factors did W. Edwards Deming believe should be removed from the workplace?

Fear

Employee stock option

Financial instrument that entitles the bearer to buy shares of an organization's stock at a certain price during a certain period or under certain conditions.

As organizations strive to obtain a competitive advantage, taking care of the customer is the__________. synergy focus Employee Rule first law of business Golden Marketing Rule Profit-Generating Code

First Law of Business

With a _______ schedule, desired behavior is reinforced after a specified number of correct responses—for example, receiving pay bonuses for every ten error-free pieces made per hour. Fixed-ratio schedules produce a high, consistent rate of responding with desired behaviors, which is the goal.

Fixed-ratio

Salience Effect

Focus attention on individuals who are conspicuously different. "Women theologians."

Learning theories

Focus on increasing employee motivation and performance by linking the outcomes that employees receive to the performance of desired behaviors and the attainment of goals

Specialization strategy

Focuses on a narrow market segment or niche and pursuing either a differentiation or cost leadership strategy within that market segment.

Equity theory

Focuses on people's desire to be treated with what they perceive as equity and to avoid perceived inequity. It is based on the relatively simple premise that people in organizations want to be treated fairly. Some response to a perceived inequity are to demand a pay raise, seek additional avenues for growth and development, or even resort to stealing as a way to "get more" from the organization.

A firm decides to specialize in designing new and innovative apps for the iPhone and to outsource their production. What would the organization's focus need to be to execute each strategy?

Focusing on innovation, problem solving, and teamwork

Which of the following was a primary cause of the decline of the manufacturing sector in the United States during the 1970s?

Foreign competition

Ceremonies and Rites

Formal events that recognize incidents of importance to the organization as a whole and to specific employees. Rites of Passage, Integration, and/or Enhancement.

Rules

Formal written instructions that specify actions to be taken under different circumstances to achieve specific goals

The father of scientific management is _____. Abraham Maslow Tom Gallagher Frederick Taylor Frank Gilbreth Peter Drucker

Frederick Taylor

Donna, vice president of finance, and Bob, vice president of human resources, are ____ managers. board lower-level advisory team functional

Functional A functional manager is responsible for just one organizational activity.

The trend of the world economy toward becoming a more interdependent system is known as ____. polycentricity geocentricity expropriation globalization diversity

Globalization Globalization is the trend of the world economy toward becoming a more interdependent system.

When Switzerland's Nestlé expanded internationally because its domestic market was too small to allow it to grow. This is an example of ____________.

Globalization.

net sales minus the cost of goods sold

Gross margin is

net sales - cost of goods sold

Gross margin=

Organizational Ethics

Guiding practices and beliefs through which a particular company and its managers view their responsibility toward their stakeholders. Especially important for top managers. Example: C/D/H Core Values: 1. Genuine Commitment 2. Unquestionable Fairness

Social learning theory

How learning and motivation are influenced by people's thoughts and beliefs and their observations of other people's behavior

The father of industrial psychology is ________. Abraham Maslow Hugo Munsterberg Frederick Taylor Frank Gilbreth Tom Gallagher

Hugo Munsterberg Hugo Munsterberg has been called the father of industrial psychology. His ideas led to the field of industrial psychology, the study of human behavior in workplaces, which is still taught in colleges today.

Which of the following is an early perspective on motivation that suggested fostering a false sense of employees' inclusion in decision making would boost job performance?

Human relations approach

Written predictions specifying expected relationships between certain variables are known as ________.

Hypothesis

Which of the following employee behaviors are associated with effective management?

Identification with the company

The two-factor theory

Identifies motivation factors, which affect satisfaction, and hygiene factors, which determine dissatisfaction. Herzberg recommended that managers first try to eliminate situations that cause dissatisfaction, which Herzberg assumed to be the more basic of the two dimensions. Once a state of no dissatisfaction exists, trying to improve motivation further through hygiene factors is a waste of time. At that point, the motivation factors should be improved.

planning

Identifying and selecting appropriate goals; one of the four principal tasks of management

International Fabric buys products for its customers from over 30 countries. The retailer is an example of a company that ____. offshores outsources barters imports exports

Imports When importing, a company buys goods outside the country and resells them domestically.

Valence

In expectancy theory, how desirable each of the outcomes available from a job or organization is to a person.

Instrumentality

In expectancy theory, perception about the extent to which performance results in the attainment of outcomes

Situational perspective

In most organizations, situations and outcomes are influenced by other variables.

Resources

Include people, skills, know-how and experience, machinery, raw materials, computers and IT, patents, financial capital, and loyal customers and employees. NOT competitors, suppliers, or ancillary parallel companies.

What do we call personal attributes that vary from one person to another?

Individual differences

Describe each of Hofstede's cultural dimensions and the impact on management

Individualism: people in a culture define themselves primarily as individuals rather than as part of one or more groups or organizations Collectivism: tight social frameworks in which people tend to base their identities on the group or organization to which they belong Power distance: people accept as normal an unequal distribution of power Uncertainty avoidance: people feel threatened by unknown situations and prefer to be in clean and unambiguous situations Masculinity: dominant values

Internationalism

Individuals and situations interact continuously to determine individuals' behavior.

This course focuses on how organizations and the behaviors of the people who comprise them all function within the context of an environment. What is the primary focus on part 2, 3, and 4 of the text, respectively?

Individuals, groups, and teams, leadership

The manner in which individuals organize facts and data during learning is known as __________.

Information processing capacity

The owners of a local restaurant routinely try to develop new menu items and seek better ways of helping their customers; this is an example of ___. innovation efficiency MBO synergy the production objective

Innovation Finding ways to deliver new or better goods or services is called innovation. No organization, for-profit or nonprofit, can allow itself to become complacent, especially when rivals are coming up with creative ideas. "Innovate or die" is an important adage for any manager.

Pete invests $1 million in new robots to improve the efficiency of Mattel's toy manufacturing process. OB illustrated by the situation being described.

Inputs

The Johnsons decided to beautify their home by investing in landscaping. While doing this, they dealt with employees from various departments of the landscaping company, including a sales representative, a designer, the individuals who oversaw and did the work, the office and billing personnel, and also the maintenance personnel. Using the systems perspective, the people required to provide the landscaping services are considered ______. feedback transformational processes outputs inputs structure

Inputs Inputs are the people, money, information, equipment, and materials required to produce an organization's goods or services. Whatever goes into a system is an input.

According to Victor Vroom, the belief that performance will result in obtaining a particular reward is known as __________.

Instrumentality

Organizational behavior is defined as the study of three interrelated areas, one of which is the __________.

Interface between individuals and organization.

Pete often volunteers for extra assignments and developmental opportunities to improve his chances of earning a promotion. On the other hand, Lucy believes that if she is meant to get promoted it will happen, and if not, she is just unlucky. Compared to Lucy, Pete is likely higher in this personality trait. What is the personality trait?

Internal locus of control

Strong job satisfaction, greater task motivation, and better social integration at work all tend to be traits associated with __________.

Internal locus of control

Locus of Control

Internal: "Things happen in my world because I make them happen. I'm the one in control of my own destiny." External: "Things happen in my world that are beyond my control. Things happen to me, my actions don't make much difference." Tough to change; basically born with it.

_______________ designed to assist in smoothing the flow of money between nations Trading Bloc World Trade Organization International Monetary Fund World Bank

International Monetary Fund (IMF)

When Pedro tries to persuade his teammates to increase their production rate he is most heavily relying on his ________ skills.

Interpersonal

Within Odyssey Adventures, Ramon is known as an expert in the hotels, restaurants, and amenities at various luxury destinations. Because he is enthusiastic and knowledgeable, he is highly encouraging clients to extend their vacation plans with add-on packages and upgraded experiences. Which management skill does this ability best demonstrate?

Interpersonal skills

Cost leadership strategy

Involves striving to be the lowest-cost producer for a particular level of product quality. For Walmart, this means not only negotiating for low prices but also maximizing the efficiency of the supply chain to keep distribution costs low.

Extinction

Involves the removal of any reinforcement (positive or negative) following the undesirable behavior to decrease the likelihood of that behavior.

Positive reinforcement

Involves the use of rewards to increase the likelihood that a desired behavior—high performance, for instance—will be repeated. Extinction involves the removal of other reinforcement (positive or negative) following the incidence of the behavior to be extinguished to decrease the likelihood of that behavior being repeated.

Marta is a civil engineer working on a water development project. Based on the concept of power distance, where is she most likely to live if she is inclined to make independent decisions in order to finish a project successfully?

Israel

Developing new ways to hire and train employees and paying them higher wages can result in which of the following benefits?

It can result in better retention of employees

Which of the following is true about global mindset?

It combines cultural intelligence and a multinational business orientation.

Robert owns a manufacturing business and tends to hire young men because he believes they're better able to manage the equipment and tend to understand the technology better. How is his attitude a barrier to inclusion?

It represents a stereotyped belief

Why is it important for managers to understand that Hawthorne effect?

It showed that people improve their performance when they know they're being observed

Technical Skills

Job-specific skills required to perform a particular type of work or occupation at a high level.

Hawthorne Effect

Key findings of study: Workers' attitudes toward their work mattered! A manager's behavior or leadership approach can affect workers' level of performance.

Charles Schwab believes that client relations are a key to its success. If Kim, one of their investment specialists, doesn't believe that her psychological contract with Schwab is equitable, what might be the results?

Kim might ask for a pay raise

Overt Discrimination

Knowingly and willingly denying diverse individuals access to opportunities and outcomes in an organization

Overt Discrimination

Knowingly and willingly denying diverse individuals access to opportunities and outcomes in an organization. Many people are too politically savvy to participate in overt discrimination. Prevalent or accepted in some cultures; Examples: Japanese women in the workplace, Saudi Arabia theocracy, India's caste system of social hierarchy

What challenges do managers face in managing knowledge workers?

Knowledge workers require extensive and highly specialized training and its a big capital investment. Compensation and related policies are have to be specifically tailored.

Jeweler Tiffany & Co. is following a differentiation strategy and wants to charge a high price for high quality jewelry. What would the organization's focus need to be to execute each strategy?

Leadership that develops and supports a customer service culture, and rewards tied to great customer service

As you sit at your desk on your first day back after a rejuvenating vacation to the Caribbean, you bring your mind back to your work as the head of a beverage bottling plant. You have a lot of work to catch up on, and need to prioritize what is most important to address today. Because the recent loss of a long-term client account has dampened the morale of your employees you decide to spend an hour walking around your unit motivating and thanking your team for their continued contributions to the plant. Which of the following basic management functions did you just engage in?

Leading

Bill Owen's team at Lamar Advertising recently lost a big account and team morale has fallen. Bill decides to treat his employees to lunch and give them a pep talk to show his appreciation and to let them know that he believes in the team. Identify the managerial function illustrated

Leading

contientiousness

Less conscientious people may be prone to missing deadlines, being unorganized, and being generally less dependable. In general, research suggests that higher conscientiousness is often a good predictor of performance for many jobs.

Rites of Enhancement

Lets organizations publicly recognize and reward employees' contributions and thus strengthen their commitment to organizational values. Example: Monthly "Atta-Boy" Awards.

Other Personality Traits

Locus of Control Self-Esteem Achievement, Affiliation, Power

You were recently promoted to a management position at a large department store. One of your new responsibilities is recruiting and hiring people for various positions in the store. You decide to take a close look at some of the jobs that you will be hiring for in the next month to identify what types of people to recruit and hire. Because the Accountant position requires someone with strong quantitative skills, what type of intelligence will you be looking for to fill this position?

Logical-mathematical intelligence

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 results is known as ____. MBAO observation theory strategic planning an employee-management agreement MBO

MBO Management by objectives (MBO) is a four-step process for motivating employee performance.

Controlling

MEASURE. The outcome of the control process is the ability to measure performance accurately and regulate organizational efficiency and effectiveness. Managers must decide which goals and how to measure them. Measurements tell them if they are on track to achieve their plan or not.

Jun is unwilling to sacrifice her friendships at work just to try to get a promotion. She is also uncomfortable manipulating others and is unwilling to lie to get ahead. Jun is likely low in this personality trait. What is the personality trait?

Machiavellianism

High ___________ manipulate and exploit others to advance their personal agendas, which is the foundation of bullying.

Machiavellians

By its very nature, __________ requires an understanding of human behavior to help managers better comprehend behaviors at different organizational levels, at the same organizational level, in other organizations, and in themselves.

Management

High Efficiency, Low Effectiveness

Manager chooses inappropriate goals, but makes good use of resources to pursue these goals. Result: A high-quality product that customers do not want. Examples: U.S. Postal Service, all-you-can-eat Chinese food

Low Efficiency, High Effectiveness

Manager chooses the right goals to pursue, but does a poor job of using resources to achieve these goals. Result: A product that customers want, but that is too expensive for them to buy. Examples: Healthcare, Tesla electric cars, Starbucks

Low Efficiency, Low Effectiveness

Manager chooses wrong goals to pursue and makes poor use of resources. Result: A low-quality product the customers do not want. Examples: Textbooks, political conventions, Federal Government

Proactive Approach

Managers actively embrace the need to behave in socially responsible ways and go out of their way to learn about the needs of different stakeholder groups and are willing to use organizational resources to promote the interests not only of stockholders but also of the other stakeholders such as their employees and communities. Example: Annual goal to reduce waste by 10% each and every year and sponsor training conference for themselves and their competitors in the industry to do the same.

High Efficiency, High Effectiveness

Managers choose the right goals to pursue and makes good use of resources to achieve these goals. Result: A product that customers want at a quality and price that they can afford. Examples: Google Search, over-the-air TV, geothermal heat

Organizational Environment Theory

Managers control the organization's relationship with the external environment, which consists of a set of forces & conditions that operate beyond the organization's boundaries but affect a managers' ability to acquire and utilize resources.

Closed-Systems View

Managers focus on internal operations primarily or exclusively. External issues are ignored or minimized. New outside ideas are discounted as not being viable, possible, or appropriate. "Not Invented Here" permeates the organization. ENTROPY develops.

Issues with Scientific Management

Managers frequently implemented only the increased output side of Taylor's plan and ignored the 4th Principle. -Workers did not share in the increased output from improved methods. -Increased output meant fewer jobs. Specialized jobs became boring and dull. -Employees distrusted Scientific Mgmt. & withheld job knowledge; felt managers didn't care about them. Ford introduced assembly line to control worker speed.

Laila's small company refashions discarded dolls and other toys into utensils and decorative items. Which of the following is the most apt label for her organization?

