ch. 5 mgmt

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 _____.

SMART goal

Single-use plans are plans developed for activities that are not likely to be repeated in the future.

true

Operational planning must be completed by first-line managers every ____, and tactical planning is done by middle management every ____.

1 to 52 weeks ; 6 to 24 months

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 ____.

MBO

Billy told his boss, Gwen, that he is going to start training for the upcoming marathon to be healthier and to have more energy for work. When Gwen asked him about his running history, Billy said, "I really have never run before and don't exercise much. I just know I need to do something." Gwen told Billy, "You should start slowly, maybe setting smaller, realistic exercise goals that are achievable." Gwen is helping Billy with an achievable goal, a type of _____.

SMART goal

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 ____.

SMART goals

The planning process begins with two attributes: a mission statement, which answers the question _____, and a vision statement, which answers the question ______

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

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

When utilizing SMART goals or MBO, deadlines can help you keep your eye on the ______ while simultaneously paying attention to _____.

big picture; the necessary details

Prior to opening her new restaurant, Nia is determining what items to offer on the menu, the anticipated profits and expenses, the tasks of various employees, and how those jobs will be handled. Nia is writing her ____.

business model

The need the firm will fill, the operations of the business, its components and functions, as well as the expected revenues and expenses is expressed in the organization's ____.

business model

MBO works by objectives moving through the organization; that is, top managers set general organizational objectives, which are translated into divisional objectives, which are translated into departmental objectives. The hierarchy ends in individual objectives set by each employee. This is an example of MBO working as objectives ______ through the organization

cascade down

Because of frequently changing competition and technology, a company's strategic planning may have to be done _____.

closer to every 1 or 2 years than every 5 years

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.

control

Alicia, a district manager for a global retailer, is traveling to different stores in her district to discuss with store managers how to increase profitability for the rest of the fiscal year. What is Alicia doing?

controlling the direction of the planning/control cycle

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

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

At the strategic level of planning, managers must pay attention to the environment outside the organization, be future oriented, and ____.

deal with uncertain and competitive conditions

The primary reason for an organization to adopt planning and strategic management is to _____.

develop a sustainable competitive advantage

Planning done by first-line managers to determine how to accomplish specific tasks with available resources within the next 1 to 52 weeks is known as _____.

doing operational planning

The upper-level managers of Synergy Technology are meeting for the week to look at the long-term company goals and overall direction of the organization. The CEO has expressed her concern over the economy and has told her managers to look closely at the environment outside the organization before making decisions and to be future oriented. In this meeting, top managers of Synergy are _____.

doing strategic planning

A business model is a type of business plan.

false

A business plan is a management tool that contains a list of the competition, along with the competitors' product strengths and prices.

false

Alison, the vice president of marketing for a global company, is planning what contributions she and her department will make to the organization over the next 24 months. This type of planning is operational planning.

false

Corporate has decided that each of the store managers needs to develop clear goals for next year on how to increase revenue, cash flow, and market share. Geoff, like the other store managers, is also required to develop a specific plan of action on how he plans to accomplish these objectives in his local market. This is an example of an operating plan.

false

Don, a CEO, has decided to utilize MBO in his retail outlets across the Midwest. He made this decision because of its emphasis on converting general objectives into broad ones for the upper management of an organization.

false

Like planning, goals are arranged in a hierarchy known as a means-end chain because in the chain of management, the accomplishment of high-level goals is the means leading to the accomplishment of low-level goals or ends.

false

MBO works by the upper movement of goals through the organization; that is, top managers set general organizational objectives based on what individual employees and then departments voice as their objectives.

false

MBO works the best if the objectives from upper and middle management are given to subordinates by their manager, and the supervisor simply says, "Here are the objectives I want you to meet."

false

One purpose of strategic planning is to "keep the eye on the plan" and avoid invention

false

Quality Carwash is developing a new philosophy on company diversity. Like most organizations, Quality Carwash's reason for being is expressed in its diversity statement.

false

Research has proven that writing out goals does not necessarily help a person feel more confident when entering a new group.

false

Setting target dates or deadline dates for when goals are to be attained is not always needed

false

Strategic goals concentrate on objectives for handling competition and the competitive environment.

false

Strategic planning determines goals for an organization for a period of 5 to 10 years

false

Tactical goals, a type of strategic goal, are determined by and for nonmanagerial employees as part of the MBO process to help employees achieve organizational goals.

