6/7/2015

MGMTFINALEXAMflashcards| Quizlet

MGMT FINAL EXAM

121 terms by melinum

Feedbackisnotnecessaryinthe
communicationprocesswhenthesenderand
receiverarebothconfidentthatthey
understandeachother.

False

____isthetendencytofillingapsofmissing
informationbyassumingthatwhatwedon't
knowisconsistentwithwhatwealready
know.

Closure

____isthetendencytooverestimateour
valuebyattributingsuccessestoourselves
(internalcauses)andattributingfailuresto
othersortheenvironment(externalcauses).

Selfservingbias

Nonverbalcommunicationislessinformative
thanverbalcommunication..

False

Organizationalsilenceoccurswhen____.

employeesbelievethattellingmanagersabout
problemswillnotmakeadifference

Intheperceptualprocess,____isthe
processofnoticingorbecomingawareof
particularstimuli.

attention

Incommunicatingfeedbacktoemployees,
managersneedtorecognizethatfeedback
canbeconstructiveordestructive.

True

Duringajobinterview,interviewerscanuse
theirknowledgeoffaceandbodymovements
todeterminewhenintervieweesaretellingthe
truth.Thisknowledgeiscalled_____.

Kinestics

Someoneexperiencinga(n)____wouldbe
likelytotakeanynegativecriticismofhisor
herdepartmentpersonally.

Selfservingbias

https://quizlet.com/32222899/mgmtfinalexamflashcards/

1/12

6/7/2015

MGMTFINALEXAMflashcards| Quizlet

Accordingtoattributiontheory,____makes
managersmorelikelytoattributeworkers'
problemsorfailurestointernalratherthan
externalcauses.

Thefundamentalattributionerror

Thethreeformalcommunicationchannelsin
organizationsarecategorizedas____.

downward,horizontal,upward

Perceptionistheprocessbywhichindividuals
attendto,organize,interpret,andretain
informationfromtheirenvironments.

True

Thetwoprimarytypesofgrapevine
communicationsnetworksare____.

clusterandgossip

Thelaststepofempatheticlisteningrequires
managersto____.

respondwithfeelingsandthenfacts

____isatechniqueofunderstandingthe
speaker'sperspectiveandpersonalframeof
referenceandgivingfeedbackthatconveys
thatunderstandingtothespeaker.

Empatheticlistening

Inempatheticlistening,____isimportant
becauseitdemonstratesthatyouunderstand
thespeaker'semotions.

Reflectingfeelings

Becauseof____,peopleexposedtothe
sameinformationwilloftendisagreeabout
whattheysaworheard.

Perceptualfilters

Thehurriedcommunicationofvague,unclear
messagesisacommonproblemassociated
with____communication

downward

Communicationistheprocessoftransmitting
informationfromonepersonorplaceto
another.

True

The____isthesystemofofficialchannels
thatcarryorganizationallyapprovedmessages
andinformation.

formalcommunicationchannel

Onerecommendationformanagerswishingto
improvetheirformalcommunicationisto
decreaserelianceondownward
communication.

True

https://quizlet.com/32222899/mgmtfinalexamflashcards/

2/12

6/7/2015

MGMTFINALEXAMflashcards| Quizlet

____iscommunicationwithsomeoneabout
nonjobrelatedissuesthatmaybeaffecting
orinterferingwiththeperson'sperformance.

Counseling

Whichofthefollowingstatementsaboutthe
importanceofgoodcommunicationistrue?

Allofthesestatementsabouttheimportance
ofcommunicationaretrue.

Whichofthefollowingisoneoftheprimary
tasksfacedbymanagerswhowantto
improveorganizationalcommunication?

managingorganizationwidecommunication

Selectiveperceptionisthetendencytonotice
andacceptobjectsandinformationconsistent
withourvalues,beliefs,andexpectationsand
screenoutornotacceptinconsistent
information.

True

Anangryanddefensivemanagerialreactionis
acommonproblemassociatedwith____
communication

Upward

Thestepsintheperceptualprocessinorder
are____.

attention,organization,interpretation,
retention

Anorganizationthatreliesheavilyon____
controlsislikelytobehighlyresistantto
changeandslowtorespondtocustomersand
competitors.

bureaucratic

Implementingcontrolsisalwaysworthwhile.

False

Controlisachievedwhenbehaviorandwork
proceduresconformtosetstandardsandthat
thecompanygoalsareaccomplished.

True

____isacontrolmethodthatencourages
managerstolookbeyondtraditionalmeasures
toevaluatefourdifferentperspectiveson
companyperformance.

BalancedScorecard

Benchmarkingistheprocessofsetting
corporatenorms.

