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understanding management

Management 5th Edition Chuck Williams - Solutions

4. What did you fi nd most impressive about this company or its manufacturing processes? Based on what you read in the chapter, describe one thing the company could do differently to improve quality, increase productivity, or reduce inventory. Imagine that you arrive back at your dorm room one
1. What type of operations management does this scene show—manufacturing operations management or service operations management? Martin Scorsese’s lengthy, complex, and beautifully fi lmed Casino off ers a close look at the gambling casinos of Las Vegas and their organized crime connections in
2. Are the customers directly involved in this operation? If they are, in what way? What likely eff ects does their involvement have on the casino’s operation and its management? Martin Scorsese’s lengthy, complex, and beautifully fi lmed Casino off ers a close look at the gambling casinos of
3. Does the casino have independent or interdependent demand systems? Martin Scorsese’s lengthy, complex, and beautifully fi lmed Casino off ers a close look at the gambling casinos of Las Vegas and their organized crime connections in the 1970s. It completes his trilogy that began with Mean
1. What systems and tools has Peapod implemented to insure the highest possible level of productivity? From the company’s beginning, Peapod cofounder Thomas Parkinson insisted that his fi rm’s website be inviting—packed with images of bright carrots, fresh-baked bread, deep red tomatoes, fl
2. Explain how quality aff ects the product and service aspects of Peapod’s business. From the company’s beginning, Peapod cofounder Thomas Parkinson insisted that his fi rm’s website be inviting—packed with images of bright carrots, fresh-baked bread, deep red tomatoes, fl avorful beef.But
3. Describe the inventory issues Peapod must manage. From the company’s beginning, Peapod cofounder Thomas Parkinson insisted that his fi rm’s website be inviting—packed with images of bright carrots, fresh-baked bread, deep red tomatoes, fl avorful beef.But none of these images would have
3. Chester Barnard claimed that managers need to encourage workers’ willing cooperation through incentives. How does Kolbe do this? Ideas about managing people and their work have changed over the past 125 years. At Original Penguin, Chris Kolbe has used a nontraditional, hands-on management
2. Kolbe likes to use one-on-one communication with his employees. Is this a good idea? Why or why not? Ideas about managing people and their work have changed over the past 125 years. At Original Penguin, Chris Kolbe has used a nontraditional, hands-on management style to transform a clothing icon
1. Where does Chris Kolbe’s authority come from? How do his ideas about authority compare to those of Mary Parker Follett? Ideas about managing people and their work have changed over the past 125 years. At Original Penguin, Chris Kolbe has used a nontraditional, hands-on management style to
3. What kind of system is Carter Duryea describing in the clip? Explain. In Good Company is a 2004 fi lm featuring Dennis Quaid in the role of Dan Foreman, an advertising sales executive at a top publication. After a corporate takeover, Dan is placed under a supervisor half his age named Carter
2. What potential downside with Carter’s plan does Dan identify during the meeting? Do you agree with Dan or Carter? In Good Company is a 2004 fi lm featuring Dennis Quaid in the role of Dan Foreman, an advertising sales executive at a top publication. After a corporate takeover, Dan is placed
1. Does Carter Duryea’s explanation of synergy refl ect the discussion of synergy in Section 5.3? In Good Company is a 2004 fi lm featuring Dennis Quaid in the role of Dan Foreman, an advertising sales executive at a top publication. After a corporate takeover, Dan is placed under a supervisor
5. Share your fi ndings as a class. Discuss the various points of connection that you found pioneering management thinkers and your own observations of people at work. Are some of the issues of management“timeless”? If so, what do you see as timeless issues of management? What are some ways in