false

Tactical planning is a type of operational planning done by upper management.

false

The planning/control cycle has two control steps: control the direction by comparing results with the plan and control the direction by increasing organization diversity and synergy.

false

The upper-level managers of Deluxe Coffee are meeting to discuss the long-range goals and vision of the company. Like any organization, an organization should adopt planning and strategic management for two reasons: to provide direction and momentum and to encourage retention of high-value employees.

false

There are four types of objectives in MBO: improvement objectives, personal development objectives, diversity objectives, and maintenance objectives.

false

Upper-level managers prepare the action plans for attaining objectives for all levels of management.

false

What the organization wishes to become is expressed in a mission statement.

false

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

false

When an employee fails to meet MBO objectives, to reduce embarrassment for that subordinate, the manager should give the employee more time to improve; however, taking strong measures such as demotion is typically incorrect.

false

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

false

a SMART goal is one that is specific, multidimensional, accurate, and results-oriented, and has target dates.

false

Abe and April are considering starting a family business, so their banker advised them to write a business plan because it helps an entrepreneur ____.

get financing and think through important details, and it better guarantees success

A specific commitment to achieve a measurable result within a stated period of time is a _____.

goal

One Fortune article reads that "vision should describe what's happening to the world you compete in and what you want to do about it" and "it should ___."

guide decisions

Research suggests that when writing out and achieving a person's biggest goals, it is important to ____.

make a concrete plan and break goals into manageable bites

The planning/control cycle has two planning steps: _____.

make the plan, then carry out the plan

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 ____."

marketing plan

Clothing maker Patagonia states that its purpose as an organization is to "build the best product, cause no unnecessary harm, [and] use business to inspire and implement solutions to the environmental crisis." This is the company's ___.

mission statement

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 ___.

mission statement

David is starting a karate school, and he has been working with Mr. Smith, a business counselor with the SBA. Mr. Smith told David that the first three steps to planning his organization are (in the correct order) ___.

mission statement, vision statement, strategic planning

The purpose of MBO is to ____.

motivate subordinates

A goal is also known as a(n) ____.

objective

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

objectives and cascade

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

operating

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

Goals that are set by and for first-line managers and are concerned with short-term matters associated with realizing tactical goals are called _______.

operational goals

Writing employee schedules and a list of things to do for the cook is a type of ____.

operational planning

While sitting at her desk, Ann is setting goals and deciding how to achieve them. She is ___.

planning

With increasing competition in the restaurant business, Sal, owner of Mom's Pizza, is dealing with growing uncertainty. He is meeting with his managers to develop a future course of action to meet company goals. This process is known as _____.

planning

Helping people focus on critical problems, choices, and opportunities is possible through _____.

planning and strategic management

To ensure that plans are moving in the right direction, managers can use the ______.

planning/control cycle

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

policy

A standing plan that outlines the response to particular problems or circumstances is a(n)

procedure

Fast Delivery trains its truck loaders how to set the packages in the delivery vehicles, so that when delivery drivers are pulling packages off their trucks, they are organized in a specific order and with the label facing forward to reduce errors and save time. This precise method of loading a truck is known is a(n) ____.

procedure

A single-use plan encompassing a variety of projects or activities is an example of a(n) ___.

program

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) ___.

project

The mission statement expresses the ____.

purpose of the organization

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

A standing plan that designates specific required action is a(n) ____.

rule

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 are allowed in any computer lab." This statement by the department chair is a(n) ______.

rule

Plans developed for activities that are not likely to be repeated in the future, such as plans for programs or projects, are _____.

single-use plans

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) ____.

strategic goal

According to Richard Branson, founder of Virgin Atlantic airlines, you can set a really hard goal, such as increasing your class study time 50%, which is "stretching yourself beyond what your mind might think is safe," also known as a(n) ____.

stretch goal

With SMART goals only a few goals should be chosen, and they should be results-oriented, that ____.

support the organizations vision

The top management of Tasty Foods, a food distribution company, has set strategic goals of increasing organizational market share and also decreasing corporate costs over the next three years. Greg, a division manager for Tasty Foods, has looked at his resources, and 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

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 ____.

tactical planning

The upper management of a large national retail grocery store has passed along the new goals of improving customer service to the district managers. At this point, the district managers need to determine how the stores in their district will achieve top management's goal with the given resources during the next 6 to 24 months. This type of planning is known as ____.

