MGMT FINAL EXAM – Flashcards
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Feedback is not necessary in the communication process when the sender and receiver are both confident that they understand each other.
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False
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____ is the tendency to fill in gaps of missing information by assuming that what we don't know is consistent with what we already know.
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Closure
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____ is the tendency to overestimate our value by attributing successes to ourselves (internal causes) and attributing failures to others or the environment (external causes).
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Self-serving bias
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Nonverbal communication is less informative than verbal communication. .
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False
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Organizational silence occurs when ____.
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employees believe that telling managers about problems will not make a difference
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In the perceptual process, ____ is the process of noticing or becoming aware of particular stimuli.
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attention
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In communicating feedback to employees, managers need to recognize that feedback can be constructive or destructive.
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True
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During a job interview, interviewers can use their knowledge of face and body movements to determine when interviewees are telling the truth. This knowledge is called _____.
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Kinestics
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Someone experiencing a(n) ____ would be likely to take any negative criticism of his or her department personally.
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Self-serving bias
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According to attribution theory, ____ makes managers more likely to attribute workers' problems or failures to internal rather than external causes.
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The fundamental attribution error
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The three formal communication channels in organizations are categorized as ____.
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downward, horizontal, upward
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Perception is the process by which individuals attend to, organize, interpret, and retain information from their environments.
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True
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The two primary types of grapevine communications networks are ____.
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cluster and gossip
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The last step of empathetic listening requires managers to ____.
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respond with feelings and then facts
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____ is a technique of understanding the speaker's perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker.
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Empathetic listening
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In empathetic listening, ____ is important because it demonstrates that you understand the speaker's emotions.
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Reflecting feelings
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Because of ____, people exposed to the same information will often disagree about what they saw or heard.
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Perceptual filters
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The hurried communication of vague, unclear messages is a common problem associated with ____ communication
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downward
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Communication is the process of transmitting information from one person or place to another.
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True
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The ____ is the system of official channels that carry organizationally approved messages and information.
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formal communication channel
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One recommendation for managers wishing to improve their formal communication is to decrease reliance on downward communication.
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True
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____ is communication with someone about non-job-related issues that may be affecting or interfering with the person's performance.
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Counseling
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Which of the following statements about the importance of good communication is true?
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All of these statements about the importance of communication are true.
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Which of the following is one of the primary tasks faced by managers who want to improve organizational communication?
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managing organization-wide communication
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Selective perception is the tendency to notice and accept objects and information consistent with our values, beliefs, and expectations; and screen out or not accept inconsistent information.
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True
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An angry and defensive managerial reaction is a common problem associated with ____ communication
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Upward
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The steps in the perceptual process in order are ____.
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attention, organization, interpretation, retention
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An organization that relies heavily on ____ controls is likely to be highly resistant to change and slow to respond to customers and competitors.
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bureaucratic
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Implementing controls is always worthwhile.
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False
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Control is achieved when behavior and work procedures conform to set standards and that the company goals are accomplished.
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True
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____ is a control method that encourages managers to look beyond traditional measures to evaluate four different perspectives on company performance.
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Balanced Scorecard
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Benchmarking is the process of setting corporate norms.
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False
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One significant advantage of economic value added (EVA) is that it clearly states what specific actions managers should or should not take in order to improve financial performance.
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False
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Quality is typically defined and measured in three ways. They are ____.
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excellence, value, and conformance to expectations
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Concurrent control seeks to prevent or minimize performance deficiencies before they occur.
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False
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The three levels of waste minimization are waste disposal, waste reduction, and recycling.
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False
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____ control is top-down control in which managers try to influence employee behavior by rewarding or punishing employees for compliance or noncompliance with organizational policies, rules, and procedures.
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Bureaucratic
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Ironically, ____ control may lead to even more pressure for workers to conform to expectations than ____ control.
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concertive; bureaucratic
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Which of the following statements about normative control is true?
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Normative control leads to an emphasis on very selective hiring.
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Budgets are used to project costs and revenues, to prioritize and control spending, and to ensure that expenses don't exceed available funds and revenues.
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True
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The basic control process of business begins with ____.
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the establishment of clear standards of performance
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The traditional approach to controlling financial performance does NOT examine ____.
