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MGT103 gần full
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The contingency Juan used to supervise the drapery design

perspective department at a textile company. He
recently made a lateral move in the
company, and now oversees the bedding
department. He was talking about his new
position with a friend, and mentioned that
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the management style he used in his

former department is falling flat with his
new staff. They do not seem to respond to
the same sorts of incentives, and he is
looking for new ways to motivate and
encourage them. Juan's experience is
consistent with what view of management?
The behavioral theory
The systems perspective
The contingency perspective
The classical theory
administrative What area of classical management should

you study to learn more about managing
the total organization?
scientific
Theory X and Theory Y
industrial psychology
administrative
Robert Owen Whose works should you study if you want

to understand the origins of the
recognition of the importance of human
resources and the personal welfare of
workers?
Charles Babbage
Max Weber
Lillian Gilbreth
Robert Owen
conflict of interest Sam is the supplies purchaser for his office.

Pelcon Supplies offers a competitive price
on the copier paper Sam needs to buy, so
Sam did not look for a less expensive
supplier. Sam's brother is a sales rep at
Pelcon, and receives a commission on
Sam's account. What can occur in this
scenario?
conflict of interest
security breach
act of incitement
violation of organizational culture
shared experiences Determinants of organizational culture

include _____.
shared experiences
ethical compliance
whistle-blowing
philanthropic giving
philanthropic giving Which of the following is a formal

dimension of managing social
responsibility for organizations?
whistleblowing
organizational culture
leadership practices
supplier Pollack Food Services supplies meals for

all the schools in the Culver City public
school system. Kellers Bakery provides all
the bread and buns that Pollack uses in its
meals. For Pollack, Kellers may be
considered part of the _____ dimension of
the task environment.
customer
strategic partner
competitor
supplier
It is intangible in nature. Which of the following is accurate

regarding organizational culture?
It should consistent throughout the
organization.
It is best to maintain it even if it appears to
become dysfunctional.
It can be quantifiably measured.
It is intangible in nature.
Decision makers are Which of the following does the

constrained by bounded administrative model identify?
rationality. Decision makers think beyond the scope of
their values and habits.
Decision makers avoid satisficing when
making decisions.
Decision makers are constrained by
bounded rationality.
Decision makers use complete information.
nonprogrammed Leader Books Inc. is looking for ways to

increase foot traffic into its brick-and-
mortar locations. It has decided to open
up small coffee shops with free wi-fi in five
of its stores. This is an example of a(n) _____
decision.
operational
programmed
nonprogrammed
standard
Enhanced Alpha Corp needs to make some serious

communication of the budget cutbacks in order to remain
decision may result. profitable. Once the budget decisions are
made, they must be quickly disseminated
to the entire company and implemented
immediately in order to have an effect.
While senior management does have the
authority to make all budget decisions, it
has opted to assemble a team from across
the organization to make these decisions
primarily to take advantage of what benefit
of group decision making?
More alternatives are likely to be
generated.
Compromise decisions may emerge.
Enhanced communication of the decision
may result.
More acceptance of the final decision is

likely.
Lenmark is not a true Assistant editors at Lenmark Publishing are

bureaucracy since automatically promoted to associate
employees are promoted editors after one year of service and
based on time served. editors at the two-year mark. This suggests
that
Lenmark is a bureaucracy since employees
are promoted based on consistent rules.
Lenmark is not a true bureaucracy because
it does not have a hierarchy of positions.
Lenmark is not a true bureaucracy since
employees are promoted based on time
served.
Lenmark is a bureaucracy because it has a
hierarchy of positions.
country club Thoughtful attention to the needs of

management people for satisfying relationships leads to
a comfortable, friendly organization
atmosphere and work tempo. When this is
coupled with little concern for production,
according to the Managerial Grid this is
called_____.
team management
authority-compliance
impoverished management
country club management
coverage Maria is the controller for a specialty spice

company. She has been analyzing the
company's various financial statements,
and she has some concerns regarding the
company's ability to make the interest
payments on its loans. What type of ratio
should she calculate to fully assess this

aspect of the company's financial health?
debt
operating
liquidity
coverage
Cohesiveness Which of the following is NOT used in

automation?
product Fallsworth Office Furniture uses a

traditional assembly line for its furniture
manufacturing. Employees are stationed
along the assembly line. As the item moves
down the line, each worker performs a
specific task. Which type of layout does
Fallsworth have?
value-added During a _____ analysis, Sully Creamery

studied all of its work activities, materials
flows, and paperwork. It determined that
some of its activities did not impact the
quality of their ice cream or provide any
other benefit to the customer and could be
eliminated.
Shop floor control Which of the following is a source of

systems control for a work-in-process?
b The fourth step in the motivation

framework is the _____.
a. choice of behavior to satisfy need

b. evaluation of need satisfaction
c. need or deficiency
d. determination of future needs
b Equity theory suggests that people view

their outcomes and inputs in the form of a
ratio and then compare it to _____.
a. their performance-to-outcome
expectancy
b. someone else's ratio
c. its valence
d. their effort-to-performance expectancy
b _____ contends that people are motivated to

seek social parity in the rewards they
receive for performance.
a. Goal-setting theory
b. Equity theory
c. Porter-Lawler extension of expectancy
theory
d. Expectancy theory
a Most senior executives receive

compensation through all of the following
ways EXCEPT:
a. hourly wages.
b. base pay.
c. stock option plan.
d. bonus.
A _____ goals are set by and for lower-level

managers.
A. Operational
B. Long-term
C. Tactical
D. Strategic
a The best strategies include all of the

following EXCEPT what?
A. require resource deployment

B. exploit opportunities and strengths
C. support the mission
D. neutralize threats
interdependence The purchasing department at a printing

business begins buying higher quality and
more expensive paper. This leads to higher
costs and cash flow problems identified by
the finance department. Marketing notes
that prices must be increased slightly, but
that customer satisfaction improves,
leading to more sales. According to the
systems perspective, this scenario is an
illustration of the _____ of subsystems.
interdependence
synergy
entropy
independence
Decision-making _____ skills refer to the manager's ability to

correctly recognize and define problems
and opportunities.
Decision-making
Conceptual
Time management
Communication
Improving quality tends What is the relationship between quality

to increase productivity and productivity?
because making higher- Improving quality tends to decrease
quality products productivity because making higher-quality
generally results in less products generally results in more waste
waste and rework. and rework.
Improving quality tends to increase
productivity because making higher-quality
products generally results in less waste
and rework.
Improving quality tends to decrease
products generally results in less waste
and rework.
Improving quality tends to increase
products generally results in more waste
and rework.
Administrative Renee is a manager at a mid-size hospital.

She has basic familiarity with all functional
areas necessary to manage the hospital.
What type of manager is she?
Administrative
Human resources
Operations
Marketing
Scientific _____ management deals with improving the

performance of individual employees.
Administrative
Operations
Scientific
Industrial
planning When considering the basic management

functions, decision making is part of what
process?
controlling
planning
leading
organizing
first-line manager What type of manager would be

responsible for supervising and
coordinating the activities of operating
employees?
middle manager
first-line manager
lower-level manager
top manager
Theory X ____ is a pessimistic and negative view of

workers consistent with the views of
scientific management.
Administrative management
Theory X
Behavioral management
Theory Y
Henri Fayol _____ was administrative management's most

articulate spokesperson.
Charles Babbage
Douglas McGregor
Henri Fayol
Frederick W. Taylor
top manager Tina's responsibilities include creating

organizational goals and overall strategy
for the organization. In terms of her level in
the organization, what type of manager is
Tina?
middle manager
first-line manager
lower-level manager
top manager
controlling Corey is an operations manager for a

privately owned Midwestern trucking
company. He spends the first day of each
month reviewing the previous month's
productivity levels. This basic management
function is known as _____.
planning
organizing
leading
controlling
BritTrek is exporting its BritTrek is a British bicycle company. It

products to North produces its mountain bikes in England
America. and sells them throughout North America.
Which of the following best characterizes
this arrangement?
BritTrek has licensing agreements with
countries in North America
BritTrek is outsourcing to North America.
BritTrek wholly owns subsidiaries in North
America.
BritTrek is exporting its products to North
America.
Ethical compliance _____ is the extent to which an organization

follows basic standards of moral behavior.
Whistleblowing
Ethical compliance
Social responsibility
Legal compliance
organizational culture What a company stands for, how it does

things, and what it considers important are
all learned from the
political-legal dimension
technological dimension
task environment
technological Tricon Oil is a major division of a global

energy company with an oil exploration
unit, a distribution unit, and a retail gas
station unit. CEO Gary Jacobs is conducting
a situational analysis in order to develop a
five-year strategic plan. Over the next
several years, Jacobs expects electric
vehicles to impact revenues in the retail
unit. This development is an example of the
_____ dimension.
economic
technological
political
legal
Step 4: Selecting the A store manager noticed that monthly

best alternative sales have been down 5% each of the last
three months. The manager thinks he can
increase sales by increasing advertising in
the local paper, cutting prices on selected
items, or implementing a loyalty program.
The manager has determined that creating
a loyalty program would be the most
effective way to boost sales. What step has
this manager reached in the rational
decision-making process?
Step 4: Selecting the best alternative
Step 5: Implementing the chosen
alternative
Step 2: Identifying alternatives
Step 3: Evaluating alternatives
They are more likely to How do managers with a high level of risk
achieve big successes propensity compare with their more
with their decisions and conservative counterparts?
to incur greater losses. They are less likely to achieve big
successes with their decisions or to incur
greater losses.
They are less likely to achieve big
successes with their decisions and more
likely to incur greater losses.
They are more likely to achieve big
successes with their decisions and to incur
lower losses.
They are more likely to achieve big
successes with their decisions and to incur
greater losses.
mechanistic What type of organization uses rules,
specialized jobs, and centralized authority

to structure activities in predictable ways?
situational
mechanistic
continuous-process
organic
team organization T.J. Rodgers of Cypress Semiconductor

refuses to allow the organization to grow
so large that people cannot float from
project to project and the company has no
functional hierarchy. This is an example of a
_____.
hybrid organization
learning organization
team organization
virtual organization
job characteristics What approach to job design takes into

account the work system and employee
preferences by considering the core
dimensions of skill variety, task identity, task
significance, autonomy, and feedback?
enrichment
chain of command
delegation
job characteristics
mechanistic When Lawrence opened his accounting

firm, he faced a great deal of uncertainty.
Over the years, Lawrence developed a
specialization in auditing and his business
environment stabilized. Lawrence's firm is
now the largest of its kind in the state of
Nebraska. Even though he has over 40
associates, Lawrence retains the majority of
power and authority as the founding
manager.
Lawrence's accounting firm is a(n) _____
organization.
organic
continuous-process
mechanistic
decentralized
the personal A learning organization is concerned with

development of all its promoting employee specialization.
employees. providing consistent rules and regulations
for employees.
the personal development of all its
employees.
educating the public.
Appropriate social Which of the following is a characteristic of

distance maintained the ideal bureaucracy as put forth by
Weber?
Arbitrary dismissal
Flexible rules to meet people's needs
Appropriate social distance maintained
Work conducted in a personal way
midlife In the organizational life cycle, _____ is a

period of gradual growth evolving
eventually into stability.
decline
midlife
youth
maturity
product and process What are the two types of technical

innovations?
planned Caterpillar was caught flat-footed by a

worldwide recession in the construction
industry, suffered enormous losses, and
took several years to recover. This is an
example of how a company should
prepare for change from a(n) _____

perspective.
planned What type of change is associated with

lower risk?
economic The Fed lowered adjusted interest rates,

making it difficult for Chartab to get the
loans needed to expand certain
operations. Chartab had to adjust its
production and sales forecasts
accordingly. In this scenario, Chartab is
responding to an external force for change
in the _____ dimension.
process EvruTech developed an innovative new

way to deliver products to its customers. At
this point, most companies in the industry
have access to this delivery method and
are using it. EvruTech's new delivery
method is what type of innovation?
Incremental _____ innovations refer to a new product,

service, or technology that modifies an
existing one.
Innovation maturity EvruTech developed an innovative new

this point, most companies in the industry
have access to this delivery method and
are using it. EvruTech's innovation has
reached what stage?
internal The new CEO at Chartab is a big believer in

functional organization structure and has
begun implementing changes in the
organization to match this structure. In this
situation, Chartab is responding to a(n) _____

force for change.
lack of resources The management at BigWell Industries

understands the need to innovate in order
to remain competitive. Unfortunately,
BigWell does not have the creative
personnel on staff to drive innovations, and
lacks the budget for any new hires this
year. BigWell's failure to innovate can be
blamed on what?
innovation application Dina Med Group is a young organization

based in Hoboken, New Jersey. Its
founders have invented a tricorder device
for application in the emerging field of
genomic medicine. The portable device
will enable patients without access to
medical facilities to monitor vital signs for
multiple serious health conditions.
Manufacturing of the device began last
month, and Dina Med Group plans to
begin product delivery within the next two
weeks.
The company is in the _____ stage of the
innovation process.
different perceptions Management at Chartab Industries has

initiated a new quality assurance process. It
will be faster than the old process with
little impact on actual quality. Tim continues
to argue against the changed process
because he feels that the new process will
negatively impact product quality and will,
ultimately, harm sales. His resistance is
based on _____.
It compares employees Which of the following is true of ranking, a

directly with each other common method of employee appraisal?
and orders them from

best to worst.
10.5% By the year 2016, about what percent of

the U.S. work force belonged to unions?
360-degree feedback At TruTech Enterprises, the managers are

evaluated by their boss, their peers, and
their subordinates. This is known as _____.
They should be called in Which of the following is true of contingent

for well-defined periods workers?
of time.
Halo error _____ is allowing the assessment of an

employee on one dimension to spread to
ratings of that employee on other
dimensions.
opportunity bias Edna is a manager at TruTech Enterprises.

She appraises her staff's performance by
measuring their actual output. What might
keep those appraisals from being fair?
Title VII of the Civil Rights Zero Defect Machinery (ZDM) is a mid-
Act sized tool and die fabrication shop located
in Peoria, IL. The company services several
large manufacturing accounts based in the
Illinois River Valley. ZDM must comply with
multiple regulations associated with
employee-employer relations.
The fact that most of the company's
employees are men raises concerns that
ZDM may be violating the _____.
knowledge Delta Destinations is an international

business operating in over 20 countries. It
began as a regional hotel chain and then

expanded into travel and vacation planning
services. Delta Destinations needs to be a
highly adaptable organization to respond
to continually evolving customer
expectations. The company relies heavily
on employees who add intellectual value,
especially those with experience in digital
and socially interactive technologies.
Delta Destinations relies heavily on _____
workers.
consult Jordan Automotive is a large producer of

parts used by U.S. automakers. By today's
standards, the company's mainframe
computer system is antiquated.
Requirements for car manufacturers are so
stringent that Jordan Automotive risks
losing its supplier certification status if a
significant upgrade is not made. In fact, a
highly-integrated system that links MRP,
production, inventory, and sales is
warranted. The costs of such a system are
high, and the conversion process is
extensive. Because it involves dramatic
changes to job and process designs,
management anticipates resistance
throughout the company.
Based on this situation, which decision-
making style does Vroom's decision tree
approach prescribe?
delegate
consult
facilitate
decide
availability of feedback Which of the following is a task

characteristic that may neutralize or
substitute for leadership?
rigid reward structure

formalization
inflexibility
availability of feedback
cross-cultural Megawatt Manufacturing is a 125 year-old

U.S. manufacturing firm. Until recently, the
overwhelming majority of workers in the
assembly plant were white men. Within the
last year, Megawatt has seen a change in
the makeup of its workforce, as the
workers have retired and many of the new
hires are female and either African
American or Hispanic. Russell, the new
plant manager, is one of those new hires.
He has worked at a number of
manufacturing plants throughout the
country and has experience working with
and managing a diverse work force.
Russell was hired for his _____ leadership
skills.
strategic
cross-cultural
ethical
charismatic
charismatic Jane Whitten is the CEO of Dreiden

Publishing Company. She is highly
influential, not only in her own firm, but
throughout the industry. Jane is principled
in her leadership style and projects an air
of self-confidence.
Jane Whitten's particular form of
interpersonal attraction makes her a _____
leader.
transformational
substitute
charismatic
situational
Persuasion _____ is a form of political behavior that

involves convincing others to support a
goal on grounds that are objective and
logical as well as subjective and personal.
Inducement
Transformation
Persuasion
Coercion
transformational Russell is the president of the smallest

business unit of a large conglomerate. He
has been disappointed by the
organization's unwillingness to embrace
promising new business opportunities in
the marketplace. He finds the corporation's
traditional organizational structure and
leadership style inhibiting. Two months ago,
Russell was approached by the CEO of
another company. This leader is hard-
driving, with an exciting vision of the future.
When offered a job at this inspirational
CEO's firm, Russell jumped at the chance
to work alongside this _____ leader.
transformational
substitute
charismatic
situational
It will enable Maria is the controller for a specialty spice

coordination and company. She oversees the firm's budget
communication between process. When she first arrived at the
divisions. company, a committee of top managers
handled development for the entire
organization. The committee made
resource allocation decisions as the top
managers saw fit for pursuing strategic
goals. When Maria became the controller,
she dissolved the committee in order to
strengthen the budget process.
What is one of the advantages of Maria's
new approach?
Once funds are allocated, it will be

possible to act on unexpected
opportunities.
It will enable coordination and

communication between divisions.
Budgeting can now occur independently

from the strategic planning process.
It will enable her to apply rigid control

over the budgets.
human Stan works for Moto To Go, a large rental

car company. Before he was able to work
independently in his job, he had to
complete four training courses. Stan had to
pass each course with a minimum
achievement level of 90%.
Moto To Go's new employee training
program is a method of control over the
company's _____ resources.
financial
information
physical
human
focuses on meeting Screening control:

standards for product or focuses on the outputs of an organization
service quality during the after the transformation process is
actual transformation complete.
process. focuses on meeting standards for product
or service quality during the actual
transformation process.
monitors the quality of financial, physical,
human, and information resources before
they become part of organizational
systems.
gathers financial, physical, human, and
information resources from the
environment.
preliminary Jacob's Kosher Deli ensures that all

ingredients and food products that come
into the restaurant are kosher. This is an
example of _____ control.
postaction
output
preliminary
screening
strategic What type of control focuses on structure,

leadership, technology, human resources,
and information and control systems of
organizations?
budgetary
preliminary
strategic
financial
preliminary Everyone who works at Smiles Elementary

School must go through a thorough
background check and drug testing before
being hired. This is an example of _____
control.
postaction
output
preliminary
screening
capacity Avner and Karen are getting ready to open

a new restaurant. One of the decisions they
need to make is how many patrons they
want to be able to seat at a time. This is a(n)
_____ decision.
It is used to convert Which of the following is true of

resources into products. technology?
Integrating the computer Master Tractor Ltd. is an international

systems used by the tractor supply and equipment company
remote procurement with production facilities in three countries
operations to enable an and 112 international distribution outlets.
organizational approach Each facility produces a different line-up of
to supply chain equipment and parts. Each distribution
management outlet offers products from all three
production facilities. The company's supply
chain is complex, and its control
mechanisms are weak. Purchasing activities
for each production facility occur remotely.
Information is not shared amongst the
three plants.
Which of the following techniques offers a
way to improve procurement performance
at Master Tractor?
work-in-process Enabling overall production to be divided

into stages of manageable size is the
purpose of what type of inventory?
agrimation Broadside Farms is a 40-acre peach

orchard located in western Massachusetts.
Riley purchased the orchard from the
family who has run it for over 85 years.
Riley plans to adopt automated farming
practices to reduce the labor costs
associated with similar operations.
The use of automated devices to artificially
perform farming activities is known as _____.
inputs Cantwell Kitchens (CK) is a company that

designs, builds, and installs new kitchens in
residential homes. Some customers hire CK
to perform one of these functions, while
others contract all three functions as a
package deal. Each function is structured
with its own operational unit so that
management can focus on specific
requirements for maximizing performance.
At Cantwell Kitchens, project requirements,
customer preferences, and space
considerations are _____, or resources that
are transformed into value for the
customer.
fixed-position layout A _____ is a physical configuration of facilities

arranged around a single work area, used
for the manufacture of large and complex
products such as airplanes.
robotics Agrimation is automated farming that

makes use of _____ to harvest fruit from
trees.
employee involvement A major thrust in productivity enhancement

is _____.
Thành thạo (5)

