MGMT 309 EXAM 3

Individual barriers to communication include: a. poor listening skills. b. status or power differences. c. different perceptions. d. noise.

a. poor listening skills.

A _____ transforms resources into an intangible output and creates time or place utility for its customers. a. service organization b. manufacturing organization c. production firm d. conglomerate

a. service organization

High-quality interpersonal relations are an important positive element in a workplace for people _____. a. with a strong need for affiliation b. who like to live in isolation c. who do not work well with others d. with a sedentary lifestyle

a. with a strong need for affiliation

The starting point for total quality management (TQM) in an organization is: a. improving the quality of materials. b. new technology and automation. c. employee involvement. d. a strategic commitment by top management.

d. a strategic commitment by top management.

The process of designing work so that it can be completely or almost completely performed by machines

Automation

The process of learning how other firms do things in an exceptionally high-quality manner

Benchmarking

The amount of products, services, or both that can be produced by an organization

Capacity

A physical configuration of facilities used when families of products can follow similar flow paths

Cellular Layout

The process of transmitting information from one person to another

Communication

The pattern through which the members of a group communicate

Communication network

A technology that relies on computers to design or manufacture products

Computer-assisted manufacturing

The time needed by the organization to accomplish activities such as developing, making, and distributing products or services

Cycle Time

The process of sending a message in such a way that the message received is as close in meaning as possible to the message intended

Effective communication

The physical locations where products or services are created, stored, and distributed

Facilities

A set of standards for environmental performance

ISO 14000

Managing the organization's raw materials, work in process, finished goods, and products in transit

Inventory Control

An inventory system that has necessary materials arriving as soon as they are needed (just in time) so that the production process is not interrupted

Just-in-time method

The physical configuration of facilities, the arrangement of equipment within facilities, or both

Layout

The physical positioning or geographic site of facilities

Location

Named after a former secretary of commerce, this prestigious award is given to firms that achieve major quality improvements

Malcolm Baldridge Award

A form of business that combines and transforms resource inputs into tangible outcomes

Manufacturing

The total set of managerial activities used by an organization to transform resource inputs into products, services, or both

Operations Management

Face-to-face conversation, group discussions, telephone calls, and other circumstances in which the spoken word is used to transmit meaning

Oral communication

Subcontracting services and operations to other firms that can perform them more cheaply or better

Outsourcing

A physical configuration of facilities arranged around the process; used in facilities that create or process a variety of products

Process Layout

A physical configuration of facilities arranged around the product; used when large quantities of a single product are needed

Product Layout

How many and what kinds of products or services (or both) to offer

Product-service mix

An economic measure of efficiency that summarizes what is produced relative to resources used to produce it

Productivity

Buying materials and resources needed to produce products and services

Purchasing Management

The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs

Quality

Any artificial device that is able to perform functions ordinarily thought to be appropriate for human beings

Robot

An organization that transforms resources into an intangible output and creates time or place utility for its customers

Service Organization

A set of specific statistical techniques that can be used to monitor quality; includes acceptance sampling and in-process sampling

Statistical Quality Control

The process of managing operations control, resource acquisition, and inventory so as to improve overall efficiency and effectiveness

Supply-chain management

The set of processes and systems used by organizations to convert resources into products or services

Technology

A strategic commitment by top management to change its whole approach to business in order to make quality a guiding factor in everything it does

Total Quality Management

The comprehensive evaluation of all work activities, materials flows, and paperwork to determine the value that they add for customers

Value-added analysis

Communication that flows up and down the organization, usually along formal reporting lines; takes place between managers and their superiors and subordinates and may involve several different levels of the organization

Vertical communication

Memos, letters, reports, notes, and other circumstances in which the written word is used to transmit meaning

Written Communication

_____ refers to the amount of products, services, or both that can be produced by an organization. a. Capacity b. Serviceability c. Margin d. Layout

a. Capacity

_____, a dimension of quality, refers to the degree to which a product's design and operating characteristics meet established standards. a. Conformance b. Performance c. Serviceability d. Durability

a. Conformance

_____ focus specifically on acquiring and disseminating knowledge? a. Information roles b. Decisional roles c. Observational roles d. Interpersonal roles

a. Information roles

_____ has two forms, oral communication and written communication. a. Interpersonal communication b. Organizational Communication c. Vertical communication d. Digital Communication

a. Interpersonal communication

Which of the following is true of the grapevine? a. It is affected when organizations move to suburbs. b. It is independent of new forms of social media. c. The information it carries is usually inaccurate. d. A manager has no control over it.

a. It is affected when organizations move to suburbs.

