Functions of Management Flashcards
(165 cards)
1
Q
Systems approach to management
A
Uses functional subsystems and the transformation of inputs to outputs
Works to link processes
2
Q
Functional subsystems within the food service system (5)
A
Procurement Production Distribution and Service Sanitation Maintenance
3
Q
Management functions
A
Planning Organization Staffing Directing Controlling
4
Q
Three types of resources core to all management principles are:
A
Human resources
Physical resources
Financial resources
5
Q
________ is a management function that uses problem solving and decision making to ensure proper utilization of all resources
A
Planning
6
Q
_____ is the primary function of management
A
Planning
7
Q
Planning includes…(3)
A
Planning by objective
Facilitating coordination and controlling
Minimizing uncertainty
8
Q
As a function, planning is (3)
A
Goal oriented
Continuous process
Pervasive
9
Q
Human resource planning serves to…
A
Ensure an organization’s labor requirements are met
10
Q
Strategic planning is (6)
A
Continuous Systematic Future thinking Based on accomplishing outcomes Analyzes an organization in the context of its environment Evaluates progress towards outcomes
11
Q
Organization involves
A
Assigning duties, delegating authority, and creating responsibility
12
Q
Organization is key to maintaining a ____ work environment
A
safe
important to reduce use of workman’s compensation, reduce lost workdays, and to demonstrate care for employees
13
Q
________________ is considered to be a traditional management approach in which each employee is accountable to only one supervisor
A
unity of command
14
Q
___________ is a management rule where each employee reports directly to their higher up and no one else
A
Scalar principle
A chain of command system
15
Q
Line authority
A
Multiple employees report to a single administrator
16
Q
Synergy
A
When the outcome of multiple employees working together is greater than the sum of them working alone
Managers can foster this by creating teams of people who complement each other, facilitate collaboration through open work spaces, and set common objectives that allow team members to overcome individual differences
17
Q
In a _______________ decision making authority is centralized in upper management
A
Centralized organization
Good for established details and processes, close control of operation, and to establish uniformity
18
Q
In a ___________ decision making authority is delegated down to the lower levels of management
A
Decentralized organization
Good for adaptability and innovation, quick decision making, training experience for future promotions, diverse businesses, and geographically dispersed companies
19
Q
___________ is a manager’s ability to efficiently and effectively supervise all work sites and workers
A
Span of control
Reduced by complicated work, geographical or departmental dispersion of workers, and through vague policies
20
Q
Line of organization
A
Authority flows down from top to bottom and responsibility flows up from bottom to top
21
Q
In a ___________ units are divided based on specific functions and within each unit there are levels of authority
A
Functional organization
22
Q
___________ is a combination of line organization with shoot-offs where staff report to various levels of management and may have more than one supervisor to report to
A
Line and staff organization
Can combined efficiency of line organization and the effectiveness of functional organization
23
Q
Pilfering
A
To steal things of relatively little value
aka petty theft
24
Q
___________ is a theory of management that analyzes and synthesizes workflows with the objective of improving economic efficiency, especially labor productivity
A
Scientific Management aka Taylorism
25
4 main principles of Scientific Management
1. Replace standard procedures with a rule of thumb or simple habit
2. Match workers based on capability and motivation instead of random assignment
3. Monitor work performance and provide instructions
4. Allocate the work between managers and workers so managers spend their time planning and training
26
___________ involves communication from the bottom of an organization hierarchy to the top for various reasons
Upward communication
27
In _________________ the manager works with employees to review organization objectives, formulate goals, and to track and monitor goals that are in place
Management by objective
Focuses on participative decision making
28
```
The management process:
1.
2.
3.
4.
