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Human resources exam
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Marketing
Undergraduate 3
12/01/2011

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Term
Controlling
Definition
Establishes standards to determine whether or not an organization is progressing

+ Reward / Punishment

Measure whether organization is moving towards goals
Term
Contingency Planning
Definition
Alternative courses of action in case primary plans don't work.
Term
Conceptual skills
Definition
Manager pictures organization as a whole

Inter-related
Term
Brainstorming
Definition
As many solutions as possible

(no censoring)
Term
Autocratic Leadership
Definition
Making managerial decisions without consulting others.

Best in: emergencies and when absolute fellowship is needed
Term
Participative Leadership
Definition
Managers and employees working together to make decisions

Employees meet to resolve management issues
Term
Free-reign leadership
Definition
Goals are given and must be met, does not matter how the employee gets there

Google, Doctors, engineers
Term
Enabling
Definition
giving workers the education and tools they need to make decisions
Term
External Customers
Definition
includes dealers, who buy products to sell to others, and ultimate customers
Term
Internal Customers
Definition
individuals and units within the firm that receive services from other individuals or units.
Term
Goals
Definition
The broad, long-term accomplishments an organization wishes to attain
Term
Human relation skills
Definition
communication and motivation

Coaching, morale building, delegating, training and development
Term
Technical skills
Definition
ability to perform tasks in a specific discipline
Term
What does management look like today?
Definition
Used to be "telling what to do"

Now: Teams and team building...guide, train, support
Term
Reasons that account for changes in management?
Definition
Leaders are younger,

More females

Fewer educated at elite Universities

Know that employees know more about tech than they do

More emphasis on motivation, teamwork, cooperation
Term
Primary functions of management?
Definition
Planning: Anticipating trends and determining the best strategies

Organizing: designing the structure of the organization and creating conditions and systems

Leading: creating a vision for the organization and communication, guiding, training employees

Controlling: measuring whether or not you are reaching goals
Term
Difference between goals and objectives?
Definition
Long-term vs. Short-term
Term
What is a SWOT analysis?
Definition
Strengths
Weaknesses
Opportunities
Threats
Term
What are the four types of planning?
Definition
Strategic: broad, long-range

Tactical: specific, short-term

Operational: part of tactical (specific time tables and standards)

Contingency: developing alternative set of plans in case original does not work
Term
What are the steps of decision making?
Definition
1.Define the situation
2.describe and collect information
3.develop alternatives
4.develop agreement among those involved
5.decide which alternative is best
6.do what is indicated
7.follow up
Term
What is an organization chart?
Definition
visual device that shows relationships among people and divides the organizations work
Term
Three levels of management?
Definition
Top (Presidents, executives)

Middle (general managers)

Suprvisory (shift managers)
Term
What skills do managers need?
Definition
Different levels require different skills

Top: Human relations
Supervisory: Technical and conceptual skills
Middle: balanced
Term
Difference between managers and leaders?
Definition
Managers: plan, organize, control function

Leader: has vision and inspires others to grasp that vision. establishes corporate values, emphasizes corporate ethics
Term
Leadership styles
Definition
Autocratic
Participative
Free-reign
Term
Five steps of the control function
Definition
setting clear standards

monitoring and recording performance

comparing performance with plans and standards

communication results and deviations to employees

providing positive feedback for jobs well done and providing corrective action if necessary
Term
what qualities must standards possess to measure performance results
Definition
standards must be:
specific
attainable
measurable
Term
What is happening to business in america today?
Definition
They are adjusting to changing markets.
Term
Principles of organization management
Definition
devising a division of labor

setting up teams or departments

assigning responsibility and authority

allocating resources

assigning specific tasks

establishing procedures for completing tasks
Term
Fayol's basic principles?
Definition
Unity of command
Hierarchy of authority
Division of labor
subordination of individual interests to the general interest
authority
clear communication channels
order and equity
Term
What principles did weber add?
Definition
bureaucracy such as job descriptions,
written rules and decision guidelines,
consistent procedures,
and staffing and promotions based on qualifications
Term
Four major choices in structuring organizations?
Definition
centralization vs decentralization
breadth of span of control
tall versus flat organizational structures
type of departmentalization
Term
Latest trends in structuring?
Definition
departments replaced by matrix organizations and cross-functional teams that decentralize authority

Span of control becomes larger as employees become self-directed

Eliminate managers and flatten organizations
Term
Two major organizational models?
Definition
Line organizations: each worker has only one supervisor, easy to understand
Line-and-staff organizations: expert advice of staff assistants included
Term
Key alternatives to the major organizational models?
Definition
matrix organizations assign people to projects temporarily and encourage inter organizational cooperation and teamwork.
Term
Inverted organization
Definition
Employees at top

Managers are at the bottom to train and assist
Term
Formal vs informal organization of firms
Definition
Formal: details lines of responsibility, authority, and position