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customer defections
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When a company emphasizes ____ as its quality goal, managers must simultaneously control excellence, price, durability, or other features of a product or service that customers strongly associate with it.
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Value
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The objective control approach to managerial control manifests itself as either behavior control or output control.
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True
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____ control regulates workers' actions and routines on the job, while ____ control measures the results of their efforts.
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Behavior; output
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Normative controls should be used when ____.
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organizational culture, values, and beliefs are strong
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Control is a(n) ____ process.
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continuous, dynamic, and cybernetic
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____ is the regulatory process of establishing standards that will achieve organizational goals, comparing actual performance to those standards, and then, if necessary, taking corrective action to restore performance to those standards.
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Control
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Which of the following factors can help managers determine whether more or different control is worthwhile?
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regulation costs
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____ control is associated with autonomous work groups.
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Concertive
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When it comes to finances, the Balanced Scorecard focuses on one simple question. That question is ____.
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How are we performing for our shareholders?
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____ is the extent to which it is possible to implement each step in the control process.
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Cybernetic feasibility
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When implementing the financial perspective, managers would use ____.
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financial ratios
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Process modification, material/product substitution, and ____ are the three strategies used for waste prevention and reduction.
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good housekeeping
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____ allows a trucking company not only to compare its safety performance with other companies but to also adopt those practices found to be superior.
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Benchmarking
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____ occurs when performance improvement is attained in one part of an organization but only at the expense of decreased performance in another part.
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Suboptimization
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When self-control is used, leaders and managers provide workers with clear boundaries within which they may guide and control their own goals and behaviors.
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True
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The three basic control methods are ____.
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concurrent control, feedback control, and feedforward contro
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The two types of objective controls managers use are ____.
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behavior and output
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Normative controls should be used when ____.
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organizational culture, values, and beliefs are strong
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Which of the following is NOT one of the four perspectives measured in the Balanced Scorecard approach to control?
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policies and procedures perspective
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Which of the following statements about intranets is true?
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Intranets are Web-based.
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Data mining often reveals data clusters where three or more database elements occur together.
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True
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Which of the following is one of the critical issues companies need to address in order to sustain a competitive advantage through information technology?
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Is the firm's use of information technology difficult for another company to create or buy?
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The two major types of data mining are ____.
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supervised and unsupervised
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Extranets are used to handle organizational transactions with suppliers and distributors.
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True
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A company developed a(n) ____ to allow its more than 50 department heads and executive managers to use a Web browser to view sales results and distribution plans with a single click..
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Corporate portal
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According to ____, the cost of computing will drop by 50 percent as computer-processing power doubles every 18 months.
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Moore's Law
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The three methods of tracing products through a distribution system are paper records, bar codes, and radio frequency identification tags. Which of the following statements about the tracing of products is true?
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RFID tags are most efficient because they can be read by a radio that has been tuned to a specific frequency.
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The first company to use new information technology to substantially lower costs or differentiate products or services often gains ____.
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first-mover advantage
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Three major types of information technology are used by executives, managers, and workers inside the company to access and share information. They are executive information systems, intranets, and corporate portals.
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True
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Intranets are private company networks that allow employees to easily access, share, and publish information using Internet software.
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True
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In today's hypercompetitive business environments, capital (i.e., money) is still more important than information for business success.
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False
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The two basic methods of capturing information are ____.
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manual and electronic
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Virtual private networks (VPN) and secure sockets layer (SSL) encryption perform basically the same function.
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True
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____ allow managers and employees to use a Web browser to gain access to customized company information and to complete specialized transactions.
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Corporate Portals
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A(n) ____ is a private company network that allows employees to easily access, share, and publish information using Internet software.
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Intranet
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A(n) ____ is an information system that helps managers understand problems and potential solutions by acquiring and analyzing information with sophisticated models and tools.
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Decision support system
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The data used in data mining typically come from ____ that store huge amounts of data that have been prepared for data mining analysis by being cleaned of errors and redundancy.
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data warehouses
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The first airline that technologically allowed passengers to buy their plane tickets and reserve their seats online had a first-mover advantage.
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true
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The key to sustaining competitive advantage is ____.
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using information technology to continuously improve and support the core functions of a business
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Unsupervised data mining is particularly good at identifying ____.