Which of the following is true of the product-service mix? a. It is determining how many and what kinds of products or services to offer. b. It is choosing the amount of products and services that can be produced by an organization. c. It is creating time or place utility for customers. d. It is transforming resources into an intangible output.

a. It is determining how many and what kinds of products or services to offer.

Which of the following is a feature of upward communication? a. It is exemplified by requests, complaints, and financial information. b. It facilitates coordination among interdependent units. c. It involves colleagues and peers at the same level of an organization. d. It flows laterally within an organization.

a. It is exemplified by requests, complaints, and financial information.

Which of the following is true of company productivity? a. It is the level of productivity achieved by an individual enterprise. b. It is how well an organization uses all of its resources. c. It is the total level of productivity achieved by a country. d. It is the total productivity achieved by all the firms in a particular industry.

a. It is the level of productivity achieved by an individual enterprise.

Which of the following is true of the just-in-time method? a. It reduces an organization's investment in storage space for raw materials. b. It is concerned with buying the materials and resources needed to create products and services. c. It centralizes each type of conversion task in a single workstation or department. d. It is used for creating a few very large and complex products.

a. It reduces an organization's investment in storage space for raw materials.

_____ is an economic measure of efficiency that summarizes the value of outputs relative to the value of the inputs used to create them. a. Productivity b. Outsourcing c. Benchmarking d. Serviceability

a. Productivity

_____ is the process of managing operations control, resource acquisition, and inventory so as to improve overall efficiency and effectiveness. a. Supply chain management b. Just-in-time management c. Flexible manufacturing system d. Product-service mix

a. Supply chain management

Unit and individual productivity refers to the productivity achieved by: a. a department within an organization. b. an individual company. c. a country. d. all the firms in a particular industry.

a. a department within an organization

_____ is the process of designing work so that it can be completely or almost completely performed by machines. a. Outsourcing b. Automation c. Conformation d. Benchmarking

b. Automation

_____ are the physical locations where products or services are created, stored, and distributed. a. Designs b. Facilities c. Backgrounds d. Margins

b. Facilities

_____ is a physical configuration of facilities arranged around a single work area; used for the manufacture of large and complex products such as airplanes. a. Process layout b. Fixed-position layout c. Product layout d. Cellular layout

b. Fixed-position layout

Which of the following is true of a process layout? a. Its major drawback is that it can create only one range of products. b. It centralizes each type of conversion task in a single workstation or department. c. It is used for creating a few very large and complex products. d. Its setup of conversion tasks is identical to product layouts.

b. It centralizes each type of conversion task in a single workstation or department.

Which of the following is true of technology? a. It is only used by service organizations. b. It is used to convert resources into products. c. It is the arrangement of equipment within facilities. d. It is the physical locations where products are created.

b. It is used to convert resources into products

Which of the following is true of automation? a. It operates slowly and makes many errors. b. It relies on feedback, information, sensors, and a control mechanism. c. It adjusts machine settings to enhance the complexity and the flexibility of scheduling. d. It relies on computers to design or manufacture products.

b. It relies on feedback, information, sensors, and a control mechanism.

_____ is the physical positioning or geographic site of facilities and must be determined by the needs and requirements of an organization. a. Layout b. Location c. Margin d. Design

b. Location

_____ is the total set of managerial activities used by an organization to transform resource inputs into products, services, or both. a. Participative management b. Operations management c. Total quality management d. Transformational management

b. Operations management

_____ is defined as a form of communication that takes place in conversations, group discussions, telephone calls, skype and facetime, and other situations in which the spoken word is used to express meaning. a. Written communication b. Oral communication c. Nonverbal communication d. Intrapersonal communication

b. Oral communication

_____ are the parts of the automated system that gather information and compare it to preset standards. a. Robots b. Sensors c. Control mechanisms d. Flexible manufacturing systems

