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

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