Hospitality Management final exam with Complete Solutions

behavioral school of management - ANSWER-management theorists who sought to develop better ways to motivate workers than the rules, systems, and wages proposed by the classical management theorists. classical school - ANSWER-a school of management thought in which workers are seen as rational people interested primarily in making money. This management approach addresses an employee's economic and physical needs, but not his or her social needs or need for job satisfaction. competitive benchmarking - ANSWER-a phrase coined by the Xerox Corporation that refers to the continuous process of measuring products, services, and practices against those of a business's toughest competitors or other companies recognized as leaders. contingency school or situational management school - ANSWER-according to this school of thought, every management situation is different and every manager is different; therefore, there are few universal management principles. Also known as the situational management school. customer focus school - ANSWER-the school of management thought that concentrates on designing and selling products and services that fit consumers' needs and lifestyles, rather than simply offering existing products and services. quality focus school - ANSWER-a school of management thought that emphasizes the importance of quality over all other aspects of management. Its founders were Deming, Juran, and Crosby quantitative school - ANSWER-a school of management that tries to integrate the management theories of the classical and behavioral management schools; it takes a mathematical approach to management problems. systems school - ANSWER-proposes that a company is a system of many interrelated parts. The company, in turn, is part of a larger external environment. Therefore, managers cannot act independently; what they can accomplish depends on factors inside and outside the company. reengineering - ANSWER-Fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in cost, quality, service and speed job breakdown - ANSWER-the specific, step-by-step procedures for accomplishing each task of a particular job