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Chapter 07 Flashcards

1
Q
  1. Powerful tools that can help police agencies continually enhance their performance and adapt to the inevitable changes that make work challenging.
A

Assessment and evaluation

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3
Q
  1. Accreditation represents a reduction in…
A

agency risk, and liability exposure.

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4
Q
  1. Through assessment police agencies observe the object or activity in question and offer a…
A

Value neutral description of it.

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5
Q
  1. Disadvantages of accreditation include the possibility that some officers will view it…
A

as a threat.

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6
Q
  1. The completion of an appraisal with respect to an object or activity.
A

Assessment

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7
Q
  1. An evaluation thus summarizes the assessment’s findings and assigns…
A

a value to the performance assessed.

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8
Q
  1. Process through which an organization repeatedly assesses the effectiveness of policies and procedures established for satisfying customers/achieving key objectives.
A

Continuous improvement

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9
Q
  1. An examination or deliberation to decide the quality, value, criticalness, scope, or necessity of a service or activity.
A

Evaluation.

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10
Q
  1. Because police agencies exist to serve customers, customer satisfaction ought to be a key agency objective, and should be the driving force behind the…
A

Agency’s goals and objectives as well as it’s performance improvement efforts.

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11
Q
  1. To meet and exceed the demands of their internal and external customers, police agencies must be committed to:
A

Continuous improvement

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12
Q
  1. Continuous evaluation: the process by which an organization, on an ongoing basis, measures…
A

actual performance outcomes against intended outcomes to identify and close gaps.

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13
Q
  1. Continuous evaluation compliments continuous improvement process by enabling agency leaders to identify gaps between desired and actual performance with an eye towards changing…
A

behaviors, policies, or procedures as needed to close those gaps.

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14
Q
  1. If actual outcomes fall short of intended outcomes…
A

Agency personnel launch change initiatives to close the gap.

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15
Q
  1. The method used by MANAGERS to identify operations that must be implemented, altered, or discarded to enhance performance.
A

Assessment and evaluation.

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16
Q
  1. They have the responsibility to identify operations within their organization that need to be changed.
A

police agency personnel

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17
Q
  1. Agency managers must always keep in mind that improving performance means…
A

delivering better service to customers.

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18
Q
  1. When police and customer expectations conflict, the only way to strike a balance is to..
A

foster open communication between police and members of the community.

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19
Q
  1. Continuous improvement through assessment, along with continuous evaluation, positions a police agency to…
A

make the changes needed to improve its performance.

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20
Q
  1. Two very different manifestations of performance.
A

Efficiency and effectiveness

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21
Q
  1. In agencies that have adopted a community policing strategy, police assess performance, identify needed change initiatives, and manage initiatives using input not only from …
A

managers and line officers but also from customers.

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22
Q
  1. This can help foster open communication between police and members of the community they serve.
A

A community policing strategy.

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23
Q
  1. Before managers can begin to evaluate a police agency’s performance, they must…
A

identify desirable outcomes.

24
Q
  1. Efficiency is a comparison of what is actually produced or performed with what can be achieved with:
A

the same consumption of resources.

25
Q
  1. Efficiency is an important factor in determination of…
A

productivity

26
Q
  1. In a police agency, response time, number of call backs, service minutes allotted per call, and crime stats are terms used to measure…
A

Efficiency

27
Q
  1. Who must determine whether they want to strive for both efficiency and effectiveness or one is more important at a particular time or circumstances?
A

Agency managers

28
Q
  1. Speeding up response time after reduction in staff or resources is an example of efficiency manifesting itself as:
A

“Doing more with less”

29
Q
  1. In a police agency, what may manifest itself as “doing more with less”?
A

Efficiency

30
Q
  1. Efficiency is almost always about:
A

Numbers and easily measurable results.

31
Q
  1. Efficiency is measured against the:
A

consumption of labor, money, and time.

32
Q
  1. The degree to which objectives are achieved and extent to which targeted problems are resolved.
A

Effectiveness

33
Q
  1. Because effectiveness is often subjective, it is more difficult to measure then:
A

Efficiency

34
Q
  1. In For profit companies, effectiveness is often gauged by levels of…
A

customer satisfaction.

35
Q
  1. Whereas efficiency means “doing the thing right,” effectiveness means:
A

“Doing the right thing.”

36
Q
  1. Another reason effectiveness is more difficult to assess than efficiency is the conflicting desires among…
A

stakeholders

37
Q
  1. Unlike efficiency, effectiveness is determined without…
A

reference to costs.

38
Q
  1. Agency administrators foster persistent durability by creating:
A

structures, processes, and systems for transferring knowledge between seasoned and new personnel.

39
Q
  1. The time it takes to respond to a call for service is a measure of:
A

Efficiency

40
Q
  1. Outstanding performance means completing assignments and such away that…
A

stakeholders’ needs are met and officers need not make a return call.

41
Q
  1. Persistent durability: when such officers are promoted in these ways, they share their knowledge with:
A

lower-level officers–further preserving the approaches that previously enable the agency to succeed.

42
Q
  1. Agency administrators put in place a succession plan to ensure that all sworn officers have the opportunity to…
A

rise in the ranks and assume administrative roles.

43
Q
  1. One of the most prevalent difficulties faced by police agencies today is an agency’s defense against:
A

lawsuits and complaints.

44
Q
  1. Because there are documented standards, any agency performing at a higher level can rightfully call itself:
A

exceptional

45
Q
  1. The purpose of accreditation is to create and maintain…
A

excellent public safety service delivery.

46
Q
  1. Means treating all customers (no matter who they are) with respect, fairness, courtesy, and civility.
A

Ethical service delivery

47
Q
  1. These agencies have proven better able to defend themselves against allegations of misconduct and lawsuits.
A

Accredited agencies

48
Q
  1. In a police agency, serving customers means…
A

meeting public needs.

49
Q
  1. One of the most prevalent difficulties faced by police agencies today is an agency’s defense against:
A

lawsuits and complaints

50
Q
  1. Accreditation plays an important role in a police agency’s:
A

assessment, evaluation, and performance improvement efforts.

51
Q
  1. Accreditation ensures a police agency meets minimum standards regarding:
A

policies, operating procedures, employee knowledge, documentation, and community interaction.

52
Q
  1. Segmenting police services-putting them into groups based on specific criteria-can help…
A

police agencies improve the quality of those services.

53
Q
  1. In a police agency, serving customers means:
A

meeting public needs.

54
Q
  1. Putting police services into groups based on specific criteria.
A

segmenting police services

55
Q
  1. Police services can be grouped based on the following criteria:
A

– Customer type served.– Service delivery method.– Service delivery location.– Service deployment hours.– Service process type.

X Final Review Decks (12 decks)

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