Service Excellence in Management Concepts

Questions and Answers

Which function of management involves outlining how goals will be achieved?

Organizing

Leading

Planning (correct)

Controlling

Efficiency in management is measured by the relationship between inputs and outputs.

True

Who stated that 'management involves coordinating and overseeing the work activities of others'?

Mary Coulter

According to Drucker, efficiency means 'doing things ___'.

right Signup and view all the answers

Match the following management functions with their descriptions:

Planning = Outlining how to achieve goals Organizing = Arranging resources to implement plans Leading = Motivating and directing people Controlling = Monitoring progress and making adjustments Signup and view all the answers

Which of the following is NOT one of the categories of managerial roles defined by Henry Mintzberg?

Administrative roles Signup and view all the answers

According to Mintzberg, managerial roles are distinct and can be easily separated.

False Signup and view all the answers

What are the three categories of managerial roles identified by Mintzberg?

Interpersonal roles, informational roles, decisional roles Signup and view all the answers

Managers spend approximately _______ percent of their time on informational roles.

40 Signup and view all the answers

Match the following managerial roles with their descriptions:

Interpersonal role = Developing and maintaining relationships Informational role = Collecting and disseminating information Decisional role = Making choices based on information Management roles = Associated behaviors in management tasks Signup and view all the answers

What is a key responsibility of managers under the interpersonal role?

Interacting with other people Signup and view all the answers

Managers often work alone for long periods without outside communication.

False Signup and view all the answers

What is an example of a role that a salesperson in a retail store might fulfill?

Information giver, stock handler, cashier Signup and view all the answers

Which view states that administration is above management?

Administration is above management Signup and view all the answers

Oliver Sheldon believes that administration is primarily concerned with executing policy.

False Signup and view all the answers

According to British authors, which is considered to be above the other, management or administration?

Management Signup and view all the answers

Administration determines the organization; management uses it. Administration defines the goal, management strives towards it. This illustrates that management is primarily focused on _______.

execution Signup and view all the answers

Match the following authors with their respective views on management and administration:

Oliver Sheldon = Administration is above management Breech = Management is above administration Theo Haimann = Administration is above management Kimball = Management is above administration Signup and view all the answers

What is one responsibility of administration as defined by Oliver Sheldon?

Determining corporate policy Signup and view all the answers

All views agree that management and administration are completely the same.

False Signup and view all the answers

What does administration coordinate according to Oliver Sheldon?

Finance, production, and distribution Signup and view all the answers

Which of the following is NOT one of Mintzberg's informational roles?

Entrepreneur Signup and view all the answers

Managers must possess a knowledge base to effectively carry out their managerial functions.

True Signup and view all the answers

Name one decisional role identified by Mintzberg.

Entrepreneur Signup and view all the answers

Managers collect information through monitoring to facilitate _____ and decision-making.

problem-solving Signup and view all the answers

Which of the following titles is associated with top management?

Chief Executive Officer (CEO) Signup and view all the answers

Match the following decisional roles with their descriptions:

Entrepreneur = Initiates change and innovation Disturbance Handler = Addresses unforeseen issues Resource Allocator = Manages the distribution of resources Negotiator = Engages in bargaining and deal-making Signup and view all the answers

What is considered a key element of managerial skills?

Engaging in related behaviors to achieve desired performance Signup and view all the answers

Middle managers have the least number of managerial levels beneath them.

False Signup and view all the answers

What is one of the primary responsibilities of top management?

Overall management of the organization Signup and view all the answers

What must managers effectively plan and strategize for?

To achieve organizational goals Signup and view all the answers

The decisional role of a manager focuses only on the interpersonal aspects of management.

False Signup and view all the answers

Top managers coordinate activities of various departments and integrate the internal activities with the external __________.

environment Signup and view all the answers

Match the following management levels with their characteristics:

Top Management = Overall management and strategy Middle Management = Link between top and lower management Lower Management = Direct supervision of operational staff Executive Director = A title often used for top managers Signup and view all the answers

Which of the following is NOT a function of top management?

Direct supervision of tasks Signup and view all the answers

Middle managers serve as a link between top level and lower level managers.

True Signup and view all the answers

What is typically the least in number within the organizational hierarchy?