4. Consider what you saw. Immediately after your observation session, look through this chapter on management history for connections to your observations. For example, do you see any signs of the“Hawthorne effect”? Would Fredrick Taylor approve of the work process you observed, or might he
3. Observe employees at work. Observe the process of work, and the interaction among the employees.Consider some of the following issues:• Identify the steps that employees follow in completing a work cycle (for example, from taking an order to delivering a product). Can you see improvements that
2. Settle in and observe. Go to your selected workplace and observe the people working there for at least 20 minutes. You should take along something like a notebook or PDA so that you can jot down a few notes.It is a good idea to go during a busy time, so long as it is not so crowded that you will
1. Find an observation point. Identify a place where you can unobtrusively observe a group of people as they go about their work. You might select a coffee shop, bookstore, or restaurant. The topic of management history may sound like old news, but many of the issues and problems addressed by Max
3. How does your article relate to the management theories covered in this chapter? Explain the situation detailed in your article in terms of the history of management. As you read in the chapter, management theories are dynamic. In other words, they change over time, sometimes very rapidly. In
2. Write a one-paragraph summary of the key points in your article. List the terms or concepts critical to understanding the article, and provide defi nitions of those terms. If you are unfamiliar with a term or concept that is central to the article, do some research in your textbook or see your
1. Find a current article of substance in the business press (for example, the Wall Street Journal, the Financial Times, Fortune, BusinessWeek, Inc.) that discusses topics covered in this course. Although this is only Chapter 2, you will be surprised by the amount of terminology you have already
4. Now, following the guidelines you established in question 3, imagine that your team is the review panel for the convenience store clerk who foiled a robbery. Discuss the situation and come to a decision regarding the outcome. Do you fi re the employee, warn the employee, or commend his actions
3. Regardless of your answer in question 2, as a team draw up guidelines for a peer review process. What would you need to consider if you were to create a review panel? For example, do you need to set restrictions on the ratio of employees to managers on the panel (will there even be managers on
2. Do you implement a peer review process in the convenience store scenario? Explain your decision. Your troubles began when the teenage clerk at one of your convenience stores wrestled a gun away from a wouldbe robber. On hearing the story, your friends said, “How brave!” and “Did you give
1. Which historical management theory gives the best justifi cation for implementing peer review systems?Which theory would not support peer reviews? Your troubles began when the teenage clerk at one of your convenience stores wrestled a gun away from a wouldbe robber. On hearing the story, your
3. Imagine that you have decided to implement a script for your frontline employees. Write the service script for bakery clerks. It has been two years since you took over your family’s chain of specialty neighborhood bakeries located in areas with high foot traffi c.76 Throughout the city, your
2. Do you implement a customer-encounter script at your bakeries? Why or why not? It has been two years since you took over your family’s chain of specialty neighborhood bakeries located in areas with high foot traffi c.76 Throughout the city, your stores are the choice for birthday cakes,
1. Which historical management technique best describes scripted service speech and scripted employee behavior? Explain your choice. It has been two years since you took over your family’s chain of specialty neighborhood bakeries located in areas with high foot traffi c.76 Throughout the city,
