Deck 2: The Evolution of Management

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.

Answer 1

False

Question 2

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

Answer 2

True

Question 3

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

Answer 3

False

Question 4

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

Question 5

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

Question 6

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

A) comparing its production figures to competitors.
B) eliminating nearly all written records.
C) extensive use of computer systems.
D) tracking employee performance quotas.

Question 7

Which statement is false regarding United Parcel Service?

A) It has facilities in more than 200 countries and territories.
B) Technical qualifications are UPS's criteria for hiring and promotion.
C) UPS relies on extensive written records and computer systems to store data.
D) UPS relies on the individual initiative of their employees to determine the best way to perform a task.

Question 8

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

A) motivation and training
B) diversity
C) technical qualifications
D) physical requirements

Question 9

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

A) 1,000
B) 4,000
C) 10,000
D) 25,000

Question 10

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

A) language and literacy
B) lack of knowledgeable managers
C) absenteeism and turnover
D) high costs of technology

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?

A) Coordination is best achieved when the people responsible for making a decision are working autonomously.
B) Coordination must be worked at continuously.
C) Coordination should address all of the factors in a situation.
D) Coordination during the early stages of planning and project implementation is essential.

Question 12

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

A) lighting conditions are the single most important element in increasing productivity
B) productivity cannot be an overriding concern of management
C) management pressure rather than group demands has the strongest influence on worker productivity
D) when employees are given special attention, productivity is likely to change regardless of whether working conditions change

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 __________.

A) teamwork
B) systems viewpoint
C) communication competency
D) planning and administration competency

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.

A) strategic action
B) communication
C) teamwork
D) planning and administration

Question 15

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

A) It really offers nothing new and is merely a meshing of techniques from other viewpoints of management.
B) It doesn't use knowledge from other managerial approaches.
C) It is too novel.
D) It is not creative.

Question 16

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

A) selecting better suppliers
B) selecting better workers
C) consolidation of operations
D) computer assisted manufacturing processes

Question 17

Bombardier Corporation builds __________.

A) weapons systems
B) helicopters
C) boat motors
D) apparel