Top managers Signup and view all the answers

Study Notes

Concepts of Management

Henri Fayol defined five main functions of management: planning, organizing, commanding (leading), coordinating, and controlling.
Management is described as the process of achieving organizational goals efficiently and effectively.

Efficiency

Efficiency involves maximizing output with minimal inputs.
It relates to effectively utilizing resources to reach goals.
Efficiency is measured by the transformation of inputs into outputs.

Management and Administration

Different perspectives exist on the relationship between administration and management:
- Administration Above Management: Administration sets policies and objectives, while management implements them. Advocated by authors like Oliver Sheldon.
- Management Above Administration: Management is responsible for execution and organizational goals, as described by British authors.
- Equal Standing: Some view administration and management as equivalent.

Levels of Management

Top Management: Comprises the fewest managers at the highest organizational level (e.g., CEO, president). Responsible for overall management and strategic decisions.
Middle Management: Act as a link between top and lower-level managers. Titles include manager, director, and department head.

Managerial Roles

Mintzberg identified three categories of managerial roles:
- Interpersonal Roles: Involve interaction with individuals inside and outside the organization. Focus on building and maintaining positive relationships.
- Informational Roles: Concerned with collecting, processing, and sharing information. Managers spend significant time on these tasks, functioning as the organization’s communication center. Includes roles of monitor, disseminator, and spokesperson.
- Decisional Roles: Focus on making decisions based on information collected. Includes roles such as entrepreneur, disturbance handler, resource allocator, and negotiator.

Knowledge Base and Management Skills

Managers must possess a knowledge base that includes:
- Understanding industry and technology.
- Awareness of company policies, goals, and culture.
- Familiarity with significant personalities within the organization.
- Knowledge of key suppliers and customers.
Management skills are essential to effectively perform managerial functions, requiring competencies in planning, organizing, leading, and controlling.

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Description

This quiz explores the foundational concepts of management, including the five main functions articulated by Henri Fayol. Dive into the intricacies of planning, organizing, and overseeing work activities to achieve organizational goals. Ideal for students interested in mastering management principles.

Service Excellence in Management Concepts

Questions and Answers

Which function of management involves outlining how goals will be achieved?

Efficiency in management is measured by the relationship between inputs and outputs.

Who stated that 'management involves coordinating and overseeing the work activities of others'?

According to Drucker, efficiency means 'doing things ___'.

Match the following management functions with their descriptions:

Which of the following is NOT one of the categories of managerial roles defined by Henry Mintzberg?

According to Mintzberg, managerial roles are distinct and can be easily separated.

What are the three categories of managerial roles identified by Mintzberg?

Managers spend approximately _______ percent of their time on informational roles.

Match the following managerial roles with their descriptions:

What is a key responsibility of managers under the interpersonal role?

Managers often work alone for long periods without outside communication.

What is an example of a role that a salesperson in a retail store might fulfill?

Which view states that administration is above management?

Oliver Sheldon believes that administration is primarily concerned with executing policy.

According to British authors, which is considered to be above the other, management or administration?

Administration determines the organization; management uses it. Administration defines the goal, management strives towards it. This illustrates that management is primarily focused on _______.

Match the following authors with their respective views on management and administration:

What is one responsibility of administration as defined by Oliver Sheldon?

All views agree that management and administration are completely the same.

What does administration coordinate according to Oliver Sheldon?

Which of the following is NOT one of Mintzberg's informational roles?

Managers must possess a knowledge base to effectively carry out their managerial functions.

Name one decisional role identified by Mintzberg.

Managers collect information through monitoring to facilitate _____ and decision-making.

Which of the following titles is associated with top management?

Match the following decisional roles with their descriptions:

What is considered a key element of managerial skills?

Middle managers have the least number of managerial levels beneath them.

What is one of the primary responsibilities of top management?

What must managers effectively plan and strategize for?

The decisional role of a manager focuses only on the interpersonal aspects of management.

Top managers coordinate activities of various departments and integrate the internal activities with the external __________.

Match the following management levels with their characteristics:

Which of the following is NOT a function of top management?

Middle managers serve as a link between top level and lower level managers.

What is typically the least in number within the organizational hierarchy?

Study Notes

Concepts of Management

Efficiency

Management and Administration

Levels of Management

Managerial Roles

Knowledge Base and Management Skills

Studying That Suits You

Description

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