Informal: system that develops spontaneously as employees meet and form cliques, etc.
Term
What is happening to business in america today?
Definition
They are adjusting to changing markets.
Term
Principles of organization management
Definition
devising a division of labor

setting up teams or departments

assigning responsibility and authority

allocating resources

assigning specific tasks

establishing procedures for completing tasks
Term
Fayol's basic principles?
Definition
Unity of command
Hierarchy of authority
Division of labor
subordination of individual interests to the general interest
authority
clear communication channels
order and equity
Term
What principles did weber add?
Definition
bureaucracy such as job descriptions,
written rules and decision guidelines,
consistent procedures,
and staffing and promotions based on qualifications
Term
Four major choices in structuring organizations?
Definition
centralization vs decentralization
breadth of span of control
tall versus flat organizational structures
type of departmentalization
Term
Latest trends in structuring?
Definition
departments replaced by matrix organizations and cross-functional teams that decentralize authority

Span of control becomes larger as employees become self-directed

Eliminate managers and flatten organizations
Term
Two major organizational models?
Definition
Line organizations: each worker has only one supervisor, easy to understand
Line-and-staff organizations: expert advice of staff assistants included
Term
Key alternatives to the major organizational models?
Definition
matrix organizations assign people to projects temporarily and encourage inter organizational cooperation and teamwork.
Term
Inverted organization
Definition
Employees at top

Managers are at the bottom to train and assist
Term
Formal vs informal organization of firms
Definition
Formal: details lines of responsibility, authority, and position

Informal: system that develops spontaneously as employees meet and form cliques, etc.
Term
National Labor Relations Act of 1935
Definition
Established collective bargaining
Term
Fair Labor Standards Act
Definition
Minimum wage and overtime
Term
Manpower development and training act
Definition
Provided for training and retraining of unemployed workers
Term
Equal pay act
Definition
Men = Women
Term
Civil Rights Act (1964)
Definition
15 or more people: outlawed discrimination
Term
Age discrimination act
Definition
Can't discriminate against people above 40
Term
Occupational safety and health act
Definition
Hazardous substance protection
Term
Equal Employment opportunity act
Definition
Let the EEOC set guidelines for human resources
Term
Comprehensive employment and training act
Definition
Provided funds for training unemployed workers
Term
Employee retirement income security act
Definition
Regulated and insured company retirement plans
Term
Supreme court ruling against set-aside programs
Definition
limits reverse discrimination
Term
Older workers benefit protection act
Definition
Protects old people from signing away pensions based on age discrimination
Term
Civil rights act (1991)
Definition
Over 15 people: rights to a jury trial and punitive damages to victims of discrimination
Term
Americans with disabilities act
Definition
Protects from disability discrimination
Term
Family and medical leave act
Definition
Over 50 people: 12 weeks unpaid leave per year
Term
Steps in human resource planning
Definition
1. preparing a human resource inventory of the organizations employees

2. preparing a job analysis

3. assessing future demand

4. assessing future supply

5. establishing a plan for hiring, recruiting, educating etc.
Term
Why has recruitment become more difficult?
Definition
Legal restrictions
Term
Six steps in the selection process?
Definition
obtaining complete application forms

conducting initial and follow-up interviews

giving employment tests

conducting background investigations

obtaining results from exams

establishing a trial period of employment
Term
How do managers evaluate performance?
Definition
establish performance standards

communicate those standards

compare performance to standards

discuss results

take corrective action when needed

use the results for decisions about promotions etc.
Term
What are fringe benefits?
Definition
Sick leave, vacation pay, company cars, pension plans, stock options, health plans
Term
What scheduling plans can adjust work to employee flexibility?
Definition
Job sharing, flextime, compressed workweeks, working at home
Term
how can employees be moved within a compay?
Definition
Up [promotion]
Over [reassignment]
Out [termination or retirement]
Term
Legality vs Ethics?
Definition
Ethics goes beyond obeying laws. Includes moral standards
Term
How can you tell if your business is ethical?
Definition
Is it legal?
Is it balanced?
How will it make me feel?
Term
Managements role in ethics?
Definition
Send messages through their actions
Term
Difference between compliance-based and integrity-based ethic codes?
Definition
Compliance: Avoid legal punishment

Integrity: define the organization's guiding values (creates an environment that supports ethically sound behavior)
Term
How do business demonstrate corporate responsibility to stakeholders?
Definition
Must satisfy customers with goods and services of real value

must make money for its investors

must create jobs for employees, maintain job security, see that hard work and talent are fairly rewarded