Bạn đã trả lời đúng các thuật ngữ này!
bounded rationality Jeff is a "morning person." Because he

thinks better early in the day, he holds his
staff meetings at 8 AM. Members of his
staff have suggested that a later meeting
time would be more effective for most
employees, but Jeff is a creature of habit,
and insists that meetings be held early in
the morning since that has always worked
best for him. In this scenario, Jeff's
decision-making is being constrained by
_____.
evidence-based management
structured decision making
bounded rationality
finite clarity
Chain of command _____ is a clear and distinct line of authority

among the positions in an organization.
Departmentalization
Authority
Delegation
Chain of command
technology and Chartab Industries has bought new

operations equipment for two of its production lines.
This is an example of a change in the area
of _____.
human East Spring Company is a fresh spring

water bottling company located in
northern New York. The business has seen
explosive growth as bottled water has
gained widespread popularity in recent

years. To manage its growing employee
base, East Spring Company has created a
new department that is responsible for
attracting and retaining a qualified
workforce.
This action demonstrates the company's
commitment to invest in _____ capital.
Manufacturing _____ is a form of business that combines and

transforms resources into tangible
outcomes sold to others.
Chưa học (627)

Bạn chưa học các thuật ngữ này!
a _____ is the set of forces that cause people

to behave in certain ways.
a. Motivation
b. Choice
c. Determination
d. Need
b Which of the following is true of

motivation?
a. Training can remedy the lack of

motivation.
b. The motivation process begins with a
need deficiency.
c. Replacing the worker is the only way to
overcome a lack of motivation.
d. The motivation process begins with need
satisfaction.
a Which of the following encompasses the

resources needed to do the job?
a. work environment
b. technology
c. motivation
d. ability
c According to Maslow's hierarchy of needs

theory, belongingness needs:
a. comprise of the need for self-respect.

b. comprise of the need for recognition.
c. relate to social processes.
d. are the most difficult to address.
d _____ refer(s) to an approach to motivation

that tries to answer the question "What
factors motivate people?"
a. Maslow's hierarchy of needs

b. Two-factor theory of motivation
c. Need for power
d. Content perspectives
d According to Maslow's hierarchy of needs

theory, the desire for housing and clothing
is a part of _____ needs.
a. physiological
b. self-actualization
c. belongingness
d. security
c What need, similar to Maslow's

belongingness, is a desire for human
companionship and acceptance?
a. achievement
b. self-actualization
c. affiliation
d. power
b _____ theory suggests that motivation

depends on how much we want something
and how likely we think we are to get it.
a. Equity
b. Expectancy
c. Outcome
d. Goal-setting
a The Porter-Lawler extension of expectancy

theory states that
a. high performance leads to high

satisfaction
b. high satisfaction leads to high
performance
c. high performance leads to high
motivation
d. high motivation leads to high
performance
c In goal-setting theory, the extent to which

a goal is challenging and requires effort is
called goal _____.
a. specificity
b. commitment
c. difficulty
d. its valence
a According to the goal-setting theory, an

employee is motivated to perform if his or
her goals are:
a. clear and precise.

b. broad and generic in nature.
c. very easy to accomplish.

b. unattainable.
c Employees at LevelTech are paid every

Friday. This is an example of reinforcement
that is provided on a _____ schedule.
a. variable-interval
b. fixed-ratio
c. fixed-interval
d. variable-ratio
b Fines are an example of _____ as a means of

reinforcement.
a. avoidance
b. punishment
c. extinction
d. mediation
c The variable-ratio schedule:
a. uses time as the basis for reinforcement.

b. gives reinforcement after a
predetermined number of behaviors.
c. is used to maintain desired behaviors.
d. Avoidance
b Which of the following best describes

flextime?
a. Employees can spend part of their time

working offsite.
b. Employees select the hours they work.
c. Employees work jobs in different
departments.
d. Two part-time employees share one full-
time job.
d Which of the following is true of job

sharing?
a. It involves working ten hours a day for

four days, leaving an extra day off
b. It allows the organization to benefit from
the talents of more people.
c. It allows employees to spend part of
their time working offsite.
d. It breaks the workday into flexible time
and core time.
c _____ allows employees to spend part of

their time working offsite, usually at home.
a. Flextime
b. Compressed work schedule
c. Telecommuting
d. Job sharing
d To have the best chance of encouraging

employees to work harder or better,
rewards need to be tied specifically to _____
a. Job sharing
b. experience
c. motivation
d. performance
c What is the most common form of

individual incentive?
a. bonuses
b. stock options
c. sales commissions
d. piece-rate
D What is true of a tactical plan?

A. It involves front-line managers.
B. It has a longer time horizon than a
strategic plan.
C. It is primarily concerned with deciding
what to do.
D. It is developed to implement specific
parts of a strategic plan.
B _____ outlines the organization's purpose,

premises, values, and directions.
A. A tactical goal
B. The mission
C. An operational plan
D. A strategic plan
A One purpose of _____ is to provide a source

of motivation for an organization's
employees.
A. goals
B. strategic plans
C. operational plans
D. A strategic plan
A The planning process takes place within

a(n) _____ context.
A. environmental
B. functional
C. planning
D. operational
c _____ plans are set by the board of directors

and top management.
A. Operational
B. Tactical
C. Strategic
D. Short-term
B An organization that competes in dozens

or even hundreds of markets is called a(n)
_____.
enterprise
conglomerate
corporation
industry
A _____ refers to the methods by which

strategies are operationalized or executed
within the organization.
Strategy implementation
Business-level strategy
Strategy formulation
Resource deployment
B _____ is an organizational strength

possessed by only a small number of
competing firms.
A. A strategic goal
B. A distinctive competence
C. The scope
D. A strategy
c An organizational _______is an area that

increases the difficulty of an organization
performing at a high level.
A. weakness
B. strength
C. threat
D. strategy
d In the context of SWOT analysis, which of

the following would be considered as an
organization's weakness?
A. well-established distribution channels

B. deep pool of managerial talent
C. unique reputation
D. insufficient cash reserves
b When devising a new strategy, it is best to

start with what?
A. a tactical plan
B. a SWOT analysis
C. strategy formulation
D. an operational plan
b In the growth stage of the product life

cycle, _____.
a. the number of organizations producing

the product drops
b. the sales of the product increase
c. the product is introduced for the first
time in the market
d. the demand for the product begins to
slow down
a Overall demand growth for a product

begins to slow down during the _____ stage
of the product life cycle.
a. maturity
b. differentiation
c. growth
d. introduction
c In a _____ strategy, an organization

concentrates on a specific regional market,
product line, or group of buyers.
a. differentiation
b. product life cycle
c. focus
d. overall cost leadership
d In a _____ strategy, an organization operates

in several businesses that are somehow
linked with one another.
a. unrelated diversification
sb. ingle-product
c. diversification
d. related diversification
a Tactical plans are an organized sequence

of steps designed to execute _____ plans.
a. strategic
b. diversification
c. short-term
d. operational
a The ultimate success of a tactical plan

depends on:
a. the way it is carried out.

b. the number of people involved.
c. whether a joint-venture is set up.
d. whether franchises are set up.
a Tactical plans must flow from and be

consistent with _____.
a. a strategic plan
b. the mission
c. the SWOT analysis
d. an operational plan
a What is a standing plan that specifies the

organization's general response to a
designated problem or situation?
a. policy
b. project
c. program
d. single-use plan
a A _____ is developed for activities that recur

regularly over a period of time.
a. standing plan
b. project
c. program
d. single-use plan
a _____ is the set of procedures the

organization uses in the event of a disaster
or other unexpected calamity.
a. Crisis management
b. A policy
c. A standing plan
d. Contingency planning
The contingency Karen believes that a single set of rules

perspective should be applied to all employees in all
situations, with no variation. Juan, on the
other hand, feels that employees and
situations are unique. Rules should either
be written with options to apply to
different situations or, ideally, they should
be flexible. Juan's position is best aligned
with what view of management?
The classical theory
quantitative Management science and operations

management are the two branches of what
management theory?
behavioral
administrative
human relations
quantitative
contingency The _____ perspective suggests that

universal theories cannot be applied to
organizations because each organization is
unique.
contingency
quantitative
behavioral
classical
The historical context of Why is it important for managers to study

management provides a history?
sense of heritage and Understanding historical context can
can help managers avoid provide a blueprint for action.
the mistakes of others. History can provide a mechanistic point of
view of management.
The historical context of management
provides a sense of heritage and can help
managers avoid the mistakes of others.
History can provide a conceptual
framework for organizing knowledge.
Technical _____skills are necessary to accomplish or

understand the specific kind of work done
in an organization.
Interpersonal
Diagnostic
Conceptual
Technical
conceptual JoAnn applied for a management position

in her company. After interviewing JoAnn
and speaking with her current supervisor,
the hiring manager rejected JoAnn for the
position. She told JoAnn that JoAnn had not
yet demonstrated the ability to think in the
abstract and did not seem to grasp how all
the parts of the organization fit together,
and gave JoAnn some advice on how to
improve these skills. JoAnn is being told to
work on her _____ skills.
conceptual
time management
diagnostic
technical
Theory X William believes that people view work as

a natural part of their lives. As a manager,
he feels that he can get the best out of his
staff by creating an environment in which
they will seek and accept responsibility and
where they will receive personal rewards
when they reach certain goals. William's
management style is informed by what
view within the behavioral management
perspective?
administrative management
Theory Y
Theory X
Maslow's hierarchy of needs
effective When the right decisions are made and

implemented, the management process is
considered to be _____.
centralized
efficient
effective
controlled
achieve higher Janel runs a mid-sized agricultural

productivity company operating in an emerging
economy. She faces conditions of rapid
growth and labor supply shortages. The
lessons of classical management theory
suggest that Janel needs to _____ in the
organization.
apply mathematical modeling
achieve higher productivity
promote soldiering tactics
eliminate rate busters
a conceptual framework What is a theory?

for organizing a conceptual framework for organizing
knowledge and knowledge and providing a blueprint for
providing a blueprint for action
action the means of measuring an organization's
progress towards its goals
the set of processes used to get members
of an organization to work together
the determination of how activities and
resources are to be grouped
behavioral In some countries, it is expected that

people shake hands when they are
introduced. In other cultures, the
appropriate action is to bow slightly or to
exchange business cards. These are
examples of _____ processes that vary in a
global economy.
universal
systemic
analytic
behavioral
social responsibility Logan Chemicals has a long history of

dumping waste in a local stream. Recently,
it has made major efforts to reduce
pollution in order to help clean up the
environment. Logan Chemicals is

responding to what contemporary
management challenge?
social responsibility
ethics
quality
globalization
Plato Who described job specialization in 350

BC?
Plato
al-Farabi
Socrates
Alexander the Great
Enhancing quality lowers What is true regarding quality as a

costs. contemporary management challenge?
Enhancing quality lowers productivity.
Enhancing quality results in more waste.
Enhancing quality raises costs.
Enhancing quality lowers costs.
industrial psychology Janel runs a mid-sized agricultural

company operating in an emerging
growth and labor supply shortages. If Janel
adopts the principles of behavioral
management theory, she is most likely to
employ _____ to address her immediate
concerns.
organizational restructuring
mathematical models
industrial psychology
job redesign
subsystems According to the systems perspective, the

marketing, production, or finance functions
of a company would all be considered _____
within the overall organization.

subsystems
closed systems
open systems
marginal systems
entropy Many brick-and-mortar stores are facing

challenges from online sales companies.
According to systems theory, a primary
objective of management at these
traditional companies would be to keep
pace with these changes in the
marketplace in order to avoid _____.
synergy
quantification
contingency
entropy
People prefer to be What is a Theory X assumption?

directed and to avoid People prefer to be directed and to avoid
responsibility. responsibility.
Under most organizational conditions,
people's potential is underutilized.
People view work as a natural part of their
lives.
People seek responsibility under favorable
conditions.
He suggested that What was Henri Fayol's contribution to the

psychologists could field of management?
make valuable He was the first to identify the specific
contributions to managerial functions of planning,
managers in the areas of organizing, leading, and controlling.
employee selection and He suggested that psychologists could
motivation. make valuable contributions to managers
in the areas of employee selection and
motivation.
He determined what each worker should
be producing, and then he designed the
most efficient way of doing each part of
the overall task.

He developed numerous techniques and
strategies for eliminating inefficiency.
time management Corey is an operations manager for a

privately owned Midwestern trucking
company. During his recent annual
performance review, Corey is credited for
his strong ability to prioritize work, to work
efficiently, and to delegate work
appropriately. He is being praised for his
_____ skills.
conceptual
time management
diagnostic
technical
Hawthorne To learn more about the early work in the

development of management, a student
may want to investigate the _____ studies
spearheaded by Elton Mayo.
Hawthorne
Urwick
Follett
Munsterberg
universal Unlike the theories that came before it, the

contingency perspective is not a _____
perspective because it does not try to
identify a single best way to manage
organizations.
behavioral
universal
quantitative
classical
soldiering Jordan discovered that many of his

employees were deliberately working at a
pace lower than their capabilities in order

to get more hours. Learning from the work
Frederick W. Taylor, Jordan implemented a
piecework pay system based on output in
order to eliminate _____.
controlling
soldiering
slacking
planning
plant manager Allison is currently a first-line manager, and

wants to move up into middle
management. What job title should she
look for when looking at her company's
internal job postings?
supervisor
office manager
coordinator
plant manager
Alexander the Great Who or what could you study to see an

early example of staff organization used to
coordinate activities during military
campaigns?
the Roman Empire
al-Farabi
Alexander the Great
ancient Egypt
behavioral FLASH is a large technology company

headquartered in the Ohio Valley. In a
recent venture to pursue new revenue
streams and access new customers, FLASH
has acquired VOM, a startup company
located in Silicon Valley. VOM has
developed a new technology and needs
an infusion of cash to scale up production
and expand into overseas markets. FLASH
has a strong training program that
develops young executives and plans to
establish a new top management team to

staff and lead the acquisition's expansion.
Anticipating the need to attract employees
in this energetic and innovative region with
new and different incentives suggests the
importance of instilling a(n) _____
management perspective within the new
top management team.
behavioral
contingency
systems
administrative
middle manager Stephen just got promoted and now has

the title of Division Head. In terms of his
level in the organization, what type of
manager is Stephen?
middle manager
first-line manager
lower-level manager
top manager
diagnostic Neil's department has come in behind

schedule on its last three projects. Neil
studied the project specifications and
schedules, along with resource allocations,
to look for the causes. He determined that
initial specifications did not always match
up with the actual demands of the project,
meaning that department resources were
not properly allocated and schedules
could not be met. Neil introduced a
project start-up procedure that would
gather more information in order to verify
the accuracy of the specifications before
the schedule was written and the
resources allocated. This scenario
illustrates Neil's _____ skills.
conceptual
interpersonal
diagnostic
communication
entropy What might occur to an organization when

it does not monitor feedback from its
environment and make adjustments as
needed?
synergy
quantification
contingency
entropy
system A(n) _____ is an interrelated set of elements

functioning as a whole.
management unit
system
organization
corporation
objective Neil is known to take a very scientific

approach to management. When making
decision, he seems to be _____.
subjective
instinctual
intuitive
objective
The contingency Elaine got a job teaching an introductory

perspective management course at a local college.
Elaine assumed that, like her, all of her
students would want to earn the highest
grades possible and that would motivate
them to do their best work. She was
surprised to discover that many students
were happy to just "get by" with an average
grade. However, when Elaine
demonstrated how extra effort on certain
coursework could translate into

experience that could lead to a better job
after graduation, a number of "average"
students began to work harder. Elaine's
experience is consistent with what view of
management?
The quantitative theory
Feedback: Incorrect. The behaviora
management science William has mathematical models that he

relies on at the start of each new project to
determine how to allocate the resources
within his department. William is making
use of _____.
Theory X and Theory Y
management science
scientific management
quantitative Janel runs a mid-sized agricultural

company operating in an emerging
growth and labor supply shortages.
Despite offering an abundance of
management decision-making tools and
techniques, the amount of time needed to
develop a competence in _____
management techniques makes this an
unlikely approach to address Janel's
immediate organizational needs.
administrative
quantitative
behavioral
scientific
Operations _____ managers are concerned with creating

and managing the systems that create an
organization's products and services.

Human resources
Administrative
Operations
Marketing
Entropy _____ refers to a normal process leading to

system decline.
Entropy
Theory Y
System
Synergy
monitoring an The managerial function of controlling

organization's progress involves:
toward its goals. selecting a course of action from a set of
alternatives.
monitoring an organization's progress
toward its goals.
getting members of an organization to
work together.
determining how best to group activities
and resources.
organizing Neil's department was recently assigned a

new project. His next task on the project is
to determine how his people and other
resources will be allocated to the project.
At this point, what managerial function is
Neil tackling?
controlling
planning
leading
organizing
interpersonal An individual who gets along well with

others at all levels in the organization is
said to have good _____ skills.
conceptual
interpersonal
diagnostic
communication
quantitative Supply chain management and enterprise

resource planning are both management
concepts that were developed within the
_____ management perspective.
classical
administrative
behavioral
quantitative
Frederick Taylor _____ developed the system of scientific

management.
Henri Fayol
Lyndall Urwick
Max Weber
Frederick Taylor
social responsibility Whenever Jena's Juice introduces a new

flavor, the company donates five cents for
each unit sold to fund breast cancer
research. Jena's Juice is responding to what
contemporary management challenge?
ethics
quality
globalization
synergy DynaView produced a cartoon program

that became extremely popular. DynaView
went on to create toys and games based
on the characters in the program, launch a
breakfast cereal featuring the program's
characters, and start a line of children's
clothing. All of these separate divisions
within DynaView benefit from the success
of the others. In this situation, according to

the systems perspective, DynaView is
benefiting from _____.
synergy
quantification
contingency
entropy
systematic What is a characteristic of the art, rather

intuitive than the science, of management?
rational
systematic
intuitive
logical
Operations Corey is a manager for a privately owned

Midwestern trucking company. He was
recently approached by Tara, whose
department has been closely monitoring
on-time performance. Tara is concerned
about the rise in credits that are being
issued to customers for late truck arrivals.
Which area of the organization does Tara
work in?
Finance
Human resources
Operations
Marketing
Theory X Renee believes that people naturally do

not like work. As a manager, she feels that
she must control, direct, coerce, and even
threaten her employees to get them to
work towards the organization's goals.
Renee's management style is informed by
what view within the behavioral
management perspective?
Theory Y
Theory X
Maslow's hierarchy of needs
Open systems _____ interact with their environment.

