Test Bank Docx + Effective Communication and IT + Ch13

Essentials of Contemporary Management, 8e (Jones)

Chapter 13 Effective Communication and IT Management

1) The sharing of information between two or more people in order to reach a common understanding is known as negotiation.

Difficulty: 1 Easy

Topic: Communication

Learning Objective: 13-01 Explain why effective communication helps an organization gain competitive advantage.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

2) The feedback phase of the communication process is initiated by the original sender (who becomes a receiver).

Difficulty: 1 Easy

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

3) The sharing of information by means of facial expressions or body language is known as subliminal communication.

Difficulty: 1 Easy

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

4) The amount of information that a communication medium can carry is known as information richness.

Difficulty: 1 Easy

Topic: Information Richness

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

5) Data and information both communicate a great deal of useful knowledge to the end user.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

6) Information that reflects current conditions in the organization or in the external world is called synchronized information.

Difficulty: 1 Easy

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

7) Product life cycle is the way demand for a product changes in a predictable pattern over time.

Difficulty: 1 Easy

Topic: Technology

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Remember

AACSB: Technology

Accessibility: Keyboard Navigation

8) The mainframe is the master computer that controls the operations of all the other types of computers and digital devices as needed and can link them into one integrated system.

Difficulty: 1 Easy

Topic: Technology

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Remember

AACSB: Technology

Accessibility: Keyboard Navigation

9) A decision support system gives managers a model-building capability and so provides them with the ability to manipulate information in a variety of ways.

Difficulty: 1 Easy

Topic: Management Information Systems (MIS)

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Remember

AACSB: Technology

Accessibility: Keyboard Navigation

10) A computer system that uses human knowledge to solve problems that ordinarily require humans to solve them is known as an expert system.

Difficulty: 1 Easy

Topic: Management Information Systems (MIS)

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Remember

AACSB: Technology

Accessibility: Keyboard Navigation

11) The sharing of information between two or more people in order to reach a common understanding is known as

A) transmitting.

B) encoding.

C) communication.

D) planning.

Difficulty: 1 Easy

Topic: Communication

Learning Objective: 13-01 Explain why effective communication helps an organization gain competitive advantage.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

12) The goal of communication is to

A) enable self-expression.

B) get things done.

C) create a common language.

D) reach a common understanding.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-01 Explain why effective communication helps an organization gain competitive advantage.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

13) In order to increase efficiency and improve quality, managers need

A) effective communication.

B) to dominate their subordinates.

C) to beat the competition.

D) a unique and special ability.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-01 Explain why effective communication helps an organization gain competitive advantage.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

14) In the communication process, information is shared between two or more individuals or groups in the ________ phase.

A) transmission

B) encoding

C) filtering

D) sending

Difficulty: 1 Easy

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

15) In the communication process, a common understanding is assured in the ________ phase.

A) sending

B) filtering

C) encoding

D) feedback

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

16) In the transmission phase of communication, the person who wishes to share information with someone else is known as the

A) receiver.

B) messenger.

C) decoder.

D) sender.

Difficulty: 1 Easy

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

17) In the transmission phase of the communication process, the information that a sender wants to share is known as the

A) feedback.

B) text.

C) message.

D) data.

Difficulty: 1 Easy

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

18) In the transmission phase of the communication process, the sender translates the message into symbols or language, a process known as

A) broadcasting.

B) encoding.

C) deciphering.

D) sending.

Difficulty: 1 Easy

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

19) Anything that hampers any stage of the communication process is known as

A) a code.

B) feedback.

C) fuzz.

D) noise.

Difficulty: 1 Easy

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

20) In the communication process, a receiver is

A) the person or group for which the message is intended.

B) a mechanism programmed to serve as a recipient for data.

C) any medium through which messages can be transmitted.

D) one who encodes messages for transmission.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

21) The pathway through which an encoded message is transmitted to a receiver is known as the

A) data.

B) feedback.

C) medium.

D) network.

Difficulty: 1 Easy

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

22) The process by which the receiver interprets and tries to make sense of the message is known as

A) encoding.

B) unscrambling

C) feedback.

D) decoding.

Difficulty: 1 Easy

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

23) The sender and receiver reverse their roles, with the receiver now becoming a sender, in the ________ phase.

A) transmission

B) encoding

C) decoding

D) feedback

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

24) The difference between the transmission and the feedback phases of communication is that in the

A) transmission phase, communication requires a medium.

