Deck 9: Creating and Maintaining High-Performance Organizations

Question 1

Measures of employees' performance should take the effects of situational constraints into account.

Answer 1

True

Question 2

The most popular way to empower employees is to design work so that it can be performed easily by each individual.

Answer 2

False

Question 3

An HRM audit is a formal review of the outcomes of HRM functions.

Answer 3

True

Question 4

People experience occupational intimacy when they love their work, when they and their co-workers care about one another, and when they find their work meaningful.

Question 5

The usual way to measure customer satisfaction in the course of an HRM audit is to conduct experiments in controlled environments.

Question 6

A written code of ethics is usually ineffective if it is developed with input from employees about situations they encounter.

Question 7

Transaction processing includes the activities required to meet government reporting requirements.

Question 8

Compensation usually discourages high-performance organizations when it is linked in part to performance measures.

Question 9

An organization's HR department makes most decisions about organizational structure.

Question 10

To create a learning organization, one challenge is to shift the focus of training away from merely generating and sharing knowledge toward a stronger focus on teaching skills.

Question 11

One way to measure HRM effectiveness is to use HR analytics to measure a program's success in terms of whether it achieved its objectives and whether it delivered value in an economic sense.

Question 12

Creating a high-performance work system is similar to traditional management practices because both treat decision making about technology, organization structure, and human resources as unrelated.

Question 13

High-performance work systems are characterized by high employee turnover.

Question 14

The reward systems of an organization include the performance measures by which employees are judged and the methods of measuring performance.

Question 15

A benefit of e-HRM is that employees can help themselves to information they need when they need it, instead of contacting an HR staff person.

Question 16

An expert system can increase efficiency by enabling more highly skilled employees to do work that otherwise would require many less-skilled employees.

Question 17

To set up a performance management system that supports the organization's goals, employees need to understand what they must do to contribute to goal achievement.

Question 18

Landry, a human resource manager, proposes that her company hire an expert in HR analytics. This competency could enable the company to measure the economic costs and benefits of its HR programs, so it can continue only the programs that add value.

Question 19

For an organization's human resource division, "customers" are the organization's top management.

Question 20

Training dollars per employee is a business indicator of the success of an HR department's introduction and orientation programs.

Question 21

Which statement is true about task design?

A) It determines what type of information to gather to reduce errors in planning.
B) It empowers people to perform better and create goals that match an organization's goals.
C) It allows the recruitment of prospective candidates to occur in an easier manner.
D) It involves dividing a task or assignment into smaller tasks or assignments so that short-term goals can be met.
E) It involves the clustering of details pertaining to an organization's required activities.

Question 22

Identify the term that refers to the way in which an organization groups its people into useful divisions, departments, and reporting relationships.

A) job structure
B) organizational structure
C) value chain
D) corporate design
E) relationship management

Question 23

In a high-performance work system, task design makes jobs

A) narrow in scope.
B) high in task significance, but low in autonomy.
C) highly specialized.
D) efficient while encouraging high quality.
E) simple and repetitive.

Question 24

High-performance work systems result in

A) simple, repetitive jobs.
B) high employee turnover.
C) high production costs.
D) high product quality.
E) centralized decision making.

Question 25

What is a key element of high-performance work systems?

A) the organization
B) a rigid hierarchy
C) measurable skill sets
D) the right people
E) exact synchronization between divisions

Question 26

Which group in an organization usually makes most of the decisions about organizational structure?

A) top management
B) HR department
C) supervisors
D) middle-level managers
E) technical analysts

Question 27

As part of his company's initiative to create a high-performance work system, Cody, an HR manager, has been reorganizing work so that teams of employees will concentrate on coordinating their efforts to make sure customers are satisfied. The vice president of human resources has asked Cody to explain to a team of executives how this project will help the company's financial performance. What would be the most effective explanation for Cody to use?

A) Getting employees focused on customer satisfaction should take their focus off compensation, lowering costs.
B) Improving customer satisfaction should increase demand, leading to greater sales and profits.
C) Satisfied customers should result in higher quality, which, in turn, will increase the degree of innovation.
D) Customer satisfaction should lower employee absenteeism and turnover, which reduces costs and raises profits.
E) Focusing on customer satisfaction will drive up productivity, which, in turn, drives up profits.

Question 28

Which statement is true of high-performance work systems?