Subsystems
Systems
Open systems
Closed systems
globalization The availability of natural resources and the

variation in government regulation are just
two of the challenges posed by _____.
globalization
entropy
systems perspective
synergy
It placed more emphasis What distinguishes the behavioral

on individual attitudes, management perspective from earlier
behaviors, and group management theories?
processes. It emphasized the need to standardize the
employee behavior.
It placed more emphasis on individual
attitudes, behaviors, and group processes.
It focused on how managers could control
the behavior of their employees.
It conceptualized organizations as
machines and workers as cogs within those
machines.
it can be applied more Because operations management is less

directly to managerial mathematical and statistically less
situations. sophisticated than management science,
it does not address efficiency.
it applied directly to operations, but not to
areas such as human resource
management.
it can be applied more directly to
managerial situations.
it can be applied to a much smaller range

of problems.
planning Selecting the course of action that would

most likely lead to success would be
included in which management function?
controlling
planning
leading
organizing
contingency FLASH is a large technology company

The many uncertainties facing the top
management team at VOM point toward
the need for a(n) _____ management
perspective amongst the new managers.
behavioral
contingency
systems
administrative
Finance Ira is a manager at a textile company. He

and his staff are focused on accounting,
cash management, and investment
activities. In which area of the company
does Ira work?
Marketing
Human resources
Operations
Finance
leading What is often considered to be the most

important and most challenging of all
management activities?
controlling
planning
leading
organizing
a set of activities directed Management can best be defined as

at an organization's a set of activities directed at an
resources, with the aim of organization's resources, with the aim of
achieving organizational achieving organizational goals in an
goals in an efficient and efficient and effective manner.
effective manner. the set of processes used to get members
of the organization to work together to
further the interests of the organization.
using resources wisely in a cost-effective
way while making the right decisions and
successfully implementing them.
a group of people working together in a
structured and coordinated fashion to
achieve a set of goals.
Scott Adams Who created the popular comic strip

Dilbert to illustrate some of the absurdities
that occur in the contemporary office?
Scott Adams
Charles Babbage
Frederick Taylor
Stephen Covey
new technology Many managers are facing an increased

work pace, less time to think through a
decision, and more information to process.
This can all be tied to what contemporary
management challenge?
globalization
diversity
new technology
They are grounded in What is generally true about management

reality. theories that are used to build
organizations and guide them to their
goals?
They are abstract.
They are scientific in nature.
They are simple.
They are grounded in reality.
two or more subsystems Synergy refers to:

working together to be the failure of an organization to monitor
more successful than feedback from its environment.
working alone. two or more subsystems working together
to be more successful than working alone.
systems working independently to increase
their degree of efficiency.
a normal process leading to system
decline.
communication JoAnn applied for a management position

in her company. While interviewing JoAnn
and speaking with her current supervisor,
the hiring manager learned that JoAnn's
was very good at transmitting ideas to
others, coordinating work with peers and
colleagues, and keeping higher-level
managers informed. In other words, JoAnn
excels at _____ skills.
conceptual
time management
diagnostic
communication
administrative FLASH is a large technology company

The need to provide structure and
direction to enable a growing group of
middle managers to plan, organize, lead,
and control calls for a(n) _____ management
perspective within the new top
management team.
behavioral
contingency
systems
administrative
Direct investment Keane Industries is a privately owned firm

that manufactures and installs large, deep
well digging equipment which can be
operated with little technical expertise. The
company has a cash surplus due to a highly
profitable decade of sales in its domestic
market. Now ready to enter foreign
markets, the biggest priority for the owners
is to maintain full control of any new
operations.
What level of international business activity
is Keane Industries seeking?
Direct investment
Strategic alliances
Licensing
Exporting
task Pollack Food Services supplies meals for

school system. Jensen Meal Distribution
has submitted a bid to Culver City to try to
take over that contract. Jensen and Pollack
exist in each other's _____ environment.
economic
task
internal
general
internal The board of directors is part of an

organization's _____ environment.
economic
general
internal
task
strategic partners Cut'n'Clip hair salon has opened locations

inside many SilverCircle stores. In this
situation, what are Cut'n'Clip and
SilverCircle to each other?
competitors
suppliers
owners
strategic partners
ethical compliance If a company creates a committee to

review its guidelines concerning selection
and promotion, it is attempting to manage
social responsibility through what?
ethical compliance
whistleblowing
legal compliance
Math-A-Mazing is a Math-A-Mazing is a company that offers

company that offers tutoring services in all areas of math. In
tutoring services in all addition to tutors in its store-front

areas of math. In addition locations, it also develops and sells
to tutors in its store-front software to teach math. The marketing
locations, it also director feels that more resources should
develops and sells be invested in the store front locations,
software to teach math. while the development director feels the
The marketing director emphasis should be on software
feels that more resources development and internal competition to
should be invested in the drive sales. Each of these approaches
store front locations, would have a different impact on the
while the development organizational culture. In this situation,
director feels the culture problems have arisen out of what?
emphasis should be on growth of rival factions
software development poor management
and internal competition an acquisition
to drive sales. Each of a merger
these approaches would
have a different impact
on the organizational
culture. In this situation,
culture problems have
arisen out of what?
growth of rival factions
poor management
an acquisition
a merger
technological A business manufactures custom-ordered

blinds. New software on its web site that
allows customers to select size, colors, and
other features to design their own blinds is
part of the _____ dimension of its general
environment.
legal
political
technological
economic
Ethics _____ is an individual's personal beliefs about

whether a behavior, action, or decision is
right or wrong.
Ethics
Managerial ethics
Unethical behavior
Ethical behavior
importing or exporting Small cash outlay and low risk are two
advantages of _____.
direct investment
strategic alliances
importing or exporting
licensing
Promote employees Sport clothing and equipment company JR

whose behaviors are Adventure just completed a merger with
consistent with the Totem T&G, a 100-year-old tennis and golf
desired culture brand. Jacob Rain, founder of JRA, led the
rapid growth of his firm in a creative and
energetic setting. Job responsibilities are
fluid, and employees are encouraged to
collaborate on new ideas. Totem, however,
has a long touted history of producing
premium tennis and golf equipment. Its
hierarchical structure and long-established
markets mirror the traditional values of the
company's early years. Despite the
different corporate styles, similar
organizational structures at the two firms
will provide the opportunity to share
distribution systems and corporate
functions and achieve immediate cost
savings for the combined company.
What is an effective way to establish one
common vision and direction for the
merged firm?
Recognize that cultural change can only
be achieved by replacing the top leaders
of both firms
Reinforce the slogans and ceremonies that
made each group successful
Promote internal competition among

divisions
Promote employees whose behaviors are
consistent with the desired culture
Establishing a single Sport clothing and equipment company JR

organizational culture Adventure just completed a merger with
Totem T&G, a 100-year-old tennis and golf
brand. Jacob Rain, founder of JRA, led the
What will be the greatest challenge of
integrating the two companies?
Aligning operations to achieve potential
synergy
Establishing a single organizational culture
Establishing a consistent code of conduct
Navigating the political-legal environment
Regulators Which of the following is a dimension of an

organization's task environment?
Employees
Regulators
Board of directors
Owners
social responsibility Tricon Oil is a major division of a global

station unit. In order to demonstrate his
commitment to _____, CEO Gary Jacobs
serves on a task force dedicated to
reducing carbon emissions by 50% before
the year 2020.
legal compliance
corporate governance
emerging ethical issues
political-legal Car manufacturers must meet certain

emissions standards as dictated by the
federal and state governments. This
requirement is an aspect of what dimension
of the general environment?
regulators
economic
political-legal
technological
Interest rates Which of the following is a part of an

organization's general environment?
Interest rates
Suppliers
Regulatory agencies
Physical work environment
BritTrek has licensing BritTrek is a British bicycle company with a

agreements with firms in unique design for its mountain bikes. It has
foreign markets. made arrangements with firms in other
countries in which those firms make bikes
according to the BritTrek design, and
market them as BritTrek bikes. Those firms
pay a royalty to BritTrek for each bike sold.
Which of the following best characterizes
this arrangement?
firms in foreign markets.
BritTrek is outsourcing to foreign markets.
BritTrek wholly owns subsidiaries in foreign
markets.
BritTrek is exporting its products to foreign
markets.
cultural environment The language, values, symbols, and beliefs

that guide behavior in a country are that
country's _____.
cultural environment
external environment
internal environment
general environment
articulating the culture Culture can be maintained by:

through slogans and emphasizing competition among divisions.
ceremonies. articulating the culture through slogans
and ceremonies.
growth of rival factions in an organization.
mergers.
its founder Who or what is generally the starting point

of an organization's culture?
its employees
its stockholders
its CEO
its founder
quota BritTrek is a British bicycle company. If the

United States has a policy that BritTrek can
import only 400,000 bicycles into the
United States each year, what type of trade
restriction is being implemented?
"buy national" law
quota
export restraint agreement

tariff
Direct investment _____ occurs when a firm headquartered in

one country, purchases operating facilities
in a foreign country.
Licensing
Exporting
Direct investment
A strategic alliance
competitors GoldLeaf and HappyFarms are both

grocery stores. They serve the same
geographic area, and both emphasize
fresh produce, natural foods, and whole
foods. Their prices are similar, and
consumers switch back and forth between
them based upon weekly specials.
GoldLeaf and HappyFarms are _____.
regulators
strategic allies
suppliers
competitors
there is potential for An argument against social responsibility in

conflicts of interest. organizations is that:
there is potential for conflicts of interest.
corporations are citizens in our society.
businesses have the resources necessary
to solve problems.
businesses are a partner in our society,
along with the government.
customer Pollack Food Services supplies meals for

school system. The school system students
may be considered part of the _____
dimension of the task environment
customer
strategic partner
competitor
supplier
whistleblowing Employees at Pollack Food Services are

expected to report any suspected illegal
or unethical conduct by members of the
organization. This is a policy that
encourages _____.
risk management
whistleblowing
legal compliance
code of ethics When Wendy began a new job, included in

her packet of information was a set of
guidelines for how to act in accordance
with the firm's values. These guidelines are
the firm's _____.
code of ethics
economic policy
business code
strategic plan
task Tricon Oil is a major division of a global

five-year strategic plan. Airlines, storage
tank producers, and strategic allies are all
constituents or stakeholders in Tricon's _____
environment.
ethical
internal
task
general
organizational culture Math-A-Mazing is a company that offers
tutoring services in all areas of math. In

addition to tutors in its store-front
locations, it also develops and sells
software to teach math. Math-A-Mazing
requires all employees to wear something
math-related to work every day. They help
by providing pins, scarves, and caps
printed with numbers or math signs.
Employees can wear one of these items or
come up with their own. According to the
company, this policy makes the company a
fun and exciting place to work. This
management decision affects the _____.
political-legal dimension
technological dimension
task environment
imposes tough measures The Sarbanes-Oxley Act of 2002:

to deter corporate and allows a company to terminate an
accounting fraud. employee without advance warning.
controls the activities of labor unions.
protects the rights of employees to
engage in collective bargaining.
imposes tough measures to deter
corporate and accounting fraud.
Greater political risk Tate Inc. designs and produces a trendy

line of small home appliances.
International expansion is an important
component of the company's growth
strategy. As the management team
considers the best approach for entering
the Asian marketplace, what is one of the
disadvantages of direct investment?
Shared ownership
Greater political risk
High transportation costs
Diminished control
internal environment Sport clothing and equipment company, JR

Adventure, just completed a merger with
Totem T&G, a 100-year-old tennis and golf
brand. Jacob Rain, founder of JRA, led the
Within which environment will JR Adventure
and Totem T&G employees discover what
the merged organization will stand for,
how it will do things, and what it considers
important?
social environment
internal environment
task environment
general environment
internal The actual physical environment, such as

an office or a warehouse, and the work that
people do are all part of the _____
environment.
internal
task
external
general
licensing Excessive transportation costs,
government regulations, and home

production costs might lead a firm to
choose what approach to
internationalization?
direct investment
licensing
importing
exporting
social Organizations relate to their environments

in ways that often involve ethical dilemmas
and decisions. These situations are
generally viewed within the context of the
organization's _____ responsibility.
legal
financial
social
ethical
NAFTA The United States, Canada, and Mexico

entered into what agreement to eliminate
barriers to trade among them?
NAFTA
EU
WTO
GATT
U.S. firms are finding that What is a current trend in international

international operations business?
are an increasingly Since World War II, businesses in war-torn
important element of countries such as Germany and Japan have
their sales and profits. been complacent.
U.S. firms are finding that international
operations are an increasingly important
element of their sales and profits.
U.S. firms are now isolated from global the
global market.
U.S. firms are now isolated from global
competition.
economic Tricon Oil is a major division of a global

five-year strategic plan. He is reviewing a
summary of domestic GDP, inflation, and
unemployment projections and trends.
Jacobs is looking at potential growth
patterns for _____ indicators.
economic
technological
political
legal
shared experiences The culture at SilverCircle is quite weak.

The management team changes often.
Employees are not able to sense any
direction or purpose for the company, and
there is a high turnover rate. In contrast,
employees at Wellesby speak very highly
of the company. Many of them have
worked there for years under the guidance
of a steady management team. The
differences in culture at the two companies
are in part attributable to what?
values and beliefs
language barriers
the founder
shared experiences
The same culture is not In a single organization, members of the

found throughout the sales staff always wear business attire,
organization. while the product development staff
dresses more casually. What does this
illustrate?
The same culture is not found throughout
the organization.
The culture is consistent throughout the
organization.
Some employees refuse to follow rules.
Management does not have control over
employee behavior.
inflexibility What is a key disadvantage to licensing

agreements as an approach to
internationalization?
inflexibility
high transportation costs
political risks
tariffs
a member of the board Shari performs a general oversight function

of directors for Pollack Food Services, but is not
actively involved in how the company is
really run. Shari is most likely _____ of Pollack
Food Services.
a member of the board of directors
an employee
an owner
a regulator
greater economic risk. A disadvantage of direct investment is:

high transportation costs.
government restrictions.
inflexibility.
greater economic risk.
external The _____ environment is everything outside

an organization's boundaries that might
affect it.
internal
task
external
general
political-legal Alacorp wants to open a new plant, and

has narrowed it down to three possible
cities. Dan's job is to investigate the deed

and zoning restrictions of each potential
location, as well as the tax rates. Dan also
must report on each city council's history in
working with new business. Dan is focusing
on which dimension of the general
environment?
regulators
economic
political-legal
technologica
leadership practices Since the company's founding, the

executives at Pollack Food Services have
provided a consistent message to
employees that customers, employees,
communities where the company did
business, and shareholders were all
important. This is an example of what type
of informal organization dimension of
managing social responsibility?
leadership practices
whistleblowing
legal compliance
corporate governance In light of recent ethical standards in which

the boards of major companies have
approved loans or bonuses to CEOs or
board members, increased attention has
been paid to _____.
legal compliance
whistleblowing
whistleblowing Theo works for a data mining company. He

recently discovered a co-worker who has
knowingly breached the company's online
privacy policy to complete an important

project for his manager. If Theo decides to
report this breach, his actions will be
considered _____.
legal compliance
whistleblowing
philanthropic
A tariff is a tax collected What is a tariff?

on goods shipped across A tariff is an accord reached by
national boundaries. governments in which countries voluntarily
limit the volume or value of goods they
export to or import from one another.
A tariff is a limit on the value of goods that
can be traded.
A tariff is a tax collected on goods shipped
across national boundaries.
A tariff is a limit on the number of goods
that can be traded.
European Union The _____ is the first and most important

international market system.
General Agreement on Tariffs and Trade
North American Free Trade Agreement
World Trade Organization
European Union
legal compliance Terrence's responsibility at Pollack Food

Services is to make sure that the company
complies with all local, state, and federal
laws in all areas—from the way the business
is run to food handling regulations.
Terrence is responsible for Pollack's _____.
risk management
ethical compliance
legal compliance
philanthropic giving Tricon Oil is a major division of a global

station unit. CEO Gary Jacobs has just
conducted a situational analysis and
developed a five-year strategic plan. The
process revealed many demands that an
increasingly sophisticated and educated
public are making on oil companies. In
response to these heightened
expectations, he has decided to create a
fund to restore environmental conditions in
retired oil fields. This action is an example
of _____.
ethical compliance
legal compliance
It consists of a firm's set Which of the following is true of

of values and beliefs. organizational culture?
It consists of a firm's set of values and
beliefs.
It is uninfluenced by corporate success.
Its point of origin is the organization's chief
competitor.
It does not vary across organizations.
strategic partners As part of the task environment, _____ work

together in joint ventures or similar
arrangements.
owners
interest groups
regulators
strategic partners
feel Culture determines the organization's _____.

corporate success
shared experiences
feel
profits
owner Jeremy bought stock in Pollack Food

Services, giving him legal property rights
to the business. Jeremey is now a(n) _____ of
Pollack Food Services.
supplier
owner
member of the board of directors
employee
an acquisition Math-A-Mazing is a company that offers

tutoring services in all areas of math. In
addition to tutors in its store-front
locations, it also develops and sells
software to teach math. Math-A-Mazing
has a casual dress code, and encourages
employees to wear fun clothing to
encourage creativity in development and
look "fun" in the tutoring environment.
Math-A-Mazing recently bought out
HighSchoolHelp, a small company that
offers tutoring to high school students.
HighSchoolHelp has a formal business
dress code to promote professionalism
and authority. The former HighSchoolHelp
employees are uncomfortable adhering to
their new dress code as part of Math-A-
Mazing.
In this situation, culture problems have
arisen out of what?
growth of rival factions
poor management
an acquisition
a merger
BritTrek wholly owns BritTrek is a British bicycle company. It

subsidiaries in South expanded into South America by
America. purchasing a small bicycle production

company in a South American country to
handle production and distribution. Which
of the following best characterizes this
arrangement?
countries in South America
BritTrek is outsourcing to South America.
BritTrek wholly owns subsidiaries in South
America.
BritTrek is exporting its products to South
America.
philanthropic giving Pollack Food Services donates food to the

city's public library, which provides free
lunch to children in the summer. Pollack is
attempting to manage social responsibility
through what?
ethical compliance
whistleblowing
legal compliance
can become a weakness. An organization's culture:

is focused on fun and excitement.
is found throughout the organization.
can become a weakness.
is focused on customer satisfaction.
organizational culture What is an informal organization dimension

of managing social responsibility?
ethical compliance
legal compliance
Maquiladoras _____ are light assembly plants built in

Northern Mexico close to the U.S. border
and are given tax breaks by the Mexican
government.
Tariffs
Economic communities
Maquiladoras
Joint ventures
interest group What type of regulator is formed by its

members to attempt to influence
organizations?
interest group
strategic ally
regulatory agency
board of directors
exporting CL Air is a young entrepreneurial firm

which has sunk all of its available resources
into the development of a high-tech clean
air device. Because this technology is ideal
for commercial settings, the company is
planning to expand into emerging
international markets where air quality is
deteriorating due to industrial growth. The
owners believe that speed to market is
important. They also want to minimize their
risks and maintain responsiveness to
evolving market conditions.
What level of international business activity
is CL Air seeking?
direct investment
strategic alliances
licensing
exporting
strategic alliances BritTrek is a British bicycle company. It is

looking for quick entry into foreign markets
with access to materials available in those
markets. Which approach to
internationalization would best fit its
needs?
direct investment
strategic alliances
licensing
exporting
information technology Rights to privacy has become an area of

concern involving ethics and _____.
information technology
whistleblowing
legal compliance
the company has surplus Roberto is a strong believer in social

revenues that could be responsibility, and wants his company to
used to solve social become more socially responsible. One of
problems. the arguments he makes is that
the company lacks the expertise to
understand how to assess and make
decisions about worthy social programs.
it will detract from the basic mission of the
company to earn profits.
there is a potential for conflicts of interest
among businesses.
the company has surplus revenues that
could be used to solve social problems.
nonprogrammed Light On! Power Company (LO!PO) is

nearing capacity at its current St. Doraldo
plant. For the past three months, the
general manager has been considering the
acquisition and conversion of a nearby
production facility to increase LO!PO's
output. This decision is an uncommon one
for the general manager to make, and he
does not have a formula to follow for
making this decision.
This is a(n) _____ type of decision.
computed
programmed
nonprogrammed
timed
Programmed decisions Which of the following is a difference

recur with more between programmed and
frequency than nonprogrammed decisions?
nonprogrammed
decisions.
How will the alternative Which of the following is NOT asked when
affect competitors? evaluating alternatives in the decision-
making process?
How will the alternative affect
competitors?
Are the alternative's consequences
affordable?
Is the alternative feasible?
Is the alternative satisfactory?
programmed Leader Books Inc. sponsors the Fairfax

Public Library's summer reading program
every year. The Fairfax Public Library holds
a summer reading program to encourage
children to read, and gives prizes based on
how many hours or pages the participants
read during each week of the program. The
Fairfax regional manager of Leader Books
sends a check to the Fairfax Public Library
in February of each year in order for them
to prepare for the reading program.
The regional manager's decision about
when to send the check is a(n) _____
decision.
computed
programmed
nonprogrammed
timed
risk The site manager for a company is

negotiating for a new site to build an office
complex. After several counter-offers, the
seller gave the company a final offer. The
manager has the option to accept or reject
the offer. If the manager accepts the offer,
he gets a site in time to meet the relocation
schedule, but at a price above budget. If
he rejects the contract, he may get a more
favorable price if the seller is bluffing, but
he may lose out on the location and not be
able to find another one in time if it is not.
The manager is making a decision in a state
of _____.
uncertainty
ambiguity
certainty
risk
state of certainty A ___ refers to a condition in which the

decision maker knows with reasonable
certainty what the alternatives are and
what conditions are associated with each
alternative.
state of uncertainty
decision-making condition
state of certainty
state of risk
evaluating the results of The final step in the rational decision-

the chosen alternative. making process is:
recognizing and defining the nature of a
decision situation.
evaluating the results of the chosen
alternative.
identifying alternatives.
implementing the chosen alternative.
compromise decisions One disadvantage of team decision making
may emerge. is that

compromise decisions may emerge.
better decisions generally emerge.
fewer alternatives are likely to be
generated.
it is difficult to communicate the decision.
putting the chosen The decision-making process ends by _____.

alternative into action choosing the best alternative
defining the decision situation
identifying alternatives
putting the chosen alternative into action
More acceptance of the Alpha Corp needs to make some serious

final decision is likely. budget cutbacks in order to remain
profitable. No matter what is decided,
employees will be impacted. If employees
disagree with the specific cuts that are
made, there is great potential to harm
morale which could, in turn, impact
productivity and cut profits even more.
Senior management has the authority to
make all budget decisions, but has opted
to assemble a team from across the
organization to make these decisions
primarily to take advantage of what benefit
of group decision making?
generated.
More information and knowledge is
available.
Groupthink may occur.
likely.
They have complete Which of the following is true of decision

information about the makers in the classical decision model?
decision situation. They evaluate all aspects of the decision
situation intuitively.
They have no information about the

possible alternatives.
They have complete information about the
decision situation.
They can effectively eliminate certainty to
achieve a decision condition of uncertainty.
nonprogrammed Leader Books Inc. sponsors the Fairfax

Public Library's summer reading program
every year. The Fairfax Public Library holds
a summer reading program to encourage
children to read, and gives prizes based on
how many hours or pages the participants
read during each week of the program. The
Fairfax regional manager of Leader Books
sends a check to the Fairfax Public Library
in February of each year in order for them
to prepare for the reading program. This
year, the Fairfax Public Library wants to
hold a special reading marathon for adults
and children during winter break, and has
asked Leader Books to sponsor that event
as well.
The Leader Book's decision about whether
to sponsor this marathon is a(n) _____
decision.
computed
programmed
nonprogrammed
timed
It rests on the assumption Light On! Power Company (LO!PO) is

that managers are logical nearing capacity at its current St. Doraldo
and rational. plant. For the past three months, the
output. This decision is an uncommon one
for the general manager to make, and he
does not have a formula to follow for
making this decision.

