Management Theory Essentials Ch.2 Exam Questions

Management, 9e (Kinicki)

Chapter 2 Management Theory: Essential Background for the Successful Manager

1) Jeffrey Pfeffer and Robert Sutton believed that evidence-based management is founded on the belief that facing the hard facts about what works and accepting the nonsense that passes for sound advice will help organizations perform better.

2) Peter Drucker was a 20th-century socialist, opposed capitalism and believed that managers were more of a hindrance than a help to most organizations.

3) Ron, a plant manager, wants to institute a compensation system in which more efficient workers earn higher wages. Ron is proposing to institute a differential rate system.

4) Boltz Manufacturing, a parts supplier to the auto industry, has been using the behavioral approach to management for over 100 years. However, since that method of management is too simplistic for practical use, Boltz should begin implementing the newer and more sophisticated human relations movement approach to management, which is the most contemporary approach to management.

5) The idea that two or more forces combined create an effect that is greater than the sum of their individual effects is called syncretism.

6) The Best Fit Office Supplier continually talks with customers after they purchase their products, and The Best Fit managers regularly visit customers to gather feedback on new products, product improvements, and how The Best Fit can better serve its customers. This is an example of an open system.

7) When Mr. Anderson, the owner of a local hardware store, asks one of his paint suppliers about the total ability of their product to meet customer needs, he is questioning the quality of that paint.

8) Designer Manufacturing has a policy of using statistical sampling to locate errors by testing just some (rather than all) of the items in a particular production run. This strategy of minimizing errors is known as synergy.

9) A local grocer routinely develops and acquires new knowledge, and the employees communicate what they learn to other employees, so the company is able to modify its behavior to reflect what they have learned. This organization is an example of a learning organization.

10) ________ is based on the belief that facing the hard facts about what works and what doesn't will help organizations perform better.

A) Scientific management

B) The quality-management viewpoint

C) Evidence-based management

D) Behavioral management

E) MBO

11) When faced with a business problem, Lauren, a young shoe store owner, discusses business problems with Kurt, the assistant manager and an employee for over 30 years. Lauren believes Kurt "has seen it all" and knows there are few really new ideas; plus the business has done many simple things, such as offering friendly service, to create and maintain a competitive edge. Lauren's management style is best described as

A) evidence-based.

B) behavioral.

C) family style.

D) contingency.

E) bottom-up.

12) Which three approaches to management are considered historical perspectives?

A) systems, contingency, quality management

B) classical, scientific, quantitative

C) classical, operations, scientific

D) contemporary, historical, scientific

E) classical, behavioral, quantitative

13) Within his company, Vernon has set up a system with inputs, outputs, transformation processes, and feedback. He utilizes a management style that varies according to the individual and environmental situation, with a strategy for minimizing errors by managing each stage of production. Vernon is utilizing a ________ perspective.

A) historical

B) traditional

C) qualitative

D) contemporary

E) behavioral

14) Which of the following is a key benefit of studying theoretical perspectives on management?

A) They are effective cost-reduction tools.

B) They emphasize diversity.

C) They are effective synergy-building approaches.

D) They build a strong family-type culture.

E) They serve as a guide to action and a source of new ideas.

15) The classical viewpoint of management emphasized ways to

A) manage work more efficiently.

B) build more synergy.

C) work efficiently based on the environment.

D) include MBO.

E) increase diversity.

16) Chenglei, an IT manager, has been studying the actions that his workers perform in an attempt to improve their productivity. Chenglei is utilizing

A) job evaluation

B) management science.

C) behaviorism.

D) the Hawthorne effect.

E) scientific management.

17) Frank and Lillian Gilbreth identified 17 basic units of motion that they called

A) movements.

B) time frames.

C) therbligs.

D) units.

E) action works.

18) Adrianne is a package delivery service manager. She is interested in implementing ________, the management philosophy pioneered by Frederick W. Taylor and Frank and Lillian Gilbreth, which scientifically studies work methods to improve the productivity of individual workers. In this particular case, Adrianne will study the routes that drivers take through a congested to city in order to identify ways that delivery staff can make the most deliveries in each two-hour period.

A) human relations management

B) scientific management

C) quantitative management

D) contingency management

E) management science

19) Sari, a movie theater manager, recently implemented a policy stating that workers who are willing to work a double shift on Friday or Saturday nights will earn a bonus on top of their regular pay. What is Sari implementing?