False

https://quizlet.com/32222899/mgmtfinalexamflashcards/

3/12

6/7/2015

MGMTFINALEXAMflashcards| Quizlet

Onesignificantadvantageofeconomicvalue
added(EVA)isthatitclearlystateswhat
specificactionsmanagersshouldorshould
nottakeinordertoimprovefinancial
performance.

False

Qualityistypicallydefinedandmeasuredin
threeways.Theyare____.

excellence,value,andconformanceto
expectations

Concurrentcontrolseekstopreventor
minimizeperformancedeficienciesbeforethey
occur.

False

Thethreelevelsofwasteminimizationare
wastedisposal,wastereduction,and
recycling.

False

____controlistopdowncontrolinwhich
managerstrytoinfluenceemployeebehavior
byrewardingorpunishingemployeesfor
complianceornoncompliancewith
organizationalpolicies,rules,andprocedures.

Bureaucratic

Ironically,____controlmayleadtoeven
morepressureforworkerstoconformto
expectationsthan____control.

concertivebureaucratic

Whichofthefollowingstatementsabout
normativecontrolistrue?

Normativecontrolleadstoanemphasison
veryselectivehiring.

Budgetsareusedtoprojectcostsand
revenues,toprioritizeandcontrolspending,
andtoensurethatexpensesdon'texceed
availablefundsandrevenues.

True

Thebasiccontrolprocessofbusinessbegins
with____.

theestablishmentofclearstandardsof
performance

Thetraditionalapproachtocontrolling
financialperformancedoesNOTexamine
____.

customerdefections

https://quizlet.com/32222899/mgmtfinalexamflashcards/

4/12

6/7/2015

MGMTFINALEXAMflashcards| Quizlet

Whenacompanyemphasizes____asits
qualitygoal,managersmustsimultaneously
controlexcellence,price,durability,orother
featuresofaproductorservicethat
customersstronglyassociatewithit.

Value

Theobjectivecontrolapproachtomanagerial
controlmanifestsitselfaseitherbehavior
controloroutputcontrol.

True

____controlregulatesworkers'actionsand
routinesonthejob,while____control
measurestheresultsoftheirefforts.

Behavioroutput

Normativecontrolsshouldbeusedwhen
____.

organizationalculture,values,andbeliefsare
strong

Controlisa(n)____process.

continuous,dynamic,andcybernetic

____istheregulatoryprocessofestablishing
standardsthatwillachieveorganizational
goals,comparingactualperformancetothose
standards,andthen,ifnecessary,taking
correctiveactiontorestoreperformanceto
thosestandards.

Control

Whichofthefollowingfactorscanhelp
managersdeterminewhethermoreor
differentcontrolisworthwhile?

regulationcosts

____controlisassociatedwithautonomous
workgroups.

Concertive

Whenitcomestofinances,theBalanced
Scorecardfocusesononesimplequestion.
Thatquestionis____.

Howareweperformingforourshareholders?

____istheextenttowhichitispossibleto
implementeachstepinthecontrolprocess.

Cyberneticfeasibility

Whenimplementingthefinancialperspective,
managerswoulduse____.

financialratios

Processmodification,material/product
substitution,and____arethethreestrategies
usedforwastepreventionandreduction.

goodhousekeeping

https://quizlet.com/32222899/mgmtfinalexamflashcards/

5/12

6/7/2015

MGMTFINALEXAMflashcards| Quizlet

____allowsatruckingcompanynotonlyto
compareitssafetyperformancewithother
companiesbuttoalsoadoptthosepractices
foundtobesuperior.

Benchmarking

____occurswhenperformanceimprovement
isattainedinonepartofanorganizationbut
onlyattheexpenseofdecreased
performanceinanotherpart.

Suboptimization

Whenselfcontrolisused,leadersand
managersprovideworkerswithclear
boundarieswithinwhichtheymayguideand
controltheirowngoalsandbehaviors.

True

Thethreebasiccontrolmethodsare____.

concurrentcontrol,feedbackcontrol,and
feedforwardcontro

Thetwotypesofobjectivecontrolsmanagers
useare____.

behaviorandoutput

Normativecontrolsshouldbeusedwhen
____.

organizationalculture,values,andbeliefsare
strong

WhichofthefollowingisNOToneofthe
fourperspectivesmeasuredintheBalanced
Scorecardapproachtocontrol?

policiesandproceduresperspective

Whichofthefollowingstatementsabout
intranetsistrue?

IntranetsareWebbased.

Dataminingoftenrevealsdataclusterswhere
threeormoredatabaseelementsoccur
together.

True

Whichofthefollowingisoneofthecritical
issuescompaniesneedtoaddressinorderto
sustainacompetitiveadvantagethrough
informationtechnology?

Isthefirm'suseofinformationtechnology
difficultforanothercompanytocreateor
buy?

