Domain III A: Functions of Management

If an employee works 5 days each week, how many regular employees can be covered by one relief employee? a. 1.5 b. 2 c. 2.5 d. 3

2.55 always!

How many actual relief employees are needed to cover 20 full-time employees?

20 x .55 = 11 relief employees

In a hospital with 300 patients, it takes 14 minutes to prepare one meal. How many FTE's are needed per week? a. 12 b. 37 c. 46 d. 10

300 x 14 min = 4200 min 4200 / 60 min = 70 hrs 70 / 40 = 1.75 hours 1.75 x 3 meals/day = 5.25 5.25 x 7 days/wk = 37 FTE's

Based on an 8 hour day, the of hours worked was 32, 567 per year. The total number of hours paid was 34,341 per year. Calculate the number of productive FTE's.

32,567 (hours actually worked)/ 2080 = 15.66 FTEs

How many meals were served per labor minute if 34 FTE produced 3800 meals in one 40 hour week?

34 x 40 = 1360 3800 / 1360 = $2.79 / 60 min = $0.05

What is the labor cost for 4 weeks if you have 5.5 FTEs earning $20/hour? a. $4400 b. $12,000 c. $14,500 d. $17,600

5.5 x 20 = 110 x 40 = 4400 x 4 = $17,600

Your Nutrition Department has 6.5 FTE Dietitians at $20/hour. How much salary is that per week?

6.5 x 20 = 130 130 x 40 hours = $5200

expert power

Belief that influencer has some relevant expertise that the subordinate does not; provides credibility; viewed as competent

downward communication

From department head down through ranks of workers (chain of command) - Uses procedure manuals and policy statements (easy; works well)

upward communication

From workers to department head; open door policy - suggestion box - grievance procedures - management needs to receive vital information from lower levels (important, but hard to work well)

It takes _____ FTEs to fill one 8 hour, 7 day per week position. a. 1.4 b. 1.6 c. 1.8 d. 2

a. 1.4 8 hours × 7 days = 56 hours ÷ 40 hour workweek = 1.4 FTE

Being well-treated by supervisors, being given special attention, and the importance of breaks in increasing productivity, are all considered motivators by: a. Herzberg b. Mayo c. Maslow d. MacGregor

a. Herzberg - motivation and maintenance approach - maintenance (hygiene) factors (satisfiers and dissatifiers) - do not produce motivation, but can prevent motivation from occurring motivators call forth energy and enthusiasm, job enrichment b. Mayo - if you involve people in the process, they become more productive - productivity due to: employees were given special attention, were involved in an interesting experience, and were well-treated by supervisors - placebo effect: special attention improves behavior c. Maslow - determinants of behavior, motivated by the desire to satisfy specific needs - basic needs - higher human needs (motivators) d. MacGregor - attitude of the manager towards employees has an impact on job performance

Responsibility, recognition by management, and participation in decision-making are all considered true motivators by: a. Herzberg b. Taylor c. Maslow d. Likert

a. Herzberg - motivation and maintenance approach - motivators call forth energy and enthusiasm, job enrichment b. Taylor - scientific management (physical aspects of efficiency) c. Maslow - determinants of behavior, motivated by the desire to satisfy specific needs d. Likert - management conflict (want participative)

The line type of organizational chart shows: a. a direct flow of authority from top to bottom b. authority flows from side to side c. all advisory positions d. informal relationships

a. a direct flow of authority from top to bottom (chain of command) -begins with one person and extends downward -advisory (staff) positions shown with dotted lines - not shown: degree of authority at each level, informal relationships

A scale drawing of an area showing the path of a worker during a process is: a. a flow diagram b. process chart c. an operations chart d. a cross chart

a. a flow diagram or pathway chart - scale drawing showing path of a worker during a process

The Y theory of management is: a. authoritarian b. autocratic c. based on managing tasks d. democratic

a. authoritarian - theory X - people inherently dislike work and will avoid if possible; work-centered; workers prefer to be controlled and directed by pressure; mostivated through fear; negative, autocratic b, autocratic - theory X ^ c. based on managing tasks - not what theory Y is about d. democratic - theory Y - positive - work is as natural as play or rest; management should arrange conditions so workers can achieve goals by directing own efforts

The dietitian finds that the ice cream machine freezer is not working and everything inside has melted. She decides to throw it all out and substitute another item for dessert. She is demonstrating what type of leadership? a. autocratic b. bureaucratic c. democratic d. participatory

a. autocratic - demands obedience, most control, full responsibility, crisis control b. bureaucratic - by the book, follows procedures to the letter c. democratic - guides and encourages the group to make decisions (falls under participatory leadership) d. participatory - emerging trend in management. Encourage workers to participate in decision-making.