A) sliding pay scale

B) differential rate system

C) skimming profit margin

D) entitling employee payment

E) piece-rate method

20) Arthur, a production manager, knows that some of his employees are upset with a new corporate policy that eliminates a tuition reimbursement program. As a result, some of these employees are reducing their productivity. To eliminate this behavior, Sal should

A) reduce the use of scientific principles in planning work methods.

B) carefully select workers according to their abilities and give workers training.

C) reduce training, but increase MBO.

D) place workers in any vacant position which focuses on their abilities.

E) meet with each employee and coach him/her.

21) A pay structure in which more efficient workers earn higher wages, as suggested by Frederick W. Taylor, is known as a(n) ________ system.

A) sliding scale

B) increasing wage

C) differential rate

D) wide wage

E) merit pay

22) ________ was the father of scientific management.

A) Frank Gilbreth

B) Tom Gallagher

C) Abraham Maslow

D) Peter Drucker

E) Frederick Taylor

23) Hiro, the manager of a convenience store, is interested in implementing the principles of administrative management, which involves

A) doing time-motion studies.

B) focusing on efficiency and effectiveness

C) increasing synergy.

D) managing the total organization.

E) implementing MBO.

24) To better meet corporate goals this year, Yumiko, a CEO, is encouraging her managers to focus on the major functions of management, which are

A) planning, organizing, recruiting, monitoring, and delegating.

B) recruiting, monitoring, delegating, and coordinating.

C) planning, organizing, leading, controlling, and arbitrating.

D) recruiting, planning, organizing, and leading.

E) planning, organizing, leading, and controlling.

25) Because there are some positive aspects of bureaucracy, as proposed by Max Weber, Therese, a restaurant manager, is interested in implementing certain aspects of the bureaucratic approach to management within her restaurant. Like Weber, Therese feels bureaucracy is a

A) rational, efficient, cost-cutting tool based on principles of behaviorism.

B) sales-generating tool.

C) rational, efficient method of increasing productivity.

D) rational, efficient, ideal organization based on principles of logic.

E) rational, cost-cutting, efficient organization based on principles of synergy.

26) The management approach that emphasized ways to manage work more efficiently is the ________ approach.

A) classical

B) quality-management

C) systems

D) contingency

E) MBO

27) The ________ approach to management focuses on scientific methods, time and motion studies, and job specialization with the goal of increasing productivity.

A) contingency

B) behavioral

C) MBO

D) systems

E) classical

28) Aleksei, the IT manager, feels that his employees lack the motivation to consistently meet department goals. To better understand human actions and to motivate his employees toward achievement, Aleksei and his supervisors need to adopt the ________ viewpoint.

A) contingency

B) attitude

C) behavioral

D) classical

E) scientific

29) Order the schools of thought in the behavioral viewpoint from earliest to most recent.

A) early behaviorism, human relations movement, scientific management

B) operations management, human relations movement, MBO phase

C) early behaviorism, human relations movement, behavioral science

D) early behaviorism, industrial, human relations movement

E) early behaviorism, human relations movement, administrative phase

30) Hugo Munsterberg is known as

A) the father of scientific management.

B) a pioneer of scientific management.

C) the father of the MBO method.

D) the father of industrial psychology.

E) the originator of sociology.

31) Hugo Munsterberg believed that psychologists can contribute to industry by ________. For example, Munsterberg might suggest that a company implement a monthly bonus plan that rewards workers for achieving the goals set by their managers.

A) developing strategies to influence employees to follow their interests

B) encouraging employees to develop new products

C) devising management strategies to influence employees to follow management's interests

D) helping organizations increase diversity

E) helping companies increase efficiency and productivity

32) ________ suggested that organizations should be operated as "communities," with managers and subordinates working together in harmony. For example, in a publishing company run as a community, editors, editorial assistants, and publishers would work together to determine which books should be published.

A) Adam Smith

B) Frank Gilbreth

C) Hugo Munsterberg

D) Mary Parker Follett

E) Max Weber

33) Mary Parker Follett anticipated some of today's workplace trends, such as

A) worker empowerment and scientific management.

B) self-managed teams and worker empowerment.

C) quality assurance and transformation processes.