Why is the classical model of decision
making an unsuitable approach for the
general manager to use in this situation?
It avoids the use of untested but strongly
held beliefs.
It rests on the assumption that managers
are logical and rational.
It is based on the best evidence gained
through his managerial experiences.
It encourages learning and
experimentation.
Step 5: Implementing the A store manager noticed that monthly

chosen alternative sales have been down 5% each of the last
After a thorough analysis of all factors, the
manager has determined that creating a
loyalty program would be the most
effective way to boost sales. The manager
may now need to get permission from
corporate headquarters in order to
complete what step of the rational
decision-making process?
Step 4: Selecting the best alternative
alternative
Step 2: Identifying alternatives
defining the decision The decision-making process begins by

situation _____.
choosing the best alternative
defining the decision situation
putting the chosen alternative into action
interacting Taylor owns and manages a franchise

sandwich shop in rural Texas. Most of his
employees earn minimum wage. Recently,
there has been much attention on how
difficult it is for workers to support
themselves on a minimum wage salary. The
organization is under public scrutiny
nationally, and pressure to raise salaries for
lower-end employees is escalating. The
corporate office has created a task force
made up of influential and engaged
franchise owners. The goal of the task force
is to propose a national policy that will be
presented to all franchise owners.
Members of the task force have been
instructed to openly discuss and consider
the ramifications of increasing the minimum
wage for all franchise employees. The
group has two months to agree upon the
best course of action.
The task force is an example of a(n) _____
group.
nominal
interacting
Delphi
coalition
escalation of When a decision maker stays with a

commitment decision even when it appears to be
wrong, the behavioral process is called
_________.
satisficing
risk propensity
escalation of commitment
intuition
Avoid basing decisions Which of the following is a

on what has been done recommendation made by the proponents
in the past. of evidence-based management?
Avoid basing decisions on what has been

done in the past.
Discourage learning by doing.
Avoid telling unpleasant truths.
Discourage experimentation.
Option C, which has low Janice is the owner of a beauty salon. Her
financial costs and low shop operates in a leased property on
nonfinancial costs Main Street. The owner of the building
plans to convert the property into a dog
grooming shop. Now Janice has to select a
new location for her beauty salon. She is
using a rational decision making model to
evaluate the alternatives before her. Each
of her four options is feasible and satisfies
her decision criteria.
Which of the following options should
Janice choose?
Option C, which has low financial costs and
low nonfinancial costs
Option D, which has high financial costs
and high nonfinancial costs
Option A, which has low financial costs and
high nonfinancial costs
Option B, which has high financial costs
and low nonfinancial costs
groupthink When a group arrives at a decision that

seems to not be in the best interest of the
organization but resulted from a process
that avoided any conflict, it is likely that _____
occurred.
satisficing
Delphi
groupthink
dominance
recognizing and defining Blair works at a convenience store. One of
the decision situation the three slushy machines in the store has
clogged four times this week. Now, Blair is
looking at the machine and trying to
decide if the problem is a bad machine, if
employees are not filling it properly, or if
people are just using it incorrectly. Blair is
currently _____.
recognizing and defining the decision
situation
implementing an alternative
eliminating feasible alternatives
evaluating the results of a chosen
alternative
uncertainty Light On! Power Company (LO!PO) is

plant. For the past three months, the
output. He is only partially aware of the
risks and consequences associated with
this option and has not yet evaluated all of
his options.
The general manager is making a decision
under conditions of _____.
uncertainty
programmed decision-making
certainty
risk
Decision making _____ is the act of choosing one alternative

from among a set of alternatives.
The decision-making process
A nonprogrammed decision
Risk
Decision making
nominal Alpha Corp needs to make some serious
budget cutbacks in order to remain

profitable. If the CFO want to get
innovative and creative alternatives, what
type of group should be used?
nominal
interacting
Delphi
standing
There is more information Which of the following is an advantage of

available in a team team decision making?
setting. There is more information available in a
team setting.
The process is less costly than individual
decision making.
One person can influence the entire group.
Groupthink occurs in a team setting.
the tendency to search What is satisficing?

for alternatives only until an informal alliance of individuals or
one is found that meets groups formed to achieve a common goal
some minimum standard the tendency to search for alternatives
of sufficiency only until one is found that meets some
minimum standard of sufficiency
a concept suggesting that decision makers
are limited by their values and unconscious
reflexes, skills, and habits
the tendency of decision makers to
become so committed to the courses of
action suggested by those decisions that
they stay with them, even when the
decisions appear to have been wrong
More alternatives are Alpha Corp needs to make some serious

likely to be generated. budget cutbacks in order to remain
profitable. Senior management has a "big
picture" of the company's budget, but
might not be aware of smaller or more
creative steps that can be taken to cut
costs. While senior management does have

the authority to make all budget decisions,
it has opted to assemble a team from
across the organization to make these
decisions primarily to take advantage of
what benefit of group decision making?
generated.
Groupthink may occur.
likely.
decision making Bess, the purchasing manager at World

Textiles, is choosing a supplier for the
cotton fabric to be used for a new line of
youth bedsheets from among four bidders.
Bess is engaged in _____.
risk reduction
uncertainty engagement
rationalizing
decision making
Identifying alternatives Light On! Power Company (LO!PO) is

plant. One option being considered by the
general manager is the acquisition and
conversion of a nearby production facility
to increase LO!PO's output. To determine if
this is a feasible option, he is currently
calculating the costs of acquiring and
converting the property and estimating the
power generation potential of the new
operation.
At what stage of the decision-making
process is the general manager?
Choosing the best alternative
Executing the decision
Defining the situation
Identifying alternatives
intuition Renee Ortiz, manager of Bath and Beauty

Boutique, expects her staff to make a
certain amount of decisions based on their
experience and the practice they have in
making decisions in similar situations. In
other words, she wants them to, at times,
rely on _____.
groupthink
intuition
escalation
satisficing
rational Light On! Power Company (LO!PO) is

plant. The general manager needs to
address the issue, but he wants to avoid
inappropriate assumptions and common
pitfalls associated with making decisions.
He wants his approach to be based on
logic and sound reasoning. He also
expects that his strongly held belief in
benchmarking will enhance the quality of
his decision.
The general manager plans to use a(n) _____
decision-making model to handle the
situation.
evidence-based
experiential
classical
rational
state of risk A ___ refers to a condition in which the

availability of each alternative and its
potential payoffs and costs are all
associated with probability estimates.
state of certainty
state of risk
bounded Taylor owns and manages a franchise

corporate office has requested that each
franchise owner submit policy
recommendations based on conditions in
their independent locations.
By seeking knowledge that will produce a
fully informed decision, top management is
attempting to reduce the potentially
negative impact of _____ rationality.
ethical
behavioral
bounded
satisficed
encourage According to the proponents of evidence-

experimentation and based management, what does it mean to
learning by doing treat your organization as an unfinished
prototype?
encourage people to tell the truth
avoid uncritical "benchmarking" of what
winners do
encourage experimentation and learning
by doing
be committed to getting the best evidence
groupthink As Summer Fair was preparing to open its

newest roller coaster, numerous problems
and questions arose regarding the safety
of the ride. At each step of the way, the
decision makers argued that the ride met

all safety regulations and everything would
be fine. Within the first week of operation,
the ride experienced a serious
malfunction, injuring many of its riders.
What disadvantage of group decision
making does this scenario represent?
satisficing
coalitions
groupthink
dominance
classical What type of decision making approach

assumes that managers are logical, that
they have complete information, they can
eliminate uncertainty, and that all of the
decisions they make will be in the best
interests of the organization?
evidence-based
experiential
classical
rational
There is very limited Which of the following is true of nominal

interaction among groups?
members. The members represent a group in the true
sense.
The members only communicate ideas in
writing.
There is very limited interaction among
members.
Group members do not see one another.
programmed Decisions about when to reorder standard

supplies based on quantity-on-hand
information are most likely to be _____
decisions.
computed
programmed
nonprogrammed
timed
Greater information is Taylor owns and manages a franchise

available. sandwich shop in rural Texas. Most of his
presented to all franchise owners.
Members of the task force have been
instructed to openly discuss and consider
the ramifications of increasing the minimum
wage for all franchise employees. The
group has two months to agree upon the
best course of action.
What is one of the advantages of this
approach?
Greater information is available.
Groupthink may result.
Divergent viewpoints are discouraged.
a high level of risk A manager who relies heavily on intuition

propensity. and reaches decisions quickly has the
characteristics of a person with
a moderate level of risk propensity.
a high level of risk propensity.
zero tolerance for risk propensity.
a low level of risk propensity.
follow up and evaluate Blair works at a convenience store. One of

the result the three slushy machines in the store has
clogged four times this week. Blair had

three choices. She could repair the
machine again, replace it, or simply remove
it and be left with only two machines. Blair
removed the problematic machine. In
terms of the rational decision-making
model, what is left for Blair to do?
follow up and evaluate the result
evaluating alternatives
Step2: Identifying A store manager noticed that monthly

alternatives sales have been down 5% each of the last
What step has this manager reached in the
rational decision-making process?
alternative
Step 1: Recognizing and defining the
decision situation
Step2: Identifying alternatives
it is costlier. Because the process of group or team

decision making takes longer,
one person may dominate the group.
more acceptance of the final decision is
likely.
groupthink may occur.
it is costlier.
task force Which of the following is a type of newly

designated group that is assembled to
address a specific issue?
standing committee
task force
functional department
regular work team
political forces Taylor owns and manages a franchise

corporate office has requested that each
franchise owner submit policy
recommendations based on conditions in
their independent locations.
What is driving the franchise corporation's
request for input from the franchisees?
ethics
group interaction
intuition
political forces
team A decision-making _____ has members who

openly discuss, argue about, and agree on
the best alternative.
coalition
Delphi group
nominal group
team
Consider all situational Which of the following best explains what

factors, and choose the occurs at the step of selecting the best
alternative that best fits alternative when completing the rational
the situation. decision-making process?
Some stimulus indicates that a decision
must be made.
Ascertain the extent to which the
alternative chosen and implemented has
worked.
Each alternative is evaluated to determine
its feasibility, its satisfactoriness, and its
consequences.
Consider all situational factors, and choose
the alternative that best fits the situation.
rational decision making WholePath Cereals introduced a new line

of whole grain cereal for children. For the
second quarter in a row, sales are well
below forecast. Formal surveys have
shown that customers do not like the taste
of the cereal, and even those who bought
it once are not repeat customers.
WholePath invested a lot of money in
developing the new recipe, as well as in
marketing to roll out the new product line.
They cannot afford to lose that investment,
so they have increased their advertising
budget to try to increase enthusiasm about
the product and generate additional sales.
Which of the following concepts is
illustrated in the scenario?
rational decision making
escalation of commitment
classical decision making
satisficing
certainty Bess, the purchasing manager at World

Textiles, is choosing a supplier for the
cotton fabric to be used for a new line of
youth bedsheets from among three
bidders. All three bidders are reliable
suppliers that Bess has worked with in the
past. Bess has cost and schedule
information from each of them, and has
confidence in the quality of the fabric each
can supply. When Bess chooses a supplier,
she is making a decision in a state of _____.
uncertainty
ambiguity
certainty
risk
Step 1: Recognizing and A store manager notices that monthly sales

defining the decision have been down 5% each of the last three
situation months. What step has this manager
reached in the rational decision-making
process?
alternative
Step 1: Recognizing and defining the
decision situation
Step2: Identifying alternatives
Delphi Taylor owns and manages a franchise

presented to all franchise owners. After
two months of ongoing collaboration, the
group is still unable to reach unanimous
agreement.
In order to achieve a consensus from ideas
that have already been generated, the
corporate office has decided to use a(n)
_____ group, where the task force members
will individually contribute and
management will combine and average
their opinions.
nominal
interacting
Delphi
coalition
an informal alliance of What is a coalition?

individuals or groups an informal alliance of individuals or
formed to achieve a groups formed to achieve a common goal
common goal the tendency to search for alternatives
only until one is found that meets some
minimum standard of sufficiency
a concept suggesting that decision makers
are limited by their values and unconscious
reflexes, skills, and habits
the tendency of decision What is escalation of commitment?

makers to become so an informal alliance of individuals or
committed to the courses groups formed to achieve a common goal
of action suggested by the tendency to search for alternatives
those decisions that they only until one is found that meets some
stay with them, even minimum standard of sufficiency
when the decisions a concept suggesting that decision makers
appear to have been are limited by their values and unconscious
wrong reflexes, skills, and habits
programmed Decisions that are relatively structured, or

recur with some frequency, or both, are
_____ decisions.
computed
programmed
nonprogrammed
timed
Herbert Simon Which management thinker(s) developed

the administrative model?
Frederick Taylor
Douglas McGregor
Pfeffer and Sutton
Herbert Simon
intuition Taylor owns and manages a franchise

themselves on a minimum wage salary.
However, top corporate management
inherently believes that even a nominal
increase in the lowest salary level will be
financially unviable for franchisees.
In this situation, there is evidence that top
management is being influenced by _____.
ethics
group interaction
intuition
political forces
Dominance should be Which of the following is NOT a way for

allowed. managers to promote effective group
decision making?
Time and cost can be managed by setting
deadlines.
Managers can insist that a group evaluate
all alternatives.
Managers should be aware of the pros and
cons of group decision making.
Dominance should be allowed.
better decisions One advantage of team decision making is
generally emerge. that

compromise decisions may emerge.
better decisions generally emerge.
one person can influence the entire group.
groupthink occurs in a team setting
Bounded rationality _____ suggests that decision makers are

limited by their values and unconscious
reflexes, skills, and habits.
Evidence-based management
Structured decision making
Bounded rationality
Finite clarity
satisficing Bishop must select a new supplier for ink

before the next print run for the product's
packaging or risk missing a critical shipping
deadline. He sent out requests for bids to
three vendors. The first bid he received
met his price point and he accepted the
bid immediately, without waiting for the
other bids to arrive or do any further
research. This is an example of _____.
rational decision making
groupthink
classical decision making
satisficing
nominal What type of group is a group in name

only, as the members are brought together
in a face-to-face setting but do not talk to
one another freely?
coalition
interacting
Delphi
nominal
evaluating alternatives Blair works at a convenience store. One of

the three slushy machines in the store has
clogged four times this week. Blair is
weighing the advantages and
disadvantages of each of her three
choices: repair the machine again, replace
it, or simply remove it and be left with only
two machines. Blair is currently _____.
recognizing and defining the decision
situation
evaluating alternatives
identify alternatives Once a decision situation is defined, the

next step in the decision-making process is
to _____.
choose the best alternative
recognize that a decision is needed
identify alternatives
put the chosen alternative into action
state of uncertainty In what situation is the decision maker most

likely to make a mistake?
state of certainty
state of risk
administrative What model reflects the subjective

considerations that often impact decision
making and explain why, when a decision is
made with little regard for logic, it can still
turn out to be correct?
rational
probabilistic
administrative
classical
Delphi Alpha Corp needs to make some serious

budget cutbacks in order to remain
profitable. In order to gather all the
information needed to make the budget
decisions, the CFO has asked the managers
of each division and an independent
accountant to each submit their cost-
cutting proposals in writing. The CFO will
then review their proposals to reach a
consensus decision. What type of decision-
making group is the CFO using?
nominal
interacting
Delphi
coalition
It recommends making Which of the following is false about

decisions based on evidence-based management?
untested but strongly- It suggests looking for the risks and
held beliefs. drawbacks in what people recommend.
It recommends making decisions based on
untested but strongly-held beliefs.
It is committed to using the best data
available to make decisions.
It is committed to using the best theory
available at the time to make decisions.
Evidence-based _____ is defined as a commitment to finding

management and using the best theory and data
available at the time to make decisions.
Bounded rationality
Evidence-based management
Classical decision making
State of uncertainty
are limited by The administrative model of decision

unconscious reflexes making found that decision makers _____
when making decisions.
think beyond the scope of their values
avoid satisficing
usually have complete information
are limited by unconscious reflexes
a multiple command The matrix design results from a strategy of

structure _____.
an H-form design
a multiple command structure
related diversification
unrelated diversification
A matrix design functions Which of the following is an advantage of

well when large amounts the matrix design?
of information need to Groups take longer to make decisions and
be processed. may be dominated by one individual.
Employees may be uncertain about
reporting relationships.
Some managers see the matrix design as a
form of anarchy.
A matrix design functions well when large
amounts of information need to be
processed.
M-form James is the human resource manager at a

large bottle manufacturing company. Ten
years ago, when the business moved to its
current location, the company structured
operations around the different functions
performed throughout the company. To
enhance the speed and effectiveness of
decision-making, James is now
restructuring company activities around its
three major product lines.
James is designing a(n) _____ organizational
structure.
X-form
H-form
M-form
U-form
Maturity When Lawrence opened his accounting

firm, he faced a great deal of uncertainty.
Over the years, Lawrence developed a
specialization in auditing and his business
environment stabilized. Lawrence's firm is
now the largest of its kind in the state of
Nebraska.
At what stage in the organizational life
cycle is Lawrence's accounting firm?
Maturity
Youth
Midlife
Birth
U-form The functional design, which is based on

the functional approach to
departmentalization, is also called the _____
design.
X-form
H-form
M-form
U-form
H-form The conglomerate design used by an

organization made up of a set of unrelated
businesses is also called the _____ design.
X-form
H-form
M-form
U-form
related diversification The divisional design results from a

strategy of _____.
an H-form design
a multiple command structure
related diversification
unrelated diversification
conglomerate What type of design is essentially a holding

company that results from unrelated
diversification?
matrix
functional
divisional
conglomerate
organizational life cycle Mechanistic and organizational design are

both aspects of what basic situational
factor?
organizational life cycle
environment
size
technology
departmentalization James is the human resource manager at a

three major product lines.
James is undertaking the process of
grouping jobs known as _____.
delegation
centralization
departmentalization
decentralization
virtual Delta Destinations is an international

services. Delta Destinations is a highly
adaptable organization, with little or no
formal structure. The company is able to

