Question 1

Some managers, such as Herb Kelleher of Southwest Airlines and Anita Roddick of The Body Shop, often rely solely on their charismatic authority to lead their business organizations.

Accepted Answer

While charismatic authority can play a significant role in a leader's effectiveness, successful managers like Herb Kelleher and Anita Roddick also rely on a mix of leadership styles, strategic planning, and operational management to lead their organizations effectively.

Question 2

Division of labor is an example of the scientific management approach at FedEx.

Accepted Answer

Division of labor is a key principle of scientific management, which aims to improve efficiency by assigning specific tasks to workers, a practice used by FedEx to streamline operations.

Question 3

The systems viewpoint comprises the technologies used to convert inputs into outputs

Accepted Answer

The systems viewpoint is a way of understanding how an organization operates as a set of interrelated parts that work together to achieve a common goal, focusing on the overall structure and processes rather than just the technologies used.

Question 4

According to the text, Solectron uses both formal and informal communication processes to achieve high performance.

Accepted Answer

Solectron's use of both formal and informal communication processes allows for structured decision-making and flexibility, fostering an environment conducive to high performance.

Question 5

Total quality management (TQM) is the continuous process of ensuring that every employee is training in the latest manufacturing techniques.

Accepted Answer

Total Quality Management (TQM) is a comprehensive management approach that focuses on continuous improvement in all aspects of an organization, not just on training employees in the latest manufacturing techniques. It involves the entire organization in improving processes, products, services, and the culture in which they work.

Question 6

UPS has taken all of the following actions to manage data except:

Accepted Answer

The answer of UPS has taken all of the following...

Question 7

Which statement is false regarding United Parcel Service?

Accepted Answer

UPS does not rely solely on individual initiative for task performance; instead, it uses standardized procedures and systems to ensure consistency and efficiency across its operations.

Question 8

Management at UPS has placed __________ as the primary criteria for hiring and promotion.

Accepted Answer

Technical qualifications are the primary criteria for hiring and promotion at UPS.

Question 9

The number of call centers in the United States has reached __________.

Accepted Answer

The answer of The number of call centers in the...

Question 10

Major issues in the management of American call centers are __________.

Accepted Answer

Absenteeism and turnover are major issues in the management of American call centers, as they lead to operational disruptions and increased training costs for new employees.

Question 11

Mary Parker Follett studied how managers did their jobs by observing them at work. She developed principles of coordination for managers to apply. Which of the following is not one of the principles of coordination?

Accepted Answer

Mary Parker Follett emphasized the importance of collective decision-making and the integration of efforts among workers. She did not advocate for autonomy in decision-making as a principle of coordination. Instead, her principles focused on continuous effort, comprehensiveness, and early implementation in the coordination process.

Question 12

The Hawthorne studies resulted in the concept called the Hawthorne Effect. In other words, _________________.

Accepted Answer

The Hawthorne Effect is the phenomenon where individuals modify or improve an aspect of their behavior in response to their awareness of being observed. The studies suggested that the attention given to employees during the research was a more significant factor in changing productivity than the physical changes to the work environment itself.

Question 13

Solectron seeks input of both customers and suppliers from the earliest stages of product design. This type of foundation for effectiveness indicates managerial __________.

Accepted Answer

The answer of Solectron seeks input of both customers and...

Question 14

Solectron scores and tracks customer satisfaction reports. Within 24 hours of a complaint, the program manager makes customer contact. This is an example of the __________ competency.

Accepted Answer

The prompt describes a process of promptly addressing customer complaints, which is directly related to communication. Effective communication is key in understanding, addressing, and resolving customer issues, hence why this example illustrates the communication competency.

Question 15

Which of the following is a criticism of the contingency viewpoint?

Accepted Answer

The contingency viewpoint is criticized for not offering anything fundamentally new but rather integrating techniques from various management perspectives. It is seen as a synthesis of existing knowledge rather than a distinct, innovative approach.

Question 16

Bombardier initiated all of the following except __________ in order to solve its quality problems.

Accepted Answer

The answer of Bombardier initiated all of the following except...

Question 17

Bombardier Corporation builds __________.

Accepted Answer

The answer of Bombardier Corporation builds __________.
...

Quiz 2: The Evolution of Management