1. Olivia Gullbrand is Vice President in charge of Sales and Marketing at Video Tech, an retail firm specializing in a product line that utilizes new video technologies. Among her responsibilities at Video Tech is controlling. Olivia knows that, because of the nature of her business and its customers, she must practice customer relationship management (CRM). Which of the following is NOT important in this approach?
(a) A personal approach
(b) A customer-centric approach
(c) A customer-friendly brand image
(d) Customer intimacy
(e) Risk analysis
2. The customer relationship management aims to create_____.
(a) Cash register
(b) Disaster control
(c) Records inventory
(d) Customer intimacy
(e) Risk analysis
3. Adam Niesle, Vice President of Controlling at Radio Brand Electronics, is a stickler for details and for making sure all of his " to dos" are carefully laid out among his multiple agendas and calendars. Because much of Adam's job is spent keeping this focus, he knows that controlling is especially important in his business. He knows that controlling provides and immediate and critical link back to_____.
(a) Organizing
(b) Planning
(c) Leading
(d) Motivating
(e) Measuring
4. A customer-centric approach to business with the aim of implementing a customer intimacy strategy or establishing a customer-friendly brand image is known as which of the following?
(a) Customer relationship management
(b) Human relation movement
(c) Control process
(d) Information and communication technologies
(e) Scientific management
5. How are the control process step of measuring performance and a performance appraisal similar?
(a) Both are quantitative and qualitative
(b) Both take into account peer feedback
(c) Both calculate the efficiency of an employee
(d) Both set a series of expectations
(e) Both establish methods for increasing performance
6. Which of the following, if true, supports Jessica's customer-centric control management style?
(a) Last month, Jessica's store outsold Marie's store in the shoe department
(b) In the manufacturing industry, employee-centric focus is very successful
(c) Jessica's store has only been open a year, and Marie's has been open for 5years
(d) Eighty-five percent of retail stores prioritize customer relationship management
(e) Jessica's smaller store outperforms Marie's store in customer satisfaction
7. A large electricity company contacts experts in environmental areas to help aid the company CFO, CEO, and other experts in developing a way to meet the stakeholder's expectations on environmental issues. This best illustrates the formation of which of the following?
(a) Corporate governance
(b) Privately held company
(c) Corporate charter
(d) Board of directors
(e) Publicly traded company
8. Hank is the human resource manager of a customer service company. Hanks sets very high expectations for his employees and regularly assesses whether or not they are meeting these expectations. This best demonstrates the use of which of the following types of control?
(a) Financial control
(b) Behavior control
(c) Levers of control
(d) Normative control
(e) Output control
9. Miguel works in the production factory of a kitchen supply company. Miguel's superiors keep track of how many items Miguel produces per hour on an average day of work. This best demonstrates which of the following steps in the control process?
(a) Integrating feedback
(b) Comparing performance to standards
(c) Measuring performance
(d) Taking corrective action
(e) Creating standards and metrics
10. Controls are created and used to _________.
(a) Offer fast and relevant information
(b) Scientifically select and train all workers
(c) Monitor and regulate how and organizations performs
(d) Devolve strategy by a process of decentralization
(e) Be financially conservative
11. What do the levers of control and external controls have in common?
(a) Both deal with organizational establishment
(b) Both deal with organizational performance
(c) Both deal with organizational behavior
(d) Both deal with organizational finances
(e) Both deal with organizational culture
12. Which of the following, if true, supports Marie's employees-Centric control management style?
(a) The ration of businesses that use customer-centric versus employee-centric styles is 6 to 1
(b) Marie's store has outsold Jessica's store every month for the last three years
(c) Research shows that employee satisfaction is directly linked to customer satisfaction
(d) Marie's store consistently meets or exceeds company-wide sales goals each quarter
(e) Last-year's stop grossing company uses an employee-centric control management style
13. Which of the following control system relies on various points such as organizational values, feedback systems, and focused involvement in decision-making?
(a) Output control
(b) Normative control
(c) Levers of control
(d) Behavior control
(e) Accounting control
14. Which of the following is NOT a principle of scientific management proposed by Frederick Taylor?
(a) Ensure that all work is being done in accordance with the scientific method
(b) Pay attention to the workers' physical needs
(c) Train and select all workers scientifically
(d) Divide work between managers and workers
(e) Develop a science for each element of work
15. Nicholas in nervous about meeting with his manager. The manager has informed Nicholas that they will be discussing how well Nicholas' customer service career has been going and what he can do to improve. This best demonstrates Nicholas ‘Manager conducting which of the following?
(a) Performance appraisal
(b) 360-degree review
(c) Corporate governance
(d) Management objectives
(e) Balanced scorecard
16. Which of the following can best be seen in an organization that sets a tone of positivity, trust, and high expectations?
(a) Corporate governance
(b) Board of directors
(c) External controls
(d) Self-management
(e) Emotional self-control
17. All of the following principles of scientific management, Except which one?
(a) Divide work between managers and workers
(b) Develop a science for each element of work
(c) Ensure that all work is being done in accordance with method
(d) Scientifically select and train all workers
(e) Work climates should embody the spirit of an organization
18. Which of the following forms of quality control include approaches such as defining business vision and objectives, understanding what is and what is not working, and designing a new process and building a pilot project based on the design?
(a) Six Sigma
(b) Lean management
(c) Total quality management
(d) Operations management
(e) Business process reengineering
19. Mark is the manager of clothing company. Mark is assessing the company's profits and how much the company spend on payroll, advertising, and overhead to see where the company can improve financially. This best illustrates the use of which of the following financial Controls?
(a) Beyond budgeting
(b) Cash flow analysis
(c) Balance sheet
(d) Profit and loss statement
(e) Accounting liabilities
20. Marie and Jessica are managers at rival clothing stores. Jessica prides herself on here store's customer-centric focus, while Marie believes that customers come second and employees come first. Marie's store consistently beats Jessica's store in sales. Which of the following conclusions is supported by the scenario?
(a) Marie's tore's control process is more effective than Jessica's
(b) All retail stores should use and employee-centric control process
(c) Jessica's managerial style in ineffective
(d) Marie is a superior manager to Jessica
(e) Jessica's store does not have a control system