Question

Question 1

When actual performance falls outside an acceptable range of variation, it is termed a(n) ________.

significant deviation

acceptable deviation

large deviation

insignificant deviation

Question 2

This is the primary reason for why managers often travel long distances to have a face-to-face meeting with someone.

Most communication is done through body language.

It shows respect.

Other forms of communication have security concerns.

It communicates a sense of power, rank, and mobility.

Question 3

Value is any aspect of a product that customers ________ in the product.

notice

want to see

will pay for

like or admire

Question 4

The great advantage of a written message is that it ________.

is unambiguous

is informal

provides a permanent record

is easy to provide feedback for

2 points

Question 5

U.S. managers tend to rely on this style of communication.

formal and written

verbal and informal

verbal and formal       

informal and unwritten

Question 6

Everything a manager does involves communication.

True

False

Question 7

A management information system (MIS) provides managers with ________ data.

raw

unanalyzed

analyzed and processed

numerical

Question 8

________ is a measure of how readily a company can use its assets to generate profits.

Activity

Profitability

Liquidity

Leverage

Question 9

One advantage of a written communication is that it provides a record of the information.

True

False

Question 10

Control is the process of monitoring and evaluating activities to ensure that they are being accomplished as planned.

True

False

Question 11

A ________ is the actual physical product encoded by the source.

Source

Thought

Message

Channel

Question 12

Annual losses from organizational theft and fraud amount to about ________ per worker.

$500

$6000

$2500

$4500

Question 13

McDonald’s recently made productivity gains by cutting the ________.

weight of an order of French fries

wages of workers

time it takes to make French fries

time workers were trained

Question 14

Since Deming first proposed his 14 points for improving productivity, his prescriptions have ________.

been confirmed for U.S. workers only

been confirmed repeatedly

been largely discredited

fallen into disuse

Question 15

MBWA stands for management by ________.

walking around

work area

work action

written action             

Question 16

Along the grapevine, ________.

good news travels fastest

good news travels slowest

bad news travels fastest

bad news travels slowly

Question 17

Value is created during the process of ________.

inputs being stored

outputs being measured

operations being controlled

inputs being converted into outputs

Question 18

Which kind of control takes place after the actual work has been carried out?

feedback

concurrent

forward

feedforward

Question 19

This is the primary goal of active listening.

avoiding premature judgments or interpretations of the speaker’s message

developing empathy with the speaker

understanding the full meaning of the speaker’s message

focusing on the speaker

Question 20

The manager has control over all three components of customer service interactions.

True

False

Question 21

When a budget is formulated, it is being used as a(n) ________ tool.

controlling

planning

leadership

organizing

Question 22

W. Edwards Deming thought that ________ the key to productivity.

managers were

controlling costs was

both managers and workers were

workers were

Question 23

A car company that puts more effort into measuring quality than total units sold most likely wants to excel at ________.

customer satisfaction

employee satisfaction

efficiency       

cost per unit

Question 24

A drawback to instant messaging is that it creates security problems.

True

False

Question 25

The ________ is the series of work actions that add value to a product as it is being transformed from inputs to finished product.

value chain

output chain

supply chain

input chain

Question 26

With respect to planning, Deming believed that ________ was most important for productivity.

long-term planning

short-term planning

medium-term planning

flexible planning

Question 27

The difference between male and female styles of communication exists ________.

only in western cultures

only in the United States

in every culture

only in Asian cultures

Question 28

With respect to product quality, Deming believed that a company should never ________.

put quality ahead of profits

be satisfied with its current level of quality

pay more attention to quality than to price

try to fix a product if it “ain’t broke”

Question 29

Control is the only managerial function that allows managers to make sure that organizational goals are being met.

True

False

Question 30

Firewalls, data backup, and encryption help prevent security breaches in organizations.

True

False

Question 31

In the Six Sigma system, this is the highest level of quality.

Zero Sigma

One Sigma

Four Sigma

Six Sigma

Question 32

A spelling mistake in a message is an example of ________.

a decoding error

an encoding error

a receiver error

a transmission error

Question 33

A business model is ________.

a competitor that a company seeks to emulate

a strategic design for how a company intends to make profit

a theoretical ideal that a company seeks to emulate

 an unrelated organization whose practices a company seeks to emulate

Question 34

________ management oversees the transformation process that converts resources such as labor and raw materials into finished goods and services.

Control

Systems

Planning

Operations

Question 35

Immediate corrective action is designed ________.

to get performance back on track

to punish employees for poor performance

to shake up an organization

to get to the root cause of a problem

Question 36

________ is the process of managing the sequence of activities and information along the entire value chain for a product.

Supply chain management

Supply management

Value chain management

Customer management

Question 37

Which of the following is a disadvantage of written communication?

vague

time-consuming

not permanent

hard to store

Question 38

Controlling is the ________ in the management process.

final step

most important step

first step

least important step

Question 39

The channel is the ________.

actual physical product from the source that conveys a purpose

person who sends the message

person who receives the message

medium that the messages travels through

Question 40

Feedback is a response that confirms a message.

