chapter 14 test

Question 1

quality control program

Answer 1

set of measures built into production process

makes sure services meet certain standards

Question 2

manage

Answer 2

prevailing atmosphere or atitude in business

Question 3

strategic plans

Answer 3

long range objectives based on long term goals

3-5 years

Question 4

situational management

Answer 4

using a management approach appropriate for a situation

Question 5

planning

Answer 5

setting goals
developing strategies
outlining tasks and timelines

to meet goals

Question 6

conceptual skills

Answer 6

enable a manager to understand concepts ideas and principles

Question 7

tactical plans

Answer 7

midrange objectives
less than one year
specific objectives and target dates

Question 8

time management

Answer 8

process of allocating time effectively

Question 9

operational plans

Answer 9

short term objectives
routine policies
rules
budgets

Question 10

tactical marketing objectives

Answer 10

marketing goals planned to reach within a year

Question 11

manager

Answer 11

responsible for directing and controlling the business

Question 12

conceptual skills

Answer 12

skills that enable a manager to understand BIG concepts ideas and principles

Question 13

a manager focuses on

Answer 13

coordinating the people, processes, and resources of the operation

Question 14

power-oriented style

Answer 14

a manager tries to maintain control over the entire situation

Question 15

human relation skills

Answer 15

key in a manager’s ability to interact with, lead, and motivate employees