Exam 2: The Evolution of Management Thought

Kevin Sweeney a manager at Mixed Metals Manufacturing, recently posted data for employees on the optimum cutting tool speeds and the rate at which stock should be fed into machines for each job. This exemplifies which of Frederick W. Taylor's areas of study?

Walter A. Shewart, a former Bell Laboratories employee is recognized for introducing?

According to Henri Fayol, a manager's job can be divided into the following five areas of responsibility: planning, organizing, leading, motivating, and controlling.

The field of management is presently experiencing information overload.

____ is one of Henry Fayol's five functions or areas of managerial responsibility.

Which of the following is not one of the approaches to management discussed in the text?

The operational approach, by definition, is oriented toward what type of management?

Why is it appropriate for managers to view their organizations as open systems?

How has traditional human relations doctrine been criticized?

Harriet and Ben Harriet and Ben recently went to a management conference where they attended sessions on total quality control, production-oriented management, and employee involvement and employee needs. Both Harriet and Ben agree on the quality and production-oriented issues; however, they disagree on employee-related issues. Harriet believes that her employees are responsible and capable of self-direction and self-control. Ben disagrees with Harriet about her assumptions and argues that most people prefer to be directed and they avoid responsibility. Both have decided to apply the new lessons learned from the conference. -Refer to Harriet and Ben. Harriet and Ben were very impressed by the concept of Total Quality Control. Who should get historical credit for the concept?

Practical and relevant multivariate analyses are what contingency management theorists strive to carry out.

A characteristic of the contingency approach to management is

Congratulations! You have been hired by SuperComputers to revamp their customer service call center. Currently, they reward employees who handle the most calls in the shortest amount of time. Employees are discouraged from problem solving and instead are directed to only do what their told. The CEO of SuperComputers is concerned about this work unit as customers are complaining about poor customer service and unresolved issues. What approach will you take to turn this call center around? What management theory or theories will you use to improve customer service?

Which approach to management do successful managers tend to use?

American Express experienced a 10% increase to service margins in their global customer service division's call center by revamping the division with the theory: __________.

Who among the following was NOT a pioneering advocate of quality?

According to Frederick W. Taylor, above anything else, workers want ____ from their employers?

Since management is not practiced in a vacuum, systems theorists recommend inside-out or

When studying management, history and historical perspective do not matter because management is a new, forward-looking field.

Frederick Taylor's scientific management studies began in 1924 in a Western Electric plant near Chicago.