Deck 2: Learning From the History of Management Thought

Question 1

Howard Schultz, chairman of Starbucks, indicated that his greatest challenge was to attract and manage a world-wide workforce.

Answer 1

True

Question 2

Since going public, Starbucks' stock has doubled in price and its retail sales have exceeded $2 million.

Answer 2

False

Question 3

The three main branches of the traditional viewpoint are bureaucratic management, scientific management, and collaborative management.

Answer 3

False

Question 4

Bureaucratic management relies on rules, a set hierarchy, a clear division of labor, and detailed procedures.

Question 5

Companies, such as McDonald's and Wendy's, utilize division of labor.

Question 6

Some managers of organizations use charismatic authority, i.e., custom, ancestry, gender, birth order, and the like, to influence subordinates.

Question 7

Some managers, such as Jeffrey Schwartz, CEO of Timberland, and Oprah Winfrey, CEO of Harpo, have used their charisma to motivate and influence others.

Question 8

The expected benefits of a bureaucratic approach to management are effectiveness and continuity.

Question 9

Pulte Homes' success is a good example of the effective use of the communication competency.

Question 10

Using a rational decision process, managers at Pulte Homes segmented the home market into 11 categories.

Question 11

Frederick Taylor analyzed work flows, supervisory techniques, and worker fatigue using time-and-motion studies.

Question 12

Frank and Lillian Gilbreth were concerned with the human side of industrial engineering. In fact, Frank Gilbreth used motion pictures to develop a system that substantially reduces the number of steps in the bricklaying process.

Question 13

Advocates of scientific management tend to stress the need for centralization of decision-making.

Question 14

Henry Gantt devised a visual plan for use in production scheduling.

Question 15

Like other traditionalists, Henri Fayol emphasized formal structure and processes, believing that they are necessary for the adequate performance of all important tasks.

Question 16

Henri Fayol felt strongly that to be successful, managers only needed to understand and apply the basic managerial functions - planning, organizing, leading, and mentoring.

Question 17

Mary Parker Follett believed that management is a flowing, continuous process-not a static one-and that if a problem has been solved, the method used to solve it probably generated new ideas and solutions.

Question 18

Chester Barnard made a significant contribution to the history of management with the acceptance theory of authority. This theory held that employees will choose to follow management's orders if they understand what is required, believe the orders to be consistent with organizational goals, and see positive benefits to themselves.

Question 19

Researchers in the Hawthorne studies concluded that the increases in productivity weren't caused by the physical setting but by a complex emotional chain reaction.

Question 20

Jack Lowe, CEO of TDI, found that their teamwork culture promoted high performance and increased the length of time employees stayed with TDI.

Question 21

For TDI, creating a culture of teamwork that promotes high performance and longevity is based on the concept of supportive leadership.

Question 22

One of the keys to the servant leadership philosophy is that managers have to earn the recognition and respect of employees.

Question 23

Proponents of the systems viewpoint look at how managers do what they do, how managers lead subordinates and communicate with them, and why managers need to change their assumptions about people if they want to lead high-performance teams and organizations.

Question 24

The systems viewpoint represents an approach to solving problems by diagnosing them within a framework of inputs, transformation processes, outputs, and feedback.

Question 25

A closed system interacts with its external environment whereas an open system limits its interactions with its environment.

Question 26

Systems analysis and quantitative techniques have been used primarily to manage transformation processes and in the technical planning and decision-making aspects of management.

Question 27

According to the Ethical Challenge, Bruce Fischman estimates that 20 to 25 percent of brand blog attacks are sponsored by competitors.

Question 28

Gay bloggers attacked Microsoft over its failure to support a gay rights bill in the state of Washington last year.

Question 29

The contingency viewpoint holds that the effectiveness of different managerial styles, guidelines, or techniques should vary based on the situation.

Question 30

There are three important contingency variables: the external environment, people, and technology.

Question 31

In Germany, Philips has 35 factories and offices with more than 20,000 employees.

Question 32

Phillip's Indian factory is more efficient than the Chinese factory.

Question 33

The contingency viewpoint of management is useful because of its conceptual approach, which clearly departs from the situational approach of the traditionalists.

Question 34

Critics argue that the contingency viewpoint is nothing new. They say that it is merely a meshing of techniques from the other viewpoints of management.

Question 35

Total quality management (TQM) is a philosophy that makes quality values the driving force behind leadership, design, planning, and improvement initiatives.

Question 36

Quality is defined as how well a product or service does what it is supposed to do.

Question 37

The focus of the quality viewpoint is on output, defined as how well a product or service does what it is supposed to do.

Question 38

W. Edwards Deming, the godfather of the quality movement, taught eager Japanese managers how to use statistics to assess and improve quality.