```
1. Establish objectives
2. Identify functions required to achieve objectives
3. Determine tasks/responsibilities that must be described and assigned
4. Delegate
29
Directing
Using leadership and management styles
Using motivation and communication
Where the work in management starts to actually get done
30
According to ________________ humans are motivated by a hierarchy of needs in that lower needs on a hierarchy must be met before achieve the needs higher up on the hierarchy
Maslow's Theory
31
Maslow's theory- basic needs include
Physiological needs- food, water, warmth, rest
| Safety needs- security and safety
32
Motivation _________ as basic needs are met while motivation __________ as the duration of deficiency of these needs increases
decreases; increases
also known as D-needs
33
Psychological needs (Maslow's Theory)
Belongingness and love needs- intimate relationships, friends
Esteem needs- prestige, feeling of accomplishment
34
Motivation for __________ increases as needs lower on the hierarchy are met
self-actualization
35
______________ assumes that employees must be controlled, directed, and coerced
McGregor's Theory X
Employees have little ambition, dislike work, are irresponsible, and will avoid work if possible
Primary employee motivation is monetary
36
_________ management approaches include coercion, implicit threats, micromanagement, and tight controls
Hard
May result in hostility, employees producing poor work on purpose, and extreme demands from labor unions
37
________ management approaches are permissive in hopes that employees will cooperate
Soft
May result in workers wanting greater reward for less work
38
______________ assumes that most people seek responsibility and that exerting physical and mental effort at work is as natural as play or rest
McGregor Theory Y
Most people will exercise self control to achieve an organizational objective
Builds on the esteem and self-actualization needs
39
____________ is a Japanese management style in which employees are empowered and productive
Theory Z of Ouchi
Leads to high quality products at low prices
40
Benefits of Theory Z of Ouchi managerial style
Stable employment (low turn over)
High productivity
High morale
High employee satisfaction
41
___________ includes establishing standards for performance, evaluating actual performance, and implementing corrective action
Controlling
Serves to facilitate coordination and help in planning
42
5 characteristics of controlling:
1. End function- comes into play when performances are made with plans
2. Pervasive- includes all managers, all levels, all types of concerns
3. Forward looking
4. Dynamic
5. Related to planning- without planning, controlling is meaningless
43
Steps in controlling:
1. Establish standards (targets to achieve
2. Measure performance
3. Compare actual and standard performance- identify cause and extent of deviation
4. Take remedial actions
44
Quality improvement would occur during ________ and ________
planning, controlling
45
________ discipline is a graduated range of responses to employee performance problems or conduct problems
progressive
46
Three skills needed to be a successful manager are:
Technical skills
Human/Interpersonal skills
Conceptual skills
47
___________ serve as an authority figure and source of inspiration
Figureheads
48
In __________ leadership the focus is on supervisions, organization, and performance. The goal is to maintain the status quo.
Transactional
Effective in a crisis and when project shave very specific parameters
49
__________ leadership connects with employees' sense of identity and dedication to the mission and organization
Transformation
Goal is to change the future. Effective in smaller businesses.
50
___________ leadership changes leadership approach depending on the situation
Contingency/Situational
Used when tasks and environment vary or when organizations are open systems requiring careful management
51
The _______________________ Model focuses on situations rather than leadership styles.
Hersey, Blanchard, and Johnson Leadership Effectiveness Model
An adaptive and flexible model
52
A ____ leader gives precise and firm instructions and deadlines while closely monitoring progress
S1 (Telling)
Characterized by instruction, direction, and autocratic
HBL Model
53
A _______ leader explains goals, tasks, methods, and reasons and remains available to followers to provide support
S2 (selling)
Characterized by persuasion, encouragement, and incentive
HBL Model
54
A ________ leader works with followers, involving the group, seeking inout, and encouraging efforts
S3 (Participating)
Characterized by involvement, consultation, and teamwork
HBL Model
55
A __________ leader gives responsibility to followers to set goals, plan, and execute the plan
S4 (Delegating)
Characterized by trust, empowerment, and responsibility
HBL Model
56
An _____ employee may be unexperienced or simply lack the necessary skills to do a task
M1 (least experienced workers)
Will required high level of direction from leader at every step
57
An _____ employee is inexperienced but is interested in learning
M2
The leader should adapt their style to provide more supportive behavior to match the employee's enthusiasm
58
A ______ employee will have most of the skills and knowledge necessary to get the job done correctly and will require little guidance on the task from the leader
M3
Will benefit from supportive behavior to enhance their confidence
59
A ______ employee is confident in their ability to complete a task and can do so independently without direct support from a leader
M4
60
_______________ is the degree of directive behavior required by the leader for the employees to understand and carry out a task correctly
Task behavior
61
______________ is the degree of supportive behavior required by the leader for the employee to appropriately carry out a task
Relationship behavior
62
Leaders can use the ___________ style with employees that require low relationship behavior and low directive (task) behavior
delegating
leader will spend most of their time observing and monitoring the employee
63
A leader can use ______________ style with employees that require high relationship behavior and low task behavior
participating
leader will spend most of their time encouraging and problem solving
64
A leader can use the ____________ style with employees that require high directive behavior (task) and high relationship behavior
selling
Leader will spend most of their time explaining and persuading
65
A leader can use _____________ style with employees that require high directive behavior (task) and low relationship behavior
telling
leader will spend most of their time guiding and directing
66
____________ decision making style accepts decisions made by a group majority
Democratic
67
_____________ decision making style takes total control, makes decisions, and assumes full responsibility
autocratic
68
_____________ decision making style requires the entire group to make an agreement
consensus
69
____________ is a decision making style in which the leader seeks input from others before making a decision
Participative
70
A _______________ is a group of employees with clear and identifiable common interests
bargaining unit
71
In _____________ only union members can be hired for positions covered by a bargaining unit
closed shops
Outlawed by the Taft Hartley Act (Labor Management Relationship Act)
72
______________ refers to situations where an employee doesn't need to be a union member to be hired but must join the union within a certain time period after beginning work
Union shops
Illegal in some states
73
In ______________ you do not need to be a union member to hold a bargaining unit position but you have to pay union dues and fees
agency shops
the money you pay only covers union activities that you benefit from
74
In an _____________ no one can be compelled to join or not join a union or to pay dues but is still considered a part of the bargaining unit and benefits from union activities on behalf of the bargaining unit
Open shops
75
A ______________ is a legal employer strategy in which management prevents union employees from entering the premises.
