Term
| What three types Societal forces have shaped management practices over the years? |
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Definition
Social: Gen Y employees attitudes/values, new work place
Political: role of the government in business, bail outs, policies, concepts of justice
Economic: less-developed countries gaining more power, recession |
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Term
| What was Fredrick Taylor's discovery and what method did he use to discover it? What was the second family that used this discovery as well? |
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Definition
Scientific method - watched coal miners to determine the "one best way" to do a job
Gilbreths - used time and motion studies to improve efficiency |
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Term
| Describe Max Weber's contributions. What term did he use that we normally assume to be negative? |
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Definition
Bureaucratic Oranization - developed perfect organization with these traits:
-clear hierarchy
-written rules for everyone
-hiring/promotions based on ability |
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Term
| Henri Fayol worked his way to the top and then described his 14 principals of management. What are some of them? |
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Definition
Unity of Command - receives orders from one superior
Division of work - able to produce more/better work with specialization
Unity of Direction: similar activities should be grouped together under one manager
Scalar chain - chain of authority
Written policies |
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Term
| Mary Parker Follett was a ground breaking women who wrote about leadership and management practices. What part of management did she stress in her writing? |
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Definition
| people skills, being a good leader |
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Term
| Chester Barnard stressed the importance of the "informal organization. What does this mean? |
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Definition
| Different ranks of hierarchy interact with each other outside of work place. "GrapeVine" |
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Term
| Barnard also speaks about the acceptance theory of authority. What is this? |
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Definition
| people choose whether they will follow a leader or not. to have power, people have to listen to you. |
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Term
| What were the Hawthorn studies? |
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Definition
| Testing to see if light effected productivity. Hawthorn effect was realized - if people in experiment know whats going on, they can alter results |
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Term
| What was the Human Relations Movement based on? |
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Definition
| truly effective control comes from within individual worker rather than from strict authoritarian control. Peoples needs must be met in order for them to be good workers |
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Term
| Maslow was a forerunner in the Human Resources Perspetive. What did he design that illistrated what workers need to be productive? What was the problem with this system? |
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Definition
worked with his psycology patients to determine a hierarchy of needs -
1. physiological (Food, sleep)
2. Safety
3. Social needs (belonging)
4. Esteem (valued member)
5. self actualization (doing something because you like it)
Problem - he stated that once one need was met, it no longer motivated the worker. |
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Term
| Describe McGregor's Theory X and Theory Y concepts |
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Definition
Theory X - pessamistic, don't trust employees, think they hate work, best in structured places like prisons
theory Y - optimist, trusts people, people will do work, flourishes in creative environments |
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Term
| What is the Quantitative Perspective? |
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Definition
application of mathmatics, statistics, and other techniques of management to solve business problems.
Became popular after WWII |
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Term
| describe the systems theory |
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Definition
inputs go through a transformation process to make outputs
the ability to see what goes into and what happens during the process to produce outputs
Parts to know:
System - interrelated parts functioning as whole
Subsystem - parts of system that are dependant
Synergy - who is greater than parts |
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Term
| Describe the contingency view |
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Definition
| management skills are a "tool box". you come prepared with as many as you can and use the right ones for the right situations |
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Term
| describe total quality management |
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Definition
customers always want the best - its business/managements job to make continuous improvement to meet those needs and have high quality things
This requires communication with customer
Four parts:
employee involvement: requires everyone's action
Focus on customer: meet wants/needs
Benchmarking: learn from others and imitate/improve
continuous improvement: small incremental improvements in all areas |
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Term
| define Customer Relationship Management (CRM) |
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Definition
| Figure out what customers want, create an ongoing relationship, LOYALTY |
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Term
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Definition
| sending out jobs to other countries/places that can do better more efficient work. |
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Term
| A "Dairy farm" view of management (ie contented cows give more milk), theorizes that satisfied workers will do more work. This was espoused by supporters of |
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Definition
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Term
| Standardization of work methods and productivity-related wage incentives are characteristics of |
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Definition
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Term
| T or F: according to Max Weber, managers should always be the owners of any organization |
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Definition
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Term
| T or F: According to the bureaucracy view, Positions are organized in a heirarchy of authority, with each person under the authority of a higher one |
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Definition
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Term
| T or F: according to Weber, all personnel are selected and promoted based on technical qualifications |
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Definition
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Term
| T or F: according the the weberian bureaucracy, administrative acts, decisions and prodcedures should be recorded in writing |
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Definition
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Term
| What were the components of Maslow's hierarchy of needs? |
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Definition
Physiological
Safety
Social
Value
Self-actualization |
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Term
| What emphasized the important of understanding human behaviors, needs, attitudes in the workplace as well as social interactions and group processes? |
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Definition
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Term
| What is systems management? |
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Definition
| Recognizing that the synergy of the entire group is more important than the subsystems. Inputs create Outputs. Better to fix whole system, than individual parts |
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Term
| The Behavioral sciences approach is based on what disciplines? |
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Definition
| Economics, Sociology, Psychology |
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Term
| theory X or Y: Holly believes her employees dislike work, avoid responsibility, and need to be controlled and directed |
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Definition
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Term
| Terry evaluted the employee, the problem, and the context in which the problem occured. What view of management did Terry use? |
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Definition
| Contingency (tool box) view |
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Term
| What was Chester Barnard's significant contribution? |
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Definition
| the concept of informal organization |
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Term
| Using outside companies to handle things like customer coorespondence and phone calls is using... |
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Definition
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