Supervision Today!, 9th Edition Test Bank

Supervision Today!, 9e (Robbins) Chapter 2 Supervision Challenges 1. Recent changes brought about with globalization affect interactions between supervisors and employees. These changes include all of the following EXCEPT ________. A. ethical issues B. use of robotics in manufacturing C. continuous-improvement programs D. e-business enhancements E. workforce diversity Answer: B Diff: 1 Page Ref: 30 LO: 2.1 Explain how globalization affects supervisors AACSB: Application of knowledge 2. North American companies have responded directly to ________________by improving quality and reducing costs. A. newer manufacturing methods B. offshoring C. pricing requirements D. changes in technology E. global competition Answer: E Diff: 1 Page Ref: 31 LO: 2.1 Explain how globalization affects supervisors AACSB: Application of knowledge 3. While some in the public have been slower to accept it, organizations have become increasingly global in their perspectives and accept the reality that national borders no longer define ________. A. corporations B. mergers and acquisitions C. workforce composition D. the ability of a company to be successful E. research and development efforts Answer: A Diff: 1 Page Ref: 31 LO: 2.1 Explain how globalization affects supervisors AACSB: Application of knowledge 4. A company’s ________________is no longer a good gauge of where it does business or the nationality of its employees. A. core business identity B. national origin 1 Copyright © 2019 Pearson Education, Inc. C. workforce composition D. the ability of a company to be successful E. research and development efforts Answer: B Diff: 1 Page Ref: 31 LO: 2.1 Explain how globalization affects supervisors AACSB: Application of knowledge 5. A borderless world introduces new challenges for supervisors, which range from how supervisors view people from foreign countries to how they develop an understanding of __________________ A. employees’ languages B. employee’s dietary requirements C. foreigners D. these immigrating employees’ cultures. E. authoritarian leadership styles Answer: D Diff: 1 Page Ref: 32 LO: 2.1 Explain how globalization affects supervisors AACSB: Application of knowledge 6. ____________ means we see things solely through our own eyes and from our uniquely American perspective. A. Nationalism B. Parochialism C. Cultural uniqueness D. American exceptionalism E. American pride Answer: B Diff: 1 Page Ref: 33 LO: 2.1 Explain how globalization affects supervisors AACSB: Application of knowledge 7. Changing the American perception that their practices as being better than practices in other cultures first _______________________. A. requires a global corporate presence B. requires understanding different cultures and their environments. C. mandates hiring persons of other cultures. D. requires understanding how we share those practices globally. E. requires education of other cultures and environments. Answer: B Diff: 2 Page Ref: 33 LO: 2.1 Explain how globalization affects supervisors 2 Copyright © 2019 Pearson Education, Inc. AACSB: Application of knowledge 8. Understanding ______________ is critical to the success of supervising others in the global village. A. other languages B. cultural differences C. global trade D. cultural environments E. economic globalization Answer: D Diff: 2 Page Ref: 33 LO: 2.1 Explain how globalization affects supervisors AACSB: Application of knowledge 9. Geert Hofstede analyzed various aspects of different countries’ cultures and found that a country’s culture has a major effect on_______________________. A. corporate policies and procedures B. domestic and global trade relations. C. a corporation’s global success. D. a company’s ability to succeed in a global economy E. on employees’ work-related values and attitudes. Answer: E Diff: 2 Page Ref: 33 LO: 2.1 Explain how globalization affects supervisors AACSB: Analytical thinking 10. Hofstede’s findings group countries according to such cultural variables as _________________________________. A. status differences, societal uncertainty, and assertiveness. B. language differences, religious differences, and societal uncertainty. C. aggressiveness, religious differences, and ability to assimilate. D. ability to assimilate, religious differences, and language differences. E. societal certainty, ability to assimilate, and assertiveness. Answer: A Diff: 3 Page Ref: 33 LO: 2.1 Explain how globalization affects supervisors AACSB: Application of knowledge 11. Hofstede’s findings group countries according to such cultural variables. What do these variables indicate? A. A country’s willingness to globalize trade B. A country’s cultural fit with U.S. values and culture C. A country’s financial ability to provide infrastructure for manufacturing D. A country’s means of dealing with its people and how the people see themselves 3 Copyright © 2019 Pearson Education, Inc. E. A country’s ability to furnish necessary labor for offshoring activities Answer: D Diff: 2 Page Ref: 33 LO: LO: 2.1 Explain how globalization