D) management-lead teams and diversity.

E) synergy and the MBO process.

34) According to proponents of the Hawthorne effect,

A) giving less attention to employees increases worker productivity.

B) increasing diversity results in increases in worker productivity.

C) increasing synergy increases worker productivity.

D) cutting costs through outsourcing harms employee morale and productivity.

E) giving more attention to employees increases worker productivity.

35) Abraham Maslow proposed the

A) hierarchy of human needs.

B) Hawthorne effect.

C) hierarchy of production.

D) concept of self-managed teams.

E) worker empowerment theory.

36) Maslow's hierarchy of human needs included

A) physiological, financial, love, esteem, and self-actualization.

B) financial, love, friends, and self-actualization.

C) food and shelter, companionship, ego, and self-actualization.

D) physiological, safety, love, esteem, and self-actualization.

E) physiological, financial, love, and empowerment.

37) Natasha, the general manager of a putting range, believes that her workers are responsible and capable, and that they can be trusted when given responsibility. Natasha is an example of a(n) ________ manager.

A) Theory Z

B) contingency

C) Theory X

D) participative

E) Theory Y

38) Luka, who owns a small breakfast and salad bar, has a reputation in the community as a tough manager. Many customers have heard Luka yell at his employees because he feels that workers today are lazy, lack ambition, and hate to work. Luka is a(n) ________ manager.

A) Theory Z

B) contingency

C) Theory X

D) participative

E) Theory Y

39) The behavioral science approach relies on scientific research for developing theories about human behavior that can be

A) used to develop sales tools.

B) used in behavioral science research.

C) helpful when looking at competitive products.

D) used to provide practical tools for managers.

E) used to establish MBO goals.

40) Which disciplines does the field of behavioral science include?

A) psychology, sociology, forensic science, and economics

B) psychology, forensic science, sociology, anthropology, and economics

C) psychiatry, technology, environmental science, and forensic science

D) chemistry, biology, earth science, and management

E) psychology, sociology, anthropology, and economics

41) Paul English of Kayak.com uses new employees as an excuse for altering an existing open-office seating arrangement. English's action is an application of ________ to management.

A) the country club approach

B) the office politics approach

C) the behavioral science approach

D) the synergy research approach

E) a Theory X approach

42) Oleg, the CEO of a large global production company, is excited about the introduction of statistics and computer simulations in the design stage of the company's products. Oleg is using

A) the design approach.

B) quantitative techniques.

C) MBO.

D) scientific management.

E) behavioral management.

43) Management science stresses the use of rational, science-based techniques and mathematical models to improve

A) decision making and goal setting.

B) synergy.

C) cost-cutting and planning.

D) decision making and strategic planning.

E) sales and customer relationships.

44) The new chief information officer of a national fast food chain is using mathematical tools to aid in product ordering and scheduling decisions. The CIO is using

A) statistical management.

B) scientific management.

C) behavioral science.

D) management science.

E) goal management.

45) Operations management focuses on managing the production and delivery of an organization's products or services

A) more economically.

B) by utilizing motion studies.

C) with a more diverse workforce.

D) more effectively.

E) to more customers.

46) A computer manufacturer is seeking to cut costs by designing an inventory system that reduces the number of finished products in stock due to overproduction and to set in place a production schedule that better matches customers' orders. These plans are an example of ________ in action.

A) operations management

B) scientific management

C) production management

D) inventory oversight

E) inventory analysis

47) The three contemporary management perspectives are the ________ viewpoints.

A) quality management, behavioral, and customer

B) systems, scientific, and contingency

C) systems, contingency, and quality management

D) diversity, quantitative, and qualitative

E) contemporary, noncontemporary, and behavioral

48) The systems viewpoint sees organizations as entities made up of four interrelated parts known as

A) planning, design, monitoring, production, and feedback.

B) planning, inputs, monitoring, outputs, and feedback.

C) inputs, outputs, transformation processes, and feedback.

D) planning, design, inputs, monitoring, outputs, and follow-up feedback.

E) vision, planning, design, production, monitoring, and follow-up feedback.

49) The Ryan family had a fire that destroyed their home. Various departments of a restoration company, from the initial cleanup crew to the assistance with the Ryan family moving back in, worked together to achieve this goal. All of the company's interrelated parts working together to accomplish a goal (in this case, the restoration of the Ryan home) is an example of a(n)

A) process.

