Part 1 | Defining Problems – Test Bank – 3rd Ed

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1. A problem is the difference between the current state and where you want to be.

a. True

b. False

POINTS: 1

REFERENCES: Problem-Solving 2

QUESTION TYPE: True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

2. Inertia means acting on a problem, when you are very familiar with it.

a. True

b. False

POINTS: 1

REFERENCES: Problem-Solving 4

QUESTION TYPE: True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

3. The opinions and assumptions that your problem owner, stakeholders, and other important people hold are important factors in the success of your solution.

a. True

b. False

POINTS: 1

REFERENCES: Problem-Solving 6

QUESTION TYPE: True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

4. The purpose of a problem statement is to find the problem cause and to define the solution.

a. True

b. False

POINTS: 1

REFERENCES: Problem-Solving 8

QUESTION TYPE: True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

5. A cause is the reason for or the origin (root) of a change, such as customers being unable to afford travel vacations.

a. True

b. False

POINTS: 1

REFERENCES: Problem-Solving 10

QUESTION TYPE: True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

6. Attacking the root cause of a problem is always the best approach.

a. True

b. False

POINTS: 1

REFERENCES: Problem-Solving 10

QUESTION TYPE: True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

7. Testing a solution involves trying it on a small or limited basis.

a. True

b. False

POINTS: 1

REFERENCES: Problem-Solving 14

QUESTION TYPE: True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

8. Open-science Problem-Solving is a form of outsourcing.

a. True

b. False

POINTS: 1

REFERENCES: Problem-Solving 18

QUESTION TYPE: True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

9. A fishbone diagram is good for brainstorming, but does not show cause-and-effect.

a. True

b. False

POINTS: 1

REFERENCES: Problem-Solving 10-11

QUESTION TYPE: True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

10. In an organization, a(n) ____________________ is an obstacle that stands in the way of achieving a desired goal.

POINTS: 1

REFERENCES: Problem-Solving 2

QUESTION TYPE: Completion

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

11. People usually solve problems in one of two ways: ____________________ or systematically.

POINTS: 1

REFERENCES: Problem-Solving 2

QUESTION TYPE: Completion

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

12. ____________________ are choices you make when faced with a set of options or alternatives.

POINTS: 1

REFERENCES: Problem-Solving 2

QUESTION TYPE: Completion

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

13. When you solve a problem for someone else, you assume the responsibility for developing a satisfactory solution for them, the ____________________.

POINTS: 1

REFERENCES: Problem-Solving 6

QUESTION TYPE: Completion

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

14. To link a problem to its cause, you must perform a ____________________ analysis, a study that determines the real basis for the problem.

POINTS: 1

REFERENCES: Problem-Solving 10

QUESTION TYPE: Completion

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

15. When you are ____, you solve a problem in a methodical and organized manner.

a. intuitive b. systematic

c. both a. and b. d. neither a. nor b.

POINTS: 1

REFERENCES: Problem-Solving 2

QUESTION TYPE: Multiple Choice

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

16. Variations on ____ include dilemmas, paradoxes, and difficulties, such as trouble performing tasks.

a. solutions b. problems

c. arguments d. actions

POINTS: 1

REFERENCES: Problem-Solving 2

QUESTION TYPE: Multiple Choice

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

17. ____ is your knowledge of something without having to discover or learn it, and it is typically your first reaction to a problem or question.

a. Logic b. Creativity

c. Intuition d. Instinct

POINTS: 1

REFERENCES: Problem-Solving 2

QUESTION TYPE: Multiple Choice

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

18. ____ are people who, like problem owners, are also affected by the problem or whose involvement you need to resolve the matter.