A) Creating a high-performance work system is akin to using traditional management practices.
B) To function as a high-performance work system, people, technology, and organizational structure must be completely independent of one another.
C) To develop a high-performance work system, organizations need to determine what kinds of people fit their needs and then locate, train, and motivate those special people.
D) A high-performance work system usually excludes reward systems.
E) Integrated high-performance work practices usually have little impact on productivity and long-term financial performance.

Question 29

Which statement is true about the outcomes of high-performance work systems?

A) The outcomes of high-performance work systems include high employee turnover.
B) Sales revenues increase the outcomes of high-performance work systems.
C) Clients are the main force that drives the outcomes of a high-performance work system.
D) The outcomes of each employee contribute to a system's overall high performance.
E) Incentives provided to each employee play a big part in contributing to outcomes.

Question 30

Which element in a high-performance work system contributes to high performance by encouraging people to strive for objectives that support the organization's overall goals and includes the performance measures by which employees are judged?

A) organizational goals
B) task design
C) reward systems
D) information systems
E) training systems

Question 31

Outcomes of a high-performance work system include higher productivity and

A) efficiency.
B) maintenance.
C) manpower.
D) equipment.
E) resources.

Question 32

Which of the following would most likely aid in the formation of a high-performance work system?

A) employees' rewards and compensation that relate to the company's financial performance
B) work design that allows employees to use a single skill
C) technology that is used to discourage flexibility
D) employees that receive little formal performance feedback
E) training that is discouraged because of increasing costs

Question 33

Which element of a high-performance work system determines how the details of the organization's necessary activities will be grouped, whether into jobs or team responsibilities?

A) information systems
B) reward systems
C) performance
D) organizational structure
E) task design

Question 34

Bill is an experienced employee at an organization. The latest policy implemented by the firm's management provides only new employees with bonuses and other perks for exemplary performance. Bill has raised concerns regarding the revised policy, but management stands firm on its revised policy. For Bill's company to be a high-performance work system, which element is Bill seeking to improve?

A) organizational structure
B) staffing
C) reward systems
D) task design
E) information systems

Question 35

In a high-performance work system, organizational structure promotes cooperation, learning, and

A) traditional management practices.
B) personal discipline.
C) improved financial performance.
D) continuous improvement.
E) productivity in all levels of the organization.

Question 36

Which of the following best defines a high-performance work system?

A) an arrangement of machinery and equipment that streamlines the workflow and results in maximum efficiency and cost savings
B) the right combination of people, technology, and organizational structure that makes full use of the organization's resources and opportunities in achieving its goals
C) a computer software system that is designed to help managers solve problems by showing how results vary when the manager alters assumptions or data
D) a system that is used to collect, record, store, analyze, and retrieve data concerning an organization's human resources
E) a performance management system that measures customer satisfaction

Question 37

Giebel United is a new firm located in Indianapolis. The firm has to hire qualified individuals, compartmentalize them into different departments, and hire a set of managers who will be able to instruct, monitor, and guide these employees to ensure smooth functioning of the organization. In this scenario, Giebel United is creating a(n)

A) information system.
B) task-design procedure.
C) reward system.
D) organizational structure.
E) staffing solution.

Question 38

In which way do modern information systems contribute most directly to the creation of a high-performance work system?

A) by encouraging employees to strive for objectives that support the organization's goals
B) by determining the details of the organization's necessary activities
C) by enabling organizations to give many employees access to information
D) by grouping people into useful divisions and departments
E) by selecting people who can perform their jobs well

Question 39

Allie was recently promoted at a leading IT firm. Her supervisor has given her access to previously restricted programs, and Allie can now retrieve certain confidential data necessary to her job responsibilities. Given the nature of her work, which element of a high-performance work system is illustrated in this scenario?

A) organizational structure
B) staffing
C) reward systems
D) task design
E) information systems

Question 40

Which statement is true of an organizational structure in a high-performance work system?

A) It promotes high employee turnover.
B) It promotes cooperation and learning.
C) It discourages competition.
D) It helps the organization select the right people with the required qualifications.
E) It encourages people to strive for objectives that support the organization's overall goals.

Question 41

A work team can be empowered by

A) reducing the team's interaction with other departments or teams.
B) keeping roles independent and separate from one another.
C) authorizing the team to make decisions traditionally made by managers.
D) confining the scope of work done by the team and its members.
E) assigning management of work schedules to the manager.

Question 42

For empowerment to succeed, managers should

A) micromanage their teams and delegate as much work as possible.
B) ensure that communication flows top down from senior management.
C) help their teams ensure that communication flows in both directions.
D) hold frequent meetings to constantly supervise the progress of the team.
E) ensure that a team shares information only after it receives approval.