B) feedback phase, the receiver becomes a sender.

C) transmission phase, communication requires encoding.

D) feedback phase, the sender transmits a message.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

25) Though they are all Americans, the members of the design team—Bethany, Rajiv, Nguyen, and Chantelle—all come from different cultures, and this sometimes causes misunderstandings. Which of the following examples demonstrates the best and more efficient way for the team to avoid such misunderstandings when communicating with each other?

A) Bethan and Nguyen work together on developing a common vocabulary.

B) Chantelle learn as much as possible Rajiv's culture and ways of communicating.

C) Nguyen restates in his own words what he thinks Chantelle has said.

D) The whole group engages in a discussion with the aim of determining what each person finds offensive.

Difficulty: 3 Hard

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

26) Verbal communication is the use of ________ to encode a message.

A) words in the spoken form only

B) symbolic language, such as facial expressions,

C) words, whether written or spoken,

D) symbolic language, such as style of dress,

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

27) A trend in nonverbal communication on the part of managers is to

A) dress informally in order to communicate the idea that all employees are on the same team.

B) send messages about teamwork and equality using the medium of spoken language.

C) dress formally, in a suit and tie, as a way of communicating the idea of equality.

D) send messages, through the medium of written language, about the importance of teamwork.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

28) The difference between verbal and nonverbal communication is that nonverbal communication does not use

A) messages.

B) a medium.

C) words.

D) a language.

Difficulty: 2 Medium

Topic: Information Richness

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

29) The amount of information that a communication medium can carry is known as information

A) overload.

B) richness.

C) capacity.

D) density.

Difficulty: 1 Easy

Topic: Information Richness

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

30) In choosing a communication medium for any message, managers need to consider three factors: information richness,

A) time, and the need for confidentiality.

B) cost, and the need for confidentiality.

C) time, and the need for a paper trail.

D) cost, and the need for a paper trail.

Difficulty: 2 Medium

Topic: Information Richness

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

31) Of the four basic types of communication media in an organizational environment, impersonal written communication is the least rich. The other three are (in order of media richness, from most rich to least rich):

A) face-to-face communication, personally addressed written communication, and spoken communication electronically transmitted.

B) spoken communication electronically transmitted, face-to-face communication, and personally addressed written communication.

C) face-to-face communication, spoken communication electronically transmitted, and personally addressed written communication.

D) spoken communication electronically transmitted, personally addressed written communication, and face-to-face communication.

Difficulty: 2 Medium

Topic: Information Richness

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

32) A face-to-face communication technique that involves a manager talking informally with employees is known as

A) total quality management.

B) management by objectives.

C) open-book management.

D) management by wandering around.

Difficulty: 1 Easy

Topic: Information Richness

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

33) With technology changing rapidly and more employees working from remote locations, some experts suggest that by the late 2010s, management by wandering around has evolved into management by

A) face-to-face communication.

B) daily check-in.

C) electronically transmitted spoken communication.

D) weekly check-in.

Difficulty: 2 Medium

Topic: Information Richness

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

34) An increasingly popular medium that offers some of the advantages of face-to-face communication while saving time and money is

A) email.

B) blogging.

C) social networking.

D) videoconferencing.

Difficulty: 2 Medium

Topic: Information Richness

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

35) The growth in the popularity of email has enabled many managers and employees to become

A) independent.

B) telecommuters.

C) proficient.

D) encoders.

Difficulty: 2 Medium

Topic: Information Richness

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

36) The best example of impersonal written communication would be a(n)

A) text message from a supervisor to a specific subordinate.

B) emailed companywide announcement of procedural changes.

C) text message from a supervisor to several subordinates.

D) email to company managers soliciting their input.

Difficulty: 3 Hard

Topic: Information Richness

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

37) Lana is an executive at a company with locations across the country. She needs to educate managers in these various offices about an update the company has made to its data storage process. The topic is not particularly sensitive, but it is complicated and technical, with numerous opportunities for misunderstanding or misinterpretation. Taking into account the various factors a manager should consider when choosing a communication medium, what is the best option for Lana?