affects supervisors AACSB: Reflective thinking 12. A U.S. supervisor may have difficulties if sent to a Pacific Rim country because the U.S. is a strongly __________________________ A. individualistic society B. collectivist society C. authoritarian society D. nationalistic society E. dictatorial society Answer: A Diff: 2 Page Ref: 33 LO: 2.1 Explain how globalization affects supervisors AACSB: Application of knowledge 13. When working with people from different cultures, we informally learn the differences that exist between their culture and ours so it is important that supervisors be ____________________. A. autocratic and firm B. flexible and adaptable C. focused and specific D. empathetic and kind E. flexible and understanding Answer: B Diff: 2 Page Ref: 33 LO: 2.1 Explain how globalization affects supervisors AACSB: Application of knowledge 14. Americans in general have previously held a rather parochial view of the world. Explain parochialism and why it is important to understand different cultures and environments. Answer: Parochialism means that we see things solely through our own eyes and from our uniquely American perspective. Parochialism translates into “We believe what we do is best.” Americans often do not recognize that other people have valid, though different, ways of thinking and doing things. Parochialism causes Americans to view their practices as being better than practices in other cultures. Of course, that cannot be the case. However, changing this perception first requires us to understand different cultures and their environments. All countries have different cultural environments— values, morals, customs, and laws. Supervisors need to comprehend some basics of cultural differences and environments. For example, in the United States, certain laws guard against discriminatory hiring and employment practices. Similar laws do not exist in all other countries. Understanding cultural environments, then, is critical to the success of supervising others in the global village. 4 Copyright © 2019 Pearson Education, Inc. Diff: 2 Page Ref: 33 LO: 2.1 Explain how globalization affects supervisors AACSB: Application of knowledge 15. Although making predictions can be viewed as an exercise in futility, evidence supports the idea that supervisors need to concern themselves with _______________. A. continuous improvement. B. quality measures C. change. D. a focus on training. E. performance improvement. Answer: C Diff: 3 Page Ref: 33 LO: 2.2 Describe how technology is changing the supervisor’s job AACSB: Analytical thinking 16. Opportunities will abound for those prepared to accept and deal with the _______________. A. age of the knowledge worker. B. age of high tech. C. age of the Internet. D. age of globalization. E. information age. Answer: E Diff: 2 Page Ref: 33 LO: 2.2 Describe how technology is changing the supervisor’s job AACSB: Reflective thinking 17. Those who _____________________ will be the ones who survive in the high tech world. A. embrace knowledge and continuously learn new skills B. understand new technologies C. adjust to a global economy D. have advanced degrees E. have a background in technology Answer: A Diff: 3 Page Ref: 34 LO: 2.2 Describe how technology is changing the supervisor’s job AACSB: Reflective thinking 18. In the past four decades, technologies have made organizations more productive and, in some cases, helped them ______________________________. A. advance their R&D efforts B. expand globally C. offshore manufacturing D. create and maintain a competitive advantage 5 Copyright © 2019 Pearson Education, Inc. E. reduce costs and downsize labor Answer: D Diff: 2 Page Ref: 35 LO: 2.2 Describe how technology is changing the supervisor’s job AACSB: Reflective thinking 19. Technological advances involve ___________________ any process for changing inputs (raw materials) into outputs (goods and services). A. deploying new methods and B. combining any performance improvement measure with C. integrating technology with D. integrating manufacturing techniques with E. focusing on Answer: C Diff: 3 Page Ref: 35 LO: 2.2 Describe how technology is changing the supervisor’s job AACSB: Analytical thinking 20. In addition to changing inputs into greater outputs in manufacturing, technological advancements are also used to ________________________ A. process financial information. B. deploy social media. C. to enable Internet search technologies. D. improve quality measures. E. provide better, more useful information. Answer: E Diff: 3 Page Ref: 35 LO: 2.2 Describe how technology is changing the supervisor’s job AACSB: Analytical thinking 21. How does technology change the supervisor’s job? Answer: Whether it is automated robotics on the production floor, computer-aided design in the engineering department, or automated accounting systems, new technologies are changing the supervisor’s job. With that information, supervisors can better formulate plans, make faster decisions, more clearly define the jobs that workers need to perform, and monitor work activities