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Management 11th Edition Robert Kreitner - Solutions
. An acceptable quality measurement, on a TQM control chart, should fall A. between the upper and lower control limits.B. below the lower control limit.C. outside the upper and lower control limits.D. above the upper control limit.E. on the median line.
. Which of the following do TQM advocates prefer, rather than the typical hierarchy?A. No middle managers B. Inverted organizations C. Leaderless three-person teams D. Teams of different specialists E. Circular organizations
. Which of the following terms refers to anyone within the organization who relies on your work to get her or his work done?A. Quality partner B. Lateral associate C. Kaizen D. Internal customer E. Downstream coworker
. The RATER service-quality dimension that is related to the provision of caring and individualized attention to customers is A. assurance. B. reliability.C. responsiveness. D. professionalism.E. empathy.
. Which of the following is not one of the five types of product quality?A. Value-based quality B. User-based quality C. Technology-based quality D. Manufacturing-based quality E. Product-based quality
. A back-up plan for emergencies is called a _____ plan.A. fall-back B. contingency C. reserve D. benchmark E. crisis
. According to experts, to whom should internal auditors report their findings?A. The corporate treasurer B. The Internal Revenue Service C. All employees D. The head of accounting E. The organization’s top manager
. _____ involves identifying, studying, and building upon the best practices of organizational role models.A. Benchmarking B. Kaizen C. Pareto analysis D. The PDCA cycle E. TQM
. What type of control involves monitoring and adjusting ongoing activities and processes?A. Benchmarking B. Feedback control C. Quality control D. Concurrent control E. Feedforward control
One of Deming’s 14 points is a recommendation to get rid of numerical quotas.True/False
. In Deming’s PDCA cycle, the “C” stands for “control.”True/False
. Constructing a statistical process control chart is part of Pareto analysis.True/False
. A French word meaning “put the customer first” is kaizen.True/False
. Calling TQM customer-centered and employeedriven is appropriate.True/False
. Services cannot be measured because they are intangible.True/False
. “Beauty is in the eye of the beholder” describes transcendent quality.True/False
. A high-probability, low-impact event with clear relationships among cause, effect, and resolution is an organizational crisis.True/False
. Two components of the performance pyramid for strategic control are flexibility and cycle times.True/False
. Objectives are yardsticks against which actual performance can be measured.True/False
Which of Deming’s 14 points are evident in this case? Explain.
Which of the four principles of TQM are evident in this case?Explain.
Which of the five types of product quality are evident in this case? Explain.
What roles (if any) do feedforward, concurrent, and feedback control play in Toyota’s manufacturing strategy?
. Generally speaking, which of the RATER factors is the weak link for today’s service organizations?What remedies do you recommend?
. Does the most important RATER factor change for various types of service (for instance, a visit to the doctor versus flying on a commercial airliner)?Explain, with specific examples.
. If your present (or most recent) job involves rendering a service, how would you score yourself on the RATER factors? What needs to be done to improve your total score?
. In the service situation you selected, which of the five criteria was most important to you? Why? Did you walk away satisfied? Why or why not?
. Which of the five service-quality criteria was a major problem in the specific service situation you chose? What corrective actions should management take?
. If your service encounter was good (or bad), how many other people have you told about it? Why do people tend to pass along more stories about bad service than about good service?
Is Goltz a good leader? Explain. Would you like to work for him? Why or why not?
Would you label Goltz a transactional or a transformational leader (see Table 14.4)? Explain.
In terms of House’s updated path-goal leadership model in Chapter 14, which categories of leader behavior does Goltz seem to rely on the most?
What influence tactics, as discussed in Chapter 14, are evident in this case?
How well does Jayson Goltz fit the entrepreneur trait profile in Table 1.3? Explain.
Which alternative work arrangement appeals most to you? Why?
What is the motivational case for alternative work arrangements?
Briefly, what are the pros and cons of flextime, job sharing, and free-address offices?
What is the connection between virtual organizations and alternative work arrangements?
What is the practical business linkage between the concepts of valuing diversity and alternative work arrangements?
. According to the added value negotiating (AVN) model, the last step in the process should A. strengthen relationships for future negotiations.B. pinpoint the single best outcome.C. involve an exchange of BATNAs.D. involve selecting at least three possible alternatives.E. comfort the losing party.
. The attitude that effective negotiators need is best described as A. compromising. B. win-win.C. self-confident. D. single-minded.E. carefree.
. Personality clashes, communication breakdowns, and time pressure are A. superordinate goals.B. OD trouble spots.C. OD failure factors.D. examples of constructive conflict.E. conflict triggers.
. Relative to the 5P checklist for change agents, measurable objectives, milestones, and deadlines are specified in which P?A. Purpose B. Persistence C. Participation D. Programming E. Preparation
. During what phase of OD does diagnosis occur?A. Preparation B. Planning C. Research D. Search E. Unfreezing
. Which of the following is a good description of organization development (OD)?A. Frame bending B. Employee renewal C. Expectation shaping D. Planned change E. Organizational modification
. _____ is not a strategy for overcoming resistance to change, as described in the text.A. Facilitation and support B. Manipulation and co-optation C. Participation and involvement D. Education and communication E. Divide and conquer
. _____ is typically an employee’s first response when coping with a change that he or she dislikes or fears.A. Low self-esteem B. Unrealistic optimism C. Laughing it off D. Getting off on the wrong track E. Self-doubt
. _____ is the low point of the response to change when employees are responding to changes they like.A. Self-doubt B. Laughing it off C. Dissatisfaction D. Reality shock E. Attitude adjustment
. What type of change is planned and based on expected situations?A. Exponential B. Incremental C. Anticipatory D. Strategic E. Reactive
Added value negotiating (AVN) is useful because it forces the parties into single-outcome negotiating.True/False
. Negotiation, by definition, is a decision-making process.True/False
. The superordinate goals technique involves identifying the causes of problems.True/False
. Mistrust and disbelief are involved in the cycle of competitive conflict.True/False
. A practical guideline for tempered radicals is “think big for small results.”True/False
. Top-level managers are the only ones who should use the 5P checklist for change agents.True/False
. Organization development (OD) involves planned change.True/False
. Managers can tell when resistance to change is caused by a passive-aggressive culture because everyone is unpleasant and disagreeable.True/False
. Poor timing and lack of trust are among the reasons why employees resist change.True/False
. Because the organization is significantly redirected, Nadler and Tushman call adaptation“frame bending.”True/False
Should Dr. Halamka polish his conflict management and negotiation skills? Explain.
