Ch. 6 practice test

Cherise has started a new dry cleaning business that utilizes online services for notifying customers that their orders are ready for pick up. Which of the following would least likely be considered a threat to the company?

employees

Programmers, engineers, designers, lawyers, and accountants are Google's ______ resources.

human

Fry Bread Inc. is planning a large summer party in Window Rock, Arizona, where sudden summer rainstorms are frequent. The individuals planning the party intend to have all activities held outside in a park utilizing the open-to-the sky park tables for the food. What type of planning is apparently lacking?

contingency

Which of the following is an organization's most important resource?

human

Raj is responsible for ensuring that the processes of the accounting office where he is employed run smoothly and that the business will be able to provide its services efficiently and effectively. Raj is a(n) ___ manager.

operations

Magda has progressed through the decision-making process step-by-step and is now in the last stage of the process but still does not feel that the solutions generated are adequate to solve the problems her department experiences. Magda may

start the problem identification process all over again

Clarence provides overall guidance and leadership for the company where he is employed. He does not provide any specialized function. What type of manager is he?

general

Derrek Dugan has become the president of DBD Enterprises. He sets up meetings with groups of employees to get their opinions about steps needed to turn around the company's declining sales. This part of the decision-making process is an example of

generating alternatives

The U.S. Navy uses a technique called "Blast! Then Refine" during which stage of the managerial decision-making process?

generating alternatives

If the CEO of Becky's Bicycles states that she wants to have 50 percent of the bicycle rental business in Sonoma County by 2020, she has state.

goal

Ramon has been hired to keep the books, write correspondences, answer phones, and pay the bills for a small company. Ramon provides a(n) ___ resource for the firm.

human

Coordinating finances, materials, people, and other resources of an organization to achieve the organization's goals is a process known as

management

Nancy was reviewing LinkedIn contacts and noticed that in Rafal's profile he said he was a manager responsible for facilitating the exchange of products between his organization and its customers through distribution and advertising. From this she could conclude that Rafal is a(n) ___ manager.

marketing

What is the "first" management function?

planning

Satisficing describes solutions that are only adequate and not ideal. At what point in the decision-making process should managers avoid satisficing?

selecting an alternative

The decision-making process requires all of the following steps except

solving the identified problem

All but ___ are included in the different resources available to all managers.

competitors

A(n) ___ is the broadest set of plans developed as a guide for major policy setting and decision making.

strategic plan

The chief executive officer of CA, Inc. provides the company with leadership and overall guidance in addition to interpreting the company's mission. Because of the tasks he is required to perform, he would be classified as a(n) ___ manager.

administrative

A manager with ___ skills can see the big picture of how the various functions within the organization interact..

conceptual

Thomas likes to think in abstract terms and look ahead to how all of the pieces of his company fit together and what they can accomplish. Thomas has ___ skills.

conceptual

What is a tactical plan?

a smaller scale plan developed to implement a strategy

Milford is a manager at QRZ Inc. He is tasked with identifying problems correctly, generating reasonable alternatives, and selecting the "best" alternative to solve problems. When Milford carries out these tasks he is using ___ skills.

analytical

Benchmarking is the process of evaluating the products, processes, or management practices of ___ for the purpose of improving quality.

another organization

A top-down leadership style in which the top management makes all of the decisions and instructs subordinates about what to do and how to do it is known as ___ leadership.

autocratic

Terry is CEO of Big Business Affiliates. She makes all final decisions, and anything important must be routed through the hierarchy she has established. Terry is a(n) __ leader.

autocratic

Jeremy notices that sales in his department have declined and brings together his sales staff, marketing staff members, and product development department staff members to participate in a round-table discussion to generate as many new ideas as possible for solutions to the declining sales without criticizing or ridiculing the ideas of others. Jeremy is using.

brainstorming

Charlene is a manager of a department store. A large part of her day is spent conversing and e-mailing others, therefore, she uses ___ skills frequently during her day.