A) to hold a series of face-to-face meetings with the manager in each city so she can demonstrate the new process, then send a group email with step-by-step instructions

B) to conduct a videoconference with the whole group so she can demonstrate the new process and answer questions, then send a follow-up group email

C) to send individual email messages containing step-by-step instructions, then make individual telephone calls to each manager to ensure they understand the process

D) to make a telephone call to each team member so she can explain the process and answer questions, then send an individual email message with answers to each of that managers questions

Difficulty: 3 Hard

Topic: Information Richness

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

38) Despite its advantages, face-to-face communication has two important disadvantages, which are the

A) unplanned nature of it and the lack of a paper or electronic trail.

B) amount of time it takes and the lack of a paper or electronic trail.

C) unplanned nature of it and the lack of information richness.

D) amount of time it takes and the lack of information richness.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

39) Among the advantages of spoken communication transmitted over phone lines or via the Internet are the ability to

A) convey large amounts of information and ensure mutual understanding.

B) ensure the highest possible level of interaction, as well as mutual understanding.

C) convey large amounts of information and leave a permanent record of the communication.

D) ensure the highest possible level of interaction and leave a permanent record of the communication.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

40) The greatest benefit of impersonal written communication is the ability to

A) ensure a high degree of information richness.

B) convey complex information on sensitive topics.

C) obtain feedback almost instantaneously.

D) reach a large number of receivers.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

41) The most significant negative consequence of information overload is that

A) senders have a sense that they are providing widespread education.

B) receivers fail to distinguish between the important and the trivial.

C) senders are able to communicate directly with a large audience.

D) receivers end up with a bewildering array of knowledge.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

42) The difference between a blog and a social networking site is that

A) unlike blogs, social networking sites make it possible for users to post information, comments, and opinions to which others can respond.

B) unlike social networking sites, blogs give users the ability to reach large numbers of readers around the world with a variety of information, comments, and opinions.

C) social networking sites enable every user to be a potential sender and receiver of information, while blogs are more limited.

D) blogs provide users with the ability to interact in real time with readers around the world, and to share ideas with them, while social networking sites do not.

Difficulty: 3 Hard

Topic: Communication

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

43) The term data is best defined as a set of facts that

A) are organized in a meaningful fashion.

B) have not been summarized or analyzed.

C) are available to a variety of users.

D) have been collected from various sources.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

44) The term information is best defined as facts that have been

A) collected from a variety of sources.

B) organized according to source.

C) collected using specific methods.

D) organized in a meaningful fashion.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

45) Kasim is preparing for an important meeting, and tells his assistant, Toni, that he needs information regarding the company's recent financial performance. This information must be of the highest possible quality and usefulness, he says. To meet his requirement, what should Toni provide him with?

A) receipts, bills of lading, check stubs, and other documentation to account for each sale and expenditure

B) spreadsheets containing detailed data on sales and profits day by day

C) a white paper in which she lays out the company's overall financial picture

D) graphs showing revenues and profits for the past four quarters

Difficulty: 3 Hard

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Apply

AACSB: Knowledge Application

Accessibility: Keyboard Navigation

46) Tamora and her work team are preparing a set of graphs and charts showing their company's performance over the past four quarters as compared with that of their three leading competitors. This is an example of

A) data.

B) information.

C) systems.

D) facts.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

47) Frequently updated information that reflects current changes in business conditions is called ________ information.

A) timely

B) on-time

C) real-time

D) time-sensitive

Difficulty: 1 Easy

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

48) The management at Sea Bass Fishing Charters, which has several facilities on the Florida coast, is considering opening a new one in Cocoa Beach. Before doing so, they need to look at figures on the number of customers there who chartered fishing boats—as opposed to boats for sightseeing or other purposes—last year. This is an example of the need for ________ information.

A) timely

B) relevant

C) complete

D) quality

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

49) The set of methods or techniques used to acquire, organize, store, manipulate, and transmit information is known as

A) management information systems (MIS).

B) information technology (IT).

C) management in technology (MIT).

D) information systems (IS).

Difficulty: 1 Easy

Topic: Technology

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Remember

AACSB: Technology

Accessibility: Keyboard Navigation

50) Information technology (IT) is best defined as a set of

A) computing principles applicable to end users in a network.

B) techniques or methods used for setting up networks or senders and receivers.

C) computing principles applicable to main-frame and networking systems.

D) techniques or methods used for obtaining, processing, and sending information.

Difficulty: 2 Medium

Topic: Technology

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

51) A specific form of IT that managers use in order to have access to the specific information they need to perform their job effectively is known as ________ systems.

