management

Noting that the business environment has changed, Sue says in the video that customers expect more and the "level of our offerings has to match their expectations." She tells you that Bow Wow has been offering more grooming, training, and massage packages as well as smaller play groups for shy dogs and separate rooms for small dogs. "But how can I be sure these services are contributing to the bottom line?" she asks.

Calculating profitability ratios will indicate how much profit is generated from sales of different services.

Your team is having problems. You sense that several of the team members have a lack of commitment to the team, and, as a result, the team is finding it difficult to make decisions. If you are the manager, what should you do in this situation?

Encourage each of the team members to put all of their ideas on the table.

You have just joined a new team, designed to create new products for Millennials. Rob is also on your team, but whenever Rob gets an assignment, he expects someone else to do it. He hasn't come to a team meeting with a completed work assignment yet. This is an example of which of the following team dilemmas?

Putting up with free riders.

Sue tells you, "I've heard about the balanced scorecard approach to link strategic goals to what we do every day. But this sounds like something that just makes a good PowerPoint presentation. How will it help untangle the 7:00 a.m. rush of phones ringing, people handing over their credit cards, and dogs everywhere?"

The balanced scorecard identifies measures in four or more areas, including the internal business process perspective.

"One of my biggest achievements has been promoting people like Candace to manager jobs and training them," Sue tells you, "and Candace continues to work on her skills as a manager. How would this show up in a balanced scorecard?"

The learning and growth perspective measures employee development and employee satisfaction.

Sue says, "I want to be the best," and goes on to discuss standards of customer service. She would be if she monitors online review sites for positive and negative comments about how Bow Wow employees treated customers' dogs.

be measuring performance

Sue wants her Bow Wow facility to be "the best in the Camp Bow Wow system." If she visited an award-winning boarding kennel in New York City and decided to implement its efficient check-in system, which takes dogs from parking lot to kennel in under three minutes, she would be

benchmarking .

Candace mentions that she needs to make more time "to really coach her team." Investing more time in this management activity is an example of

taking corrective action .