Lussier, Human Resources Management 3e
SAGE Publishing, 2019
Chapter 1: The New Human Resource Management Process
Test Bank
Multiple Choice
1. In an annual report, the CEO of Acme Global emphasizes the importance of the
people who work for Acme Global and their contribution to the organization’s success.
The CEO is talking about Acme Global’s ______.
A. human resources
B. cost center
C. revenue center
D. productivity
2. ______ is a combination of job satisfaction, ability, and a willingness to perform for
the organization at a high level and over an extended period of time.
A. Empathy
B. Employee engagement
C. Sustainability
D. Productivity
3. Bryan has been employed at Acme Global for 15 years. He is satisfied with his job
and performs it very well. He has been a high performer for all 15 years. According to
HR, Bryan has a high level of ______.
A. sustainability
B. employee engagement
C. empathy
D. efficiency
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
4. ______ and the ability to analyze large data sets have disrupted every industry and
the way every organization does, or should do, business.
A. Productivity
B. Efficiency
C. Revenue
D. Technology
5. In the past, an organization’s human resource department would have been
considered a ______.
A. cost center
B. revenue center
C. productivity center
D. technical skill
6. A ______ is a division or department within the organization that brings in no revenue
or profit for the organization. This type of division or department only costs money for
the organization to run.
A. revenue center
B. business center
C. cost center
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
D. productivity center
7. ______ are divisions or departments in organizations that generate monetary returns
for the organizations.
A. Human resources
B. Cost centers
C. Productivity centers
D. Revenue centers
8. At the Acme Global Corporation, the human resources department provides limited
services to the organization. These services include things like keeping track of job
applicants, maintaining employee paperwork, and filing annual performance
evaluations. This view of the HR department is consistent with the ______ view of
human resource management.
A. 21st century
B. traditional
C. sustainable
D. revenue center
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
9. At the Acme Global Corporation, the human resources department deals primarily
with improving the productivity of the people within the organization. This view of the HR
department is consistent with the ______ view of human resource management.
A. present
B. engagement
C. sustainable
D. traditional
10. A(n) ______ is a revenue center that enhances profitability of the organization
through enhancing the productivity of the people within the organization.
A. productivity center
B. cost center
C. employee engagement
D. human resources
11. In the present view of the field, human resource managers no longer run an
organizational ______. Their function, along with all other managers, is to improve
organizational revenues and profits.
A. revenue center
B. productivity center
C. cost center
D. business skill
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
12. ______ is the amount of output that an organization gets per unit of input, with
human input usually expressed in terms of units of time.
A. Empathy
B. Productivity
C. Sustainability
D. Revenue
13. Ashley is interested in measuring the amount of output that Acme Global gets per
unit of input. Specifically, she would like to measure how much time each worker
spends on each assignment. Ashley is interested in measuring ______.
A. revenue
B. turnover
C. productivity
D. costs
14. Productivity is the result of two components over which managers have control. The
two components are ______.
A. sustainability and turnover
B. absenteeism and turnover
C. productivity and revenue
D. effectiveness and efficiency
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
15. Alex wants to make sure that Acme Global is getting work done whenever and
however it must be done. He frequently asks the question, “Did we do the right things?”
Alex is concerned with ______.
A. efficiency
B. empathy
C. effectiveness
D. sustainability
16. Carli is concerned about how many organizational resources are being used at
Acme Global to get the work done. She frequently asks the question, “Did we do things
right?” Carli is concerned with ______.
A. sustainability
B. cost
C. productivity
D. efficiency
17. In the present view of the field, human resource management deals primarily with
improving the ______ of the people within an organization.
A. empathy
B. sustainability
C. turnover
D. efficiency
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
18. Devin is concerned about how Acme Global will continue to recruit employees given
the aging workforce and skills shortages. Devin is concerned about ______.
A. technical skills
B. knowledge workers
C. labor demographics
D. employee engagement
19. For organizations in developed countries, a lack of ______ for increasingly complex
jobs is an ongoing problem.
A. skilled workers
B. technology
C. diversity
D. competition
20. Managers of a 21st-century organization will need to be more ______ aware to deal
with individuals with significantly different work ethics, cultural norms, and even
languages.
A. culturally
B. technologically
C. effectively
D. efficiency
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
21. In 2024, it is predicted that Hispanic workers of all nationalities will be ______% of
the workforce.
A. 10
B. 20
C. 30
D. 40
22. In 2024, it is predicted that Asian workers will be ______% of the workforce.
A. 2.3
B. 6.6
C. 14.2
D. 24.4
23. Women are currently ______% of the workforce.
A. 35–36
B. 47–48
C. 52–53
D. 57–58
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
24. ______ gather and interpret information to improve a product or process. They are
known for using “their head more than their hands.”
A. Knowledge workers
B. Staff managers
C. Line managers
D. Empathy workers
25. One of the most critical issues that human resource managers face is the fact that
______ is outpacing the ability to use it.
A. sustainability
B. efficiency
C. knowledge
D. technology
26. When discussing critical factors in human resource management, ______ are those
that can only be affected through indirect means.
A. independent variables
B. technical skills
C. dependent variables
D. interpersonal skills
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
27. When discussing critical factors in human resource management, ______ are those
that can only be affected through direct means.
A. independent variables
B. dependent variables
C. conceptual skills
D. design skills
28. In surveys of managers across industries, the same four issues about managing
people frequently come up. The four issues are productivity, employee engagement,
turnover, and ______.