A) decision support

B) management information

C) decision analysis

D) management analysis

Difficulty: 1 Easy

Topic: Technology

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Remember

AACSB: Technology

Accessibility: Keyboard Navigation

52) All About Town is a chain of clothiers with locations in malls around the country. It maintains records on the average customer traffic at each location month by month, as well as sales at each facility, net profits for each, and so on. This type of recordkeeping is an example of a(n) ________ system.

A) management information

B) information technology

C) decision support

D) artificial intelligence

Difficulty: 3 Hard

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Apply

AACSB: Technology

Accessibility: Keyboard Navigation

53) The quality of information is determined by its

A) timeliness and reliability.

B) accuracy and reliability.

C) timeliness and detail.

D) accuracy and detail.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

54) Barry is an analyst for Sunshine Groves and Cannery, which sells canned fruit products. One of his jobs is to keep track of weather reports, with a particular focus on predicted tropical storms and hurricanes, because the management at Sunshine Fruit particularly needs ________ information.

A) quality

B) complete

C) relevant

D) timely

Difficulty: 3 Hard

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

55) The four factors that determine the usefulness of information to managers are quality, timeliness, ________, and relevance.

A) completeness

B) variety

C) detail

D) consistency

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

56) Managers need information in order to do three things: ________ the organization's activities.

A) keep abreast of changes, and control and coordinate

B) make effective decisions, and control and coordinate

C) keep abreast of changes, and qualify and quantify

D) make effective decisions, and qualify and quantify

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

57) In her capacity as an analyst for Hardy Brothers, which sells living room and bedroom suits to retail consumers, Terri monitors a wide variety of information from worldwide sources. Her focus is on issues that affect pricing, in particular the availability and cost of various types of wood, cloth, and other materials. This is an example of the fact that managers need information in order to

A) make effective decisions.

B) control the activities of the organization.

C) monitor the marketplace.

D) coordinate the company's activities.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

58) The management of Antonio's Pizzeria, a nationwide chain, has set a goal regarding average delivery time for its drivers. Over the next six months, data comes in from stores all over the country, and once it has been processed into information, the company leadership reviews it and sees how well various stores are doing at meeting companywide goals. Using its findings, they will reward some local managers and drivers for exceeding the goals, and they will encourage others to pick up the pace. This is an example of the fact that management needs information in order to

A) make effective decisions.

B) control the activities of the organization.

C) monitor the marketplace.

D) coordinate the company's activities.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

59) Vanderbilt Imperial Hotels is a luxury chain with facilities and resorts at some forty locations across the United States. Every day, its housekeeping staff changes enough sheets to cover several baseball stadiums, its bell staff transports a volume of luggage that would fill a few jumbo jets, and its wait staff serves prodigious quantities of food. Yet as important as all this physical work is, the whole chain would break down without management making sure that each location has the resources it needs to meet the challenges of each day. This is an example of the fact that management needs information in order to

A) make effective decisions.

B) control the activities of the organization.

C) monitor the marketplace.

D) coordinate the company's activities.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

60) The way that demand for a product changes in a predictable pattern over time is known as the ________ cycle.

A) product maturity

B) marketing development

C) product life

D) marketing fluctuation

Difficulty: 2 Medium

Topic: Technology

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Remember

AACSB: Technology

Accessibility: Keyboard Navigation

61) The product life cycle is the way that ________ over time.

A) the supply of a product changes in predictable patterns

B) technological developments alter the design of particular products

C) demand for a product changes in predictable patterns

D) technological developments create new design challenges

Difficulty: 2 Medium

Topic: Technology

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

62) The stages of the product life cycle are

A) design, growth, maturity, and obsolescence.

B) embryonic, growth, and decline.

C) design, maturity, and obsolescence.

D) embryonic, growth, maturity, and decline.

Difficulty: 2 Medium

Topic: Technology

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

63) In the product life cycle, a product has yet to gain widespread acceptance, the customers are unsure what it product has to offer, and demand for it is minimal in the ________ stage.

A) embryonic

B) introduction

C) rollout

D) unveiling

Difficulty: 2 Medium

Topic: Technology

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Remember

AACSB: Technology

Accessibility: Keyboard Navigation

64) In the product life cycle, many consumers are entering the market and buying the product for the first time and demand increases rapidly in the ________ stage.

