Chapter 3

Question 1

_____ is the study of the way work moves through an organization.

Answer 1

Workflow analysis (p.50)

Question 2

Jack, who works with BluClu LLC., is responsible for performing the job analysis in his organization. He has introduced and communicated the job analysis process to all his managers. What is Jack’s next step?

Answer 2

Conducting the job analysis (p.57)

Question 3

Dave, who works with GoPhone LLC, is responsible for managing job analysis in his organization. He is currently gathering and reviewing data. What should Dave’s next step be?

Answer 3

Developing job descriptions and job specifications (p.57)

Question 4

Jill, who works with SunFun LLC., is responsible for handling the job analysis in her organization. She has developed job descriptions and job specifications. What will Jill’s next step be?

Answer 4

Maintaining and updating job descriptions and job specifications (p.57)

Question 5

The _____ requires that organizations identify the essential job functions, which are the fundamental duties of a job.

Answer 5

Americans with Disabilities Act (p.58)

Question 6

A _____ identifies the tasks, duties, and responsibilities of a job.

Answer 6

job description (p. 58)

Question 7

_____ list the knowledge, skills, and abilities (KSAs) an individual needs to perform a job satisfactorily.

Answer 7

job specification (p. 58)

Question 8

What is an intangible item in a psychological contract?

Answer 8

loyalty (p.61)

Question 9

What is used by employers to address the issue of job satisfaction among employees?

Answer 9

an attitude survey (p.61)

Question 10

What is a tangible item in a psychological contract

Answer 10

wages (p.61)

Question 11

A financial services firm conducted an attitude survey. It was found that although employees were generally satisfied with their pay, they were dissatisfied with the organization’s management style, promotion practices, and training programs. To manage these concerns, it is recommended that the director of HR:

Answer 11

hold group meetings with employees to convey the positive and negative survey results and get suggestions for improvements. (p. 61)

Question 12

What is true about turnover?

Answer 12

The turnover of poor performers is considered functional. (p. 66)

Question 13

Alice, an efficient waitress at a moderately-priced family restaurant, consistently gets the lowest tips from customers. She announces that she is quitting to take another job at a newly-opened casino. This best exemplifies a(n) _____ turnover.

Answer 13

dysfunctional (p. 66)

Question 14

Jane quit Cover Corp. without completing a high-priority project that she was handling. Due to her unavailability, the four remaining members of her team had to work overtime, and they demanded adequate compensation to justify their extra hours of work. In this case, the amount subsequently paid to them best exemplifies:

Answer 14

vacancy costs (p. 67)

Question 15

Arden Insurance’s claims processing facility has been a major employer in the town of Arbor for over 20 years drawing mainly on workers with minimal skills and education. A large telemarketing firm is about to set up its business at Arbor, and it is planning to employ low-skilled workers. What is most likely true in this case?

Answer 15

If Arden cannot offer higher wages, it needs to make sure that its current employees are satisfied with the intangible aspects of their jobs in order to retain them. (p. 68)

Question 16

_____ is defined as the percentage of employees at the beginning of a period who remain at the end.

Answer 16

Retention rate (p. 69)

Question 17

True/False: The labor force participation rate is the percentage of the population working or seeking work.

Answer 17

True (p. 48)

Question 18

True/False: The Bureau of Labor Statistics classifies people working between 35 and 40 hours per week as part-time workers.

Answer 18

False (p. 49)

Question 19

True/False:Workflow analysis is the study of the way work moves through an organization.

Answer 19

True (p.50)

Question 20

True/False:Job design refers to organizing tasks, duties, responsibilities, and other elements into a productive unit of work.

Answer 20

True (p.50)

Question 21

True/False: Contingent workers are full time employees.

Answer 21

False (p. 53)

Question 22

True/False: Shift differential is the additional pay that employees receive for working the evening or night shifts.

Answer 22

True (p.53)

Question 23

True/False: Decreased customer service is a hidden cost of turnover.

Answer 23

True (p.67)

Question 24

Short answer: define job analysis.

Answer 24

Job analysis is a systematic way of gathering and analyzing information about the content, context, and human requirement of jobs.

Question 25

Short answer: what is a job description?

Answer 25

A description of tasks, duties, and responsibilities of a job.

Question 26

Short answer: what is a job specification?

Answer 26

List of knowledge, skills, and abilities an individual needs to perform a job satisfactorily.

Question 27

Short answer: what are the three major factors that affect individual performance in organizations?

Answer 27

Performance = Ability * Effort * Support

Or, the individual’s ability to do the job, the effort expended, and organizational support.

Question 28

Short answer: define organization commitment.

Answer 28

Organizational commitment is the degre ti which employees believe in and accept company goals and to remain with the firm. (p. 62)

Question 29

Short answer: what are the hidden costs of turnover?

Answer 29

Reduced productivity, decreased customer service, lower quality, additional unexpected employee turnover, missed project deadlines.