B) hierarchical process.

C) input-output structure.

D) structure.

E) system.

50) A local farmer grows and sells corn and pumpkins to the local grocers. Look at the farmer's business as a system. In which category do the corn and pumpkins, profits, and losses fall?

A) input

B) therblig

C) transformational process

D) result

E) output

51) Jasmine, a chef in a fine restaurant, utilizes top-of-the-line equipment as she prepares meals for customers. Jasmine and her equipment are a(n) ________ in the restaurant's system.

A) cog

B) component

C) output-participant

D) output

E) input

52) The systems viewpoint regards the various parts making up the whole system as

A) microsystems.

B) macrosystems.

C) subsystems.

D) management collections.

E) organizational sets.

53) When a line cook in a restaurant uses raw meat to cook a hamburger that becomes part of the restaurant's Super Burger Special, the cook is taking part in a

A) transformation process.

B) conversion process.

C) metamorphosis.

D) turning point.

E) therblig.

54) When the sales of a certain brand of diet soda slowed, a national grocery retailer decided to drop the price of that product, which resulted in a large increase in sales of the soda. This sales increase is a type of

A) Big Data.

B) input.

C) quality control.

D) change

E) feedback.

55) Acme Sales calls its customers after they purchase an automobile from the dealership. In addition, every year customers are asked to complete a short survey about the car they purchased from Acme Sales and their customer-service experiences with the dealership. Acme Sales is an example of a(n) ________ system.

A) open

B) closed

C) open-door

D) bureaucratic

E) management

56) For years Print and Copy, a copier machine supplier, enjoyed strong sales and a huge share of the copier market, far ahead of its nearest competitor. However, over the years, Print and Copy seldom asked customers for feedback. So when some of Print and Copy's competition responded to customers' needs and started offering copiers with new features (such as wireless printing from laptop and tablet computers), Print and Copy lost much of its market share. Print and Copy's system is best described as

A) open.

B) isolated.

C) entropic

D) internal.

E) closed.

57) The American economy consists of a complex combination of organizations and variables, such as countless companies differing in size and what they sell, current events, and markets (for example, the housing market and the stock market). According to ________, all of these independent factors interact with one another according to certain simple rules.

A) complexity theory

B) a closed market system

C) a webbed system

D) contingency theory

E) behavioral theory

58) Nikita is the manager of a local small hotel. Just today Nikita received word that a major convention will be coming to town next month, and the demand for hotel rooms is expected to skyrocket. In a conversation with the owner, she asked, "What should our approach to pricing be for the week of the convention? Should we require payment in full at the time of the reservation?" Which management method is Nikita using?

A) the devil's advocate method

B) scientific management

C) the synergy method

D) the contingency viewpoint

E) the systems viewpoint

59) When a manager assesses a particular situation and decides what to do according to the individual and environmental situation, the manager is utilizing the ________ viewpoint.

A) behavioral

B) systems

C) scientific

D) bureaucratic

E) contingency

60) Gary Hamel suggests we need to look at management as a process and then make improvements and innovation

A) intuitively.

B) only if doing so results in synergy.

C) ongoing and systematic.

D) only if doing so saves money.

E) occasionally.

61) The management of Omega Manufacturing is implementing a plan to minimize production mistakes by allowing teams that work in each area of the production facility to develop a plan and then monitor their area to ensure the reduction of errors. The managers are engaging in

A) efficiency monitoring.

B) quality control.

C) innovative planning.

D) the minimal defect approach.

E) JIT.

62) The management of a facility that manufactures parts for car brakes has a policy of testing only some of the items in each production run to locate errors, with the ultimate goal of minimizing errors by managing each stage of production. This process is an example of the ________ technique.

A) zero defects

B) minimal defects

C) JIT

D) quality focus

E) quality control

63) After returning home from a trade show, Mr. Stephenson, the president of a manufacturing company, called a meeting of his production department. He indicated that the company would soon be implementing a new policy of ________, which focuses on worker performance and urges employees to strive for zero defects.

A) quality assurance

B) constancy of purpose

C) restructuring

D) scientific management

E) the total quality movement

64) ________ believed that quality stemmed from "constancy of purpose," and that managers should stress teamwork, be helpful rather than simply give orders, and make employees feel comfortable about asking questions.