When preparing a budget, which management function is involved? a. controlling b. organizing c. evaluating d. projecting

a. controlling - types of control: production, quality, quantity

A facility with a labor turnover rate of 50% also experiences numerous equipment malfunctions. Both problems might be resolved through improved: a. employee training b. repair standards c. equipment quality d. ergonomics

a. employee training - can solve both

A Dietitian who wishes to delegate work to a subordinate should first: a. evaluate employee skills and task difficulty b. give the employee the authority to make decisions c. give the employee the information needed to complete the task d. ensure that the employee has the necessary materials and funds

a. evaluated employee skills and task difficulty - FIRST ALWAYS EVALUATE

A Director from another Department sends you an email regarding construction. This is an example of what kind of communication? a. horizontal b. downward c. straight d. informal

a. horizontal -between departments, or between production and service within the nutrition department

Productivity is measured by: a. the number of portions served per labor hour b. the number of employees working each day c. the number of food deliveries d. the inventory

a. the number of portions served per labor hour - productivity is the efficiency with which a production or service activity converts inputs into outputs

A decision to feed patients in their rooms, rather than in the cafeteria is based on: a. the philosophy of the institution b. the equipment in the kitchen c. the labor available d. federal regulations

a. the philosophy of the institution

What is the best example of delegation? a. tell the employee what to do b. allow the employee to change procedures to achieve desired outcome c. require the employee to provide daily progress reports d. select an employee who is interested in management

b. all the employee to change procedures to achieve desired outcome - the outcome will be the same and the employee is given flexibility to it how they choose

The human relations theory of management stresses: a. tasks, structure, and authority b. employee's needs c. direct control by management d. management's needs

b. employee's needs - uses behavioral sciences, workers exist in social groups - employee participation in decision-making is essential - improves morale and productivity - theory Z (Ouchi) - the value of the company is the people --> everyone who will be affected by a decision is involved in making the decision (consensus decision-making)

A food service manager who supervises 35 employees has a problem with discipline and increased absenteeism. Why? a. decreased unity among managers b. excessive span of control c. decreased unity of control d. excessive unity of command

b. excessive span of control - number of individuals or departments under the direction of one individual

In work simplification, which of the following tools is helpful? a. labor turnover rate b. flow chart c. meals per labor minute d. meals per labor hour

b. flow chart - want to look at how things are flowing from a movement standpoint

When a manager updates the Director about activities occurring on the patient trayline, he is demonstrating which managerial role? a. interpersonal b. informational c. technical d. decisional

b. informational - find and share info

Which of the following is an example of productivity management? a. labor turnover rate b. labor minutes per day c. food cost percentage d. edible portion cost

b. labor minutes per day - looking to increase productivity which means assessing the amount of labor it takes each minute

Management by objectives (MBO) refers to a management process which employs: a. periodic, preplanned, broad objectives b. precise, measurable goals c. determination of goals by department superiors d. objectives of instruction set by top management

b. precise, measurable goals - type of democratic management that provides control from within - establish performance goals and objectives with employees --> gives higher incentive value, overall control achieved through self-control by employees, management stressed accomplishments and results - participatory leadership

a graphic representation of the separate steps in a procedure using symbols is: a. flow diagram b. process chart c. operations chart d. cross chart

b. process chart - steps involved in a process using symbols

If there is an increase in input and output, productivity will: a. increase b. remain constant c. decrease d. modulate

b. remain constant - there won't be any change in productivity goal: increase productivity = increase output or decrease input