True

False

Question 41

Where did the modern era of manufacturing primarily begin?

the coal industry

southern cotton plantations

northeastern textile mills

Detroit automobile factories

Question 42

An example of nonverbal communication is ________.

a smile

a whisper

a voice mail

an email

Question 43

________ is a measure of an organization’s ability to meet its current debt obligations.

Activity

Leverage

Liquidity        

Profitability

Question 44

Japanese managers tend to rely on this style of communication.

verbal and formal

formal and unwritten

informal and verbal

formal and written

Question 45

The control management function ensures that ________ in an organization.

goals are set

goals are met

plans are realistic

plans are made

Question 46

Which action best shows a speaker that you are paying close attention?

smooth transitioning from listener to speaker

direct eye contact

avoiding overtalking

avoiding interruptions of the speaker

Question 47

Henry Ford basing his assembly line on practices he viewed in Chicago slaughterhouses is an example of benchmarking.

True

False

Question 48

When a budget is used for controlling, it provides ________ against which resource consumption can be compared.

flexible standards

quantitative standards

nonnumerical standards

qualitative standards

Question 49

An advantage of management by walking around is ________.

objectivity

personal contact

obtrusiveness

perceptual biases

Question 50

Feedback ________.

must be written

must be spoken

can be spoken, nonverbal, or written

can be spoken, verbal, or oral

Question 51

A bus company is a ________ organization because its product is ________.

manufacturing; buses

service; transportation

manufacturing; transportation

service; buses

 

 

Required: 350- to 700-word paper summarizing the basics of that viewpoint including highlighting at least one of the key figures related to that viewpoint.

 

Quality-Management Viewpoint

 

In 1971, in his book Wheels, author Arthur Hailey advised Americans not to buy cars that were assembled on Mondays or Fridays—days when cars supposedly suffered from quality problems because they were put together when absenteeism and hangovers were highest among dissatisfied autoworkers. Although cars are not built all in one day (various parts are built at different times) and are not stamped with a “birth date,” Hailey’s claim reinforced the notion that, despite the efforts of quantitative management, the American cars produced on those days were the most shoddily made of what were coming to look like generally shoddy products.

The energy crisis of the 1970s showed different possibilities, as Americans began to buy more fuel-efficient, better-built cars made in Japan. Today the average American car lasts much longer than it used to, and some U.S. cars are equal or superior to the best foreign competitors—for example, the 2014 Cadillac CTS 3.6 beat the 2014 Mercedes-Benz E350, according to one automotive review.53

Although not a “theory” as such, the quality-management viewpoint, which includes quality control, quality assurance, and total quality management, deserves to be considered because of its impact on contemporary management perspectives.

Quality Control & Quality Assurance

Quality refers to the total ability of a product or service to meet customer needs. Quality is seen as one of the most important ways of adding value to products and services, thereby distinguishing them from those of competitors. Two traditional strategies for ensuring quality are quality control and quality assurance.

Quality ControlQuality control is defined as the strategy for minimizing errors by managing each stage of production. Quality control techniques were developed in the 1930s at Bell Telephone Labs by Walter Shewart, who used statistical sampling to locate errors by testing just some (rather than all) of the items in a particular production run.

Quality Assurance Developed in the 1960s, quality assurance focuses on the performance of workers, urging employees to strive for “zero defects.” Quality assurance has been less successful because often employees have no control over the design of the work process.

TQM: What It Is From the work of Deming and Juran has come the strategic commitment to quality known as total quality management. Total quality management (TQM) is a comprehensive approach—led by top management and supported throughout the organization—dedicated to continuous quality improvement, training, and customer satisfaction.

The four components of TQM are as follows:

1.  Make continuous improvement a priority. TQM companies are never satisfied. They make small, incremental improvements an everyday priority in all areas of the organization. By improving everything a little bit of the time all the time, the company can achieve long-term quality, efficiency, and customer satisfaction.

2.  Get every employee involved. To build teamwork, trust, and mutual respect, TQM companies see that every employee is involved in the continuous improvement process. This requires that workers must be trained and empowered to find and solve problems.

3.  Listen to and learn from customers and employees. TQM companies pay attention to their customers, the people who use their products or services. In addition, employees within the companies listen and learn from other employees, those outside their own work areas.

4.  Use accurate standards to identify and eliminate problems. TQM organizations are always alert to how competitors do things better, then try to improve on them—a process known as benchmarking. Using these standards, they apply statistical measurements to their own processes to identify problems.

Why Total Quality Management Is Important: The total quality management viewpoint emphasizes infusing concepts of quality throughout the total organization in a way that will deliver quality products and services to customers. The adoption of TQM helped American companies deal with global competition.

Raymond Cohen, a culture theorist, states that “No amount of professional training in later life can wipe away the deep-seated assumptions of childhood.” What are your thoughts on Cohen’s statement? What impact might this have on conflict resolution?

Need 4 pages by tommorrow 10pm central time!

Textbook pages and assignment attached.

 

Book Reference: Cheeseman, H. R. (2013). The legal environment of business and online commerce: Business ethics, e-commerce,regulatory, and international issues (7th ed.). Upper Saddle River, NJ: Prentice Hall.

 

Thank you!