lockout
rarely used due to risk of negative publicity
76
What are the 5 major strategies that employers can legal use to undo/prevent union work
Lock out
Sell and close- threat of job loss from company being sold
Strikebreakers- non-union workers brought in until striking employees come to terms
Management-run operations- administrative personnel perform jobs typically done by union members when they are striking
Supervisors can communicate to employees preference that they don't unionize
77
What are the 4 major strategies that employers use to prevent/undo union work that are not legal?
Blacklist- circulate a list of union members to discriminate against them
Yellow dog contract- having employees sign an agreement that they wont join a union
Hot cargo agreement- agreement between an employer and a union where the employer agrees to stop doing business with another employer
Refusal to participate in collective bargaining
78
What are the 4 major strategies used by unions to achieve their agenda that are legal?
Strike
Picket
Boycott
Collective bargaining
79
What are the 4 major strategies used by unions to achieve their agenda that are illegal?
Featherbedding- attempting to have employers pay for work that is not performed
Hot cargo agreement
Collective work stoppage at health care institutions without providing required notice
Refusals to participate in collective bargaining
80
The _____________ was passed in 1935 and guarantees the rights of private sector employees to organize and join labor/trade unions, engage in collective bargaining, select their representation, and to strike
National Labor Relations Act (aka Wagner Act)
81
The ______________ was passed in 1947 and added a list of "unfair labor practices" on part of unions to the NLRA
Taft Hartley Act (Labor Management Relationship Act)
Outlawed closed shops
82
The _______________ established a federal minimum wage, overtime pay eligibility, and child labor standards
Fair Labor Standards Act
83
The _________ model is a performance improvement model that helps you identify the problem and is often used together with the ___________ model which cycles you through the process of implementing a solution
FOCUS, PDSA
84
What do each of the letters in FOCUS stand for?
```
Find the problem
Organize a team
Clarify the problem
Understand the problem
Select a solution
```
85
What do each of the letters in PDSA stand for?