communication

When a locally owned coffee shop heard that Starbucks may be coming to town, it developed a(n) _______ to establish alternative courses of action they could take if their competitive landscape changed.

contingency plan

All of the following are components of total quality management (TQM) except.

continuous monitoring of bottom line

A manager tasked with ensuring that a company reaches set goals by monitoring progress and taking corrective actions to adjust for deficiencies is exercising the ___ function of management.

controlling

The primary functions of a manager are:

controlling, organizing, planning, leading

Harlan's Used Autos prides itself on its efficiency and value in delivering vehicles that have had full mechanical reviews by trained mechanics before the vehicles are sold and a detailed list of known defects that have not been corrected provided to each customer. These characteristics can best be defined as Harlan's.

core competencies

Janet has discussed a problem she is having with her AT&T communications services with an AT&T representative via chat. During the last chat, the AT&T rep writes that the company will be sending Janet a brief survey about the services she received so the company can better address customers' needs and concerns and requests that she complete it and return it. Which facet of total quality management (TQM) is being exercised?

customer satisfaction

When a manager develops a set of possible alternative solutions and chooses one alternative from among that set, he or she is involved in the process of.

decision making

Geraldine manages a branch of a large corporation. When she notices a problem, she outlines it, identifies situations that need corrected, and then sends an e-mail to employees in that department asking for suggestions about how to correct the problem. When all of the suggestions have been received, Geraldine summarizes them, and presents them to the employees to choose one to implement. Geraldine uses a ___ form of leadership.

democratic

A fast-food manager for a chain operation is an example of a(n) ___ manager.

first line

Amelia has identified a problem in the department she manages and has generated alternatives to correct the problem. Next she will

determine the best alternative

To manage an organization effectively, and to stay informed, it is very important that managers understand how to use and maximize the potential of.

digital communication devices

Sherry Smith holds focus groups with employees of Smith's Hotels. By doing this she is employing which aspect of total quality management?

employee participation

Piccard looks into the future of his company and implements initiatives to accomplish the goals he envisions. Piccard is a(n) ___ leader..

entrepreneurial

Dwight is a(n) ___ manager in charge of both accounting and investments and oversees all of the employees involved with these functions for his company.

financial

The ___ resources of Mondavi Winery include revenues and loans from banks.

financial

_____ resources include revenue from the sale of products and loans from financial institutions.

financial

Obligations to creditors and investors are met using

financial resources

Adele is tasked with managing TUV Corporation's human resource program including hiring new personnel and processing new hires' paperwork and separation paperwork for those departing the company. Adele is a ___ manager..

human resources

Rocky has a managerial decision to make. The first step he will take is

identifying an opportunity

Dorothy is the manager of a department within her company. During her annual employee review she notices that Tim and Allen are less productive since they began working next to each other. What stage of the managerial decision-making process is Dorothy in?

identifying the problem or opportunity

Barack has been attending a seminar to be a more effective leader. He has learned that leadership is best defined as the ability to.

influence others

Taylor is not in top management in her company but is well-liked, charismatic, and outgoing. When top management hands down new policies, other employees look to Taylor to determine how they should react. Taylor has ___ leadership in the company.

informal

Harold has been hired by Big Chief Auto to collect and analyze data on consumer preferences in services provided and the frequency and type of "up-selling" services or items customers purchased. Harold is thus responsible for what general type of resources?

informational

Managers who are effective in dealing with people both inside and outside of their organization are known to have excellent ____ skills.

interpersonal

One of the key skill sets of successful managers is the ability to deal effectively with other people, both inside and outside an organizations. These ___ skills allow the manager to relate to people and understand their needs and motives.

interpersonal

The four basic functions in the management process include planning, organizing, _______, and controlling.

leading and motivating

Benefits of total quality management (TQM) include

lower operating costs and higher return on sales and on investments

Sheryl's organization has managers over many departments. Sheryl's department is responsible for facilitating the exchange of products between the organization and its customers or clients; therefore, Sheryl is the ___ manager..

