93.
This month, Alice, the branch manager of Quality Computer Sales, has heard several
complaints from customers that Quality employees do not return calls. Today a good
customer told Alice that “my phone calls and e-mails are returned after maybe a week or
so.” Hearing enough, Alice mandated that “all customer phone calls and e-mails must be
returned within 24 hours.” This new directive by Alice is an example of a(n) _____.
94.
Fast Delivery trains its truck loaders how to set the packages in the delivery vehicles, so
that when delivery drivers are pulling packages off their trucks, they are organized in a
specific order and with the label facing forward to reduce errors and save time. This
precise method of loading a truck is known is a(n) ____.
95.
A standing plan that outlines the response to particular problems or circumstances is a(n)
96.
A standing plan that designates specific required action is a(n) ____.
97.
Because several computers and keyboards in the computer labs have been damaged
recently by drinks and food being spilled, the department chair of the IT department
issued a directive that “Absolutely no food or drink are allowed in any computer lab.” This
statement by the department chair is a(n) ______.
98.
Plans developed for activities that are not likely to be repeated in the future, such as plans
for programs or projects, are _____.
99.
Paula, the store manager, asked Tom to organize the prize giveaways for the store’s grand
reopening open house. This plan is an example of a(n) ___.
100.
A single-use plan encompassing a variety of projects or activities is an example of a(n)
___.
101.
The HR Department of French Quarter Seafood did a training workshop on setting and
achieving organization goals. Alex, the store manager of the New Orleans location, has
been working with his managers to set objectives that are specific, measurable, attainable,
results-oriented, and have target dates. These types of goals define ____.
102.
Brenda, the district manager for Beautiful Florist, told the store managers in her district
that she needs the sales goals for next year. A new manager, Paula, said, “I am going to
sell over $100,000 in flowers next year.” Brenda later told Paula that “I need to know
specifically, in each category, how much you plan on selling.” Brenda’s request for a
specific answer is an example of a _____.
103.
Billy told his boss, Gwen, that he is going to start training for the upcoming marathon to be
healthier and to have more energy for work. When Gwen asked him about his running
history, Billy said, “I really have never run before and don’t exercise much. I just know I
need to do something.” Gwen told Billy, “You should start slowly, maybe setting smaller,
realistic exercise goals that are achievable.” Gwen is helping Billy with an achievable goal,
a type of _____.
104.
With SMART goals only a few goals should be chosen, and they should be results–
oriented, that ____.
105.
The process for motivating employee performance in which the manager and employee
jointly set objectives for the employee, the manager develops action plans, the manager
and employee periodically review the employee’s performance, and the manager makes a
performance appraisal and rewards the employee according to results is known as ____.
106.
Andre, the plant manager, is interested in increasing the facility’s productivity by utilizing
MBO so that his managers and their employees are more focused on objectives. This
month Andre asked his managers to concentrate on the two first steps of MBO, which are
____.
107.
Steve, a hotel general manager, has had great success using MBO. Hannah, his district
manager, has found that his employees are highly motivated, and she believes that this is
the case because in using MBO, Steve ____.
108.
The purpose of MBO is to ____.
109.
With MBO, research shows people are impelled to set more difficult goals—if _____.
110.
For MBO to be successful, top management must be committed, it must be applied
organizationwide, and _____.