Plan
Do
Study
Act
86
_________________ is a performance improvement model that focuses on improving the process in response to the customer's needs
Total Quality Management
Company culture and attitude are driven by satisfying customers via products and services
87
What are the key aspects of the Total Quality Improvement (TQM) performance improvement model? (7)
```
Customer focussed
Strategic approaches
Total employee involvement
Continuous improvement
Process centered
Integrated system
Communication
```
88
List the 6 domains of health care quality targeted by the IOM Framework for Health Care Quality
```
Safe
Effective
Patient centered
Timely
Efficient
Equitable
```
89
The _______________ performance improvement model serves to identify problems, implement corrective action, and study the effectiveness of the solution
Continuous Quality Improvement
Ongoing cycle of collecting data and using the data to make decisions for gradual and continuous improvement
90
The key tenets of Continuous Quality Improvement are:
Customer satisfaction
Data collection via the scientific method
Team involvement
91
____________ is a Japanese business philosophy regarding processes that continuously improve operations and involve all employees
Kaizen
92
The 5 Principles of Kaizen are:
```
Know your customer
Let it flow
Go to gemba- value is created where things actually happen so you should follow the action (gemba refers to workplace)
Empower people
Be transparent
```
93
The Kaizen change model has 4 pillars:
Daily Kaizen- change Gemba behaviors and culture
Breakthrough Kaizen- to implement new paradigms and processes
Leaders Kaizen- to build long term capability with steering and infrastructure
94
The FADE QI model stands for:
Focus
Analyze
Develop
Execute
the FADE QI was established to improve health care quality
95
Under the FADE QI model, there are 4 key aspects to effective quality improvement initiatives which are:
Considered both systems and processes
Focuses on the patients
Focuses on being part of the team
Focuses on the use of data
96
The ______________ is an individualized model that can be used as a manager to engage the team with the change
RUMBA model
97
RUMBA stands for:
```
Reasonable
Understandable
Measurable
Believable
Achievable
```
98
_________ is a systematic approach to eliminate activities that don't add value to a process with the goal of high quality and customer satisfaction
Lean
99
5 Principles of Lean:
```
Identify your customers and what they value
Map the value stream
Create flow to the customer
Establish pull based on customer demand
Seek continuous improvement
```
100
_____________ measures compliance against certain necessary standards, typically focusing on individuals
Quality assurance
101
The ____________ is a planning process used to arrive at a group opinion or decision by surveying a panel of experts
Delphi method
Experts respond to several rounds of questionnaires and the responses are aggregated and shared with the group after each round
102
_________________ is a planning process in which structured small groups are used to reach a consensus. The moderator presents a question of interest, each group member writes down their idea separately, and then everyone shares their idea. The group discusses each idea, revises them, and votes for the best one.
Delbecq's nominal group techniquen
103
_____________ is a collaborative planning process that harnesses the talent of all invested parties
Charrette
104
In _____________ the goal is to create an effective process using a problem solving methodology that uses data and the DMAIC framework
Six sigma
105
What does DMAIC stand for?
```
Define
Measure
Analyze
Improve
Control
```
Used during planning processes
106
A ___________ budget is prepared by upper management and given to operating units
top down
107
______________ is a type of top down budget where the company sets targets or outputs and then determines the activities necessary to meet the target and the cost of carrying out those activities
Activity Based Budgeting
108
When using a _______________ each unit prepares a budget that is then sent to upper management
Bottom up budget
109
In a _______________ you start with the previous year's budget and adjust for current conidiions
Baseline budget
110
In a _______________ you determine the cost, outlay, and inflows without a baseline budget
zero based budget
The manager has to justify every expensive with nothing automatically approved
May eliminate unnecessary expenditures but can be very time consuming
111
A _______________ does not change based off of business variations
Fixed budget aka status budget
112
A _______________ changes with business activity because the budget is contracted with a rate per unit activity rather than a fixed amount
Flexible budget
Used for measuring efficiency- if
113
An _______________ uses existing budget numbers as a base and adds incremental amounts relative to the current budget
incremental budget
one of the most common budgeting methods due to simplicity
114
_________________ is a budget building mindset
Value proposition budgeting
115
______________ use numbers from a company's financial system to describe the financial state of the company
finance rations
116
Assets to liabilities ratio
The percentage of assets divided by the debt
117
Debt equity ratio
the percentage of assets funded by shareholder's equity and debt
118
Inventory turn over rate
Assess if there is efficient use of assets
119
Probability ratio
Ability to generate excess income relative to sales
120
Solvency ratio
Ability to meet long term debts
121
Liquidity ratio
Ability to meet short term debts
122
Activity ratio
Ability to transfer non-cash assets to cash assets
123
Current ratio
Divide the current assets by the current liabilities
Represents an organization's ability to meet current financial obligations
124
A current ratio of _______ indicates an ability to pay bills when bills are due and over the next 12 months
>1
125
_______________ is the money owed to the company that will be fulfilled shortly such as pending card payments
Accounts receivable
126
The _________________ is the total depreciation of an asset up to a given date, subtracted from the original cost at time of purchase
