Chapter 04: Creative Problem Solving and Decision Making
Test Bank
MULTIPLE CHOICE
1. Problem solving is ________.
a.
taking corrective action to meet objectives
b.
the process of selecting a course of action that will solve a problem
c.
only evaluating the certainty, risk, and uncertainty of a situation
d.
the situation that exists whenever objectives are not being met
2. Decision making is __________.
a.
taking corrective action to meet objectives
b.
the process of selecting a course of action that will solve a problem
c.
only evaluating the certainty, risk, and uncertainty of a situation
d.
the situation that exists whenever objectives are not being met
3. A problem is __________.
a.
taking corrective action to meet objectives
b.
the process of selecting a course of action that will solve a problem
c.
only evaluating the certainty, risk, and uncertainty of a situation
d.
the situation that exists whenever objectives are not being met
4. What is the most effective way to prevent future problems?
a.
React as quickly as possible to each problem.
b.
Think about each problem thoroughly when it happens.
c.
Develop plans to prevent problems before they occur.
d.
Evaluate all problems at the end of each week.
5. The first decision you face when confronted with a problem is __________.
a.
whether you should use reflexive or reflective tactics
b.
to analyze alternatives
c.
whether or not to take corrective action
d.
whether or not to use brainstorming
6. Nikki is a teacher at the local high school and often has students coming to her asking for advice
on a multitude of things. When this happens, she is careful to take sufficient time to think of the
best response but makes sure to act as soon as she has enough information to do so. This ensures
that she is not acting too hastily or wasting time thinking in circles. What would her
decision-making style best fit under?
a.
Reflexive style
b.
Reflective style
c.
Consistent style
d.
Reactive style
7. Which of the following is representative of reflective decision making?
a.
The individual makes decisions quickly.
b.
The individual is sometimes viewed as indecisive.
c.
There is often waste and duplication.
d.
The first possible method of problem solving is often chosen.
8. Which of the following is representative of reflexive decision making?
a.
The individual takes lots of time to make a decision.
b.
It is possible to lose out on opportunities from procrastination.
c.
There is often waste and duplication.
d.
Individuals tend to follow the steps in the decision making model.
9. Which of the following is representative of consistent decision maker?
a.
They are often viewed as wishy-washy.
b.
They tend to have the worst record for making good decisions.
c.
There is often waste and duplication.
d.
They tend to follow the steps in the decision-making model.
10. Mary, the director of human resources, frequently receives e-mails from colleagues seeking
advice about problems they are facing. Because Mary receives so many of these e-mails, in
order to save time, she typically responds with the first solution that comes to mind. Mary is
most likely a ________ decision maker.
a.
reflexive
b.
reflective
c.
consistent
d.
reactive
11. Mary, the director of human resources, frequently receives e-mails from colleagues seeking
advice about problems they are facing. Because Mary receives so many of these e-mails, she
quickly e-mails the colleagues back to let the individual know she has received the e-mail and
that she will respond to them within a few weeks with her recommended solution. Mary is most
likely a ________ decision maker.
a.
reflexive
b.
reflective
c.
consistent
d.
reactive
12. Bryon, the accounting manager, has recently had to meet with his supervisor because there have
been several issues with the budget he constructed regarding duplication; this led to a lack of
efficiency and extra waste. His supervisor feels Bryon might have been making some hasty
decisions while working on the budget. What should Bryon do at this point?
a.
Continue to make decisions in the same manner.
b.
Double-check the budget several times to ensure accuracy.
c.
Start implementing the decision-making model when evaluating problems.
d.
Request additional training.
13. The decision-making model includes all the following steps, except __________.
a.
classifying and defining the problem
b.
controlling the decision
c.
discussing the decision with relevant stakeholders
d.
planning and implementing the decision
14. __________ of the decisions made by managers fail to solve the problems they are aimed at
solving.
a.
75%
b.
15%
c.
85%
d.
50%
15. Kimberly is a sales associate at Justice, and a customer has come to her with an item that needs
to be returned. The customer said that the stitching was coming undone. Kimberly followed the
company’s policy on returns of defective merchandise and completed the return transaction for
the customer. What kind of a decision did Kimberly have to make in this situation?
a.
Non-programmed decision
b.
Programmed decision
c.
Policy decision
d.
Non-policy decision
16. What decision-making style is used when meeting only the minimum requirements of the
situation?
a.
Satisficing
b.
Rationalizing
c.
Maximizing
d.
