ACHE Message Boards

The service excellence culture is constructed by:

1. Selection, by training all managers, and reinforcement of organizational values.
2. The organization’s CEO deciding the organizational values.
3. The governing board using a checklists to determine service excellence culture.
4. Listening to stakeholders and community leaders to develop a excellence culture.

Answer A

Page 111, Griffith and White

Which of the following activities is involved in the Strategic response system:

A.  Meeting the needs of patients

B.  Negotiating with stakeholders

C.  Contingency planning

D.   Materials management

Answer: B (Slide 7, Powerpoint presentation)

The Servqual approach identifies five dimensions of customer response including:

A. reliability, assurance, responsiveness, empathy and tangibles.

B. reliability, evaluation, assurance, empathy and tangibles.

C. reliability, evaluation, assurance, empanty and responsiveness.

D.  reliability, experiences, benchmarks, empathy and responsiveness.

answer:  A.  source:  "The Well-Managed Heathcare Organization" , chapter 4, p. 137.

Measures of Management include all but which of the following:

A.        Productivity

B.        Quality

C.        Return on investments

D.        Customer Satisfaction

Answer:  C. Power Point Presentation, White, Kenneth, Ph.D., FACHE

Identify a function of the "c suite"

1. daily operations

2. staffing

3. encourage and motivate

4. budget modifications

Answer 3. Although 4 is possible, it is not the best answer.

 Thanks, Allyson

How do managers achieve an organized response to build consensus about the organization' s mission, vision, and values?

1. Monitor culture to ensure quality and safety
2. Hold front line employees accountable
3. Use zero-based budgeting
4. Schedule strategic planning retreats every 5 years
5. Obtain copies of competitor's financial statements

Answer - 1.  Source - PowerPoint presentaion - week 12 Management.

Respect for individuals, responsiveness to questions, freedom from blame, honesty & respect for the scientific process are part of an organizational culture that helps form:

A)  Quality

B)  Pillars of Care

C)  Service Excellence

D)  Organizational Mission

Answer:  C   Source:  The Well Managaed Healthcare Organization  Page, 111