Christopher manages a fitness club that hires many younger, college-aged employees. He has tried several incentive plans to motivate them to work harder, including promising raises, promotions, and bonuses. However, he has found that his employees need further motivation. He set up a meeting with a few of his employees, and they explained to him that they want more than money from their jobs. Christopher can do all of the following to motivate his employees EXCEPT

Multiple Choice

• give his employees a better understanding of their effect on the company's financial success.

• shield his employees from having to make decisions about how the company operates.

• give his employees some decision-making authority.

• show that he recognizes and appreciates the good work his employees are doing.

• ask his employees to contribute ideas for improving customer service.

Carlos is a manager at a men's clothing store. He is very particular about how things are done, right down to how the shirts are folded and the positioning of the mannequins. He uses his authority and economic rewards to get his employees to comply with his directions. What type of manager is Carlos?

Multiple Choice

• authentic

• democratic

• free-rein

• autocratic

• participative

_____ is an element in planning that deals with potential disasters such as product tampering, oil spills, fire, earthquake, computer viruses, or a reputation crisis.

Multiple Choice

• Supply chain management

• Contingency planning

• Value chain management

• Enterprise resource planning

• Material requirements planning

In businesses, _____ include the president and other top executives, such as the chief executive officer, chief financial officer, and chief operations officer, who have overall responsibility for an organization.

Multiple Choice

• first-line managers

• top managers

• boards of directors

• department heads

• middle managers

Which of these basic questions will be answered by a well-developed mission statement?

Multiple Choice

• Who are our customers?

• How do we expand our business?

• How do we acquire customers?

• Who are our competitors?

• What products do we sell?

Justin owns a surf shop in Hawaii. His business is doing well, catering to local surfers and tourists who want to learn to surf. He has developed a strong organizational culture, a good marketing plan, and a coherent business strategy. What serves as the foundation for developing these strengths?

Multiple Choice

• a plan for achieving success

• a mission statement that delivers a clear answer to the five basic questions

• an elaborate set of business goals

• a set of clear and measurable objectives

• a target to be achieved

Nathan is a manager at a company that has made the difficult decision to downsize. After his company eliminated 100 employees, what must Nathan do to effectively manage his remaining employees and help them through the situation?

Multiple Choice

• promote optimism and positive thinking

• commiserate with his employees

• make sure his employees know that the company, not him, is to blame

• encourage his employees to look for employment elsewhere

• give his remaining employees expensive gifts to encourage them to stay

Landon is interviewing for a position at a law firm. In the interview, he is asked: "How would you resolve the issue of successfully arguing a case in which you disagree with our client's position?" Answering this question requires Landon to use ________ skills.

Multiple Choice

• technical

• analytical

• cognitive

• social

• human-relations

Jill manages a fast food restaurant. One day, while sitting in the restaurant taking her break, she hears a group of customers complaining about how slow the service has been getting and that they may have to stop eating there. Which of the following is the most effective control action Jill can take to resolve the problem?

Multiple Choice

• She can simply take the customers' word for it and discipline her employees.

• She can fire all the employees and hire new ones.

• She can watch her employees work to determine the cause of the problem and then respond appropriately.

• She can speed up the service by doing all the work herself.

• She can offer her employees incentives to speed up their work.

What is the first function of management?

Multiple Choice

• planning

• crowdsourcing

• staffing

• factoring

• directing

Which of the following is the first step in decision making?

Multiple Choice

• recognizing and defining the decision situation

• developing options to resolve a complicated situation

• analyzing the options available to resolve a situation

• monitoring the consequences of a decision

• implementing a decision

A plan specifies all of the following EXCEPT

Multiple Choice

• what should be done.

• who should complete the tasks.

• how the tasks should be completed.

• why the tasks should be completed.

• when the tasks should be completed.

Pablo manages a large technology company. One of his roles is structuring the company's resources and activities to accomplish its objectives efficiently and effectively. What management function does this example pertain to?

Multiple Choice

• evaluating

• organizing

• crowdsourcing

• controlling

• factoring

Which of the following is a characteristic feature of service businesses?

Multiple Choice

• They are not labor-intensive.

• The service experience remains constant each time.

• They cannot incorporate quality standards.

• The resultant output is mostly tangible.

• The degree of variation of inputs and outputs is high.

Actual performance of a service provider's product typically occurs

Multiple Choice

• several days after the purchase.

• outside the service provider's facility.

• at the point of consumption.

• in the buyer's home.

• before the point of consumption.

Jamal is the head chef at an Indian restaurant. He imports many of his ingredients from India and prepares them from family recipes that have been passed down for generations. From the perspective of operations, the food he sells to customers and the authentic Indian atmosphere he provides are

Multiple Choice

• component parts.

• inputs.

• outputs.

• transformations.

• inventories.

At Renaissance Regalia Restaurant, diners expect an authentic Renaissance dining experience. The wait staff are expected to stay in character and dress in authentic Renaissance clothing, the walls of the restaurant are covered with Renaissance art, and as diners eat Renaissance-era foods, they are entertained by Renaissance musicians and performers. What type of service does this restaurant provide?

Multiple Choice

• low contact

• high contact

• high tech

• nonperishable

• tangible

Trent owns a chain of Mexican restaurants, and he wants to open a new location. All of the following are factors he should consider EXCEPT

Multiple Choice

• access to publicity.

• proximity to market.

• climatic influences.

• taxes and inducements.

• community characteristics.

Quality control refers to the

Multiple Choice

• processes an organization uses to maintain its established quality standards.

• efforts of an organization to replace quality with productivity.

• efforts of an organization to reduce the quality standards set by the best-performing companies.

• inspections conducted by the government when a product's quality is above the required standard.

• techniques an organization uses to control the costs of inputs and outputs.

Which of the following best illustrates an organization's efforts toward sustainability through its manufacturing and operations systems?

Multiple Choice

• creating genetically modified foods

• adopting 100-percent wind-powered electricity

• increasing the use of fossil fuels for manufacturing processes

• clearing forests to set up a manufacturing unit

• discharging industrial effluents directly into water bodies

All of the following are examples of customized products EXCEPT

Multiple Choice

• television sets.

• repair services.

• computer software.

• bridges.

• furniture.

The output of service providers must be consumed immediately, and only a few services can be saved, stored, resold, or returned. Which characteristic feature of services does this best illustrate?

Multiple Choice

• low degree of customer contact

• high degree of standardization of outputs

• tangibility of outputs

• perishability of outputs

• uniformity of inputs

In the context of operations management, which of the following is true of the transformation process?

Multiple Choice

• It focuses on producing outputs that are worth less than the combined costs of the inputs.

• It occurs in all organizations regardless of what they produce or their objectives.

• It occurs only in manufacturing companies because they use tangible inputs.

• It involves replacing quality with productivity when manufacturing goods.

• It includes the same methods and number of steps in all organizations.

Zedpro Computer Company is determining the demand for a new product and how much consumers are willing to pay for it. For this, Zedpro would most likely rely on

Multiple Choice

• case studies.

• marketing research.

• trial and error.

• successful past experiences.

• intuition.

It is especially difficult to measure quality characteristics when

Multiple Choice

• a firm uses ISO 9000.

• a firm has a total quality management program.

• the output is highly tangible.

• the product is a service.

• a firm applies quality control.