A) acceleration

B) maturity

C) demand

D) growth

Difficulty: 2 Medium

Topic: Technology

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Remember

AACSB: Technology

Accessibility: Keyboard Navigation

65) Hashimodo Technologies has enjoyed enormous success with its ID Touch Phone, which spurred brisk sales by first-time buyers for several years. Today, brand-name recognition is over 80 percent, and sales remain strong because existing users continue to purchase replacements. The CEO, Mr. Matsui, believes that in light of its profitability, improvements on the ID Touch Phone should remain the focal point of the company's efforts in coming years. However, his son Jiro, still just a junior manager, takes issue with this and says that Hashimodo should put all the resources it can into new product development, even if doing so results in losses for the next few quarters. Most likely Jiro is

A) right, because the ID Touch Phone is clearly obsolete, and its sales are likely to diminish in the near future.

B) wrong, because the company cannot afford to shift its focus from its winning number-one product.

C) right, because the ID Touch Phone has reached a point where its customer base is no longer expanding.

D) wrong, because the company cannot afford to experience several quarters of losses.

Difficulty: 3 Hard

Topic: Technology

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Apply

AACSB: Technology

Accessibility: Keyboard Navigation

66) When demand for a product has peaked and there are relatively few first-time buyers, the product has entered the ________ stage of the product life cycle.

A) maturity

B) decline

C) saturation

D) peak

Difficulty: 2 Medium

Topic: Technology

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

67) When advancing technology makes old products obsolete, the ________ stage of the product life cycle has begun.

A) maturity

B) obsolescence

C) decline

D) seniority

Difficulty: 2 Medium

Topic: Technology

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

68) In today's office environment, the term network is best identified as

A) a group of interlinked computers that exchange information.

B) the relationship between the organization and its customer base.

C) a number of computers that together feed in to a common system.

D) the company's website, as well as its telephone system.

Difficulty: 2 Medium

Topic: Technology

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

69) In today's office environment, a group of interlinked computers that exchange information are collectively referred to as a(n)

A) network.

B) conglomerate.

C) Ethernet.

D) medium.

Difficulty: 1 Easy

Topic: Technology

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

70) Personal computers and laptops, connected through Ethernet in a network, are known as

A) servers.

B) customers.

C) satellites.

D) clients.

Difficulty: 2 Medium

Topic: Technology

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Remember

AACSB: Technology

Accessibility: Keyboard Navigation

71) Client computers that are linked directly to a server constitute a

A) local area network (LAN).

B) management information system (MIS).

C) wide area network (WAN).

D) management network system (MNS).

Difficulty: 2 Medium

Topic: Technology

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Remember

AACSB: Technology

Accessibility: Keyboard Navigation

72) The best explanation for the difference between operating system software and application software is that operating system software

A) is developed for a specific purpose, and application software tells the hardware how to run.

B) has to be operated by certified professionals, whereas anyone can use application software.

C) tells the hardware how to run, and application software is developed for a specific purpose.

D) can run on its own, whereas application software requires an operating system.

Difficulty: 2 Medium

Topic: Technology

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

73) Since the mid-1990s, many brick-and-mortar stores have seen a decline in sales while many online retailers have prospered. This situation is best identified as an example of the fact that

A) when change comes, one can never predict who the winners and losers will be.

B) the companies that adapt to the latest IT developments are the ones that win out in the long run.

C) advancing IT has provided a great number of jobs in the customer-service industries.

D) some companies have benefited from advancing IT, while others have been threatened by it.

Difficulty: 3 Hard

Topic: Technology

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Apply

AACSB: Technology

Accessibility: Keyboard Navigation

74) From the 1850s until the 1960s, the only real management information system was the organizational hierarchy. Which of the following best describes this system?

A) Managers used the railroads to travel to headquarters on a semiannual basis in order to report in to company leadership regarding the activities of employees.

B) A multi-tiered structure of reporting levels and system checks provided for a regular flow of information between managers and employees.

C) Telegraph lines connected offices in various cities, making it possible for railroad superintendents and other leadership to receive real-time information.

D) Reports went up the management chain, then decisions were made at the top and relayed back down the chain to employees.

Difficulty: 3 Hard

Topic: Management Information Systems (MIS)

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

75) Changes in meaning that occur as information passes through a series of senders and receivers are referred to collectively as

A) data corruption.

