Concerns about the level of service customers receive from overseas operations are likely to

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Terms in this set (15)

Feedback and coaching are part of the _____ function of an HR department.
A) performance management
B) compensation and benefits
C) employee relations
D) personnel records
E) recruitment and selection

A) performance management

Providing customer service to organizational stakeholders is an example behavior of _____.
A) HR technical expertise and practice
B) ethical practice
C) relationship management D) business acumen
E) critical evaluation

C) relationship management

_____ assets include human capital, customer capital, social capital, and intellectual capital.
A) Intangible
B) Physical
C) Financial
D) Material
E) Fixed

A) Intangible

Employee engagement is the degree to which employees:
A) are committed to personal growth in the organization.
B) are given freedom to make decisions on their own.
C) are involved with each other in a social setting.
D) are involved in their work and their commitment to the company.
E) are made to stay in the company for a longer period of time.

D) are involved in their work and their commitment to the company.

When considering a balanced scorecard that depicts a company from a(n) _____ perspective, the examples of critical business indicators include improving operating efficiency, launching new products, continuous improvement, and empowering the workforce.
A) training and development
B) internal
C) financial
D) customer
E) innovation and learning

E) innovation and learning

Which of the following categories for the Malcolm Baldrige National Quality Award Examination focuses on design, management, and improvement of work systems?
A) Leadership
B) Customer focus
C) Operations focus
D) Customer and market focus
E) Results

C) Operations focus

Which of the following is true of emerging trends in the international market?
A) Offshoring involves low-skilled manufacturing jobs with repeatable tasks.
B) Globalization is limited to a particular sector of the economy.
C) U.S. managers in overseas locations typically have the necessary cultural understanding to attract and retain talented employees.
D) In most emerging markets, companies are now facing an excess of talented employees.
E) Although companies may be attracted to offshoring because of potential lower labor costs, reshoring is becoming more common.

E) Although companies may be attracted to offshoring because of potential lower labor costs, reshoring is becoming more common.

Concerns about the level of service customers receive from overseas operations are likely to:
A) increase outsourcing of jobs to developing countries.
B) increase the company's public image.
C) discourage employing U.S. citizens for the job.
D) result in a cost advantage of shifting the job offshore.
E) increase reshoring of jobs back to the United States.

E) increase reshoring of jobs back to the United States.

Which of the following is true about the use of social networking tools within an organization?
A) It may result in employees wasting time.
B) It reduces distribution of job postings.
C) It undermines learning.
D) It discourages online expert communities.
E) It leads to loss of expert knowledge.

A) It may result in employees wasting time.

Which of the following is true of a human resource information system (HRIS)?
A) It is a manual system, which was used traditionally by the HR departments.
B) Managers rely on HR personnel for retrieving data from the HRIS.
C) It provides only day-to-day data, which cannot be used to evaluate policies and programs.
D) Managers can request the HRIS to automatically prepare a personnel report.
E) Employees are prevented from accessing any of the information on the HRIS.

B) Managers rely on HR personnel for retrieving data from the HRIS.

An HR dashboard of a company:
A) does not include productivity metrics.
B) relies on secondary data from external sources.
C) cannot be accessed by employees.
D) impedes evidence-based decision-making.
E) helps conduct workforce analytics

E) helps conduct workforce analytics

Which of the following HRM practices supporting high-performance work systems is associated with decentralized decision-making, reduced status distinctions, and information sharing?
A) Work design
B) Performance management
C) Training
D) Staffing
E) Compensation

A) Work design

Which of the following statements about HRM practices is true?
A) According to research on HRM practices, it is more effective to focus on a few isolated practices than improve HRM practices as a whole.
B) When effective HRM practices are implemented, it substantially reduces the autonomy of employees.
C) HRM practices directly affect an employee's ability to satisfy customer needs.
D) Firms with HRM practices prefer not to filter employees on how they value customer relations.
E) HRM practices should be implemented independent of a company's strategic goals.

C) HRM practices directly affect an employee's ability to satisfy customer needs.

Ensuring that HRM practices comply with federal, state, and local laws is part of:
A) managing the human resource environment.
B) acquiring and preparing human resources.
C) compensating human resources.
D) assessment of human resources.
E) development of human resources.

A) managing the human resource environment.

Which of the following dimensions of HRM practices measures employees' performance?
A) Linking human resource to business objectives
B) Managing the human resource environment
C) Acquiring and preparing human resources
D) Compensating human resources
E) Assessing and developing human resources

E) Assessing and developing human resources

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