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1)

Management

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

 

 

 
   


 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.

 

 

 

 

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.

 

 

 

 

 

 

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

 

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