Question 39

The contingency process generally focuses on measuring inputs, transformation operations, and outputs.

Question 40

The importance of a positive company image is illustrated by the management practices at Timberland.

Question 41

Ecometrics is a measure of the environmental impact of manufacturing a product on the planet.

Question 42

Howard Schultz, chairman of Starbucks, indicated that his greatest challenge was to a world-wide workforce.

A) attract and manage
B) train and engage
C) mentor and evaluate
D) none of the above

Question 43

Which statement is false regarding Starbucks?

A) It operates more than 8,500 stores in over 30 countries.
B) The company's long-term expansion plans are to acquire Caribou Coffee.
C) Starbucks has distributed more than $12 million to charitable organizations.
D) One challenge of Starbucks is to decide whether the company should expand into food service.

Question 44

Starbucks definition of "total pay" refers to "your special blend" of all of the following except:

A) compensation
B) stock
C) fringe benefits
D) corporate housing

Question 45

During the 30 years following the Civil War, the United States emerged as a leading industrial nation. Which of the following was not cited in the text as an important turning point in business and management history during that time?

A) the presentation by Henry Towne of a paper titled "The Engineer as an Economist" to the American Society of Mechanical Engineers
B) the founding of the American Federation of Labor (AFL)
C) the Haymarket Affair
D) All of the above were cited as important turning points.

Question 46

The Labor Movement in America was written in 1886 by __________.

A) Henry R. Towne
B) Fredrick Taylor
C) Richard T. Ely
D) Henri Fayol

Question 47

Many business "giants" were born in 1886. All of the following were in operation except ___________.

A) Coca-Cola
B) Sears, Roebuck and Company
C) Westinghouse
D) International Business Machines (IBM)

Question 48

During 1886 more than 600,000 employees were out of work because of strikes and lockouts. On May 6, 1886, a group of labor leaders led a demonstration in which seven bystanders were killed. This event was known as (the) _______________.

A) Haymarket Affair
B) Chicago Riot
C) Cold War
D) Black Friday

Question 49

There are several reasons why we consider the past events in studying modern management concepts. All of the following are reasons except:

A) many of the practices established in past are still used today.
B) the past is a good teacher, identifying practices that were successful and those no longer effective.
C) history gives us a feel for the types of problems which managers have long struggled to find solutions.
D) past successes generally lead to future successes.

Question 50

Most large businesses in the newly industrialized United States in the early part of the nineteenth century began to experience problems that had previously only applied to _________________.

A) agrarian economies
B) governments
C) European factories
D) early Japanese factories

Question 51

The founders of bureaucratic management, scientific management, and administrative management came from what countries?

A) Germany, the United States, and France
B) Germany, Great Britain, and Spain
C) Japan, Germany, and Ireland
D) England, Japan, and the United States

Question 52

Paula Walker works for an organization that relies heavily on rules and has a clear division of labor. This approach is referred to as ___________ management.

A) contingency
B) system
C) bureaucratic
D) scientific

Question 53

Jason Liu has been studying the characteristics of bureaucratic management. ____________ is not one of the characteristics.

A) Rationality
B) Short-term career commitment
C) Impersonality
D) Hierarchical structure

Question 54

The person most closely associated with bureaucratic management is .

A) Adam Smith
B) Max Weber
C) Frederick Taylor
D) Henry Gilbreth

Question 55

Phyllis Chang is the information systems manager for a large bank. Her department processes large amounts of standardized information, uses routine and stable technology, and has stable and known customer needs. It would be most effective for Chang to use the _______________ managerial viewpoint.

A) contingency
B) bureaucratic
C) administrative
D) scientific

Question 56

Esther Broadway desires for her employees to act in a standard way while they are on the job. According to the bureaucratic approach to management, it is ______________ that outline(s) the way people behave and act while they are working.

A) rules
B) division of labor
C) hierarchical structure
D) impersonality

Question 57

The Houston police department ranks jobs according to the amount of authority given to each job. Those in lower level positions are under the control and direction of those in higher level positions. This is an example of the bureaucratic management characteristic of ______________.

A) rules
B) hierarchical structure
C) impersonality
D) division of labor

Question 58

Brad Shipp is a manager of a local manufacturing firm. Shipp recruits labor with different skills for different jobs. This is characteristic of .

A) rationality
B) impersonality
C) hierarchical structure
D) division of labor

Question 59

Erin Turner believes a well-defined organizational structure helps control employee behavior. Each employee will know where he or she stands in relation to everyone else in the organization. This is characteristic of __________.

A) impersonality
B) division of labor
C) hierarchical structure
D) rationality

Question 60

The divine right of kings is characteristic of ___________ authority.

