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1). Which of the following historical perspective concepts does Project Oxygen’s findings best support?
Bureaucracy
Hawthorne Effect
Soldiering
Industrial Engineering
Motion Studies
2. The Hawthorne effect claimed that employees worked harder if they received added attention, if they thought that managers cared about their welfare and that supervisors paid special attention to them. This can be compared to Project Oxygen’s findings that employees wanted better communication and help with career development from managers. Evidence for the remaining options are not presented in the case.
Google’s attitude toward employees can be most accurately be categorized as _______
Theory X
Scientific Management oriented
Theory Y
Bureaucratic
Freudian
3. Theory Y represents the outlook of human relations proponents—an optimistic, positive view of workers. In this view, workers are considered to be capable of accepting responsibility, selfdirection, and self-control and of being imaginative and creative. Google’s unique management style allows employees to implement this self-direction and self-control.
Project Oxygen’s eight key behaviors of great managers are an example of this system’s _____.
inputs
trformation processes
outputs
usefulness
feedback
4. Outputs are the products, services, profits, losses, employee satisfaction or discontent, and the like that are produced by the organization. Whatever comes out of the system is an output. The eight key behaviors are what came out of this system. A reaction from the environment to these outputs would be feedback, the information collected would be the inputs, and the process of analyzing the information would be trformational processes.
Which quality management viewpoint most accurately describes Google’s Project Oxygen study?
Total quality management
Quality value system
Quality assurance
Continuous customer assessment
Quality control
5. Total quality management is a comprehensive approach that makes continuous improvement a priority, gets every employee involved, listens to and learns from customers and employees, and uses accurate standards to identify and eliminate problems. This describes the process implemented during the Project Oxygen study. Quality management and quality assurance are not described in the case and quality value system and continuous customer assessment are not quality management viewpoints.
Kim Jordan, cofounder and CEO of New Belgium Brewery, believes that the New Belgium Brewery is acting as a business role model. The company's focus on meeting customer needs while continuously improving is an example of the _________ viewpoint.
quantitative management
classical
behavioral
contemporary
quality-management
6. Kim Jordan, cofounder and CEO of New Belgium Brewery, believes that the New Belgium Brewery is acting as a business role model. The company's focus on meeting customer needs while continuously improving is an example of the quality-management viewpoint.
Jeff Lebesch, cofounder of New Belgium Brewery, engineered a process to make beer in the basement of his home. He did this to avoid bringing in outside investors as the business was forming. His new design was efficient in the space provided by the basement, but it still focused on __________.
profitability
sustainability
beauty
quality
employee involvement
7. Jeff Lebesch, cofounder of New Belgium Brewery, engineered a process to make beer in the basement of his home. He did this to avoid bringing in outside investors as the business was forming. His new design was efficient in the space provided by the basement, but it still focused on quality.
New Belgium's first beer was called Fat Tire. As the beer grew in popularity, the brewery listened to its customers and responded to their comments. This is one part of the ________ process.
contemporary
quality assurance
quality control
total quality management
accelerated
8. New Belgium's first beer was called Fat Tire. As the beer grew in popularity, the brewery listened to its customers and responded to their comments. This is the third part of the total quality management process: listen to and learn from customers and employees.
New Belgium Brewery grew by not only producing world-class beers, but also focusing on cuttingedge technologies and environmental stewardship. This comprehensive approach was dedicated to continuous quality improvement, training, and customer satisfaction. Which demonstrates which management approach?
Total quality management
Quality control
Contemporary
Quality
Quality assurance
9. New Belgium Brewery grew by not only producing world-class beers but also focusing on cuttingedge technologies and environmental stewardship. This comprehensive approach was dedicated to continuous quality improvement, training, and customer satisfaction. This is the total quality management (TQM) approach.
New Belgium Brewery uses cost-efficient, energy-saving alternatives to operate a profitable, efficient business while minimizing its impact on the environment. This process of minimizing the errors in production by managing each stage of production is called ____________.
quality
quality control
total quality management
quality assurance
environmental responsibility
10. New Belgium Brewery uses cost-efficient, energy-saving alternatives to operate a profitable, efficient business while minimizing its impact on the environment. This process of minimizing the errors in production by managing each stage of production is called quality control.
