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Exam 6: Understanding the Management Process

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Question 1

Multiple Choice

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As Shelly Jones, manager of Sears, hands out customer questionnaires to get a better idea of customers' needs as well as their concerns, she is exercising which facet of total quality management (TQM) ?

A) Employee participation in improving the quality of work
B) Customer satisfaction
C) Strengthening relationships with suppliers who are also customers
D) Continuous quality improvement
E) Strong leadership skills

F) None of the above
G) A) and E)

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Question 2

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A manager with strong conceptual skills is able to think well in concrete terms.

A) True
B) False

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Question 3

Multiple Choice

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Which of the following items is not a part of planning?

In the last stage of the decision-making process, managers may decide to

Lawyers, accountants, and engineers are ____ resources of Microsoft.

A former CEO at International Telephone and Telegraph had a reputation for publicly humiliating subordinates who annoyed or disappointed him. This manager obviously needed to improve his ____ skills.

Define the aspects of a SWOT analysis and how it can benefit a company.

What are two components that are crucial to the effectiveness of a total quality management program?

Heather is in charge of ensuring that the processes at her bank run smoothly so that the business will be able to provide its services efficiently and effectively. Heather is a(n) ____ manager.

If Southwest Airlines closely evaluates the products and processes of United Airlines with the intent of improving quality among their own products and practices, Southwest is using

​Lower operating costs and higher return on sales and on investments are the benefits of

As a manager at Johnson Electric, an armature motor manufacturer, Charles is responsible for quality. As he carries out his controlling function, Charles sets the standard for the number of defective parts per million, and then he gathers the data measuring the actual performance. What third step of the control function should Charles take next?

____ resources are used to meet obligations to investors and creditors.

Common job titles associated with ____ management include president, vice president, and chief executive officer.

The ability to see the big picture is at the heart of a manager's interpersonal skills.

What is a disadvantage associated with the participative style of leadership?

Common names for top-level managers are vice president, chief executive officer, and chief operating officer.

Top managers rely a great deal on technical skills.

IBM's principal reason for existing is to earn a profit for its shareholders. The means by which IBM does this is through the manufacture of computers. These two statements describe, respectively, IBM's

Dell Computer attempts to earn a profit by manufacturing premium-quality computers. This action represents its mission.