BUSINESS

11. A dimension of service quality includes

A. making it easy and enjoyable for customers to experience a service.

B. occasionally meeting the needs of customers.

C. establishing short-term relationships.

D. giving customers what they want when the company wants.

E. measuring product performance.

12. _____ discovered that “level 5 leaders” often leave enduring legacies without drawing a lot of attention to themselves.

A. Jim Collins

B. Steven Covey

C. Abraham Maslow

D. Chris Argyris

E. Peter Senge

13. ________ is keeping costs low enough to achieve profits while pricing products at levels that are attractive to consumers.

A. Price control

B. Margin maximization

C. Total quality control

D. Cost competitiveness

E. Workforce efficiency

14. Peter Drucker was the first person to discuss _____, by which a manager should be self-driven to accomplish key goals that link to organizational success.

A. level 5 leaders

B. competitive strategy

C. management by objective

D. management educator

E. the Hawthorne Effect

15. Managers will utilize _____ skills with increasing frequency as they rise within an organization.

A. conceptual and decision

B. informational

C. technical

D. professional

E. negotiation

16. As stated in th etext, all of the following statements are effects of the rise of the Internet, except

A. Managers are now mobile and able to be connected 24 hours a day, 7 days a week.

B. The Internet fulfills many business functions.

C. The rate of globablization has sped up, allowing managers to see what competitors are doing worldwide.

D. It eases the tensions in the work-life area because it allows managers to work from home, or even on vacation.

E. The Internet spurs the innovation of new products, such as smartphones and online banking services.

17. Which of the following is a criticism of the human relations approach to management?

A. Too much authority may be vested in too few people.

B. Rules need to be followed in a routine and biased manner.

C. The important characteristics of the formal organization are ignored.

D. Procedures may become the ends rather than the means.

E. Production tasks are reduced to a set of routine procedures that lead to quality control problems.

18. _____ is specifying the goals to be achieved and deciding in advance the appropriate actions needed to achieve those goals.

A. Staffing

B. Leading

C. Organizing

D. Planning

E. Controlling

19. Identify the right statement about the contribution made by Jack Welch toward management thought and practices.

A. He is known for being the first person to discuss “management by objective” (MBO), by which a manager should be self-driven to accomplish key goals that link to organizational success.

B. He established the need for organizations to set clear objectives and establish the means of evaluating progress toward those objectives.

C. He contends that bureaucratic structures can eliminate the variability that results when managers in the same organization have different skills, experiences, and goals.

D. He advocated the application of scientific methods to analyze work and to determine how to complete production tasks efficiently.

E. He is widely viewed as having mastered “all of the critical aspects of leadership: people, process, strategy and structure.”

20. The evolution of management thought is divided into _____ major sections.

A. two

B. three

C. four

D. five

E. six

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