b. Sensors

The purpose of work-in-process inventories is to _____. a. provide the materials needed to make a product b. enable overall production to be divided into stages of manageable size c. provide ready supply of products on customer demand and enable long, efficient production runs d. distribute products to customers

b. enable overall production to be divided into stages of manageable size

Ming Li and Erica, both managers at BasicButtons Corp., have known each other for years. They play tennis together on weekends, are close friends, and interact at work in a healthy fashion. The interpersonal relationship between Ming Li and Erica is _____. a. general and progressive b. personal and positive c. public and unprofessional d. personal and negative

b. personal and positive

Touchcom Inc. is an organization that connects buyers and sellers of specialized electronic equipment. It does this via the Internet. Touchcom Inc. is a _____. a. manufacturing organization b. service organization c. resource organization d. product-service mix organization

b. service organization

_____ is the process of sending a message in such a way that the message received is as close in meaning as possible to the message intended. a. Upward communication b. Vertical communication c. Effective communication d. Nonverbal communication

c. Effective communication

_____ in organizations serve as a solid basis for social support. a. Individual skills b. Micro-management c. Interpersonal relations d. Organizational skills

c. Interpersonal relations

Which of the following is a disadvantage of traditional forms of written communication? a. It is often disrupted by noise. b. It involves little or no preparation. c. It inhibits feedback and interchange. d. It is does not provide a permanent record of the exchange.

c. It inhibits feedback and interchange.

Which of the following is an importance of productivity? a. It helps a product's design and operating characteristics to meet established standards. b. It determines how a product looks, feels, tastes, and smells. c. It partially determines people's standard of living within a particular country. d. It partially measures the life of a product and a product's basic functioning characteristics.

c. It partially determines people's standard of living within a particular country.

Which of the following is true of total factor productivity? a. It provides insights into how a change in different resource inputs affects productivity. b. It uses only one category of resource. c. It requires all inputs to be expressed in the same terms. d. It shows direct results of a specific managerial action.

c. It requires all inputs to be expressed in the same terms.

_____ is an approach to communication that involves the manager literally roaming in an organization and having spontaneous conversations with others. a. Management by introspection b. Management by interpersonal communication c. Management by wandering around d. Management by prosecution

c. Management by wandering around

_____ is a form of business that combines and transforms resources into tangible outcomes that are then sold to others. a. Hospitality b. Advertising c. Manufacturing d. Logistics

c. Manufacturing

______ is any communication exchange that does not use words or uses words to carry more meaning than the strict definition of the words themselves. a. Upward communication b. Interpersonal communication c. Nonverbal communication d. Horizontal communication

c. Nonverbal communication

_____ is concerned with buying the materials and resources needed to produce products and services. a. Materials control b. Inventory management c. Purchasing management d. The just-in-time method

c. Purchasing management

_____ is the set of processes and systems used by organizations to convert resources into products or services. a. Manufacturing b. Automation c. Technology d. Agrimation

c. Technology

The Malcolm Baldrige Award is given to firms that: a. use resources very effectively. b. rely on computers to design or manufacture products. c. achieve major quality improvements. d. use the process of automation.

c. achieve major quality improvements.

A manager wants a permanent record of his exchange with an employee. He also needs time to collect and assimilate relevant information before it is transmitted. He should communicate through a(n) _____. a. group discussion b. face-to-face conversation c. e-mail d. telephone call

c. e-mail

Interpersonal relations are personal and positive when the parties _____. a. are allowed to work completely on their own b. mostly share common family c. know each other and have mutual respect d. engage in workplace gossip

c. know each other and have mutual respect

Serviceability—one of the eight dimensions of quality—refers to the: a. degree to which a product's design meets established standards. b. way a product looks. c. speed and ease of repair of a product. d. range of supplements to a product's basic functioning characteristics.

c. speed and ease of repair of a product.

The second step of the communication process is to encode the meaning of the message into a form appropriate to the situation. The next step is to: a. decode the message into a form that has meaning for the receiver. b. ensure that the message is received. c. transmit the message through an appropriate channel or medium. d. decide the content of the message.

c. transmit the message through an appropriate channel or medium.