Manufacturer

The Goodyear Tire and Rubber Company is a ____________ because it combines rubber and chemical compounds and uses blending equipment and molding machines to create tires.

Manufacturing company

During the decline of the ________________, a tremendous growth in the service sector kept the overall U.S. economy from declining at the same rate.

Manufacturing sector

_____________ the largest trade bloc in Latin America and has five core members - Argentina, Brazil, Paraguay, Uruguay, and Venezuela - and seven associate members: Bolivia, Chile, Colombia, Ecuador, Guyana, Peru, and Suriname Asia-Pacific Economic Cooperation (APEC) Association of Southeast Asian Nations (ASEAN) Mercosur

Mercosur

Shell Oil is part of a system that uses materials, human resources, financial resources, and information to affect its environment. Which of the following is NOT one of Shell Oil's outputs?

Money received from oil and gas

Which of the following traits is NOT considered a positive in organizational settings?

More neurotic

What is a negative effect of workplace bullying?

More stress-related heath problems for employees

Sensing/Intuition is part of the ___________ personality framework.

Myers-Briggs

__________ concerns the extent to which personality attributes are inherited from our parents.

Nature

Preoccupation with work is a characteristic of high __________.

Need for achievement

For people high in this need, having friends at work leads to greater engagement with their work and to higher levels of job satisfaction.

Need for affirmation

Individuals with a high ______________ tend to want reassurance and approval from others and usually are genuinely concerned about others' feelings. They are likely to act and think as they believe others want them to, especially those with whom they strongly identify and desire friendship.

Need for affliation

The ______________ reflects a desire to control one's environment, including financial, material, informational, and human resources. Some people spend much time and energy seeking power; others avoid power if at all possible. Al has a high need for power.

Need for power

Negative reinforcement

Negative reinforcement is based on the removal of current or future unpleasant consequences to increase the likelihood that someone will repeat a behavior. In other words, avoidance or removal of something undesirable can be motivating.

Arthur appears to be poised, calm, resilient, and secure. He displays low __________.

Neuroticism

When should the Myers-Briggs be used in making organizational decisions including hiring and promotions?

Never

selling process:

Nordstorm's and neiman marcus serve excellent customer service

________________is a trading bloc consisting of the United States, Canada, and Mexico European Union (EU) Association of Southeast Asian Nations (ASEAN) Mercosur North American Free Trade Agreement (NAFTA) Central America Free Trade Agreement (CAFTA-DR)

North American Free Trade Agreement (NAFTA)

discipline

Obedience, energy, application, and other outward marks of respect for a superior's authority

Approaches to Social Responsibility

Obstructionist Defensive Accommodative Proactive

Social learning

Occurs when people observe the behaviors of others, recognize their consequences, and alter their own behavior as a result.

Turnover

Occurs when someone leaves the organization, and can have indirect financial costs.

Tyler plans to quit in a few months. What behavior is this an example of?

Organizational behavior

Human relations movement

Organizations are cooperative systems and workers' orientations, values, and feelings are important parts of organizational dynamics and performance.

Global organization

Organizations that operate and compete in more than one country

As Facebook grew, Mark Zuckerberg had to redefine employees' areas of responsibility and increase the number of hierarchical layers in the organization to maximize efficiency and performance during the company's rapid growth. Identify the managerial function illustrated

Organizing

starbucks

Our book mentions a study conducted in 2012 relative to customer satisfaction as to certain retailers. In 2012, the retail firm that had more "___ sucks" comments on the Internet was

channel surfing

Our book mentions that many people "shop" for products in stores to see what they want, but then buy the products online because it can be cheaper. Our book refers to this consumer activity of preshopping in stores but buying online as

walmart parking lots

Our book mentions that some of the largest and most crowded "campgrounds" are

After offshoring many employees' jobs and reducing pay for those who remain, the surviving employees of Acme go on strike. OB illustrated by the situation being described.

Output

Best Builders, a home builder in the U.S., makes use of many suppliers to provide quality products in the homes it builds, such as a roofer in the same city and Belize International in Guatemala, which provides some of the highest-quality cabinets available. This use of outside suppliers to help the contractor build homes for customers is known as ____. resourcing importing bartering exporting outsourcing

Outsourcing Outsourcing, a common practice of many companies, is defined as using suppliers outside the company to provide goods and services.

Mechanistic Structure

Part of Contingency Theory. Authority is centralized. Structure tends to be more vertical, more layers. Subordinates closely supervised. Good for organizations in stable environments.

Personality Traits

Particular tendencies to feel, think, and act in certain ways that can be used to describe the personality of every individual.

Corporate Organizational Structures

Partnership S-Corp Limited Liability Corporation C-Corp B-Corp

Triple Bottom Line

People - Planet - Profit Contributions to social, environmental, and economic sustainability are considered.

outshopping

People in Hammond often go to Baton Rouge or New Orleans to shop since they may find better selection, better prices and better service. This is referred to as

Opperant conditioning theory

People learn to perform some behaviors that lead to consequences they want and learn not to perform behaviors that will lead to negative outcomes.

Neurotism

People who are more neurotic are more excitable, insecure, and subject to extreme mood swings. People with less neuroticism might be expected to better handle job stress, pressure, and tension.

Social Status Effect

Perceive individuals with a high social status more positively than those with low social status. "Rich people are smart."

Similar-to-Me Effect

Perceive others who are similar to ourselves more positively than we perceive people who are different. "Birds of a feather flock together."

An organization previously dominated by white males begins a diversity recruiting effort by asking employees to refer diverse people whom they know for jobs in the company. Because the current employees believe that these new hires would likely get promoted before them due to the diversity initiative, no referrals are made. What is the barrier to inclusion?

Percieved loss of threat

Amy volunteers to help a new coworker learn how to use the company's intranet. What behavior is this an example of?

Performance

Andy and Laura were talking during their break from their jobs at a retail store. ANDY: I really wanted to go to the concert Saturday night but I just got scheduled to work late. LAURA: Why don't you just call in sick so that you can go? Which organizational behavior concept does their conversation best illustrate?

Performance

Synergy

Performance gains that result when individuals and departments coordinate their actions

Amara is very happy with her work team. Everyone supports each other and is responsible about meeting both individual and team goals, making Rachel want to work hard to live up to their expectations of her. What is the type of fit?

Person-group fit

What term refers to the match between an individual and her supervisor and coworkers?

Person-group fit

Manuel is one of the top salespeople at Bloomingdale's menswear department. Although Manuel doesn't like the fact that some of the clothes in Bloomingdales come from overseas, he is good at his job, and is also very motivated by the opportunity to sell high quality merchandise. What is the type of fit?

Person-job fit

Alley was hired as a call center representative three weeks ago, but has yet to learn the script for calls and is well below the company's metrics for job performance.

Person-job fit is low

3M has a strong culture of innovation, which Pam really likes. Pam previously feels that she is happier in a less bureaucratic, more innovative environment like the one at 3M that supports autonomy and smart risk taking. What is the type of fit?

Person-organization fit

Dan works as a receptionist. He's happy with his salary, he gets along well with his coworkers and his boss, he feels no stress, and he assumes he can get all of his tasks done proficiently. However, he feels unfulfilled and hopes to get a different job soon. Which of the following does Dan lack?

Person-vocation fit

Peter has always been a social person and enjoys working with people. He recently got an Associate's degree in computer programming and spends his work day alone in a small cubicle. Peter is regretting his decision to go into programming as a career because he has very little social contact. What is the type of fit?

Person-vocation fit

Individual Ethics

Personal standards and values that determine how people view their responsibilities to other people and groups. How people should act in situations when their own self-interests are at stake. Examples: Start every work day at 8:00 a.m. sharp Never call in sick day when not sick Don't spread gossip around the office

Bill Walters was hired by Amazon.com five years ago. He has received three promotions and five consecutive pay raises. He expects another promotion and raise this year due to his continued effort and performance. Of what is this an example?

Physiological contract

Consumer tastes in snack foods have been changing. Yun Zhang, a marketing manager at Frito-Lay, recognizes a new business opportunity in low-salt and low-fat snack foods and decides that the company needs to establish a leadership position in this new market. Identify the managerial function illustrated

Planning

Setting goals and deciding how to achieve them is the definition of ____. planning focusing controlling regulating organizing

Planning

When the manager of a local restaurant sets goals and then develops a plan on how to achieve them, she is ____. delegating staffing organizing planning monitoring

Planning Planning is defined as setting goals and deciding how to achieve them.

Describe the functions of management

Planning: the process of determining an organization's desired future position and the best means of getting there. Organizing: the process of designing jobs, grouping jobs into units, and establishing patterns of authority between jobs and units Leading: the process of getting the organization's members to work together toward the organization's goals. Controlling: the process of monitoring and correcting the actions of the organization and its members to keep them directed toward their goals.

A standing plan that outlines the general response to a designated problem or situation is a(n) _____. ethical value order policy norm statement standing rule

Policy A policy is a standing plan that outlines the general response to a designated problem or situation.

gender schemas

Preconceived beliefs or ideas about the nature of men and women and their traits, attitudes, behaviors, and preferences.

Bernie believes that the best salespeople are men with families to support and therefore he only hires men for his sales openings. What is the barrier to inclusion?

Prejudice

Which of the following is a goal of a realistic job preview?

Presenting both positive and negative information to the candidate

retail mix

Price, place, product, promotion; merchandise, location, advertising, store design, customer services

What type of policy explains what data the company will collect about its customers, how that data will be used, and how customers can opt out of having their information collected and/or shared?

Privacy

Hershey has large manufacturing facilities that turn cocoa beans, sugar, and milk into a wide variety of delicious chocolate products OB illustrated by the situation being described.

Process

Job Specialization

Process by which a division of labor occurs as different workers specialize in different tasks over time.

Perception

Process people use to select, organize, or interpret what they see or hear.

May sells 20 cars in a month. What behavior is this an example of?

Productivity

Scientific management

Productivity is maximized when organizations are rationalized with precise sets of instructions based on time-and-motion studies.

Americans with disabilities act

Prohibits discrimination against disabled individuals in employment decisions and requires that employers make accommodations for disabled workers to enable them to perform their jobs

Age discrimination in employment act

Prohibits discrimination against workers over the age of 40 and restricts mandatory retirement

Informational Justice

Provides explanations for decisions and the procedures used to arrive at them

Punishment

Punishment is the application of negative outcomes to decrease the likelihood of a behavior.

Ethical Dilemma

Quandary people find themselves in when they have to decide if they should act in a way that might help another person even though doing so might go against their own self-interest.

Management Science Theory

Quantitative techniques to maximize use of organizational resources. Examples: Quantitative Management, Operations Management, Total Quality Management (TQM), Management Information Systems (MIS)

Conceptual skills

Refer to the ability think in the abstract.

Strength

Refers to beliefs about how confident the person is that the task can be accomplished. In this case, your self-efficacy is weak.

Magnitude

Refers to beliefs about how difficult a task can be accomplished. In this case, the 70th percentile is the magnitude of your self-efficacy.

Generality

Refers to beliefs about the degree to which similar tasks can be accomplished. In this case, your high school self-efficacy is not generalized to college.

Openness

Reflects a person's rigidity of beliefs and range of interests. People with high levels of openness are willing to listen to new ideas and to change their own ideas, beliefs, and attitudes in response to new information.

Jamal just began a new job. At first, he is highly formal and addresses people as Mr. or Ms. However, his coworkers don't react warmly to this approach. Therefore, Jamal changes to a more informal style based on the consequences of his actions and discovers that people seem friendlier and more relaxed around him. In learning theory, the coworkers' actions would be known as __________.

Reinforcement

Elaine helps to satisfy this need by hosting regular social outings for her colleagues.

Relatedness need

In collectivist cultures, which of the following factors typically takes precedence over specific tasks or responsibilities?

Relationships

Scientific method

Relies on systematic studies that identify and replicate a result using a variety of methods, samples, and settings.

Intuition

Relying on an understanding of many of the norms, expectations, and behaviors of others learned from living and working with them.

Old Navy relies on a cost leadership strategy and needs to keep all of its expenses as low as possible. What would the organization's focus need to be to execute each strategy?

Relying on low-wage employees and trying to automate as many jobs as possible

Family and medical leave act

Requires that employers provide 12 weeks of unpaid leave for medical and family reasons, including paternity and illness of a family member.

First-Line Managers

Responsible for the daily supervision of the non managerial employees. Primarily involved in LEADING (VISION) of the four tasks of management .

Top Managers

Responsible for the performance of all departments. Establishes organizational goals. Decides how different departments should interact. Monitors how well middle managers utilize resources to achieve goals. Primarily involved in PLANNING (STRATEGY) of the four tasks of management.

Because several computers and keyboards in the computer labs have been damaged recently by drinks and food being spilled, the department chair of the IT department issued a directive that "Absolutely no food or drink is allowed in any computer lab." This statement by the department chair is a(n) ______. certified procedure level of certification procedure rule industry standard

Rule A rule is a standing plan that designates specific required action.

Thomas, the fire chief, told his employees to "Think big and endeavor to be more detailed and caring while at work and in setting goals. Therefore, when you give me your goals, I want them to be specific, measurable, attainable, results-oriented, and have target dates." Thomas was asking for his workers' _____. SMART goals synergy objectives policies strategic goals focused heart statements

SMART goal A SMART goal is one that is Specific, Measurable, Attainable, Results-oriented, and has Target dates.

Brenda, the district manager for Beautiful Florist, told the store managers in her district that she needs the sales goals for next year. A new manager, Paula, said, "I am going to sell over $100,000 in flowers next year." Brenda later told Paula that "I need to know specifically, in each category, how much you plan on selling." Brenda's request for a specific answer is an example of a _____. general objective simplistic goal focal point SMART goal target date

SMART goal Whenever possible, goals should be measurable, or quantifiable. Some goals such as those concerned with improving quality, are not precisely quantifiable. In that case, something on the order of "Improve the quality of customer relations by instituting 10 follow-up telephone calls every week" will do. You can certainly quantify how many follow-up phone calls were made.

The HR Department of French Quarter Seafood did 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 specific, measurable, attainable, results-oriented, and have target dates. These types of goals define ____. standard operating procedures managerial commitments focused goals MBOs SMART goals

SMART goals A SMART goal is one that is Specific, Measurable, Attainable, Results-oriented, and has Target dates.

