Question 1

To receive ISO 9000 certification, companies must __________ and __________.

Accepted Answer

A)  apply for membership in the International Society for Operations (ISO); receive approval from the ISO membership committee 
B)  undergo extensive managerial training; be approved by the Management Development Institute 
C)  receive governmental approval to apply for the certification exam; have at least 90% of the employees pass the certification exam 
D)  increase sales for three years in a row; decrease customer complaints in each year 
E)  refine and upgrade quality in all operations; undergo a rigorous assessment by outside auditors 
A)  apply for membership in the International Society for Operations (ISO); receive approval from the ISO membership committee 
B)  undergo extensive managerial training; be approved by the Management Development Institute 
C)  receive governmental approval to apply for the certification exam; have at least 90% of the employees pass the certification exam 
D)  increase sales for three years in a row; decrease customer complaints in each year 
E)  refine and upgrade quality in all operations; undergo a rigorous assessment by outside auditors

Question 2

Providing individualised products quickly and with the production efficiencies once only associated with the mass production of uniform products can be accomplished by using techniques such as __________ and __________.

Accepted Answer

A)  lean production; individualised marketing 
B)  flexible manufacturing; supply chain customisation 
C)  agile manufacturing; mass customisation 
D)  quick process design; mass distribution management 
E)  None of the options listed are correct. 
A)  lean production; individualised marketing 
B)  flexible manufacturing; supply chain customisation 
C)  agile manufacturing; mass customisation 
D)  quick process design; mass distribution management 
E)  None of the options listed are correct.

Question 3

Explain why quality is important in operating a business.

Accepted Answer

The competitive demands of a global econ

Question 4

Natural environment conditions in the general environment include:

Accepted Answer

A)  social values regarding human rights and the natural environment, trends in education and demographic patterns. 
B)  general state of nature and conditions of the natural environment. 
C)  development and availability of technology in the environment, including scientific advancements. 
D)  philosophy and objectives of political parties, as well as laws and governmental regulations. 
E)  inflation, income levels, gross domestic product and unemployment. 
A)  social values regarding human rights and the natural environment, trends in education and demographic patterns. 
B)  general state of nature and conditions of the natural environment. 
C)  development and availability of technology in the environment, including scientific advancements. 
D)  philosophy and objectives of political parties, as well as laws and governmental regulations. 
E)  inflation, income levels, gross domestic product and unemployment.

Question 5

Harold, a digital media entrepreneur, made the following statement in a meeting with his key managers: 'We need to focus our attention on determining what our customers want, where they want it, and when they want it.' Based on this statement, Harold is most likely trying to build:

Accepted Answer

A)  a framework for management analysis. 
B)  a customer-driven organisation. 
C)  an information technology driven business. 
D)  a flexible organisation. 
E)  a rapidly growing digital media company. 
A)  a framework for management analysis. 
B)  a customer-driven organisation. 
C)  an information technology driven business. 
D)  a flexible organisation. 
E)  a rapidly growing digital media company.

Question 6

What is organisational culture and why is it important?

Accepted Answer

Organisational culture is the system of

Question 7

The use of __________ in the pursuit of competitive advantage is rapidly evolving with the support of information technology that allows organisations to maintain intense communication with customers as well as to gather and utilise data regarding the customers' needs and preferences.

Accepted Answer

A)  customer relationship management 
B)  value chain management 
C)  total quality management 
D)  supply chain management 
E)  internal customer management 
A)  customer relationship management 
B)  value chain management 
C)  total quality management 
D)  supply chain management 
E)  internal customer management

Question 8

As the newly appointed manager of one of the major divisions of a large company, Barbara stated that one of her objectives was to create a workplace environment that allows all kinds of people to reach their full potential in the pursuit of the division's objectives. Barbara's statement indicates that she is committed to:

Accepted Answer

A)  managing the natural environment. 
B)  management by objectives. 
C)  human resource management. 
D)  managing diversity. 
E)  impressing the company's top executives. 
A)  managing the natural environment. 
B)  management by objectives. 
C)  human resource management. 
D)  managing diversity. 
E)  impressing the company's top executives.

Question 9

A(n) __________ is a group of employees who meet regularly to discuss ways of improving the quality of their products or services.

Accepted Answer

A)  employee relations team 
B)  product development team 
C)  research and design department 
D)  focus group 
E)  quality circle 
A)  employee relations team 
B)  product development team 
C)  research and design department 
D)  focus group 
E)  quality circle

Question 10

The basic philosophy of __________ is that organisation members should never be satisfied with current performance.