on an as-they-happen basis. In essence, technology today has enhanced supervisors’ ability to perform their jobs. Technology is also changing where a supervisor’s work is performed. Work, for many, takes place where their computers are. Telecommuting capabilities— linkage of a remote worker’s computer to those of coworkers and management at an office—have made it possible for employees to be located anywhere in the global village. Communicating effectively with individuals in remote locations and ensuring that their performance objectives are being met are some of the supervisor’s new challenges. Diff: 2 Page Ref: 34 LO: 2.2 Describe how technology is changing the supervisor’s job 6 Copyright © 2019 Pearson Education, Inc. AACSB: Analytical thinking 22. The term ___________is becoming the standard label to describe the online buying and selling of products or services. A. e-business B. electronic funds transfer D. online marketing E. e-marketing E. e-commerce Answer: E Diff: 2 Page Ref: 36 LO: 2.3 Explain the concepts of e-business and e-commerce AACSB: Application of knowledge 23. _____________refers to the full breadth of activities included in a successful Internet-based enterprise. A. e-business B. electronic funds transfer D. online marketing E. e-marketing E. e-commerce Answer: A Diff: 2 Page Ref: 37 LO: 2.3 Explain the concepts of e-business and e-commerce AACSB: Application of knowledge 24. E-business includes the following EXCEPT _________________________. A. developing strategies for running Internet-based companies B. the challenge of finding offshore software developers at the right price C. identifying a different kind of leader to run a virtual business D. collaborating with partners to electronically coordinate design and production E. improving communication with suppliers and customers Answer: B Diff: 1 Page Ref: 37 LO: 2.3 Explain the concepts of e-business and e-commerce AACSB: Application of knowledge 25. Recruiting and hiring the right talent for an e-business can be challenging for a supervisor. Of the following, which is the MOST challenging characteristic a supervisor may face in recruiting effectively: A. Employee has to be smart B. Employee has to have a high level of professional expertise C. Employee is willing to commit to long-term employment D. Employee has to have a high level of technical ability 7 Copyright © 2019 Pearson Education, Inc. E. Employee has to be able to survive in demanding cultures of e-business firms Answer: C Diff: 1 Page Ref: 37 LO: 2.3 Explain the concepts of e-business and e-commerce AACSB: Reflective thinking 26. How are e-businesses rewriting the rules of business communications? Answer: Because they’re designed around comprehensive, integrated information networks, traditional communication channels of going through the “chain of command” no longer constrain communication. E-businesses allow and even encourage individuals to communicate directly without going through channels. Employees can communicate instantly any- time, with anyone, anywhere, and their supervisors may not know what is being said. As such, how communication flows has changed dramatically, making obsolete or revising interpersonal communication concepts such as the distinction between formal and informal networks, nonverbal communication, and filtering. They also are redefining how activities such as meetings, negotiations, supervision, and “water cooler” talks are conducted. Diff: 3 Page Ref: 39 LO: 2.3 Explain the concepts of e-business and e-commerce AACSB: Application of knowledge 27. The single most important human resource issue in organizations today may be ____________________________in light of increasing workforce diversity. A. adapting organizational policies and practices B. adjusting to changes in immigration policies C. adapting policies toward gender pay equity D. adapting to cultural differences E. adapting hiring practices Answer: A Diff: 2 Page Ref: 40 LO: 2.4 Identify the significant changes that have occurred in the composition of the workforce AACSB: Analytical thinking 28. Because of increasing workforce diversity, companies and their supervisors must ensure that ____________________________are appropriate for such diverse groups of people. A. their pay scales B. their training and development programs C. work/life balance policies D. their motivational programs and techniques E. their benefit programs and packages Answer: D Diff: 3 Page Ref: 40 LO: 2.4 Identify the significant changes that have occurred in the composition of the workforce AACSB: Application of knowledge 8 Copyright © 2019 Pearson Education, Inc. 29. Supervisors must be flexible enough in their supervisory style to seek the involvement of all employees and be aware of the fact _______________________________ A. they must respect all cultures and understand the differences. B. that all employees are differently motivated in terms of what they want and need from work. C. that working parents need special treatment. D. that all businesses need to furnish child and elder