Planning

STRATEGY. Deciding which goals the organization will pursue. Deciding what strategies to adopt to attain those goals. Deciding how to allocate organizational resources.

Organizing

STRUCTURE. Involves grouping people into departments according to the kinds of job-specific tasks they perform. Creating a structure to reach goals most effectively and efficiently. Managers lay out lines of authority and responsibility. Decide how best to organize resources, particularly human resources.

strengths, weaknesses, opportunities, threats

SWOT:

Which of the following scenarios most clearly exemplifies the successful use of a manager's diagnostic skills in dealing with people?

Sally suspects that Gary is under performing because he is not getting enough sleep, not because he incapable. She lets him work from 10 to 6 instead of 9 to 5, and his performance improves.

A ________ employee tends to be absent less often, to make positive contributions to the company, and to stay with the organization.

Satisfied

Which of the following is NOT one of the steps in forming equity perceptions?

Satisfy physiological needs before growth needs.

Which of the following factors is NOT a typical positive result when managers make a practice of listening to employees, recognizing their work, building trust, and behaving ethically?

Savings through staff layoffs

Accommodations for Religious Beliefs

Scheduling of critical meetings. Providing flexible time off for holy days. Posting holy days for different religions on the company calendar.

Sofia, a restaurant manager, has been observing and analyzing the work process of each task because she would like to increase the productivity of employees in the restaurant. This is an example of ____ management. contingency administrative systems quantitative scientific

Scientific Scientific management emphasized the scientific study of work methods to improve the productivity of individual workers.

Evolution of Management Theory

Scientific Management Theory (oldest) Administrative Management Theory Behavioral Management Theory Management Science Theory Organizational Environment Theory (current)

Candace states that part of managing involves making sure everyone is organized and where they are supposed to be at the right time. Which school of thought is most consistent with a concern about making sure everyone is organized and where they are supposed to be at the right time?

Scientific management

private brand (store)

Sears/ winn Dixie

Which of the following are "growth needs" in Maslow's hierarchy of needs?

Self-actualization and esteem

What term refers to any system that interacts with the environment through one of the basic senses?

Sensory modality

Title VII prohibits employee discrimination based on a variety of characteristics. Which of the following is NOT one of them?

Sexual orientation

Rites of Integration

Shared announcements of organization successes; build and reinforce common bonds among organizational members. Example: Anniversary Drinks

Esprit de corps

Shared feelings of comradeship, enthusiasm, or devotion to a common cause among members of a group

Compare and Contrast Management Science and Scientific Management

Similarities: Mgmt. Science uses a quantitative approach to measuring worker efficiency, not necessarily behavior or human focus. Differences: Mgmt. Science uses improved data collection and analysis tools. Many sub-fields with greater granularity.

Stereotype

Simplistic and often inaccurate beliefs about the typical characteristics of particular groups of people.

Stereotype

Simplistic and often inaccurate beliefs bout the typical characteristics of particular groups of people

What is the difference between the universal and situational perspectives?

Situational perspective suggests that in most organizations, situations and outcomes are influenced by other variables. Universal suggests that every problem has one universal way of responding to achieve the outcome.

Sources of Ethics

Societal Occupational Individual Organizational

If you wanted to hire an inventor, what type of intelligence would you be most likely to focus on in assessing job candidates?

Spacial-visual intelligence

Harley-Davidson decided that it would only manufacture motorcycles, not cars or other types of vehicles. Identify the business strategy illustrated

Specialization

Sue, the owner of Camp Bow Wow, says that she wants her facility to be the best of all facilities like hers in Boulder, the best of the Camp Bow Wows, and the best in the system as a whole. She wants customers to know that they always do everything they can do to address concerns and the level of service has to match expectations of the customer. This is an example of a

Specialization by building customer intimacy

Standard operating procedures (SOPs)

Specific sets of written instructions about how to perform a certain aspect of a task

Occupational Ethics

Standards that govern how members of a profession, trade, or craft should conduct themselves when performing work-related activities. Examples: Consulting - Finders Fees Accounting - Audit Restrictions Medical - Life & Death decision making Legal - Conflict of Interest

Societal Ethics

Standards that govern how members of a society should deal with one another in matters involving issues such as fairness, justice, poverty, and the rights of the individual. People behave ethically because they have internalized certain values, beliefs, and norms.

An amusement park manager will not hire employees with tattoos that are visible when the park uniform is worn because he believes that this makes them look dangerous and threatening. What is the barrier to inclusion?

Stereotype

Describe the errors that can occur in the perception process

Stereotyping, selection perception, and perception shortcuts

strengths, weaknesses, opportunities and threats

Strategic planning in retailing consists of four components. The development of a mission, the developing of goals and objectives, a SWOT analysis, and developing strategies that will enable the firm to reach its objectives and fulfill its mission. SWOT stands for

Which dimension of task-specific self-efficacy refers to beliefs about how confident the person is that the task can be accomplished?

Strength

Hawthorne Studies

Studies of how characteristics of the work setting affected worker fatigue and performance at the Hawthorne Works of the Western Electric Company from 1924-1932. Worker productivity was measured at various levels of light illumination. 6 young women assembling switches, not the lighting or illumination.

Expectacy theory

Suggests that people are motivated by how much they want something and their perceived likelihood of getting it. Ben values the trip but isn't motivated because he does not expect to win it.

Michael Porter says that companies gain a competitive advantage by giving customers ___________.

Superior value for their money

Middle Managers

Supervises first-line managers. Responsible for finding the best way to use resources to achieve organizational goals. Has a diverse involvement of the four management tasks.

The manufacturing team at Chanel responsible for making and packaging the perfume is comprised of people of a variety of ages, races, and nationalities. Identify the type of diversity

Surface-level diversity

Which term refers to similarities and differences among people, including those such as race, age, ethnicity, physical abilities and characteristics, and gender?

Surface-level diversity

Define the five types of diversity

Surface-level diversity: observable differences in people, including race, age, ethnicity, physical abilities, physical characteristics. and gender. Deep-level diversity: individual differences that cannot be seen directly, including goals, values, personalities, decision-making styles, knowledge, skills, abilities, and attitudes. Separation diversity: differences in position or opinion among group members reflecting disagreements or opposition--dissimilarity in an attitude or value, for example, especially with regard to group goals or processes. Variety diversity: differences in a certain type of category, including group members' expertise, knowledge, or functional background Disparity diversity: differences in the concentration of valuable social assets or resources-- dissimilarity in rank, pay, decision-making authority, or status for example

false

T/F: One thing marketers of clothing have found is that as the population ages, fewer women are wearing denim jeans.

true

T/F: Our book discusses a bike shop that buys all of a Wal-Mart's returned bikes, then fixes the bikes and sells them for almost full price. The bike store is busier than ever, its mechanics are staying busy and the owner is making money. The store's name is Moore's Bicycle Shop.

true

T/F: Our text discusses the fact that many small retailers needing funds can easily go to a pawn shop to get a short-term loan.

true

T/F: Over the past few years, many retailers have found they can improve profitability by reducing the size of their stores.

true

T/F: Return on Assets is calculated by dividing annual net profit by total assets.

true

T/F: Store positioning is the process whereby a retailer distinguishes itelf from competitors in a specific ways in order to be the preferred provider for certain market segments.

true

T/F: Stores are concerned with how much they sell per square foot of floor space. Obviously they want to maximize sales per square foot. Net sales divided by total square feet of retail floor space is referred to as space productivity

true

T/F: The breakeven point is where total revenues equal total expenses.

true

T/F: The medium age in the US is getting older.

When Sonia, a new graduate, begins her career as an engineer, she will most rely on her _________ skills to perform her job responsibilities at Boeing.

Technical

Checking software code for accuracy at Google, is what type of skill?

Technical skill

Describe the three critical managerial skills and their importance to management

Technical skills: the skills necessary to accomplish specific tasks within the organization. Interpersonal skills: the ability to effectively communicate with, understand, and motivate individuals and groups Conceptual skills: the ability to think in the abstract Diagnostic skills: the ability to understand cause-and-effect relationships and to recognize the optimal soluntions to problems.

Hostile Work Environment Sexual Harassment

Telling lewd jokes, displaying pornography, making sexually oriented remarks about someone's personal appearance, and other sex-related actions that make the work environment unpleasant. Interferes with an employee's ability to perform their jobs effectively.

Hostile work environment sexual harassment

Telling lewd jokes, displaying pornography, making sexually oriented remarks ect. that make the work environment unpleasant

Which of the following traits is characteristic of people with a high degree of Machiavellianism?

Tendency to bully others

Paul chose Billie for his team because she went to the same school as he had. He also felt that she reminded him of himself when he first joined the company. What is the barrier to inclusion?

The "like me" bias

Describe the six barriers to inclusion

The "like me" bias: people prefer to associate with others they perceive to be like themselves. Stereotypes: A belief about an individual or a group based on the idea that everyone in a particular group will behave the same way or have the same characteristics Prejudice: outright bigotry or intolerance for other groups Perceived threat of loss: if some employees perceive a direct threat in their career opportunities, they may feel that they need to protect their own prospects by impeding diversity efforts Ethnocentrism: the belief that one's own language,, native country, and cultural rules and norms are superior to all others Unequal access to organizational networks: Women and minorities are often excluded from organizational networks

Which of the following allows monetary damages in cases of intentional employment discrimination?

The Civil Rights Act of 1991

The agreements of the World Trade Organization are based on ____. NAFTA CAFTA the mandates of the United Nations the Peace Accord GATT

The World Trade Organization (WTO) succeeded GATT as the world forum for trade negotiations and has the formal legal structure for deciding trade disputes.

Competitive Advantage What are the four building blocks?

The ability of a company (or organization) to outperform other companies (or organizations) because it produces goods or services more efficiently, more effectively, or both, than their competitors. Building Blocks: EFFICIENCY, QUALITY, RESPONSIVENESS to customers, and Speed, flexibility, & INNOVATION

Competitive Advantage

The ability of one organization to outperform other organizations because it produces desired goods or services more efficiently and effectively than they do

Initiative

The ability to act on one's own without direction from a superior

Conceptual Skills

The ability to analyze and diagnose a situation and distinguish between cause and effect

Conceptual Skills

The ability to analyze and diagnose a situation and distinguish between cause and effect. Analyze, forecast, diagnose, assess.

Interpersonal skills

The ability to effectively communicate with, understand, and motivate individuals and groups.

Emotional Intelligence

The ability to understand and manage one's own moods/emotions along with those of others. Managers understand emotions will pass quickly, moods might need to be addressed to change. Helps managers carry out their interpersonal roles of the figurehead, leader, and liaison. Emotional intelligence can be "learned."

Diagnostic skills

The ability to understand cause-and-effect relationships and to recognize the optimal solutions to problems.

Human skills

The ability to understand, alter, lead, and control the behavior of other individuals and groups

Human Skills

The ability to understand, alter, lead, and control the behavior of other individuals and groups. Motivate, listen, inspire, coach.

Behavior modification

The application of reinforcement theory to influence the behaviors of people in organizational settings.

Line of authority

The chain of command extending from the top to the bottom of an organization

Organizational Commitment

The collection of feelings and beliefs that managers have about their organization as a whole. How is a manager perceived that has too high a level or organizational commitment? .

Centralization

The concentration at the top of the managerial hierarchy

Turnaround management

The creation of a new vision for a struggling company based on a new approach to planning and organizing to make better use of a company's resources and allow it to survive and prosper

Self-Esteem

The degree to which individuals feel good about themselves and their capabilities. High: "I'm a good person and I am very capable" Low: "I'm not sure I'll be successful, others are better than I am"

Which of the following is NOT one of the four basic reasons for the rise in the volume of international business?

The ease with which companies can obtain financing

Empowerment

The expansion of employees' knowledge, tasks, and decision-making responsibilities

Need for power

The extent to which an individual desires to control or influence others

Need for achievement

The extent to which an individual has a strong desire to perform challenging tasks well and to meet personal standards for excellence

Need for affilation

The extent to which an individual is concerned about establishing and maintaining good interpersonal relations, being liked, and having the people around him or her get along with each other.

Power distance

The extent to which people accept as normal an unequal distribution of power

Uncertainty avoidance

The extent to which people feel threatened by unknown situations and prefer to be in clear and unambiguous situations

Masculinity

The extent to which the dominant values in a society emphasize aggressiveness and the acquisition of money and other possessions as opposed to concern for people, relationships among people, and overall quality of life

LOCATED IN THE WEST AND SOUTH

The fastest growing states are

Hawthorne effect

The finding that manager's behavior or leadership approach can affect workers' level of performance

baby boomers

The group that is spending the most annually are people known as

The shift toward a service based economy and mushrooming change in information technology are two areas of technology that affect businesses today. What is the third?

The growing use of technology for competitive advantage

Contingency theory

The idea that the organizational structures and control systems managers choose depend on (are contingent on) characteristics of the external environment in which the organization operates

Ethics

The inner moral guiding principles, values, and beliefs that people use to analyze or interpret a situation and then decide what is the right or appropriate way to behave. Just because something is legal DOES NOT mean it is ethical.

Technical Skills

The job-specific knowledge and techniques required to perform an organizational role

equity

The justice, impartiality, and fairness to which all organizational members are entitled

order

The methodical arrangement of positions to provide the organization with the greatest benefit and to provide employees with career opportunities

Organizational behavior is the study of human behavior in organizational settings, the interface between human behavior and _____________ , and the organization itself.

The organization

Stakeholders

The people and groups that supply a company with its productive resources and so have a claim on and stake in the company.

Managers

The people responsible for supervising the use of an organization's resources to meet its goals. The people who plan, organize, lead, and control an organization.

Management

The planning, organizing, leading, and controlling of human and other resources to achieve organizational goals effectively and efficiently.

COME FROM IMMIGRATION

The population of the US is expected to go from 310 million in 2010 to 439 million by 2050. The majority of that population will

Authority

The power to hold people accountable for their actions and to make decisions concerning the use of organizational resources.

Job specialization

The process by which a division of labor occurs as different workers specialize in different tasks over time

Innovation

The process of creating new or improved goods and services or developing better ways to produce or provide them

Organizing

The process of designing jobs, grouping jobs into units, and establishing patterns of authority between jobs and units.

Perception

The process through which people select, organize, and interpret what they see, hear, touch, smell, and taste to give meaning and order to the world around them

"Tragedy of the Commons"

The relentless pursuit of self-interest can lead to a collective disaster when one or more people start to profit from being unethical because this encourages others to do the same. Results in depletion of resources through collectively selfish action.