Accepted Answer

A)  performance management 
B)  continuous improvement 
C)  performance appraisal 
D)  supply chain analysis 
E)  human resources management 
A)  performance management 
B)  continuous improvement 
C)  performance appraisal 
D)  supply chain analysis 
E)  human resources management

Question 11

Leaders at any level of the organisation should promote core values that:

Accepted Answer

A)  are known by all members of the organisation or group. 
B)  are accepted by everyone involved. 
C)  support key performance objectives. 
D)  All of the options listed 
E)  None of the options listed 
A)  are known by all members of the organisation or group. 
B)  are accepted by everyone involved. 
C)  support key performance objectives. 
D)  All of the options listed 
E)  None of the options listed

Question 12

Which of the following characteristics does NOT accurately describe the process of total quality management?

Accepted Answer

A)  Applying quality principles to all aspects of operations 
B)  Committing the organisation to the use of self-managing work teams 
C)  Committing the organisation to continuous quality improvement 
D)  Making quality principles a part of the organisation's strategic objectives 
E)  Striving to meet customers' needs by doing things right the first time 
A)  Applying quality principles to all aspects of operations 
B)  Committing the organisation to the use of self-managing work teams 
C)  Committing the organisation to continuous quality improvement 
D)  Making quality principles a part of the organisation's strategic objectives 
E)  Striving to meet customers' needs by doing things right the first time

Question 13

Which of the following would NOT be a condition in the general environment?

Accepted Answer

A)  Technological conditions 
B)  Economic conditions 
C)  Sociocultural conditions 
D)  Political-legal conditions 
E)  Extent and nature of competition 
A)  Technological conditions 
B)  Economic conditions 
C)  Sociocultural conditions 
D)  Political-legal conditions 
E)  Extent and nature of competition

Question 14

An investment firm is reviewing the performance of a small corporation, noting its track record in product innovation, the quality of work life of employees and the organisation's degree of involvement in environmental concerns. The investment firm seems to be interested in gathering information about which aspect of the company's culture?

Accepted Answer

A)  Displayed corporate culture 
B)  Profits 
C)  Core culture 
D)  Observable culture 
E)  Environmental concerns 
A)  Displayed corporate culture 
B)  Profits 
C)  Core culture 
D)  Observable culture 
E)  Environmental concerns

Question 15

__________ are specific consumer or client groups, individuals and organisations that purchase the organisation's goods and/or use its services.

Accepted Answer

A)  Employees 
B)  Competitors 
C)  Customers 
D)  Regulators 
E)  Suppliers 
A)  Employees 
B)  Competitors 
C)  Customers 
D)  Regulators 
E)  Suppliers

Question 16

Which of the following statements about a diverse workforce is NOT true?

Accepted Answer

A)  A diverse workforce makes good business sense in all contexts of organisational action. 
B)  A diverse workforce helps an organisation to better understand and serve the needs of the global marketplace. 
C)  A diverse workforce presents little management challenge in addressing various human resources issues. 
D)  A diverse workforce is best aligned with the needs and expectations of a diverse customer base. 
E)  A diverse workforce offers a rich pool of talents, ideas and viewpoints that are useful for solving the complex problems of highly competitive and often-uncertain environments. 
A)  A diverse workforce makes good business sense in all contexts of organisational action. 
B)  A diverse workforce helps an organisation to better understand and serve the needs of the global marketplace. 
C)  A diverse workforce presents little management challenge in addressing various human resources issues. 
D)  A diverse workforce is best aligned with the needs and expectations of a diverse customer base. 
E)  A diverse workforce offers a rich pool of talents, ideas and viewpoints that are useful for solving the complex problems of highly competitive and often-uncertain environments.

Question 17

Which one of the following statements does NOT accurately describe a practical implication of the concept of internal customers?

Accepted Answer

A)  Any job or function in the organisation represents an internal customer. 
B)  Any job or function is both a customer and a supplier. 
C)  Suppliers have the responsibility to deliver high-quality and on-time inputs to the next point in the workflow. 
D)  Internal customers refer only to jobs that are directly involved with the manufacture of a product. 
E)  Customers have the right to expect high-quality and on-time inputs from earlier points in the workflow. 
A)  Any job or function in the organisation represents an internal customer. 
B)  Any job or function is both a customer and a supplier. 
C)  Suppliers have the responsibility to deliver high-quality and on-time inputs to the next point in the workflow. 
D)  Internal customers refer only to jobs that are directly involved with the manufacture of a product. 
E)  Customers have the right to expect high-quality and on-time inputs from earlier points in the workflow.

Question 18

Newly hired workers at Disney World are counselled to always think of themselves as more than employees; they are key 'members of the cast'. They are told that Disney is not just any business, but an 'entertainment' business. This is an example of Disney World's use of:

Accepted Answer

A)  hiring policy. 
B)  language metaphors. 
C)  company goals. 
D)  language barriers. 
E)  disciplinary procedures. 
A)  hiring policy. 
B)  language metaphors. 
C)  company goals. 
D)  language barriers. 
E)  disciplinary procedures.

Question 19

Good __________ highlight the observable culture by repeatedly telling key stories and frequently using rites and rituals to glorify the performance of the organisation and its members.

