Ch. 13 Productivity & Accountability

Question 1

Being responsible or liable for actions taken
- System of checks and balances to achieve & maintain individual & social responsibility
- Includes a sense of duty to ensure that the proper services and goods are provided and individuals are treated fairly

Answer 1

Accountability

Question 2

Accountability includes a variety of performance measurements:

Answer 2

• Productivity measures
• Financial performance
• Human resources (job safety, satisfaction, sick leave or overtime usage)

Question 3

Businesses & organizations are accountable to __________, which include:
- Employees
- Customers
- Vendors
- Financial Backers

Answer 3

Constituencies

Question 4

Accountability:
_________ are entitled to:
- Safe and harassment-free workplace
- Fair wages
- Equitable treatment

Answer 4

Employees

Question 4

Accountability:
_________ are entitled to:
- Products that perform as advertised
- Safe products

Answer 4

Customers

Question 5

Accountability:
_________ are entitled to:
- Timely payments

Answer 5

Vendors

Question 6

Accountability:
_________ are entitled to:
- Reasonable return on investment
- Taxpayers are entitled to safety and quality

Answer 6

Financial Backers

Question 7

The end user of the organization’s product/service (e.g. patients in a hospital)

Answer 7

External customers

Question 8

The individuals within the organization who provide service to external customers (e.g. doctors and nurses who care for patients)

Answer 8

Internal customers

Question 9

Agency or other organization given oversight to protect the public

Answer 9

Professional/accrediting agencies

Question 10

The measurement of the relationship between outputs or products and inputs such as time, money, labor, and raw material

Answer 10

Productivity

Question 11

Productivity can be measured:

Answer 11

Quantitatively
Qualitatively
In terms of outcomes

Question 12

Type of productivity measure that focuses on the quantity of the product produced
- Number of items produced, services completed, or customers served
- Time required
- Labor used
–> calculate labor minutes per tray
- Cost of material

Answer 12

Quantitative Measure

Question 13

Type of productivity measure concerned with the accuracy and quality of what is produced
For patient trays, these include
- Taste
- Temperature
- Appearance
- Neatness
- Accuracy

Answer 13

Qualitative Measure

Question 14

A type of productivity measure that determines whether the product did what it was supposed to
- Changes in health outcomes after nutrition counseling
- Birth weight of infants of mothers on WIC
- Sensory characteristics & safety of food

Answer 14

Outcome Measures

Question 15

In hospitals: number of beds with patients in them for a 24-hour period

Answer 15

Occupied beds

Question 16

In hospitals: a measure that mathematically adjusts the actual number of occupied beds to reflect the work done in the hospital for patients who are not admitted for a 24-hour period

Answer 16

Adjusted occupied beds

Question 17

In foodservice: may be defined as an entrée, a starch, an accompaniment, and a dessert; number prepared/served often used to measure productivity of cooks

Answer 17

Meals

Question 18

In foodservice: measure of productivity defined as the amount of all food sales divided by the average cost of a meal at that facility

Answer 18

Meal equivalent

Question 19

The information gathered when determining productivity can be used for:

Answer 19

• Determination of staffing needs
• Monitoring adjustment to changes in work processes
• Quality management

Question 20

Part of the evolution of accountability.
Looks at the overall quality of the organizations’ production, rather than the quality of what each of its parts produces

Answer 20

Quality Management

Question 21

method to determine if the products meet minimum standards of acceptability

Answer 21

Quality Control (QC)

Question 22

process of identifying and solving problems within department or area of an organization

Answer 22

Quality Assurance (QA)

Question 23

process of identifying areas in a department that can be strengthened & working to make those improvements

Answer 23

Continuous Quality Improvement (CQI)

Question 24

the application of quality management processes throughout the organization; includes working on problems/ strengthening areas that cross departmental lines

Answer 24

Total Quality Management (TQM)

Question 25

Quality Management Approach
Systematic approach for CQI aimed at:
- Increases quality & decreases costs
- Eliminate steps that do not add value (streamlining processes)

Answer 25

Lean management

Question 26

Quality Management Approach
Japanese word for “good change” or continuous improvement

Answer 26

Kaizen

Question 27

Quality Management Approach
CQI approach to identify defects and minimize variability

Answer 27

Six Sigma

Question 28

Shows effectiveness of intervention
Improves potential for reimbursement from insurers
Can justify continued federal funding
Evolving –> enhanced with use of electronic health record (EHR)

Answer 28

Outcome Data

Question 29

The practice of measuring an organization’s performance and productivity against standards, either internal or external

Answer 29

Benchmarking

Question 30

Process of comparing an organization’s current data with its own past records to determine current performance compared to past performance
- Variations alert the manager to changes and potential problems
- Patterns and trends can help guide changes

Answer 30

Internal Benchmarking

Question 31

Process of comparing performance and productivity with those of other comparable organizations to determine whether it is performing at, above, or below the industry standard
Obstacles:
- Finding comparable organizations for comparison
- Competitive nature of business

Answer 31

External Benchmarking