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Exam 7: Management and Leadership

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Question 151

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__________ are units within an organization that receive services from other units within the organization.

A) End-users
B) Internal customers
C) Third-party distribution centers
D) Profit centers

E) All of the above
F) B) and C)

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Question 152

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An organizational chart shows who is accountable for the completion of specific work and who reports to whom.

A) True
B) False

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Question 153

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Research has shown that employee participation in decision-making improves job satisfaction.

__________ is the management function that involves determining whether an organization is progressing toward its goals,rewarding employees for doing a good job,and taking corrective action when they are not.

Strategic planning looks at the organization as a whole,while ________ planning focuses on daily tasks and decisions.

When controlling,it is advisable to set performance standards that exceed what workers can actually achieve,because setting lofty goals encourages workers to put forth a maximum effort.

How are managers today different from managers in the past?

Mini-Case Lauzy Fare left his position as senior vice president at Blue Skies Electronics a few weeks ago to become the new CEO of Idle Time Gaming.Before joining the new company,Lauzy spent time studying Idle Time's competitive position and talking to employees in all divisions and at all levels of the organization.Based on his findings,Lauzy believes that Idle Time has potential,but also faces some serious challenges if it expects to grow. Lauzy found that when confronted by him,most of Idle Time's professional employees seemed almost afraid to express their opinions.He learned that Otto Craddick,the previous CEO and founder of the company viewed himself as the boss,and,as such,micromanaged every aspect of the business.This discouraged employees from using their own initiatives and ideas to solve problems.For example,Otto required sales and service representatives to get his approval before they made any major commitments to customers.Otto's policy prevented the organization from responding quickly to customer requests,so sales were lost.Unlike his predecessor,Lauzy believes it is important for sales and service personnel to be able to deal with many types of customer requests without needing approval from top management.He is confident that giving employees the authority and flexibility to deal with customers,and providing them with the training and resources to help them do so,will improve morale within the company,create customer satisfaction,and grow revenues. Lauzy also wants to make workers throughout the organization feel more appreciated.He plans to continue meeting with them on a regular basis to seek their advice.He hopes his work colleagues will eventually respond to his leadership style.He has already encouraged middle managers to get employees more involved in decision-making,and has suggested some problem solving techniques the managers could try. Although he thought that changing the rigidity of the company culture would be his first challenge at the new firm,Lauzy quickly realized that there were no standards in place to measure the progress of changes in internal morale,customer satisfaction,and profitability.He has asked managers in those departments to spend more time setting performance standards and then monitoring actual performance.Lauzy is confident that in a relatively short period of time internal changes will lead to good company performance.As a member of top management,Lauzy performs a variety of important tasks. -Otto,the previous CEO at Idle Time Gaming relied on a(n) ___________ style of management.

A modern manager's main job is to issue orders,then follow up to make sure employees do as they were told.

Research on leadership supports the idea that the best leadership style depends on several factors,including the people being led and the situation.

__________ is a problem solving technique that attempts to come up with as many solutions as possible in a short time without censoring the ideas.

Good leaders motivate workers and create the environment for workers to motivate themselves.

The last step in the rational decision-making model is to determine whether the decision was a good one and follow up.

____________ skills include the ability to perform tasks of a specific department or job,such as selling (marketing) or bookkeeping (accounting) .

The __________ style of leadership is characterized by making managerial decisions without consulting others.