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supervision concepts skill
Supervision Concepts And Skill Building 5th Edition Samuel Certo - Solutions
3. What do you need to do to improve your training skills in order to be a supervisor in the future?
1. How can you evaluate whether this training was successful? If possible, try to conduct an evaluation of what the class learned. What do the results of this evaluation indicate?
3. Divide the class into teams of four or five. Select (or ask for a volunteer) one member of each team to play the role of a newcomer to the school (the newcomer might pose as a transfer student, a student from another country, or the like). The rest of the team will do its best to orient the
4. What do you need to do to improve your skills in dealing with diverse populations in order to be a supervisor in the future?
1. How does your family identify itself ethnically?
1. What represents your family’s cultural and ethnic identity? (For example, if you put “Hungarian,” you might refer to a Hungarian lullaby or food that your family eats.)
1. What is the most important activity that your family does together?
1. How far down the family tree does the obligation go to be responsible for a family member (e.g., lend money, take care of children, pay for food, let the person live with you temporarily)?
1. Who carves the meat at large family dinners?
1. Describe types of planning that take place in organizations.
1. Identify characteristics of effective objectives.
1. Define management by objectives (MBO), and discuss its use.
1. Discuss the supervisor’s role in the planning process.
1. Explain the purpose of using controls.
1. Identify the steps in the control process.
1. Describe types of control and tools for controlling.
1. List characteristics of effective controls.
4. Assume you are the supervisor of the machine shop whose budget appears in Table 6.2.a. Modify the budgeted amounts to create a budget for a new project of the same size and type. Use the following assumptions and guidelines:• The organization says that direct labor costs may increase by no
5. What is wrong with each of the following objectives?Rewrite each so that it has the characteristics of an effective objective.a. Improve the procedure for responding to customer complaints.b. Meet or exceed last year’s sales quotas.c. Minimize the number of parts that are defective.d.
8. What are the steps in the process of controlling?
10. Bonnie Goode supervises the online support staff in the customer service department of a software company. The employees are expected to handle 50 phone requests for help per day (250 in a five-day work week). Every Monday, Goode receives a report of each employee’s weekly performance
12. Mildred Pirelli supervises salespeople in a department store. One day she walked around her department to observe the salespeople in action.She saw a salesperson approve a charge card purchase without following the company’s policy of verifying the signature on the card.a. How should Pirelli
13. Why do controls need to be timely and economical?Employee Mon. Tues. Wed. Thurs. Fri. Total Variance Brown 10 28 39 42 16 135 –115 Lee 48 51 58 43 49 249 –1 Mendoza 65 72 56 83 61 337 87 Smith 53 48 47 40 45 233 –17
14. Reflecting back to the chapter opening “A Supervision Challenge” case, discuss a delivery company’s need to bring in thousands of temporary workers for the peak holiday season. Some of these workers will serve as store employees, providing customer service and helping to load the
1. Without MBO, would it have been harder for Ingalls to detect and correct the problem the supervisor was having with cash application errors?Why or why not?
2. The examples of objectives for credit analysts and collectors include objectives for personal development through training. Why do you think Ingalls includes this category of goals?How, if at all, might they help Ingalls achieve his objectives for the credit department or contribute to the
3. Write a personal development objective for yourself. Make sure it meets the criteria for effective objectives shown in Figure 6.1. Show your objective to a friend or classmate, and discuss with that person how you plan to achieve your objective.
4. How might a supervisor use the documented results of an employee’s MBO performance to justify a promotion, raise or disciplinary action?
1. Do you decide the night before what to wear each day?Answer each of the following questions with a Yes or No.
2. Do you buy birthday gifts at the last minute?Answer each of the following questions with a Yes or No.
3. Do you divide up household chores with your roommates or family members?Answer each of the following questions with a Yes or No.
4. When you receive a paycheck, do you designate certain portions of it for specific expenses?Answer each of the following questions with a Yes or No.
5. At the beginning of the workday or school day, do you make a list of what you must accomplish?Answer each of the following questions with a Yes or No.
6. Do you buy a big-ticket item because a friend has the same item and raves about it?Answer each of the following questions with a Yes or No.
7. Do you start studying for final exams before the last week of classes?Answer each of the following questions with a Yes or No.
8. When you purchase a new piece of electronic equipment, such as a computer or smartphone, do you read the instructions about how to use it?Answer each of the following questions with a Yes or No.