Which of the following is a limitation of using Kolb's Learning Styles Inventory as a way to categorize people's behaviors and preferences in the workplace.

The scientific studies have low reliability

Organizational environment

The set of forces and conditions that operate beyond an organization's boundaries but affect a manager's ability to acquire and utilize resources

Unity of direction

The singleness of purpose that makes possible the creation of one plan of action to guide managers and workers as they use organizational resources

Correlation

The size and strength of the statistical relationship between two variables.

Technical skills

The skills necessary to accomplish specific tasks.

Core competency

The specific set of departmental skills, knowledge, and experience that allows one organization to outperform another

Behavioral management

The study of how managers should behave to motivate employees and encourage them to perform at high levels and be committed to the achievement of organizational goals

Administrative management

The study of how to create an organizational structure and control system that leads to high efficiency and effectiveness.

Administrative Management Theory

The study of how to create an organizational structure and control system that leads to high efficiency and effectiveness. BUREAUCRACY & AUTHORITY.

Organizational behavior

The study of the factors that have an impact on how individuals and groups respond to and act in organization

Scientific management

The systematic study of relationships between people and tasks for the purpose of redesigning the work process to increase efficiency

Scientific Management & Four Principles

The systematic study of the relationships between PEOPLE and TASKS for the purpose of redesigning the work process to increase EFFICIENCY. Principles: 1. Study how workers perform tasks, gather their informal job knowledge, and experiment to improve task performance. 2. Codify new methods of performing tasks into written rules & standard operating procedures. 3. Select workers with skills/abilities that match task needs; train them to perform task according to established rules & procedures. 4. Establish fair/acceptable level of performance for each task; develop a pay system that rewards performance above acceptable level.

Bias

The systematic tendency to use information about other in ways that result in inaccurate perceptions

Bias

The systematic tendency to use information about others in ways that result in inaccurate perceptions.

Entropy

The tendency of a closed system to lose its ability to control itself and thus to dissolve and disintegrate

Conscientiousness

The tendency to be careful, scrupulous, and persevering, but can it go overboard?

Openness to Experience

The tendency to be original, have broad interests, be daring and take risks, can they stay focused, are they always chasing the "bright shiny object?

Negative Affectivity

The tendency to experience negative emotions and moods, feel distressed, and be critical of oneself and others; however, can challenge others to do their best.

Extraversion

The tendency to experience positive emotions and moods. Extraverts gain energy from being around people.

Agreeableness

The tendency to get along well with others, "always agrees with the last person they talked to."

Expectancy theory

The theory that motivation will be high when workers believe that high levels of effort lead to high performance and high performance leads to the attainment of desired outcomes.

Alderfer's ERG theory

The theory that three universal needs- for existence, relatedness, and growth- constitute a hierarchy of needs and motivate behavior. Alderfer proposed that needs at more than one level can be motivational at the same time.

If it is true that whenever a manager encounters a particular situation (such as motivating employees to work harder), and a single approach exists (such as raising pay) that will lead to the desired outcome, which perspective on organizational behavior is being supported?

The universal perspective

Dependent variable

The variable predicted to be affected by something else.

Social Responsibility

The way a company's managers and employees view their duty or obligation to make decisions that protect, enhance, and promote the welfare and well-being of stakeholders and society as a whole. Demonstrating its social responsibility helps a company build a good reputation; if all companies in a society act socially, the quality of life as a whole may increase.

Need theories

Theories of motivation that focus on what needs people are trying to satisfy at work and what outcomes will satisfy those need

George, who owns a small grocery store, has a reputation in the community as a tough manager. Many customers have heard George yell at his employees because he feels that workers today are lazy, lack ambition, and hate to work. George is a(n) ____ manager. Theory Z Theory Y accountable hierarchy Theory X

Theory X Theory X managers are more likely to micromanage, which leads to employee dissatisfaction because these managers believe employees are inherently lazy.

Ann is the owner of a family-owned grocery store. The culture and belief of Ann and the previous owners, her grandfather and father, is to hire good people you believe in and then trust them with responsibility so that they grow into valuable employees. Ann and the previous owners are an example of ___ managers. Theory Y Theory Z Theory X Quality control TQM

Theory Y Theory Y represents the outlook of human relations proponents, an optimistic, positive view of workers. In this view, workers are considered to be capable of accepting responsibility, self-direction, and self-control and of being imaginative and creative.

Behavioral Management Theory

Theory: The study of how managers should personally behave to motivate employees and encourage them to perform at high levels and be committed to the achievement of organizational goals. Authority based on knowledge, not position.

Contingency Theory

There is no one best way to organize; a manager's choice control system and organization structure depend on characteristics of the operating external environment. Two ways to create structure in an organization: mechanistic vs. organic

Line of Authority

There should be a clear line in the area of authority (from top to bottom and all managers at all levels); hierarchy; scalar chain. One of Fayol's 14 Principles of Mgmt.

According to expectancy theory, people will not engage in motivated behavior unless three things are true. First, they must value the expected rewards, and second they must believe their efforts will lead to performance. What is the third requirement for motivated behavior?

They must believe that their performance will result in the desired rewards.

Which of the following is a characteristic of individuals who have a high need for achievement, according to the acquired needs framework?

They want immediate, specific feedback on their performance.

Which term refers to a group of employees who have a contractual arrangement with an organization that is different from that of another group, despite doing virtually identical work?

Tiered workers

The success of a growth strategy depends on the firm's ability ____________________________ to sustain its intended growth.

To find and retain the right number and types of employees

When Scott first hired Maria he gave her a lot of autonomy in how she did her job. Maria was uncomfortable with the vagueness of his instructions, however, so Scott became more directive with her and gave her more clearly defined tasks. Maria is likely low in this personality trait. What is the personality trait?

Tolerance for ambiguity

Which of the following is the most important element in effectively leveraging the positive potential of diversity?

Top management support for diversity and for diversity initiatives

________________ is a group of nations within a geographical region that have agreed to remove trade barriers with one another North American Free Trade Agreement European Union Asia-Pacific Economic Cooperation Trading Bloc Association of Southeast Asian Nations

Trading Bloc (aka economic community)

Customer intimacy strategy

Tries to deliver unique and customizable products and services to customers to meet their unique needs and increase their loyalty.

Maquiladoras are manufacturing plants allowed to operate in Mexico with special privileges in return for employing Mexican citizens. True False

True

Alex, a district manager for a retail hardware store, asked his store managers for their store goals next year. Denise, one of the store managers, said, "I am going to increase my market share significantly next year by visiting businesses." Alex then responded to Denise with "Precisely how much are you going to increase your market share and by what date?" Alex is asking Denise to formulate a SMART goal. True False

True A SMART goal is one that is Specific, Measurable, Attainable, Results-oriented, and has Target dates.

A distributor is a person or an organization that helps another company sell its goods and services to customers. Distributors are considered external stakeholders. True False

True A distributor is a person or an organization that helps another organization sell its goods and services to customers. External stakeholders are people or groups in the organization's external environment that are affected by it, including distributors.

A goal is a specific commitment to achieve a measurable result within a stated period of time. True False

True A goal, also known as an objective, is a specific commitment to achieve a measurable result within a stated period of time.

Alan, a retired doctor, is interested in starting a nonprofit organization that will include doctors and other medical professionals who travel to low income areas in the United States and internationally to assist with medical needs and open hospitals. Alan's organization is an example of a multinational organization. True False

True A multinational organization is an organization with operations in several countries.

To save money, Paul, the owner of a struggling restaurant produce supplier, has been considering reducing the amount of produce in some cases delivered to busy restaurants, knowing the customers will probably never notice. This decision is an example of an ethical dilemma. True False

True An ethical dilemma is a situation in which you have to decide whether to pursue a course of action that may benefit you or your organization but that is unethical or even illegal.

Prior to opening his business, Sal, the owner of The Italian Kitchen, is writing a document that explains the reason for his business. This statement would be a part of his mission statement. True False

True An organization's reason for being is expressed in a mission statement.

The system of governing a company so that the interests of corporate owners and other stakeholders are protected is known as corporate governance. True False

True Corporate governance is the system of governing a company so that the interests of corporate owners and other stakeholders are protected.

Franchising allows restaurants internationally to pay a fee plus a percentage of the profits in return for using a company's name and assistance with management, marketing, and the training of managers and nonmanagement employees. True False

True Franchising is a form of licensing in which a company allows a foreign company to pay it a fee and a share of the profit in return for using the first company's brand name and a package of materials and services.

Robert is a district manager who oversees several store managers in a national chain of restaurants. Robert reports directly to the vice president of stores and marketing, a member of top management. Robert is a middle manager. True False

True Middle managers implement the policies and plans of the top managers above them and supervise and coordinate the activities of the first-line managers below them. In the for-profit world, the titles may be "division head," "plant manager," and "branch sales manager."

George is developing a new employee schedule for his lawncare service due to the increase in business during the summer. While doing this, George is involved in organizing. True False

True Organizing is defined as arranging tasks, people, and other resources to accomplish the work.

When Paul, a new restaurant owner, is determining which products to offer on his menu, he is involved in the management function of planning. True False

True Planning is defined as setting goals and deciding how to achieve them. An owner and manager must decide the best way to accomplish this. For example, Paul must ask which of several possible food items should be offered.

To start work every day, David sits down and sets his goals for the day and then he decides how to achieve them, formulating future courses of action to achieve the specified results. This is the definition of planning. True False

True Planning is defined as setting goals and deciding how to achieve them. Another definition is that planning is coping with uncertainty by formulating future courses of action to achieve specified results.

Strategic management is a process in the formulation, implementation, and execution of strategies and strategic goals to advance the purposes of the organization. True False

True Strategic management is a process that involves managers from all parts of the organization—top managers, middle managers, and first-line managers—in the formulation, implementation, and execution of strategies and strategic goals to advance the purposes of the organization.

Luis, the owner of a shoe factory in Panama, is unhappy due to a tax that the U.S. government has implemented on shoes exported there to protect U.S. shoe companies. This is an example of a tariff. True False

True Tariffs are fees imposed on imported goods for the purpose of protecting their own domestic industries.

The macroenvironment, which includes sociocultural, demographic, political-legal and international forces, cannot easily be controlled by organizations. True False

True The general environment, or macroenvironment, of an organization includes six forces: economic, technological, sociocultural, demographic, political-legal, and international. Companies may be able to control some forces in the task environment, but you can't control those in the general (macro) environment.

The global village refers to the "shrinking" of time and space as air travel and the electronic media have made it easier for people worldwide to communicate with one another. True False

True The global village refers to the "shrinking" of time and space as air travel and the electronic media have made it easier for the people of the globe to communicate with one another.

In the office of every general manager of Relaxing Hotel there is a small poster that reads, "We want to become the only place our customers want to stay for the night while traveling." This is the vision statement for Relaxing Hotels. True False

True Vision statements answer the question, "What do we want to become?" or "Where do we want to go?"

Don, a middle manager for a large restaurant chain, received an e-mail from the CEO outlining the new goal of decreasing company costs over the next three years. This is an example of a strategic goal. True False

True Strategic goals are set by and for top management and focus on objectives for the organization as a whole.

Andy is dissatisfied with the low pay that he is currently receiving, but higher pay would not necessarily be a source of high satisfaction and motivation for him. This is consistent with the _________________.

Two-factor theory

short (seasonal)

Type of channel distribution is clothes?

short (goes bad)

Type of channel distribution is fruit?

long (overseas)

Type of channel distribution is rum?

short (Apple to Apple)

Type of channel distribution is technology?

Ashanti is the founder of a small app development firm. She devised a method of meeting deadlines that has proven very effective for her organization. She believes that her method will also work for any other organization. What type of perspective does this belief reflect?

Universal

Norms

Unwritten, informal codes of conduct that prescribe how people should act in particular situations and are considered important by most members of a group or organization.

Norms

Unwritten, informal codes of conduct that prescribe how people should act in particular situations and are considered important by most members of a group or organzation

Leading

VISION. Involves using power, personality, influence, persuasion, and communication skills to set a vision. It revolves around encouraging all employees to perform at a high level. Outcome of leadership is a highly motivated and committed workforce.

Factors that Affect Organizational Culture

Values of the founder Socialization Ceremonies and rites Stories and language

To minimize the need for retraining employees, you use _______________ because it Is the most effective reinforcement schedule for sustaining a behavior.

Variable reinforcement

With a __________ schedule, desired behavior is reinforced after an unpredictable amount of time has elapsed—for example, not knowing when a regional supervisor will visit your location for an inspection.

Variable-interval

With a _________ schedule, desired behavior is reinforced after an unpredictable number of behaviors—for example, a supervisor praises a call center representative after the third call, then the seventh call after that, and then the fourth call after that. The most effective schedule for sustaining a behavior is variable reinforcement.

Variable-ratio

After working with his team for a while, Patrick realizes that his team is more diverse than he initially thought. The members come from a variety of functional backgrounds and have a wide variety of work experiences.

Variety diversity

Assume a team is comprised of a marketing professional, a materials specialist, a manufacturing floor manager, a product safety adviser, an advertising department head, and a legal expert. What type of diversity is represented by this group?

Variety diversity

The people who volunteer for the local food bank have a wide variety of expertise that they use to help fundraise for the organization. Identify the type of diversity

Variety diversity

When assigning employees to an important new advertising client account, you make sure that the team has members with many types of expertise that will help them to generate some creative ideas. This is an example of _____________.

Variety diversity

The belief that quality stemmed from "constancy of purpose," and that managers should stress teamwork, be helpful rather than simply give orders, and make employees feel comfortable about asking questions was proposed by _____. W. Edwards Deming Max Weber Frank and Lillian Gilbreth Mary Parker Follett Henri Fayol

W. Edwards Deming Deming believed that quality stemmed from "constancy of purpose," a steady focus on an organization's mission, along with statistical measurement and reduction of variations in production, and that managers should stress teamwork, be helpful rather than simply give orders, and make employees feel comfortable about asking questions.

McKinsey Analysis

What's the likelihood that companies in the top quartile for diversity financially outperform those in the bottom quartile? Gender-diverse companies 15% more likely to outperform. Ethnically diverse companies 35% more likely to outperform. Diverse companies: more creative thinking, top talent attracted because of diversity, customers are happier with diversity.