Question 43

Lee, the CEO of Opal Inc., a digital media startup, holds a meeting with his employees, telling them he wants them to put 100 percent effort into their daily work. He adds that in every quarter the company meets its sales targets, employees will receive a $500 bonus. In this scenario, Lee's actions are most likely to improve

A) critical thinking.
B) continuous learning.
C) ethical behavior.
D) employee engagement.
E) information systems.

Question 44

What is the perception about training in a learning organization?

A) It is treated as a superfluous corporate ritual.
B) It is viewed as an investment in the organization's human resources.
C) It is considered as the only driver of continued growth and sustainability.
D) It is deemed as the primary means of retaining good employees.
E) It is regarded as a tool to minimize organizational anarchy.

Question 45

Hadley, a human resource manager at Ion Consulting, believes that it is important for employees to feel a sense of satisfaction about their jobs, because a satisfied employee will contribute more to the organization than an employee who is dissatisfied with his or her job. Which action by Hadley's department would best contribute to employee satisfaction?

A) rewarding employees for meeting goals
B) paying all employees the same salary, regardless of performance
C) giving out trophies instead of extra pay for accomplishments
D) simplifying jobs to the most routine activities
E) setting easy-to-reach goals

Question 46

Good Motors pays a lot of attention to improving employee skills on the job. Its training centers and mentors are open to one-on-one sessions, group discussions, and workshops. The organization boasts a world-class resource center that offers the latest editions of many books and journals related to the automotive industry. All employees have free access to the knowledge pool in the organization and are welcome to initiate discussions on topics of interest. In this scenario, Good Motors has created a

A) learning organization.
B) cultural organization.
C) static organization.
D) smart organization.
E) technology-based organization.

Question 47

The practices that do most to promote employee engagement are opportunities for career progress, recognition for accomplishments, and

A) excellent benefits.
B) strong leadership.
C) a corporate learning culture.
D) brand alignment.
E) empowerment.

Question 48

Each employee's and each group's ongoing efforts to gather information and apply the information to their decisions in a learning organization is referred to as

A) continuous learning.
B) critical thinking.
C) innovation.
D) cognition.
E) groupthink.

Question 49

Which statement is true about a learning organization?

A) It actively resists organizational change.
B) It usually considers organizational learning a barrier to the dissemination of corporate culture.
C) It supports lifelong learning by enabling all employees to continually acquire and share knowledge.
D) It places a relatively low importance on innovation.
E) It considers training a superfluous corporate ritual.

Question 50

Teamwork and empowerment contribute to high performance when they improve

A) job satisfaction.
B) organizational goals.
C) organizational ethics.
D) job rotation.
E) job enlargement.

Question 51

Delany, the learning and development manager at StudyHelpers Inc., believes that in addition to providing superior benefits to employees, it is important to create an environment in which employees are able to develop. She suggests a new program that encourages employees take time out of their workday to research relevant topics and share knowledge with their colleagues. Which statement best supports the value of this program to StudyHelpers?

A) Any increase in learning activities in an organization increases workload and decreases the time available to handle the workload.
B) Conversing with co-workers should occur during employees' free time, not as part of their daily work activities.
C) The time that employees spend in research may interfere with projects that must be accomplished under tight deadlines.
D) Shared knowledge can lead to new innovations for StudyHelpers, as well as the development of internal talent.
E) Employees will use the knowledge they've acquired to assert their intellectual superiority over management.

Question 52

Which condition contributes to high performance?

A) Teams perform work only if the employees are interested in a project.
B) Work design gives employees the opportunity to utilize a variety of skills.
C) Training is not ongoing, but it is implemented when necessary.
D) Changes to layout and work methods are handled by management.
E) Employees' rewards and compensation relate mainly to individual performance.

Question 53

What is a valid reason for ethical behavior to be a necessary condition for high performance?

A) It fosters competitiveness.
B) It empowers first-line managers and supervisors.
C) It helps an organization maintain the status quo.
D) It contributes to good long-term relationships with employees, customers, and the public.
E) It encourages people to be highly innovative.

Question 54

A manufacturing firm aims to become a high-performance work system. To do this, a survey team asks employees for comments and suggestions on how they can improve the firm. Some of the newest hires say they feel left out of decision-making processes, while some of the experienced employees say their objections towards the firm switching to cheaper manufacturing equipment went unheard. Which condition would help the firm strengthen the formation of its high-performance work system?