9. Before taking a trip, do you look up driving directions or explore alternative routes?Answer each of the following questions with a Yes or No.
10. When you have several projects to handle at once, do you first tackle the one that appeals to you most?Answer each of the following questions with a Yes or No.
1. Before you took this quiz, did you think of yourself as a careful planner? Did this quiz change your opinion?
2. Is planning more important for a supervisor than for an employee who is not in management? Why or why not?
3. Think of one or two planning tools you would like to try. When will you try them? How will you decide whether they are helping you?
4. What do you need to do to improve your planning skills in order to be a supervisor in the future?
1. In the space provided below, write four goals that are important for you to achieve during the remainder of this semester.
2. Some of the goals should be short term (maybe something you need to finish by the end of this week); others should have a longer time frame (maybe by the end of the semester).
3. Write your goal statement so you can check all four boxes (measurable, specific, clear, and challenging) as being represented. Provided here is a brief summary of each term:• Measurable: Provide a tangible way (dollar amount, time frame, or quantity) to determine whether you have reached your
4. Your four goals should represent several different areas; for example, academic, job, career, spiritual, family, financial, social, or physical goals. An example of a financial goal that meets all four criteria is “I will save 20 percent of every paycheck starting this Friday so I’ll have
5. After successfully achieving each goal, write the date in the “Follow-up” column next to the goal.
1. Each person reviews instructions for making origami yachts shown in Figure 6.10.
2. The supervisor in each group sets performance standards for making the yachts in 10 minutes. These should include quality as well as quantity standards. In setting the standards, the supervisor may use whatever information he or she can obtain;it is up to the supervisor whether to seek input
3. At the same time, each employee estimates how many yachts he or she can make correctly in 10 minutes. The employee writes down this estimate but does not reveal it to the supervisor at this time.
4. For 10 minutes, the employees make as many yachts as they can according to the instructions. During that time, the supervisor tries to monitor their performance in whatever way seems helpful. If employees seem to be falling short of the performance standard, the supervisor should try to find
5. After the 10 minutes have ended, determine how many yachts each group made and assess the quality of the work. As a class, discuss the groups’ performance. Did each group meet its supervisor’s performance standards? If not, was any variance significant? Based on their own estimates of how
6. The class should also consider supervisors’ efforts to take corrective action. Did supervisors intervene too much, or not enough? How did supervisors’ attempts help or hurt employees’ efforts? What does this experience reveal about the way supervisors should behave in the workplace?
1. Describe the consequences suffered by organizations as a result of poor-quality work.
1. Compare product quality control and process control.
1. Summarize techniques for quality control.
1. Identify ways organizations measure their success in continuous quality improvement.
1. Identify constraints on productivity.
1. Describe how productivity and productivity improvements are measured.
1. Identify ways productivity may be improved.
1. Explain why employees have fears about productivity improvement and how supervisors can address those fears.
1. Is this company’s commitment to quality realistic? Explain.If you’ve ever picked up your supermarket’s private-label pretzels or tortilla chips, the snacks you enjoyed might well have been made by Shearer’s Foods in its Ohio factories.If so, those snacks came from a company that wants to
2. How can supervisors get employees excited about constant improvement when change is hard?If you’ve ever picked up your supermarket’s private-label pretzels or tortilla chips, the snacks you enjoyed might well have been made by Shearer’s Foods in its Ohio factories.If so, those snacks came
1. Delegate. Concentrate on doing the task or tasks you do best, and delegate the rest. Says Oprah, “I try to surround myself with people who really know what they’re doing, and give them the freedom to do it.”Oprah Winfrey is a genuine media phenomenon. For 25 years she hosted and produced
2. Identify what’s truly important to you. Put your best efforts into the tasks that really matter to you, whether they are personally important or critical to your work team’s success. Director Lee Daniels said this about Oprah on the film set of The Butler: “She disconnected from the
3. Value “me time.” Take periodic breaks from work tasks, whether to get outside for a walk, have lunch or coffee with a friend or co-worker, or spend a few quiet moments meditating or simply thinking about something else. Oprah, who meditates for 20 minutes twice a day, says of her first
4. Michelle LeVerrier supervises a group of tellers at a bank. The bank manager has asked her to lead an employee involvement team designed to improve the processes of serving individual customers at the teller windows. The four steps the team must take are to (a) identify quality problems in the