a. Shareholders b. Clients

c. Stakeholders d. Users

POINTS: 1

REFERENCES: Problem-Solving 6

QUESTION TYPE: Multiple Choice

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

19. A problem ____ is a clear, concise description of the problem and the effect you expect from the solution.

a. statement b. sentence

c. document d. policy

POINTS: 1

REFERENCES: Problem-Solving 8

QUESTION TYPE: Multiple Choice

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

20. A popular way to visualize a complex problem is by creating a ____ diagram.

a. hierarchical b. spin

c. true/false d. cause-and-effect

POINTS: 1

REFERENCES: Problem-Solving 10

QUESTION TYPE: Multiple Choice

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

21. Complex problems are those that ____.

a. have no clear boundaries b. are unique

c. have no single optimal solution d. all of the above

POINTS: 1

REFERENCES: Problem-Solving 12

QUESTION TYPE: Multiple Choice

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

22. If the potential risk is significant enough, you might need to take a different approach altogether, which is called risk ____.

a. openness b. avoidance

c. averaging d. management

POINTS: 1

REFERENCES: Problem-Solving 14

QUESTION TYPE: Multiple Choice

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

23. When working in a company with a strong set of cultural norms, it is easy to adopt popular opinions and follow the expectations of others, which is called the ____.

a. bandwagon effect b. herd effect

c. both a. and b. d. neither a. nor b.

POINTS: 1

REFERENCES: Problem-Solving 16

QUESTION TYPE: Multiple Choice

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

24. Successful Web sites such as StumbleUpon (www.stumbleupon.com) and Digg (www.digg.com) use ____ by inviting their visitors to vote on recommended Web sites, articles, restaurants, photos, or videos, for example, by submitting links or reviews.

a. herding b. crowdsourcing

c. outsourcing d. crowd control

POINTS: 1

REFERENCES: Problem-Solving 18

QUESTION TYPE: Multiple Choice

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

25. Breaking down a large, complex problem into smaller, solvable problems is called ____.

a. following the herd b. setting the table

c. divide and conquer d. rank and responsibility

POINTS: 1

REFERENCES: Problem-Solving 12

QUESTION TYPE: Multiple Choice

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

26. When creating a problem statement, frame the problem for your audience by starting with a brief description of the ____.

a. suggested solution b. ideal situation

c. budget constraints d. risks involved

POINTS: 1

REFERENCES: Problem-Solving 8

QUESTION TYPE: Multiple Choice

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/27/2016 11:24 AM

27. The statement, “Even our most popular European tours show no increase in enrollment, despite heavy promotion” is an example of the ____ part of a problem statement.

a. size and scope b. problem summary

c. symptom d. consequences

POINTS: 1

REFERENCES: Problem-Solving 9

QUESTION TYPE: Multiple Choice

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/27/2016 11:24 AM

Darcy, an outside consultant, has agreed to solve the problem of low student test scores for a neighborhood school. Please answer the questions below.

28. Since she is solving a problem for someone else, the first step Darcy should take is to ____.

a. give choices b. promote her solution

c. recognize opinions d. ask for advice

POINTS: 1

REFERENCES: Problem-Solving 6

QUESTION TYPE: Multiple Choice

HAS VARIABLES: False

PREFACE NAME: Case A-1

TOPICS: Critical Thinking

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/27/2016 11:22 AM

29. As she works on the solution, Darcy should communicate regularly with problem owners and stakeholders. It is suggested that she use ____ to create a log of your conversations, ideas, alternatives, and solutions.

a. e-mail b. memos

c. other documents d. all of the above

POINTS: 1

REFERENCES: Problem-Solving 6

QUESTION TYPE: Multiple Choice

HAS VARIABLES: False

PREFACE NAME: Case A-1

TOPICS: Critical Thinking

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

30. When presenting a final solution, Darcy should ____.

a. present one solution

b. present many solutions, indicating which one she recommends

c. present many solutions, without indicating which one she recommends

d. none of the above

POINTS: 1

REFERENCES: Problem-Solving 6

QUESTION TYPE: Multiple Choice

HAS VARIABLES: False

PREFACE NAME: Case A-1

TOPICS: Critical Thinking

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

31. Decisions are choices you make when faced with a set of options or alternatives. _________________________

POINTS: 1

REFERENCES: Problem-Solving 2

QUESTION TYPE: Modified True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