Corporate Governance

When the Board of Directors for a large company meets, it often discuss topics including diversity, executive compensation, and leadership succession planning for the company.

heterogenous products

Which of the following is NOT a characteristic of a pure competition market?

intertype competition

Women historically purchased cosmetics at department stores. Today, other types of stores, like drugstores, sell cosmetics. This competition to department stores from non-department stores is called

Herzberg's two-factor theory identifies motivating factors for business organizations. Which of the following is a hygiene factor that management could control so that employees aren't dissatisfied with their jobs?

Working conditions

________'s mission is to provide low-interest loans to developing nations for improving transportation, education, health, and telecommunications Trading Bloc International Monetary Fund World Bank Mercosur

World Bank

designed to monitor and enforce trade agreements: North American Free Trade Agreement World Trade Organization Trading Bloc Mercosur

World Trade Organization

The knowledge workers you've hired over the past three to five years have added value to your company because of what they know. However, they present special challenges. Which of the following statements is true for you as an employer?

You need to allow these staff members to work autonomously and recognize that they measure their performance in comparison to others in their profession.

Having some clients who are less knowledgeable about investing and seem to be more trusting of their firm, the management of a financial advising organization has decided to use cash from newer investors to pay off older ones. The actions of management are an example of ____. insider trading a JIT system a code of conduct a Ponzi scheme a business plan

a Ponzi scheme A Ponzi scheme is using cash from newer investors to pay off older ones.

A goal is _____. a specific commitment to achieve a measurable result within a stated period of time the purpose of the organization a type of plan a norm that can result in organization synergy a type of mission statement

a specific commitment to achieve a measurable result within a stated period of time

Licensing is when a company ____. allows a foreign company to pay it a fee to make or distribute the first company's product or service pays a competitor a fee to avoid a company's territory allows another company to pay it a fee to train its employees barters goods for goods in lieu of a monetary payment develops a strategic plan for another organization

allows a foreign company to pay it a fee to make or distribute the first company's product or service

At ABC Manufacturing, employees work together to achieve the company goals and purposes. This describes ___. visionaries stretch goals an organization a force ad hoc teams

an orgnization

According to researcher Daniel Pink, when employees feel a sense of purpose—when their work has meaning—workers _____. eliminate all company fraud are more efficient, loyal, and creative will continue to work past the age of 90 tend to focus on short-term happiness sell more product

are more efficient, loyal, and creative Workers are more efficient, loyal, and creative when they feel a sense of purpose—when their work has meaning, says Daniel H. Pink. When employers make profits their primary focus, employees develop negative feelings toward the organization.

Extroverts

are sociable, talkative, assertive, and open to establishing new relationships. They are also more likely to be attracted to jobs based on personal relationships.

The discipline concerned with creating computer systems that simulate human reasoning and sensation is known as ___. human simulation artificial intelligence cognitive cloning IT simulation simulation production

artificial intelligence

Countertrading is ___ goods for goods. selling bartering licensing sourcing outsourcing

bartering

Business scholar Archie Carroll suggested that the first and primary responsibility of an organization in the global economy is to ___. obey the law of host countries as well as international law be a good global corporate citizen, as defined by the host country's expectations be ethical in its practices have a green attitude be profitable consistent with expectations for international business

be profitable consistent with expectations for international business Making a profit consistent with expectations for international business is at the bottom of Carroll's global corporate social responsibility pyramid. These priorities are illustrated in the pyramid in Figure 3.2.

The example in the textbook of Paul English of Kayak.com altering an existing open-office seating arrangement by using new employees to change existing seating patterns is an example of ____. the office politics approach a Theory X method the hostility effect behavioral science research synergy research

behavioral science research Behavioral science relies on scientific research for developing theories about human behavior that can be used to provide practical tools for managers, such as increasing productivity by changing an office seating plan.

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

big picture; the necessary details Deadlines can help you keep your eye on the "big picture" while simultaneously paying attention to the details that will help you realize the big picture.

An organization's internal stakeholders consist of ___. customers, families of employees, and employees board of directors, customers, and owners board of directors, employees, and suppliers competitors, the community, and suppliers board of directors, employees, and owners

board of directors, employees, and owners

baby boomers

born between 1946 and 1964, birth of rock, space exploration, racial divides

generation x

born between 1965-1977, latch key, crime, divorce

generation y

born between 1978-1994, techies, recycling, branding

millenials

born between 1980-1997 28% not employed

buy a car get free sausage

budden example of non-price competition

A multinational corporation is a(n) ____. business firm with operations in several countries organization with a globally diverse culture nonprofit global company organization that helps businesses set up global companies corporation with a globally diverse workforce

business firm with operations in several countries

gummy bears

can appeal to one segment with one marketing mix

M&Ms, snickers

can appeal to the entire market with one marketing mix

Tom, who owns a successful business with two locations and a few international clients, was approached by a large organization about dramatically expanding his company. Tom later told his wife that he is happy with his success, but he wants to stay small because if he decides to add new products, small companies ____. typically maneuver slowly with new ideas can get started more easily and maneuver faster take more time to start new endeavors tend to not change due to inexperienced management can adjust more easily to capital shortages

can get started more easily and maneuver faster The Internet and the World Wide Web allow almost anyone to be global, which has two important results: (1) small companies can get started more easily, and (2) small companies can maneuver faster. For example, a small company can be extremely responsive to tax code changes.

strategies

carefully designed plan for achieving the retailer's goals and objectives

independent and chain

categorizing retailers:

Marie and Marti are partners who solely own M and M Florist. As owners, they can ____. decide not to pay their stockholders claim an organization as their legal property claim limited partnership avoid claiming any legal responsibility for M and M claim only limited liability

claim an organization as their legal property The owners of an organization consist of all those who can claim it as their legal property.

The historical perspective includes three viewpoints: _______. classical, scientific, quantitative systems, contingency, quality management contemporary, historical, scientific classical, behavioral, quantitative classical, operations, scientific

classical, behavioral, quantitative The historical perspective includes three viewpoints: classical, behavioral, and quantitative.

value proposition

clear statement of tangible and intangible results a customer receives from shopping and using the retailer's products or services: why should I go to your business? What makes you better?

For years ABC Copier, a copier machine supplier, enjoyed strong sales and a huge share of the copier market, far ahead of its competition. However, over the years, ABC seldom asked customers for feedback. So when some of ABC's competition responded to what customers need and started offering copiers with new technology, ABC lost much of its market share. ABC utilizes a(n) ____ system. blind open closed isolated internal

closed A closed system has little interaction with its environment; that is, it receives very little feedback from the outside. The classical management viewpoint often considered an organization a closed system. So does the management science perspective, which simplifies organizations for purposes of analysis. However, any organization that ignores feedback from the environment opens itself up to possibly spectacular failures.

A formal written set of ethical standards guiding an organization's actions is a(n) ____. code of ethics business plan moral compass ethical plan dilemma document

code of ethics A code of ethics consists of a formal written set of ethical standards guiding an organization's actions. Most codes offer guidance on how to treat customers, suppliers, competitors, and other stakeholders. The purpose is to clearly state top management's expectations for all employees. Most codes prohibit bribes.

Using state-of-the-art computer software and hardware to help people work better together is known as ____. knowledge management a wisdom system a knowledge base a strategy database collaborative computing

collaborative computing Using state-of-the-art computer software and hardware to help people work better together is known as collaborative computing. Goal setting and feedback will be conducted via Web-based software programs such as eWorkbench, which enables managers to create and track employee goals.

organization

collections of people who work together and coordinate their actions to achieve a wide variety of goals or desired future outcomes.

The city fire department offers its services to any individual within its city limits, so even Paul, who is driving through the city on vacation, received assistance with a car fire. The fire department is an example of a ___ organization. servant commonweal for-profit mutual benefit volunteer

commonwealth

Rebecca and Donna, owners of Fine Coffee and Pastry Shop, are concerned because Panera Bread is opening a new store just one mile from their shop. Rebecca and Donna know that Panera will be offering similar products; therefore, Panera Bread will be a ____ to Rebecca and Donna. internal stakeholder distributor strategic ally competitor competitive ally

competitor Competitors are people or organizations that compete for customers or resources.

When Randy, a general manager of a national retailer, moved to a different store in his company that was having difficulty, he knew that sales were low and after talking to his employees, he found morale was also low. At first Randy thought attitudes were poor due to low sales, but after working closely with employees, he realized that the poor attitudes were actually the cause of poor sales. Randy was able to discover the cause of the problem by utilizing ______ skills. technical soft people perceptive conceptual

conceptual

Within her company, Maria utilizes a management style that varies according to the individual and environmental situation, with a strategy for minimizing errors by managing each stage of production. She has also set up a system with inputs, outputs, transformation processes, and feedback. Maria's management perspective is best described as _____. historical behavioral contemporary quantitative classical

contemporary The contemporary perspective includes three viewpoints: systems, contingency, and quality management. The systems viewpoint sees organizations as a system, either open or closed, with inputs, outputs, transformation processes, and feedback. The contingency viewpoint emphasizes that a manager's approach should vary according to the individual and environmental situation. The quality-management viewpoint has two traditional approaches: quality control, the strategy for minimizing errors by managing each stage of production, and quality assurance, which focuses on the performance of workers, urging employees to strive for zero defects.

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. planning organizing control observation termination

control Controlling the direction includes the corrective action in step 4 of the cycle, which (a) can get a project back on track before it's too late by correcting deviations or (b) if it's too late, can provide data for improving future plans. In this case, at the end of the performance period, the information can be used to improve future plans.

While setting up their corporation, Ming and Jie implement a system of governing their organization so that the interests of corporate owners and other stakeholders are protected. This is an example of a _____. a JIT system corporate governance a code of ethics a business plan a TQM system

corporate governance Corporate governance is the system of governing a company so that the interests of corporate owners and other stakeholders are protected.

The notion that corporations are expected to go above and beyond following the law and making a profit to help society known is ____. the corporate servant attitude the act of corporate sustainability corporate morality societal responsibility corporate social responsibility

corporate social responsibility Corporate social responsibility (CSR) is the notion that corporations are expected to go above and beyond following the law and making a profit to help society.

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 _____. correcting deviations in the plan being carried out or improving future plans researching ways to plan better and increasing profits improving future plans, and, if needed, cutting costs increasing organization synergy and diversity receiving feedback, and, if needed, making new plans

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

The shared set of beliefs, values, knowledge, and patterns of behavior common to its people is a nation's _____. synergy laws alliances ethical set culture

culture A nation's culture is the shared set of beliefs, values, knowledge, and patterns of behavior common to a group of people.

Susan, from Iowa, arrived in Saudi Arabia and immediately noticed that the way Saudi men treat women is vastly different than how men in the U.S. treat women. Susan was feeling uncomfortable because she was experiencing ___. cognitive dissonance travel lag culture shock ethnocentrism situational cues

culture shock Because a culture is made up of so many nuances, visitors to another culture may experience culture shock, the feelings of discomfort and disorientation associated with being in an unfamiliar culture.

Even for nonprofits, sooner or later there will be no organization without ____. synergy focus ethical standards customers good laws the Employee Rule

customers

An organization's external stakeholders include ____. customers and employees employees, owners, and the board of directors customers, competitors, suppliers, distributors, strategic allies, employee associations, local communities, financial institutions, government regulators, special-interest groups, and the mass media suppliers, distributors, employees, owners, and the board of directors management and non-management employees

customers, competitors, suppliers, distributors, strategic allies, employee associations, local communities, financial institutions, government regulators, special-interest groups, and the mass media External stakeholders are people or groups in the organization's external environment that are affected by it.

At the strategic level of planning, managers must pay attention to the environment outside the organization, be future oriented, and ____. be more likely to understand the competition have less competition have more stability than at other levels have more control over employee issues deal with uncertain and competitive conditions

deal with uncertain and competitive conditions According to Figure 5.3, strategic planning includes long-term decisions about the overall direction of the organization. At the strategic level of planning managers must pay attention to the environment outside the organization, be future oriented, and deal with uncertain and competitive conditions.

wheel of retailing

describes of how new types of retailers enter the market as low-status, low-margin; new retailers gradually acquire more sophisticated and elaborate facilities, and become vunerable to new types of low margin retail competitors

Thomas has been studying Hugo Munsterberg's suggestions, and like Munsterberg, Thomas believes that psychologists can contribute to industry by _____. helping companies increase efficiency and productivity helping organizations increase diversity encouraging employees to develop new products devising management strategies to influence employees to follow management's interests developing strategies to influence employees to follow their interests

devising management strategies to influence employees to follow management's interests Hugo Munsterberg suggested that psychologists could contribute to industry in three ways: (1) study jobs and determine which people are best suited to specific jobs, (2) identify the psychological conditions under which employees do their best work, and (3) devise management strategies to influence employees to follow management's interests.

A pay structure, in which more efficient workers earn higher wages, as suggested by Frederick W. Taylor, is known as a(n) _____ system. increasing wage scale merited pay differential rate wide wage

differential rate Taylor, the father of scientific management, suggested employers institute a differential rate system, in which more efficient workers earned higher wages.

When more efficient workers earn higher wages, this is known as a _____ pay structure. scaled rate merited pay sliding wage biased wage differential rate

differential rate Taylor, the father of scientific management, suggested employers institute a differential rate system, in which more efficient workers earned higher wages.

divertive competition

diver customers from competing retailers (gas station with mcideez)

market segmentation

dividing of a heterogeneous consumer population into smaller, more homogeneous groups based on their characteristics

men shopping behaviors

don't like to shop, in & out, seldom shop w/o buying

China has been accused by shrimpers in South Louisiana of selling shrimp in the United States at a lower price than U.S. suppliers to drive down the price of American shrimp. The U.S. shrimpers are accusing the Chinese of ___. dumping establishing an embargo applying import quotas outsourcing trade protectionism

dumping Dumping is the practice of a foreign company's exporting products abroad at a lower price than the price in the home market or even below the costs of production to drive down the price of the domestic product.

Quotas are designed to prevent _____. exporting an embargo tariffs dumping outsourcing

dumping Quotas are designed to prevent dumping, which is the practice of a foreign company's exporting products abroad at a lower price than the price in the home market—or even below the costs of production—to drive down the price of the domestic product.

The behavioral viewpoint developed over the following phases: _____. early behaviorism, human relations movement, behavioral science early behaviorism, human relations movement, scientific management early behaviorism, industrial, human relations movement early behaviorism, human relations movement, administrative phase operations management, human relations movement, MBO phase

early behaviorism, human relations movement, behavioral science

The macroenvironment includes these forces: _______. international, demographic, diversity, family, culture, technology diversity, microenvironment, sociocultural, demographic, political-legal economic, technological, sociocultural, demographic, political-legal, international globalism, technological, sociocultural, demographic, microenvironment economic, technological, sociocultural, diversity

economic, technological, sociocultural, demographic, political-legal, international Beyond the task environment is the general environment, or macroenvironment, which includes six forces: economic, technological, sociocultural, demographic, political-legal, and international.

