Upper management of a clothing store in the mall has decided that a good way to motivate employees is to consult with them about ways to bring in more customers. a memo is sent to store managers asking them to encourage participation from all employees. one store manager has hired five new employees who just graduated from high school and are working the three summer months before leaving for college. the manager scrutinizes and directs them in every detail of their job. each time they make a mistake they are reprimanded, told their pay may be docked, and reminded that there are always other people who will gladly take their place. this manager decides he will forward his suggestions to management but not ask his workers for suggestions. what approach is upper management using, as opposed to the store manager?

Employees at a library check out books to patrons. books have an isbn and a name. the library sometimes has multiple copies of the same book. books have one or more authors. a patron is an individual who has an active (non-expired) library card. for each library card, we store the person's first and last names and their address. for each employee, we store their employee id, current salary, first and last name and their address. we also store the employee id of their current manager. each time we check out a book to a patron we need to store the date of the transaction, the employee who checked out the book to the patron, and the library card of the patron. some employees have library cards. if an employee patron turns in a book late, the fine that they pay is a percentage of their salary. some employees are authors who have library cards—they are allowed to check out as many books as they like.

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You work as the sales manager for a company that sells office supplies to businesses of all sizes. because the profit margins are razor-thin, you need to ensure that you are getting the very best prices on paper, pencils, pens, post-it notes, and other office supplies from the manufacturers. when reviewing the quarterly profit statement, you realize that your costs are higher than they should be, and you trace the higher costs back to an employee who has been lax about getting competitive bids to ensure the lowest prices. when you conduct your research to determine the reason for the higher costs, and take action to bring those costs back down, in which of the key management processes are you taking part?