HCM EXAM 1

An organization's mission is:

its purpose

Employee engagement is

employee motivation and commitment to the organization

Organizational culture is

beliefs, values, and behaviors of the organization

An approach to replace managers who leave the organization

succession planning

What are included in the external domain of health care management?

community relations, HC policies, insurance companies, competition

What is mentoring?

aspiring leaders learning from senior managers

Name some leadership competencies

networking, motivating, strategy

What is self-regulation?

ability to reflect, adapt to change, and say no to impulsive urges

Managers who promote work-life balance focus on:

well-being, accomplishments, leisure, family

Which theory focuses on flexible leaders who can overcome challenges?

Adaptive leadership

A managers role in the engagement process:

understanding needs, recognition, creating a happy work space, etc.

What do engaged health care workers look like?

model good behavior, loyal, productive, provide good patient care

Examples of extrinsic rewards

salary, pay raise/promotion, benefits

Name the contemporary leadership models

EI, Authentic, Servant, Resilient, Discursive, Emerging

Millenial characteristics

Idealistic, values instant gratification, team-oriented

Gen X characteristics

Values time and flexibility, loyal, self-reliant

Traditionalist

Respect for authority, values sacrifice, loyal to employer

Why do HC managers study org behavior?

to effectively work with and influence employees to attain organization goals

What has the greatest impact on how a person responds toward a situation?

the persons perception of the situation

What is a bias?

errors in judgment

What is a managers role in the strategic planning process?

monitor trends, know and support the strategy, communicate to team

What is an organizational dashboard?

a visual reference to monitor a strategic plan

Who should provide input into a strategic plan?

EVERYONE

T or F: Strategic planning is dynamic.

TRUE

Name different ways to segment a market:

Demographic, geographic, psychographic, situational, behavioral

Attractive health care markets should be:

measurable, accessible, durable, and actionable

What is Cause-related marketing?

links a for-profit company and its offerings to a societal issue

In order to satisfy a customers needs you must deliver what?

VALUE

What are the 4 Cs of the marketing mix?

Co-creation, currency, communal activation, and conversation

What is PDCA?

Plan-Do-Check-Act

What does a fishbone diagram do?

identifies and organizes the possible cause for a problem

To improve quality, CQI focuses on:

Process

What is Six Sigma?

A process improvement tool that employs DMAIC

What is misuse?

The right service is provided badly and a complication occurs

"Lean" does what?

reduces waste