marketing

UPS uses airplanes, trucks, and crates in its operations. These are ___ resources for UPS.

material

Which of the four lists below best represent the types of resources management can coordinate to achieve its goals?

material, information, human, financial

Faraday is a plant manager for Glass Doors, Inc. which places him in the ___ management level of the company.

middle

The ____ of Enterprise Celestial Industries is to seek out and explore new worlds and new civilizations, and boldly go where no man has gone before.

mission

Understanding the ___ of subordinates is important for a manager in order to encourage effective performance..

motivation

Jefferson is a human relations department employee tasked with speaking to employees to encourage and influence them toward a common goal. Jefferson is a(n) ____ speaker.

motivational

Planning includes all of the following except.

objective planning

If Weber Breads states that it is going to spend $10 million in advertising in the upcoming year to increase its market share by attaining 300 new accounts, it is explaining part of its ___ plan.

operational

A plan developed to implement tactical plans is known as a(n) ___.

operational plan

Felicity is the manager of a department in the company where she is employed that is responsible for converting resources into goods and services. Felicity is a(n) ___ manager...

operations

Reba has been hired by Big Blue Company as an analyst. She is to perform regular SWOT evaluations of the firm's strengths, weaknesses, ___, and threats.

opportunities

Barney's Bookstore has more customers seeking a new title released by a popular author than it can fill. This positive problem can be viewed as a(n)

opportunity

Jay's Hardware received large shipments of flashlights, batteries, and generators just before a massive storm knocked out the power, downed electrical poles, and damaged the power substation in the town where Jay's was located. Power will be off for at least a week. For Jay's this is a(n)

opportunity

Barry Moore, a division manager of Barry's Burger Barn, a chain of fast food restaurants, is reviewing the goals for the company's different departments. The marketing department has set a goal to increase sales by 15 percent over the next year but the accounting department has set a goal to reduce costs by 25 percent by seeking cost efficiencies. In compensating for these goals, Barry is engaged in.

optimization

Faraday is responsible for the human resource department and the shipping department which continually set conflicting goals. He must utilize ___ to achieve balance between the departments.

optimization

Renee has observed that her hair salon is suffering long periods without customers. To determine the cause of the problem she assembles all of the cosmetologists to get their input on the matter. Although she will make the ultimate decision regarding how to address the problem, she feels comfortable delegating decision-making authority to any member of her staff. This leadership style suggests that she is a(n) ___ leader.

participative

A(n) ___ is an outline of the actions an organization intends to take to accomplish its goals and objectives..

plan

If Maurice, CFO, meets with Luminary, CEO, to discuss the company's budget allocations to departments as a part of planning for next year's projects, what kind of planning are they engaged in?

strategic planning

Jeffrey M. Katz started Orbitz. He has two masters degrees in engineering—one from Stanford and one from Harvard. He has been in top management positions with Wize Commerce, Inc., Nextag, Inc., and Leapfrog Enterprises, Inc.Although it is unlikely he uses them often, it is likely that he has good ___ skills.

technical

on is a welder at a Chevron storage facility. To accomplish his job he must use specific skills known as ___ skills.

technical

The participative leadership style has many advantages, but disadvantages too. Which of the following is a disadvantage of this type of leadership?

the decision making process is time consuming

Mitzie is the chief executive officer of RST Development Company which employs 500 individuals. Mitzie is in the ___ management of the company.

top

For total quality management (TQM) to be effective

top management must make it the top priority and management must coordinate the specific elements of TQM so they work in harmony with each other.

After undergoing several recalls due to faulty parts being used in vehicles that were responsible for drivers' deaths, Toyota refocused its business and began a coordination of efforts directed at improving customer satisfaction, increasing employee participation in decision making, improving supplier partnerships, and facilitating an organizational atmosphere of continuous quality improvement known as.

total quality management