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All of these
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Two critical steps are required to make sure that data can be accessed by authorized users and no one else. They are ____.
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authentication and authorization
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Bar codes and document scanners are common methods of electronically capturing data.
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True
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By examining checkout data, supermarkets have learned that people who are buying beer typically also buy a bag of salty snacks. As a result of this finding from ____, supermarkets often place displays of beer near the chips and pretzel aisle.
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data mining
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Data clusters ____.
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occur when three or more database elements occur together in a significant way
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Unlike an executive information system, a decision support system (DSS) ____.
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helps managers understand problems and potential solutions by acquiring and analyzing information with sophisticated models
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Data and information are the same as knowledge.
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True
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A company has built a(n) ____ that will automate its purchasing transactions and other e-commerce activities with its small- to mid-size suppliers. It will provide thousands of the company's suppliers with secure access to critical trading partner information and will facilitate trading partner automation.
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extranet
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The ability to consistently perform a service well is referred to as service ____.
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reliability
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Materials requirement planning (MRP) is ____.
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used with dependent demand systems
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Which of the following statements about ISO 9000 is true?
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To become ISO 9000 certified, companies must show that they are following their own procedures.
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Which of the following is a specific component of internal service quality?
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high value service
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At their core, companies are ____ systems that combine inputs such as labor, raw materials, capital, and knowledge to produce finished products and other types of output.
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production
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Inventory is defined as the number of finished products that a company has in its possession either in the factory, in warehouses, or on delivery vehicles.
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False
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Studies clearly show that customers care more about responsiveness than anything else when buying services.
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False
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In inventory management situations involving independent demand systems, ____ should be used, whereas with dependent demand systems, ____ should be used.
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EOQ; JIT and/or MRP
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Manufacturing operations are classified according to the depth of their inventory stock.
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False
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The first step in the service-profit chain is external service quality or the quality of treatment that employees receive from a company's internal service providers.
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False
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The lowest degree of processing occurs in ____ operations, where a company orders parts and assembles standardized products before receiving customer orders.
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make-to-stock
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The average time between breakdowns (for machinery) is referred to as ___?
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reliablilty
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The easier it is to maintain a working product or fix a broken product, the more ____ that product appears.
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serviceable
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A product's quality is determined by its ____.
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durability, reliability, and serviceability
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The four kinds of costs incurred with inventory maintenance are ordering costs, setup costs, transaction costs, and stockout costs.
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False
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Which of the following statements about total quality management (TQM) is true?
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TQM is an integrated organization-wide strategy for improving product and service quality.
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Higher productivity is good not only for individual companies that achieve it but also for the countries in which they do business.
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True
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Which of the following types of operations are most dependent on the accuracy of sales forecasts?
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make-to-stock operations
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According to the textbook, what should a business owner do with excess inventory?
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cut prices on the product to increase its sales
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In general, managers should use ____ to directly compare their overall level of productivity to that of their competitors, and ____ to analyze the contributions of individual components to that overall productivity.
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multifactor productivity; partial productivity
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The three principles that characterize TQM are continuous improvement, teamwork, and ____.
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customer focus and satisfaction
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Which of the following is NOT a criterion on which companies are judged when applying for the Baldrige National Quality Award?
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competitive advantage
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ISO 14000 ____.
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is a series of international standards for managing, monitoring, and minimizing an organization's harmful effect on the environment
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At their core, companies are ____ systems that combine inputs such as labor, raw materials, capital, and knowledge to produce finished products and other types of output.
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production
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____ is a measure of performance that indicates how many inputs it takes to produce or create an output.
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Productivity
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In TQM terms, ____ is an organizational goal to provide products or deliver services that meet or exceed customers' expectations.
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customer satisfaction
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Why is productivity important to countries?
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Productivity matters because it produces a higher standard of living.
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Economic order quantity is intended for use with independent demand systems.
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True
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The first step in the service-profit chain is external service quality or the quality of treatment that employees receive from a company's internal service providers.
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False
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Generally speaking, it costs ten times as much to find a new customer as it does to keep an existing customer.
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True
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Studies clearly show that customers care more about ____ than anything else when buying services.
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reliablilty
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The three basic measures of inventory are average aggregate inventory, weeks of supply, and inventory turnover.
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True
