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Exam 5: Planning: the Foundation of Successful Management

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Question 21

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Clothing maker The Gap states that its purpose as an organization is to "create emotional connections with customers around the world through inspiring product design, unique store experiences and competitive marketing." This is the company's

A) mission statement.
B) belief statement.
C) goals pact.
D) code of ethics.
E) management pledge.

F) C) and D)
G) A) and B)

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Question 22

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With setting SMART goals, you should choose only a few goals on which to focus. These goals should be results-oriented and

A) support the company's diversity plan.
B) align with the beliefs of the local community.
C) keep employees happy.
D) support the organization's vision.
E) meet low-cost goals.

F) A) and B)
G) None of the above

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Question 23

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This question contains two parts; be sure to answer both. First, describe how to develop the career readiness competency of proactive learning orientation. What key recommendations should be put into practice to help you become more proactive?

Describe the components of a business model.

The Publix chain of supermarkets has stated, "We will not knowingly disappoint you. If for any reason your purchase does not give you satisfaction, the full purchase price will be cheerfully refunded immediately upon request." This proclamation is Publix's

The upper-level managers of One World Enterprises are meeting for the week to look at the long-term company goals and overall direction of the organization. The CEO has expressed his concern over the economy and has told his managers to look closely at the environment outside the organization before making decisions and to be future oriented. In this meeting, top managers of One World are

________ are goals set by and for first-line managers and are concerned with short-term matters associated with realizing tactical goals.

A short-term goal usually spans ________ while a long-term goal typically spans ________.

Taking a ________ action is setting a very challenging goal for yourself. It might be "I will double the number of hours I study next semester so that I can increase my GPA by at least half a point," keeping you motivated and focused on achievement.

Grayson wants to rethink the visitor experience to his theme parks. He meets with the customer service team who represents the parking attendants, the ticket sales agents, the information booth workers, the grounds keepers, and the ride attendants. Grayson wants them to change how they interact with the park patrons. He tells them all to, "Welcome each visitor to the park with a smile, a kind word, and an offer of assistance." How would you describe his change?

This month, Susan, the branch manager of Intrepid Car Rentals, has heard several complaints from customers that Intrepid employees do not return calls. Today a good customer told Susan that "my phone calls and e-mails are returned after maybe a week or so." Hearing enough, Susan mandated that "all customer phone calls and e-mails must be returned within 24 hours." This new directive by Alice is an example of a(n)

________ is the process for motivating employee performance in which the manager and employee jointly set objectives for the employee, the manager develops action plans, the manager and employee periodically review the employee's performance, and the manager makes a performance appraisal and rewards the employee according to the results achieved.

The three levels of ________ are strategic, tactical, and operational.

The purpose of MBO is to

At the strategic level of planning, managers must pay attention to the environment outside the organization, be future oriented, and

Lauren wants to develop her proactive learning skills in order to increase her career readiness. What would you advise her to do?

Which of the following is an example of a rule?

An entrepreneur would create a business plan to outline which of the following?

This question contains two parts; be sure to answer both. First, define a SMART goal by listing its five key qualities. Next, imagine that you have been promoted to manage a hair salon and you want to set goals for your employees, who are the hairstylists, manicurists, and receptionists. Write three SMART goals for your employees that focus on revenue, customer satisfaction, and quality of services.

Which of the following would be used to outline a response to a particular circumstance?