Greg, a supervisor, is known by his managers to be sharp in his decisions and has a good track record of meeting his goals. Greg is a(n) ____ manager. mentoring efficient visionary diverse effective

effective Effectiveness is the organization's ends, the goals. To be effective means to achieve results, to make the right decisions, and to successfully carry them out so they achieve the organization's goals.

Tom, a restaurant general manager, carefully watches his restaurant costs by reusing some items that in the past were immediately thrown away. Tom is an example of a(n) _____ manager. diverse mentoring efficient visionary effective

efficient Efficiency is the means of attaining the organization's goals. To be efficient means to use resources like people, money, and raw materials wisely and cost effectively.

Management is defined as the pursuit of organizational goals ____. efficiently and effectively efficiently and in a detailed-oriented manner correctly and with synergy with passion and effectiveness economically

efficiently and effectively

The United States has prohibited the import of products from Iran due to the political situation in that nation. This ban is an example of a(n) ____. protective accord embargo tariff import accord import limit

embargo An embargo is a complete ban on the import or export of certain products.

The employees of Mom's Pizza, a local pizza restaurant, feel that the owners and managers really try to follow the ethical policies outlined in their company's code of ethics. Pete, a cook, said that "Just today, Joe, our manager, called our supplier to let them know we received an extra case of tomatoes that we did not pay for. And they do this type of thing almost every day." Mom's Pizza maintains a(n) _____. holier-than-thou atmosphere synergy environment profitable climate ethical climate dilemma-free climate

ethical climate An ethical climate represents employees' perceptions about the extent to which work environments support ethical behavior. It is important for managers to foster ethical climates because they significantly affect the frequency of ethical behavior.

John, a construction manager, has been having problems finding quality employees in some of his foreign offices. While speaking with his attorney, Alisha, he mentioned that "in our locations overseas, many of our good employees have been quitting, and as you know, we have numerous lawsuits over personnel policies." Alisha explained that historically, these types of issues are a result of ____ policies. ethnocentric polycentric geocentric synergy MBO

ethnocentric A survey of 918 companies with home offices in the United States, Japan, and Europe found that ethnocentric policies were linked to such problems as recruiting difficulties, high turnover rates, and lawsuits over personnel policies.

The beliefs that there are few really new ideas and that true is better than new are two of the foundational principles of ___. the quality-management viewpoint scientific management evidence-based management MBO behavioral management

evidence-based management Evidence-based management is based on three truths: there are few really new ideas, true is better than new, and doing well usually dominates.

drug store- water; free water in small town of Wall

ex of product/ service

cost

ex: datril cheap alternative of tylenol

Sears & Wal-mart

example of channel captain?

gas stations, universities, airports

example of non traditional location

Dave's Furniture in South Carolina produces high-quality furniture and ships its products to customers in over 40 countries. This is an example of ____. dumping importing bartering countermarketing exporting

exporting When exporting, a company produces goods domestically and sells them outside the country.

A government's seizure of a domestic or foreign company's assets is known as ____. expropriation outsourcing embargoing diversification globalizing

expropriation Expropriation is defined as a government's seizure of a domestic or foreign company's assets.

Controlling is the arranging of jobs, people, and other resources to accomplish tasks and responsibilities. True False

false Organizing is defined as arranging tasks, people, and other resources to accomplish the work.

Efficiency and effectiveness means to use resources—people, money, raw materials, and the like—wisely and cost effectively. True False

false To be efficient means to use resources like people, money, and raw materials wisely and cost effectively. To be effective means to achieve results, to make the right decisions, and to successfully carry them out so they achieve the organization's goals.

competitive advantage

feature of the firm that is seen as superior to the competition

When the sales of a certain brand of diet soda slowed, a national grocery retailer decided to drop the price of that product, which resulted in a large increase in sales of the soda. This sales increase is a type of ____. quality control feedback input outcry Big Data

feedback Feedback is information about the reaction of the environment to the outputs that affects the inputs. Are the customers buying or not buying the product?

Today nearly one in six American workers is _____. foreign-born born in Canada born in the United States under the age of 18 over the age of 65

foreign-born

Patsy, a nurse, has decided to start a home health care service to assist with the medical, meal preparation, and light housecleaning needs of older adults. To grow her business, Patsy is focusing her marketing efforts on the older adult population; as she does this, she is involved with the _____ environment. general strategic allies natural capital task internal

general Age is part of the demographic force, and demographic forces are part of an organization's general environment.

A large production company has been utilizing the Hawthorne effect in its 12 international factories, and it has seen great success from implementing the Hawthorne principles that propose that ____. increasing diversity results in increases in worker productivity increasing synergy increases worker productivity giving more attention to employees increases worker productivity, if they think managers care about them cutting costs through outsourcing harms employee morale and productivity giving less attention to employees increases worker productivity

giving more attention to employees increases worker productivity, if they think managers care about them The Hawthorne studies were faulted for being poorly designed and not having enough empirical data to support the conclusions. Nevertheless, they succeeded in drawing attention to the importance of "social man" (social beings) and how managers using good human relations could improve worker productivity.

Regulatory agencies that establish ground rules under which organizations may operate are known as ____. government regulators watch dogs interest groups whistle-blowers government moderators

government regulators Government regulators establish ground rules under which organizations may operate.

target market

group of customers that a retailer is seeking to serve

The multiplier effect states that a manager's influence on the organization ___. can have great and continual cost implications can result in many types of company diversity also results in large consequences for employees' families has implications far beyond the results that can be achieved by one person acting alone is felt repeatedly for many days

has implications far beyond the results that can be achieved by one person acting alone

monopolistic competition

heterogeneous products, competitors offer similar goods (cheveron vs race track); subsitutes exist even if different brands or same brand

Abraham Maslow's listing of physiological, safety, love, esteem, and self-actualization needs, and his belief that some of these needs must be satisfied before others, was proposed in his _________. hierarchy of human needs theory Y hierarchy of human psychology development process approach theory X

hierarchy of human needs In 1943, Maslow proposed his famous hierarchy of human needs: physiological, safety, love, esteem, and self-actualization.

7/11, Circle K

high margin, high turnover

jewlery, furniture

high margin, low turnover

When talking with Shane, a sales manager, she remarked that typically, her employees sincerely and positively overstate their job performance and abilities. This is an example of the ____ effect. motivated blindness fudging holier-than-thou overstatement cheating

holier-than-thou With the "holier-than-thou" effect, science writer Benedict Carey suggests, "people tend to be overly optimistic about their own abilities and fortunes—to overestimate their standing in class, their sincerity, their discipline."

oligpolostic competition

homogeneous products, relatively few sellers or many small ones who lead to the big ones, expectation that a move by one seller will be responded to by another

retail accordion

how retail institutions evolve from outlets that offer wide assortments to specialized stores and continue repeatedly through the pattern (wide, narrow, wide)

The United States limits the amount of cheese purchased from other countries; this policy is a type of ____. trade embargo export quota import dumping import tariff import quota

import quota An import quota is a trade barrier in the form of a limit on the numbers of a product that can be imported.

Dominique owns an international grocery store where customers can purchase products from other countries. Dominique's store is an example of a company that ____. exports inputs imports countertrades globalizes

imports When importing, a company buys goods outside the country and resells them domestically.

An ethical dilemma is a situation ____. you must emphasize social performance in which you need to decrease costs you must emphasize economic performance you review standards of right and wrong that influence behavior in which you have to decide whether to pursue a course of action that may benefit you or your organization but is unethical or even illegal

in which you have to decide whether to pursue a course of action that may benefit you or your organization but is unethical or even illegal

Hannah, an engineer for an oil company, is interested in working overseas at this stage of her life because she knows that foreign work experience demonstrates ____ to potential employers. discipline and a strong will independence and strong leadership skills good management skills independence, resourcefulness, and entrepreneurship independence, resourcefulness, and discipline

independence, resourcefulness, and entrepreneurship Foreign experience demonstrates independence, resourcefulness, and entrepreneurship, according to management recruiters.

Steve, a recent college graduate in computer programming, is interested in several positions with global companies because he knows that working in other countries exhibits ____ to potential employers according to management recruiters. polycentricity and strong leadership skills ethnocentricity independence, resourcefulness, and entrepreneurship discipline and flexibility independence, flexibility, and discipline

independence, resourcefulness, and entrepreneurship Foreign experience demonstrates independence, resourcefulness, and entrepreneurship, according to management recruiters.

Donna, a chef in a fine restaurant, utilizes top-of-the-line equipment as she prepares meals for customers. Donna and her equipment are a(n) ______ in the restaurant's system. output-participant piece cog input output

input Inputs are the people, money, information, equipment, and materials required to produce an organization's goods or services. Whatever goes into a system is an input.

Greg, the president of an IT company, purchased a large number of shares of company stock before the news of a new revolutionary computer processor was made public that will cause company profits to increase considerably. This action by Greg could be considered an example of _____. insider trading a Ponzi scheme ethical behavior internal information information abuse

insider trading Insider trading is the illegal trading of a company's stock by people using confidential company information.

The board of directors, employees, and owners are the organization's ___. community stakeholders advisory group shareholders internal stakeholders external stakeholders

internal stakeholders' The internal stakeholders consist of employees, owners, and the board of directors (if any).

changes in the economic, political, legal, and technological global system that may affect an organization are ______ forces. demographic local internal stakeholder international technological

international International forces are changes in the economic, political, legal, and technological global system that may affect an organization.

According to management scholar Henry Mintzberg, managers play three roles: 1)interdependent, monitor, analytical 2)professional, leader, informational 3)interpersonal, analytical, monitor 4)interpersonal, analytical, professional 5)interpersonal, informational, decisional

interpersonal, informational, decisional

store sold its entire inventory

inventory turnover of 6 times means....

strategic planning

involves adapting the resources of the firm to the opportunities and threats of an ever-changing retail environment

The police chief is meeting with some citizens in his community, where he will discuss the police department's positive service delivery. The success of his organization is measured by _____. its profitability its increased involvement in the community its effectiveness, such as decreased crime how much money he saved last year its image in the public's eyes

its effectiveness, such as decreased crime In a nonprofit organization, although income and expenditures are very important concerns, the measure of success is usually the effectiveness of the services delivered.

According to equity theory, a person who feels equitably treated is motivated to ________.

keep things as they are

A national sales organization has implemented a set of training courses on its intranet, with a link that allows employees to find and share answers to questions that arise with customers. This system that allows the sharing of knowledge and information throughout an organization is known as ___. a knowledge base a wisdom system a strategy database knowledge management knowledge implementation

knowledge management

A national sales organization has implemented a sets of training courses on its intranet, with a link that allows employees to find and share answers to questions that arise with customers. A system that allows the sharing of knowledge and information throughout an organization is known as ___. knowledge implementation a strategy database a wisdom system knowledge management Big Data

knowledge management Knowledge management is the implementing of systems and practices to increase the sharing of knowledge and information throughout an organization.

At times, customers have an unexpected need and require certain departments, such as production, to change their schedule to meet the demands of the sales department. When Susan, the vice president of marketing, is involved in resolving this conflict, this is an essential part of which management function? staffing delegating leading implementing monitoring

leading

When communicating across cultures, the best option regarding language use is _____. rely on the goodwill and knowledge of others assume that business is always conducted in English use a translation app or device employ a translator learn the local language

learn the local language In communicating across cultures, you have four options: (a) You can speak your own language. (The average American believes that about half the world can speak English, when actually it's close to 18%.) (b) You can use a translator. (Try to get one who will be loyal to you rather than to your overseas host.) (c) You can try using a translation app, such as Google Translate, that turns a smartphone into an interpreter, although this can be cumbersome. (d) You can learn the local language—by far the best option.

women shopping behaviors

likes it, shop w/o buying, takes time, enjoys, pride themselves on shopping prowess

According to the cognitive view, which of the following is NOT a behavior a person would adopt in order to become a conscious, active participant in their own learning?

look at consequences and ignore them if necessary to be happy

target, Sams

low margin, high turnover

out of business

low margin, low turnover

cost, product/service differentiation, niche strategies

major types of competitive advantages:

Don works diligently to accomplish the company goals in an efficient and effective manner, utilizing his employees through planning, organizing, leading, and controlling company resources. Don is ___. delegating developing synergy entrepreneuring managing vision planning

managing

Don works diligently to accomplish the company goals in an efficient and effective manner, utilizing his employees through planning, organizing, leading, and controlling company resources. Don is ___. developing synergy entrepreneuring delegating managing vision planning

managing

In a late October marketing meeting, Theresa, the branch manager, told her marketing manager, Sal, that she needed two things by the end of the year from him: "First I want your goals for next year, and then I need your action plan to reach your goals, your ____." code of ethics vision statement marketing plan business plan expense report

marketing plan The goal should be followed by an action plan, which defines the course of action needed to achieve the stated goal, such as a marketing plan or sales plan.

target market, retail mix, value proposition

marketing strategies:

On an organization's board of directors, inside directors ____; outside directors _____. are always retired executives; typically are employees are supposed to be elected from outside the organization; may be members of the firm must work for the organization; are paid members of the organization may be members of the firm; are supposed to be elected from outside the firm must work for the company; are also members of the firm

may be members of the firm; are supposed to be elected from outside the firm Inside directors may be members of the firm; outside directors are supposed to be elected from outside the firm.

gross margin %

measure of profitability derived by dividing gross margin by net sales

non-price competition

merchandise mix, private label merchandise, provide other value for the customer (free gas, free sausage)

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 ___. code of ethics belief statement management pledge mission statement goals pact

mission statement A mission statement expresses the purpose of the organization. Whether the organization is for-profit or nonprofit, the mission statement identifies the goods or services the organization provides and will provide. Sometimes it also gives the reasons for providing them (to make a profit or to achieve humanitarian goals, for example).

Quality Vacuum has been manufacturing excellent vacuum cleaners for over 50 years. In the employee break room is a banner that reads, "We will always provide the highest-quality vacuums at the lowest cost to our customers and always give honest, winning customer service, thereby earning a fair profit for our stakeholders." This statement is Quality Vacuum's ____. objective statement mission statement code of ethics vision statement heart pact

mission statement A mission statement expresses the purpose of the organization. Whether the organization is for-profit or nonprofit, the mission statement identifies the goods or services the organization provides and will provide. Sometimes it also gives the reasons for providing them (to make a profit or to achieve humanitarian goals, for example).

