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241. __________ is the term used to describe giving workers the education and tools they need
to assume additional decision-making powers.
242. _____________ means giving employees the authority and responsibility to respond quickly
to customer requests.
243. In traditional organizations, ____________ involves giving explicit instructions to workers,
telling them what to do to meet the goals and objectives of the organization.
244. ____________ is concerned with finding the right information and making that information
accessible and understood by everyone in an organization.
245. The first step in developing a knowledge management system is to:
246. One difference between managers and leaders is that:
247. Which of the following statements about effective leadership is the most accurate?
248. Autocratic leadership is likely to be effective when:
249. Which of the following statements about leadership styles is most accurate?
250. As firms make greater use of empowerment and teams, managers will find that they:
251. The
Adapting to Change
box reflects upon the use of Twitter and other social media
sources to measure customer satisfaction. GM employees scanned various social media sites to
stay current with customer perceptions and complaints. It is important that customers perceive
that products and services are meeting or exceeding the standards that companies set. The
_____________ of management involves the monitoring of product and service performance.
252. When we think of successful music entertainment groups of the past 60 years, the
Beatles almost always appear in the top 5! In the early days, the entertainment group's life cycle
could have ended as so many other rock groups do—here today, gone tomorrow. The four
musicians were definitely creative and passionate about their craft and genre of music. As the
informal leader of the group, John Lennon _____________ the others to make important
compositional contributions. All four members had the opportunity to create musical
compositions and receive copyright credit for their contributions.
253. Which of the following best summarizes the type of leader future organizations are likely
to need? In the future, organizations will need leaders who:
254. The CEO of peripheral company QuickDrive uses a leadership style that encourages
employees to discuss management issues with the CEO and to work together to resolve those
issues in a democratic manner. Which of the following statements would the CEO of QuickDrive
most likely make?
255. Well-known retired basketball coach Bob Knight was known for his emotional antics at
Indiana University and Texas Tech. If you talk with Bob, he believes in total dedication from his
team and total compliance to his style of coaching. It's "his way or the highway." Bob typifies the
_____________ style of leader.
256. At Holyfield Chemicals, department heads usually make decisions after meeting with
employees and seeking their ideas and suggestions. Department heads at Holyfield Chemicals
make extensive use of the ___________ style of leadership.
257. At Lifeline Pharmaceuticals, highly regarded research personnel rely on top management
to provide strategic direction. Beyond that, researchers work on their own to develop new drugs
to satisfy customer needs and company profit objectives. Middle management at Lifeline practice
___________.
258. Recently, a senior software engineer complained that his boss was always in the
command and control
mode: "He doesn't trust us to make the right decision!" The boss rarely
took the advice of his employees. There were occasions when productivity was hampered
because he chose to do things only his way. Referring to leadership styles, this would best be
described as:
259. Andrew Bryant of the
New York Times
interviewed the CEO of Aruba Networks, who said
he valued a mentor he had at Hewlett Packard several years earlier. In reference to his former
mentor, the CEO recalled: "Basically, he would push you and give you as much as you could
handle until you started failing. He would encourage you to not be afraid of failing—because
when you start failing, that's when you know where your limit is, and then you can improve
around that. So he actually sometimes would reward failure because that means that you have
pushed yourself." The CEO was describing a former mentor who _______ his employees.
260. Last year, Idle Time Gaming, Inc., experienced one of the most successful introductions
of one of its new action videos since the company's inception. The CEO announced that sales
and profits had exceeded company projections. He attributed the success to a flexible plan,
which included good design, accurate product testing, and innovative marketing and sales
tactics. In order to have good recall of the procedures that were put in place for this successful
introduction, he has charged a team of managers to develop a(n) __________________ system, so
the company can avoid "reinventing the wheel." For future introductions, he wants to be able to
recall what worked and what didn't work.
261. The first step in controlling consists of:
262. In order for standards to be useful in the controlling process, they must have certain
characteristics. One of these characteristics is that they must be:
263. Which of the following should form the foundation of a firm's control system?
264. __________ are units within an organization that receive services from other units within
the organization.
265. __________ include dealers, who buy products to sell to others, and ultimate customers
who buy products for their own personal use.
266. Ho Han has just spent two hours going over quality reports to determine whether his
department is meeting quality standards he set for the current month. Ho's efforts are part of the
___________ function of management.
267. Pam is a sales manager for Paradise Beauty Products. She has told her sales people that
she expects each of them to increase their customer contacts by at least 5% in the next month.
Pam has set a(n):
