COMPARING AND CONTROLLING QUALITY;DIAGNOSING/ORGANIZATIONAL QUALITY; INNOVATING

Question 1

An administrator judging the extent to which actual results of the facility's efforts achieve the outcomes proposed in the plans is \_\_\_.
1. Reviewing
2. Judging
3. Achievement oriented
4. Comparing
198

Answer 1

Comparing

Question 2

The administrator who is successfully taking the steps necessary to adjust policies and plans of action to more satisfactorily achieve stated goals is engaged in \_\_\_.
1. Actively managing
2. Controlling
3. Implementing
4. Conserving resources
199

Answer 2

Controlling

Question 3

Translating goals into clearly stated policies, identifying appropriate measures, and stating limits to deviation are some of the requirements for \_\_\_.
1. Improving management
2. Effective control of quality
3. Getting ahead of competitors
4. Managing for results
200

Answer 3

Effective control of quality

Question 4

Getting information in a useful form to staff at appropriate levels, stating policies of actions to be taken when limits are exceeded, and taking corrective actions are some of the requirements for \_\_\_.
1. Improving management
2. Effective control of quality
3. Getting ahead of competitors
4. Managing for results
201

Answer 4

Effective control of quality

Question 5

Setting up a system for constant renewal of quality measures, finding control measures that are functional and valued by staff, and knowing the limitations of the scope and capabilities of a system are some of the requirements for \_\_\_.
1. Improving management
2. Effective control of quality
3. Getting ahead of competitors 
4. Managing for results
202

Answer 5

Effective control of quality

Question 6

Physicians diagnose and treat patient illnesses; administrators diagnose and treat \_\_\_\_ illnesses.
1. Staff
2. Corporate
3. Organizational
4.Epidemic
203

Answer 6

Organizational

Question 7

When an administrator studies and determines what is believed to be a problem adversely affecting the nursing facility she is engaged in a study of \_\_\_.
1. Human nature
2. What motivates employees
3. Organizational pathology
4. Organizational attitudes
204

Answer 7

Organizational pathology

Question 8

Which of the following is not equality measure?
1. Percent of staff having a good feeling about patients
2. Percent of residents who need help with activities of daily living
3. Percent of residents with urinary tract infections
4. Percent of short stay resident with pressure sores
205

Answer 8

Percent of staff having a good feeling about patients

Question 9

Managers have always sought to achieve quality control in their organizations and ___.
1. Clear successes have been attained across the board
2. The need for such control is a subject of controversy
3. This remains an elusive aspect of managing
4. This is largely behind us as we approach the turn of the century
206

Answer 9

This remains an elusive aspect of managing

Question 10

Assuring that all the organizational arrangements believed needed are in place puts the emphasis on \_\_\_ as a quality measure
1. Structure
2. Process
3. Outcome
4. Productivity
207

Answer 10

Process

Question 11

Focusing on the results of the effort made and the measurable impacts on the patient of care given places the emphasis on \_\_\_ as a quality measure.
1. Structure
2. Process
3. Outcome
4. Productivity
208

Answer 11

Outcome

Question 12

The federal focus on the idea that a resident's abilities in activities of daily living do not diminish unless circumstances indicate it is unavoidable places the focus on \_\_\_.
1. Structure
2. Process
3. Outcome measures
4. Productivity
209

Answer 12

Outcome measures

Question 13

Quality, argued Deming, comes from \_\_\_. 
1. Constant inspections
2. A low rework rate
3. Improvement in the process
4. Unswerving attention
210

Answer 13

Improvement in the process

Question 14

Deming observed that too often nurses and nurse aids ___.
1. Did not really care about doing a quality job
2. Did not identify with the goals of the facility
3. Learned their job from workers who were never trained properly
4. Learned too much in nursing and nursing assistant training
211

Answer 14

Learned their job from workers who were never trained properly

Question 15

The nurse supervisor's job, according to Deming, is to \_\_\_.
1. Lead
2. Train properly
3. Set standards
4. Require commitment
212

Answer 15

Lead

Question 16

An atmosphere, according to Deming, in which employees feel secure enough to ask question, take positions, and admit errors is free of \_\_\_.
1. Serious mistakes
2. Arguments
3. Fear
4. Refusal to work
213

Answer 16

Fear

Question 17

The source of slogans or work goals, in Deming's view, is \_\_\_.
1. Corporate leadership
2. The community
3. The facility
4. Each individual worker
214