Raylene, the CEO of a Fortune 500 company, met with business leaders from the local community. Afterwards, she spent time informally answering their questions about the company as part of which managerial role? monitor entrepreneur consumerism resource allocator leadership figurehead

monitor

Dawn, a young single mother, found a wallet with a large amount of money inside. In the past she has always tried to return the cash to the owner, knowing it is the right thing to do. However, with tough times, she has decided to keep the cash. She told a friend, "I don't normally do this, but we really need the money. So I really have to do it this one time." The most likely explanation for Dawn's behavior is _____. motivated blindness the need-to effect sociocultural forces the holier-than-thou effect a depression disorder

motivated blindness Motivated blindness is the tendency to overlook information that works against our best interest. "People who have a vested self-interest, even the most honest among us, have difficulty being objective," says one report. "Worse yet, they fail to recognize their lack of objectivity." Motivated blindness enables us to behave unethically while maintaining a positive self-image.

Alonzo, the president of the student class and honor society, has been very busy and did not study for the history test. Although Alonzo is very confident, he realizes that he probably will not do well on the exam and has talked himself into cheating because he feels it is worth it to maintain his strong GPA, which he will need to be accepted by a good college. He tells his friend, "I don't usually do this, but I really have to do it." The cause of Alonzo's behavior is ____. the deception effect a depression disorder the holier-than-thou effect the cheating requirement motivated blindness

motivated blindness Motivated blindness is the tendency to overlook information that works against our best interest. "People who have a vested self-interest, even the most honest among us, have difficulty being objective," says one report. "Worse yet, they fail to recognize their lack of objectivity." Motivated blindness enables us to behave unethically while maintaining a positive self-image. Most students rationalize their behavior by saying, "I don't usually do this, but I really have to do it." They would rather cheat, that is, than show their families they got an F.

Tops Burger, based out of Texas, has locations in 25 countries. Tops is a ____. foreign firm foreign partner multinational organization conglomerate multinational corporation

multinational corporation A multinational corporation, or multinational enterprise, is a business firm with operations in several countries.

generic (white/yellow)

no name brand

A goal is also known as a(n) ____. norm business plan task vision objective

objective A goal, also known as an objective, is a specific commitment to achieve a measurable result within a stated period of time.

For MBO to be successful, top management must be committed, it must be applied organizationwide, and _____. there must be community support objectives must cascade employees need to provide continuous feedback to each other objectives must remain fixed and unchanging objectives must be generated bottom-up

objectives must cascade For MBO to be successful, top management must be committed, it must be applied organizationwide, and objectives must cascade.

Vicarious learning

occurs when the learner becomes motivated to perform a behavior by watching another person performing it and being reinforced for doing so; also called observational learning

independent retailer

one location

Right Motors calls its customers after they purchase an automobile from the dealership. In addition, every year customers are asked to complete a short survey about the car they purchased from Right and the dealer's service. This is an example of a(n) ___ system. open closed ongoing open-door environmental

open An open system continually interacts with its environment.

Managers in a plumbing company have been having problems with employees starting cliques. To develop more of a team culture, the CEO suggested utilizing Mary Parker Follett's belief: companies should _____. increase diversity utilize time-motion studies operate as a community, with employees working in harmony implement a more rigid environment strive to cut costs and increase efficiency

operate as a community, with employees working in harmony One of Mary Parker Follett's important contributions to management theory was that organizations should be operated as "communities," with managers and subordinates working together in harmony.

Donna is the service desk coordinator in a department store, and she has set a goal this month of finishing her daily office work quicker so she can assist at the Service Desk earlier in the morning. She knows this will also help decrease theft, which will assist the company in achieving its goal of decreasing costs. Donna's goal of finishing her office work quicker is a(n) _____. operational goal operating plan strategic goal strategic plan tactical plan

operational goal Operational goals are set by and for first-line managers and are concerned with short-term matters associated with realizing tactical goals.

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. This objective set by Susan and for her is an example of a(n) ____. operational goal supervisory objective tactical goal lower-level objective front-line goal

operational goal Operational goals are set by and for first-line managers and are concerned with short-term matters associated with realizing tactical goals.

A local farmer grows and sells tomatoes and beans to the local grocers. Using the systems viewpoint, the tomatoes, beans, and profits that are earned from the sales are known as a(n) _____. therblig transformational process result input output

output Outputs are the products, services, profits, losses, employee satisfaction or discontent, and the like that are produced by the organization. Whatever comes out of the system is an output.

Amy, a successful banker and educator, has decided to retire, but she is very interested in staying involved with a company "that cares." So when asked to be on its board of directors, she gladly accepted the invitation. As a member of the board, Amy will be involved with the organization's ____. overall strategic goals and approval of major decisions daily company management and employee supervision oversight of sales and marketing overall strategic goals and global HR management daily specific company goals and management of a specific department

overall strategic goals and approval of major decisions Members of the board of directors are very important in setting the organization's overall strategic goals and in approving the major decisions and salaries of top management.

The triple bottom line represents ______, also known as the ____. people, purpose, and profit; triple Ps financial forecasting; financial positive Fs people, planet, and profit; 3 Ps energy, excitement, and excuse; and excuse success formula synergy, diversity, and change; diversity scale

people, planet, and profit; 3 Ps The triple bottom line—representing people, planet, and profit (the 3 Ps)—measures an organization's social, environmental, and financial performance.

Interpersonal Justice

perception of fairness he or she receives from whoever distributes outcomes to him or her.

Paul and Anna Jones are wealthy entrepreneurs who are very interested in helping children who have been abused. Their goal is to donate a percentage of their company profits to helping these children. The Jones's actions are an example of _____. philanthropy corporate ethics mentoring corporate governance corporate sustainability

philanthropy Philanthropy is defined as making charitable donations to benefit humankind.

product

physical or service offered for sale

While sitting at her desk, Ann is setting goals and deciding how to achieve them. She is ___. delegating synergizing controlling planning diversifying

planning

To better meet corporate goals this year, Donna, a CEO, is encouraging her managers to focus on the major functions of management, which include ______. recruiting, monitoring, delegating, coordinating planning, organizing, recruiting, monitoring, delegating planning, organizing, leading, controlling planning, organizing, leading, controlling, arbitrating recruiting, planning, organizing, leading

planning, organizing, leading, controlling Fayol was the first to identify the major functions of management—planning, organizing, leading, and controlling—as well as coordinating.

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

planning/control cycle The planning/control cycle describes a constant feedback loop designed to ensure plans stay headed in the right direction.

The profits of ABC Grocery have dropped significantly over the last several months. After investigating, the owner realizes that the store is moving in the wrong direction in many departments, so there needs to be greater focus by management. This is an example of how an organization can progress in the wrong direction with ____. a poor plan no focus on JIT too much employee diversity little company diversity no code of ethics

poor plan A poor plan can send an organization in the wrong direction.

population variables

population growth trends, age distributions, ethic group, and geographic trends

Monochronic time is a ___. time when little is accomplished preference for doing one thing at a time time of chronic, frequent errors preference for multitasking desire to do as little as possible for a period of time

preference for doing one thing at a time Monochronic time is a preference for doing one thing at a time. In this perception, time is viewed as being limited, precisely segmented, and schedule driven.

Polychronic time is a ___. time when little is accomplished preference for doing one thing at a time time of chronic, frequent errors preference for multitasking desire to do as little as possible for a period of time

preference for multitasking

To help maintain a competitive advantage, the emphasis for most companies is on _____. employee training employee longevity production efficiency employee happiness company synergy

production efficiency A generation ago, organizations rewarded employees for their length of service. Today, however, the emphasis is on efficiency: Companies strive to produce goods or services as quickly as possible using as few employees (and raw materials) as possible.

A single-use plan encompassing a variety of projects or activities is an example of a ___. project policy procedure program rule

program A program is a single-use plan encompassing a range of projects or activities.

Pregnancy Discrimination act

prohibits discrimination against pregnant women

Civil Rights act

prohibits discrimination and allows for the awarding of punitive and compensatory damages, in addition to back pay, in cases of intentional discrimination

Paula, the store manager, asked Tom to organize the prize giveaways for the store's grand reopening open house. This plan is an example of a(n) ___. program development policy project agenda

project A project is a single-use plan of less scope and complexity than a program. For example, the space shuttle project, one of several projects in the government's space program, consisted of three shuttles: Discovery, Endeavour, and Atlantis.

A tax on automobiles imported into the United States that raises prices on imported vehicles to make the price of cars produced here more competitive is a(n) ______; a tax on all oil imported into the United States, which is implemented to raise money for the American government, is known as a(n) ____. embargo agreement; income tariff protective tariff; revenue tariff import barrier; income tariff revenue tariff; protective tariff quota tariff; revenue tariff

protective tariff; revenue tariff There are two types of tariffs: One is a protective tariff, which is intended to raise the price of imported goods to make the prices of domestic products more competitive. The other, a revenue tariff, is designed simply to raise money for the government, such as a tax on all oil imported into the United States.

An organization should adopt planning and strategic management to ____. develop MBO, encourage new ideas, and increase profits decrease costs and increase synergy provide encourage new ideas, and increase organization diversity keep employees happy, encourage new ideas, and decrease costs provide direction and momentum, encourage new ideas, and develop a sustainable competitive advantage

provide direction and momentum, encourage new ideas, and develop a sustainable competitive advantage An organization should adopt planning and strategic management for three reasons: They can (1) provide direction and momentum, (2) encourage new ideas, and above all (3) develop a sustainable competitive advantage.

The plant manager of a factory that produces tires told Sal, the purchasing manager, to approach the suppliers of the plant to discuss discounts. A supplier to that factory ____. provides raw materials, services, equipment, labor, or energy helps Sal's company sell its goods and services to customers joins forces with Sal's plant to achieve advantages neither can perform as well alone competes for customers or resources rescinds tax breaks when firms don't deliver promised jobs

provides raw materials, services, equipment, labor, or energy A supplier is a person or an organization that provides supplies like raw materials, services, equipment, labor, or energy to other organizations.

The field of behavioral science includes _____. psychology, sociology, forensic science, economics psychology, forensic science, sociology, anthropology, economics chemistry, biology, earth science, management psychiatry, technology, environmental science, forensic science psychology, sociology, anthropology, economics

psychology, sociology, anthropology, economics The disciplines of behavioral science include psychology, sociology, anthropology, and economics, all of which consider human behavior.

homogeneous, many buyers and sellers, ease of entry

pure competition occurs:

law of diminishing returns or law of marginal utility

pure monopoly is also called

Because Ace Development Services is the only company that supplies a critical product for clients, customers of Ace are likely to ____. stop producing products needing the Ace part pay lower prices for the Ace parts be more profitable increase company synergy put up with poor-quality products

put up with poor-quality products

After returning home from a trade show, Mr. Jones, the president of a manufacturing company, spoke to his employees in a production meeting about a new approach that should increase their production bonus by improving their performance. To do so, Mr. Jones discussed a goal of "zero defects." This is an example of ____. the total quality movement scientific management redesign constancy of purpose quality assurance

quality assurance Developed in the 1960s, quality assurance focuses on the performance of workers, urging employees to strive for zero defects. Quality assurance has been less successful because often employees have no control over the design of the work process.

Melissa, the hotel manager, knows that the number of guests at her hotel has significantly decreased. Therefore, corporate has made it clear that the amount each department can spend on certain items will need to be cut for the year. Melissa needs to work with the hotel department managers on how to cut costs, as a part of her ______ role. monitor disturbance handler disseminator resource allocator entrepreneur

resource allocator

The justice approach to deciding ethical dilemmas is guided by _____. respect for society and the environment respect for the fundamental rights of human beings respect for impartial standards of fairness and equity what will result in the individual's best long-term interests increasing profits and workplace diversity

respect for impartial standards of fairness and equity

intro, growth, maturity, decline

retail life cycle:

service

retailer uses to facilitate that sale

price, service, product selection, location, customer experience

retailers compete 5 factors:

customer orientation, coordinated effort, value driven, achieve the firm's goal

retailing concept:

Steve, a hotel general manager, has had great success using MBO. Hannah, his district manager, has found that his employees are highly motivated, and she believes that this is the case because in using MBO, Steve ____. rewards his employees with compliments, raises, and other benefits as they meet their goals uses the Outward Theory that proposes discussing issues in open meetings gives few compliments, but is very honest with his employees has increased training is big on discipline

rewards his employees with compliments, raises, and other benefits as they meet their goals Because the purpose of MBO is to motivate employees, performance that meets the objectives should be rewarded with compliments, raises, bonuses, promotions, or other suitable benefits.

Mary Parker Follett anticipated some of today's concepts, such as _____. self-managed teams and worker empowerment management-lead teams and diversity worker empowerment and scientific management quality assurance and transformation processes synergy and MBO

self-managed teams and worker empowerment Mary Parker Follett anticipated some of today's concepts of "self-managed teams," "worker empowerment," and "interdepartmental teams"—that is, members of different departments working together on joint projects.

pure monopoly

seller is the only one selling a particular product and will set its selling price accordingly (gas station on island)

In a low-context culture ____. citizens prefer to meet face-to-face rather than electronically e-mail is a very popular method of communicating meanings are primarily derived from situational cues life moves at a very slow pace shared meanings are primarily derived from written and spoken words

shared meanings are primarily derived from written and spoken words A person from North America, Great Britain, Scandinavia, Germany, or Switzerland, for example, comes from a low-context culture in which shared meanings are primarily derived from written and spoken words.

What mechanism is used to provide a systematic assessment of an organization's triple bottom line? sustainability program diversity program financial audit code of ethics social audit

social audit Success in these areas can be measured through a social audit, a systematic assessment of a company's performance in implementing socially responsible programs, often based on predefined goals.

Americans driving less and young people having less interest in cars are examples of trends in society known as ____ forces. diversity financial legal political sociocultural

sociocultural Sociocultural forces are influences and trends originating in a country's, a society's, or a culture's human relationships and values that may affect an organization.

______, or the ability to motivate, to inspire trust, and to communicate with others, are important for all levels of management. Soft skills Technical skills Training skills Strategic planning Planning and organizing skills

soft skills

Tom, a production manager, believes that some of his workers are unhappy with their job, so they are not working as hard as they could be. This reduction in effort is also known as ____. soldiering getting by sliding breaking parting

soldiering Soldiering is deliberately working at less than full capacity capacity according to Frederick Taylor and the four principles of scientific management.

