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business
understanding management
Management Meeting And Exceeding Customer Expectations 9th Edition Warren R.Plunkett , Raymond F.Attner , Gemmy S.Allen - Solutions
Toyota’s formula for success rests in its corporate philosophy and its ability to hire individuals who embody that philosophy. Toyota hires employees early in their careers before they are exposed to another company’s culture. The first step in the hiring process for prospective managers is to
Describe the external commitments required to improve an organization’s quality and productivity
Determine the commitments required to improve quality and productivity at the following:a. The top of organizationsb. The middle of organizationsc. The bottom of organizations
Relate quality, productivity, and profitability to one another
Explain why quality must be cost-effective
Discuss how customers influence the quality of goods and services
What consequences or effects do you predict for Sedgewick Bell because of the way he chooses to live his life?
Does Sedgewick Bell lead that type of life? Is he committed to any specifi c ethical view or theory?
Does William Hundert describe a specifi c type of life that one should lead? If so, what are its elements?
Describe at least one ethical challenge that Organic Valley may face during turbulent times.
In addition to the farmers, who are Organic Valley’s other stakeholders?
What issues relating to social responsibility exist for Tenet and its rivals?
What ethical issues do you see in this case?
In what ways might Tenet’s drive for profi ts place patient care in jeopardy?
Read “Seven Steps For Changing The Ethical Culture Of An Organization” by Frank Navran. Explain the steps that an organization, especially one facing ethical concerns, can take to change its culture to one that promotes and rewards ethical behavior.
Describe an ethical dilemma that you might encounter in the classroom. Use the “TI Ethics Quick Test”to make your decision. Be sure to share your responses to each question.
percent of employees agreed with the statement,“Management is honest and ethical in its business practices.” TDIndustries garners that sort of loyalty with a management philosophy of servant leadership, which emphasizes the leader’s role in helping employees develop their careers. Are you a
In a confi dential employee survey at TDIndustries(a mechanical contracting and service company),
Your boss has asked you to alter your time sheets so that more of your time can be allocated to a government project and less of it allocated to business customers. What will you do in response to this request?
For both ethical and socially responsible behavior to take place within organizations, their top management must commit to making this happen. Why is top management’s commitment essential?
A city ordinance has been proposed for your community. It would require that all sales of alcoholic beverages take place no closer to churches or schools than two city blocks. If it is enacted into law, six businesses(restaurants and taverns) would be forced to relocate DISCUSSION QUESTIONS FOR
A car wash in your neighborhood has decided to increase its business by showcasing bikini-clad ladies drying cars as the cars exit the washing operations.The company proposes to begin offering the new process next week. As a neighborhood resident, what are the ethical and social responsibility
How does government promote socially responsible conduct on the part of businesses?
Who are a company’s stakeholders? What obligations does the company have to each?
When a company hires lawyers to fi nd ways around a new environmental law, what approach to social responsibility is it exhibiting?
You have been ordered to reduce your ten-person staff, all of whom are quite competent, by two people. What are the possible ethical dilemmas you may face?
What, if anything, is wrong with this statement: “If it’s legal, it’s ethical.”
What would the company sponsoring the volunteer gain?
What would the employee volunteer gain?
What is the value in taking six months off work to volunteer in a developing country?
Identify and discuss the social responsibility approach that Abbott appears to have adopted.
How has Abbott’s globalization influenced issues of ethics?
Do the rich have a moral obligation that comes with wealth? What is that obligation?
Why does the Gates family find health in the developing world to be the world’s most pressing problem?
How has William H. Gates Sr. set an example for his son?
Discuss the ways in which businesses can promote socially responsible conduct
Describe government’s role in promoting socially responsible conduct by businesses
Explain the responsibilities businesses have to stakeholders
Explain the three approaches by businesses to social responsibility
Discuss the guidelines for acting ethically
Explain the concept of an ethical dilemma
Describe the relationship between law and ethics
Discuss three primary ways in which businesses can promote ethical conduct
Describe the organizational influences on ethical conduct
Explain what individuals need in order to act ethically
Describe the two broad categories of ethical theories
Which technologies are still fantasies?
Which technologies will exist in the future?
Which technologies shown in these scenes exist today ?