tactical planning

With MBO, research shows people are impelled to set more difficult goals—if _____.

there is joint participation by management and subordinates

Strategic, tactical, and operational are the ____.

three levels of planning

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 jointly set objectives and have managers develop action plans

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

true

A company's mission and vision is the foundation of an organization's planning and strategic management.

true

Almost everyone starting a new business is advised to write a business plan

true

Donna, the sales manager, asked Al, one of her sales representatives, "Why did you set next year's sales goal at only 90 copiers? This year you are on track to sell 85 copiers, and I believe with your ability, selling 120 copiers would be challenging, but I believe it is realistic and possible." Donna's belief about setting a challenging, yet realistic and attainable goal for Al is an example of a SMART goal.

true

Every five years, the upper-level managers of ABC Technology meet to develop a new large-scale action plan that will set the direction for the company for the next five years. In that meeting the managers are developing a strategy.

true

Getting a college degree is not only a big goal, it's a hard goal—difficult, stressful, expensive, and time-consuming.

true

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

true

In a management meeting, Paula, the CEO of ABC Industries, mentioned that deadlines are a great motivator. She believes this because the entire purpose of making a plan and setting goals is to deliver to a customer specified results within a specified period of time. Therefore, Paula can claim that deadlines are a great motivator.

true

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

true

Jerome's Italian Pizza is in a very competitive industry, and its upper management believes that by focusing on the strategy of lowering costs and prices, providing quicker delivery, and providing good customer service, this will result in higher profits. This is an example of a strategic goal.

true

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

true

Paula is the store manager for a national grocery retailer, and she received the yearly tactical plan from Greg, her district manager. Paula is meeting with her department managers to plan how to implement the specific tasks outlined in Greg's plan for the next year. This type of planning by Paula is operational planning.

true

Peter, the night supervisor in a fast-food restaurant, was given the responsibility by Mr. Jones, the general manager, of planning a number of the normal daily tasks by his workers over the next 3 months. This type of planning by Peter is known as operational planning

true

Research suggests that when writing out and achieving a person's biggest goals, it is important to make a concrete plan, break goals into manageable bites, and seek social support.

true

Standing plans are plans developed for activities that occur repeatedly over a period of time

true

Strategic management involves all managers within the organization.

true

The planning/control cycle has two planning steps: make the plan and carry out the plan.

true

The planning/control cycle loop exists for each level of planning—strategic, tactical and operational.

true

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

true

The responsibility for the development of an organization's mission statement, which outlines the company's competition and how it will ethically compete in the market, is the responsibility of top management and the board of directors.

true

The way a particular problem or circumstance is handled, such as the company policy of always returning customer phone calls and e-mails within 24 hours, is a standard operating procedure.

true

Tom, the store manager in a hardware store, routinely sets specific sales and cost targets for his store, which he promises to achieve in a certain period of time. These specific objectives are known as goals.

true

When Donna asked her sales representatives for their sales goals for the year, Al, one of her salespeople, said, "I am going to sell more copiers next year than this year." Donna's response to Al was, "Specifically, how many copiers do you plan on selling?" Al replied, "I'm going to sell 90 copiers." Al's specific answer is an example of a SMART goal.

true

When Joseph, a restaurant manager, plans, he sets goals and then decides how to achieve them. This is the definition of planning.

true

When employees are hired by ABC Industries, the HR manager tells all new hires that their workplace does not allow swearing or dirty jokes. This specific detail is an example of a policy.

true

When setting a SMART goal, it should be results-oriented.

true

When the CEO of Tasty Coffee and Bakery dictated that all company districts needed to increase their profitability, district managers across the country focused on improving customer service ratings in their stores by offering customer service training. This goal by the district managers of customer service ratings is an example of a tactical goal.

true

When top-management commitment to MBO is high, the average gain in productivity is above average, and when upper management commitment is low, the average gain in productivity is low.

true

When utilizing MBO, the manager and employee jointly set objectives for the employee, the manager develops action plans, the manager and employee periodically review the employee's performance, and the manager makes performance appraisals and rewards the employee according to the results.

true

With the first step in management by objectives, it is necessary to have back-and-forth negotiation between managers and their subordinates to make the objectives practicable.

true

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

vision statement

Says one authority, strategic planning should communicate not only general goals about growth and profits but also _____.

ways to achieve them

Deon is opening a car wash, and he has approached SCORE, a 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 _____.

write a business plan