Minimizing
17. Problems may be classified in terms of all the following, except __________.
a.
the decision structure involved
b.
the conditions under which the decision will be made
c.
the type of decision made using the decision-making model
d.
the personality type of the decision maker
18. Which of these decisions is least likely to be a programmed decision?
a.
Scheduling employees
b.
Opening a new facility
c.
Reordering inventory
d.
Handling customer complaints
19. Under conditions of _________, lack of information or knowledge makes the outcome of each
alternative unpredictable.
a.
risk
b.
uncertainty
c.
security
d.
certainty
20. Most management decisions are made between the conditions of __________.
a.
certainty and uncertainty
b.
risk and certainty
c.
risk and uncertainty
d.
decisions tend to be equally distributed between the different conditions
21. Which of the following tend to make more decisions under conditions of uncertainty?
a.
Middle managers
b.
First-line managers
c.
Top managers
d.
All levels make decisions under conditions of uncertainty more often than they do
under the other conditions.
22. Maximizing is best when ____________.
a.
the decision is programmed
b.
information is unavailable
c.
the decision is significant
d.
the decision must be made quickly
23. Current trends in management decision making include _____________.
a.
increased employee participation
b.
consulting higher-level management
c.
making autocratic decisions
d.
minimizing decision making
24. You work for Blankets4Us as the manager of the product development department. You must
figure out whether to introduce a newer but more expensive product to boost sales. The
disadvantage of attempting to make a group decision include all of the following, except
__________.
a.
groupthink
b.
satisficing
c.
social loafing
d.
too many alternatives
25. In which of the following situations is individual decision making a likely better choice over
group decision making?
a.
Programmed decision under conditions of high risk or uncertainty
b.
Programmed decision under conditions of low risk or certainty
c.
Nonprogrammed decision under conditions of high risk or uncertainty
d.
Nonprogrammed decision under conditions of low risk or certainty
26. You called a group decision-making meeting with your team today to get their help in deciding
how best to compete with two new competitors that recently opened nearby. The meeting has
run over two hours already, and you’re starting to get worried about all the work that’s being left
undone in the meantime. You’ve also noticed that one of your managers, Uri, keeps pushing for
solutions that would probably benefit him more than it would help your store. Uri’s behavior is
an example of __________.
a.
social loafing
b.
conformity
c.
groupthink
d.
domination and goal displacement
27. You called a group decision-making meeting with your team today to get their help in deciding
how best to compete with two new competitors that recently opened nearby. The meeting has
run over two hours already, and you’re starting to get worried about all the work that’s being left
undone in the meantime. You’ve also noticed that one of your managers, Rasha, has spent most
of her time playing with her phone, only making brief noncommittal comments here and there
to maintain the illusion that she is engaged in the discussion. Rasha’s behavior is an example of
__________.
a.
domination and goal displacement
b.
social loafing
c.
conformity
d.
groupthink
28. You called a group decision-making meeting with your team today to get their help in deciding
how best to compete with two new competitors that recently opened nearby. The meeting has
run over two hours already, and you’re starting to get worried about all the work that’s being left
undone in the meantime. You’ve also noticed that one of your newest managers, Patel, agrees
with everything one of your most senior managers, Rosa, says, even though he sometimes
seems a little reluctant to do so. Patel’s behavior is an example of __________.
a.
groupthink
b.
domination and goal displacement
c.
social loafing
d.
conformity
29. An important part of defining the problem is __________.
a.
distinguishing the symptoms from the cause
b.
asking others what is causing the problem
c.
observing the problem
d.
comparing the problem to past problems
30. __________ is the second step in the decision-making model.
a.
Setting objectives and developing criteria
b.
Classifying and defining the problem or opportunity
c.
Planning and implementing the decision
d.
Generating creative and innovative alternatives
31. Cheyenne has determined several criteria for her new start-up company, including obtaining
office space. She has outlined many criteria for her search. She has determined that she will
require that the space have 1200 square feet and the ability to renovate. She also would like to
be on an upper floor, if possible. How many must criteria has Cheyenne outlined for her search?
a.
None
b.
One
c.
Two
d.
Three
32. What are the two types of criteria you can establish?
a.
Primary and secondary
b.
Must and want
c.
Maximizing and satisficing
d.
Non-programmed and programmed
33. The difference between objectives and criteria is that __________.
a.
Objectives state what the decision should accomplish, criteria are the standards that
alternatives should meet.
b.
Objectives measure the severity of the problem, criteria define the causes.
c.