Michael Craft is in charge of the quality control function at New Belgium Brewery. Which one of the following describes his job?
Getting every employee involved
Listening to and learning from customers
Urging employees to strive for zero defects
Listening to and learning from employees
Minimizing errors by managing each stage of production
11. Michael Craft is in charge of the quality control function at New Belgium Brewery. His job is to minimize errors by managing each stage of production.
Kim Jordan and Jeff Lebesch have designed a company that is dedicated to continuous quality improvement. Their successful efforts to make continuous improvement a priority is part of the _________ approach.
quality control
classical
total quality management
environmental responsibility
behavioral
12. Kim Jordan and Jeff Lebesch have designed a company that is dedicated to continuous quality improvement. Their successful efforts to make continuous improvement a priority is part of the total quality management approach.
New Belgium believes that the quality of the beer should be consistent no matter how big the company gets. Once the process produces a quality beer, the employees should strive to keep this level of quality. This is known as _______________.
total quality management
a closed system
environmental responsibility
quality assurance
quality
13. New Belgium believes that the quality of the beer should be consistent no matter how big the company gets. Once the process produces a quality beer, the employees should strive to keep this level of quality. This is known as quality assurance.
New Belgium employees become owners after working with the company for one year. Which part of the TQM process does this support?
Get every employee involved.
Create and acquire knowledge.
Use accurate standards to identify and eliminate problems.
Listen to and learn from customers and employees.
Make continuous improvements.
14. New Belgium employees become owners after working with the company for one year. This encourages all employees to get involved in the company processes and look for ways to improve quality.
New Belgium workers, as owners and employees, listen to the ideas of other employees and learn from them. This ability to listen to and learn from employees as well as customers is part of the __________________ approach.
quality assurance
environmental responsibility
total quality management
quality control
evidence-based
15. New Belgium workers, as owners and employees, listen to the ideas of other employees and learn from them. This ability to listen to and learn from employees as well as customers is part of the total quality management approach.
Within her company, Maria utilizes a management style that varies according to the individual and environmental situation, with a strategy for minimizing errors by managing each stage of production. She has also set up a system with inputs, outputs, trformation processes, and feedback. Maria’s management perspective is best described as _____.
classical
contemporary
quantitative
historical
behavioral
16. The contemporary perspective includes three viewpoints: systems, contingency, and quality management. The systems viewpoint sees organizations as a system, either open or closed, with inputs, outputs, trformation processes, and feedback. The contingency viewpoint emphasizes that a manager’s approach should vary according to the individual and environmental situation. The
quality-management viewpoint has two traditional approaches: quality control, the strategy for minimizing errors by managing each stage of production, and quality assurance, which focuses on the performance of workers, urging employees to strive for zero defects.
Sofia, a restaurant manager, has been observing and analyzing the work process of each task because she would like to increase the productivity of employees in the restaurant. This is an example of ____ management.
scientific
quantitative
administrative
systems
contingency
17. Scientific management emphasized the scientific study of work methods to improve the productivity of individual workers.
Tom, a production manager, believes that some of his workers are unhappy with their job, so they are not working as hard as they could be. This reduction in effort is also known as ____.
parting
getting by
sliding
soldiering
breaking
18. Soldiering is deliberately working at less than full capacity capacity according to Frederick Taylor and the four principles of scientific management
When more efficient workers earn higher wages, this is known as a _____ pay structure.
differential rate
sliding wage
scaled rate
biased wage
merited pay
19. Taylor, the father of scientific management, suggested employers institute a differential rate system, in which more efficient workers earned higher wages. References
The classical management viewpoint emphasized ____.
ways to manage work more effectively
MBO
company diversity
ways to manage work more efficiently
ways to increase flexibility
20. The classical management approach emphasized ways to manage work more efficiently. References
The father of industrial psychology is ____.
Hugo Munsterberg
Frank Gilbreth
Tom Gallagher
Abraham Maslow
Frederick Taylor
21. Hugo Munsterberg has been called the father of industrial psychology. His ideas led to the field of industrial psychology, the study of human behavior in workplaces, which is still taught in colleges today.
