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Exam 5: Planning: the Foundation of Successful Management

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Question 31

True/False

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Candice, owner of Green Solar Panels, has found that some of her department managers were using management by objectives, but the accounting and sales managers were not. Candice can still expect that the MBO program she introduced will yield results.

A) True
B) False

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Question 32

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Those who manage the work on the front lines are most involved with what component of the planning process?

A) writing a belief statement
B) developing a goals pact
C) producing a code of ethics
D) management pledging
E) operational planning

F) A) and B)
G) None of the above

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Question 33

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Setting a ________, Joy wants to sell 80 percent of her old merchandise prior to the new arrivals shipping.

The upper management of a large national insurance company has passed along the new goal of improving customer service to the district managers. The district managers will set goals to be achieved over the next 6 to 24 months as part of ________ planning.

Operational planning must be completed by first-line managers every ________, and tactical planning is done by middle management every

You receive a memo that reads as follows: "In recent months, our customer evaluations have dropped, and our sales have decreased by 10 percent. To restore our business, we will do the following: (1) We will contact all of our customers and offer a 10 percent discount on their next purchase. (2) For the customers who spend more than $1,000 per year, we will invite them to join our Insiders' Club, which gives them discounted tickets to concerts and sporting events. (3) Effective immediately, we will begin staffing our call center 24 hours a day, 7 days a week. (4) Customer-service personnel will be given more discretion in helping customers resolve problems, with minimal interference from supervisors." This memo is a(n)

Leo is starting a company that leases shared workspaces, and he has approached SCORE, an SBA organization that assists small-business owners in setting up their companies. The SCORE counselors would probably advise Leo, as a new business owner, to

________ is the overall goal of MBO.

Jeanine, the operations manager of an auto dealership, has been redesigning operations. She feels there are many places where the dealership can cut costs to save money. One of these is all the "perks" for customers like free coffee, freshly popped popcorn, and a children's play area. Assume you are the general manager of the dealership (Jeanine's boss) and an advocate of the planning/control cycle, what would you do?

Charmaine, a district manager for a global retailer, is traveling to different stores in her district to discuss with store managers how to increase profitability for the rest of the fiscal year. What is Charmaine doing?

"Increase profits by 15 percent a year for each of the next five years" is an example of a strategic goal.

The first three steps in planning an organization are (in the correct order) :

Which of the following is intended for one-time use and is not likely to be repeated in the future?

You are reading a ________ that outlines your company's long-term goals and direction. These goals include "Reduce energy consumption in our offices by 20 percent," "Grow our market share in China from 3 percent to 10 percent," "Enter a strategic alliance with a partner in Australia to begin selling our products in Sydney and Brisbane," and "Equip all sales representatives with an app that allows them to provide an immediate quote when meeting with customers."

The three types of MBO objectives are

Greg, the owner of a lawn care service, likes to meet with his employees six months after their yearly evaluation to discuss how they are progressing on suggestions and plans to improve their yearly job evaluation. At this point, by comparing the six-month results with the past evaluation, Greg is in the ________ step of the planning/control cycle.

Cozy Café is a restaurant chain that offers a relaxing environment to enjoy quality coffees, teas, soups, and other menu items. A poster in the front of each restaurant reads, "We will always provide a quality product to help our customers better meet the challenges of their day and will always take the time to offer caring service one person at a time." This statement is Cozy Café's

The textbook makes four key recommendations to help you become a proactive learner. Use these recommendations to set a goal of obtaining a job after graduation that is interesting and provides a good salary. Given that this is a long-term goal, be sure to explain how you will use the advice between now and the time you graduate.

Mark Zuckerberg stated that Facebook's early idea was to "Move fast and break things." He set that as his strategy for the company. Was he using the concept of strategy correctly?

MBO works by objectives moving through the organization; that is, top managers set general organizational objectives, which are translated into divisional objectives, which are translated into departmental objectives. The hierarchy ends in individual objectives set by each employee. This is an example of MBO working as objectives ________ through the organization.