5. What is total quality management (TQM)?
9. At the claims-processing office for All-Folks Insurance, 25 employees process 2,500 claims a day.The claims-processing office for Purple Cross Insurance uses a state-of-the-art computer system, and its 15 employees process 3,000 claims a day.a. Which office is more productive?b. At which office
10. Where can supervisors get information to help them determine costs?
13. A maintenance supervisor learned that installing a type of high-efficiency light bulb in the building can save the organization $1,000 a year. Replacing the light bulbs with the new ones would cost about $2,500.a. What is the payback period for this replacement?b. What is the average rate of
14. How does high turnover hurt productivity?What can a supervisor do to minimize turnover?
16. Reflecting back to the chapter opening “A Supervision Challenge” case, discuss how it might have felt to be a production or maintenance supervisor when Shearer’s Foods was preparing to build and operate its new energy-efficient facility. If you were a supervisor, would you have welcomed
1. What forms does quality take in a fast-food restaurant? That is, what aspects of the food, service, atmosphere, and so on do you consider to be acceptable in terms of quality, and what would exceed your expectations?
2. Productivity efforts in a fast-food restaurant often include behind-the-scenes work in the kitchen. But in a service business, production includes interactions with the customer. Identify one or two ways in which Pal’s supports its employees’ productivity when it comes to working with
3. Using Pal’s as an example, work with one or two other students to develop a list of ways in which quality and productivity can interact.That is, do any of the steps Pal’s takes to maintain productivity help to support the quality of its customer service, and vice versa?
1. Do supervisors need to be even more productive than the people they supervise?Why or why not?
2. How can I use my time better in the future?
3. What do I need to do to improve my personal productivity skills in order to be a supervisor in the future?
1. Form groups of two or three people. Identify a work setting where customer service is critical. The place should be one with which all of you are familiar. It might be a workplace where one of you has worked or at least been a customer(for example, retail store, post office, bank, hospital,
2. Identify a specific job title for the work setting (for example, waiter/waitress, nurse, clerk at the university bookstore, shoe salesperson at a store).
3. Review some of the principles covered in this chapter (see Exhibit A). Select those that are appropriate to the job you have identified, and develop specific customer service guidelines for the employees.
4. Now select principles appropriate for a supervisor of employees in the job you have identified, and develop some supervisory guidelines that focus on customer service.For example, how should the supervisor monitor performance to determine that employees are practicing the quality service
5. Share your group’s efforts with the class by presenting a written statement that discusses your work setting and job title and explains how principles in Exhibit A relate to both the job and the supervisor.
2. How could a supervisor affect the sales culture at Wells Fargo?
3. Can you carry out the action without forcing or manipulating others to go along? If you have to trick an employee or twist someone’s arm to get that person to cooperate with an action, it may be a red flag that something is wrong. If you have to use the power of your position as supervisor to
4. In what ways can loyalty create conflict for a supervisor?
5. How should a supervisor practice honesty in the workplace?
1. Discuss how supervisors can evaluate their use of time.
1. Describe ways to plan the use of time.
1. Identify some time wasters and how to control them.
1. List factors that contribute to stress among employees.
1. Summarize consequences of stress.
1. Explain how supervisors can manage their own stress.
1. Identify ways organizations, including supervisors, can help employees manage stress.
1. What method of relieving stress would you recommend to the sales associates at White House Black Market?Connie Larson was stressed—the jittery stomach, trembling fingers, what-am-I-going-to-do kind of stress—every day. Yet, despite the stress, Connie Larson went to work every day, appearing
2. How did Larson’s job as a supervisor prepare her to become a life coach?Connie Larson was stressed—the jittery stomach, trembling fingers, what-am-I-going-to-do kind of stress—every day. Yet, despite the stress, Connie Larson went to work every day, appearing pleasant to customers and
• How much time did I spend on important activities?Before you can take control over the way you use time, you have to understand what you already are doing. A practical way to learn about your use of time is to keep a time log, a record of what activities you are doing hour by hour throughout
• How much time did I spend on activities that did not need to get done?Before you can take control over the way you use time, you have to understand what you already are doing. A practical way to learn about your use of time is to keep a time log, a record of what activities you are doing hour
• How much time did I spend on activities that someone else could have done(perhaps with some training)?Before you can take control over the way you use time, you have to understand what you already are doing. A practical way to learn about your use of time is to keep a time log, a record of what
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