What lessons from the 5P checklist for change agents should guide Dr. Halamka’s efforts? Explain.
If you were Dr. Halamka, how would you “unfreeze” (in the language of OD) doctors and hospitals to prepare them for adopting modern information technology?
Why are doctors so resistant to change? Using Table 15.2 as a guide, indicate what you think needs to be done about it.
Why is Dr. Halamka uniquely qualified to be a change agent in the health care industry?
. How will this exercise affect the way you try to understand and resolve (or avoid) conflicts in the future?
. What interconnections surfaced? How can they be used as a foundation for resolving the conflict?
. Which level of the iceberg was the most difficult to address? Why? Which was the easiest? Why?
. Was there more (or less) to this conflict than you initially thought? Explain.
. Did the issues and your perception of the con flict change as you worked through the iceberg?Explain.
. In their best-selling book How Full Is Your Bucket? Rath and Clifton point to research evidence that the right ratio of positive to negative interactions with others is somewhere between _____ to 1 and _____ to 1.A. 2; 4 B. 3; 13 C. 5; 10 D. 6; 12 E. 2; 8
. _____ is(are) the center of attention in Greenleaf’s servant-leadership theory.A. Others B. God C. The leader D. Top management E. The mission
. Which of the following is not one of the eight categories of leader behavior in House’s updated path-goal theory?A. Work facilitation behaviors B. Group decision behaviors C. Achievement-oriented behaviors D. Value-based behaviors E. Mentoring behaviors
. According to Fiedler’s contingency theory, _____ leaders tend to perform better when the situation is _____ favorable.A. achievement-oriented; moderately B. authoritarian; highly C. relationship-motivated; moderately D. social; highly E. task-motivated; moderately
. In the Ohio State leadership model, the term _____ best characterizes “consideration.”A. trust B. goals C. results D. techniques E. authority
. _____ can be defined as an array of noncognitive skills, capabilities, and competencies that influence a person’s ability to cope with environmental demands and pressures.A. Self-management B. Emotional intelligence C. Behavior modification D. Empowerment E. IQ
. _____ leadership involves influencing others to pursue objectives that may or may not serve the organization’s interests.A. Corollary B. Formal C. Informal D. Ad hoc E. Decentralized
. All except which one of these are among Peter Drucker’s criteria for assessing the effectiveness of leaders?A. They knew when to say “no.”B. They asked, “What needs to be done?”C. They developed action plans.D. They ran productive meetings.E. They took responsibility for communicating.
. _____ power closely parallels formal authority.A. Rational B. Referent C. Legitimate D. Traditional E. Functional
. Which of the following is not among the generic influence tactics described in the text?A. Upward appeals B. Exchange tactics C. Coalition tactics D. Participative tactics E. Consultation
Both positive and negative reinforcement can be used to encourage specific target behaviors.True/False
. One of the psychosocial functions of mentoring is role modeling.True/False
. Within the context of practical intelligence, Yale’s Robert J. Sternberg rejects the notion of “born leaders.”True/False
. Transactional leaders characteristically offer a lot of personal attention and advice to employees.True/False
. The ideal leader is relationship-motivated, according to Fiedler’s contingency theory.True/False
. Blake and Mouton, through their research with the Leadership Grid®, came to believe that no one best style of leadership exists.True/False
. Higher EQ scores indicate more polished social skills and greater emotional maturity.True/False
. Despite differing characteristics between leaders and managers, we need people who can lead and manage today.True/False
. Negative power, based on threatened or actual punishment, is one of the five bases of power.True/False
. According to research, consultation and rational persuasion are the most widely used influence tactics on the job.True/False
All things considered, can leadership be taught or do some people just naturally have what it takes? Explain.
How would you integrate a formal mentoring program with the Crotonville course work?
If you were a GE employee and were nominated to attend Crotonville, what would you look forward to the most (and what would you fear the most) about the experience? Explain.
Is GE’s Crotonville a better learning environment than the typical college classroom? Why or why not?
Referring to the section titled“Learning to Manage” in Chapter 1, do you think this is an effective way to teach leadership? Explain.
. How could you improve your emotional intelligence, in terms of the items on this test?
. What, if any, connection do you see between the concepts of emotional intelligence and servant leader? Explain.
. Have you ever worked with or for someone who had high emotional intelligence? If so, describe that person and rate her or his effectiveness. Do the same for someone with low emotional intelligence.
. What do you like or dislike about the concept of emotional intelligence?
. Which of the following is not among the areas that managers should concentrate on as they attempt to build trust?A. Predictability B. Competence C. Fairness D. Communication E. Friendship
. A cross-functional team can best be described as A. a mix of employees and outside consultants.B. people assigned to play the role of devil’s advocate.C. containing no more than three members.D. both managers and nonmanagers from the same department.E. a mix of specialists.
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