There is no Test Bank for Chapter 2

Chapter 1 There is no Test Bank for Chapter 2

(Leading Ancillary and Support Departments to Higher Performance 1e Frank Tortorella) (Official Complete Test Bank) 1 / 4

Chapter 1

• Baldrige can BEST be described as

• a regulatory requirement for healthcare

*b. a systems approach to help organizations improve

• an accreditation process
• a solution to world peace

• Most organizations using Baldrige today tend to be in

• business–service
• business–manufacturing

*c. healthcare

• education

• Which of the following is NOT a key element that helps make Baldrige

scalable and practical?

• Leadership commitment
• Systematic yet adaptable
• Creating early traction

*d. Leveraging diversity

• The Baldrige framework is based on a set of

• criteria
• questions
• organizational best practices

*d. all of the above

• The Baldrige categories include all of the following EXCEPT

*a. technology

• strategy
• customers
• operations

• Baldrige’s Criteria for Performance Excellence are considered

prescriptive in nature.

• True

*b. False

• Which of the following is NOT one of the process evaluation factors?

• Approach 2 / 4

• Deployment

*c. Listening

• Integration

• Which of the following is NOT one of the five results items

addressed in Category 7?

• Leadership and Governance

*b. Societal Responsibility

• Customer
• Financial, Market, and Strategy

• A typical “journey to excellence” process includes all but which of

the following steps?

• Documenting current processes and results
• Assessing processes and results using evaluation factors
• Reviewing and prioritizing assessment feedback

*d. Explaining why progress has not been made in lower -performing areas

• / 4

Chapter 3

• The Baldrige Criteria for Performance Excellence is a framework for

examining quality.

*a. True

• False

• The recommended approach for ancillary and support departments to

implement a “built for quality” approach include all of these primary functions EXCEPT

• assessment
• planning

*c. documenting

• improvement

• What are the steps in performance improvement?

• Plan, Design, Sustain, Act
• Plan, Develop, System, Act
• Study, Implement, Repeat, Conclude

*d. Plan, Do, Study, Act

• Performance improvement and performance management refer to the same

processes.

• True

*b. False

• Performance improvement education sessions should train all managers

and supervisors to

• develop a project aim statement with m easurable outcomes
• facilitate effective team meetings
• identify the factors contributing to key issues
• collect baseline data

*e. all of the above

• What elements are important for success in the “assess, plan,

and improve” process?

• People, knowledge, and skills
• Systems
• Transparency and accountability
• Cycles of improvement

*e. All of the above

• / 4