Question 1

Jack is reviewing the recently implemented sales strategy the company developed and considering whether or not the company made the right decision. Jack is in the ____ stage of the managerial decision-making process.

Accepted Answer

Jack is evaluating the implementation of the sales strategy, which is part of the "implementing and evaluating the solution" stage.

Question 2

Implementing a decision requires time, planning, and

Accepted Answer

Implementation of a decision requires preparation of personnel to ensure that they possess the necessary skills and knowledge to carry out the decision effectively. Time, planning, and optimization (A) may also be necessary, but preparation of personnel is the most crucial factor in successful implementation. A combination of alternatives (B) or maximization (C) may have been factors in the decision-making process but are not directly related to implementation. Brainstorming (D) is a part of the decision-making process, not implementation.

Question 3

Which of the following is a TQM tool?

Accepted Answer

Benchmarking is a TQM tool used to compare processes, practices, and performance against best-in-class companies in the industry. Organizing, leading, planning, and SWOT analysis are all important aspects of management, but they are not specific TQM tools.

Question 4

If Southwest Airlines closely evaluates the products and processes of United Airlines with the intent of improving quality among their own products and practices, Southwest is using

Accepted Answer

Southwest is using benchmarking, which involves evaluating the products and practices of competitors or industry leaders in order to identify areas for improvement and incorporate them into their own processes.

Question 5

Managers should avoid satisfying in the ____ stage of the managerial decision-making process.

Accepted Answer

The answer of Managers should avoid satisfying in the ____...

Question 6

Once a manager has identified a problem, he or she can generate alternatives to that problem. After this is done, the manager

Accepted Answer

After generating alternatives, the manager should determine the best alternative before implementing it.

Question 7

Alvero Dominguez recently has been named to head a major manufacturing plant at Dow Chemical. The plant has had significant increases in inventory and declines in net income over the past two years. Alvero's task is to eliminate the excess inventory and return the plant to its previous level of profitability. To begin solving this problem, Alvero invites suggestions from line workers, gathers managers from various levels of the plant to brainstorm, and talks with experts in the field of operations management. This step in the managerial decision-making process is known as

Accepted Answer

Alvero is gathering suggestions and brainstorming ideas to generate various alternatives to eliminate excess inventory and increase profitability. This step is known as generating alternatives in the managerial decision-making process.

Question 8

When Robert Keening became the president of Snow Bird Airlines, he began meeting with groups of employees to get their opinions on how to turn around the airline's declining sales. This part of the decision-making process is an example of

Accepted Answer

By meeting with groups of employees to gather their opinions, Robert Keening is in the process of generating alternatives to address the issue of declining sales. This approach involves considering different strategies or solutions from various perspectives to find the most effective way to improve the situation.

Question 9

All of the following are reasons for a greater focus on quality by U.S. firms except

Accepted Answer

The other four options are all reasons for U.S. firms to focus on quality. Competition from foreign firms, more demanding customers, poorer financial performance, and reduced market share all create a need for U.S. firms to improve their quality in order to remain competitive. While unpredictability on Wall Street may impact a firm's financial performance, it is not a direct reason for a greater focus on quality.

Question 10

As Shelly Toure, manager of the downtown Portland Sears store, hands out customer questionnaires to get a better idea of customers' needs as well as their concerns, she is exercising which facet of total quality management (TQM)?

Accepted Answer

Shelly Toure is focused on customer satisfaction by gathering feedback through customer questionnaires. This is a key aspect of TQM, which emphasizes meeting and exceeding customer expectations.

Question 11

Which of the following is not considered a basic step of benchmarking?

Accepted Answer

While setting goals is an important aspect of many business processes, it is not considered a basic step in benchmarking. The basic steps of benchmarking typically include identifying objectives, forming a benchmarking team, collecting and analyzing data, and then using that data to make improvements or changes to the company's operations.

Question 12

Management is the process of coordinating people and other resources.

Accepted Answer

Management involves planning, organizing, directing, and controlling resources, including people, to achieve organizational goals. Therefore, it is the process of coordinating people and other resources.

Question 13

Clarke Tools, concerned about its loss of market share in previous years, has recently implemented several programs to encourage prompt and courteous customer service, employee self-management, and better coordination with suppliers. Clarke Tools is making an effort to achieve

Accepted Answer

The implementation of programs to encourage various aspects of quality management such as customer service, employee self-management, and coordination with suppliers indicate that Clarke Tools is moving towards total quality management (TQM). TQM involves a comprehensive approach to quality management that encompasses all aspects of a company's operations.

Question 14

For a total quality management program to be effective, it must be treated as a top priority by

Accepted Answer

Total quality management requires a fundamental change in the organization's culture, processes, and attitudes. Top management needs to demonstrate a strong commitment to quality and make it a top priority. Without top management's support, TQM efforts are unlikely to succeed. While support from the human resources and various levels of management is important, it is essential that top management takes the lead and drives the implementation of TQM.

Question 15

The techniques of brainstorming and "Blast! Then Refine" would be helpful to use during which step in the managerial decision-making process?

Accepted Answer

Brainstorming and "Blast! Then Refine" are techniques used to generate alternatives in the managerial decision-making process. These techniques encourage creativity and the generation of a large number of ideas without judgment or criticism, which can then be refined and evaluated later in the process.

Question 16

Alex notices that sales of the company's best products are declining. He gathers together his sales staff to generate solutions to the decline in sales. He encourages all the participants to generate as many new ideas as possible and forbids anyone from criticizing or ridiculing the ideas of others. Alex is using

Accepted Answer

Alex is using a technique called brainstorming where all ideas are encouraged and criticism is not allowed in order to generate as many new ideas as possible. This technique is helpful in generating creative solutions and encourages participation from all members of the group.

Question 17

The coordination of efforts directed at improving customer satisfaction, increasing employee participation, improving supplier partnerships, and facilitating an organizational atmosphere of continuous quality improvement is known as

Accepted Answer

Total quality management (TQM) is a comprehensive approach to improving the quality of products, services, and processes within an organization. It involves the coordination of efforts directed at improving customer satisfaction, increasing employee participation, improving supplier partnerships, and facilitating an organizational atmosphere of continuous quality improvement. TQM is a long-term strategy that involves everyone in the organization working towards a common goal of providing high-quality products and services.

Question 18

Rocco asks his customers to complete a survey about the service they receive at his company so that he and his staff can make adjustments and improvements. Rocco is focusing on the ____ aspect of total quality management.

Accepted Answer

Rocco is focusing on the aspect of total quality management that is customer satisfaction, as he is seeking feedback from his customers to make improvements to the service they receive.

Question 19

In the last stage of the decision-making process, managers may decide to

Accepted Answer

In the last stage of the decision-making process, if the solution hasn't effectively resolved the issue, managers may decide to start the problem identification process all over again to reassess and identify a more effective solution.

Question 20

When a business firm implements several programs to encourage prompt and courteous customer service, employee participation, and better coordination with suppliers, it is making an effort to use

Accepted Answer

Total quality management (TQM) is a management philosophy that emphasizes continuous improvement in all aspects of an organization. It involves a strategic approach to improving customer satisfaction, employee involvement, teamwork, and integration with suppliers to improve quality across the entire organization. The description of the business firm implementing several programs aligns with the principles of TQM. Therefore, the best choice is B.

Quiz 6: Understanding the Management Process