Thetwomajortypesofdataminingare____.

supervisedandunsupervised

Extranetsareusedtohandleorganizational
transactionswithsuppliersanddistributors.

True

https://quizlet.com/32222899/mgmtfinalexamflashcards/

6/12

6/7/2015

MGMTFINALEXAMflashcards| Quizlet

Acompanydevelopeda(n)____toallowits
morethan50departmentheadsand
executivemanagerstouseaWebbrowserto
viewsalesresultsanddistributionplanswitha
singleclick..

Corporateportal

Accordingto____,thecostofcomputingwill
dropby50percentascomputerprocessing
powerdoublesevery18months.

Moore'sLaw\

Thethreemethodsoftracingproducts
throughadistributionsystemarepaper
records,barcodes,andradiofrequency
identificationtags.Whichofthefollowing
statementsaboutthetracingofproductsis
true?

RFIDtagsaremostefficientbecausetheycan
bereadbyaradiothathasbeentunedtoa
specificfrequency.

Thefirstcompanytousenewinformation
technologytosubstantiallylowercostsor
differentiateproductsorservicesoftengains
____.

firstmoveradvantage

Threemajortypesofinformationtechnology
areusedbyexecutives,managers,and
workersinsidethecompanytoaccessand
shareinformation.Theyareexecutive
informationsystems,intranets,andcorporate
portals.

True

Intranetsareprivatecompanynetworksthat
allowemployeestoeasilyaccess,share,and
publishinformationusingInternetsoftware.

True

Intoday'shypercompetitivebusiness
environments,capital(i.e.,money)isstill
moreimportantthaninformationforbusiness
success.

False

Thetwobasicmethodsofcapturing
informationare____.

manualandelectronic

Virtualprivatenetworks(VPN)andsecure
socketslayer(SSL)encryptionperform
basicallythesamefunction.

True

https://quizlet.com/32222899/mgmtfinalexamflashcards/

7/12

6/7/2015

MGMTFINALEXAMflashcards| Quizlet

____allowmanagersandemployeestousea
Webbrowsertogainaccesstocustomized
companyinformationandtocomplete
specializedtransactions.

CorporatePortals

A(n)____isaprivatecompanynetworkthat
allowsemployeestoeasilyaccess,share,and
publishinformationusingInternetsoftware.

Intranet

A(n)____isaninformationsystemthathelps
managersunderstandproblemsandpotential
solutionsbyacquiringandanalyzing
informationwithsophisticatedmodelsand
tools.

Decisionsupportsystem

Thedatausedindataminingtypicallycome
from____thatstorehugeamountsofdata
thathavebeenpreparedfordatamining
analysisbybeingcleanedoferrorsand
redundancy.

datawarehouses

Thefirstairlinethattechnologicallyallowed
passengerstobuytheirplaneticketsand
reservetheirseatsonlinehadafirstmover
advantage.

true

Thekeytosustainingcompetitiveadvantage
is____.

usinginformationtechnologytocontinuously
improveandsupportthecorefunctionsofa
business

Unsuperviseddataminingisparticularlygood
atidentifying____.

Allofthese

Twocriticalstepsarerequiredtomakesure
thatdatacanbeaccessedbyauthorizedusers
andnooneelse.Theyare____.

authenticationandauthorization

Barcodesanddocumentscannersare
commonmethodsofelectronicallycapturing
data.

True

https://quizlet.com/32222899/mgmtfinalexamflashcards/

8/12

6/7/2015

MGMTFINALEXAMflashcards| Quizlet

Byexaminingcheckoutdata,supermarkets
havelearnedthatpeoplewhoarebuyingbeer
typicallyalsobuyabagofsaltysnacks.Asa
resultofthisfindingfrom____,supermarkets
oftenplacedisplaysofbeernearthechips
andpretzelaisle.

datamining

Dataclusters____.

occurwhenthreeormoredatabaseelements
occurtogetherinasignificantway

Unlikeanexecutiveinformationsystem,a
decisionsupportsystem(DSS)____.

helpsmanagersunderstandproblemsand
potentialsolutionsbyacquiringandanalyzing
informationwithsophisticatedmodels

Dataandinformationarethesameas
knowledge.

True

Acompanyhasbuilta(n)____thatwill
automateitspurchasingtransactionsandother
ecommerceactivitieswithitssmalltomid
sizesuppliers.Itwillprovidethousandsofthe
company'ssupplierswithsecureaccessto
criticaltradingpartnerinformationandwill
facilitatetradingpartnerautomation.

extranet

Theabilitytoconsistentlyperformaservice
wellisreferredtoasservice____.

reliability

Materialsrequirementplanning(MRP)is
____.

usedwithdependentdemandsystems

WhichofthefollowingstatementsaboutISO
9000istrue?