respond to continually evolving customer
expectations by using temporary workers,
outsourcing, and leasing facilities when
needed.
Delta Destinations uses a _____ organization
to maximize the company's ability to adapt
to its changing environment.
functional
learning
team
virtual
M-form The divisional design, which is based on

multiple businesses in related areas
operating within a larger organizational
framework, is also called the _____ design.
X-form
H-form
M-form
U-form
team What organization design is characterized

by units splitting into smaller units if they
become too large?
functional
learning
team
virtual
virtual What organization design is characterized

by a very small staff and administrative
headquarters facility?
functional
learning
team
virtual
people who report to a Span of management is the number of

particular manager. managers in top management.
hierarchical layers in a firm.
people who report to a particular
manager.
managers in an organization.
logical, rational, and According to Weber, the bureaucratic form

efficient of organization is
logical, rational, and efficient
personal, rational, and flexible
personal, flexible, and efficient
logical, personal, and flexible
bureaucracy When Lawrence opened his accounting

firm with his wife Laura, it was just both of
them. Over the years, Lawrence gained
expertise and a reputation in the area of
auditing, while Laura handled
administrative tasks for him. Lawrence's firm
is now the largest of its kind in the state of
Nebraska, but unmanaged growth has led
to massive inefficiencies and
disorganization. Lawrence has decided he
needs a legitimate and formal system of
authority at his firm.
The type of organizational model
Lawrence needs to establish for his firm is
a(n) _____.
decentralization
bureaucracy
sequential interdependence
delegation
rotation Sandra is the warehouse manager at a

bottling company. Employees are on a
four-week schedule during which each
employee spends one week loading
trucks, unloading trucks, verifying invoices,
and pulling inventory from storage. Sandra

is using the job _____ approach to job
design.
centralization
rotation
enrichment
specialization
a legitimate and formal A bureaucracy is a model of organizational

system of authority. design based on
units operating with little interaction.
the output of one unit becoming the input
for another.
a legitimate and formal system of authority.
activities flowing both ways between units.
Prevention of favoritism When Lawrence opened his accounting

firm with his wife Laura, it was just both of
disorganization. Lawrence has decided he
needs a legitimate and formal system of
authority at his firm.
Which of the following is an advantage of
adopting a bureaucratic organizational
approach?
Close social ties between managers and
their subordinates
Advancement based on length of
employment
Prevention of favoritism
Flexibility to make rule changes
continuous-process AgriCorp takes corn and transforms it into

corn syrup, corn oil, and ethanol. This
company uses _____ technology.
continuous-process
mass-production
small-batch
unit
He should seek one best When Lawrence opened his accounting

way of doing things. firm with his wife Laura, it was just both of
disorganization. Lawrence plans to institute
a legitimate and formal system of authority
to address these issues.
With the new organizational design, which
of the following steps is the best way for
Lawrence to improve the efficiency of his
firm?
He should promote flexibility in guidelines.
He should seek one best way of doing
things.
He should encourage social interactions
between managers and subordinates.
He should encourage autonomous
practices.
virtual What organization design is characterized

by a temporary workforce with people
entering and leaving as needed?
functional
learning
team
virtual
learning Delta Destinations is an international
services. Delta Destinations' functional
employees are continually transforming
the way they work within their departments
to respond to evolving customer
expectations. The company evaluates
employees on their demonstrated ability
for continuously improved performance.
to maximize the company's ability to adapt
to its changing environment.
functional
learning
team
virtual
enrichment Sandra is the warehouse manager at a

bottling company. She tries to assign her
employees new and challenging tasks as
often as practical to enhance their
opportunities for growth and
enhancement. Sandra is using the job _____
approach to job design.
centralization
rotation
enrichment
specialization
Centralization _____ is the process of systematically

retaining power and authority in the hands
of higher-level management.
Pooled interdependence
Centralization
Coordination
Decentralization
enlargement Job _____ is an alternative to job
specialization that increases the total
number of tasks workers perform without
increasing worker control over the job in
an attempt to reduce the level of job
dissatisfaction.
characteristics
enlargement
rotation
enrichment
High fluidity Which of the following is a characteristic of

organic organizations?
Specialized jobs
Stable environments
Centralized authority
High fluidity
specialization Because speed is of the essence at Acme

Manufacturing, the plant manager wants to
use a job design approach that allows
workers to become very proficient at each
task, that reduces transfer time between
tasks, and that makes it easy for someone
else to step in when a worker is absent or
resigns. Job _____ would provide these
benefits to Acme.
enlargement
rotation
enrichment
specialization
to ensure that task According to the five basic characteristics

performance is uniform of an ideal bureaucracy, why should the
organization develop a consistent set of
rules?
to protect employees from arbitrary
dismissal
to maintain an appropriate social distance
between managers and subordinates
to ensure that each position is filled by an
expert
to ensure that task performance is uniform
characterized by the The second stage of the organizational life

growth of a firm's cycle is:
resources. followed immediately by the stage of
maturity.
characterized by the growth of a firm's
resources.
a period of gradual growth evolving into
stability.
a period of stability, eventually evolving
into decline.
very informal. Organic organizations are

very informal.
structured in predictable ways.
found in stable environments.
similar to bureaucracies.
U-form James is the human resource manager at a

performed throughout the company. This is
a(n) _____ of organizational design.
X-form
H-form
M-form
U-form
functional James is the human resource manager at a


operations by grouping together jobs that
involved the same or similar activities. What
type of departmentalization structure is
this?
location
functional
customer
product
reciprocal At a car rental agency, reservations has to

provide greeters with information about
how many cars are being rented and
returned each day and at what time. The
maintenance staff responsible for cleaning
and fueling the cars, as well as performing
other routine maintenance, need to know
which cars to prepare and when. If any of
these groups does not do its jobs properly,
the others will be affected. This is an
example of _____ interdependence.
electronic
reciprocal
structural
sequential
has each business Conglomerate organizational design:

operated by a general is based on multiple businesses in related
manager in charge of its areas.
profits or losses. is also known as a unitary or a U-form
approach.
has each business operated by a general
manager in charge of its profits or losses.
has the advantage of simplicity associated
with holding similar businesses.
core Bay Bottle Company is a large bottle

manufacturer located at a coastal village in
New Brunswick. For years, the company's
product line has been manufactured and

perfected using a precision glass edge
grinding system. This is the most important
conversion process and is Bay Bottle
Company's _____ technology.
continuous-process
core
small-batch
unit
government agencies The best examples of bureaucracies today

include:
online businesses
government agencies
family-owned retail stores
small businesses
matrix Delta Destinations is an international

services. To be able to process large
amounts of information and respond to
diverse consumer expectations in different
cultures, Delta Destinations has a
decentralized, multiple-command
structure.
Delta Destinations has a _____ organizational
design.
matrix
conglomerate
divisional
functional
A hierarchy of positions Which of the following is a characteristic of

the ideal bureaucracy?
Arbitrary dismissal
Flexible rules
Informal office relations

A hierarchy of positions
establish very few James is the human resource manager at a
linkages between the large bottle manufacturing company. Ten
divisions years ago, when the business moved to its
three major product lines. These new
groups will operate with pooled
interdependence.
This means that James will need to _____.
establish very few linkages between the

divisions
manage the flow of output from one

division to another
coordinate activities that will be shared

between the divisions
create opportunities for interaction

between the divisions
team Delta Destinations is an international

services. Much of the company's success
originates from its ability to identify new
opportunities in the markets it serves. Delta
Destinations' almost exclusive use of fluid
groups of employees to tackle emerging
issues in lieu of a functional hierarchy has
helped the organization achieve a very
high level of adaptability.
to maximize the company's responsiveness

to changes in the external environment.
functional
learning
team
virtual
matrix In the _____ organizational design, team

members are likely to be highly motivated
and committed to the organization since
they assume a major role in decision
making.
functional
matrix
conglomerate
divisional
task significance Which dimension of the job characteristics

approach deals with the perceived
importance of the task?
autonomy
task identity
task significance
skill variety
specialization James is the human resource manager at a

large bottle manufacturing company. There
are multiple departments in the plant. The
shipping department reviews, packages,
labels and dispatches products. The
shipping department structures job tasks
into small, simple activities. Each employee
has become very proficient at his or her
assigned tasks, and transfer time between
tasks is an average of only 15 seconds.
James employs a job_____ approach in the
shipping department of his company.
enlargement
enrichment
characteristics
specialization
hybrid Consider an organization that has three

related divisions and one unrelated
division. This is a _____ design that is a cross
between an M-form and an H-form.
functional
divisional
conglomerate
hybrid
technology The conversion processes that are used to

transform flour, eggs, water, and sugar (the
materials), into a cake (the product) is
called _____.
centralization
technology
decentralization
delegation
a virtual organization TLG Research Inc. consists of an in-house

project management staff and an online
network of industry professionals. TLG is an
example of _____.
a U form
a matrix design
an M form
a virtual organization
mass-production A furniture company assembles parts to

make dining room sets in five standard
models. This company uses _____
technology.
continuous process
mass-production
small-batch
unit
electronic E-mail, a tool that makes it easier for

people to communicate with each other, is
a type of _____ coordination.
electronic
reciprocal
structural
sequential
large-batch In _____ technology, a product is

manufactured in assembly-line fashion by
combining component parts into another
part or finished product.
large-batch
unit
continuous-process
small-batch
the process by which a What is delegation?

manager assigns a the process by which a manager assigns a
portion of his or her total portion of his or her total workload to
workload to others others
the process of systematically retaining
power and authority in the hands of higher-
level managers
the process of systematically delegating
power and authority throughout the
organization to middle and lower-level
managers
power that has been legitimized by the
organization
small-batch Ben's Beef Barn takes one order at a time

and custom grills burgers or steaks to the
customer's specifications. Ben's Beef Barn
uses _____ technology.
continuous process
mass-production
small-batch
large-batch
enlargement Acme Corp. implemented an alternative

approach to job design. While they saw
some advantages to the new strategy, they
also faced disadvantages as training costs
increased and the unions asked for pay
increases since the workers were doing
more tasks. In addition, the work remained
boring and routine for most workers. it is
most likely that the strategy implemented
by Acme was job _____.
enlargement
enrichment
characteristics
specialization
Human and social A university is a bureaucracy for all the

processes are following reasons EXCEPT:
considered important. Students must submit a degree plan and
file for graduation.
There are rules and regulations at a
university.
Human and social processes are
considered important.
There are steps to go through and forms to
fill out for admission to a university.
enrichment Job _____ attempts to increase both the

number of tasks a worker does and the
control the worker has over the job.
specialization
enlargement
rotation
enrichment
people float from project In a team organization:

to project. people float from project to project.
the focus is on continuously upgrading
employee skill.
there is underlying functional hierarchy.

all business is conducted online.
exists only in response to A virtual organization:

its needs. exists only in response to its needs.
requires a large staff.
has a rigid, unchanging structure.
has a highly hierarchical, formal structure.
stable A mechanistic organization operates in a(n)

________ environment.
rapidly changing
stable
unpredictable
uncertain
team In what type of organization might there

be a lot of employees but little or no
underlying functional hierarchy?
functional
learning
team
virtual
matrix Two advantages of a _____ design are that it

enhances flexibility and gives employees
considerable opportunities to learn new
skills.
matrix
divisional
conglomerate
functional
organizational design. The bureaucratic model of organization

has its roots in Weber's studies of:
situational theory.
the human relations movement.
organizational design.
contingency theory.
decentralization Because matrix designs give top

management a vehicle for _____, it is easier
for them to delegate day-to-day
operations and focus on issues such as
long-range planning.
bridging the functional unit and the team
decentralization
enhanced flexibility
centralization
the organization is Differentiation is the degree to which

broken down into the organization is broken down into
subunits. subunits.
activities are structured in a predictable
way.
various subunits must work together in a
coordinated fashion.
the organization is stable.
has no formal structure. One of the features that makes

DengSystems a virtual organization is that
it
owns several facilities.
requires a large staff.
performs most of its work in-house.
has no formal structure.
autonomy Which dimension of the job characteristics

approach deals with the degree of control
the worker has over how the work is
performed?
autonomy
task identity
task significance
skill variety
refreezing The managers at Chartab Industries have

made a number of changes. At this point,
they are reinforcing those changes so that
they become part of the system. Which
stage of the Lewin model are they in?
maintains the status quo An organization is behaving most typically

when it _____.
workers' demand for a An example of an internal force that drives

change in working hours. an organization toward change is:
Technological Which of the following is an external force

innovations in the market that drives an organization toward change?
participation Management at Chartab Industries has

rolled out a new quality assurance process.
It will be faster than the old process with
little impact on actual quality. Tim continues
to argue against the changed process
because he feels that the new process will
negatively impact product quality and will,
ultimately, harm sales. Management might
have been able to prevent Tim's resistance
if Tim had been involved in planning and
implementing the changes, rather than just
notified of them. Which method of
overcoming resistance would that have
entailed?
work processes Which of the following would be an

organizational change that would fall into
the category of technology and
operations?
team building What type of OD technique is intended to

promote overall group effectiveness?
consuming its own Which of the following is typical behavior

resources for an organization?
organization structure Chartab Industries has combined two of its

and design smaller departments and made some
changes in the reporting relationships
among the various positions in those
departments. This is an example of a
change in the area of _____.
reengineering For years, Martin's purchasing department

has used a cycle counting system to
monitor inventory levels. Upper
management has decided to convert to an
automated perpetual inventory system that
will reduce costs and improve accuracy.
This type of organization change is known
as _____.
sponsor Steve is a top-level manager at BigWell

industries. He has fought hard to secure a
budget and overcome obstacles in the way
of an innovative new product. He is playing
what intrapreneurial role?
perceptions Employees at Chartab Industries feel that

they are underpaid. They took their
complaint to management. In response,
management was able to collect data from
the industry to show that the firm pays a
competitive wage and offers excellent
benefits. In this scenario, Chartab
management is trying to change _____.
Diagnosis of relevant Jason manages a bakery on a busy street in

variables Chicago. Most of the bakery's business is
foot traffic as workers are heading into
their offices for the day. When another

bakery opened its doors around the
corner, Jason saw his sales decline. He
immediately began promoting daily
specials to regain some of his clientele.
Which of the following steps in the
comprehensive change model would
improve Jason's approach and his
likelihood for success?
uncertainty Employees who think they may not be able

to fully understand or follow the new
procedures may resist change because of
_____.
force-field analysis Which of the following is used to

overcome resistance to organizational
change?
ERP _____ refers to a large-scale information

system for integrating and synchronizing
the many activities in the extended
enterprise.
is a piecemeal response Reactive change

to circumstances.
refreezing. The final step in the Lewin model of

change is:
applying What is the second stage in the

organizational innovation process?
enterprise resource Companywide processes—such as

planning (ERP) materials management, production
planning, order management, and financial
reporting—can all be managed through

_____.
Business processes For years, Martin's purchasing department

management is evaluating a plan to
convert to an automated perpetual
inventory system that will reduce costs and
improve accuracy.
What area of organization change is
Martin's management considering?
sociocultural Chartab manufactured some of its

products overseas and then shipped them
to the U.S for sale. A human rights group
discovered that the foreign workers were
underpaid and worked in poor conditions.
They brought this information to Chartab
and threatened to stage protests and a
boycott if Chartab did not change its
manufacturing process. In response,
Chartab decided to move its
manufacturing operations back to the U.S.
In this scenario, Chartab is responding to
an external force for change in the _____
dimension.
technology and Chartab Industries recently adopted a new

operations enterprise resource planning (ERP) system
to help with financial reporting. The
company's adoption of the new ERP
system reflects a change in the area of _____.
work sequence Chartab Industries has been having

problems with its order fulfillment system.
Orders went through three different
people on the path from receipt to
fulfillment. They found that if one person
handled the first two steps, the process

had fewer errors. When Chartab made this
change, it was changing the _____.
performance Which of the following would be an

organizational change that would fall into
the category of people?
anticipate external forces Jason manages a bakery on a busy street in

for change Chicago. Most of the bakery's business is
their offices for the day. Jason's sister is a
commercial real estate agent. She keeps an
eye on property listings on the bakery's
street and the surrounding block. If she
sees a property sale, she monitors the
transaction to let Jason know of the
changes on the block.
Jason's sister does this in order to aid
Jason's efforts to _____.
intrapreneur A person who develops new businesses

within the context of a large organization is
an _____.
lack of resources The management at BigWell Industries

understands the need to innovate in order
to remain competitive. Unfortunately,
BigWell does not have the creative
personnel on staff to drive innovations, and
lacks the budget for any new hires this
year. BigWell's failure to innovate can be
blamed on what?
reactive Chartab manufactured some of its

products overseas and then shipped them
to the U.S for sale. A human rights group
discovered that the foreign workers were
underpaid and worked in poor conditions.
They brought this information to Chartab

and threatened to stage protests and a
boycott if Chartab did not change its
manufacturing process. To avoid these
repercussions, Chartab decided to move
its manufacturing operations back to the
U.S. In this scenario, Chartab is making a(n)
_____ change.
Organization _____ change refers to any substantive

modification to some part of the
organization.
feelings of loss The new restructuring at Chartab

Industries also means that people will have
to physically move within the office. Sally
and Connie have been sitting in adjoining
cubicles for several years, and will now be
located on two different floors of the
building. Sally and Connie are resistant to
the restructuring. Their resistance is based
on _____.
recognition of the need According to the comprehensive approach

for change to change, which of the following is the
first step in the change process?
In response to the In response to the Affordable Care Act,

Affordable Care Act, Chartab Industries had to make significant
Chartab Industries had to changes to the health insurance segment
make significant changes of its employee benefits package. This is an
to the health insurance example of a change in the area of _____.
segment of its employee
benefits package. This is
an example of a change
in the area of _____.
unfreezing Now that the managers at Chartab

Industries have decided to make certain
changes, they have called a series of
meetings to let the employees know the
reasons for the impending changes. Which
stage of the Lewin model are they in?
supporting the change. The Lewin model of organizational change

process includes refreezing, which involves
A change in the skill level One area of organization change involves

of a firm's workforce human resources. Which of the following is
an example of a change in this area?
globalization. Most organization change fits into all the

following categories EXCEPT:
Failure to recognize Blain's Medical Services is a regional

opportunities distributor of supplies to hospitals and
medical offices. The firm is financially
strong due to over 20 years of steady
growth in the southwestern United States.
Its 350 employees have robust customer
relationships that reflect the company's
service-oriented values. They are
frequently rewarded for demonstrating
creative problem solving skills. Over the
past three years, Blain Medical Services
has seen a significant decline in sales.
Several national competitors have made
inroads into the company's key accounts
with their new online ordering systems.
Which of the following is the most likely
reason for Blain's performance issues?
facilitation For years, Martin's purchasing department

management has decided to convert to an

automated perpetual inventory system that
will reduce costs and improve accuracy.
Martin is aware of his employees' anxiety
about the change. During the conversion,
he made only the necessary changes,
announced those changes well in advance,
and allowed time for employees to adjust
to new ways of doing things.
This _____ technique was an effective way for
Martin to overcome resistance to change.
Life and career planning Blain's Medical Services is a regional

distributor of supplies to hospitals and
medical offices. The firm has been steadily
growing for 20 years and now employs
over 350 employees in the southwestern
United States. However, over the past three
years, the company has had a 20% attrition
rate in its sales department. Exit interviews
reveal that many of the employees are
leaving the firm due to a lack of personal
and professional growth.
Which of the following organization
development techniques is the best
approach for Blain's Medical Services to
address this problem area?
innovation application What is the second stage in the

organizational innovation process?
Product _____ innovations are changes in the physical

characteristics or performance of existing
products or services or the creation of
brand-new products or services.
Process _____ innovations are changes in the way

products or services are manufactured,
created, or distributed.
certainty Causes for resistance to change include all

EXCEPT:
Application launch _____ is a period of high economic

performance for an organization.
reactive Jason manages a bakery on a busy street in