care. E. that there is a need to speak different languages to accommodate non-English speakers. Answer: B Diff: 2 Page Ref: 41 LO: 2.4 Identify the significant changes that have occurred in the composition of the workforce 30. Of the following groups, which represent the largest and most significant skilled group who have have had an enormous effect on the U.S. economy? A. Generation X B. Generation Z C. Generation Y D. Millennials E. Baby Boomers Answer: E Diff: 1 Page Ref: 41 LO: 2.4 Identify the significant changes that have occurred in the composition of the workforce AACSB: Application of knowledge 31. Mass departure of a generational group has the potential to create a large labor shortage. The group’s departure makes it much more difficult for supervisors to direct job activities needed to _____________________ A. reach financial targets B. to implement innovation programs C. accomplish organizational goals. D. to replace experienced talent E. achieve research and development goals. Answer: C Diff: 3 Page Ref: 41 LO: 2.4 Identify the significant changes that have occurred in the composition of the workforce AACSB: Analytical thinking 32. _______________often surface as a cause for tension in the workplace and can become a concern for the supervisor. A. Generational differences B. Work schedule preferences C. Cultural differences D. Religious differences E. Work-life balance issues Answer: A Diff: 3 Page Ref: 42 9 Copyright © 2019 Pearson Education, Inc. LO: 2.4 Identify the significant changes that have occurred in the composition of the workforce AACSB: Reflective thinking 33. What is workforce diversity? What is the impact of the growth of diversity in the workforce on supervisors? Answer: The single most important human resource issue in organizations today may be adapting organizational policies and practices in light of increasing workforce diversity. This diverse workforce is made up of males, females, whites, blacks, Hispanics, Asians, Native Americans, people with disabilities, LGBTQ, and older adults. The implications of work-force diversity for supervisors are widespread. They must be flexible enough in their practices to be accepting of others who are unlike them regarding what is wanted and needed from work. Employees don’t set aside their cultural values and lifestyle preferences when they come to work. So supervisors must remake organizations to accommodate these different lifestyles, family needs, and work styles. Accommodating a more diverse workplace will require a broad range of new policies and practices. A supervisor’s challenge is to accept diverse groups of people by addressing different lifestyles, family needs, and work styles. Examples of flexibility for a supervisor would include work schedules that need to be more flexible to accommodate working parents and couples maintaining commuter relationships. Provide childcare and elder care so employees will be able to give full attention to their work. Benefit programs will need to be redesigned and individualized to reflect more varied needs, etc. Diff: 2 Page Ref: 40 – 41 LO: 2.4 Identify the significant changes that have occurred in the composition of the workforce AACSB: Application of knowledge 34. Downsizing is a reduction in workforce and reshaping of operations to create “lean and mean” organizations. The goals of organizational downsizing are ___________________________. A. a first step toward offshoring B. greater efficiency and reduced costs. C. reducing the cost of benefits D. a move toward manufacturing efficiencies E. bureaucratic organizing Answer: B Diff: 3 Page Ref: 43 LO: 2.5 Explain why corporations downsize AACSB: Analytical thinking 35. To deal effectively with factors in a rapidly changing business environment, such as increased global competition, companies had to _____________________________. A. improve manufacturing processes B. offshore their business operations C. hire more immigrant workers D. become more flexible about how work got done. 10 Copyright © 2019 Pearson Education, Inc. E. consider merging or being acquired Answer: D Diff: 3 Page Ref: 43 LO: 2.5 Explain why corporations downsize AACSB: Analytical thinking 36. Explain why actions related to downsizing do not achieve the stated goals in all cases. Answer: Downsizing efforts sometimes take their toll on workers and the potential financial gains they were supposed to achieve. Several studies have indicated that more than two-thirds of all companies that downsized had problems with employee morale, and those remaining in the organization mistrusted management. Moreover, companies that downsized experienced a higher incident rating of employees filing disability claims. Diff: 3 Page Ref: 43 LO: 2.5 Explain why corporations downsize AACSB: Reflective thinking 37. Activities in an organization that enhance processes that result in the improved quality of goods and services produced is described as ______________________. A. continuous improvement B. process enhancement C. kaizen D. manufacturing automation E. management by objectives