B) information overload.

C) data misinterpretation.

D) information distortion.

Difficulty: 2 Medium

Topic: Management Information Systems (MIS)

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Remember

AACSB: Technology

Accessibility: Keyboard Navigation

76) A computer system that is designed to handle a large volume of routine and recurring transactions is called a(n) ________ system.

A) decision support

B) artificial intelligence

C) transaction-processing

D) operations information

Difficulty: 1 Easy

Topic: Management Information Systems (MIS)

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Remember

AACSB: Technology

Accessibility: Keyboard Navigation

77) When a supermarket uses technology to record the sale of items and track inventory levels, this is an example of a(n) ________ system.

A) operations information

B) transaction-processing

C) decision support

D) e-commerce

Difficulty: 2 Medium

Topic: Management Information Systems (MIS)

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Apply

AACSB: Technology

Accessibility: Keyboard Navigation

78) Wings Over America, an airline with flights connection 62 U.S. cities, uses technology to keep track of how many flights were on time over a given period, as well as average revenues and profits per passenger, flight, and airport. This is an example of a(n) ________ system.

A) enterprise resource planning

B) transaction-processing

C) decision support

D) operations information

Difficulty: 3 Hard

Topic: Management Information Systems (MIS)

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Apply

AACSB: Technology

Accessibility: Keyboard Navigation

79) For years, the Louie Parola car dealership has been dividing its advertising budget between the top four television stations in the city. Now, the company managers, Jan, Lucian, and Alejandro, are considering various scenarios for redistributing the company's advertising dollars in order to capture various new markets. What will help Jan, Lucian, and Alejandro make the best possible decision?

A) a market analysis performed by an outside company that knows the area, but has little experience with car dealerships

B) an information system that gives them raw data on sales, costs, and profits for automobile dealerships and other companies that have advertised with each station.

C) the type of software that can perform functions akin to watching and learning, so it can quickly respond to car buyers' feedback without requiring the three managers' input

D) a set of models based on demographics, viewership, and other data so that they can run and compare a variety of scenarios using different advertising options

Difficulty: 3 Hard

Topic: Management Information Systems (MIS)

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Apply

AACSB: Technology

Accessibility: Keyboard Navigation

80) When software programs are able to "watch" a manager sort through data and "learn" that manager's preferences when reviewing such information, this is an example of a(n) ________ system.

A) expert

B) decision support

C) artificial intelligence

D) enterprise resource planning

Difficulty: 2 Medium

Topic: Management Information Systems (MIS)

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Apply

AACSB: Technology

Accessibility: Keyboard Navigation

81) A system that makes use of human knowledge embedded in computer software to solve problems that ordinarily require human expertise is known as a(n) ________ system.

A) expert

B) intelligent

C) sentient

D) learning

Difficulty: 2 Medium

Topic: Management Information Systems (MIS)

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

82) A system that gives managers a model-building capability and provides them with the ability to manipulate information in a variety of ways in order to make nonprogrammed judgments is a(n) ________ system.

A) decision support

B) artificial intelligence

C) expert

D) real-time

Difficulty: 2 Medium

Topic: Management Information Systems (MIS)

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Remember

AACSB: Technology

Accessibility: Keyboard Navigation

83) A system that gathers comprehensive data, organizes it, and summarizes it in ways that are useful to managers is known as a(n) ________ system.

A) transaction-processing

B) e-commerce

C) expert or artificial intelligence

D) operations information

Difficulty: 2 Medium

Topic: Management Information Systems (MIS)

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Remember

AACSB: Technology

Accessibility: Keyboard Navigation

84) The best way to describe the difference between a transaction-processing system and an operations information system is that a transaction-processing system processes routine transactions, whereas an operations information system provides

A) large amounts of data that can then be compiled in a meaningful format.

B) information managers can use in nonroutine decision-making and other kinds of tasks.

C) organizations with the ability to track various functions and divisions in real time.

D) models that help managers make better nonprogrammed decisions.

Difficulty: 3 Hard

Topic: Management Information Systems (MIS)

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

85) A multimode application software package that allows a company to link and coordinate the entire set of functional activities and operations necessary to move products from the initial design stage to the final customer stage is called a(n) ________ system.