A) The newest employees should be encouraged to focus on their tasks rather than being involved in improving work methods.
B) The management should allow experienced employees to participate in planning changes in equipment, layout, and work methods.
C) The new employees should be left out of planning changes because they are not accustomed to the firm's way of doing things yet.
D) The firm should hire a third party to gain an outsider's assessment on what needs to be done.
E) The survey team should ignore the employee comments and push for the changes they would like to see instead.

Question 55

A learning culture creates the conditions in which managers

A) encourage experimentation.
B) ensure rigidity.
C) help sustain the status quo.
D) encourage groupthink.
E) demonstrate a high degree of risk aversion.

Question 56

The employees at the Seacliff Foundation are continuously conducting research on ways to improve facilities and benefits for the impoverished children they care for. They then implement the ideas resulting from their research. This is an example of

A) brand alignment.
B) continuous learning.
C) employee engagement.
D) performance management.
E) expert systems.

Question 57

________ is a necessary condition of high performance because it contributes to good long-term relationships with employees, customers, and the public.

A) Emotional behavior
B) Ethical behavior
C) Physical behavior
D) Mental behavior
E) Cognitive behavior

Question 58

For a learning organization to function well, employees ought to

A) create short-term learning goals rather than long-term learning goals.
B) identify their own training needs.
C) take part in seminars and conferences at least once every week.
D) share the information that was acquired during the learning process.
E) distribute highly classified information.

Question 59

At Healthy Beauty Solutions, Carly created an award-winning line of lip balm, lip gloss, and lipstick after many hours of research and discussions with experts. Now, with her manager's encouragement, she frequently conducts workshops for other employees about lip color and other beauty products. In this scenario, which feature of Healthy Beauty Solutions is exemplified?

A) flexible environment
B) critical thinking
C) learning culture
D) job rotation
E) functional organization

Question 60

The most popular way of empowering employees is by

A) narrowing the scope of jobs.
B) designing work so that it is performed by teams.
C) adopting a centralized decision-making approach.
D) paying bonuses to all employees regardless of contribution.
E) providing employees with simple, repetitive jobs.

Question 61

Which HRM practice helps organizations achieve high performance?

A) work performed by individuals
B) an organization discouraging continuous learning
C) a performance management system measuring customer satisfaction and quality
D) pay systems primarily rewarding loyalty to the company
E) technology which increases costs

Question 62

Job design aimed at empowerment

A) is complex.
B) limits flexibility.
C) includes access to resources.
D) increases employee turnover.
E) includes a rigid pay structure.

Question 63

Which selection method is used by organizations to identify employees who innovate, share ideas, and take initiative?

A) technical proficiency
B) psychological testing
C) structured interview
D) ambition research
E) physical ability

Question 64

Compensation systems can help create the conditions that contribute to high performance. Consequently, organizations can increase empowerment and job satisfaction by

A) communicating the basis for decisions about pay.
B) disassociating compensation from performance measures.
C) discouraging negotiations regarding pay.
D) limiting employee participation in management.
E) limiting the use of gainsharing and profit sharing.

Question 65

BigFive Inc. has been known for its excellent customer service since its start more than 40 years ago. The company carefully selects employees based on their combination of skills and commitment to the company's values of service and quality. How does BigFive's selection process contribute to the company's high performance?

A) BigFive focuses on outcomes that can be defined in specific terms.
B) BigFive can benefit from the use of teamwork and employee empowerment.
C) BigFive's selection process avoids the use of psychological testing.
D) BigFive's employees have more technical skills than competitors' employees have.
E) BigFive's employees not only know how to do their work but also are enthusiastic and committed.

Question 66

New technology usually involves ________, which is using equipment and information processing to perform activities that had been performed by people.

A) downsizing
B) outsourcing
C) offshoring
D) automation
E) diversification

Question 67

The slogan of Nature's Source Products is "Loving the Planet." This is more than just an advertising message. The company hires people who not only have job-related skills but also a commitment to sustainability and enjoyment of nature. The employees regularly have opportunities to sign up for service projects such as river cleanups and recycling drives. Employees are enthusiastic about developing and marketing products made with all-natural ingredients sustainably sourced. The HR department uses its communication tools to remind employees about how everyone contributes to realizing this eco-friendly vision for the company. Together, these efforts at Nature's Source Products create

A) brand alignment.
B) a learning culture.
C) critical systemic thinking.
D) knowledge sharing.
E) continuous learning.