Define Kinds of Productivity
1 Describe diversity and explain why it matters.
1. If you knew the personality profi les of your workers, how would you actually use the information to benefi t the company? Can personality testing help you achieve the company’s goal of becoming one of the largest candy makers in North America? Every business magazine you’ve picked up
2. Does personality testing help cultivate deep-level diversity, or does it do the opposite, ensuring a company staffed with people who are the same? Is there another way to cultivate deep-level diversity besides personality testing? Every business magazine you’ve picked up recently has had some
3. Do you see any drawbacks to personality testing?In addition to a diverse work force, what benefi ts could a manager derive from personality testing? Every business magazine you’ve picked up recently has had some kind of article on personality testing in the workplace.164 You’ve read about
4. Do you begin personality testing? Explain your answer. Every business magazine you’ve picked up recently has had some kind of article on personality testing in the workplace.164 You’ve read about the Caliper, used by FedEx, the Chicago Cubs, and the WNBA’s Phoenix Mercury.Anne Mariucci,
1. Do you hire older workers or younger workers?Explain your choice. Two weeks ago, you were pleased to receive a fat envelope from the U.S. government awarding your aeronautics company several hefty contracts with the Department of Defense.165 As a result of the contracts, you’ll have to
1. Diversity may contribute a richness of perspective and understanding to a work group or organization. But to unlock these riches, it is essential that we develop tools of understanding individuals and cultures different from our own. Not all college students have experienced crossing a cultural
1. Describe the event, meeting, activity, or organization you visited. Do you know what it feels like to walk into a room where, because of your sex, race/ethnicity, religion, language, or some other dimension, you are intensely aware of being different from everyone else?166 Some of you do.Most of
2. How were you different from others in attendance?Describe what it was like to be different from everyone else. Do you know what it feels like to walk into a room where, because of your sex, race/ethnicity, religion, language, or some other dimension, you are intensely aware of being different
3. In what ways was this experience actually similar to previous experiences that you’ve had? In other words, while question 2 focuses on differences, this question focuses on similarities and commonalties. Do you know what it feels like to walk into a room where, because of your sex,
4. What did you learn from this experience? Do you know what it feels like to walk into a room where, because of your sex, race/ethnicity, religion, language, or some other dimension, you are intensely aware of being different from everyone else?166 Some of you do.Most of you probably don’t. And,
1. How does this scene relate to diversity? In Good Company, a 2004 fi lm, stars Dennis Quaid as Dan Foreman, a seasoned advertising sales executive at the magazine Sports America. A corporate takeover results in Dan having a new supervisor named Carter Duryea. On his fi rst day on the job, Carter
2. Review the Chapter 2 clip from the same movie. How diverse is the advertising department at Sports America? Explain. In Good Company, a 2004 fi lm, stars Dennis Quaid as Dan Foreman, a seasoned advertising sales executive at the magazine Sports America. A corporate takeover results in Dan having
3. Consider the two clips together and think about deep-level diversity. Why do you think Sports America hired Carter Duryea? In Good Company, a 2004 fi lm, stars Dennis Quaid as Dan Foreman, a seasoned advertising sales executive at the magazine Sports America. A corporate takeover results in Dan
1. Why is it important for upper-level managers at PepsiCo to receive diversity and inclusion training? Imagine trying to manage and accommodate the needs of more than 140,000 people at once. Imagine a variety of voices, languages, cultures, ethnic backgrounds, families, lifestyles, ages, and
2. Do you think that PepsiCo’s encouragement of employee networks actually works against diversity and formation of multicultural teams? Why or why not? Imagine trying to manage and accommodate the needs of more than 140,000 people at once. Imagine a variety of voices, languages, cultures, ethnic
1. Which motivational theory discussed in the chapter do you think would be most successful in helping David rekindle his spark? Why? You have defi nitely reached a low point. Frustrated by an employee who is uncooperative, unmotivated, and sloppy about his work, you have resorted to writing