Chicago. Most of the bakery's business is
Jason's new marketing tactics are an
example of _____ change to new competitive
conditions.
radical Dina Med Group is a relatively new

organization based in Hoboken, New
Jersey. Its founders are developing a
tricorder device for application in the
emerging field of genomic medicine. The
portable device will enable patients
without access to medical facilities to
monitor vital signs for multiple serious
health conditions.
Dina Med Group's new device is an
example of a(n) _____ innovation.
organization Diagnostic activities, third-party

development. peacemaking, and process consultation
are activities associated with:
unfreezing What is the second step in the Lewin
model of organization change?
task Chartab is one of the leading companies in

its field. However, when its largest
competitor, and the industry leader,
lowered its prices on several key products,
Chartab had to drop its prices as well to
remain competitive. In this scenario,
Chartab is responding to an external force
for change in the _____ environment.
Application launch EvruTech developed an innovative new

this point, EvruTech is introducing this new
delivery method to customers and
convincing them to take advantage of it.
EvruTech's innovation has reached what
stage?
planned Chartab's analysis has indicated that the

market for its products should grow three
to five percent each of the next five years.
To prepare for this, Chartab is making
arrangements to expand its manufacturing
facility and increase staff to meet the
increased demand. In this scenario,
Chartab is making a(n) _____ change.
planned What type of change has a greater

potential to be poorly conceived and
executed?
external Changes in car emissions standards forced

automakers to design and build more fuel
efficient vehicles. In this situation, the
automakers are responding to a(n) _____
force for change.
price Jason manages a bakery on a busy street in

Which of the following variables must be
the most relevant based on Jason's
technique for change?
threatened self-interest Helen, a manager at Chartab Industries,

has been particularly resistant to the new
restructuring. Her department is now
slightly smaller than it was before, and she
feels that this will give her less influence in
the company. Helen's resistance is based
on _____.
external ason manages a bakery on a busy street in

In this situation, Jason's new marketing
tactics were in response to _____ forces for
change.
uncertainty Education and communication is a

particularly useful method for overcoming
which source of resistance to change?
education and The new restructuring at Chartab

communication Industries also means that people will have
to physically move within the office. Sally

and Connie have been sitting in adjoining
cubicles for several years, and will now be
located on two different floors of the
building. Sally and Connie are resistant to
the restructuring. The best way to
overcome their resistance might be to
explain to them the reasons for the
impending change and what they can
expect. Which method of overcoming
resistance would that have entailed?
reactive What type of change is based on

developing circumstances?
implementation The managers at Chartab Industries have

decided to move to a new facility. Today,
all employees were given supplies and
told to start packing and labelling their
files. Which stage of the Lewin model are
they in?
It modifies existing Which of the following is true of an

products and processes. incremental innovation?
political Chartab intended to buy some property in

Layette Village to develop and build a new
production facility. The site is currently
zoned for residential, but the Village
commissioners assured Chartab that the
zoning could be easily changed. However,
when the issue was brought before the
zoning commission, they voted down the
zoning change, and Chartab now needs to
seek alternate property to build its facility.
In this scenario, Chartab is responding to
an external force for change in the _____
dimension.
Human capital _____ reflects the organization's investment

in attracting, retaining, and motivating an
effective workforce.
Abilities Which of the following job elements is

listed under the job specification?
Fair Labor Standards Act Zero Defect Machinery (ZDM) is a mid-

sized tool and die fabrication shop located
employee-employer relations. As part of
its cost-containment measures, all hourly
employees are limited to a 40-hour work
week so as not to incur overtime pay.
ZDM maintains these guidelines in order to
satisfy requirements of the _____.
They attract high starting Which of the following is true of

salaries and sign-on knowledge workers?
bonuses.
collective bargaining John was raised in Gary, Indiana. Her father,

grandfather, and uncles worked in the steel
industry as union employees, and he
decided to do the same. However, by the
time John went to work at the mill, the steel
company's workforce was no longer
unionized. During the 2008 financial crisis,
John reported to the family that an NLRB
supervised election was held, and the
employees voted to restore union
representation.
After signing up members and electing
officers, the next step for John and his
fellow employees involves _____.
authorization cards John was raised in Gary, Indiana. His father,

unionized. During the 2008 financial crisis,
John reported to the family that a group of
employees was interested in restoring
union representation.
To proceed in this direction, the next step
for John and his fellow employees would
involve _____.
Human resource _____ is the set of organizational activities

management directed at attracting, developing, and
maintaining an effective workforce.
requires the payment of The Fair Labor Standards Act:

overtime rates for work in
excess of 40 hours per
week.
Skills East Spring Company is a fresh spring

years. Management just completed a five-
year strategic plan that projects 15% annual
sales growth. Based on this projection, the
human resources department estimates
that the company will need an additional
75 employees during the plan period. To
prepare for the influx of employees, HR is
collecting and recording information about
the jobs within the organization.
Which of the following items belongs on
the job specification list?
collective bargaining Issues of wages, work hours, job security,

and discipline are handled through the
process of _____.
incentives Sales commissions and bonuses represent

special compensation opportunities that
are usually tied to performance and are
examples of _____.
It can quickly locate all Benjamin needs to hire a new staff

the employees in the member. How could he benefit from using
organization who are a skills inventory to find his new hire?
qualified to fill the
position.
contingent workers. Part-time workers are:
an employee service Theta Corp. provides tuition assistance for

benefit any of its employees who take approved
courses to either help them in their jobs or
towards a degree. This is an example of
what?
Occupational Safety and Zero Defect Machinery (ZDM) is a mid-

Health Act sized tool and die fabrication shop located
employee-employer relations. Because of
its industrial setting, the company has strict
guidelines for training and access to
tooling equipment.
ZDM maintains these guidelines in order to
satisfy requirements of the _____.
decertification election John was raised in Gary, Indiana. Her father,

decided to do the same. John went to work
at a mill where the workforce was
unionized. However, the employees feel
that the union is not representing the
workers appropriately, and that they could
receive better pay and benefits without a
union.
The next step for John and his fellow
employees involves _____.
language training Which of the following is an organizational

approach to managing diversity and
multiculturalism?
incentive In addition to their hourly rate, the

production line workers at Theta Corp. are
paid an extra amount for each unit they
produce above the weekly quota. This is
extra money is a(n) _____.
conflict Tango Toppers is a chain of taco

restaurants in the Midwest. From its
beginnings, the restaurant chain has
offered a single meat filling, and guests
place their order for customized toppings.
As Mexican cuisine gained in popularity,
the chain also grew. However, in recent
years, multiple competitors have opened
and taken market share from Tango
Toppers by offering more authentic
Mexican menu items. Last year,
management began recruiting Hispanic
chefs from U.S.-Mexico border states to
help innovate the company's product
offering. As a result, the existing product
development team became defensive and
felt fearful for their jobs.

In this case, integrating the Hispanic chefs
with the Midwestern employees was a
source of _____.
passive nondiscrimination Because the Age Discrimination in

Employment Act and Title VII do not
require employers to seek out and hire
minorities, but to treat all who apply fairly,
they are said to require _____.
productivity Organizations that foster diversity tend to

have higher levels of _____.
a grievance procedure The first step in _____ is for the wronged

employee to discuss the alleged contract
violation with the immediate supervisor.
development In HRM, _____ refers to teaching managers

and professionals the skills needed for
both present and future jobs.
Affirmative action is Which of the following statements about

intentionally hiring affirmative action is true?
qualified employees
from underrepresented
racial, sexual, and ethnic
groups in a firm.
manufacturing sectors John was raised in Gary, Indiana. His father,

unionized.
Declines in union labor occurred because

of downward trends in _____.
Performance appraisal _____ refers to a formal assessment of how
well an employee is doing in his or her job.
The high cost of training Delta Destinations is an international

services. Delta Destinations needs to be a
highly adaptable organization to respond
to continually evolving customer
expectations. It has developed intricate
systems and procedures to provide
exceptional service to its client base. In
addition, the company relies heavily on
employees who add intellectual value,
especially those with experience in digital
and socially interactive technologies. It has
considered the use of contingent workers
to satisfy its fluctuating staffing needs.
What is one reason that Delta Destinations
would reject the idea of using a contingent
workforce?
independent contractors Which of the following is a category of

contingent workers?
Internal recruiting _____ means considering present employees

as candidates for openings.
collect employees' For employees to form a new local union,

signatures on several things must occur. First, employees
authorization cards. must become interested in having a union.
The second step is to:
knowledge workers What type of worker is most likely to define

performance in terms recognized by other
members of their profession?
It leads to a Which of the following is NOT true of

misunderstanding of workforce diversity?
different market
segments.
wage-level Drummonds is a paper manufacturer

located in northwest Pennsylvania. Industry
has been in decline in this region for many
years. With few job opportunities, young
people are migrating to Buffalo and
Cleveland to find work. Coupled with the
aging population, Drummond is having
difficulty filling positions for its recent
growth spurt. The company has decided to
set its hourly pay scale 10% above similar
jobs in the region.
This is a(n) _____ HRM policy decision.
Recruiting East Spring Company is a fresh spring

that the company will need to hire an
additional 75 employees from outside of
the firm during the plan period. It has
compiled job description and specification
lists.
What is the next activity that HR will
perform to satisfy East Spring Company's
workforce needs?
benefits Pay for sick leave, workers' compensation,
and pension plans are examples of _____.
wage Drummonds is a paper manufacturer

growth spurt. The company has decided to
set its hourly pay scale 10% above similar
jobs in the region to attract and keep high-
quality employees.
This decision makes Drummonds a _____
leader.
Job evaluation _____ is an attempt to assess the worth of

each job relative to other jobs.
demand for knowledge Delta Destinations began as a regional

workers has increased hotel chain and expanded into travel and
vacation planning services with offices
throughout the U.S. Delta Destinations
needs to be a highly adaptable
organization to respond to continually
evolving customer expectations. Because
of technological advancements, many of
the company's traditional jobs have been
eliminated. The economic downturn in
recent years has curtailed its labor needs
even further.
Similar to conditions in most domestic
labor markets, Delta Destinations' demand
for labor has slumped even though _____.
competitive advantage Many organizations are finding that

diversity can be a source of _____ in the
marketplace.
Forecasting East Spring Company is a fresh spring

that the company will need an additional
75 employees during the plan period.
Which HR planning tool was used to
identify this need?
Recruiting _______ is the process of attracting qualified

individuals to apply for jobs that are open.
wage-level The _____ decision is a management policy

decision about whether a firm wants to pay
above, at, or below the going rate for labor
in the industry or the geographic area.
What issue has become a What issue has become a legal

legal battleground battleground specifically in the arena of
specifically in the arena contingent workers who have made the
of contingent workers argument that they are contingent in name
who have made the only?
argument that they are
contingent in name only?
increased during a Membership in labor unions:

recession in 2008.
replacement chart The _____ lists each important managerial

position, who occupies it, and how long he
or she will probably stay in it before

moving on.
tests Benjamin needs to hire a new staff
member. What selection tool should he use
if he wants a predictor of job success?
wage structure At Theta Corp., a manager is not allowed to

make more than three times what his or her
lowest paid direct report earns. This policy
is a _____ decision.
tolerance Which of the following is an individual

strategy for managing diversity?
by officially signing up How does a new union organize itself?

members and electing
officers
If the feedback is used to Lock & Key is a large maker of security

assess her performance systems for commercial offices. The
across multiple company manufactures, markets, installs,
dimensions services, and troubleshoots systems
customized for specialized client
requirements. One of the factors used to
measure the performance of the service
and installation team is unsolicited
feedback from key accounts. This week,
Rhonda, an employee, received
considerable praise for the courtesy she
demonstrated during her visit to an
important account.
Under what conditions could this feedback
create a halo performance appraisal error?
vtechnology Knowledge workers tend to work in _____.
refusing to promote Which of the following is an indirect form
employees who do not of discrimination?

pass a test on which men
score significantly better
than women
Tim feels the other Tango Toppers is a chain of taco

individual was promoted restaurants in the Midwest. Last year,
because of his diversity management began recruiting Hispanic
status. chefs from U.S.-Mexico border states to
offering. Tim has been with the company
for five years and has worked his way up to
manager of one of Tango Toppers more
successful individual restaurants. Tim
recently applied for a regional manager
position. When the job was given to one of
those Hispanic chefs, a relatively recent
hire, who Tim felt has less managerial
experience than he does and is far less
qualified for the job, Tim became angry
and started causing trouble for the
company. What is the primary source of
this conflict?
recency error Matt is a web developer at TruTech

Enterprises. He usually meets his deadlines
and creates error-free pages. In the month
prior to his performance appraisal, he
missed two deadlines, and one of his
pages crashed repeatedly during normal
use. When the year is taken as a whole,
Matt met all of the standards for his job
position, yet he received a poor rating on
his performance appraisal. What does this
illustrate?
minority group members Employment requirements such as test

meet or pass a selection scores or other qualifications are legally
standard at a rate less defined as having an adverse impact when
than 80 percent of the

pass rate of majority
group members.
multicultural training Tango Toppers is a chain of taco

Mexican menu items. Last year,
management began recruiting Hispanic
chefs from U.S.-Mexico border states to
offering. As a result, the existing product
development team became defensive and
felt fearful for their jobs.
To reduce the environment of fear and
mistrust, Tango Toppers should consider
_____ specifically designed to facilitate the
effectiveness of its more diverse
workforce.
Each point on the scale is How does BARS overcome some of the
accompanied by a limitations of standard rating scales?
behavioral anchor.
judgmental Lock & Key is a large maker of security

systems for commercial offices. The
company manufactures, markets, installs,
services, and troubleshoots systems
customized for specialized client
requirements. One of the factors used to
measure the performance of the service
and installation team is unsolicited
feedback from key accounts. Management

ranks team members according to who
receives the most positive customer
responses over a 12-month period.
This is a(n) _____ performance appraisal
method.
Conflict can arise when Which of the following is NOT a reason for
diversity is understood. diversity as a source of conflict?
recreational Which of the following is an example of an

opportunities employee service benefit?
retaining Drummonds is a paper manufacturer

growth spurt. The company's human
resources department has decided to set
its pay scale 10% above similar jobs in the
region.
This is a(n) _____ function of the HR
department.
increased standard of What contributed to the decline in union

living membership in the mid-1950s?
diversity Tango Toppers is a chain of taco


Mexican menu items.
Last year, management began recruiting
Hispanic chefs from U.S.-Mexico border
states to increase ethnic _____ in its product
development team.
application blank Benjamin needs to hire a new staff

member. Where can he get information
about applicants' previous work history
and educational backgrounds?
Conflict _____ may arise if there is an environment of

fear, distrust, or individual prejudice.
the person hired will be An advantage of the realistic job preview is

more likely to remain in that:
the job for a longer
period of time.
collectivism Japan is generally characterized by the

view that the group is more important that
any individual in it. This is known as _____.
A . collectivism
B. diversity
C. individualism
D. group think
determine an According to a basic premise of Vroom's

appropriate decision decision tree, after evaluating the
style that specifies the characteristics of a problem or decision,
amount of subordinate the leader will
participation. A . determine an appropriate decision style
that specifies the amount of subordinate
participation.
B .complete a measuring scale to
determine the person with whom the

leader is able to work best to solve the
problem.
C. clarify subordinates' paths to goal
attainment in terms of this specific decision.
D. assign it to members of the in-group to
define and solve
attempt to establish a Leaders using consideration behavior:

friendly and supportive A. determine how tasks will be performed.
climate. B.attempt to establish a friendly and
supportive climate.
C. are keenly interested in performance.
D. establish formal lines of communication.
by providing How can managers reduce the likelihood

subordinates with of political behavior by subordinates?
responsibility by enhancing their own images
by using inducements
by decreasing diversity
by providing subordinates with
responsibility
aligning people Diane is the department head of the

cardiac wing at Jenkins Hospital in Miami,
Florida. She is considered a great leader.
Diane is ranked highly for her leadership
skills by her peers and subordinates alike.
Which of the following skills is a leadership
skill that Diane is likely to possess?
A .organizing structure
B. aligning people
C . problem solving
D . planning budgets
subordinate The concept of substitutes for leadership

suggests that need for independence is a
_____ characteristic that may neutralize
leader behavior.
A organizational
B subordinate
C leader
D task
reward Steve decides how projects are assigned

to his staff and has final approval on
overtime hours. This is an example of _____
power.
reward
legitimate
expert
referent
Each superior- What is the vertical dyad?

subordinate pair in the Each of the 16 scales on the LPC measure
LMX model is referred to is referred to as a vertical dyad.
as a vertical dyad. Each branch in the Vroom's development-
driven decision tree is referred to as a
vertical dyad.
Each path-goal connection in the path-
goal theory of leadership is referred to as a
vertical dyad.
Each superior-subordinate pair in the LMX
model is referred to as a vertical dyad.
Vroom's decision tree Jordan Automotives is a large producer of

approach parts used by U.S. automakers. By today's
standards, the company's mainframe
stringent that Jordan Automotives risks
high, and the conversion process is
extensive. Because it involves dramatic
changes to job and process designs,
management anticipates resistance

throughout the company.
Facing the decision for a major computer
upgrade, which situational leadership
model is best suited to prescribe
appropriate leadership behavior at Jordan
Automotive?
The LMX approach

The path-goal theory
Vroom's decision tree approach
The LPS theory
people Caleb manages the contract division of the

largest property management company in
New England. His division is full of high
performers in terms of processing volume
and speed. However, absenteeism is high
among his employees. Many members of
his department are openly dissatisfied with
their jobs.
Using the Managerial Grid, Caleb can
improve the effectiveness of his leadership
style by increasing his concern for _____.
process
production
profits
people
initiating-structure When using _____ behavior, the leader

clearly defines the leader-subordinate role
so that everyone knows what is expected.
initiating-structure
employee-centered
consideration
referent
using coercion A manager who threatens to withhold

support or rewards is _____ as a political
tactic.
using coercion
using persuasion
creating an obligation
creating an inducement
participative Marvin has twelve subordinates on his

work team. Marvin regularly consults with
his subordinates. He solicits their
suggestions and lets them participate in
decision making. According to path-goal
theory, Marvin is exhibiting what type of
leader behavior?
achievement-oriented
supportive
participative
directive
the out-group Marvin has twelve subordinates on his

work team. He gives extra responsibility,
and privileges, to Ilene, Jay, and Ira. The
other nine members of the team receive
much less of Marvin's time and attention.
According to the LMX model, those other
nine members are _____.
inflexible
the out-group
under-performers
the in-group
trait Researchers looking at characteristics such

as intelligence, assertiveness, or height to
identify leadership ability were using the
_____ approach.
attractiveness
behavior
trait
situational
Explaining work Caleb manages the contract division of the

procedures in great largest property management company in
detail New England. His division is full of high
their jobs.
Based on these factors, what type of
leadership behavior would you expect
Caleb to display?
Paying little attention to subordinates' work
Establishing informal lines of

communication
Developing a cohesive work group
Explaining work procedures in great detail
supportive According to the path-goal theory, _____

leader behavior is being friendly and
approachable, and treating members as
equals.
participative
directive
achievement-oriented
supportive
cross-cultural Megawatt International is a growing

battery technology company based in
Hong Kong, China. Management at the
firm has little exposure to western

practices and no experience operating in
the United States. Russell was recently
hired by Megawatt to head up its North
American expansion efforts. He was born
and raised in the U.S., but has worked in
Hong Kong for the past seven years.
skills.
strategic
cross-cultural
ethical
charismatic
its culture A strategic leader needs a thorough

understanding of the organization itself,
including _____.
its culture
issues on the horizon
its future
significant trends
task oriented Which style of leadership identified in LPC

theory is similar to job-centered and
initiating-structure behaviors in the generic
approaches to leadership?
delegation oriented
relationship oriented
management oriented
task oriented
ethical Russell was recently hired as the President

and CEO of Megawatt Inc., a fledgling
company in the emerging solar battery
technology industry. He is joining the
company in the wake of a scandal that
toppled the former management team. An

external audit revealed that the previous
organizational leaders had
misappropriated grant money received
from the U.S. government. Russell has been
hired to restore the government's faith in
Megawatt and to establish a culture of
moral integrity within the firm.
skills.
strategic
cross-cultural
ethical
charismatic
high ethical standards The emerging pressures for stronger

corporate governance models are likely to
increase commitment to select individuals
with _____.
visionary leadership
charisma
impression management
high ethical standards
inspiring Duane is the department head of the

production unit at Lelov Technology. He is
considered a great leader. Duane is
particularly noted for his ability to execute
plans.
Which of the following skills is a leadership
skill that Duane is likely to possess in the
area of executing plans?
inspiring
aligning people
staffing
planning budgets
referent Diane is the department head of the

Diane's peers seem to identify with her and
pattern their behavior after hers. Her
subordinates are extremely loyal to her.
In addition to powers she has because of
her position in the organization, Diane has
_____ power.
reward
legitimate
expert
referent
They set high Which of the following is true of

expectations. charismatic leaders?
Their shortcomings are magnified.

