Exam 17: Management History

Refer to the scenario below to answer the following questions. The Human Side (Scenario) As an engineer, Kevin was trained to understand the roles of machinery and hardware in enhancing organizational productivity. However, Kevin was promoted to a managerial position where his duties included supervising a department of 30 people and leading them toward completion of a new project. Ever the perfectionist, Kevin decided to enhance his understanding of the human side of business management by reading a history book on the organizational behaviour approach. -Kevin read that __________ was an early social reformer who was concerned about deplorable working conditions and proposed an idealistic workplace.

The formal study of management began in the late nineteenth century.

Queue management is one method of the quantitative approach.

The most important contribution to the developing field of organizational behaviour came out of __________.

The major contribution of the Industrial Revolution was the substitution of __________ for human power.

Refer to the scenario below to answer the following questions. Embarking on TQM at Maestro Motors (Scenario) Hector glanced at the watch and sighed. It was already 6:30 and he should be heading home for dinner. Dina would be mad because he was late again. He closed the main garage door at his auto repair shop, Maestro Motors. His two mechanics has just left even though the queue of cars waiting for repairs was longer than usual. He couldn't ask them to work overtime every night. Things were not working well at the moment and he needed to do something to get things turned around. Last night, over a beer at nearby pub, his pal Rodrigo told him about something called total quality management. It sounded like something he should look into and immediately, not in some vague future. It was not only the backup in work; he had received more than the usual number of calls from irate customers. Mostly it was about the delays in getting the cars repaired. Some, however, were about the repairs themselves. Some had even brought their cars back for re-work. Hector was determined to turn things around and that evening, after Dina and the kids were in bed, he started researching this total quality management on his computer. What he found was not only interesting, but in his mind quite doable and not that complicated. -When the mechanics returned to work, Hector took Juan aside and explained that they needed to set some rules about making sure that whatever else was going on either in the office or the garage, everyone understood that the customer came first. He directed Juan to use his own initiative and ideas to make the customer feel important. Hector was _____________ Juan to improve the customer service process.

Today, when we describe organizations as systems, we mean closed systems.

The management approach which involves application of statistics and computer simulations is the ____________.

The two most prominent theorists behind the general administrative approach were Henri Fayol and Max Weber.

Refer to the scenario below to answer the following questions. Contingency Approach at Club Serenity (Scenario) Club Serenity is a new but growing organization focusing on small and exclusive vacation retreats for the 55+ generation with special amenities, activities and packages geared to attract the older population. In the first five years in business, the company has grown from the two original locations to current four locations. Gary, the general manager in the Vancouver head office, has hired two employees to act strictly as new location scouts. Jennifer is currently in Australia, and Diego is in Brazil looking at possible new properties. Both are in frequent contact with the head office reporting on findings. The organization currently has 23 employees in the head office and another 240 permanent employees in the four resorts. In addition there are casual, part time workers in each location hired locally for seasonal work. Because of the nature of his business Gary recognizes that he is continually faced with changing situations and has to use different approaches and techniques to managing the international locations. He has to be able to change what he does depending on the situation and take into consideration the cultural nuances of the various locations and employees. -Jennifer and Diego are in frequent contact with the head office using their tablets and smart phones. Both are adept at using these devices. Because of the diverse nature of his international locations Gary is required to use ____________________ to keep in contact with his employees.

Taylor's and Gilbreths' guidelines and techniques are now outdated and no longer in use.

Adam Smith concluded that division of labour increased productivity by saving time lost in changing tasks.

The primary issue that aroused Taylor to create a more scientific approach to management was __________.

Refer to the scenario below to answer the following questions. General Administrative Theory at Tidy Tilda's (Scenario) Penny owns Tidy Tilda's, a housecleaning service. She has been in operation for more than three years and has a steady client list which she hopes to expand as she tries to grow the business. She has ten cleaners who work for her on various assignments five days a week. The way she has structured the operation is that for each assignment, cleaners work in pairs, and for the occasional big job, in threes. Majority of her clients are homeowners, but occasionally she gets a bigger contract from offices and other businesses. The assignments usually take one day and the cleaners report into the office in the morning and at the end of their shift. For the occasional big job, which might take up to three days and three or four cleaners, Penny negotiates different terms. Penny's management style and techniques follow closely Fayol's principles of management as she aspires to build an adaptable organization. -Judy is one of the more upbeat and eager employees. She often has valuable feedback from the clients and suggestions for improving the work. Penny trusts Judy's judgment and allows her to apply her ideas on the job to be more productive. Judy shows __________ in her work.

The foundation for management practices such as motivation programs, and work teams came from the early studies in the __________.

Refer to the scenario below to answer the following questions. Embarking on TQM at Maestro Motors (Scenario) Hector glanced at the watch and sighed. It was already 6:30 and he should be heading home for dinner. Dina would be mad because he was late again. He closed the main garage door at his auto repair shop, Maestro Motors. His two mechanics has just left even though the queue of cars waiting for repairs was longer than usual. He couldn't ask them to work overtime every night. Things were not working well at the moment and he needed to do something to get things turned around. Last night, over a beer at nearby pub, his pal Rodrigo told him about something called total quality management. It sounded like something he should look into and immediately, not in some vague future. It was not only the backup in work; he had received more than the usual number of calls from irate customers. Mostly it was about the delays in getting the cars repaired. Some, however, were about the repairs themselves. Some had even brought their cars back for re-work. Hector was determined to turn things around and that evening, after Dina and the kids were in bed, he started researching this total quality management on his computer. What he found was not only interesting, but in his mind quite doable and not that complicated. -Next day Hector asked Juan to start keeping detailed records of every customer phone call. This way he hoped to identify how many calls were for making appointments and how many were for complaints about the work done and what were the complaints about. In order to improve the quality of the customer service he knew he had to be able to ___________________ all parts of the operation.

The Gilbreths invented a device called a microchronometer to help determine which assembly line jobs could be eliminated through automation.

Taylor's contribution to the field of management is best represented by which of the following?

The most important contribution to the developing field of organizational behaviour came from the Hawthorne Studies.

discuss Frederick Taylor's work in scientific management and list his four principles of management.