C483 EXAMINATION QUESTIONS AND ANSWERS
Standardization - Standard operating procedures spell out what people should do.
Formalization - Simple, often written, policies regarding attendance, dress, & decorum.
Centralized Organization - High-level executives make most decisions & pass them down
to lower levels for implementation.
Decentralized Organization - Lower-level managers make important decisions.
Differentiation - Created by job specialization & division of labor.
Divisional Organization - Departmentalization that groups units around products,
customers, or geographic regions.
Dynamic Network - Temporary arrangements among partners to adapt to the
environment.
Integration - Degree to which differentiated work units work together & coordinate their
efforts.
Matrix Organization - Organization composed of dual reporting relationships in which
some employees report to two superiors.
Network Organization - Collection of independent, mostly single-function firms that
collaborate on a good or service.
Specialization - Process in which different individuals & units perform different tasks.
Total Quality Management (TQM) - An integrative approach to management that
supports the attainment of customer satisfaction through a wide variety of tools & technologies
that result in high quality goods & services.
Customer Relationship Management (CRM) - Multifaceted process focusing on creating
two-way exchanges with customers to foster intimate knowledge of their needs, wants, &
buying patterns.
Six-Sigma - Statistical sign for standard deviations, which at "6" would be less than 3.4
defects/mistakes per million.
Reengineering - Cutting costs, what customers want, value chain improve, complete
organizational overhaul.
, Cognitive Conflict - Issue-based differences in perspective or judgements.
Affective Conflict - Emotional disagreement directed toward other people.
Devil's Advocate - Person who criticizes ideas to ensure that their downsides are fully
explored.
Line Departments - Staff deals directly with company's primary goods & services (front
lines)--know more about products/services/customers.
Staff Departments - HR, accounting, legal, etc.--Focused on procedures, requirements, &
mitigating risks (support).
Benchmarking - Process of comparing an organization's practices & technologies with
those of other companies.
Diversification - A firm's investment in a different product, business, or geographic area.
External Environment - All relevant forces outside a firm's boundaries, such as
competitors, customers, the government, & the economy.
Macroenvironment - Governments, economic conditions, & other fundamental factors
that generally affect all organizations.
Strategic Maneuvering - An organization's conscious efforts to change the boundaries of
its task environment.
Supply Chain Management - The managing of the network of facilities & people that
obtain materials from outside the organization, transforms them into products, & distributes
them to customers.
Organization Culture - Set of important assumptions about the organization & its goals &
practices that members of the company share.
Competitive Environment - The immediate environment surrounding a firm; includes
suppliers, customers, rivals, & the like.
Environmental Uncertainty - Means that managers do not have enough information
about the environment to understand or predict the future.
Vertical Integration - The acquisition or development of new businesses that produce
parts or components of the organization's product.
Standardization - Standard operating procedures spell out what people should do.
Formalization - Simple, often written, policies regarding attendance, dress, & decorum.
Centralized Organization - High-level executives make most decisions & pass them down
to lower levels for implementation.
Decentralized Organization - Lower-level managers make important decisions.
Differentiation - Created by job specialization & division of labor.
Divisional Organization - Departmentalization that groups units around products,
customers, or geographic regions.
Dynamic Network - Temporary arrangements among partners to adapt to the
environment.
Integration - Degree to which differentiated work units work together & coordinate their
efforts.
Matrix Organization - Organization composed of dual reporting relationships in which
some employees report to two superiors.
Network Organization - Collection of independent, mostly single-function firms that
collaborate on a good or service.
Specialization - Process in which different individuals & units perform different tasks.
Total Quality Management (TQM) - An integrative approach to management that
supports the attainment of customer satisfaction through a wide variety of tools & technologies
that result in high quality goods & services.
Customer Relationship Management (CRM) - Multifaceted process focusing on creating
two-way exchanges with customers to foster intimate knowledge of their needs, wants, &
buying patterns.
Six-Sigma - Statistical sign for standard deviations, which at "6" would be less than 3.4
defects/mistakes per million.
Reengineering - Cutting costs, what customers want, value chain improve, complete
organizational overhaul.
, Cognitive Conflict - Issue-based differences in perspective or judgements.
Affective Conflict - Emotional disagreement directed toward other people.
Devil's Advocate - Person who criticizes ideas to ensure that their downsides are fully
explored.
Line Departments - Staff deals directly with company's primary goods & services (front
lines)--know more about products/services/customers.
Staff Departments - HR, accounting, legal, etc.--Focused on procedures, requirements, &
mitigating risks (support).
Benchmarking - Process of comparing an organization's practices & technologies with
those of other companies.
Diversification - A firm's investment in a different product, business, or geographic area.
External Environment - All relevant forces outside a firm's boundaries, such as
competitors, customers, the government, & the economy.
Macroenvironment - Governments, economic conditions, & other fundamental factors
that generally affect all organizations.
Strategic Maneuvering - An organization's conscious efforts to change the boundaries of
its task environment.
Supply Chain Management - The managing of the network of facilities & people that
obtain materials from outside the organization, transforms them into products, & distributes
them to customers.
Organization Culture - Set of important assumptions about the organization & its goals &
practices that members of the company share.
Competitive Environment - The immediate environment surrounding a firm; includes
suppliers, customers, rivals, & the like.
Environmental Uncertainty - Means that managers do not have enough information
about the environment to understand or predict the future.
Vertical Integration - The acquisition or development of new businesses that produce
parts or components of the organization's product.