They succeed only in turbulent
environments.
They do not make any mistakes.
They set high expectations.
universal By assuming that there was one set of

answers to the leadership puzzle, early
approaches to the study of leadership
adopted a(n) _____ perspective.
independent
situational
top-down
universal
charismatic The concept of _____ leadership, which

focuses on interpersonal attraction, is most
closely associated with the trait approach.
situational
charismatic
path-goal
substitutes for
consideration Ronald is a manager at Breezo, Inc. People

enjoy working for Ronald because he
shows true concern for his subordinates.
According to the Ohio State study, Duane
is using _____ behavior.
employee-centered
consideration
job-centered
initiating-structure
strategic Russell was recently hired by Megawatt

International, a growing battery
technology company. He earned the top
management position because of his ability
to align organizational competencies with
environmental conditions.
skills.
strategic
transformational
ethical
charismatic
Persuasion The IT manager insisted that a software

upgrade for the production team was
simply not in this year's budget. Kelly, the
production manager, argued that the
upgrade would save money in the long
run, as the work would go faster.
Additionally, the staff would be able to do
their jobs more easily, leading to higher
morale as well as lower turnover. Which

type of political behavior is reflected in the
given scenario?
Coercion
Persuasion
Obligation
Inducement
Impression management _____ is a direct and intentional effort by

someone to enhance his or her image in
the eyes of others.
Impression management
Ethical leadership
Charismatic leadership
Political behavior
Subordinate participation Jordan Automotives is a large producer of

in the decision-making parts used by U.S. automakers. By today's
process standards, the company's mainframe
stringent that Jordan Automotives risks
high. The conversion process is extensive
and involves dramatic changes to job and
process designs. Management anticipates
resistance throughout the company.
In choosing a situational leadership model
to support the company's needs, which of
the following factors is most important in
this scenario?
Subordinate relationships
Rewards and goal clarity
Subordinate participation in the decision-

making process
Situation and leader favorability
coercive Steve's usual method for getting his staff to

do their jobs is to threaten to dock their
pay or put reprimands in their files if they
do not comply. This is an example of _____
power.
reward
coercive
expert
referent
cross-cultural When a Japanese firm sends an executive

to head the firm's operations in the United
States, that person will need to become
acclimated to the differences that exist
between the two countries. This is an
example of _____ leadership.
charismatic
transformational
strategic
cross-cultural
Strategic _____ leadership is the capability to

understand the complexities of both an
organization and its environment and to
lead change in the organization to achieve
and maintain a superior alignment between
the organization and its environment.
Strategic
Transformational
Ethical
Charismatic
Inducement Rachel works in a male-dominated industry.

She is a passionate advocate for increasing
gender diversity. For years she has
championed the recruitment and
advancement of qualified female
employees at her firm. As she worked her
way up the corporate ladder, Rachel's
influence increased. Recently, she had to
promise a colleague that her department
would cover the costs of relocating a
promising female job candidate to fill a
position in the Cleveland, Ohio office.
What type of political behavior does this
demonstrate?
Coercion
Persuasion
Obligation
Inducement
legitimate After several years of service at her

company, Melanie was just promoted to a
middle management position. This
promotion gives Melanie _____ power.
reward
coercive
expert
legitimate
Obligation Rachel works in a male-dominated industry.

influence increased. Recently, Eli, a fellow
manager, asked Rachel to support his
request for the firm to open a child care
center at its site. Rachel has no opinion
regarding a child care center, but she
supported Eli's request anyway, with the
hopes that he will support her next
proposal.
What type of political behavior does this
demonstrate?
Coercion
Persuasion
Obligation
Inducement
be held more The emerging pressures for stronger

accountable for the corporate governance models are likely to
consequences of their mean that leaders will _____.
actions
have to consider environmental trends and
issues
need to have charisma
be held more accountable for the

consequences of their actions
be expected to have cross-cultural

experience
relationship orientation In the LPC measure, what does a high

score indicate?
relationship orientation
positive qualities
negative qualities
task orientation
political Rachel works in a male-dominated industry.

influence increased.
Rachel's efforts to further her goals are an
example of _____ behavior conducted to
achieve preferred outcomes.
ethical
charismatic
strategic
political
It leads change to Which of the following is true of strategic

achieve a superior leadership?
alignment between a firm It is defined as the ability to inspire support

and the environment. and acceptance through charisma.
It leads change to achieve a superior

alignment between a firm and
the environment.
It is limited to understanding complexities

within the organization.
It explicitly relates leadership to the role of

lower-level management.
It is based on Which of the following is true of referent

identification, loyalty, or power?
charisma.
It is associated with authority, not
leadership.
It is derived from information or expertise.
It is based on identification, loyalty, or

charisma.
It is the power to force compliance.
It plays a useful role in Which of the following is true of political

some situations. behavior in organizations?
It can be eliminated by maximizing

competition among managers.
It plays a useful role in some situations.
It is greater at the lower levels of an

organization.
It should be eliminated using orders.
delegate Marvin has twelve subordinates on his

work team. When faced with a problem,
Marvin would most often choose to turn it
over to his subordinates and have them
clearly define the problem and then come
up with a solution. According to Vroom's
decision tree, Marvin is exhibiting what
decision-making style?
delegate
consult
facilitate
decide
ensures employees are A manager using employee-centered

satisfied with their jobs. leader behavior:
gives primary importance to work

procedures.
pays close attention to his or her

subordinates' work.
ensures employees are satisfied with their

jobs.
is keenly interested in performance.
weak position power Marvin has eight subordinates on his work

team. Marvin's supervisor, Elaine, has to
approve all job assignments. In addition,
Elaine must sign off on all raises, bonuses,
or other incentives that Marvin wants to
give to his team. According to LPC theory,
Marvin has _____.
weak task power
weak position power
strong task power
strong position power
planning and budgeting Which of the following is a function of

management?
motivating and inspiring
planning and budgeting
aligning people
establishing direction
process of leadership The use of non-coercive influence to

shape the group's goals and motivate
behavior toward the achievement of those
goals is the definition of the _____.
process of leadership
process of management
property of leadership
property of management
by personal confidence When considering the three elements of

charismatic leaders, how would a leader
energize others?
by expressing confidence in them
by empathizing with them
by personal confidence
by envisioning the future
pays close attention to As a manager, Duane exhibits job-centered

his or her subordinates' leader behavior. This means that Duane
work.
gives primary importance to the welfare of
his subordinates.
pays close attention to his or her

subordinates' work.
ensures employees are satisfied with their

jobs.
is interested in developing a cohesive work

group.
whether they are task The LPC theory classifies leaders into two
oriented or relationship types based on:
oriented.
whether they are task oriented or
relationship oriented.
whether they can make important

decisions under pressure.
whether they display ethical conduct or

not.
whether they use reward power or

legitimate power.
stresses the importance The LMX model of leadership:

of variable relationships
between supervisors and involves being friendly and approachable,
showing concern for subordinate welfare,
each of their and treating members as equals.

subordinates.
suggests that managers can use four types
of leader behavior to clarify subordinates'
paths to goal attainment.
is recommended for situations where time

is of the highest importance in making a
decision.
stresses the importance of variable

relationships between supervisors and
each of their subordinates.
Authority-Compliance Caleb manages the contract division of the

Management largest property management company in
their jobs.
Where does Caleb fit on the Managerial
Grid?
Authority-Compliance Management
Team Management
Impoverished Management
Country Club Management
Authority-Compliance Caleb manages the contract division of the

Management largest property management company in
their jobs.
Where does Caleb fit on the Managerial
Grid?
Authority-Compliance Management
Team Management
Impoverished Management
Country Club Management
Substitutes for leadership _____ is a concept that identifies situations in

which leader behaviors are neutralized or
replaced by characteristics of the
subordinate, the task, and the organization.
Strategic leadership
Charismatic leadership
Transformational leadership
Substitutes for leadership
middle-of-the-road As a manager, Duane has consistently

demonstrated an appropriate amount of
concern for both people and production.
On the Managerial Grid, Duane's style
would be classified as _____ management.
team
country club
middle-of-the-road
impoverished
transformational CEO George Buckley of 3M is making the

firm more efficient and profitable while
maintaining a leadership role in innovation.
He changed the reward system,
overhauled procedures, and restructured
the firm. Buckley is a(n) _____ leader.
authoritarian
transformational
situational
charismatic
impression Rachel works in a male-dominated industry.

gender diversity. As she worked her way up
the corporate ladder, Rachel's influence
increased. For years she thoughtfully
presented herself in a professional,
composed manner to demonstrate that
women can effectively serve in leadership
roles at the company.
In this case, Rachel engaged in _____
management to further her interest in
promoting gender diversity.
impression
strategic
culture
environment
establishing direction Duane is the department head of the

production unit at Lelov Technology. He is
considered a great leader. However, in his
latest performance review, Duane's

supervisor noted that Duane is not so
adept in developing a vision for the future
and the strategies needed to achieve that
vision.
Which of the following is a leadership skill

that Duane needs to work on?
motivating
establishing direction
problem solving
planning budgets
Legitimate _____ power is defined by the organization

to be accorded to people occupying a
particular position.
Reward
Expert
Referent
Legitimate
structure is high and the Directive leadership is less effective when

degree of formality is structure is high and the degree of
high. formality is low.
structure is low and the degree of formality
is low.
structure is high and the degree of
formality is high.
structure is low and the degree of formality
is high.
expert Diane is the department head of the

No one at the hospital has more
experience than Diane in the field of

cardiology. In addition, she has been
instrumental in establishing the systems
and policies that have been adopted
throughout the hospital.
In addition to powers she has because of
her position in the organization, Diane has
_____ power.
reward
legitimate
expert
referent
group cohesion Which of the following is an organizational

characteristic that can substitute for
leadership?
informal policies
group cohesion
task variety
a flexible reward structure
coercive The more a manager uses _____ power, the

less likely he is to be seen as a leader.
reward
expert
coercive
referent
Vroom's decision tree _____ predicts what kinds of situations call

approach for different degrees of group
participation.
Two-factor theory
LPC theory
Vroom's decision tree approach
Path-goal theory
substitute Eva has worked in the accounts payable

department at her firm for over 20 years.
Her job has changed during this time as
advancements in computer technology
have essentially eliminated all potential for
processing errors. Eva operates with little
supervision because of her extensive
experience and the routine nature of her
job.
Based on her status, Eva should be
managed with a _____ form of leadership.
transformational
substitute
charismatic
situational
... The IT director told

the production
manager that she
will not approve
the software
upgrade for the
production team
unless the
production
manager supports
the IT request for a

budget increase at
the next managers
meeting. Which
type of political
behavior is
reflected in the
given scenario?
Coercion
Persuasion
Obligation
Inducement
formal and mechanistic Bureaucratic control is an approach to

structural arrangements organization design that is characterized
by _____.
formal and mechanistic structural

arrangements
widespread employee participation
rewards for group performance
a relatively flat structure
a control system that Which of the following control systems is

provides objective likely to be highly effective?
information
a control system that relies exclusively on
quantifiable data
a control system that provides objective

information
a control system that provides information

as quickly as possible
a control system that is rigid
It has organic structural Which of the following is true of an

arrangements. organization with decentralized control?
It has organic structural arrangements.
Its primary goal is employee compliance.
It has a rigid hierarchy.
It allows limited and formal employee

participation.
The control system must Which of the following is true of the

be flexible enough to effectiveness of control systems?
accommodate change.
The control system should provide
information that is as subjective as
possible.
The more uncertain the circumstances, the

less frequently
measurement is needed.
The more explicit the linkage between

control and planning, the less
effective the control system is.
The control system must be flexible

enough to accommodate change.
Control ____ is the regulation of organizational

activities in such a way as to facilitate goal
attainment.
A controller
Structural control
Financial control
Control
bureaucratic control RadTrek relies on numerous rules to

regulate employee travel, expense
accounts, and other expenses. Its
performance appraisal system precisely
specifies minimally acceptable levels of
performance for everyone. These are
characteristics of which approach to
organization design?
preliminary control
bureaucratic control
decentralized control
screening control
considering corrective The managers at Moto To Go, a large rental

action car company, have been reviewing
processes in one of its divisions. They have
discovered a certain deviation and have
decided, at this time, to change the
standard to meet that deviation. Which
step have they reached in the control
process?
measuring performance
establishing standards
comparing performance against standards
considering corrective action
a balance sheet Maria is the controller for a specialty spice

company's various financial statements.
Right now she is reviewing a list of the
assets and liabilities that the company
currently holds. What is Maria looking at?
a balance sheet
an operating ratio
an external audit
an income statement
It is not as effective as Which of the following is a disadvantage of

preliminary or screening postaction control?
control.
It provides a basis for rewarding
employees.
It is not as effective as preliminary or

screening control.
It can provide management with

information for future planning.
Most organizations use more than one

form of operations control.
centralized EMCW is a large international business with

interests in most developed nations. In
order to meet certain benchmarks, there
must be a certain level of consistency
throughout the operations.
This scenario calls for a _____ strategic
control perspective.
decentralized
centralized
preliminary
screening
operating Maria is the controller for a specialty spice

company. When analyzing the company's
various financial statements, she wants to
understand the effectiveness of each
specific functional area. What type of ratio
should she calculate?
debt
operating
liquidity
coverage
preliminary Stan works for Moto To Go, a large rental

complete four training courses. Stan must
program represents a _____ form of
operational control.
postaction
screening
preliminary
standard
preliminary Television networks should verify the
accuracy of news stories before they are
broadcast. This is an example of _____
control.
preliminary
screening
postaction
expense
indicators Moto To Go, a large rental car company,

has one month to increase its fleet to meet
predicted demand. Because the control is
focused on meeting this deadline, time-
sensitive standards would be relevant
performance _____.
indicators
goals
deviations
standards
Audits _____ are independent appraisals of an

organization's accounting, financial, and
operational systems.
Financial controls
Financial statements
Audits
Budgets
decentralized control One of RadTrek's primary goals is

employee commitment to the company. If
that were the only factor to consider, which
approach to organization design would be
most appropriate for RadTrek?
preliminary control
screening control
structure The new CEO of EMCW has started to

initiate a number of changes to the
company. One of his initiatives is to shift
from a U-form to an M-form design to spur
growth. This change falls into which aspect
of strategic control?
human resources
technology
structure
leadership
operational processes Stan works for Moto To Go, a large rental

complete four training courses. Stan had to
program serves to ensure tight control of

the company's _____.
strategic performance
structural elements
operational processes
financial resources
... Slim Pickin's is a

small start-up
company located
in Kansas City, MO.
Its owner, Sharon,
developed a line of
gluten- and dairy-
free power bars
that is gaining the
attention of health-
minded consumers
and those with diet
restrictions. Brand
awareness is
growing rapidly.
Future sales growth
will depend on
rapid expansion
into new locations
and through new
types of sales
channels.
The extent to which
Sharon is able to
meet these
expansion goals
should be
regulated through
_____ control
measures.
strategic
structural
operations
financial
operating RadCycle will use a(n) _____ budget to

determine how many of each model of its
bicycles it will produce each quarter for
the coming year.
space
financial
labor
operating
bureaucratic The goal of _____ control is employee

compliance.
bureaucratic
operating
strategic
decentralized
postaction By alerting managers that an employee has

exceeded expectations, _____ control can
identify when employees deserve
recognition.
postaction
output
preliminary
screening
participation It is important that the customer service

techs at LWC Co. wear uniforms so they are
easily recognizable when they go out to
service accounts. Whenever changes need
to be made to the uniforms, various
options are assembled and the service
techs are polled to help choose the new
uniforms. LWC is using _____ to reduce
resistance to control.
verification procedures
appropriate focus
participation
planning
subjective Which of the following is NOT a

characteristic of an effective control
system?
timely
subjective
integrated with planning
flexible
an external audit Maria is the controller for a specialty spice

She has some concerns regarding the way
these statements were compiled and is not
sure of their accuracy. What might Maria
want to see?
a balance sheet
an operating ratio
an external audit
a coverage ratio
Master Tractor has a flat Laura is the controller of Master Tractor

organizational structure. Ltd., an international tractor supply and
equipment company with distribution
outlets located in 18 countries. She has
extended the decentralized control
systems in place at Master Tractor in an

effort to better align the efforts of her
department with the structural
performance of the company.
Which of the following conditions would
explain Laura's decision to strengthen
Master Tractor's decentralized control
system?
The goal of the control approach is
employee compliance.
Master Tractor has an inflexible hierarchy.
Master Tractor has a flat organizational
structure.
Rewards are structured to impact individual
performance.
decentralized Slim Pickin's is a small start-up company

located in Kansas City, MO. Its owner,
Sharon, developed a line of gluten- and
dairy-free power bars that is gaining the
attention of health-minded consumers and
those with diet restrictions. The business is
growing rapidly. Sharon now employs 45
employees who share her passion and
commitment to the organization. Slim
Pickin's has few formal job assignments or
work boundaries. Everyone pitches in
where needed. Sharon distributes a
generous share of profits with all of the
workers equally.
As Sharon continues to build her
organization, a _____ type of structural
control is recommended to ensure that the
organizational design is achieving its
intended results.
financial
bureaucratic
decentralized
postaction
preliminary Tracy is a quality assurance agent at Purity

Water Filtration Systems. The company
uses a reverse osmosis double pass system
to purify water for industrial applications.
Water purity is monitored continuously
through the filtration operation to achieve
99% removal of total dissolved solids (TDS)
and 97% of naturally occurring organics.
Monitoring TDS and organic content
during the filtration process is a form of
_____ operational control.
postaction
output
preliminary
screening
nonmonetary A labor budget is a type of _____ budget.

financial
nonmonetary
operating
expense
operations Quality control is a type of _____ control.

financial
strategic
operations
structural
liquidity Maria is the controller for a specialty spice

She knows that the value of the company's
assets would more than cover the
purchase price of some new equipment.
But she needs to determine how quickly
she can turn some of those assets into
cash. What type of ratio should she
calculate?
debt
operating
liquidity
coverage
inappropriate focus LWC Co. publishes a weekly magazine. The

editorial team is required to meet an exact
deadline every week in order to secure the
guaranteed press time. As a result, they are
not always able to follow all leads or check
facts in the stories they run. While the
magazine does come out on time every
week, it tends to have errors that could
have been avoided. The control system at
LWC suffers from _____.
too much accountability
rewards for inefficiency
overcontrol
inappropriate focus
balance sheet The _____ is a list of assets and liabilities of

an organization at a specific point in time.
coverage ratio
income statement
balance sheet
financial statement
screening Quality assurance testing of all alpha and

beta versions of a software program is an
postaction
output
preliminary
screening
It is useful in identifying Which of the following is true of screening

the cause of problems. control?
It is useful in identifying the cause of
problems.
It does not make use of feedback
processes.
It focuses on outputs after the
transformation process is complete.
It monitors the quality of resources before
they enter the organization.
The company relies on Laura is the controller of Master Tractor

group norms and a Ltd., an international tractor supply and
strong organizational equipment company with distribution
culture. outlets located in 18 countries. She is
evaluating Master Tractor's organizational
design, improving the "fitness" of the
company's structural controls with existing
structural performance.
Which of the following conditions calls for
Laura to use a decentralized control
system?
Employee participation levels at Master
Tractor are formal.
The company relies on group norms and a
strong organizational culture.
The company relies on conformance to
strict rules.
Employees are required to meet minimally
acceptable levels of performance.
preliminary Hiring only qualified employees and

ordering parts that meet high quality
standards are two examples of _____ control.
postaction
output
preliminary
screening
To determine whether it Why should a firm periodically examine its

is facilitating the structure?
attainment of its strategic To evaluate the competition
goals To increase shareholder value
To evaluate its capital expenditures
To determine whether it is facilitating the

attainment of its strategic goals
cope with organizational Rapher Systems and Gibson Tech, two

complexity large firms, recently merged. Their many
different systems needed to be revised to
work together, and many decisions needed
to be made about suppliers, processes,
and goals. While the long-term forecast for
the new entity is promising, the short-term
results have been disappointing. This
illustrates the need for control systems that
_____.
cope with organizational complexity
adapt to environmental change
limit accumulation of error
minimize cost
rewards for inefficiency The employees at LWC Co. take on new

projects every three to four months. Elaine
finished her current project four days
ahead of schedule. This is the second time
this year she has beat her schedule.
However, rather than turning in the
completed work and securing her next
assignment, Elaine holds on to the project
until the due date. She is concerned that if
she consistently beats her deadlines, the
manager will start giving her shorter
schedules on all her projects. Elaine's
resistance to control is based on _____.
overcontrol
inappropriate focus
bureaucratic control RadTrek focuses rewards on individual

performance. It insists that employees
meet minimally acceptable levels of
performance and allows limited and formal
employee participation. These are aspects

of which approach to organization design?
financial control
postaction control
maximizing costs Which of the following is NOT a purpose of

control?
coping with organizational complexity
limiting the accumulation of error
adapting to environmental change
maximizing costs
decentralized Purity Water Filtration Systems (PWFS) is a

large international business with interests in
most emerging nations. Varying conditions
in each nation require that each division be
free to develop localized approaches to
satisfy the unique needs of each market.
Actions that grow sales in one country are
not necessarily effective in the others.
This scenario calls for a _____ strategic
decentralized
centralized
preliminary
screening
bureaucratic The organizational design of _____ control is

a tall structure with top-down influence.
financial
bureaucratic
decentralized
postaction
screening Stan works at the receiving dock at

