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Flashcards in Chapter 07 Deck (54):
1

163. Powerful tools that can help police agencies continually enhance their performance and adapt to the inevitable changes that make work challenging.

Assessment and evaluation

3

178. Accreditation represents a reduction in...

agency risk, and liability exposure.

4

163. Through assessment police agencies observe the object or activity in question and offer a...

Value neutral description of it.

5

179. Disadvantages of accreditation include the possibility that some officers will view it...

as a threat.

6

163. The completion of an appraisal with respect to an object or activity.

Assessment

7

163. An evaluation thus summarizes the assessment's findings and assigns...

a value to the performance assessed.

8

163. Process through which an organization repeatedly assesses the effectiveness of policies and procedures established for satisfying customers/achieving key objectives.

Continuous improvement

9

163. An examination or deliberation to decide the quality, value, criticalness, scope, or necessity of a service or activity.

Evaluation.

10

164. Because police agencies exist to serve customers, customer satisfaction ought to be a key agency objective, and should be the driving force behind the...

Agency's goals and objectives as well as it's performance improvement efforts.

11

163. To meet and exceed the demands of their internal and external customers, police agencies must be committed to:

Continuous improvement

12

164. Continuous evaluation: the process by which an organization, on an ongoing basis, measures...

actual performance outcomes against intended outcomes to identify and close gaps.

13

164. Continuous evaluation compliments continuous improvement process by enabling agency leaders to identify gaps between desired and actual performance with an eye towards changing...

behaviors, policies, or procedures as needed to close those gaps.

14

164. If actual outcomes fall short of intended outcomes...

Agency personnel launch change initiatives to close the gap.

15

164. The method used by MANAGERS to identify operations that must be implemented, altered, or discarded to enhance performance.

Assessment and evaluation.

16

164. They have the responsibility to identify operations within their organization that need to be changed.

police agency personnel

17

164. Agency managers must always keep in mind that improving performance means...

delivering better service to customers.

18

164. When police and customer expectations conflict, the only way to strike a balance is to..

foster open communication between police and members of the community.

19

164. Continuous improvement through assessment, along with continuous evaluation, positions a police agency to...

make the changes needed to improve its performance.

20

166. Two very different manifestations of performance.

Efficiency and effectiveness

21

165. In agencies that have adopted a community policing strategy, police assess performance, identify needed change initiatives, and manage initiatives using input not only from ...

managers and line officers but also from customers.

22

164. This can help foster open communication between police and members of the community they serve.

A community policing strategy.

23

166. Before managers can begin to evaluate a police agency's performance, they must...

identify desirable outcomes.

24

166. Efficiency is a comparison of what is actually produced or performed with what can be achieved with:

the same consumption of resources.

25

166. Efficiency is an important factor in determination of...

productivity

26

166. In a police agency, response time, number of call backs, service minutes allotted per call, and crime stats are terms used to measure...

Efficiency

27

166. Who must determine whether they want to strive for both efficiency and effectiveness or one is more important at a particular time or circumstances?

Agency managers

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166. Speeding up response time after reduction in staff or resources is an example of efficiency manifesting itself as:

"Doing more with less"

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166. In a police agency, what may manifest itself as "doing more with less"?

Efficiency

30

166. Efficiency is almost always about:

Numbers and easily measurable results.

31

166. Efficiency is measured against the:

consumption of labor, money, and time.

32

166. The degree to which objectives are achieved and extent to which targeted problems are resolved.

Effectiveness

33

166. Because effectiveness is often subjective, it is more difficult to measure then:

Efficiency

34

166. In For profit companies, effectiveness is often gauged by levels of...

customer satisfaction.

35

167. Whereas efficiency means "doing the thing right," effectiveness means:

"Doing the right thing."

36

167. Another reason effectiveness is more difficult to assess than efficiency is the conflicting desires among...

stakeholders

37

167. Unlike efficiency, effectiveness is determined without...

reference to costs.

38

168. Agency administrators foster persistent durability by creating:

structures, processes, and systems for transferring knowledge between seasoned and new personnel.

39

167. The time it takes to respond to a call for service is a measure of:

Efficiency

40

167. Outstanding performance means completing assignments and such away that...

stakeholders' needs are met and officers need not make a return call.

41

168. Persistent durability: when such officers are promoted in these ways, they share their knowledge with:

lower-level officers--further preserving the approaches that previously enable the agency to succeed.

42

168. Agency administrators put in place a succession plan to ensure that all sworn officers have the opportunity to...

rise in the ranks and assume administrative roles.

43

178. One of the most prevalent difficulties faced by police agencies today is an agency's defense against:

lawsuits and complaints.

44

178. Because there are documented standards, any agency performing at a higher level can rightfully call itself:

exceptional

45

178. The purpose of accreditation is to create and maintain...

excellent public safety service delivery.

46

175. Means treating all customers (no matter who they are) with respect, fairness, courtesy, and civility.

Ethical service delivery

47

178. These agencies have proven better able to defend themselves against allegations of misconduct and lawsuits.

Accredited agencies

48

174. In a police agency, serving customers means...

meeting public needs.

49

178. One of the most prevalent difficulties faced by police agencies today is an agency's defense against:

lawsuits and complaints

50

177. Accreditation plays an important role in a police agency's:

assessment, evaluation, and performance improvement efforts.

51

177. Accreditation ensures a police agency meets minimum standards regarding:

policies, operating procedures, employee knowledge, documentation, and community interaction.

52

175. Segmenting police services-putting them into groups based on specific criteria-can help...

police agencies improve the quality of those services.

53

174. In a police agency, serving customers means:

meeting public needs.

54

175. Putting police services into groups based on specific criteria.

segmenting police services

55

175. Police services can be grouped based on the following criteria:

– Customer type served.– Service delivery method.– Service delivery location.– Service deployment hours.– Service process type.