When actual performance falls outside an acceptable range of variation, it is termed a(n) ________.
This is the primary reason for why managers often travel long distances to have a face-to-face meeting with someone.
Most communication is done through body language.
It shows respect.
Other forms of communication have security concerns.
It communicates a sense of power, rank, and mobility.
Value is any aspect of a product that customers ________ in the product.
want to see
will pay for
like or admire
The great advantage of a written message is that it ________.
provides a permanent record
is easy to provide feedback for
U.S. managers tend to rely on this style of communication.
formal and written
verbal and informal
verbal and formal
informal and unwritten
Everything a manager does involves communication.
A management information system (MIS) provides managers with ________ data.
analyzed and processed
________ is a measure of how readily a company can use its assets to generate profits.
One advantage of a written communication is that it provides a record of the information.
Control is the process of monitoring and evaluating activities to ensure that they are being accomplished as planned.
A ________ is the actual physical product encoded by the source.
Annual losses from organizational theft and fraud amount to about ________ per worker.
McDonald’s recently made productivity gains by cutting the ________.
weight of an order of French fries
wages of workers
time it takes to make French fries
time workers were trained
Since Deming first proposed his 14 points for improving productivity, his prescriptions have ________.
been confirmed for U.S. workers only
been confirmed repeatedly
been largely discredited
fallen into disuse
MBWA stands for management by ________.
Along the grapevine, ________.
good news travels fastest
good news travels slowest
bad news travels fastest
bad news travels slowly
Value is created during the process of ________.
inputs being stored
outputs being measured
operations being controlled
inputs being converted into outputs
Which kind of control takes place after the actual work has been carried out?
This is the primary goal of active listening.
avoiding premature judgments or interpretations of the speaker’s message
developing empathy with the speaker
understanding the full meaning of the speaker’s message
focusing on the speaker
The manager has control over all three components of customer service interactions.
When a budget is formulated, it is being used as a(n) ________ tool.
W. Edwards Deming thought that ________ the key to productivity.
controlling costs was
both managers and workers were
A car company that puts more effort into measuring quality than total units sold most likely wants to excel at ________.
cost per unit
A drawback to instant messaging is that it creates security problems.
The ________ is the series of work actions that add value to a product as it is being transformed from inputs to finished product.
With respect to planning, Deming believed that ________ was most important for productivity.
The difference between male and female styles of communication exists ________.
only in western cultures
only in the United States
in every culture
only in Asian cultures
With respect to product quality, Deming believed that a company should never ________.
put quality ahead of profits
be satisfied with its current level of quality
pay more attention to quality than to price
try to fix a product if it “ain’t broke”
Control is the only managerial function that allows managers to make sure that organizational goals are being met.
Firewalls, data backup, and encryption help prevent security breaches in organizations.
In the Six Sigma system, this is the highest level of quality.
A spelling mistake in a message is an example of ________.
a decoding error
an encoding error
a receiver error
a transmission error
A business model is ________.
a competitor that a company seeks to emulate
a strategic design for how a company intends to make profit
a theoretical ideal that a company seeks to emulate
an unrelated organization whose practices a company seeks to emulate
________ management oversees the transformation process that converts resources such as labor and raw materials into finished goods and services.
Immediate corrective action is designed ________.
to get performance back on track
to punish employees for poor performance
to shake up an organization
to get to the root cause of a problem
________ is the process of managing the sequence of activities and information along the entire value chain for a product.
Supply chain management
Value chain management
Which of the following is a disadvantage of written communication?
hard to store
Controlling is the ________ in the management process.
most important step
least important step
The channel is the ________.
actual physical product from the source that conveys a purpose
person who sends the message
person who receives the message
medium that the messages travels through
Feedback is a response that confirms a message.
Where did the modern era of manufacturing primarily begin?
the coal industry
southern cotton plantations
northeastern textile mills
Detroit automobile factories
An example of nonverbal communication is ________.
a voice mail
________ is a measure of an organization’s ability to meet its current debt obligations.
Japanese managers tend to rely on this style of communication.
verbal and formal
formal and unwritten
informal and verbal
formal and written
The control management function ensures that ________ in an organization.
goals are set
goals are met
plans are realistic
plans are made
Which action best shows a speaker that you are paying close attention?
smooth transitioning from listener to speaker
direct eye contact
avoiding interruptions of the speaker
Henry Ford basing his assembly line on practices he viewed in Chicago slaughterhouses is an example of benchmarking.
When a budget is used for controlling, it provides ________ against which resource consumption can be compared.
An advantage of management by walking around is ________.
must be written
must be spoken
can be spoken, nonverbal, or written
can be spoken, verbal, or oral
A bus company is a ________ organization because its product is ________.
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