Exam 17: Management History

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. -In further examining the concept of total quality management, Hector quickly realized that it was not enough to measure all the variables in the operations; he also had to establish ______________ which would eventually tell him if the work was improving.

"Management does all the work for which it is better suited than the workers" is one of _______________.

Fayol suggested that managers should be kind and fair to their subordinates.

__________ system is not influenced by and does not interact with its environment.

Refer to the scenario below to answer the following. A Look Back (Scenario) Cindy Schultz, tired from working with customers all day, decided to take a 1 -In her dream, Cindy visited a bookstore where __________ was signing copies of his book called The Principles of Scientific Management.

Weber's bureaucracy was an attempt to ____________________.

Which of the following is part of the transformation process of a system?

Concern for employee motivation is most closely associated with organizational behaviour.

The Hawthorne Studies were initially devised to study __________.

The quantitative approach contributes directly to management decision making in the areas of __________.

In Fayol's 14 Principles of Management, _______________ refers to the fact that employees who are allowed to originate and carry out plans will exert high levels of effort.

Bureaucracy is a form of organization characterized by detailed rules and regulations.

The Industrial Revolution began in the nineteenth century.

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. -Once a month Penny brings all the workers in for a staff meeting. This is part social, part business as she gives out information on the past months achievements and presents new proposals. Penny values suggestions from the workers because they are really the frontline with the customers. All major decisions are voted on by everyone. Penny is applying ____________ principle of management here.

Frederick Taylor performed most of his work in __________.

The quantitative approach is only useful in the management function of organizing.

__________ system is one that dynamically interacts with its environment.

Management approach that focuses on the fact that groups and units within the same organization differ in goals and work activities is the ____________.

Which of the following phrases is most associated with scientific management?

Frank and Lillian Gilbreth experimented with the design and use of the proper tools and equipment for optimizing work performance.