32. A cause is evidence of a change, such as a decrease in revenue. _________________________

POINTS: 1

REFERENCES: Problem-Solving 10

QUESTION TYPE: Modified True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

33. A popular approach used to uncover and define problems is called 5 Whats. _________________________

POINTS: 1

REFERENCES: Problem-Solving 10

QUESTION TYPE: Modified True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

34. Any decision you make or solution you implement involves some risk, which is an exposure to a chance of loss or damage. _________________________

POINTS: 1

REFERENCES: Problem-Solving 14

QUESTION TYPE: Modified True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

35. When working in a company with a strong set of cultural norms, it is easy to adopt popular opinions and follow the expectations of others, which is called the bandwagon effect. _________________________

POINTS: 1

REFERENCES: Problem-Solving 16

QUESTION TYPE: Modified True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

36. A crowd-serving bias is anything that leads you to see the data as you most want it to appear. _________________________

POINTS: 1

REFERENCES: Problem-Solving 16

QUESTION TYPE: Modified True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

37. Clientsourcing is a term coined by Jeff Howe in Wired magazine to characterize a way of using groups to solve problems. _________________________

POINTS: 1

REFERENCES: Problem-Solving 18

QUESTION TYPE: Modified True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

38. When developing a problem statement, describe subjective symptoms of the problem that others can observe. _________________________

POINTS: 1

REFERENCES: Problem-Solving 8

QUESTION TYPE: Modified True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

39. When gathering information, focus on objective facts. Ask “what?” not “who?” _________________________

POINTS: 1

REFERENCES: Problem-Solving 4

QUESTION TYPE: Modified True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

40. Stakeholders are people who are also affected or whose involvement you need to resolve the matter. _________________________

POINTS: 1

REFERENCES: Problem-Solving 6

QUESTION TYPE: Modified True / False

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

41. Briefly describe these three common problem-solving traps: positive outcome bias, the bandwagon effect, and a self-serving bias.

The bandwagon effect: Organizations develop a unique culture and set of values that favor certain actions and behaviors. When working in a company with a strong set of cultural norms, it is easy to adopt popular opinions and follow the expectations of others, which is called the bandwagon effect.

Avoid self-serving bias: A self-serving bias is anything that leads you to see the data as you most want it to appear. You might make decisions or pursue solutions that suit your personal preferences. When you start to work on a problem, ask yourself if a particular outcome, solution, or choice is especially appealing to you. If so, try to be aware of it as you proceed.

POINTS: 1

REFERENCES: Problem-Solving 16

QUESTION TYPE: Essay

HAS VARIABLES: False

TOPICS: Critical Thinking

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

42. Please describe the difference of solving a problem using a systematic approach versus an intuitive approach. In what type of situation is each method the most appropriate?

When you are systematic, you solve a problem in a methodical and organized manner. Systematic Problem-Solving takes a reasoned, rational approach and is appropriate for larger, more complicated problems or situations that involve a lot of risk.

When you solve a problem intuitively, you react immediately and instinctively, without following a particular procedure. This reactive approach is well suited to situations where you need to make a quick decision or solve a routine problem. In those cases, you can often use your common sense to decide on a solution.

POINTS: 1

REFERENCES: Problem-Solving 2

QUESTION TYPE: Essay

HAS VARIABLES: False

TOPICS: Critical Thinking

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

Please identify the letter of the choice that best matches the term below.

a. resource

b. type of information

REFERENCES: Problem-Solving 5

QUESTION TYPE: Matching

HAS VARIABLES: False

DATE CREATED: 5/3/2016 3:59 PM

DATE MODIFIED: 5/3/2016 3:59 PM

43. print

POINTS: 1

44. primary

POINTS: 1

45. interviews

POINTS: 1

46. informal

POINTS: 1

47. information found in a magazine

POINTS: 1