Question

Ch 19 Video Zane's Cycles Foundations of Control 7min

1)President Chris Zane mentions that​ employees' performance is not evaluated every six months or every year as in many organizations.​ Zane's Cycles uses Saturday meetings for everyone to come up to speed and to discuss issues. These meetings represent a controlling process that is used to​ _____.

A.discuss failures of individuals in the company

B.establish performance standards as a group

C.​measure, evaluate, and take corrective action

D.correct​ employees' actions by berating and celebrating

E.cross-train employees

2)Which of the following seems to be the most important performance standard that everyone at Zane Cycle is measured​against?

A.Selling to customers

B.Maintaining inventory

C.Satisfying customers

D.Leading others

E.Training others

3)Zane feels strongly​ that, when a crisis develops in the cycle​ shop, he wants to get involved and be engaged with the customer to emphasize primarily to that customer that​ _____ will occur.

A.written apologies

B.policy changes

C.employee reprimands

D.marketing changes

E.corrective actions

4)When Zane Cycle President Chris Zane directs an employee to do​ something, Zane is exhibiting​ ______, whereas when he inspires employees to work​ harder, he is exhibiting​ _____.

A.​leadership, followership

B.position​ power, personal power

C.​authority, control

D.​enforcement, charisma

E.​directness, indirectness

5)President Zane is adamant about getting feedback from customers about how the company could improve. They gather data through​ surveys, face-to-face​ interactions, and by listening to conversations in the store or at events. Decisions based on this feedback are dependent upon​ _____.

A.credibility of the source

B.information quality

C.whether the information is negative or positive

D.the cost of obtaining the information

E.how the information is to be used

Answer 1

Ans 1. As per the president Chris Zane, the performance of employees should not be evaluated annually or semi-annually in an organization. He prefers every weekend meeting wherein the employees can come up and discuss the issues. These meetings represent the controlling process. Controlling process is the managerial function in which all other functions are examined. It helps in checking and taking corrective actions as and when required. It ensured that the desired results are achieved. Zane’s idea of conducting weekly meetings is to measure, evaluate and take corrective actions as and when required. In weekly meeting, a target set can be cross checked, examined and in case of any deviation steps can be taken to rectify them. It helps in smooth functioning of the system.

Ans 2. The most important performance standard is to satisfy customers. Customer satisfaction refers to the measurement of how much the customers are satisfied by the services or product. It provides the marketers and business owners to know where they stand in the market and how their product or service is performing in the market. It also provides scope of improvement for the business. Customer satisfaction helps in measuring performances as the greater number of customers are satisfied with the product or service, the higher is the performance of the business.

Ans 3. In the above case, in situation of crisis in the cycle shop, Zane would like to get involved and be engaged with the customer to emphasize that a corrective measure will be provided for the situation. The corrective measure can be a written apology, a change in the policy or employee reprimand for the lack of performance.

Ans 4. Zane as the president of Zane cycles, if in certain situation he is trying to direct an employee to do something he is exhibiting his enforcement qualities. Enforcement is the act of compelling someone with a rule or law to perform a task. The employee is obliged to perform a task as per the instruction given by Zane. In a situation where Zane is inspiring employees to work harder, he is exhibiting his charisma. He compelling attractiveness in his employees that inspires devotion in them.

Ans 5. As per the above situation, the president of the organization is trying to get the feedback from the customers. The data is collected through surveys, face to face interactions, conversations at the store and events. Decisions based on this feedback are dependent upon how the data is interpreted and converted into information. How the company will be going to use the data.