Management Quiz Part 2

Which organization provides general oversight to ensure that health care systems meet minimum standards.

•  HCFA

• Joint Commission

•  FDA

• Medicare

Answer explanation

Joint Commission of Accreditation of Healthcare Organizations provides general oversight and establishes quality standards.

A statement which expresses in broad terms where the company wants to be in the future. It is based on the company’s values and identifies its purpose.

• mission statement

• vision statement

• strategic management

• goals

Answer explanation

vision statement is broad in nature and expresses where the company wants to be in the future

Communication skill is one of the most important skill to determine success of a manger. People like to fell “in the loop” and important so you must share important information in a timely fashion. Effective communication can be achieve by:

• keeping the bulletin board up-to-date with relevant information

• listen, response in clear language, ask the person to tell you in their own words what you said

• change monthly staff meeting to biweekly

• attach announcements to payroll checks, that way everyone is sure to see them

Answer explanation

Communication to be successful must be understood, therefore feedback is necessary to determine understanding

A customer complaining that the food is cold. The waitperson corrects the immediate problem and provides the customer with a gift certificate for a future meal “on the house: The waitperson is:

• empowered under TQM to make decisions

• following basic customer service standards

• trying to get a big time

• in trouble with the restaurant manager.

Answer explanation

this is an example of total quality management in action. The more traditional approach would eb to reheat the food. In this case the waitperson made a decision that no doubt impressed the customer. TQM management must emphasize problem identification and decision-making

There has been an increase in tray line errors causing more food to be delivered to patient rooms. This is causing stress in the staff and an increase in food cost. The manager has considered tracking tray line errors. No errors will give employees working the line a point. Twenty points will be rewarded with a $20 gift card. This reward system follows which theory:

• Maslow’s esteem

• Expectancy Theory

• Reinforcement Theory

• Hertzberg Theory

Answer explanation

Expectancy theory is increased effort will lead to increased performances which leads to increased rewards. Reinforcement theory deals with the consequences of past behavior. Maslow & Herzberg do not deal with rewards.