Chapter 18 – MXW

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What is Bureaucracy
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Bureaucracy – A formal organizational structure based on a rigid hierarchy of decision making and inflexible rules and procedures
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What is a hierarchy?
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Hierarchy – An authoritarian organizational structure in which each member is assigned a specific rank that reflects his or her level of decision-making authority within the organization
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What is systems thinking?
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Systems thinking – An objective way of looking at work-related ideas and process with the goal of allowing people to uncover ineffective patterns of behavior and thinking and then finding ways to make lasting improvements
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What are the Three levels of Management?
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1. Supervisory Management; 2 Middle management; 3: Executive anagment and governance
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What is supervisory management?
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Management level that oversees the organization’s efforts at the staff level and monitors the effectiveness of everyday operations and individual performance against preestablished standards. Direct daily work, create work schedules, and monitor the quality of the work and the productivity of the staff.
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What is Middle Mmanagement?
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The individuals in an organization who oversee the operation of a broad scope of functions at the departmental level or who oversee defined product or service lines. Concerned primarily with facilitating the work performed by supervisory and staff-level personnel as well as by executive leaders.
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What is Executive Management and Governance
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The managerial level of an organization that is primarily responsible for setting the organization’s future direction and establishing its strategic plan. Highest managerial level of the healthcare organization may be divided into two entities: executive management and the governing board. Executive Management is a Employees of the organization. Works to ensure that the organization uses its assets wisely, fulfills its current mission, and works toward achieving a meaningful vision for the future. Oversee broad functions, departments, or groups of departments. Governance is directed by state law and dictate how corporations are to be structured and run. State incorporation laws are consistent in one area: responsibility for operation of every healthcare organization ultimately lies with its board of governors, board of trustees, or board of directors.
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What are the organizational tools of a organization?
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“Organizational tools are (1) Mission statement; (2) Vision statement; (3) Values statement (4) Policies and procedures”
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Purpose of the interview
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(1) To obtain information from the applicant about his or her past work history and future goals; (2) To give information to the applicant about the organization’s mission and goals, and the nature of the employment opportunity; (3) To evaluate the applican’ts work experience, attitudes and personality as a potential fit for the organization; (4) To give the applicant an opprtunity to evaluate the organization as a potential fit for his or her cvurrent and future employment goal
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Definine Positional Description
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A position, or job, description outlines the work an individual does. It generlay consists of four parts: a summary of the position including its purpose , a list of duties, and the qualificaitons of the job. Postiion description also contain the title of the job.
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Organizational chart
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A graphic representation of an organization’s formal structure ; Shows the organization’s various activities and the specific members of categories of members assigned to carry them out ; Traditionally, the reporting relationship between individuals and groups also are indicated according to accepted labeling conventions ; Organizations are somewhat less concerned with official lines of authority; they are concerned with the interrelationships of workgroups and functions. ; Individual departments and interdepartmental workgroups sometimes develop detailed organizational charts as a first step in redesigning work process.
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Leadership
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Defined as “art of mobilizing others to want to struggle for shared aspirations” ; Leaders inspire and motivate others to choose to follow them instead of using their positions to force compliance ; Leaders can work at any level of an organization ; Search for opportunities, the status quo to improve their organization and realize the vision ; Experiment and take risks, ensuring that they learn from previous mistakes ; Foster collaboration, promoting trust and a shared vision for the future ; Strengthen others by sharing information and power ; Set an example by role-modeling behaviors that make everyone successful ; Achieve small wins, demonstrating success and building commitment to action ; Recognize contributions, linking rewards with performance ; Celebrate accomplishments, taking the time to acknowledge success
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Orientation Check sheet
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Mission and vision; Goals; Structure; Communication policies; Procedure for requesitng time off; Persont to nitify in case of absence; Tour; Introductions; Confidentiality poliies; Evaluation process Schedules
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What is a Mission Statement?
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Mission Statement – A short description of an organization’s or group’s general purpose for existing
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What is a Vision Statement?
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Vision Statement – A short description of an organization’s ideal future state
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What are policies?
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Policies – Is a clearly stated and comprehensive statement that establishes the parameters for decision making and actions. Policies are developed at both the institutional and department level. Policies should be consistent within the institution.
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What are procedures
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Procedures – Procedures are instructions that ensure high-quality, consistent outcomes for tasks done, especially when more than one person is involved.
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What is the team concept?
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Forming/Storming/Norming/Performing
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What is Forming?