accumulated depreciation
127
_______________ include an organization's accounts payable and accrued expenses that must be paid within 12 months
Current liabilities
128
______________ is the monetary value of property beyond debts, including retained earnings
Owner's equity
129
_______________ is the income set aside by the company instead of being distributed to shareholders
Retained earnings
130
_______________ is the total sales minus the cost of goods sold
Gross profit
131
A _______________ estimates the total monetary value of benefits that will be derived from a project and compares that value to the cost of the project
cost benefit analysis
helps decide if a planned project is financially worthwhile
132
A ______________ is the systematic assessment of every feature of a product to ensure its cost is no greater than is require to achieve its function
value analysis
133
The five factors that affect the quality of a product are:
```
Money
Materials
Management
People
Market
```
134
______________ is when a business adds something extra to a generic product that gives a greater perception of the value
Value added
ex is pre-cut product at the grocery store
135
The _______________ is when expenses and revenue are equal
Break even point
136
Total costs includes two types of costs, which are:
fixed costs
| variable costs
137
______________ are the same over a period of time and aren't relevant to output decisions
Fixed cost
ex. rent. equipment, insurance
138
_______________ vary with output and typically increase at a constant rate relative to labor costs and capital
Variable costs
139
Formula to determine the break even point
140
There are 4 broad ways to segment the market, which are:
Geographic- physical location
Psychographic- personality, interests, beliefs
Behavioristic- consumer behavior towards products
Demographic- age, sex, race, ethnicity, income, education, and occupation
141
_____________________ describe how psychographic traits and demographics drive consume behavior
Values and Lifestyles (VALS) Segments of American Adult Consumers
142
Primary motivators
ideals, achievement, and self expression
143
Resources
income, energy, self-confidence, intellectualism. novelty seeking, innovativeness, impulsiveness, leadership and vanity
144
8 VALS
```
Innovators
Survivors
Makers
Experiencers
Strivers
Achievers
Believers
Thinkers
```
145
_______________ have high income and high self esteem, are successful and sophisticated, and take charge
Innovators
146
___________ live narrowly focused lives, believe the world is changing too quickly as they have few resources with which to cope. Are comfortable with the familiar and concerned with safety and security
Survivors
147
______________ have lower income, focus on self-sufficiency and family, express themselves and experience the world by working on it, have the skills and energy to carry out their projects
Makers
148
______________ are young and impulsive, seek variety, excitement, and risky activities
Experiencers
149
_____________ are trendy, fun-loving, motivated by achievement and concerned about the opinions and approvals of others
Strivers
Define their success by money
150
___________ are successful individuals, typically have high income, are motivated by a desire for achievement, have goal oriented lifestyles, and have a deep commitment to career and family
Achievers
151
____________ are motivated by ideals, are conservative and conventional, and have concrete beliefs based on traditional codes
Believers
152
___________ are motivated by ideals, are mature, satisfied, comfortable, and reflective. They value order, knowledge, and responsibility
Thinkers
153
________________ is the process by which an impartial organization reviews a company's operation to ensure the company conducts business in a manner consistent with national standards
Accreditation
154
________________ is an independent non-profit organization that accredits and certifies hospitals, home care organizations, rehabilitation centers, longer term and nursing facilities, behavioral health organizations, addiction treatment and recovery programs, ambulatory care providers, clinical laboratories
The Joint Commission
155
Hospital accrediting agencies must acquire _____________ from the Centers for Medicare and Medicaid Services (CMS) per the Social Security
deeming status
156
Standards by the Joint Commission ___________ the stands of the CMS Conditions of Participation
CoPs
157
______________ is a corporation that has deeming authority for hospitals in the US since 2008.
DNVGL Healthcare
Accreditation requirements related to the CMS CoPs with a focus on continuous improvement processes
158
_____________________ is a non-profit established in 1990 to improve healthcare through evidence based methods and identifying organizations that are run in ways which improve care
The National Committee for Quality Assurance
159
The National Committee for Quality Assurance measures the quality of medical providers using ________________
Healthcare Effectiveness Data and Information Sets (HEDIS)
160
If a hospital is accredited by an organization with deeming authority it is also certified by _________. because it has met or exceeded those standards
CMS
161
The ACA created a new division in CMS called the _____________ to develop and test Alternative Payment Models (APMs)
Center for Medicare and Medicaid Innovation
162
_______________ is one of the first APMs and is a group of healthcare professionals and/or hospitals who come together to coordinate high quality care to Medicare patients
Accountable Care Organizations
The goals is to prevent medical errors and avoid unnecessary health care duplication
163
Figureheads, leaders, and liaisons can be classified as ______________ managerial role which results form a manager's authority and status
Interpersonal
164
Monitors, disseminators, and spokespersons can be classified as ______________ managerial role which characterize the manager as the central focus for receiving and sending non-routine information
Informational
165
Entrepreneurs/initiators, disturbance handlers, resource allocators, and negotiators can be classified as ______________ managerial role
decisional