Answer: A Diff: 1 Page Ref: 43 LO: 2.6. Understand the concept of continuous improvement and identify its goals AACSB: Application of knowledge 38. Continuous-improvement programs expand _________________beyond the traditional definition to include everyone involved with the organization, either internally or externally. A. the term customer B. the term supplier C. the term management D. the term quality E. the term efficiency Answer: A Diff: 1 Page Ref: 43 LO: 2.6. Understand the concept of continuous improvement and identify its goals AACSB: Application of knowledge 39. Of the following, which is NOT considered a foundation of continuous improvement? A. Exclusive focus on the product improvement B. Seek continuous improvement C. Improve quality throughout the organization 11 Copyright © 2019 Pearson Education, Inc. D. Measure accurately E. Involve employees Answer: A Diff: 2 Page Ref: 44 LO: 2.6. Understand the concept of continuous improvement and identify its goals AACSB: Application of knowledge 40. Although continuous-improvement plans have been criticized by some for ___________________, their overall record is good. A. creating more costs throughout the organization B. overpromising and underperforming C. increasing the potential for offshoring D. increasing labor costs E. creating scenarios where downsizing is warranted Answer: B Diff: 2 Page Ref: 44 LO: 2.6. Understand the concept of continuous improvement and identify its goals AACSB: Application of knowledge 41. Although implementing continuous-improvement methods is a positive start in many organizations, these methods generally focus on ______________________. A. manufacturing B. management reorganization C. cost reductions D. incremental change E. sweeping change Answer: D Diff: 2 Page Ref: 44 LO: 2.6. Understand the concept of continuous improvement and identify its goals AACSB: Application of knowledge 42. Unfortunately, ongoing incremental change can avoid facing up to the possibility that what the organization may really need is radical or quantum change, referred to as ____________________. A. continuous improvement B. work process engineering C. manufacturing automation D. re-engineering E. organizational overhaul Answer: B Diff: 1 Page Ref: 44 LO: 2.6. Understand the concept of continuous improvement and identify its goals AACSB: Application of knowledge 12 Copyright © 2019 Pearson Education, Inc. 43. Explain the impact and implications on supervisors of continuous-improvement and process engineering. Answer: Although downsizing, contingent workforces, continuous-improvement programs, and process engineering are activities frequently initiated at the top management levels of an organization, they do affect supervisors. Supervisors are often heavily involved in implementing the changes. They must be prepared to deal with the organizational issues these changes bring about. Supervisors must define what quality means to the jobs in their unit. The meaning of quality should be communicated to every staff member. Each must then exert the needed effort to move toward perfection. Supervisors and their employees must recognize that failing to do so could lead to unsatisfied customers taking their purchasing power to competitors; should that happen, jobs in the unit might be in jeopardy. Continuous improvement can eliminate many of the bottlenecks that have hampered work efforts in the past. Continuous-improvement programs can help create more satisfying jobs—for both supervisors and their employees. Process engineering may leave some supervisors and employees confused and angry. When processes are restructured, some longtime work relationships are severed. Work process engineering can generate some benefits for supervisors. It may mean that they have an opportunity to learn new skills. They may now work with the latest technology, supervise work teams, or have more decision-making authority. These same skills may keep them marketable and help them move to another organization, should that time ever come. Finally, as these changes sweep across corporate America, supervisors may see changes in pay structures. Under a process-engineered work arrangement, supervisors and their employees may be in a better position to be compensated for the work they do and receive bonuses and incentives when they excel. Diff: 3 Page Ref: 46 LO: 2.6. Understand the concept of continuous improvement and identify its goals AACSB: Reflective thinking 44. Tomorrow’s successful supervisors will be those who have learned to “thrive on chaos.” Of the following, which is NOT one of the major reasons for this shift? A. Organizations now understand that chaos creates a healthier work environment. B. Change is taking place at an unprecedented rate. C. New competitors spring up overnight D. Downsized organizations mean fewer workers to complete necessary work. E. Constant innovations in computer and telecommunications technologies. Answer: A Diff: 1 Page Ref: 47 LO: 2.7 Describe why supervisors must be able to “thrive on chaos” AACSB: Application of knowledge 