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Forming – Team members are brought together to form a group
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What is Storming?
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Storming – Team members try to assert and assess their roles within the group.
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What is Norming?
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Norming – Everyone knows there role
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What is performing?
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Performing – Work successfully on the team goals
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Describe Employee Orientation?
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Employee orientation – The process in which employees are introduced to an organization and a new job. This process may involve a one-on-one session with human resources, group training with new employees from all over the organization, or some sort of computer-based training.
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Describe Training?
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Training – After the new employee has been oriented to the organization and the department, specific job training should be provided. A good place to begin is the Position description. Supervisor should explain first why each task in the position description is performed and than review the policies and procedures for the task. Employee information about workflow and available resources. Supervisor should demonstrate how to do the task using the procedure for it. After observing, the supervisor should perform the task, employee should feel comfortable enough to try it. Supervisor should observe the employee’s work, correcting any errors and answering question. Finally the employee should be allowed to work on their own. Supervisor should check up on them periodical to ensure the employee understands the training and the work is free of errors. Patients of supervisor should be practiced in the first days.
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What is a budget?
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At the departmental level, budgeting usually begins with the developing a clear statement of the goals the department wants to achieve in the coming year. Frequently, all organization’s budget planning is contained in budget assumptions
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Describe a budget assumption?
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Budget Assumptions – Information about the overall organization’s budget planning that sometimes includes an estimation of how revenues will increase or decrease and what limits will placed on expenses.
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Name some types of budgets?
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Zero-based budgeting and historical projections
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Zero-based Budgeting
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Zero-based budgeting – in this approach, each cost is built from scratch without reference to historical information. Each cost is developed based on the number of units required and the price per unit. This works well in areas where costs are highly variable and can be directly related to how much work will be produced in the coming year
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Historical projections?
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Historical projections are based on looking at prior budgets and actual expense reports and then projecting a percentage on looking at prior budgets and actual expense reports and then projecting a percentage increase.
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Managers are ___.
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Held responsible for handling the organization’s resources.
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The practice of management is ___.
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Influenced by the context of the organization.
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Systems thinking ___.
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Is an objective way of looking at ideas and processes
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A graphic representation of the organization’s formal structure is called ___.
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An organizational chart
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The mission statement ___.
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Is updated regularly as part of the strategic planning process
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Supervisory managers are primarily responsible for ___.
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Monitoring everyday performance
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Developing, implementing, and revising the organization’s policies is the role of ___.
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Senior Manager
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Ultimate responsibility for the operation of healthcare organizations lies with ___.
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The Board of Directors
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Planning, organizing, controlling, decision making, and leadership are the functions of ___.
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management
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Strategic planning is primarily concerned with ___.
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How the organization will respond to changes in the environment
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___ is not a step in strategic planning.
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Analyzing budget variance reports
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Within an organization it is the supervisor’s role to determine ___.
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How the work will be accomplished by the team.
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In modern management theory, control is most important when applied to ___.
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Developing the initial budget
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The director of the department is Bob. Sally, the coding supervisor and five other supervisors, report to Bob. Tim, and ten other coders, reports to Sally. This describes what management concept:
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Chain of Command
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Strengthening others by sharing information and power is a characteristic of ___.
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Leadership
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A summary of the position, a list of duties, and the qualifications required to perform the job are all elements of a(n) ___.
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Position description
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Performance standards are used to ___.
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Communicate performance expectations
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Position descriptions, policies and procedures, training checklists, and performance standards are all examples of ___.
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Human Resource Tools
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Procedures should be complete enough so that ___.
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Anyone generally competent for that position can perform the task
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The department’s orientation checklist would not include a ___.
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Discussion of problem employees
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During training, the employee should be ___.
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Encouraged to ask questions
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Teams often fail to succeed when ___.
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The leader dominates the team
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Setting a clear deadline is an important step in ___.
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Delegating
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Discovering each individual’s talents and maximizing them is the role of the ___.
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Coach
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Periodic performance reviews __.
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Encourage good performance
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Disciplinary action ___.
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Should be documented at each step
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Constructive confrontation is one form of ___.
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Performance Evaluation
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Grievance procedures ___.
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Vary with each individual
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On-the-job training ___.
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Is one option for staff development
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During times of change, it is important for the supervisor to ___.
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Hold onto the vision
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The budget ___.
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Is the financial plan for the coming time period
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Zero-based budgeting is not ___.