2. Which motivational theory will be most helpful in refocusing the efforts of your entire team? Explain. You have defi nitely reached a low point. Frustrated by an employee who is uncooperative, unmotivated, and sloppy about his work, you have resorted to writing a“Dear Abby” style letter to a
3. Do you fi re David or keep him on your team? You have defi nitely reached a low point. Frustrated by an employee who is uncooperative, unmotivated, and sloppy about his work, you have resorted to writing a“Dear Abby” style letter to a columnist in a popular business magazine. Letting out a
1. Which motivational theory provides the biggest justifi cation for employee data mining? Explain. Labor is probably the single largest expense of any business.102 According to some estimates, labor costs average about 60 percent of sales. In addition to salaries, labor costs include health
2. Does employee data mining violate any of the motivational theories? If so, which ones and how? Labor is probably the single largest expense of any business.102 According to some estimates, labor costs average about 60 percent of sales. In addition to salaries, labor costs include health
3. Will your team recommend mining employee data or, despite your boss’s enthusiasm, will you present reasons not to begin mining employee data? Explain your choice, using the motivational theories in the chapter as support for your recommendation. Labor is probably the single largest expense of
1. Motivation is an invisible and powerful force. Strong motivation can drive individuals and organizations to remarkable heights of achievement. A loss of motivation can leave us dispirited and ineffective. One of the fundamental responsibilities of managers is to support healthy worker
1. First, you will need to review your expenditures.What “perks” have you built into your budget as a student? (Think pizza and beer.) Make a list of all your non-value-added expenses. This includes anything not directly related to your studies (like books, tuition, enrollment fees, pens,
2. If you experienced a 25 percent reduction in your income—as numerous fi rms did after the tech bubble burst—which perks would you eliminate?In addition, are there items that you previously considered necessities that you could cut out?An example would be selling your car (thereby eliminating
3. Often employees develop a sense of entitlement about perks, and when the perks are trimmed, great dissatisfaction can result. Companies even lose employees when perks are cut. In this exercise, let’s consider that cutting out your non-value-added(that is, fun) expenditures may put a crimp in
4. Once you have taken the ax to your perks, how can you reincorporate them into your budget, this time as motivational tools? Which perks would motivate you to have perfect attendance in class? To make an A? Straight As? Be creative. The purpose is to see if you can modify your own behavior by
1. How would you describe Billy Chapel’s esteem needs at this point in the game? Billy Chapel (Kevin Costner), a 20-year veteran pitcher with the Detroit Tigers, learns just before the season’s last game that the team’s new owners want to trade him. He also learns that his partner, Jane
2. Do you expect Gus Sinski’s talk to have any eff ect on Chapel? If it will, what will be the eff ect?Why? Billy Chapel (Kevin Costner), a 20-year veteran pitcher with the Detroit Tigers, learns just before the season’s last game that the team’s new owners want to trade him. He also learns
3. What rewards potentially exist for Billy Chapel? Remember, this is the last baseball game of his career. Billy Chapel (Kevin Costner), a 20-year veteran pitcher with the Detroit Tigers, learns just before the season’s last game that the team’s new owners want to trade him. He also learns
1. P. F. Chang’s off ers a menu of extrinsic rewards to its workers. What are some of the intrinsic rewards? What motivates you—money, prestige, fear, vacation, recognition, or something else altogether diff erent? Not everyone is motivated by the same things. The same is true for workers
2. In what ways might managers at P. F. Chang’s use positive reinforcement for their kitchen crew or wait staff ?What motivates you—money, prestige, fear, vacation, recognition, or something else altogether diff erent? Not everyone is motivated by the same things. The same is true for workers
3. Do you think managers at P. F. Chang’s would be successful using expectancy theory?Explain. What motivates you—money, prestige, fear, vacation, recognition, or something else altogether diff erent? Not everyone is motivated by the same things. The same is true for workers everywhere,