A) traditional
B) charismatic
C) rational-legal
D) both b and c

Question 61

David Williams is an area supervisor for Jos A. Banks. Williams feels he should always be fair and impersonal when dealing with his subordinates. Being impersonal in his supervision of others is a characteristic of _______________.

A) decoding
B) referent power
C) person-role conflict
D) authority structure

Question 62

Dr. Martin Luther King, Jr. was known for his ability to motivate and influence his followers. In fact, many of his followers even suspended their own judgment while working for Dr. King. This illustrates Dr. King's exercise of _____________ authority.

A) charismatic
B) traditional
C) rational-legal
D) referent

Question 63

Henry Pham lives with a system whereby authority is based on ancestry, gender, and birth order. This characterizes ______________ authority.

A) contingency-based
B) charismatic
C) rational-legal
D) traditional

Question 64

Rick Hymer's orders are obeyed because he is a store manager at Macy's department stores. However, this authority depends on employees' acceptance of the organization's rules. This illustrates ___________ authority.

A) traditional
B) charismatic
C) expert
D) rational-legal

Question 65

Debi Guarino has just accepted a sales position with Aprogenex Biotech Company. The firm uses job security, tenure, salary increases, and pensions to ensure that employees satisfactorily perform their assigned duties. This approach characterizes ___________.

A) division of labor
B) lifelong career commitment
C) rationality
D) hierarchical structure

Question 66

The bureaucratic characteristic of ____________ allows general goals of the organization to be broken into more specific goals for each part of the organization. For example, Robert Half International keeps its various temporary agency and permanent placement operations as separate business units, as well as setting up industry specific personnel companies.

A) traditional authority
B) departmentalization
C) symbolic authority
D) rationality

Question 67

Managers in bureaucratic organizations, such as the civil service and IRS, often rely on the results of written and physical tests, amount of formal education, and previous work experience in making hiring and promotion decisions. These criteria are most associated with _______.

A) division of labor
B) stakeholder control
C) lifelong career commitment
D) hierarchical structure

Question 68

_______________ has the least amount of bureaucracy of the organizations listed below.

A) MP3
B) IRS
C) The Ford assembly-line plant
D) McDonald's

Question 69

The use of rules and regulations for the size and weight of packages enables FedEx to deliver more than 14 million packages everyday. This is an example of how firms may benefit from ____________ management.

A) behavioral
B) rational
C) bureaucratic
D) contingency

Question 70

In order to maximize call center efficiency, supervisors require call workers to do all of the following except __________.

A) answer inbound calls by the fourth ring
B) restrict their rest breaks to 5 minutes
C) be electronically monitored for productivity
D) not leave the building for lunch

Question 71

The expected benefits of bureaucratic management are ___________ and ___________.

A) efficiency; consistency
B) efficiency; effectiveness
C) rules; regulations
D) policies; procedures

Question 72

Pulte Homes builds more than __________ homes a day in 54 metro markets spanning 28 states.

A) 50
B) 100
C) 250
D) 400

Question 73

At Pulte Homes, _____________ now drive(s) every location decision.

A) centralized decision-making
B) knowledgeable managers
C) overall analysis
D) detailed market segmentation

Question 74

There are many drawbacks to bureaucracy. Rigid rules and red tape are often cited. This may foster all of the following except ____________.

A) low motivation
B) individual autonomy
C) high turnover
D) shoddy work

Question 75

All of the following are drawbacks to bureaucracy except ___________.

A) progressive decision making
B) protection of authority
C) incompatibility with changing technology
D) incompatibility with workers' values

Question 76

Caterpillar believes that the company cannot afford to support a maze of corporate buck-passers. They have changed their system by focusing on customer satisfaction. Employees are able to swap essential information and determine what type of engine the customer wants. The text defines this as a positive step related to which of the following?

A) professional values
B) protection of authority
C) decision making
D) changing technology

Question 77

Jenny Gruber, regional director of accounting and finance for Marriott International, says, "I have to rely more on the professionalism and commitment of my people than on rules and regulations." This is an indication of which drawback of bureaucracy?

A) incompatibility with workers' values
B) protection of authority
C) incompatibility with changing technology
D) slow decision making

Question 78

Bureaucratic management is still widely and successfully used today. This approach is most effective when used with all of the following except when .

A) large amounts of standard information have to be processed
B) the needs of customers are not known and are likely to change
C) the technology is routine
D) the technology is stable, so employees can be easily and quickly
Taught how to operate machines

Question 79

The pioneer of scientific management is ______________.

A) Henri Fayol
B) Elton Mayo
C) Henry Gilbreth
D) Frederick Taylor

Question 80

Frederick Taylor thought that there was one best way to perform any task. He also thought that the company should be run by routine and efficient methods. One way to make a task more routine and efficient is through _______________.

A) time-and-motion studies
B) better machinery
C) better lighting
D) an organic approach