TobecomeISO9000certified,companies
mustshowthattheyarefollowingtheirown
procedures.

Whichofthefollowingisaspecific
componentofinternalservicequality?

highvalueservice

Attheircore,companiesare____systems
thatcombineinputssuchaslabor,raw
materials,capital,andknowledgetoproduce
finishedproductsandothertypesofoutput.

production

https://quizlet.com/32222899/mgmtfinalexamflashcards/

9/12

6/7/2015

MGMTFINALEXAMflashcards| Quizlet

Inventoryisdefinedasthenumberoffinished
productsthatacompanyhasinitspossession
eitherinthefactory,inwarehouses,oron
deliveryvehicles.

False

Studiesclearlyshowthatcustomerscare
moreaboutresponsivenessthananythingelse
whenbuyingservices.

False

Ininventorymanagementsituationsinvolving
independentdemandsystems,____should
beused,whereaswithdependentdemand
systems,____shouldbeused.

EOQJITand/orMRP

Manufacturingoperationsareclassified
accordingtothedepthoftheirinventory
stock.

False

Thefirststepintheserviceprofitchainis
externalservicequalityorthequalityof
treatmentthatemployeesreceivefroma
company'sinternalserviceproviders.

False

Thelowestdegreeofprocessingoccursin
____operations,whereacompanyorders
partsandassemblesstandardizedproducts
beforereceivingcustomerorders.

maketostock

Theaveragetimebetweenbreakdowns(for
machinery)isreferredtoas___?

reliablilty

Theeasieritistomaintainaworkingproduct
orfixabrokenproduct,themore____that
productappears.

serviceable

Aproduct'squalityisdeterminedbyits____.

durability,reliability,andserviceability

Thefourkindsofcostsincurredwith
inventorymaintenanceareorderingcosts,
setupcosts,transactioncosts,andstockout
costs.

False

Whichofthefollowingstatementsabouttotal
qualitymanagement(TQM)istrue?

TQMisanintegratedorganizationwide
strategyforimprovingproductandservice
quality.

https://quizlet.com/32222899/mgmtfinalexamflashcards/

10/12

6/7/2015

MGMTFINALEXAMflashcards| Quizlet

Higherproductivityisgoodnotonlyfor
individualcompaniesthatachieveitbutalso
forthecountriesinwhichtheydobusiness.

True

Whichofthefollowingtypesofoperations
aremostdependentontheaccuracyofsales
forecasts?

maketostockoperations

Accordingtothetextbook,whatshoulda
businessownerdowithexcessinventory?

cutpricesontheproducttoincreaseitssales

Ingeneral,managersshoulduse____to
directlycomparetheiroveralllevelof
productivitytothatoftheircompetitors,and
____toanalyzethecontributionsofindividual
componentstothatoverallproductivity.

multifactorproductivitypartialproductivity

ThethreeprinciplesthatcharacterizeTQM
arecontinuousimprovement,teamwork,and
____.

customerfocusandsatisfaction

WhichofthefollowingisNOTacriterionon
whichcompaniesarejudgedwhenapplying
fortheBaldrigeNationalQualityAward?

competitiveadvantage

ISO14000____.

isaseriesofinternationalstandardsfor
managing,monitoring,andminimizingan
organization'sharmfuleffectonthe
environment

Attheircore,companiesare____systems
thatcombineinputssuchaslabor,raw
materials,capital,andknowledgetoproduce
finishedproductsandothertypesofoutput.

production

____isameasureofperformancethat
indicateshowmanyinputsittakestoproduce
orcreateanoutput.

Productivity

InTQMterms,____isanorganizationalgoal
toprovideproductsordeliverservicesthat
meetorexceedcustomers'expectations.

customersatisfaction

Whyisproductivityimportanttocountries?

Productivitymattersbecauseitproducesa
higherstandardofliving.

https://quizlet.com/32222899/mgmtfinalexamflashcards/

11/12

6/7/2015

MGMTFINALEXAMflashcards| Quizlet

Economicorderquantityisintendedforuse
withindependentdemandsystems.

True

Thefirststepintheserviceprofitchainis
externalservicequalityorthequalityof
treatmentthatemployeesreceivefroma
company'sinternalserviceproviders.

False

Generallyspeaking,itcoststentimesasmuch
tofindanewcustomerasitdoestokeepan
existingcustomer.

True

Studiesclearlyshowthatcustomerscare
moreabout____thananythingelsewhen
buyingservices.

reliablilty

Thethreebasicmeasuresofinventoryare
averageaggregateinventory,weeksof
supply,andinventoryturnover.

True

https://quizlet.com/32222899/mgmtfinalexamflashcards/

12/12