A) decision support

B) e-commerce

C) enterprise resource planning

D) artificial intelligence

Difficulty: 2 Medium

Topic: Technology

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Remember

AACSB: Technology

Accessibility: Keyboard Navigation

86) Advanced Software Defense Systems sells a variety of products to protect against spyware, malware, viruses, and other dangers to computer users. Operating primarily from its website, it serves a range of clients, from large companies with full service package to individual users. This is an example of

A) B2B commerce.

B) e-commerce.

C) a B2B marketplace.

D) an e-commerce marketplace.

Difficulty: 3 Hard

Topic: Technology

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Apply

AACSB: Technology

Accessibility: Keyboard Navigation

87) Both e-commerce and business-to-customer (B2C) commerce involve the use of technology and the Internet; the difference is that e-commerce

A) involves trade between companies and between companies and individual customers, whereas B2C commerce only involves trades between companies and individual customers.

B) is exclusively related to the marketing of wholesale products, whereas B2C commerce involves the sale of both wholesale and retail products.

C) only involves trade between companies and individual customers, whereas B2C commerce involves trades between companies and individual customers, as well as trade between companies.

D) encompasses the sale of both wholesale and retail products, whereas B2C commerce involves only the sale of retail products.

Difficulty: 3 Hard

Topic: Technology

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

88) Business-to-business (B2B) commerce is best defined as trade that takes place between companies using technology and the Internet for the purpose of

A) meeting the demands of various companies along the supply chain.

B) enabling companies to gain a competitive advantage.

C) consolidating functions into as few companies as possible along the value chain.

D) linking and coordinating the value chains of different companies.

Difficulty: 3 Hard

Topic: Technology

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

89) Business-to-business (B2B) commerce increases profitability because it

A) reduces operating costs and may improve overall quality.

B) allows companies to make use of technology and the Internet.

C) reduces the number of companies in the supply chain and may improve overall quality.

D) allows companies to market their products directly to end users.

Difficulty: 2 Medium

Topic: Technology

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

90) To participate in B2B marketplaces, companies have to adopt a common

A) software standard so that they can meet international requirements.

B) set of ethical standards so that they can do business fairly and equitably.

C) software standard so that they can search for and share information with each other.

D) set of ethical standards so that they can keep out unfair competitors.

Difficulty: 2 Medium

Topic: Technology

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

91) Explain the importance of good communication in order for an organization to gain a competitive advantage.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-01 Explain why effective communication helps an organization gain competitive advantage.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

92) Briefly explain the communication process, including the phases, roles, and various factors involved. Demonstrate the process by describing a communicative interaction between two people in a business environment. Show how communication can be enabled or hindered.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

93) Briefly explain the role of nonverbal communication in the communication process, and give examples.

Nonverbal communication shares information by means of facial expressions, body language, and even style of dress. It can be used to back up or reinforce verbal communication. The congruence between verbal and nonverbal communication helps to ensure that a common understanding is reached. Sometimes when members of an organization decide not to express a message verbally, they inadvertently do so nonverbally. In certain cases, nonverbal communication is used to send messages that cannot be sent through verbal channels.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

94) Discuss the disadvantages of ineffective communication on an organization, and give examples of how ineffective communication can be harmful or even dangerous.

Since managers must communicate with others to perform their various roles and tasks, managers spend most of their time communicating, whether in meetings, in telephone conversations, through email, or in face-to-face interactions. Effective communication is so important that managers cannot just be concerned that they themselves are effective communicators; they also have to help their subordinates be effective communicators. When managers and other members of an organization are ineffective communicators, organizational performance suffers, and any competitive advantage the organization might have is likely to be lost. Moreover, poor communication sometimes can be downright dangerous and even lead to tragic and unnecessary loss of human life. For example, if the head of housekeeping at a hotel fails to communicate that certain cleaning agents release toxic fumes when mixed, the cleaning staff may face serious health consequences from their lack of clear knowledge.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-02 Describe the communication process.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

95) What are the three factors that managers need to consider when choosing a communication medium for a message?

1. The first and most important factor is the level of information richness that is needed. Information richness is the amount of information a communication medium can carry and the extent to which the medium enables the sender and receiver to reach a common understanding.

2. The second factor that managers need to take into account in selecting a communication medium is the time needed for communication, because managers' and other organizational members' time is valuable.

3. The third factor that affects the choice of a communication medium is the need for a paper or electronic trail or some kind of written documentation that a message was sent and received.