must create wealth for society, promote social justice, contribute to making its own environment a better place
Term
How are a company's social responsibility efforts measured
Definition
corporate social audit
Term
How can U.S. companies influence ethical behavior and social responsibility in global markets?
Definition
Making sure suppliers do not violate US human rights and environmental standards
Term
What are the key methods SAS uses to keep employees and stay successful?
Definition
Their business model has three facets: unchanging business values; creating long term relationships with customers, suppliers and employees and attracting and retaining the best talent. SAS Institute’s employee model also has three facets: long-term commitment, investing in employee satisfaction and low turnover. They treat their employees like they treat their customer, which results in increased revenue growth. The company has a long and rigorous interview process to ensure that they hire the right person to fit their unique challenges and culture. SAS Institute’s three biggest investments at their corporate headquarters: on site day care, on site health care (saving over $1-million a year) and on site recreation and fitness for families and domestic partners. These perquisites have created a tremendous amount of loyalty. Voluntary turnover last year was 3%, which saves over $70 million in replacement costs alone. Their investment in R&D is huge and also plays a big part in loyalty as well. Technology employees have a strong desire to work with the latest technology. SAS demonstrates their commitment to clients and employees by a work/life balance infrastructure, which helps perpetuate long-term commitments software.

The SAS culture is based on trust, flexibility and values. The company has been recognized for this culture, which encourages creativity and innovation while helping employees balance work and life. SAS believes happy, healthy employees are productive employees. The company offers a wide range of benefits to reduce stress and distraction, and let employees focus on their work. This approach creates an environment that integrates company values with employee needs.

Trust in employees
At SAS, employee-manager relationships are built on trust. This trust empowers employees – in all levels and divisions – to feel worthy and exceed expectations. These relationships can be found throughout the company, from landscaping and food service to research and development.
Term
Who was Frederick Taylor?
Definition
Human efficiency engineer who has been called the father of scientific management. Creator of time-motion studies.
Term
What led to the more human-based managerial styles?
Definition
The Hawthorne studies: Elton Mayo found that human factors such as feelings of involvement and participation led to greater productivity gains that did physical changes in the workplace
Term
What did Maslow find to be the basis for human motivation?
Definition
Based on needs.
Term
What levels of need did Maslow identify?
Definition
From least to most important to us:
Physiological
Safety
Social
Esteem
Self-actualization
Term
How can managers use Maslow's theory?
Definition
to recognize what unmet needs a person has and design work so that it satisfies the need.
Term
Difference between Herzberg's motivator and hygiene factors?

What are motivation factors?

What are the hygiene(maintenance) factors?
Definition
While some factors motivate workers, others cause job dissatisfaction if missing but are not motivators if present. (hygiene or maintenance factors)

Motivators: The work itself, achievement, recognition, responsibility, growth, and advancement

Hygiene factors: Company policies, supervision, working conditions, interpersonal relationships, and salary
Term
Who developed theory X,Y, and Z and what are they?
Definition
Douglas McGregor held that managers have one of two opposing attitudes towards employees. (X and Y)

X: assumes person dislike work and will avoid it if possible. People must be forced, controlled, and threatened with punishment.

Y: People like working and will accept responsibility for achieving goals if rewarded for doing so.

Z: (William Ouchi) Based on Japanese management styles: Stresses long-term employment; collective decision-making' individual responsibility; slow evaluation and promotion; implicit, informal control with explicit, formalized control; moderately specialized career paths; and a holistic concern for employees (including family)
Term
What is goal-setting theory?
Definition
Setting ambitious but attainable goals will lead to high levels of motivation and performance if the goals are accepted and accompanied by feedback.
Term
What is the Hawthorne effect?
Definition
People's tendency to behave differently when they know they're being studied
Term
What is management by objectives?
Definition
system of goal setting and implementation: cycle of discussion, review, and evaluation of objectives among top and middle-level managers, supervisors, and employees.
Term
What is the basis if expectancy theory?

What are the key elements?
Definition
Victor Vroom: employee expectations can affect an individual's motivations

Can I accomplish the task?
What is my reward?
Is the reward worth the effort?
Term
What are the variables in reinforcement theory?
Definition
Term
What should a company's mission statement outline?
Definition
The organization's self-concept
Its philosophy
Long-term survival goals
Customer needs
Social Responsibility
Nature of the product or service
Term
What are 6 steps that can be taken to improve US business ethics?
Definition
1. Top management must adopt and support a code of conduct
2. Employees must understand senior management expects all employees to act ethically
3. People need to be trained to consider ethical implications of situations
4. Ethics office needs to present to handle anonymous communication
5. Involve or inform outsiders/suppliers/sub-contractors/distributors/customers
6. Enforce
Term
Types of corporate social responsibility
Definition
Philanthropy - Charitable donations
Social Initiatives - Utilize the firms core competencies, or products, in donations
Responsibility - emphasize diversity, environment, society, etc.
Policy - Position that firm takes on social or political issues

- CSR can be important to pleasing customers by providing them sense of value
- Attracts new customers who admire efforts of CSR
- Likely to be viewed favorably, increasing business
- Ethical Behavior may contribute to bottom line
- Unethical behavior leads to risk for investors and image
Term
Three types of ethical dilemas
Definition
Individual -
Values
work background
family
personality

Environmental-
Competition
Economic conditions
social/cultural institutions

Organizational-
top level management
philosophy
firm reward system
job dimensions
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