A) Frank and Lillian Gilbreth

B) Henri Fayol

C) Max Weber

D) Mary Parker Follett

E) W. Edwards Deming

65) Joseph Juran defined quality as "fitness for use," which means that

A) a product or service should be priced competitively.

B) an organization should produce products that will help customers stay healthy.

C) companies should focus on products that help the community.

D) products should be checked and rechecked for defects.

E) a product or service should satisfy a customer's real needs.

66) To gain a competitive edge this year, the upper management of a global IT company has decided to focus on customer service, employee training, and continuous quality improvement. This approach is known as

A) customer focus.

B) total quality management (TQM).

C) evidence-based management.

D) competitive edging.

E) constancy of purpose.

67) Noah's Ark is a successful child care center. It focuses on actively developing, finding, and communicating new knowledge to its employees so that workers can modify their behavior to reflect this new knowledge. Noah's Ark is an example of a(n) ________ organization.

A) customer-focused

B) learning

C) research

D) evolving

E) innovative

68) Bradley, an executive chef in a large hotel, recently attended a training conference sponsored by several top professionals in his field, where he learned numerous ways his restaurant and hotel can better serve customers. Bradley is excited that management asked him to present this information to the hotel staff so that the restaurant and hotel can make needed improvements. Bradley's hotel is a(n) ________ organization.

A) focused

B) learning

C) evolving

D) customer-focused

E) innovative

69) An organization in which the management builds a commitment to learning, works to generate ideas with impact, and works to generalize ideas with impact is creating a(n)

A) innovation focused organization.

B) learning organization.

C) employee engagement atmosphere.

D) customer-focused organization.

E) 360-degree training structure.

70) Which theorist said, "there is no business without a customer"?

A) Max Weber

B) Peter Drucker

C) Charles Spaulding

D) Henri Fayol

E) Frederick Taylor

71) Samir does not understand how his manager, Betsy always knows how much of what product to order and how to schedule employee shifts. Which approach would help him?

A) understanding the present

B) guide to action

C) source of new ideas

D) producing positive results

E) clues to meaning of your managers' decisions

72) Which management viewpoint assumes that people are rational?

A) classical

B) behavioral

C) quantitative

D) scientific

E) administrative

73) Harriet is planning a scavenger hunt as a team building activity for the next all staff meeting. Harriet is using the principles of

A) Max Weber.

B) Peter Drucker.

C) Charles Spaulding.

D) Henri Fayol.

E) Frederick Taylor.

74) Which management viewpoint saw humans as cogs within a machine?

A) classical

B) behavioral

C) quantitative

D) scientific

E) administrative

75) Colleen has three employees that she struggles to understand their work habits. Dylan likes to come in at noon and work until late in the evening. Sanjay comes in early, creates a task list for the day and only works on what is on the list. Zoë flits in and out of others' cubicles and seems to always be off task but when asked for a report, she has it handy. Colleen should learn more about which theorist to help her best manage these employees?

A) Mary Parker Follett

B) Elton Mayo

C) Abraham Maslow

D) Hugo Munsterberg

E) Douglas McGregor

76) Lisa's Pizza is trying to compete with the larger Domino's Pizza down the street for customers. She feels she can deliver a better tasting product, faster, and cheaper. She has given all the drivers GPS systems; she has ordered in bulk; and she has surveyed customers about what type of pizzas they want. She is practicing

A) quantitative management.

B) management science.

C) operations management.

D) qualitative management.

E) behavioral management.

77) Kaylee's customers seem to be buying less of her freshly baked breads and more of her yogurt parfaits and coffees. She begins to ask customers at the checkout why they made their selection. She learns that many of her customers are choosing a gluten-free diet. She changes her breads and now is selling gluten-free breads and most days sells out. Kaylee used

A) feedback.

B) input.

C) output.

D) a transformational process.

E) complexity theory.

78) Based on the contingency viewpoint, which statement would be true?

A) Bill can telecommute and Harry can bring his small dog to work.

B) All employees in the IT Division have to work this weekend but can take Monday off.

C) Faculty will receive a 4 percent raise and support staff will receive a 2 percent raise.

D) Laptops can be taken out of their docking stations for meetings in the building but cannot leave the building.