_____ in organizations is a primary source of need satisfaction for many people. a. Organizational skills b. Individual skills c. Adequate office supplies d. Interpersonal relations

d. Interpersonal relations

_____ involve interacting with supervisors, subordinates, peers, and others outside an organization. a. Informational roles b. Decisional roles c. Observational roles d. Interpersonal roles

d. Interpersonal roles

Which of the following is the importance of operations management? a. It increases the amount of work that can be done. b. It makes a number of decisions for managers about products and services, starting with how many and what kinds to offer. c. It gathers information and compares it to preset standards. d. It creates value and utility of one type or another, depending on the nature of the firm's products or services.

d. It creates value and utility of one type or another, depending on the nature of the firm's products or services.

Which of the following is true of quality? a. It provides materials needed to make products. b. It is the amount of products that can be produced by an organization. c. It increases an organization's investment in storage space. d. It is relevant for both products and services.

d. It is relevant for both products and services.

Which of the following best defines communication? a. It is the intervention in a dispute in order to resolve it. b. It is the process of managers wandering around and having spontaneous conversations. c. It is the pattern through which the members of a group first introduce themselves. d. It is the process of transmitting information from one person to another.

d. It is the process of transmitting information from one person to another.

Which of the following is a disadvantage of oral communication? a. It does not communicate facial expressions and gestures of a sender. b. It does not allow prompt feedback and interchange. c. It is invariably more time consuming than written communication. d. It leaves no permanent record of transaction.

d. It leaves no permanent record of transaction.

Which of the following is true of computer-aided design? a. It is equivalent to computer-aided manufacturing. b. It is equivalent to flexible manufacturing systems. c. It is the science and technology behind the construction of robots. d. It simulates performance without the use of prototypes.

d. It simulates performance without the use of prototypes.

Which of the following is true of manufacturing? a. It does not require an organizational strategy. b. It creates time utility for its customers. c. It creates products that cannot be quantified. d. It transforms resources into tangible outcomes.

d. It transforms resources into tangible outcomes.

Which of the following dimensions of quality refers to a product's primary operating characteristic? a. Aesthetics b. Features c. Serviceability d. Performance

d. Performance

In order to improve communication effectiveness, managers should: a. use a lot of technical jargon. b. interrupt the speaker if they have questions about a topic. c. concentrate solely on the words of the speaker. d. encourage a two-way communication process.

d. encourage a two-way communication process.

A _____ occurs when one person communicates messages to many others. a. probability chain b. single chain c. cluster chain d. gossip chain

d. gossip chain

Jason, a manager at Lowella Corp., has fought openly for years to block the promotion of another manager, Anthony, within the organization. Over the objections of Jason, however, Antony eventually gets promoted to the same rank. The interpersonal relationship between Jason and Antony is _____. a. personal and progressive b. private and positive c. public and professional d. personal and negative

d. personal and negative

Ji-hun works at a manufacturing firm where he is in charge of the inventory for raw materials. The purpose of this inventory is to: a. distribute products to customers. b. provide a ready supply of products on customer demand. c. enable long, efficient production runs. d. provide materials needed to make products.

d. provide materials needed to make products.

Decisional roles: a. are all about receiving and transmitting information so that managers can serve as the nerve centers of their organization. b. involve interacting with supervisors, subordinates, peers, and others outside an organization. c. focus specifically on acquiring and disseminating data. d. require managers to seek out information to use in making choices and then communicate those choices to others.

d. require managers to seek out information to use in making choices and then communicate those choices to others.

Organizational barriers to communication include _____. a. poor listening skills b. reluctance to communicate c. credibility about the subject d. status or power differences

d. status or power differences

Aggregate productivity is: a. the level of productivity achieved by an individual company. b. the productivity achieved by a unit or department within an organization. c. the total productivity achieved by all the firms in a particular industry. d. the total level of productivity achieved by a country.

d. the total level of productivity achieved by a country.

In-transit inventories are controlled by: a. high-level production scheduling systems in conjunction with marketing. b. shop-floor control systems. c. purchasing models and systems. d. transportation and distribution control systems.

d. transportation and distribution control systems.

An informal communication network among people in an organization

grapevine

Communication that flows laterally within the organization; involves colleagues and peers at the same level of the organization and may involve individuals from several different organizational units

horizontal communication

An approach to communication that involves the manager's literally wandering around and having spontaneous conversations with others

management by wandering around

Any communication exchange that does not use words or uses words to carry more meaning than the strict definition of the words themselves

nonverbal communication