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BTM 101 Set B
| Question | Answer |
|---|---|
| What is human resource management? | the process of determining human resources and then recruiting, selecting, motivating, evaluating, compensating, and scheduling employee to achieve org's goals |
| What is the affirmative action? | employment activities designed to "right past wrongs" by increasing opportunities for minorities and women |
| What is reverse discrimination? | It is discrimination against white or males |
| What are the five steps in the human resource planning process? | 1. Prepare a human resource inventory of the org employees 2. Prepare a job analysis 3. Assessing future human resource demand. 4. Assessing labor force supply 5. Establish a strategic plan |
| What is recruitment? | Getting the right number of qualified people at the right time. |
| What is selection? | The process of gathering information and deciding who should be hired, under legal guidelines to serve the best interest of the individual as well as the org |
| What does 'training and development' means? | Includes all attempts to improve productivity by increasing an employee's ability to perform |
| What is orientation? | the activity that initiates new employees into the org, to fellow employees, to their immediate supervisors, and to the policies, practices, and objectives of the org. |
| What is Vestibule training? | A.K.A near the job training. It is done in classrooms with equipment similar to that used on the job. The purpose is to allow employee to learn proper methods , and safety procedures before attempting them on the job |
| What is management development? | is the process of training and educating employees to be good managers, and then monitoring the process of their managerial skills over time. |
| What is performance appraisal? | an evaluation that measures employee's performance against established standards in order to make decisions about promotion, compensation, training, and termination |
| What are the six steps in performance appraisal? | 1. Establishing performance standards 2. Communicating those standards 3. Evaluating performance 4. Discussing results with employees 5. Taking correcting actions 6. Using the results to make decisions about promotion, termination or additional train |
| What are cafeteria style fringe benefits? | These are benefits plan that allow employees to choose the benefits they want up to a certain dollar amount |
| What are the advantages of flex time? | 1. Gives employees to choose which hours to work as long as they work the required numbers of hours per week |
| What is core time? | is the period when all employees are expected to be at their job station |
| What is a union? | employee org whose main goal is representing its members in employee management negotiations of job related issues |
| What is a craft union and what is its purpose? | an org of skilled specialists in a particular trade. Its purpose is to achieve some types of short-term goals |
| What does the yellow dog contract require employee to do? | requires employees to agree not to join a union as a condition of employment |
| What is the closed shop agreement? | is an agreement where employer could hire only union members for a job |
| What is the union shop agreement? | is an agreement where employer could hire who ever they want, but as a condition of employment, employee must join the union |
| What is Agency shop agreement? | an agreement where employer could hire anyone, and those employees who don't join must pay a fee |
| What is a open shop agreement? | an agreement when union membership is voluntarily. Those who don't join don't have to pay a fee |
| What is a grievance? | a charge by employees that states that managers are not abiding by the terms of the Negotiated Labor Management Agreement |
| What are shop stewards? | union members officials who work permanently in an org, and represent employee interest on a daily basis |
| What is mediation? | the use of a third party, called a mediator, who encourages both sides in a dispute to continue negotiating and often makes suggestions for resolving the matter |
| What is arbitration? | agreement to bring a third party to make a binding decision in a labor dispute |
| What are the tactics used in Labor management conflicts by unions? (2 Tactics) | 1. Strike 2. Boycott ( involves two types: primary and secondary) |
| What is a strike? | when workers collectively refuse to go to work |
| What is primary boycotts? | occurs when organized labor encourages its members and the general public not to buy the products or services of the firm that is involved in the dispute |
| What is secondary boycotts? | is an attempt by labor to convince others to stop doing business with the firm involved in a dispute |
| What are the three tactics use in management? | 1. Lockout 2. Injunctions 3. Strikebreakers |
| Define: Lockout (Management Tactic) | is an attempt by managers to put pressure on union workers by temporarily closing the business |
| Define: Injunctions (Management Tactic) | a court's order directing someone to do something or refrain from doing something |
| Define: Strikebreakers (Management Tactic) | the use of workers hired temporarily to do the jobs of striking employees until the labor dispute is resolved |
| What is sexual harassment? | unwelcome sexual advances for sexual favors, and other verbal or physical conduct of a sexual nature that creates a hostile environment |
| What is marketing? | the activities buyers and sellers perform to facilitate mutually satisfying exchanges |
| What are the three elements of the Marketing concept? | 1. A customer orientation 2. A service orientation 3. A profit orientation |
| Under the marketing concept, what is the customer orientation? | It involves finding out what customers want and providing to them |
| Under the marketing concept, what is the service orientation? | Has to do with making sure everyone in the org has the same objectives which is customer satisfaction. |
| Under the marketing concept, what is the profit orientation? | Focuses on those goods and services that will earn the most profit, and enable the org to survive and expand to serve more consumer wants and needs |
| What is customer relationship management (CRM)? | the process of learning as much as possible about present customers, and doing everything you can over time to satisfy them or even exceed their expectations with goods and services. |
| What is the basic idea behind customer relationship management? | To enhance(promote) customer satisfaction and stimulate long term loyalty. In other words, to keep your customers for the longest time possible |
| What are the four P's of marketing? | 1. Product 2. Price 3. Place 4. Promotion |
| What are the four P's of marketing call? | The marketing mix |
| What is test marketing? | the process of testing products among potential users |
| What does promotion consists of? | all the techniques sellers use to inform people about the product or idea, and motivate them to buy those products or service |
| What is the purpose of marketing research? | to analyze the market to determine opportunities and challenges, and to find the information the seller needs to make good decision |
| What are the four key steps of marketing research? | 1.Define the question (the problem or opportunity) 2.Collect research data 3.Analyze the research date 4. Choosing the best solution and implementing it. |
| What is environmental scanning? | the process of identifying factors that can affect marketing success. |
| What are the two major markets in business? | A. Consumer market B. Business-business market |
| What is the consumer market? (What it consists of) | It consists of all the individuals that want goods and services for personal use and have the resources to buy them |
| What is the business to business? (What it consists of ) | It consists of individuals and organizations that sells goods and services to other businesses. |
| What is market segmentation? | the process of dividing the total market into groups with similar characteristics |
| What is targeting marketing? | Selecting which groups or segment an org can serve profitably |
| What is geographic segmentation? | Dividing a market by cities, countries, states or regions |
| What is demographic segmentation? | dividing the market by age, income, and education level |
| What is psycho-graphic segmentation? | dividing the market using the group values, attitudes and interests |
| What is benefit segmentation? | dividing the market by determining which product benefits your target prefers and using those benefits to promote a product |
| What is volume (or usage) segmentation? | dividing the market by usage |
| What is niche marketing? | identifying small, but profitable market segment and designing or finding products for them |
| What is one-one marketing? | developing a unique mix of goods,and services for each individual customer |
| What is mass marketing? | developing products and promotions to please large groups of people. Under mass marketing, there is little market segmentation |
| What does relationship marketing tend to do? | It tends to lead away from mass production and towards custom made goods and services. |
| What is the goal of relationship marketing? | to keep individual customers overtime by offering them new products that exactly meet their requirements |
Created by:
erickson1092
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