Managers in a plumbing company have been having problems with employees starting cliques. To develop more of a team culture, the CEO suggested utilizing Mary Parker Follett’s belief: companies should _____.
implement a more rigid environment
increase diversity
utilize time-motion studies
strive to cut costs and increase efficiency
operate as a community, with employees working in harmony
22. One of Mary Parker Follett’s important contributions to management theory was that organizations should be operated as “communities,” with managers and subordinates working together in harmony.
Abraham Maslow’s listing of physiological, safety, love, esteem, and self-actualization needs, and his belief that some of these needs must be satisfied before others, was proposed in his _________.
hierarchy of human psychology
development process approach
hierarchy of human needs
theory X
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theory Y
23 . In 1943, Maslow proposed his famous hierarchy of human needs: physiological, safety, love, esteem, and self-actualization.
Ann is the owner of a family-owned grocery store. The culture and belief of Ann and the previous owners, her grandfather and father, is to hire good people you believe in and then trust them with responsibility so that they grow into valuable employees. Ann and the previous owners are an example of ___ managers.
Theory Z
Quality control
Theory X
TQM
Theory Y
24. Theory Y represents the outlook of human relations proponents, an optimistic, positive view of workers. In this view, workers are considered to be capable of accepting responsibility, selfdirection, and self-control and of being imaginative and creative.
The Johnsons decided to beautify their home by investing in landscaping. While doing this, they dealt with employees from various departments of the landscaping company, including a sales representative, a designer, the individuals who oversaw and did the work, the office and billing personnel, and also the maintenance personnel. Using the systems perspective, the people required to provide the landscaping services are considered ______.
inputs
trformational processes
outputs
structure
feedback
25. Inputs are the people, money, information, equipment, and materials required to produce an organization’s goods or services. Whatever goes into a system is an input. References
Max Weber believed that a company that is a bureaucracy never achieves a competitive advantage because it is inefficient and is plagued with management problems.
True
False
26. Max Weber believed that a bureaucracy was a rational, efficient, ideal organization based on principles of logic.
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The managers of a restaurant have decided to utilize the Hawthorne effect to increase productivity, which me using cameras to film employees at work in order to isolate the parts of a job.
True
False
27. The Hawthorne effect theorized that employees worked harder if they received added attention; if they thought that managers cared about their welfare and that supervisors paid special attention to them.
The human relations movement was based on increasing sales by utilizing improved marketing and customer service techniques with customers.
True
False
28. The human relations movement proposed that better human relations could increase worker productivity.
Abraham Maslow said that all customers and their needs are equal in importance.
True
False
29. Abraham Maslow said that some needs must be satisfied before others, and proposed his famous hierarchy of human needs: physiological, safety, love, esteem, and self-actualization.
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Theory Y managers are pessimistic and have a negative view of employees. This type of manager believes that workers are irresponsible, lack ambition, and hate work.
True
False
30. Theory X represents a pessimistic, negative view of workers. In this view, workers are considered to be irresponsible, to be resistant to change, to lack ambition, to hate work, and to want to be led rather than to lead.
Behavioral science includes the fields of psychology, marketing, accounting, and geology.
True
False
31. Behavioral science relies on scientific research for developing theories about human behavior that can be used to provide practical tools for managers. The disciplines of behavioral science include psychology, sociology, anthropology, and economics.
Quantitative management emphasizes the use of accounting to provide the needed internal controls related to inventory.
True
False
32. Quantitative management emphasizes the application to management of quantitative techniques, such as statistics and computer simulations.
Don feels that inefficiency is the cause of increased costs in his production facility. Therefore, he is interested in making improvements in his factory by utilizing all components of a system, which include design, inputs, production processes, outputs, sales, and feedback.
True
False
33. The four parts of a system are inputs, outputs, trformational processes, and feedback (see Figure 2.3).
After customers buy a computer or receive service from Top Computers and Service, a service representative contacts each customer to conduct a survey. The survey information is a form of output.
True
False
34. Feedback is information about the reaction of the environment to the outputs, which affects the inputs.
A closed-ended system continually interacts with its environment, so it receives feedback from the outside environment.
True
False