E) Jeans are allowable dress for Fridays but employees have to pay to participate.

79) ________ has NOT been as successful because employees do not have control over the design of the work process.

A) Quality control

B) Quality assurance

C) Total quality management

D) Quality management viewpoint

E) Continuous quality improvement

80) Myra, a new branch manager, shares her personal story of how she came into the profession, her family life, and the challenges she has faced being biracial. She shares her excitement to learn from everyone and is excited to introduce the new app that will be released to customers in the near future. Myra is demonstrating she is part of a learning organization by

A) creating and acquiring knowledge.

B) being committed to learning.

C) modifying her behavior.

D) generalizing ideas.

E) transferring her knowledge.

81) Besides generating ideas with impact, you can also generalize them—that is, reduce the barriers to learning among employees and within your organization. You can

A) participate in learning.

B) engage in leadership activities.

C) reward risk taking.

D) increase individualization.

E) facilitate competition.

82) In researching a company while preparing for an interview, what would be a red flag?

A) the history of the company

B) inconsistencies in current news stories with the company's mission and vision

C) the president of the company's LinkedIn page

D) salary information posted on Glassdoor

E) photos on the company webpage

83) What research on a company will help you determine if you might be a good fit?

A) Examining its list of accomplishments on its webpage.

B) Looking for statements about how the company treats its employees, under its core values.

C) Searching for profiles on LinkedIn.

D) Reading reviews on Yelp.

E) Performing a Google search on the company's background.

84) A mission statement tells you

A) how the company treats its employees.

B) when the company was founded.

C) how the company evolved.

D) what the company wants to become or achieve over time.

E) goals the company is pursuing.

85) Monique is preparing for an upcoming interview. She is not really sure where to start. She has heard that it is best to just relax, get a good night's sleep, and walk in confident. As she is telling you all of this, you are thinking of how to respond. Which of the following would be good advice to give Monique?

A) Identify your values and be sure to identify them for the recruiter.

B) Search the Facebook pages of the employees so you can share what you have in common.

C) Do your homework on the company, search their website and prepare smart questions to ask.

D) Think about your salary requirement and then add an additional 25 percent so you have room to negotiate.

E) Ask your friends how they like the company products so you can give actual feedback during your interview.

86) Shay wanted to motivate her employees to perform at a higher rate. She has heard that you can pay employees for being more efficient. She begins to offer bonuses, yet she starts to see a decline in productivity and people living in fear of losing of their jobs. Why might that happen?

A) Weberism

B) Therblig

C) Maslow Hierarchy

D) McGregor Effect

E) Taylorism

87) Corinne believed in solving issues between managers and employees by talking and finding solutions together, so when a group of employees brought the following problem to her, she was perplexed as to what to do. Read the problem and then decide which choice best fits her possible solution. "Employees came to Corinne to complain that their supervisor was making sexual advances towards them. He was offering to buy them drinks after work and has even commented on the clothes they are wearing. It has made them feel very uncomfortable."

A) Corinne would listen to the employees and be optimistic that she could make the manager change behavior.

B) Corinne would use the process of integration and sit everyone down together to talk it through.

C) Corinne would listen to the employees and then dismiss them since she thought they just did not want to work.

D) Corinne would work with the manager to make sure that he continued to pay attention to them but in a different manner.

E) Corinne would study whether the employees were in the correct jobs and move them if need be.

88) Sal needs to figure out how to schedule employees to cover shifts at the hospital during the holidays. He needs to be sure that there are enough doctors, nurses, janitors, receptionists, lab technicians, and radiologists on staff so that any emergency would not put the hospital into crisis mode. Even though billing and intake are not critical to emergencies they also will need coverage. How will Sal figure out how many staff he needs to keep the hospital functional throughout the holidays?

A) He can use operations management.

B) He can use the contingency viewpoint.

C) He can use the human relations movement.

D) He can use total quality management.

E) He can use management science.

89) Sully is a top executive, but he has a troublesome manager. He has heard that this manager is constantly changing his mind about how he wants reports written, what priorities the team is to work on and when they are to submit deliverables. Sully has heard him described as a "flavor of the day" kind of boss. Sully has known this manager for a long time and feels that this manager just needs some guidance and redirection. What should Sully do?

