Unit 3

Question 1

Internal OBM positions: ______

Answer 1

-Employed by organization where they are doing OBM work

Question 2

External OBM positions: _________

Answer 2

-Employed by consulting firm that has a contract to do OBM work

Question 3

Critical Business Issue: _________

Answer 3

-Pivotal threats or opportunities to the organization

Question 4

Critical Business Issue: _________

Answer 4

-Pivotal threats or opportunities to the organization

Question 5

CBI stands for: ________

Answer 5

Critical Business Issue

Question 6

Critical Process Issue: ________

Answer 6

-Process improvement opportunity that will positively impact CBI metric

Question 7

CPI stands for: __________

Answer 7

-Critical Process Issue

Question 8

Human Performance System: _____________

Answer 8

-Immediate environment surrounding workers

Question 9

Human Performance System includes (5): _________

Answer 9

1. Input
2. Processes
3. Outputs
4. Consequences
5. Feedback

Question 10

Root cause analysis: ________

Answer 10

-Assessing variables that influence performance problems

Question 11

Vacuum approach assumes: __________

Answer 11

-Only inputs (training) are required to achieve desired outputs

Question 12

Systems approach assumes: _______

Answer 12

-Human performance is a function of 3 levels

Question 13

Systems approach: Job/ performer level: _______

Answer 13

Job outputs are defined and measured

Question 14

Systems approach: Process level: _____________

Answer 14

-Workflow is defined and measured

Question 15

Systems approach: Organizational level: _______

Answer 15

-Strategy that directs the Organization

Question 16

Reaction level of training asks: _______

Answer 16

Did the learners like the training?

Question 17

Learning level of training asks: _________

Answer 17

Did the learner’s KSAs change?

Question 18

Behavior level of training asks: ____________

Answer 18

DiD the training transfer to job performance?

Question 19

Results level of training asks: _________

Answer 19

-Were there tangible process or organizational outcomes of training?

Question 20

ROI level of training asks: _________

Answer 20

-Was there a return on investment for the training?

Question 21

Mission statement specifies: _________

Answer 21

-Products and services delivered to customers and the value to them

Question 22

Competitive analysis assesses: _______

Answer 22

-Organizations’ position within the market

Question 23

Approaches to performance improvement (2): _______

Answer 23

1. Vacuum
2. Systems

Question 24

Levels of evaluating training (5): ______________

Answer 24

L1. Reaction
L2. Learning
L3. Behavior
L4. Results
L5. ROI

Question 25

Diagnosis and improvement: Phase 1: __________

Answer 25

-Project definition and plan

Question 26

Diagnosis and improvement: Phase 2: _______

Answer 26

-Organization improvement

Question 27

Diagnosis and improvement: Phase 3: ____________

Answer 27

-Process improvement

Question 28

Diagnosis and improvement: Phase 4: _________

Answer 28

-Job improvement

Question 29

Diagnosis and improvement: Phase 5: _______

Answer 29

-Implementation

Question 30

Prerequisites to strategy development (2): _________

Answer 30

1. Mission development/ refinement 2. Competitive analysis

Question 31

Competitive analysis: Areas to assess (3): _________

Answer 31

1. Customers 2. Resources 3. Operations

Question 32

Process improvement project: Phase 1: ________

Answer 32

-Project definition

Question 33

Process improvement project: Phase 2: ________

Answer 33

-Process analysis and design

Question 34

Process improvement project: Phase 3: ___________

Answer 34

-Implementation

Question 35

Process improvement project: Phase 4: __________

Answer 35

-Process management