An entrepreneur is best described as ___. a type of research assistant a type of intrapreneur someone who develops a new enterprise without risks someone who works inside an existing organization and sees a new product opportunity someone who takes risks to try to create a new enterprise

someone who takes risks to try to create a new enterprise

Ethics are _____. always synergy driven standards of right and wrong that influence behavior rules that result in happier employees company policies that need not be discussed a type of norm

standards of right and wrong that influence behavior

Ethics are _____. influences arising from changes in the characteristics of a population behavior accepted as "right" a type of written code for an organization standards of right and wrong that influence behavior rules to be enforced in an organization

standards of right and wrong that influence behavior

productivity objectives

state the sales objective that the retailer desires for each unit of resource input: floor space, labor, inventory investment

Ole McDonald, a successful farm equipment supply company in the Midwest, joined with A-Plus Supply, a national hardware and home retailer, so Ole McDonald can open stores in other regions and A-Plus can now offer a high-quality product in the farm community. This is an example of a ___ relationship. strategic allies supplier customer competitor distributor

strategic allies The term strategic allies describes the relationship of two organizations who join forces to achieve advantages neither can perform as well alone.

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) ____. operational goal tactical goal strategic goal business plan management guideline

strategic goal Strategic goals are set by and for top management and focus on objectives for the organization as a whole.

define mission, SWOT, delineate target market, establish components of the retailing mix

strategic plan 4 components:

A music teacher asked her students to set a really hard goal, such as increasing your practice time by 10 hours per week, which would cause her students to stretch beyond what they think is possible, this is known as a(n) ____. mission statement strategic goal stretch goal MBO plan growing goal

stretch goal If you have outsize ambitions, you might set yourself a really hard goal (e.g., increase study time 50%)—what's known as a stretch goal, or "stretching yourself beyond what your mind might think is safe," according to one definition from Richard Branson, founder of Virgin Atlantic airlines.

The systems viewpoint regards parts making up the whole system as ____. macrosystems subsystems management collections organizational sets microsystems

subsystems Parts making up the whole system are subsystems.

When building a new residential development or mall, a national real estate organization typically does not remove many trees, basing its decision on the belief that natural resources are limited, and we need to not compromise the ability of future generations to meet their own needs. This management philosophy is known as ___. enviroethics sustainability green values natural ethics social capital

sustainability Sustainability is defined as economic development that meets the needs of the present without compromising the ability of future generations to meet their own needs.

The Jones family had a fire that destroyed their home. Various departments of a restoration company, from the initial cleanup crew to the assistance with the Jones family moving back in, worked together to achieve this goal. This is an example of a(n) ____. input-output structure structure process stepped process system

system A system is a set of interrelated parts that operate together to achieve a common purpose, even when it does not work well.

false

t/f: A recent study found that most elderly Americans plan in their wills, to divide up their assets equally among their children.

true

t/f: Our book mentions the easiest way for retailers to differentiate themselves is to satisfy the customer's needs and wants better than their competition.

true

t/f: Retailers recognize that Gen Y consumers are concerned with how a product makes them look, not the shopping process.

true

t/f: Strategic planning involves adapting the resources of the firm to the opportunities and threats in an ever-changing environment.

false

t/f: The good news for retailers who are targeting the large Hispanic population is that all Hispanics exhibit similar behaviors in the market place.

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 decided how his division can contribute to the two strategic goals set by upper management. These types of objectives set by Greg are _____. tactical goals vision statements management guidelines operational goals codes of ethics

tactical goals Tactical goals are set by and for middle managers and focus on the actions needed to achieve strategic goals.

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 is ____. writing a belief statement producing a code of ethics management pledging tactical planning developing a goals pact

tactical planning Tactical planning is 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.

Like other international companies, Jane is interested in expanding her candle business globally primarily to ___. take advantage of supplies, new markets, and a diverse workforce utilize export embargos to increase business take advantage of supplies, new markets, and lower labor costs increase synergy and diversity implement tariffs and import quotas

take advantage of supplies, new markets, and lower labor costs Companies expand internationally to take advantage of availability of supplies, new markets, lower labor costs, access to finance capital, or avoidance of tariffs and import quotas.

physical differentiation

target's upscale merchandise

The mass media is considered part of an organization's _____. internal stakeholders distribution network general environment macroenvironment task environment

task environment No manager can afford to ignore the power of the mass media—print, radio, TV, and the Internet—to rapidly and widely disseminate news both bad and good. Thus, most companies, universities, hospitals, and even government agencies have a public relations person or department to communicate effectively with the press. This is part of an organization's task environment.

New developments in methods for transforming resources into goods or services are _____ forces. political-legal technological demographic sociocultural media

technological Technological forces are new developments in methods for transforming resources into goods or services.

Conceptual skills consist of ____. the ability to think analytically, to visualize an organization as a whole, and to understand how the parts work together the ability to think practically the ability to work well in cooperation with other people to get things done the ability to think in a logical manner the job-specific knowledge needed to perform well in a specialized field

the ability to think analytically, to visualize an organization as a whole, and to understand how the parts work together

One way to think of management is ___. the science of helping people the science of synergy the science of accomplishing things efficiency in motion the art of getting things done through people

the art of getting things done through people

When Cheyanne, the manager, was discussing a difficult competitive problem with the owner, she asked, "What management approach do you think will work best in this situation?" Asking this question to determine a solution is utilizing ____. the synergy method the diversity viewpoint scientific management the contingency viewpoint the devil's advocate method

the contingency viewpoint The contingency viewpoint emphasizes that a manager's approach should vary according to, or be contingent on, the individual and the environmental situation.

Hugo Munsterberg was known as ____. a pioneer of scientific management the father of MBO the originator of sociology the father of industrial psychology the father of scientific management

the father of industrial psychology Hugo Munsterberg has been called the father of industrial psychology. His ideas led to the field of industrial psychology, the study of human behavior in workplaces, which is still taught in colleges today.

Last week Paul, CEO of Quality Furniture in South Carolina, traveled to Europe to visit customers. While overseas, Paul checked his e-mail daily and visited his company's website to show to customers. After visiting the last customer Friday morning, Paul was able to return to the corporate office to meet with his board of directors that night. This "shrinking" of time and space with air travel and electronic media defines ____. the intranet the global village synergy e-commerce the small world philosophy

the global village

Dave and his wife are expecting their first child this week, but Dave had to attend a very important meeting in Mexico City. While in Mexico, Dave was able to check his phone for text messages every hour, and as soon as his wife went into labor, he was able to return home in less than six hours. This "shrinking" of time and space with air travel and electronic media is known as ____. polychronic time the global village worldwide synergy offshoring the worldwide network

the global village Global village refers to the "shrinking" of time and space as air travel and the electronic media have made it easier for the people around the globe to communicate with one another.

Last week Paul, CEO of Quality Furniture in South Carolina, traveled to Europe to visit customers. While overseas, Paul checked his e-mail daily and visited his company's website to show to customers. After visiting the last customer Friday morning, Paul was able to return to the corporate office to meet with his board of directors that night. This "shrinking" of time and space with air travel and electronic media defines ____. the intranet the global village synergy e-commerce the small world philosophy

the global village Global village refers to the "shrinking" of time and space as air travel and the electronic media have made it easier for the people around the globe to communicate with one another.

For organizations' board of directors, and in particular, their oversight of the CEO, the biggest complaint appears to be _____. the lack of interest in company matters the independence of the directors the lack of corporate social responsibility the focus on profit above employee satisfaction the ethical code of management

the independence of the directors The biggest complaint concerns the independence of the directors. Inside directors may be members of the firm, but outside directors are supposed to be elected from outside the firm. However, in some companies, the outside directors have been handpicked by the CEO, making oversight difficult.

channel advisor

the institution in the marketing channel that is able to plan for and get other channel institutions to engage in activities they might not otherwise engage in

management

the planning, organizing, leading , and controlling of human and other resources to achieve organizational goals efficiently and effectively

Informal organization

the system of behavioral rules and norms that emerge in a group

The vice president of marketing, while meeting with the district sales managers, mentioned that management theorist Peter Drucker compared ____. 1) present politicians to past leaders 2) the present economy to that of the Great Depression 3) marketing concepts of this century with the past 4) apples and oranges 5) the workplace of the future to a symphony orchestra

the workplace of the future to a symphony orchestra

New York Times columnist Thomas Friedman noted that globalization has leveled the competitive playing fields between industrial and emerging-market countries. This phenomenon proposes that ____. the world is one world economies are narrowing the world is flat globalism is decreasing one world government is the answer

the world is flat American firms have been going out into the world in a major way, even as the world has been coming to us. This has led to what New York Times columnist Thomas Friedman has called, in his book The World Is Flat, a phenomenon in which globalization has leveled (made "flat") the competitive playing fields between industrial and emerging-market countries.

The 17 basic units of motion, identified by Frank and Lillian Gilbreth, were named _____. gilbreths therbligs units time frames action works

therbligs A made-up word you won't find in most dictionaries, therblig was coined by Frank Gilbreth and is, in fact, Gilbreth spelled backward, with the t and the h reversed. It refers to 1 of 17 basic motions. By identifying the therbligs in a job, Frank and his wife, Lillian, were able to eliminate motions while simultaneously reducing fatigue.

As part of becoming a world citizen, Joe, who is from Michigan and who is transferring to the Paris office, is trying to do things to ___. think local and keep a global focus enhance the American global image of being thrifty enhance the American global image of being a caring, wonderful person reinforce the American stereotype of being self-absorbed and quiet learn how not to be a "cheap American"

think local and keep a global focus Becoming a world citizen includes learning how to study up on your host country's local customs and try to meet new people who might help you in the future. You must be global in your focus, but think local.

Andre, 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 Andre asked his managers to concentrate on the two first steps of MBO, which are ____. to periodically review performance and develop an action plan for employees to develop an action plan and study the competition for managers to develop an action plan and give a performance appraisal to jointly set objectives and have managers develop action plans to review the employee performance and set an action plan based on performance

to jointly set objectives and have managers develop action plans Management by objectives (MBO) is a four-step process in which (1) the manager and employee jointly set objectives for the employee, (2) the manager develops action plans, (3) the manager and employee periodically review the employee's performance, and (4) the manager makes a performance appraisal and rewards the employee according to results.

break-even point

total revenues equals total expenses

asset turnover

total sales divided by total assets and shows how many dollars of sales a retailer can generate on an annual basis with each dollar invested in assets

An import quota is a(n) ____. trade encouragement embargo export fee trade barrier type of dumping

trade barrier An import quota is a trade barrier in the form of a limit on the numbers of a product that can be imported.

The United States uses government regulations, such as tariffs, embargoes, and import quotas, to limit the import of goods and services and protect their U.S. industries against foreign competition. This use of these regulations is known as ____. blocking export protectionism trade protectionism dumping domestic protectionism

trade protectionism Countries often use trade protectionism, which is the use of government regulations to limit the import of goods and services to protect their domestic industries against foreign competition. Tariffs, embargoes, and import quotas are among the measures used in protectionism.

free standing, planned center, central business district, non-traditional

types of location:

product/ service

unique and offers value beyond the norm

Felix pays a lot of attention to the environment outside his company, staying alert for long-run opportunities and problems and devising strategies for dealing with them. Felix is a(n) ____ level manager. board upper first-line monitoring team leader

upper (Top Manager)

A declaration that expresses what the organization should become and where it wants to go strategically is its ____. mission statement objectives statement management code vision statement code of ethics

vision statement A vision statement expresses what the organization should become, where it wants to go strategically.

The classical management viewpoint emphasized ____. company diversity ways to manage work more effectively MBO ways to manage work more efficiently ways to increase flexibility

ways to manage work more efficiently The classical management approach emphasized ways to manage work more efficiently.

outshopping

when a household travels outside their community of residence or use the internet to shop

private-label branding

when a retailer develops its own brand name and contracts with a manufacturer to produce the product with the retailer's brand, or designer lines, where a known designer develops a line exclusively for the retailers

ex: price competition

when wal-mart expects supplies to help control costs (RFID mandate, prepackaged sensormatic)

national (manufacturer)

whirlpool/ livings

75% of all women aged 25-34 are employed; postpones children, protected homes from inflation

women in labor force:

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 _____. get a new perspective by asking people who have failed avoid developing a business plan the first year of business write a business plan learn from experience, the best teacher, rather than a mentor try new things regardless of the risk

write a business plan Almost everyone starting a new business is advised to write a business plan.

Mary Parker Follett

"Mother of Management" Concerned that Taylor ignored the human side of the organization. Suggested workers help in analyzing their jobs. If workers have relevant knowledge of the task, then they should control the task. Knowledge and expertise should trump formal position.

Esprit de Corps

A common feeling of devotion to a cause among the members of a group; team spirit; comradeship. One of Fayol's 14 Principles of Mgmt.

Organizational Structure

A formal system of task and reporting relationships that coordinates and motivates organizational members so that they work together to achieve organizational goals

Because you greatly dislike a commute that is longer than ten minutes you must find a job that is close to where you live. What is a short commute an example of?

A need

Learning

A relatively permanent change in behavior or behavioral potential resulting from direct or indirect experience.

Which of the following is NOT a condition of job performance?

Being able to provide self-direction

Why are different forms of intelligence important to career choices?

Bodily-anesthetic (athletes) Interpersonal (psychologist) Intrapersonal Linguistic (authors) Logical-mathematical (engineers) Musical (composers) Spacial-visual (artists)

Levels of Management

CEO ^ Top Managers ^ Middle Managers ^ First-Line Managers

Three Key Managerial Skills

Conceptual Human Technical

In terms of behavior modification, any behavior can be understood as being a result of its ____________.

Consequences

What are the three rules that influence the attribution process?

Consistency, distinctiveness, and consensus

Because you want to get new employees up to speed as quickly as possible and want them to learn their jobs as quickly as possible you decide to use ________________.

Continuous reinforcement

F.W. Taylor

Created Scientific Management and four principles. Performed time & motion studies using stopwatches to carefully measure the tasks to complete a job. Intentions of simplifying jobs to reduce the number of tasks for each worker. Selected workers who matched the task.

external locus of control

the perception that chance or outside forces beyond your personal control determine your fate.

internal locus of control

the perception that you control your own fate