6 Explain the normative decision theory.
1. How involved should your employees be in making the decision? (Hint: Consider using the decision tree in Exhibit 14.14 to determine the appropriate level of employee participation in this decision.) New Offi ces Necessary?Everyone says that when business is good, you’re supposed to be able to
2. Because everyone has worked closely in the same open offi ce, you’ve been able to use an achievementoriented leadership style. Would a shift to telecommuting require a change in style? Explain. New Offi ces Necessary?Everyone says that when business is good, you’re supposed to be able to
3. How do you manage space issues as your business grows? New Offi ces Necessary?Everyone says that when business is good, you’re supposed to be able to relax a little. Whoever said that never set foot in the offi ce of your magazine.86 When you launched the magazine, the staff consisted of you
1. Does Habitat for Humanity need a leader or a seasoned manager? In other words, do you look to fi ll the CEO position with a visionary leader (like Fuller) or a seasoned manager (like Leonard) whose strengths lie more in organizational development than charismatic passion? With 500 full-time
2. The new CEO will need to work with both the employees of HFHI and its hundreds of thousands of volunteers and donors. What leadership style will you look for in prospective candidates to meet the needs of those two constituencies? With 500 full-time employees, roughly 500,000 unpaid volunteers,
1. Leadership is a highly prized process and capability.Organizations invest billions of dollars each year in recruiting and developing leadership talent. As more companies compete primarily on the basis of how well they employ their human capabilities, the importance of leadership continues to
1. Describe a time when something you did or said had a profound negative impact on a person, group, or situation. Everybody makes mistakes; today’s media-saturated culture makes everyone’s mistakes everyone else’s news.88 This is particularly true of leaders, who are less able(perhaps simply
2. Did you take responsibility for your actions, or did you try to blame circumstances or other people? Everybody makes mistakes; today’s media-saturated culture makes everyone’s mistakes everyone else’s news.88 This is particularly true of leaders, who are less able(perhaps simply unable) to
3. Did you apologize? How do you think the person who was receiving the apology took it? Everybody makes mistakes; today’s media-saturated culture makes everyone’s mistakes everyone else’s news.88 This is particularly true of leaders, who are less able(perhaps simply unable) to hide from the
4. What was the most diffi cult thing about apologizing? Everybody makes mistakes; today’s media-saturated culture makes everyone’s mistakes everyone else’s news.88 This is particularly true of leaders, who are less able(perhaps simply unable) to hide from the media microscope than in times
5. Think about some high-profi le blunders in recent news, whether in the world of sports, business, or entertainment. How do you think the company or individual involved did at delivering a public apology? Explain why you thought it was—or was not—sincere. Everybody makes mistakes; today’s
1. What aspects of leadership does Dahlgren say are important for a submarine commander? This action-packed thriller deals with a U.S. submarine crew’s eff orts to retrieve an Enigma encryption device from a disabled German submarine during World War II. After the crew gets the device, the U.S.
2. Which leadership behaviors or traits does he emphasize? This action-packed thriller deals with a U.S. submarine crew’s eff orts to retrieve an Enigma encryption device from a disabled German submarine during World War II. After the crew gets the device, the U.S. submarine sinks, and they must
3. Are these traits or behaviors right for this situation? Why or why not? This action-packed thriller deals with a U.S. submarine crew’s eff orts to retrieve an Enigma encryption device from a disabled German submarine during World War II. After the crew gets the device, the U.S. submarine
1. Describe some of Rick Federico’s personal leadership traits. How do you manage 97 bistros and 33 diners at once? This isn’t a riddle. It is actually the daily challenge of Rick Federico, CEO of P. F. Chang’s, which owns and operates a chain of Asian-style restaurants across the country.
2. What leadership style does he use with his chefs? Why do you think so? How do you manage 97 bistros and 33 diners at once? This isn’t a riddle. It is actually the daily challenge of Rick Federico, CEO of P. F. Chang’s, which owns and operates a chain of Asian-style restaurants across the
3. Would you characterize Rick Federico as a charismatic or a transformational leader? Why? How do you manage 97 bistros and 33 diners at once? This isn’t a riddle. It is actually the daily challenge of Rick Federico, CEO of P. F. Chang’s, which owns and operates a chain of Asian-style
7 Explain how visionary leadership(that is, charismatic and transformational leadership) helps leaders achieve strategic leadership.