A. absenteeism
B. diversity
C. independence
D. job satisfaction
29. ______ is the permanent loss of workers from the organization.
A. Absenteeism
B. Turnover
C. Empathy
D. Revenue
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
30. The Acme Global Corporation is paying for job analysis costs, recruiting costs, and
selection costs because it needs to replace three workers who left the organization for
better paying jobs. The organization is dealing with ______.
A. absenteeism
B. employee engagement
C. competitive advantage
D. turnover
31. ______ is the failure of an employee to report to the workplace as scheduled.
A. Turnover
B. Effectiveness
C. Absenteeism
D. Productivity
32. Saleh’s department lost productivity this week when two employees failed to report
to work as scheduled. Other employees had to do the missing employees’ work and
were not able to completely do their regular jobs. What Saleh’s department is
experiencing is ______.
A. turnover
B. absenteeism
C. dissatisfaction
D. lack of effectiveness
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
33. As a human resource manager, Sydney actively attends community meetings and
other events to look for talented future employees for Acme Global. Even when there
are no job openings, Sydney is still looking for potential employees for when an opening
does occur. Sydney’s work to plan for the future is part of ______.
A. knowledge work
B. technical skills
C. productivity
D. strategic human resource management
34. To make organizations more competitive and to create sustainable competitive
advantages is the basis of ______.
A. productivity
B. strategic human resource management
C. sustainability
D. efficiency
35. ______ is a capability that creates value for customers that rivals can’t copy quickly
or easily and that allows the organization to differentiate its products or services from
those of competitors.
A. Productivity
B. Effectiveness
C. Empathy
D. Sustainable competitive advantage
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
36. When a new computer programmer is needed at Acme Global, the human resource
manager will often look to LinkedIn for candidates. This is an example of how social
media is used in ______.
A. recruitment and selection
B. onboarding
C. training and development
D. performance management
37. Kathryn had a job interview with Acme Global without ever meeting any Acme
Global employee in person. The entire interview was conducted via Skype, a video
conferencing service. This is an example of how social media is used in ______.
A. recruitment and selection
B. onboarding
C. training and development
D. performance management
38. When Jack was first hired at Acme Global, he was assigned to a virtual mentoring
group of new employees and managers before his first day of work. The group built an
online community that helped Jack learn more about the culture of Acme Global. This is
an example of how social media is used in ______.
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
A. recruitment and selection
B. onboarding
C. training and development
D. performance management
39. When Karley needed to improve her programming skills, she joined an online group
of programmers who shared tips with one another about common programming
problems. This is an example of how social media is used in ______.
A. recruitment and selection
B. onboarding
C. training and development
D. performance management
40. The first skill set that an HR manager must develop to be successful is the ______
skill set. It is also the easiest one to develop.
A. interpersonal
B. technical
C. conceptual and design
D. business
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
41. Walid is using the computer to organize documents needed for an upcoming
meeting. After the documents are organized, Walid will e-mail them to meeting
participants. Walid is using ______ skills to complete this task.
A. technical
B. interpersonal
C. conceptual and design
D. business
42. Maxwell is listening to a coworker describe a problem with a supervisor. As he
listens, Maxwell is trying to put himself in his coworker’s situation and understand the
real problem between the supervisor and his coworker. Maxwell is using ______ skills
to complete this task.
A. technical
B. interpersonal
C. conceptual and design
D. business
43. ______ skills comprise the ability to understand, communicate, and work well with
individuals and groups through developing effective relationships.
A. Technical
B. Interpersonal
C. Conceptual and design
D. Business
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
44. ______ involves being able to put yourself in another person’s place—to understand
what is being said and why the person is communicating that information to you.
A. Effectiveness
B. Efficiency
C. Empathy
D. Cost
45. ______ include(s) the ability to evaluate a situation, identify alternatives, select a
reasonable alternative, and make a decision to implement a solution to a problem.
A. Productivity
B. Sustainability
C. Effectiveness
D. Conceptual and design skills
46. As part of a team tasked with improving the efficiency of the manufacturing
department, Francesca is trying to evaluate the current situation, identify alternative
methods, select a reasonable alternative method, and make a decision to implement a
solution to the problem. Francesca is using ______ skills to complete this task.
A. technical
B. interpersonal
C. conceptual and design
D. business
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
47. The ______ skill set is an ability to understand what is going on in business
processes. It involves the ability to “see the bigger picture” concerning how a
department and the overall organization operates.
A. conceptual
B. design
C. technical
D. knowledge
48. The ______ skill set involves figuring out novel or innovative solutions to problems
that were identified through the use of conceptual skills.
A. productivity
B. design
C. conceptual
D. interpersonal
49. Kaelyn is putting together a proposal on the budget and strategic plan that describes
how the human resources department will contribute to the profitability of the
organization. Kaelyn is using ______ skills to complete this task.
A. technical
B. interpersonal
C. conceptual and design
D. business
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
50. ______ skills are the analytical and quantitative skills that include in-depth
knowledge of how the business works and its budgeting and strategic planning
processes.
A. Business
B. Interpersonal
C. Technical
D. Knowledge
51. ______ managers are the first point of contact with most of the employees when the
employees have questions about human resources policies or procedures.
A. Human resource
B. Staff
C. Line
D. Top
52. ______ managers are the individuals who create, manage, and maintain the people
and organizational processes that create whatever it is that the business sells.
A. Staff
B. Line
C. Human resource
D. Top
53. Brett is an accountant at a legal firm. He advises the attorneys on how to complete
quarterly reports for their divisions. Brett is a ______ manager.