CHAPTER 14

Question 1

Used to describe HR metrics such as turnover and employer engagement in the workforce.

Answer 1

WORKFORCE ANALYTICS

Question 2

An evidence-based approach for making better decisions about employees and HR policies, using a variety of tools to report HR metrics and to protect outcomes of HR programs.

Answer 2

HR ANALYTICS

Question 3

5C model of HR compliance:

Answer 3

1. COMPLIANCE
2. CLIENT SATISFACTION
3. CULTURE MANAGEMENT
4. COST CONTROL
5. CONTRIBUTION

Question 4

3 methods of measuring client satisfaction:

Answer 4

1. INFORMAL FEEDBACK
2. SURVEYS
3. CRITICAL INCIDENT METHOD

Question 5

Method of measuring client satisfaction where people can simply be asked if they are satisfied with the service.

Answer 5

INFORMAL FEEDBACK

Question 6

Method of measuring client satisfaction used to solicit feedback confidentially, anonymously, and from a large number of stakeholders.

Answer 6

SURVEYS

Question 7

Method of measuring client satisfaction where clients are asked to describe a situation in which the HR department provided assistance.

Answer 7

CRITICAL INCIDENT METHOD

Question 8

3 problems with measuring client satisfaction:

Answer 8

1. HIGH EXPECTATIONS OF CLIENTS
2. CONFLICTING EXPECTATIONS
3. PROFESSIONAL AFFILIATIONS

Question 9

Perceptions or opinions about organizational characteristics.

Answer 9

ATTITUDES

Question 10

5 measures of employee attitudes:

Answer 10

1. SATISFACTION
2. MOTIVATION
3. COMMITMENT
4. ADVOCACY
5. ENGAGEMENT

Question 11

3 attitudes of an engaged employee according to Hewitt:

Answer 11

1. SAY
2. STAY
3. STRIVE

Question 12

3 ways to reduce labor expenses by reducing the size of labor force:

Answer 12

1. TECHNOLOGY
2. OUTSOURCING
3. DOWNSIZING

Question 13

Results achieved compared to resource inputs.

Answer 13

EFFICIENCY

Question 14

2 ways of measuring contributions:

Answer 14

1. FINANCIAL MEASURES
2. MEASURES OF MANAGERIAL PERCEPTION OF EFFECTIVENESS

Question 15

ROI

Answer 15

RETURN ON INVESTMENT

Question 16

ROE

Answer 16

RETURN ON EQUITY

Question 17

3 ways of measuring HR practices:

Answer 17

1. ACTIVITY-BASED MEASURES
2. COSTING MEASURES
3. CLIENT SATISFACTION

Question 18

A measure of HR practices based on the number of employees completing the training; the number of employees hired.

Answer 18

ACTIVITY-BASED MEASURES

Question 19

Measure of HR practices based on the cost of the training program; the cost per hire.

Answer 19

COSTING MEASURES

Question 20

Measure of HR practices based on if the manager has problem solved; the HR department changed an employee’s benefits information quickly.

Answer 20

CLIENT SATISFACTION

Question 21

3 ways to prove added value:

Answer 21

1. COST-BENEFIT ANALYSIS
2. UTILITY ANALYSIS
3. BENCHMARKING

Question 22

The relationship between the costs of a program and its benefits.

Answer 22

COST-BENEFIT ANALYSIS

Question 23

A method of determining the gain or loss that results from different approaches.

Answer 23

UTILITY ANALYSIS

Question 24

A process that can enhance organizational performance by establishing standards against which processes, products, and performance can be compared and improved.

Answer 24

BENCHMARKING

Question 25

Hard costs that can be measured by expenditures.

Answer 25

DIRECT COSTS

Question 26

Soft costs whose value can be estimated but not measured easily by financial expenditures.

Answer 26

INDIRECT COSTS

Question 27

A measurement method that assesses progress against plan.

Answer 27

AUDIT

Question 28

A balanced set of measures to show contribution to organizational performance.

Answer 28

BALANCED SCORECARD