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Done by projecting a percentage increase from historical results
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Before beginning to budget at the department level, it is important to understand ___.
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What the organization’s budget assumptions are
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Monitoring ongoing revenues and expenses and verifying actual expenses are important steps in ___.
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Financial control
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Before I can submit a proposal to a vendor to purchase a new piece of equipment for my department, I need to get approved. After completion, I give it to my director who reviews and routes it to the vice president. The vice president approves and routes it to the CEO. This movement up the organization’s hierarchy is called
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Chain of Command
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My job requires me to code as well as perform supervisory functions. What best describes the management level of my position?
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Supervisory Management
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The staff workgroup that I am on has a multidisciplinary make-up. The purpose of the workgroup is on going. What kind of workgroup is this?
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Standing Committee
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What organizational tool is used to state the parameters that employees should use when making decision?
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Policy
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What tool might be used to analyze the best method to complete a process
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Procedure
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Continuous performance and total quality management are examples of industrial management theories
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TRUE
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Systems thinking is a subjective way to look at work-related ideas and processes
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FALSE
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Ultimate responsibility for the operations lies with its chief executive officer
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FALSE
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Today’s healthcare organizations are increasingly concerned with official lines of authority.
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FALSE
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Supervisory management sets the organization’s future direction and establishes its goals.
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FALSE
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The term that defines the right of a leader to make decision is
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Authority
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Which of the following Is used in the recruitment process (1) Monitoring turnover (2) Conducting reference checks (3) Holding orientation sessions (4) Ensuring job training is available
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Conducting Reference checks
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Which of the following occurs when a supervisor delegates authority? (1) Decreases need for performance standards (2) Reduces the delay in decision making (3) Eliminates monitoring turnover (4) Limits staff capabilities
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Reduces the delay in decision making
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In which stage of performance management are performance evaluations conducted:
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Rating
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In what employee development stage does an employee guide and mentor others?
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Mid-career growth, maintenance, decline
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Contemporary performance and quality improvement theories are based on the idea that systems, not people, are at the root of most performance problems.
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FALSE
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Staff turnover is expensive in terms of lost productivity and recruitment and training costs
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TRUE
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Supervisory-level management responsibilities include new employee orientation and training
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TRUE
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One thing that teams have in common is that their members are usual from the same department.
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FALSE
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When redesigning a job, the supervisor should not discuss potential changes with the employee
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FALSE
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Strategic planning is concerned primarily with how the organization will respond in the foreseeable future to changes in its:
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Short term activities
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In developing the organization’s strategic plan, the organization’s board of directors works with the:
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Executive management team
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Which of the following is used to guide and carry out the objectives of an organization’s strategic plan? (1) Performance standards (2) Inventory management (3)Operational plan (4)Organizational charts
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Operational plan
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supervisors organize the work of their teams by setting what type of goals?
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Short-term
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Together with inventory control and supplier relationships, which of the following are elements of supply management? (1) Effective purchasing (2) Position description (3) Request for proposals (D) Job enrichment
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Effective purchasing
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A new hospital is opening near our hospital. This event would likely be represent in a SWOT analysis as a:
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Threat
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The focus of conflict management is:
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Working with the parties involved to find a mutually acceptable solution
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The ultimate goal of constructive confrontation is to:
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Create a win-win situation
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Which of the following is an example of a fixed cost? (1) Office supplies (2) Rent (Health record folders) (4) Line level employee salaries
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Rent
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Which of the following is a standard work week? (1) 8hours a day, 4 days a week (2) 10 hours a day, 4 days a week (3) 8 hours a day, 5 days a week (4) 12 hours a day, 3 days a week
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8 hours a day, 5 days a week
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Which of the following would be part of problem identification in the quality improvement process? (1)Research all regulatory requirements related to the current process (2) Educate involved staff on the new process (3)Develop policies and procedures that support the redesigned process (4) Collect focused data from the prioritized problem areas
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Research all regulatory requirements related to the current process
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Change management includes:
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Being available to listen to staff
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What could an analysis of a flowchart identify?
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Redundancies in a process
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Quality improvement activities only apply to direct patient care.
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FALSE
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When leading change, a supervisor should not ask staff questions?
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FALSE
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Opportunities for improving process should be prioritized before they are implemented.
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TRUE
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A customer survey helps communicate the value of the customer’s input
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TRUE
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Intermittent, focused monitoring is the only way to identify potential improvement opportunities
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FALSE

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