Question Question 1 When actual performance falls outside an acceptable range of variation, it is termed a(n) ________. significant deviation acceptable deviation large deviation insignificant deviation Question 2 This is the primary reason for why managers often travel long distances to have a face-to-face meeting with someone. Most communication is done through body language. It shows respect. Other forms of communication have security concerns. It communicates a sense of power, rank, and mobility. Question 3 Value is any aspect of a product that customers ________ in the product. notice want to see will pay for like or admire Question 4 The great advantage of a written message is that it ________. is unambiguous is informal provides a permanent record is easy to provide feedback for 2 points Question 5 U.S. managers tend to rely on this style of communication. formal and written verbal and informal verbal and formal informal and unwritten Question 6 Everything a manager does involves communication. True False Question 7 A management information system (MIS) provides managers with ________ data. raw unanalyzed analyzed and processed numerical Question 8 ________ is a measure of how readily a company can use its assets to generate profits. Activity Profitability Liquidity Leverage Question 9 One advantage of a written communication is that it provides a record of the information. True False Question 10 Control is the process of monitoring and evaluating activities to ensure that they are being accomplished as planned. True False Question 11 A ________ is the actual physical product encoded by the source. Source Thought Message Channel Question 12 Annual losses from organizational theft and fraud amount to about ________ per worker. $500 $6000 $2500 $4500 Question 13 McDonald’s recently made productivity gains by cutting the ________. weight of an order of French fries wages of workers time it takes to make French fries time workers were trained Question 14 Since Deming first proposed his 14 points for improving productivity, his prescriptions have ________. been confirmed for U.S. workers only been confirmed repeatedly been largely discredited fallen into disuse Question 15 MBWA stands for management by ________. walking around work area work action written action Question 16 Along the grapevine, ________. good news travels fastest good news travels slowest bad news travels fastest bad news travels slowly Question 17 Value is created during the process of ________. inputs being stored outputs being measured operations being controlled inputs being converted into outputs Question 18 Which kind of control takes place after the actual work has been carried out? feedback concurrent forward feedforward Question 19 This is the primary goal of active listening. avoiding premature judgments or interpretations of the speaker’s message developing empathy with the speaker understanding the full meaning of the speaker’s message focusing on the speaker Question 20 The manager has control over all three components of customer service interactions. True False Question 21 When a budget is formulated, it is being used as a(n) ________ tool. controlling planning leadership organizing Question 22 W. Edwards Deming thought that ________ the key to productivity. managers were controlling costs was both managers and workers were workers were Question 23 A car company that puts more effort into measuring quality than total units sold most likely wants to excel at ________. customer satisfaction employee satisfaction efficiency cost per unit Question 24 A drawback to instant messaging is that it creates security problems. True False Question 25 The ________ is the series of work actions that add value to a product as it is being transformed from inputs to finished product. value chain output chain supply chain input chain Question 26 With respect to planning, Deming believed that ________ was most important for productivity. long-term p…
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