Answer 17

The facility

Question 18

Deming would \_\_\_ (of) setting the number of beds to be made each day or the number of rooms to be cleaned or floors scrubbed.
1. Approve
2. Disapprove
3. Insist on
4. See as quite functional the ...
215

Answer 18

Disapprove

Question 19

In Deming's view, workers are \_\_\_.
1. Eager to do a good job
2. In need of constant retraining
3. Uninterested in the overall goals of the business 4. Unmotivated for the most part
216

Answer 19

Eager to do a good job

Question 20

Evaluation by performance, merit rating, and annual review of performance, in Deming’s view, ___.
1. Encourage workers
2. Allow workers to know where they stand
3. Are regarded by workers as fair and needed
4. Destroy teamwork and nurture rivalry
217

Answer 20

Destroy teamwork and nurture rivalry

Question 21

If the administrator tells his director of nursing to compare how the facility's nursing services are organized with what he considers the best organized nursing services in the area, the administrator is \_\_\_.
1. Comparing
2. Contrasting
3. Benchmarking
4. Trying to improve
218

Answer 21

Benchmarking

Question 22

A benchmarking effort \_\_\_ be justified by seeking out significantly better practices rather than solely focusing on best practices.
1. Can rarely
2. Can
3. Never is
4. Always can
219

Answer 22

Can

Question 23

When Deming warned not to simply copy others’ efforts when benchmarking, he was advocating ___.
1. A new approach to benchmarking
2. Less benchmarking
3. Improved benchmarking
4. Adapting, rather than copying benchmarked ideas
220

Answer 23

Adapting, rather than copying benchmarked ideas

Question 24

Total organizational involvement in improving all aspects of quality of service is the goal of \_\_\_.
1. Total quality management
2. New management
3. Spectrum management
4. Management by objective
221

Answer 24

Total quality management

Question 25

``` The approach in total quality of management of placing responsibility with the workers who produce a service is sometimes known as ___. 1. Source management 2. Outsourcing 3. Quality at the source 4. Worker involvement 222 ```

Answer 25

Quality at the source

Question 26

``` Employee empowerment in decision making, use of teams, and use of individual responsibility for services characterizes ___. 1. Management by quality 2. Resource maximization 3. Total quality management 4. Benchmarking 223 ```

Answer 26

Total quality management

Question 27

``` In the American Hospital Association's view, the goal of total quality management is to ___ customer expectations. 1. Meet 2. Anticipate 3. Exceed 4. Analyze 224 ```

Answer 27

Exceed

Question 28

Visionary CEOs acting as coaches, commitment to customers, and trained teams characterize ___. 1. Successful benchmarking 2. The Deming analysis and recommendation 3. Total quality management 4. Management by objectives 225

Answer 28

Total quality management

Question 29

Experience suggests that successful total quality management can be implemented in an organization over a period of ___. 1. 5 to 10 months 2. 5 to 10 years 3. 2 to 3 years 4. Under 1 year if the organization is fully committed 226

Answer 29

5 to 10 years

Question 30

``` Managing for quality consists of quality planning, quality control, and ___. 1. Knowing the difference 2. Being able to see the difference 3. Quality improvement 4. Benchmarking 227 ```

Answer 30

Quality improvement

Question 31

``` Bringing new ideas into the way an organization accomplishes its purposes is the result of ___. 1. Hard work 2. Predicting the future 3. Innovating 4. Quality improvement 228 ```

Answer 31

Innovating

Question 32

``` The role of innovator is ___. 1. Best assigned to the administrator 2. Available to all employees 3. A skill employees are able to develop 4. Best taught in inservices 229 ```

Answer 32

Available to all employees

Question 33

``` One writer suggests that managers should ___ specific objectives that will guide the organization over an extended period of time. 1. Avoid trying to set out too 2. Encourage 3. Assign 4. Insist on 230 ```

Answer 33

Avoid trying to set out too

Question 34

In the nursing facility, innovation is ___. 1. Seldom encountered 2. The prerogative of middle and upper management 3. Finding new solutions to creating quality of life for residents 4. An ever elusive goal 231

Answer 34

Finding new solutions to creating quality of life for residents

Question 35

Innovation can be expected ___. 1. From all levels in a nursing home chain 2. Primarily from upper level management 3. Primarily from ownership 4. From middle level well trained staff who have the opportunity to update their skills 232

Answer 35

From all levels in a nursing home chain