A) Use an evidence-based management strategy to bring rationality to his decision making.

B) Explore the use of synergy to see if what the manager is trying to do makes sense, so focus on the messaging.

C) Focus on TQM by listening to and learning from customers and employees to support continuous quality improvement.

D) Ignore the situation as this is most likely a phase and it will pass soon.

E) Try a contingency viewpoint emphasizing there is not one best way to fix all problems.

90) This question has two parts; be sure to answer each one.

First, describe the four principles of science that Frederick Taylor believed managers could use to improve workers' productivity.

Second, imagine that you manage a small landscaping firm where you believe that the workers are being lazy because they are resentful of having to work in high levels of heat and humidity. Describe the specific actions you would take to overcome this lack of productivity among this group of workers.

91) This question has two parts; be sure to answer both.

First, explain the five positive bureaucratic features that Max Weber believed contributed to a better-performing organization.

Second, imagine that you are the manager of a small catering company that specializes in catering outdoor events, such as weddings and graduation parties. Apply each of Weber's five bureaucratic features to your business, explaining how you will use each to your advantage.

92) This question has two parts; be sure to answer both.

First, articulate why the classical viewpoint is important, providing an example of a successful company that has benefited from applying the theories of the classical viewpoint.

Second, imagine that you manage a scientific lab that develops women's health and beauty products. Give two examples of how you might apply the classical viewpoint in the lab.

93) This question has two parts; be sure to answer both.

First, explain the three ways Hugo Munsterberg believed psychologists could contribute to industry.

Next, imagine that you manage a hair salon and apply each of Munsterberg's principles to your daily tasks as a manager.

94) This question has two parts; be sure to answer both.

First, explain at least one of Mary Parker Follett's ideas on how organizations should become more democratic.

Next, suppose you work at an advertising agency as an account manager. You are responsible for keeping your clients (the advertisers) happy, but you do not do the creative work of designing the ads. Explain how you might manage a conflict with one of your most talented ad designers, who does not agree with the client's ideas and does not want to implement them.

95) Describe the Hawthorne effect. Explain the flaws in the studies, but also explain the studies' lasting contribution to management.

96) This question has two parts; be sure to answer both.

First, contrast Theory X and Theory Y, explaining why both theories are important.

Next, imagine that you manage a staff of six paralegals at a law firm. One of your employees, Zena, is usually a good worker, but lately her performance has been slipping. List two things you might say to Zena if you are a Theory X manager and two things you might say to Zena if you are a Theory Y manager.

97) This question has two parts; be sure to answer both.

First, describe the four parts of a system.

Next, imagine that you own a one-person business. You create beautiful, elaborate wedding cakes (for which you charge a large sum of money). What are the components of your wedding cake business system?

98) This question is composed of two parts; be sure to answer both.

First, compare and contrast open and closed systems. Explain why almost all businesses today have an open system.

Next, suppose you manage a business in which you hire young musicians to give lessons to school children. In what ways will you need your business to be open?

99) This question has two parts; be sure to answer both.

First, explain the contingency viewpoint, explaining what it means.

Next, suppose you are a literary agent running your own business. You represent a large number of successful writers, and you have made it clear on your website that you are no longer taking on new writers as clients. One day a person you respect tells you about an unpublished writer who is simply fantastic and has the makings of an incredibly successful novelist. If you adopt the contingency viewpoint, what is your response? What would your response be if you do not believe in the contingency viewpoint?

100) This question has two parts; be sure to answer both.

First, define total quality management and explain its four components.

Next, imagine you work as a manager for a company that builds and sells expensive, upscale men's watches. Explain how you would implement a TQM approach at your company.

101) This question contains two parts; be sure to answer both.

First, define learning organization and describe the three parts of a learning organization.

Next, imagine that you are a publisher of fiction, and your publishing house considers itself a learning organization. Give an example of how your publishing house might implement each of the three parts of a learning organization.

102) How does studying theoretical perspectives prepare you for being a manager? Explain each reason with an example.

103) Describe how airlines use management science to determine flight schedules, numbers of pilots and flight attendants, amount of fuel, and number of snacks needed?

104) You have just received a call from ABC Manufacturing to schedule an interview. You want to be prepared and impress them with your skills not only the ones on your résumé, but your soft skills too. Describe how you will prepare for the interview.