Chapter 4

Question 1

CO effectively manage the department’s resources at the ____ level

Answer 1

Station

Question 2

Act of guiding the human and physical resources of an organization to obtain organization’s objectives

Answer 2

Management

Question 3

As a Company officer, you are a

Answer 3

Supervisor, a leader and a manager

Question 4

First reference we see to management found in

Answer 4

The Bible. Book of Exodus, chapter 18

Question 5

First contributor of science of management

Answer 5

Henry Fayol (successful manager of French coal mine)

Question 6

Fayol was concerned about the importance of the

Answer 6

Human resources in the organization

Question 7

Father of professional management

Answer 7

Henry Fayol

Question 8

Division of labor

Answer 8

Divide the work into manageable portions and specialize the activities to improve efficiency

Question 9

Suggests that one should receive orders from only one supervisor

Answer 9

Unity of command

Question 10

Suggests a commitment from all to focus on the same objectives

Answer 10

Unity of direction

Question 11

Management activities could be broken down into several discrete components, they are

Answer 11

Planning, organizing, commanding, coordinating and controlling

Question 12

Things that can be coordinated

Answer 12

1. Resources of a station
2. Resources of a department
3. Resources of a community

Question 13

Short range planning

Answer 13

1 year

Question 14

Mid range planning

Answer 14

1-5 years

Question 15

Long range planning

Answer 15

Beyond 5 years

Question 16

Second function of management

Answer 16

Organization

Question 17

Breaks down department’s activities into manageable tasks

Answer 17

Organization

Question 18

When done properly, focuses energy on department’s goals and objectives

Answer 18

Organizing

Question 19

______is leading, motivating & building teamwork amount your team members

Answer 19

Commanding

Question 20

You should always consider ____ as a resource

Answer 20

Time

Question 21

Putting the various functions together into a smooth well operating organization

Answer 21

Coordinating

Question 22

Factors that interfere with good coordination (5)

Answer 22

1. Poor communication
2. Poor timing
3. Resistance to change
4. Lack of clear-cut objectives or lack of understanding
5. Ineffective policies, practices and procedures

Question 23

Monitoring our progress

Answer 23

Controlling

Question 24

Allows you to measure effectiveness, help maintain goals, seek ways to improve, increase production, help plan future undertakings

Answer 24

Controlling

Question 25

Management control is great the expedited and increases when managers concentrate on

Answer 25

The exceptions to expected results

Question 26

Father of scientific management

Answer 26

Frederick Taylor

Question 27

Invented a concept known as management by objectives

Answer 27

Peter Drucker

Question 28

The basis for management by objectives

Answer 28

Lies in managers defining areas of responsibility for their subordinates

Question 29

Introduced the styles of management called theory X and theory Y

Answer 29

Douglas McGregor

Question 30

Theory X

Answer 30

Managers feel that they need to have tight controls over their organization because workers are lazy and resist the demands of their managers

Question 31

People will except work and responsibility if given a chance, and that management should provide suitable working conditions so that people could achieve personal goals while satisfying the organizations goals

Answer 31

Theory Y

Question 32

Developed theory Z

Answer 32

William Ouchi

Question 33

Professor who focused on workers’ needs

Answer 33

William Ouchi

Question 34

In this theory the focus is on the employees rather than on the work itself

Answer 34

Theory Z

Question 35

His ideas are referred to as total quality management

Answer 35

W. Edwards Deming

Question 36

Based on employee participation and the concept that all must work together to achieve quality goals while also focusing on a continuing process of improvement

Answer 36

Total quality management (TQM)

Question 37

The key item in the book 1 minute manager

Answer 37

We should try to find more ways to make people feel good about themselves

Question 38

According to who, managers should focus on what is going well

Answer 38

Kenneth Blanchard

Question 39

A measurement of a good leader is the ability to

Answer 39

Develop other leaders

Question 40

He played a key role in introducing the concept of customer service to the fire service

Answer 40

Alan Brunacini

Question 41

_____Should be an essential part of every organization, especially for a public service organization

Answer 41

Being nice and taking care of the customers