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Umikers

The form of planning that is usually of the most immediate value to the individual supervisor is:


Daily activity planning

Managed care is forcing an increase in customers service communication with an increasing number of external and internal customers:


True

The majority of hospital patients do not want:

A lengthy stay in the hospital

Assigning and delegating are essentially the same thing; that is, getting someone to do something:

False

Insightful care providers take steps to determine what their customers must have, what they want, and what they do not want:

True

Upon being promoted to supervision it is important that you continue to identify most closely with the group of which you were formerly a member:

False

Sharing problems and ideas with other supervisors places you at a disadvantage in trying to manage your own work group:

False

Whenever possible you should give your employees the authority to address and resolve customer complaints:

True

As far as hospitals and other provider organizations are concerned, managed care has:

Forced provider organizations to adjust to financial limitations placed on them.

When you become a first-line supervisor you must:

Consider the move as a vocational change or the adoption of a second occupation

To have possessed any real value, a plan must be realized as thoroughly and precisely as it was planned:

False

Moving into a supervisory position:

Sometimes makes you unpopular with former peers and coworkers.

When starting as a new supervisor you should promise yourself you will never become involved in work place politics:

False

Organizing is the essential function that precedes all of the other management functions:

False

In addressing each customer complaint, do not:

Challenge the complaining customer to prove the validity of the complaint before proceeding

One of your goals as a supervisor should be to become well liked by all of your employees:

False

Under managed care, government and insurers have been forcing providers to operate on less money than they usually feel they need:

True

True customer service skills cannot be taught; they must be found through careful recruitment of personnel:

False

As a first-line supervisor it is necessary for you to maintain technical competence as well as stay current in management:

True

Upon promotion to supervision you will then be able to:

Begin learning about this “parallel career” called management

What patients want and what they need are frequently quite different from each other:

True

The primary reason for errors large or small during implementation of any decision is usually:

Lack of follow-up

Becoming a supervisor means that you will no longer be involved with actually doing any of the hands-on work:

False

There are some health care provider organizations that have no internal customers:

False

A hospital employee’s internal customers do not include:

Vendor Representatives

In most instances and applications planning is:

The most fundamental of the management functions in that it precedes all of the other functions

All of the available evidence suggests that managed care has seen its day and is on the way out:

False

Which of the following does not describe an effectively functioning supervisor:

"She's extremely kind and thoughtful, never critical of anyone for anything."

A supervisor can assist in the recruiting process by providing concise, up-to-date position descriptions:

True

Excessive employee turnover has significant effects only on the cost of recruiting and placing replacement employees:

False

Experienced workers are usually sought for supervisory positions because “doing” skills are readily converted easily to “leading” skills:

False

You are generally free to define “supervisor” for yourself because there are no generally accepted definitions of the term:

False

A first-line supervisor needs working knowledge of the activity being supervised:

True

Customer service should be addressed separate from principal performance evaluations and rewards systems:

False?????

Being a first-line supervisor is relatively easy because higher management makes most of the difficult decisions:

False

Health care employers test their workers to find those who are best suited to supervision:

False

As a first-line supervisor your primary loyalty will lie with your direct-reporting employees:

False

The present day large hospital or medical center is considered the center of the American health care system:

False

Most patients are fully aware of their needs for specific diagnostic tests and therapeutic procedures:

False

One influence of managed care on hospitals has been the necessity to hire many more employees:

False

Customer service requirements placed on employees should:

Be clear in job descriptions and covered during performance evaluations

The majority of individuals who are asked to become first-line supervisors are chosen for supervision because:

They have proven to be capable and reliable workers

The typical supervisory job is a nearly constant exercise in coordinating and controlling:

True

Patients are most likely to complain about the medical care they receive far more than about food or noise or other non-clinical concerns:

False

Unity of command presently means that for each task to be done, the employee who does it is directly accountable to someone:

True

Functional plans are concerned with:

The workings of an organizational unit or department

The first-line supervisor will often find it necessary to cope with the opposing forces of higher management's expectations and the workers’ needs:

True

Many workers accept promotion to supervision because they feel obligated to accept what is offered to them:

True

As a supervisor you must enforce orders from your superiors, even when these orders don't seem sensible or fair to you or to your subordinates:

True

A supervisor's effective span of control is determined or strongly influenced by:

All of the above

There is never a justifiable instance in which a written policy may be ignored:

False

While rank-and-file employees will usually fear the changes that may accompany a reengineering effort, most supervisors welcome the prospect of change:

False

Poorly worded, unfair, or illogical policies can lead to:

All of the Above

During the decades preceding the advent of managed care, the acute-care hospital was generally seen as the center of the health care system:

True

It is rarely if ever fully appropriate to consider the use of outside consultants in reengineering:

False

Any job description can be considered in the process of becoming outdated as soon as it is published:

True

A successfully completed reengineering effort:

Leaves more time for productive work

One effect of the managed care revolution has been to force large health care systems to break up into smaller, independent units:

False

For a supervisor's job description, the “scope of authority” will ordinarily include:

The extent to which the supervisor can make decisions without consulting superiors

Workers' Compensation claims have been declining in recent years, so it has been possible to reflect this decline in the appropriate policies:

False

An appropriate performance standard does not:

Set the required job output at maximum level of attainment to motivate employees

Successful reengineering requires:

Imaginative thinking in redesigning systems

The majority of hospital mergers have occurred because of:

A weakening financial position of one or both hospitals

Regardless of organization size, most mergers have been regarded by all concerned as an equitable combination of equals:

False

The Americans with Disabilities Act (ADA) forces employers to make changes in the work environment to accommodate persons with disabilities:

True

Reengineering requires intense concentration on present methods with a view toward making them more efficient:

False

Many policies are deliberately written in non-specific terms to allow room for broad interpretation:

False

Overall, a job description can be considered:

A versatile document that can be put to several productive uses

Policies reflect the mission and values of the organization and are made more specific by procedures:

True

Performance standards are used to tell employees how well they must do their work:

True

Job descriptions and performance evaluations are both requirements set forth in state labor law:

False

The “summary statement” on a job description necessarily conveys the qualifications sought in those who apply for the job:

False

Reasonable accommodation under the Americans with Disabilities Act is limited to making existing physical facilities accessible:

False

It is necessary for a job description to include as much detail about job performance as possible:

False

Most of the problems and issues to be faced in merging two organizations into one are clearly evident to the executives and trustees who decide to merge:

False

In job description and performance evaluation terminology, “average” and “standard” have the same meaning:

False

Job descriptions should be regarded as contracts between employees and employers, and they are often interpreted this way when disputes arise:

True

For maximum effectiveness, policies must be publicized as well as published:

True

Most employees know fully what is expected of them with or without job descriptions, so job descriptions are mostly an external requirement:

False

The single most important characteristic of policy application or interpretation is consistency:

True

When reengineering, it is always best to first reengineer a single department to use as a model for other departments:

False

The job description summary statement does not include:

The name of the job's supervisor or manager

In many instances the first step on the path to the creation of merged organizations was the sharing of certain services:

True

The two primary uses of a job description are performance evaluation and employee training:

False

When there are no policies:

Many managers resort to management by crisis

For reengineering to stand the best chance of success it is advisable to approach all steps carefully, extending the effort over as long a time as practical:

False

A minimum two-level pass–fail scale is the preferred scale for assessing performance on evaluations:

False

A job description conveys to the employment recruiters the required minimum qualifications for the particular job:

True

Corporate culture issues must be examined in advance of a merger because they can sometimes indicate whether a particular proposed combination will or will not work:

True

When a supervisor's territory is expanded via merger, the supervisor must then:

Both become more of a manager and less of an occasional worker, and strive to treat all employees equally

Policies are:

Guidelines established for pursuing goals and shaping behavior.

Degrees of independence in job descriptions are expressed for the purpose of:

Advising whether the job includes any supervisory or administrative functions

Which of the following is not a significant error that can derail a reengineering undertaking:

Engaging an outside consultant because of internal political considerations

The reporting-relationships section of the job description identifies by name the individual to whom the person in this job will report:

False

The increased scope of the supervisor in a merged organization brings changes in how the supervisor functions, including more time spent managing:

True

Reengineering, downsizing, and reorganizing are all essentially the same process:

False

In many merger situations, management salaries are a source of considerable savings:

True

Job descriptions are primarily for nonexempt positions; most exempt positions do not require them:

False

Without performance standards employee evaluations are necessarily highly subjective and can lead to charges of discrimination:

True

Successful reengineering eliminates much monitoring, checking, waiting, etc., leaving more time for doing productive work:

True