1. Does it make sense for AeroPrecision to create a company blog for employees only? In other words, is a blog the best medium to get the company’s message out to employees and to hear what they feel and think? Explain. Just this month, your company, AeroPrecision, a manufacturer of aircraft
2. Brainstorm possible items for inclusion on an Aero-Precision blog destined for public viewing. Can you think of any topics that you would want to avoid linking to? Just this month, your company, AeroPrecision, a manufacturer of aircraft engine components, completed the upgrade of its computer
3. How could a blog play a role in designing a company’s strategy? (Recall the issues discussed in Chapter 6, Organizational Strategy.) Just this month, your company, AeroPrecision, a manufacturer of aircraft engine components, completed the upgrade of its computer system—the fi rst upgrade in
4. Do you create a public blog for AeroPrecision? Why or why not? Just this month, your company, AeroPrecision, a manufacturer of aircraft engine components, completed the upgrade of its computer system—the fi rst upgrade in nearly 15 years.116 Everyone cheered when the DOSbased operating
1. Write a memo to your colleagues proposing the use of instant messaging to speed communication. As you watch the falling snow, you can’t help thinking about the way the fax machine coughs out legal missives into a collection bin. You are a partner at Shaw Walker Theobald, a law fi rm with offi
2. Convene the team and critique the members’ memos.Try to use descriptive terms to give feedback about the memos. Avoid words like “good” and “bad”—they don’t give the writer any real information about the effectiveness of the memo. Here are some adjectives that you might fi nd
3. Assume that your individual proposal was accepted, and the partners (your team) have asked you to announce the new capabilities and outline the rules for their use. Determine the best way to communicate the instant messaging plan to the junior partners, associates, paralegals, and offi ce
4. If you have time, repeat the group critique session with the second communication. You may also wish to discuss as a team which medium would be the best for telling everyone at the fi rm about the new instant messaging initiative. As you watch the falling snow, you can’t help thinking about
1. When problems occur in organizations, they are frequently attributed to a breakdown in communication.The communication process may get more than its share of the blame for some breakdowns that result from organizational or leadership problems. But there is some truth to the common perception
1. Was this discussion different from the way you normally discuss contentious topics with other people? Why or why not? Being a good listener is a critical part of effective communication. Without it, you’re unlikely to be a good manager. Therefore, the purpose of this assignment is to help you
2. Was it diffi cult to refl ect or paraphrase your listening partner’s perspectives? Explain and give an example. Being a good listener is a critical part of effective communication. Without it, you’re unlikely to be a good manager. Therefore, the purpose of this assignment is to help you
3. Did active listening techniques or empathetic listening techniques lead to more effective listening for you? Explain. Being a good listener is a critical part of effective communication. Without it, you’re unlikely to be a good manager. Therefore, the purpose of this assignment is to help you
1. Use the model of the communication process to diagram what is occurring in the clip. This engaging fi lm shows the ethical dilemmas and stress of producing the New York Sun, a daily metropolitan newspaper. Metro editor Henry Hackett (Michael Keaton) races against the clock to publish a story
2. What types of communication do you see in the video? This engaging fi lm shows the ethical dilemmas and stress of producing the New York Sun, a daily metropolitan newspaper. Metro editor Henry Hackett (Michael Keaton) races against the clock to publish a story about a major police scandal that
3. Discuss the paralanguage used in the clip. What mood or attitude does it convey? This engaging fi lm shows the ethical dilemmas and stress of producing the New York Sun, a daily metropolitan newspaper. Metro editor Henry Hackett (Michael Keaton) races against the clock to publish a story about a
1. How does perception aff ect the communication process at NEADS? Suppose you woke up one day and couldn’t see. Or perhaps you couldn’t hear, couldn’t speak, or couldn’t walk. How would you communicate and interact with the world around you? Today’s technology provides solutions to some
2. What role does nonverbal communication play at NEADS? Suppose you woke up one day and couldn’t see. Or perhaps you couldn’t hear, couldn’t speak, or couldn’t walk. How would you communicate and interact with the world around you? Today’s technology provides solutions to some of these
3. Why are listening skills so important at NEADS? Suppose you woke up one day and couldn’t see. Or perhaps you couldn’t hear, couldn’t speak, or couldn’t walk. How would you communicate and interact with the world around you? Today’s technology provides solutions to some of these
1. Can you control employees’ printing and copying habits? You’ve just looked at your company’s total spending and it’s way too high, particularly in the areas of energy and supplies.87 Top managers have ordered you to cut costs, so you sit down to assess the situation. The main culprits

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