the organizational chart: a. is an organized list of duties b. shows the employee how he fits into the organization c. organizes the departmental activities d. is an evaluation tool for productivity

b. shows the employee how he fits into the organization

Which of the following is not shown on an organizational chart? a. relationships of positions to one another b. the degree of authority and informal relationships c. advisory responsibilities d. lines of communication

b. the degree of authority and informal relationships

bureaucratic leader

by the book, follows procedures to the letter

Which is an example of line authority? a. a part time consultant for WIC b. a consulting dietitian for an outpatient department c. an administrative dietitian in a 600 bed hospital d. a consulting dietitian for a nursing home

c. an administrative dietitian in a 600 bed hospital - the only answer that suggests they are a full-time regular employee (oversees that function in the department)

How does a new supervisor gain respect? a. show employees different ways to do their job b. work with a different employee each day c. communicate regularly with them to keep them informed d. smile a lot

c. communicate regularly with them to keep them informed

The management function in which performance is measured and corrective action is take to ensure accomplishment of an organizational goal is know as: a. planning b. directing c. controlling d. organizing

c. controlling - measure present performance against standard performance 1. establish qualitative and quantitative standards 2. measure performance 3. compare to standard 4. take corrective action

the number of work movements between pieces of equipment is indicated on: a. flow diagram b. gantt chart c. cross chart d. Johari's window

c. cross chart - efficiency of equipment placement, studies work motions, shows number of movements between pieces of equipment

A supervising Dietitian who wishes to delegate specific responsibilities should first: a. organize a task force b. check the production schedule c. establish expected outcomes d. establish expected time frames to accomplish the tasks

c. establish expected outcomes - ALWAYS

Which term related to scientific management? a. psychological b. intellectual c. physical d. sociological

c. physical - scientific management looks at the physical aspects of the job for maximum efficiency

the major function of management is: a. forecasting b. actuating c. planning d. organizing

c. planning

Which of the following results in creative, prioritized decision-making? a. a focus group b. the Delphi technique c. the nominal group technique d. operational analysis

c. the nominal group technique - generates innovative, creative ideas - more structured and controlled than an ordinary brainstorming group (less intimidating) - has authoritative leader, controlled, interactions, closely focused goals, rigid enforced procedures, responses strictly controlled by leader

The efficiency of a food service employee is increased it the work center is designed to allow the employee to: a. sit and reach b. stand and reach c. use two hands d. use zigzag motions

c. use both hands - operation charts

procedures

chronological sequence of activities, specific guide for daily operations (how to run the dish-machine)

A snack food kiosk staffed with a full-time employee would be considered ___ in a college dorm foodservice. a. a technical core b. an interface c. an input d. a subsystem

d. a subsystem - complete system within itself that is part of a larger system

An example of self-actualization is: a. breathing unassisted b. companionship c. safety d. asking for additional training

d. asking for additional training - self actualization is realizing your potential growth using creating talents; advanced training, job enrichment - helps them be the best

The Ouchi Theory Z management theory states that: a. decision-making is a centralized function b. committed employees can exercise self-control c. employee potential is only partially utilized d. employee involvement is the key to productivity

d. employee involvement is the key to productivity improves morale and productivity - theory Z (Ouchi) - the value of the company is the people --> everyone who will be affected by a decision is involved in making the decision (consensus decision-making)

quality circles are useful in: a. employee evaluations b. job selection and placement c. policy development d. increasing productivity

d. increasing productivity - makes employees feel that they are apart of a team

When making decisions, a consultative leader is one who: a. relies of input from others b. does not ask for input from the team c. uses the compromise to determine the best solution d. listens to others but makes the decision themselves

d. listens to others but makes the decision themselves

Employees are consistently late returning from breaks. The Dietitian should first: a. have all employees clock in and out for breaks b. analyze activities to identify the best break times c. discipline tardy employees the next time they are late returning from breaks d. meet with all employees as a group and solicit recommendations for improvement

d. meet with all employees as a group and solicit recommendations for improvement

Theory Z is based on the following premise: a. workers accepts responsibility b. self-direction and control are emphasized c. task, structure and authority d. mutual worker-employer loyalty

d. mutual worker-employer loyalty - theory Z (Ouchi) - the value of the company is the people --> everyone who will be affected by a decision is involved in making the decision (consensus decision-making)

