Page 1 of 32 1 WGU C429 OPERATIONS MANAGEMENT EXAM LATEST 2024 -2025 COMPLETE 200 QUESTIONS AND DETAILED CORRECT ANSWERS ALREADY GRADED A+ The notion that the organization can rely on an individual or team to fulfill a specific, prearranged expectation - ANSWER -Agency or accountability Associate s anticipate and meet or exceed customer needs and expectations on the basis of the mission and values - ANSWER -Service excellence Relies heavily on formal process specification and performance measurement - ANSWER -
Evidence -based management Formally established expectations that define the normal steps or processes in the care of a clinically related group of patients at a specific institution - ANSWER -Patient care protocols or guidelines These determine how functional elements of care are c arried out - ANSWER -Functional protocols establishing and maintaining effective relationships with all stakeholders, and adapting the HCO to the needs of its community - ANSWER -Boundary spanning Page 2 of 32 2 maintaining a detailed fact base about the organization, in cluding performance measures, benchmarks, and work processes, and making that fact base accessible to associates through training and communication - ANSWER -Knowledge management identifying and integrating the contribution and goals of each HCO component - ANSWER -
Accountability and organizational design continually analyzing and improving all work processes, following a systematic cycle of measurement, opportunity identification, analysis, trial, goal setting, and training for implementation - ANSWER -Cont inuous improvement Knowledge management is sometimes called the _____________________ or the source of truth for the organization - ANSWER -data warehouse Six dimensions of measurement that include three measures of inputs or resources and three measures of outputs or results - ANSWER -Operational measures or operational scorecards Four dimensions of measurement (finance, operations, customer relations, and learning/human resources) appropriate for service lines or the HCO as a whole - ANSWER -strategic mea sures or strategic scorecard Page 3 of 32 3 A reporting and communication system that links each operating unit to the governing board, usually by grouping similar centers together under middle management - ANSWER -
Accountability hierarchy The best -known value for a spe cific measure, from any source - ANSWER -Benchmark Result of comparing actual outcome against goal and goal against benchmark; also arise from qualitative assessments, including listening - ANSWER -Opportunities for improvement (OFIs) A group that analyzes processes and translates OFIs to actual performance improvement - ANSWER -Process improvement team (PIT) The underlying factors that must be changed to yield consistently better outcomes - ANSWER -
Root causes A formal coordinating structure composed of re presentatives from all major activities or activity groups; the PIC's first job is to prioritize the OFIs - ANSWER -Performance improvement council (PIC) A systematic response to a specific stakeholder need - ANSWER -Strategy Page 4 of 32 4 The set of decisions about mission, ownership, scope of activity, location, and partners that defines the organization and relates it to stakeholder needs - ANSWER -Strategic positionin g Safeguards the assets of the organization - ANSWER -Strategic protection Leadership under this culture has five functions: - ANSWER -Promote shared values by establishing, disseminating, and modeling attractive mission, vision, and values. Empower asso ciates so that they feel they can change their work environment to improve mission achievement. Listen responsively to associates so that their needs are met and the responses model the organization's values. Support service excellence that helps delig hted associates delight patients. Celebrate and reward success. Critical Issues in Cultural Leadership - ANSWER -Creating the best place to give care in order to be the best place to get care. Listen to associates, identify what they need to fulfill the mission, and provide it.
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