Midwestern Textiles. He checks every bolt
of fabric that is delivered to the warehouse

to make sure it matches all of the
specifications listed on the spec sheet
before entering it into inventory. Any
shipments not matching the specs are
returned to the supplier. This is an example
of _____ control.
postaction
output
preliminary
screening
integrated with planning. Managers at Champion Spark Plug

Company decided to broaden their
product line. They decided what level of
sales they wanted for each product for
each of the next five years. This example
shows that effective control is
objective.
accurate.
integrated with planning.
flexible.
as often as necessary. Control systems are more effective when

they are timely, meaning that information is
shared
at the same time each day.
as often as necessary.
as quickly as possible.
on a regularly scheduled basis.
labor Maria is the controller for a specialty spice

company. She is responsible for
developing the firm's budget each year.
Maria requires a great deal of input from
each of her operating divisions to
formulate a comprehensive plan. Each
division head provides her with operational
plans that forecast production levels and
the human resources needed to achieve

them.
This information enables Maria to establish
the company's _____ budget.
labor
expense
balance sheet
revenue
developing verification Resistance to control can be overcome by:

procedures. developing verification procedures.
increasing focus on quantifiable variables.
ensuring excessive accountability.
decreasing employee participation.
revenue Maria is the controller for a specialty spice

company. She is responsible for
developing the firm's budget each year.
Maria requires a great deal of input from
each of her operating divisions to
formulate a comprehensive plan. Each
division head provides her with a forecast
of his or her expected income.
This information enables Maria to establish
the company's _____ budget.
labor
expense
balance sheet
revenue
Replace the leaders of Purity Water Filtration Systems (PWFS) is a

the South American large international business with interests in
division. most emerging nations. The company uses
a reverse osmosis double pass system to
purify water. The core technology achieves
and 97% of naturally occurring organics,
which is particularly important in
underdeveloped regions of the world.
Since completing the new facility three
years ago, the company's South American

division has struggled to meet strategic
goals of growth and full-scale production.
How should top management handle the
strategic control variance?
Allocate additional research money to
improve operational processes.
Close the South American operations.
Replace the leaders of the South American
division.
Adopt a new core technology.
averse to accountability Purity Water Filtration Systems (PWFS) is a

large international business with interests in
most emerging nations. Before the end of
the third quarter, each national division is
required to submit a revenue projection for
the upcoming year. It has been discovered
that division management has been
underestimating sales forecasts to lower
the expectations of upper management. In
this manner, division managers rarely have
trouble meeting the subsequent sales
objectives.
In this case, PWFS's division managers are
_____.
averse to accountability
rewarded for inefficiency
averse to overcontrol
redirecting focus
too much accountability LWC Co. tracks errors made by employees

on a daily basis. Any day that an employee
makes three or more errors, a reprimanded
is entered into that employee's personnel
file. The employees take on new projects
every three to four months. At the start of
each project, they tend to make more
errors. But after three or four days, most
employees work error-free, and do so for
the remainder of the project. However,

most employees at LWC have multiple
reprimands in their files for exceeding the
daily error allowance, which has led to a
drop in morale and lower productivity.
LWC is facing resistance to control
because of _____.
overcontrol
inappropriate focus
adapt to environmental Moto To Go, a large rental car company,

change recently increased its fleet by purchasing a
significant number of SUVs. Rentals have
not increased as forecast, and many of
these SUVs sit on the lots. A market review
indicated that, while SUVs were quite
popular the year the new vehicles were
purchased, consumers are now looking for
more fuel efficient rental vehicles to stretch
their transportation budgets. This illustrates
the need for control systems that _____.
cope with organizational complexity
adapt to environmental change
limit accumulation of error
minimize cost
They rely on a strict rules Which of the following is true of

and a rigid hierarchy. organizations using bureaucratic control?
They are usually relatively flat.
They favor widespread employee
participation.
They rely on a strict rules and a rigid
hierarchy.
They direct rewards at group performance.
Strategic _____ control is aimed at ensuring that an

organization is maintaining an effective
alignment with its environment and moving

toward achieving its strategic goals.
Operations
Strategic
Decentralized
Structural
decentralized Moto To Go is a large rental car company.

While the home office does set some
standards and benchmarks, the local
offices have a lot of freedom to make their
own decisions towards meeting those
goals. For example, the popularity of
different types of rental cars varies from
market to market, and the local managers
decide how to staff their fleets.
This scenario reflects a _____ strategic
decentralized
centralized
postaction
screening
nonmonetary What type of control is used for resources

such as stockholder investments and
employee salaries?
financial
operating
structural
nonmonetary
standard Stan works for Moto To Go, a large rental

complete four training courses. Stan must
The 90% achievement level is a control _____
set in the first step of the control process.
comparison
timetable
standard
measure
Environmental analysis Which of the following is an example of

control of information resources?
Inventory management
Environmental analysis
Training and development
Financial control
globalization Which of the following is NOT one of the

aspects of strategic control?
human resources
globalization
leadership
technology
the costs of major assets A capital expenditure budget shows _____.

such as a new plant, anticipated expenses for the organization
machinery, or land during the coming time period
income that the organization expects to
receive from normal operations
hours of direct labor available for use
the costs of major assets such as a new
plant, machinery, or land
debt Maria is the controller for a specialty spice

Right now she is focusing on the long-term
financial obligations of the company. What
type of ratio should she calculate to
determine if the company has the ability to
meet those obligations?
debt
operating
return
coverage
income statement A(n) _____ summarizes financial performance

over a period of time.
return ratio
operating ratio
balance sheet
income statement
postaction Tracy is a quality assurance agent at Purity

Water Filtration Systems. The company
uses a reverse osmosis double pass system
to purify water for industrial applications.
Water purity is monitored continuously
through the filtration operation to achieve
and 97% of naturally occurring organics.
This afternoon, water tested at the end of
the batch run indicated TDS levels of 1.8%.
Measuring TDS and organic content after
the filtration process is a form of _____
operational control.
postaction
output
preliminary
screening
postaction Quality assurance testing of the gold

master version of a software program is an
postaction
standard
preliminary
screening
centralized Under a _____ system of strategic control,

managers from the home office often visit
foreign branches to observe firsthand how
the units are functioning.
nonmonetary
financial
decentralized
centralized
manufacturing Sloan's Cones is an ice cream shop. It

assembles ice cream and toppings
according to the customer's preferences. It
belongs to the _____ industry.
service Touchcom Inc. is an organization that

connects buyers and sellers of specialized
electronic equipment. It does this via the
internet. Touchcom is a(n) _____ organization.
the total level of Noel's paper on economics makes

productivity achieved by frequent use of the term aggregate
a country. productivity, which refers to:
Reducing cycle time Ruben manages a claims processing center

for an established health care insurer.
Insured patients' most frequent complaint
is that it takes too long for claims to be
repaid. Industry shifts are increasing
pressure for insurance companies to be
more competitive.
Which TQM tool has the greatest potential
to improve quality in this case?
an overall indicator of Total factor productivity is:

how well an organization
uses all of its resources.
capacity Cantwell Kitchens (CK) is a company that


CK plans for a total of 60 design, build, and
install projects per year. They can be
booked as separate projects or as a
combination for individual clients. The
company has a strong reputation, so it
usually has a backlog of customers waiting
to begin a project.
Choosing for the firm to accept a total of
60 design, build, and install projects
annually is a _____ decision.
advancement in service Medlo Medical Center allows patients to

technology schedule appointments, review test results,
and communicate with caregivers through
a web-based system. This is an example of
_____.
computer-aided design GE uses _____ to change the configuration of

circuit breakers, and Benetton uses it to
create new styles and products.
materials Sully Creamery makes ice cream using

fresh milk from its own dairy farms. Once
the master crafters develop a recipe for a
new flavor, they secure the ingredients
from only the best suppliers, to get the
freshest fruits, purest chocolates, finest
sugar, and so on. In the context of total
quality management, the master crafters
are focusing on _____.
Costs tied up in raw Master Tractor Ltd. is an international

material inventory would tractor supply and equipment company
with production facilities in three countries
be transferred backwards and 112 international distribution outlets.

in the supply chain. Each facility produces a different line-up of
equipment and parts. Each distribution
outlet offers products from all three
chain is complex, and its inventory control
mechanisms are weak.
What would be an advantage of Master
Tractor adopting a JIT inventory
management method?
fixed-position Birdwell Steel builds steel buildings.

Employees go to the job site to construct
the buildings. Which type of layout does
Birdwell have?
feedback A washing machine fills with water. Once

the water reaches a predetermined level,
_____ is sent to the inlet valve telling it to
close.
capacity The _____ decision refers to choosing the

amount of products, services, or both that
can be produced by an organization.
Outsourcing _____ is the process of subcontracting

services and operations to other firms that
can perform them cheaper or better.
cellular RadTrek makes several different models of

bicycles with similar parts. There are
designated areas on the production floor
for making pedals, handle bars, and the
like. These parts are then delivered to the
appropriate product layout assembly areas
to be assembled into the various bicycle
models. RadTrek uses a _____ layout.
improving operations Spending more money on research and

development involves an outlay of
additional capital. In the short term, it may
seem to reduce productivity, since inputs
may increase relative to outputs. However,
in the long run, it should improve
productivity by _____.
total quality management The new CEO at Finster Industries has

been hired to turn the company around.
The major focus of his efforts has been to
lead the entire management team in
embracing a new approach that makes
quality the guiding factor in everything the
company does. This philosophy will be
implemented in every level of the
company. Finster has adopted a(n) _____
approach.
Inventory management In which of the following areas is the just-

in-time method used?
a customer The quality dimension of perceived quality

refers to the quality of the product or
service as seen by _____.
layout Avner and Karen are getting ready to open

a new restaurant. Avner wants the grill area
in the center of the restaurant with the
patron tables positioned around it. Karen
wants a traditional kitchen in the back,
behind closed doors. Avner and Karen are
making a(n) _____ decision.
growing more fruit and Broadside Farms is a 40-acre peach

hiring less harvest labor orchard located in western Massachusetts.
Riley needs to restore profitability to the

farm within five years to recover his upfront
investment. He plans to achieve this by
increasing the farm's ratio of pounds of
harvested produce to direct labor required
to harvest the produce.
Riley can increase productivity by _____ at
the same rate.
Serviceability Ruben manages a claims processing center

for an established health care insurer.
Insured patients' most frequent complaint
is that it takes too long for claims to be
more competitive.
What dimension of quality has the greatest
bearing on customer satisfaction in this
case?
service Cantwell Kitchens (CK) is a company that

Cantwell Kitchens is a(n) _____ organization,
as its output is intangible in nature.
in transit Master Tractor Ltd. is an international

tractor supply and equipment company
and 112 international distribution outlets.
Each facility produces a different line-up of

mechanisms are weak. In particular, it is
unable to effectively manage the
distribution of products to customers. What
type of inventory is providing the
challenge to Master Tractor?
flexible manufacturing RadTrek makes bicycles. The plant includes

systems robotic work units and robotic carts to
move materials throughout the plant. This is
an example of _____.
sensors A washing machine fills with water. Once

the water reaches a predetermined level,
the water shuts off and the machine moves
on to the next cycle. The information
regarding the water level is gathered by
_____.
managing operations Supply chain management is the process

control, resource of:
acquisition and
purchasing, and
inventory so as to
improve overall
efficiency and
effectiveness.
time and place Super Delivery Service promises to deliver

a package to any location in the metro
area within two hours of pickup time.
Operations at Super Delivery provide _____
utility.
closed antiquated plants During the 1970s in the United States,

manufacturing entered a long period of
decline. What is one of the things that

companies did to survive?
Purchasing management _____ refers to buying materials and

resources needed to produce products
and services.
It is an independent Which of the following does NOT describe

appraisal of an the role of operations in organizational
organization's accounting strategy?
and financial systems.
robotics Broadside Farms is a 40-acre peach

The family who runs the farm sells its
produce to a nearby food processing
plant. In recent years, the plant has been
using automated devices to fill and label
packaged products—a function that used
to be performed by human beings.
The use of automated devices to artificially
perform human activities is known as _____.
place Operations at Linking Taxi Co. provide _____

utility as the company picks up customers
and takes them to their destination.
partial productivity Broadside Farms is a 40-acre peach

increasing the farm's ratio of pounds of
harvested produce to direct labor required
to harvest the produce.
This output-to-input ratio is an efficiency

measure known as _____.
it reduces the level of Managers consider high levels of
profits needed to productivity important for all of the
reinvest in other areas. following reasons EXCEPT:
computer-aided What technology is used to make sure that

manufacturing machines with the proper settings are
ready when production is needed?
Service firms have All of the following describe service

entered a long period of operations EXCEPT:
decline.
benchmarking In an effort to combat the high costs and

losses associated with turnover, managers
at an analytics firm are studying the
recruitment and training policies at a similar
firm that has very low turnover. This is an
example of _____.
shop floor systems Master Tractor Ltd. is an international

tractor supply and equipment company
Master Tractor can improve its control of
work-in-process inventory through the use
of _____.
company Steve has decided that he wants to go into

the residential and commercial cleaning
service. Rather than start his own business,
he would prefer to purchase an existing

firm, and has narrowed it down to three
that he feels would be suitable. What
measure could he use to compare the
productivity of these three contenders?
productivity Broadside Farms is a 40-acre peach

increasing the farm's operational ratio of
output to inputs.
This output-to-input ratio is an efficiency
measure known as _____.
the goal of low product Within operations, managerial control

reliability. ensures all of the following EXCEPT:
capacity Which of the following is NOT a decision

pertaining to facilities?
product-service mix When designing operations systems, one

should start by determining the _____.
procurement Another term for purchasing management

is _____.
bear on its ability to Quality is the totality of features and

satisfy stated or implied characteristics of a product or service that
needs.
Evaluating and improving Ruben manages a claims processing center

the amount of time it for an established health care insurer.
takes to distribute Insured patients' most frequent complaint

completed work is that it takes too long for claims to be
more competitive.
Which of the following methods is the most
appropriate for increasing claims
processing speeds?
employee involvement Sully Creamery makes ice cream using

fresh milk from its own dairy farms. Once
the master crafters develop a recipe for a
new flavor, they ensure that each person
involved in creating the new ice cream
flavor knows the exact measurement for
each ingredient, the proper freezing
temperature, and the exact time that
should be spent at each blending and
freezing stage. Each of these people, once
trained, is responsible for making sure that
the job is done right. In the context of total
quality management, this reflects a focus
on _____.
production scheduling Master Tractor Ltd. is an international

systems tractor supply and equipment company
Master Tractor can improve its control of
finished goods inventory through the use
of _____.
computer-aided design Cantwell Kitchens (CK) is a company that


The Kitchen Design unit uses desktop
technologies to produce digital project
design plans, construction estimates, and
installation estimates for its customers.
The use of new technologies in this fashion
is referred to as _____.
Just-in-time The lease is up on BGB's warehouse at the

end of the year. While they could renew
the lease, BGB would like to take
advantage of this opportunity to reduce
costs by moving to a smaller warehouse
facility. What method could they implement
to reduce the amount of storage space
needed for inventory, allowing them to
take advantage of this cost savings?
capacity Cantwell Kitchens (CK) is a company that

CK plans for a total of 60 design, build, and
install projects per year. They can be
booked as separate projects or as a
combination for individual clients. The
company has a strong reputation, so it
usually has a backlog of customers waiting
to begin a project.
In this case, CK's demand exceeds _____.
outputs Cantwell Kitchens (CK) is a company that
At Cantwell Kitchens, project design,
construction estimates, and installation
estimates are _____, or intangible results that
create value for the customer.
form RadTrek makes bicycles. Operations at

RadTrek provide _____ utility as the company
assembles the parts to make bicycles that it
can sell for a profit.
unit A wireless phone company has six

authorized dealer stores in the region. The
company calculates the productivity of
each store by dividing the amount of
income it generates by the total cost to run
each store. This is a measure of _____
productivity.
product-service Cantwell Kitchens (CK) is a company that

This combination of customer offerings is

CK's_____ mix.
It centralizes each type Which of the following is true of a process

of conversion task in a layout?
single workstation or
department.
operations management Production management is the name that

used to be used to refer to what is now
called _____.
process Avner's car broke down. A tow truck took it

to the auto repair shop where it was put on
the lift for the service tech to examine it.
Which type of layout does the auto repair
shop have?
capital Which of the following is one of the inputs

included in the formula to calculate total
factor productivity?
Performance Which of the following dimensions of

quality refer to a product's primary
operating characteristic?
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MGT103 gần full

Thuật ngữ trong học phần này (720)

Đang học (88)

The contingency Juan used to supervise the drapery design

the management style he used in his

administrative What area of classical management should

Robert Owen Whose works should you study if you want

conflict of interest Sam is the supplies purchaser for his office.

shared experiences Determinants of organizational culture

philanthropic giving Which of the following is a formal

supplier Pollack Food Services supplies meals for

It is intangible in nature. Which of the following is accurate

Decision makers are Which of the following does the

nonprogrammed Leader Books Inc. is looking for ways to

Enhanced Alpha Corp needs to make some serious

More acceptance of the final decision is

Lenmark is not a true Assistant editors at Lenmark Publishing are

country club Thoughtful attention to the needs of

country club management

coverage Maria is the controller for a specialty spice

should she calculate to fully assess this

Cohesiveness Which of the following is NOT used in

product Fallsworth Office Furniture uses a

value-added During a _____ analysis, Sully Creamery

Shop floor control Which of the following is a source of

b The fourth step in the motivation

a. choice of behavior to satisfy need

b Equity theory suggests that people view

b _____ contends that people are motivated to

a Most senior executives receive

A _____ goals are set by and for lower-level

a The best strategies include all of the

A. require resource deployment

interdependence The purchasing department at a printing

Decision-making _____ skills refer to the manager's ability to

Improving quality tends What is the relationship between quality

Administrative Renee is a manager at a mid-size hospital.

Scientific _____ management deals with improving the

planning When considering the basic management

first-line manager What type of manager would be

Theory X ____ is a pessimistic and negative view of

Henri Fayol _____ was administrative management's most

top manager Tina's responsibilities include creating

controlling Corey is an operations manager for a

BritTrek is exporting its BritTrek is a British bicycle company. It

Ethical compliance _____ is the extent to which an organization

organizational culture What a company stands for, how it does

technological Tricon Oil is a major division of a global

Step 4: Selecting the A store manager noticed that monthly

mechanistic What type of organization uses rules,

specialized jobs, and centralized authority

team organization T.J. Rodgers of Cypress Semiconductor

job characteristics What approach to job design takes into

mechanistic When Lawrence opened his accounting

the personal A learning organization is concerned with

Appropriate social Which of the following is a characteristic of

midlife In the organizational life cycle, _____ is a

product and process What are the two types of technical

planned Caterpillar was caught flat-footed by a

prepare for change from a(n) _____

planned What type of change is associated with