What steps might Original Penguin as a company take to ensure the satisfaction of its employees?
Do you think that Kolbe views knowledge among his employees as an important resource? Why or why not?
As the organization has grown from just three employees, Chris Kolbe has had to delegate more decisions to others. How important is this transition to Original Penguin’s success as a learning organization? Explain.
What caused Ford to begin its Piquette Project?
Bill Ford encourages his employees to “think like a small company.” How can a smaller company with fewer employees, fewer plants, and fewer paying customers be more innovative?
Which schools of management thought are illustrated in this case?
Compare Mary Parker Follett’s thinking of the behavioral school to the contingency school of management thought.
Prepare a basic outline of complexity theory and explain its relevance to business.
Compare the workplace of today with work in the last century. What differences exist? What similarities exist?
What specifi c examples can you give that demonstrate an application of the kaizen approach to managing organizations? The reengineering approach?
How does P&G, the subject of this chapter’s opening case, exhibit elements from the behavioral school?The systems school? The quality school?
In what specifi c ways has each of the following contributed to the quality school of management thought?a. Behavioral schoolb. Quantitative schoolc. Systems schoold. Contingency school
What evidence can you cite from your experiences to prove the existence of classical school thinking in some of today’s organizations?
What are the major contributions of the contingency school of management thought?
Explain the contributions of the following:a. Classical schools of management thoughtb. Behavioral school of management thoughtc. Quantitative school of management thoughtd. Systems school of management thoughte. Contingency school of management thoughtf. Quality school of management thought
Discuss why knowledge of the evolution of management theories is important to managers
How would you react to this type of work experience?
What is the quality of Jimmy’s relationship with Manny, his foreman (Paul Bates)? Does it change?If it does, why?
What is your perception of the quality of Jimmy’s job and his work environment?
What do you think is the most diffi cult part of Kolbe’s job? Why?
Suppose those fl ip-fl ops—or other components of the upcoming fashion show—don’t arrive in time.Describe how Chris Kolbe might manage the situation.
Describe the conceptual skills you think Chris Kolbe needs for his job as Vice President of Original Penguin.
How did Best Buy exercise leadership? Give examples to support your answer.
Which management skills did Circuit City managers fail to use? Cite examples to support your answer.
What management roles did Circuit City managers fail to perform in the actions taken? Give examples to support your answer.
Which management functions did Circuit City managers fail to perform? Cite examples to support your answer.
The American Institute for Managing Diversity(AIMD) helps organizations understand the business imperative for managing diversity, provides ongoing insights into the strategic implementation of diversity, identifi es and categorizes trends in diversity management, and suggests new areas of research
Visit the Occupational Outlook Handbook. Pick one of the management and business and fi nancial operations occupations and read the job description.Identify the position. What skill sets are needed to qualify for this position?
The American Management Association (AMA), a membership-based management development organization, offers a full range of business education and management development programs for individuals and organizations in Europe, the Americas, and Asia. What year did the AMA originate? What is the mission
How are the three types of skills related to the execution of the ten management roles and the fi ve management functions?
What myths about management have you discovered that you hold and now wish to abandon after having read this chapter?
Denzel Jones now holds the job of Data Entry Clerk and is being considered for a promotion into a fi rstline management position over his coworkers. What additional skills will he need, and what types of training should the organization provide to help Jones make the transition to manager?
If you were a CEO of a small company, what criteria would you use to evaluate your managers’ performances? Which criterion do you believe is most essential? Why?
Why do people hold the different myths mentioned in this chapter? How do you think people create these myths?
apply to the three levels of management found in most organizations? In what ways are the execution of controlling activities similar on each of the three levels of management? How is it different?
How do the functions in question
What are the regular activities that all managers perform? Which of these activities is called the “fi rst”function? Why?
How effectively they and their people please customers
How effectively they make use of the diversity of their people
Whether they act ethically
How well they demonstrate leadership
How effi ciently they use their talents and resources
How effective they are in setting objectives and achieving goals
Whether they possess and properly apply needed management skills
How effectively they play the three sets of management roles listed in this chapter
Discuss the criteria used to evaluate a manager’s performance
Contrast the myths with the realities of a manager’s job
Analyze three management skills
Summarize ten management roles
Apply management functions to each level of management
Describe five management functions
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