Difficulty: 2 Medium

Topic: Information Richness

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

96) Discuss the four basic types of communication media in order of information richness, from most rich to least rich, along with the relative advantages and disadvantages of each. Give examples of how and when each might be used most effectively.

Difficulty: 2 Medium

Topic: Information Richness

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

97) Discuss face-to-face communication, including its uses, advantages and disadvantages, and the most effective means of employing it.

Difficulty: 2 Medium

Topic: Information Richness

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

98) Discuss the dangers associated with the spread of electronic communication, including email abuse and information overload, and ways that managers can prevent such hazards. Give examples.

The use of email has been accompanied by growing abuse of email. To avoid email abuse, managers need to develop a clear policy specifying what company email can and should be used for and what is out of bounds. The electronic inboxes of many managers and workers are backlogged, and they rarely have time to read all the electronic work-related information available to them. The problem with such information overload is the potential for important information to be ignored or overlooked while tangential information receives attention. Moreover, information overload can result in thousands of hours and millions of dollars in lost productivity. While communication through social networks can be work related, some managers are concerned that employees are wasting time at work communicating with their personal group of acquaintances through these sites.

Difficulty: 3 Hard

Topic: Information Richness

Learning Objective: 13-03 Define information richness, and describe the information richness of communication media available to managers.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

99) Distinguish between data and information, and give a specific business example of each.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

100) Discuss the four factors that determine how useful information is to a manager.

• Quality: Accuracy and reliability determine the quality of information. The greater its accuracy and reliability, the higher is the quality of information. 
• Timeliness: Information that is timely is available when it is required to allow managers to make the optimal decision—not after the decision has been made. 
• Completeness: Information that is complete gives managers all the information they need to exercise control, achieve coordination, or make an effective decision. 
• Relevance: Information that is relevant is useful and suits a manager's particular needs and circumstances. Irrelevant information is useless and may actually hurt the performance of a busy manager who has to spend valuable time determining whether information is relevant.

Difficulty: 2 Medium

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

101) Identify the three reasons managers need information, and give examples of each.

• Much of management (planning, organizing, leading, and controlling) is about making decisions. For example, the marketing manager must decide what price to charge for a product, what distribution channels to use, and what promotional messages to emphasize to maximize sales.
• Managers achieve control over organizational activities by taking four steps: (1) They establish measurable standards of performance or goals; (2) they measure actual performance; (3) they compare actual performance against established goals; and (4) they evaluate the results and take corrective action if necessary.
• Coordinating department and divisional activities to achieve organizational goals is another basic task of management. As an example of the size of the coordination task that managers face, consider the coordination effort necessary to prepare between multiple meals for the guests of a major hotel chain.

Student examples will vary but should demonstrate an understanding of the three reasons managers need information.

Difficulty: 3 Hard

Topic: Communication

Learning Objective: 13-04 Articulate three reasons why managers must have access to information to perform their tasks and roles effectively.

Bloom's: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

102) Discuss the four stages of the product life cycle, and demonstrate these through examples.

Difficulty: 3 Hard

Topic: Management Information Systems (MIS)

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Apply

AACSB: Technology

Accessibility: Keyboard Navigation

103) Describe how networks enhance computing power.

Difficulty: 2 Medium

Topic: Management Information Systems (MIS)

Learning Objective: 13-05 Describe the advances in IT and their impact on management and business operations.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

104) Briefly examine the development of management information systems over the past century and a half. Begin with the organizational hierarchy system created by railroad management in the 1850s, including both its advantages and its ultimate disadvantages, and proceed to the simple systems of the 1960s through the much more advanced systems of the late twentieth and early twenty-first centuries.

Difficulty: 3 Hard

Topic: Management Information Systems (MIS)

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Understand

AACSB: Technology

Accessibility: Keyboard Navigation

105) Explain the contemporary state of management information systems, with a focus on artificial intelligence and expert systems, enterprise resource planning systems, and e-commerce. Demonstrate, using examples, how e-commerce works, with reference to B2B and B2C commerce, as well as B2B marketplaces.

Business-to-customer (B2C) commerce is trade that takes place between a company and individual customers using technology and the Internet.

Difficulty: 3 Hard

Topic: Management Information Systems (MIS)

Learning Objective: 13-06 Explain the differences between six different kinds of management information systems.

Bloom's: Apply

AACSB: Technology

Accessibility: Keyboard Navigation