A narrow span of management should be employed with: a. routine, repetitive, homogeneous work b. health care professionals who don't require close supervision c. well motivated, highly trained group d. newly hired employees

d. newly hired employees - narrow span: more levels created; need more managers; needed with newly hired personnel wide span - fewer levels and fewer managers are needed - used with highly trained, highly motivated workers

If you inform an employee that, as his supervisor, you wish to have him perform a certain task, you are utilizing: a. expert power b. coercive power c. dominant power d. position power

d. position power- subordinate acknowledges that the influencer has the right to exert influence due to position (job title)

In making a decision, take the following steps: a. gather data, choose solution, take action, follow up b. determine workable solutions, choose one, take action c. choose solution, take action, follow up d. recognize and analyze the problem, gather data, choose solution, follow up

d. recognize and analyze the problem, gather data, choose solution, follow up - NEVER just jump in and come up with solutions, always analyze and assess the situation FIRST

Which job would you not give to a Consultant Dietitian? a. planning future goals b. writing policies and procedures c. providing staff in-service d. supervision of dietary employees

d. supervision of dietary employees - not involved in the day to day operations

A useful application of counting FTE's is in planning: a. the menu b. the type of service c. the kitchen layout d. the budget for wages

d. the budget for wages

Which of the following is poor management? a. one supervisor for one employee b. one supervisor for every two employees c. one supervisor for the entire department d. two supervisors for one employee

d. two supervisors for one employee - would lose money and is not necessary

Using the scientific approach to management, which of the following would result? a. decreased labor minutes per meal b. decreased labor hours per week c. increased labor minutes per meal d. increased labor hours per week

decreased labor minutes per meal - work-centered workers must work at the fastest pace possible at maximum efficiency; systematic approach to improving worker efficiency finds the best way of performing tasks

autocratic leader

demands obedience, most control, full responsibility, crisis control

unity of command

each is accountable to only one superior

participative leader

emerging trend in management. Encourages workers to participate in decision-making. Uses quality circles: small group of employees who meet regularly to identify and solve problems - democratic: guides and encourages the group to make decisions (includes people who actually do the job)

When determining the labor turnover rate in one period look at the number of: a. employees at the beginning of the period snd the number of new employees b. employees at the beginning of the period and the number who left c. employees at the end of the period and the number who left d. employees at the end of the period and the number of new employees

employees at the end of the period and the number who left

the span of control refers to the:

employees under the direction from top to bottom

interpersonal roles

figurehead, leader, liaison, activates subordinates to achieve

policies

general decision-making guides, boundaries within you must operate (all customer complaints will be addressed within one day)

policies are:

guides that define the scope of permissible activity

free rein/laissez-faire leader

least control, allows group to make decisions

Informal channel (grapevine)

meets social needs of group

diagonal communication

minimizes time and effort expended in organizations - between functions diagonally placed (ordering clerk in food service sends requests directly to purchasing department, not through service channels)

informational roles

monitor, disseminator, spokesperson

operation charts

movement of hands; reduces transportation and re-plan work areas

coercive power

negative side of reward power, ineffective in motivating behavior change, may creative resistance (punishment will not change behavior) -ability to punish another for not carrying out requirements -used to maintain minimum standard of performance

occurrence sampling

observe random samples (intermittent observations) to determine percentage of time working or idle

motion economy

reduce motions and time required. Use shortest and straightest routes to move materials. Movement should be: simultaneous, symmetrical, natural, rhythmic, habitual.

How many FTE's can you hire with a weekly budget of $8640 if the salary is $12.00 per hour?

$12 x 40 = 480 $8640 / 480 = 18 FTEs

referent power

(personality, charisma) - based on desire to identify with or imitate the influence, how well you are liked

Delphi Technique

- designed to probe expert minds in a series of written interviews from which some consensus is sought - participants do not meet

work simplification procedures

- purpose is to eliminate unnecessary parts of job - looks at the SMALLEST parts (hand movements, steps taken) - increases productivity - decreases cost