Chapter 9

Question 1

Top Managers

Answer 1

tasked with setting organizational objectives and goals

Question 2

Middle Managers

Answer 2

allocate resources to achieve the goals and objectives set by top managers and oversee first line managers

Question 3

first-line managers

Answer 3

coordinate the activities that have been developed by the middle managers

Question 4

three critical skill sets for successful management professionals:

Answer 4

technical skills, conceptual skills, and human skills

Question 5

Technical skill

Answer 5

a learned capacity in just about any given field of work, study, or even play.

Question 6

Conceptual skills

Answer 6

enable one to generate ideas creatively and intuitively and also show comprehensive understanding of contexts or topics

Question 7

conceptual thinking

Answer 7

the ability to formulate ideas or mental abstractions

Question 8

human skills

Answer 8

a combination of social, interpersonal, and leadership skills

Question 9

Leaders

Answer 9

people who know how to achieve goals and inspire people along the way

Question 10

Autocratic/Authoritarian

Answer 10

decision-making power is concentrated in the manager and managers don’t consider initiatives from subordinates

Question 11

Laissez-Faire/Free-Rein

Answer 11

the manager delegates the tasks to the followers while providing little or no direction

Question 12

Participative/Democratic

Answer 12

the manager shares the decision-making authority with group members

Question 13

Transformational leaders

Answer 13

work with subordinates to identify needed change, create and share an inspiring vision, and bring about change together with committed members of a group

Question 14

Transactional leadership

Answer 14

focuses on supervision, organization, and performance

Question 15

Narcissistic leaders

Answer 15

are known for being interested only in themselves, at the expense of others, such as employees or group members

Question 16

The process of control usually consists of the following four parts:

Answer 16

1. setting standards,
2. measuring performance against those standards,
3. analyzing performance
4. taking corrective action.

Question 17

SMART

Answer 17

specific, measurable, achievable, realistic, and time constrained

Question 18

performance metrics usually involves the following:

Answer 18

1. Establishing critical processes/customer requirements
2. Identifying specific, quantifiable outputs of work
3. Establishing targets against which results can be scored

Question 19

balanced scorecard

Answer 19

semi-standardized strategic management tool used to analyze and improve key performance indicators within an organization

Question 20

The following four perspectives are represented in a balanced scorecard:

Answer 20

1. Financial: “How do we look to shareholders?”
2. Customer: “How do customers perceive us?”
3. Internal business processes: “What must we excel at?”
4. Learning and growth: “How can we continue to improve and create value?”

Question 21

Corrective action

Answer 21

a planned response aimed at fixing a problem