Question 68

A year ago, a production facility of a beverage company became the subject of negative news coverage following complaints that it had been slow to alert the community to some contamination of the water supply. During the reporters' investigation, several employees came forward to blame a supervisor who they claimed ignored their suspicions about the contamination. After the stories spread, the human resource department noticed that the number of workers applying for jobs at the facility had rapidly declined and so had the quality of applicants who did apply. The troublesome manager was dismissed, and now the human resource department is investigating how to improve the ethical climate at the facility. Which measure would contribute most to the effort?

A) recognizing that, for a business, ethical issues are mainly relevant in the short term
B) sending executives to an off-site private retreat to write a code of ethics together
C) shutting down channels through which unethical acts might become known
D) keeping quiet until the incidents are forgotten
E) including measures of ethical behavior in performance management

Question 69

A media company gives its employees monetary bonuses at the end of the company's fiscal year based on employees' contributions to the firm's financial success. This is a method of

A) including employees in organizational planning.
B) rewarding employees for advanced training.
C) disseminating organizational learning.
D) increasing employee participation in strategic decision making.
E) linking compensation to performance measures.

Question 70

TTI Inc., a software company, is currently looking for new candidates to fill vacant positions. It is looking for prospective candidates who are enthusiastic about their work and willing to share their knowledge on various topics related to their field. The HR department is responsible for finding the right type of candidate to fit the open roles in the organization. In this scenario, the HR department contributes to high performance through

A) job design.
B) training.
C) performance management.
D) recruitment and selection.
E) job search.

Question 71

Identify the HRM practice that can assist firms in becoming a high-performance organization.

A) a conservative discipline system
B) avoiding monitoring employees' satisfaction
C) a job-related and legal selection system
D) a work design encouraging rigidity
E) using technology sparingly

Question 72

Which practice is most likely to enhance occupational intimacy?

A) lowering emphasis on organizational learning
B) narrowing the scope of work
C) setting highly abstract goals
D) establishing rigid and enduring pay structures
E) establishing policies that show concern for employees' needs

Question 73

Which of the following refers to the computations and calculations involved in reviewing and documenting HRM decisions and practices?

A) e-HRM
B) transaction processing
C) automation
D) expert systems
E) decision support systems

Question 74

To improve the performance of employees at Apple Orchard Inc., the company provides recognition and monetary benefits to those employees whose performance exceeds expectations. This strategy can motivate some employees to perform better. This is an example of a(n) ________ strategy.

A) occupational intimacy
B) brand alignment
C) appraisal
D) compensation
E) job design

Question 75

Fred works at a publishing house. He is fond of his work and is a passionate team member. His colleagues show concern for him and his work, and he experiences a positive feeling about his work. In the context of job satisfaction, the feeling experienced by Fred is known as

A) job altruism.
B) occupational intimacy.
C) work loyalty.
D) task obedience.
E) job compliance.

Question 76

One way performance management systems can support organizational goals is by

A) defining and measuring performance in broad behavioral terms.
B) linking performance measures to meeting internal and external customers' needs.
C) ignoring situational constraints.
D) outsourcing those goals to professional behavior management firms.
E) choosing business goals based on employees' skills and abilities.

Question 77

At a high-performance organization, recruitment and selection aim at obtaining the kinds of employees who can thrive in this type of setting. These employees are

A) primarily individual contributors.
B) enthusiastic about knowledge sharing.
C) averse to risk taking.
D) averse to experimentation.
E) averse to taking initiative.

Question 78

People experience ________ when they love their work, when they and their co-workers care about one another, and when they find their work meaningful.

A) burnout
B) cognitive job satisfaction
C) occupational intimacy
D) diminished personal accomplishment
E) emotional dissonance

Question 79

Ronald, the general manager of Bennett Furniture, believes that each employee must thoroughly understand the goals of the organization. He understands that adhering to the vision and mission of the organization will help increase employee satisfaction and clarity. What strengthens Ronald's belief?

A) The vision and mission of the organization are ethical.
B) Understanding the organization's goals helps employees improve their performance.
C) Employee performance can be enhanced by keeping costs under control.
D) Ronald has too many expectations of his employees.
E) The organization's goals constantly change.

Question 80

The human resource department of Miller Memorial Hospital has played a leading role in helping the hospital become a high-performance work system. Recently, the team has been focusing on the organization's performance management. Which effort would most directly ensure that performance management supports the development of a high-performance work system?

A) preventing organizational culture from influencing employees' behaviors
B) making sure employees know how their work contributes to the hospital's mission
C) ensuring the confidentiality of the organization's primary objectives
D) developing the hospital's talent to move into positions of greater responsibility
E) identifying and hiring people who are enthusiastic about and able to contribute to teamwork