45. Supervisors must quickly identify various signs that a business unit is in trouble. Which of the following is NOT one of those signs? A. Performance declines B. Unexplained budget surpluses 13 Copyright © 2019 Pearson Education, Inc. C. Unnecessary and cumbersome policies D. Tolerance of work incompetence E. Fear of conflict and taking risks Answer: B Diff: 1 Page Ref: 47 LO: 2.7 Describe why supervisors must be able to “thrive on chaos” AACSB: Application of knowledge 46. One of the key components in handling a disaster is to have a plan in place. Briefly describe some of the most important elements of a disaster recovery plan. Answer: Having disaster recovery plans often include duplicate and backup systems, emergency work sites, and telecommuting options. Although these are important, one aspect appears to have the consensus of the experts in this arena—supervisory support for employees and their families. Good communications during disasters become paramount to help employees understand what is happening. Supervisors must be able to let employees talk about their feelings and allow them to grieve if needed. Supervisors must also recognize that stress may be rampant for some employees, and some may become depressed and need additional assistance. In such situations there are no manuals to rely on; rather, such times require supervisors to be kind, sensitive, and empathetic. And they must do this at a time when they, too, may be experiencing the same emotional “crises” as their employees! Diff: 1 Page Ref: 48 LO: 2.7 Describe why supervisors must be able to “thrive on chaos” AACSB: Application of knowledge 47. ___________________is an obligation that organizations have to society. A. Corporate survival B. Profit maximization C. Fair treatment of immigrant workers D. Sustainability E. Social responsibility Answer: E Diff: 1 Page Ref: 48 LO: 2.7. Describe why supervisors must be able to “thrive on chaos” AACSB: Application of knowledge 48. Social responsibility tries to align ________________________with what is good for society A. social obligations B. global management objectives C. organizational long-term goals D. sustainability goals and objectives E. organizational short-term goals Answer: C Diff: 3 Page Ref: 48 14 Copyright © 2019 Pearson Education, Inc. LO: 2.7 Describe why supervisors must be able to “thrive on chaos” AACSB: Reflective thinking 49. __________________ is the foundation of a business’s social involvement. A. Social obligation B. Sustainability C. Corporate profit making D. Organizational effectiveness E. Good management Answer: A Diff: 1 Page Ref: 48 LO: 2.7 Describe why supervisors must be able to “thrive on chaos” AACSB: Application of knowledge 50. ___________commonly refers to the rules or principles that define right and wrong conduct. A. Corporate conduct B. Religious values C. Moral behavior D. Ethics E. Social responsibility Answer: D Diff: 1 Page Ref: 50 LO: 2.8 Define ethics AACSB: Application of knowledge 51. Formal documents that state an organization’s primary values and ethical rules it expects employees to follow are known as ______________________. A. codes of ethics B. ethical guidelines C. religious values D. corporate mission statements E. corporate value statements Answer: A Diff: 1 Page Ref: 50 LO: 2.8 Define ethics AACSB: Application of knowledge 52. In situations involving ethics, it’s impossible to predict what you’ll face. It helps if you _______________________________. A. decide on a case-by-case basis B. do not get yourself involved in an ethical dilemma C. just ignore an unethical dilemma D. leave ethical dilemmas to management to resolve E. prepare ahead of time and anticipate how you will handle ethical dilemma 15 Copyright © 2019 Pearson Education, Inc. Answer: E Diff: 1 Page Ref: 50 LO: 2.8 Define ethics AACSB: Application of knowledge 53. Explain why the role a supervisor plays in establishing ethical behavior in a department is critical. Answer: Supervisors play a critical role in establishing ethical conduct not only within their department but often across an organization as well. If the behavior of a supervisor is ethical, there is a stronger likelihood that employees will follow suit. Ethics commonly refers to the rules or principles that define right and wrong conduct. Supervisors face ethical dilemmas. There are situations where supervisors are required to define right and wrong conduct. By their comments and behavior, supervisors are a primary source for conveying an organization’s ethical climate. For most employees, their supervisor is the only contact they have with management. Management’s ethical standards are interpreted by employees through the actions of supervisors. If supervisors take company supplies home, cheat on their expense accounts, or engage in similar practices, they set a tone in their work group that is likely to undermine all the efforts by top management to create a corporate climate of high ethical standards. Diff: 3 Page Ref: 50-51 LO: 2.8 Define ethics 16 Copyright © 2019 Pearson Education, Inc.