Chapter 13
This is defined as the set of forces that initiates, directs, and makes people persist in their efforts to accomplish a goal.
What is motivation?
This is the process of influencing others to achieve group or organizational goals.
What is leadership?
This is the process of transmitting information from one person or place to another.
What is communication?
This type of control uses widely shared organizational values and beliefs to guide workers' behavior and decisions.
What is normative control?
This type of data consists of raw facts and figures that haven't been processed into a useful format.
What is raw data?
This measure of performance indicates how many inputs it takes to produce an output.
What is Productivity?
A natural reward associated with performing a task or activity for its own sake is called this type of reward.
What is an intrinsic reward?
This theory states leaders can increase subordinate satisfaction by clarifying paths to goals and increasing rewards.
What is Path-Goal Theory?
This theory explains that people tend to attribute others' actions to internal causes rather than considering external factors.
What is the fundamental attribution error?
The four perspectives of the balanced scorecard include financial, customer, internal operations, and this.
What is innovation and learning?
This strategic advantage is earned by being the first in an industry to use new information technology to lower costs or differentiate a product.
What is first-mover advantage?
These three characteristics typically distinguish a quality service: reliability, tangibles, and this.
What is responsiveness? (Also accepts: assurance or empathy)
These are tangible, visible rewards given to employees contingent on performance of specific tasks or behaviors.
What are extrinsic rewards?
This leadership style creates a positive image of the future that motivates organizational members.
What is visionary leadership?
This informal communication channel is called the _____________ and involves messages transmitted between employees outside of formal systems.
What is "grapevine"?
This type of control mechanism gathers information about performance deficiencies before they occur, focusing on monitoring inputs rather than outputs.
What is feedforward control?
This process involves discovering unknown patterns and relationships in large amounts of data by either having the user specify patterns or letting the software uncover patterns independently.
What is data mining? (Includes both supervised and unsupervised data mining)
This type of manufacturing operation does not start processing products until a customer order is received.
What is a make-to-order operation?
In equity theory, these are the contributions employees make to the organization.
What are inputs?
This leadership type generates awareness of a group's purpose and gets employees to see beyond their own self-interests.
What is transformational leadership?
This type of listening involves understanding the speaker's perspective and providing feedback that conveys that understanding.
What is empathetic listening?
This budgeting technique requires managers to justify every expenditure each year, rather than carrying over previous budgets.
What is zero-based budgeting?
This type of network allows companies to exchange information and conduct transactions with outsiders by providing direct, web-based access to authorized parts of a company's intranet.
What are extranets?
This inventory management technique ensures component parts arrive from suppliers just as they are needed at each stage of production.
What is Just-in-Time (JIT) inventory system?
In expectancy theory, this term refers to the attractiveness or desirability of a reward or outcome.
What is valence?
According to this leadership theory, effective leaders possess a similar set of traits that differentiate them from non-leaders, including seven specific characteristics.
What is Trait Theory?
This type of feedback is designed to be helpful, corrective, and encouraging, focusing on behaviors rather than the person.
What is constructive feedback?
This approach to measuring quality is defined by the perception that a product's quality is excellent for the price offered.
What is value?
The capability of computerized systems to learn and adapt through experience describes this technological concept.
What is Artificial Intelligence (AI)?
This integrated, organization-wide strategy for improving product and service quality is characterized by customer focus, continuous improvement, and teamwork.
What is Total Quality Management (TQM)?