Objectives are the standards that alternatives should meet, criteria state what the
decision should accomplish.
d.
Objectives define the causes, criteria measure the severity of the problem.
34. You are a regional manager who is looking to hire a new store manager for Dallas Roadhouse, a
popular steakhouse. You have a pile of 50 applications but only want to interview the top four
applicants. You have already defined your problem and your objective is to hire and train a new
manager who has previous restaurant management experience within one month. What would
not be considered a must criteria?
a.
Able to start in time to complete training within one month
b.
Have restaurant management experience
c.
A college degree in restaurant management
d.
Able to pass company-mandated drug screening
35. Which of the following is the third step in the decision-making model?
a.
Plan and implement the decision.
b.
Control the decision.
c.
Generate creative and innovative alternatives.
d.
Set objectives and criteria.
36. With programmed decision making, the alternative is usually determined by __________.
a.
intuition
b.
a policy
c.
linear programming
d.
maximizing
37. Which of the following quotes would not cause problems when promoting creativity?
a.
“We have never done something like that before.”
b.
“That is not in the budget.”
c.
“Let’s have an open discussion about ideas.”
d.
“Let’s form a committee.”
38. _____________ is a type of innovation that introduces new goods or services.
a.
Product innovation
b.
Process innovation
c.
Profit innovation
d.
Performance innovation
39. _____________ is a type of innovation that introduces a new way of doing things.
a.
Product innovation
b.
Process innovation
c.
Profit innovation
d.
Performance innovation
40. Which of the following is not one of the three stages in the creative process?
a.
Incubation and illumination
b.
Preparation
c.
Clarification
d.
Evaluation
41. ____________ is the final stage in the creative process.
a.
Clarification
b.
Preparation
c.
Evaluation
d.
Incubation and illumination
42. In the creative process, __________ is when your subconscious works on the problem.
a.
illumination
b.
incubation
c.
preparation
d.
evaluation
43. In the creative process, __________ is when you define the problem by getting others’
opinions, feelings, and ideas.
a.
illumination
b.
incubation
c.
preparation
d.
evaluation
44. In the creative process, __________ is the “Aha, now I get it” phenomenon.
a.
illumination
b.
incubation
c.
preparation
d.
evaluation
45. In the creative process, __________ is when you make sure the idea is practical.
a.
illumination
b.
incubation
c.
preparation
d.
evaluation
46. When group members focus on defending a solution while others come up with reasons the
solution will not work, it is called ____________.
a.
the Delphi technique
b.
brainstorming
c.
nominal grouping
d.
the devil’s advocate approach
47. ________________ is the process of suggesting many possible alternatives without evaluation.
a.
Brainstorming
b.
Consensus mapping
c.
Synectics
d.
Nominal grouping
48. Which of the following is not a recommendation for brainstorming?
a.
Carefully evaluate alternatives as they are generated.
b.
Everyone should have an equal voice.
c.
Include diverse people.
d.
Wild suggestions are welcome.
49. _________ is the process of generating novel alternatives through role playing and fantasizing.
a.
Synectics
b.
Nominal grouping
c.
Consensus mapping
d.
the Delphi technique
50. _________ is the process of generating and evaluating alternatives using a structured voting
method.
a.
Synectics
b.
Nominal grouping
c.
Consensus mapping
d.
The Delphi technique
51. __________ is appropriate to use in situations in which groups may be affected by
disadvantages of domination, goal displacement, conformity, and groupthink, because it
minimizes these effects.
a.
Nominal grouping
b.
Consensus mapping
c.
The Delphi technique
d.
Synectics
52. _________ is the process of developing group agreement on a solution to a problem.
a.
Synectics
b.
Nominal grouping
c.
Consensus mapping
d.
Brainstorming
53. In Japan, __________ is called ringi.
a.
consensus mapping
b.
the Delphi technique
c.
synectics
d.
nominal grouping
54. A major benefit of consensus mapping is that __________.
a.
decisions are made quickly and more cheaply than with other methods
b.
group members are generally more committed to implementing the solution
c.
managers can make creative decisions to plan for the future
d.
it can be used with large groups of employees, up to and including entire
organizations
55. _________ involves using a series of confidential questionnaires to refine a solution.
a.
Synectics
b.
Nominal grouping
c.
Consensus mapping
d.
The Delphi technique
56. Managers commonly use __________ for technological forecasting.
a.
the Delphi technique
b.
synectics
c.
nominal grouping
d.
consensus mapping