Accepted Answer

A)  team leaders 
B)  chief operating officers 
C)  chief executive officers 
D)  symbolic leaders 
E)  managers 
A)  team leaders 
B)  chief operating officers 
C)  chief executive officers 
D)  symbolic leaders 
E)  managers

Question 20

Explain how diversity can benefit an organisation.

Accepted Answer

A diverse workforce offers a rich pool o

To receive ISO 9000 certification, companies must and .

Providing individualised products quickly and with the production efficiencies once only associated with the mass production of uniform products can be accomplished by using techniques such as and .

Explain why quality is important in operating a business.

Natural environment conditions in the general environment include:

Harold, a digital media entrepreneur, made the following statement in a meeting with his key managers: 'We need to focus our attention on determining what our customers want, where they want it, and when they want it.' Based on this statement, Harold is most likely trying to build:

What is organisational culture and why is it important?

The use of __________ in the pursuit of competitive advantage is rapidly evolving with the support of information technology that allows organisations to maintain intense communication with customers as well as to gather and utilise data regarding the customers' needs and preferences.

A(n) __________ is a group of employees who meet regularly to discuss ways of improving the quality of their products or services.

The basic philosophy of __________ is that organisation members should never be satisfied with current performance.

Leaders at any level of the organisation should promote core values that:

Which of the following characteristics does NOT accurately describe the process of total quality management?

Which of the following would NOT be a condition in the general environment?

__________ are specific consumer or client groups, individuals and organisations that purchase the organisation's goods and/or use its services.

Which of the following statements about a diverse workforce is NOT true?

Which one of the following statements does NOT accurately describe a practical implication of the concept of internal customers?

Newly hired workers at Disney World are counselled to always think of themselves as more than employees; they are key 'members of the cast'. They are told that Disney is not just any business, but an 'entertainment' business. This is an example of Disney World's use of:

Good __________ highlight the observable culture by repeatedly telling key stories and frequently using rites and rituals to glorify the performance of the organisation and its members.

Explain how diversity can benefit an organisation.

The Contemporary Workplace

Historical Foundations of Management

International Dimensions of Management

Ethical Behaviour and Social Responsibility

Sustainability

Information and Decision Making

Planning

Strategic Management

Organising

Controlling

Human Resource Management

Leading

Communication and Interpersonal Skills

Motivation and Rewards

Individuals, Job Design and Stress

Teams and Teamwork

Leading and Managing Change

Entrepreneurship and New Ventures

Operations and Services Management

Filters

Exam 3: Environment and Diversity

To receive ISO 9000 certification, companies must __________ and __________.

Providing individualised products quickly and with the production efficiencies once only associated with the mass production of uniform products can be accomplished by using techniques such as __________ and __________.

Explain why quality is important in operating a business.

Natural environment conditions in the general environment include:

Harold, a digital media entrepreneur, made the following statement in a meeting with his key managers: 'We need to focus our attention on determining what our customers want, where they want it, and when they want it.' Based on this statement, Harold is most likely trying to build:

What is organisational culture and why is it important?

The use of __________ in the pursuit of competitive advantage is rapidly evolving with the support of information technology that allows organisations to maintain intense communication with customers as well as to gather and utilise data regarding the customers' needs and preferences.

A(n) __________ is a group of employees who meet regularly to discuss ways of improving the quality of their products or services.

The basic philosophy of __________ is that organisation members should never be satisfied with current performance.

Leaders at any level of the organisation should promote core values that:

Which of the following characteristics does NOT accurately describe the process of total quality management?

Which of the following would NOT be a condition in the general environment?

__________ are specific consumer or client groups, individuals and organisations that purchase the organisation's goods and/or use its services.

Which of the following statements about a diverse workforce is NOT true?

Which one of the following statements does NOT accurately describe a practical implication of the concept of internal customers?

Newly hired workers at Disney World are counselled to always think of themselves as more than employees; they are key 'members of the cast'. They are told that Disney is not just any business, but an 'entertainment' business. This is an example of Disney World's use of:

Good __________ highlight the observable culture by repeatedly telling key stories and frequently using rites and rituals to glorify the performance of the organisation and its members.

Explain how diversity can benefit an organisation.

The Contemporary Workplace

Historical Foundations of Management

International Dimensions of Management

Ethical Behaviour and Social Responsibility

Sustainability

Information and Decision Making

Planning

Strategic Management

Organising

Controlling

Human Resource Management

Leading

Communication and Interpersonal Skills

Motivation and Rewards

Individuals, Job Design and Stress

Teams and Teamwork

Leading and Managing Change

Entrepreneurship and New Ventures

Operations and Services Management

Filters

To receive ISO 9000 certification, companies must and .

Providing individualised products quickly and with the production efficiencies once only associated with the mass production of uniform products can be accomplished by using techniques such as and .