Chapter 4: Leading the FM Department Flashcards
Conducting market research, promoting services, keeping customers informed, and evaluating service delivery are all steps in forming a(n):
A. Marketing plan
B. Annual budget
C. Service policy
D. Reception center
A. Marketing plan.
New organizations that emphasize teamwork and matrix structure share information:
A. Through pre-approved lines of the matrix
B. Within teams and through the chain of command
C. Simultaneously in as many places as is needed
C. Through monthly or quarterly team meetings
C. Simultaneously In as many places as is needed.
Leaders who rely on teaching, mentoring, and coaching to elevate their followers’ desires and goals are exercising:
A. Transforming leadership
B. Transactional leadership
C. Communication-based leadership
D. Directional leadership
A. Transforming leadership:
A system of reducing costs that involves billing staff and services directly to others is called the:
A. Chargeback system
B. Pay as you go system
C. Fixed fee system
D. Standardized billing system
A. Chargeback system.
Solutions that adapt well to reality of constant change are:
A. Sound
B. Hardy
C. Robust
D. Vigorous
C. Robust.
All of the following are desirable characteristics of leaders except:
A. Aggressiveness in promoting workers
B. Conformity with other managers
C. Autocratic mindset
D. Strong commitment to service
C. Autocratic mindset.
The key to winning support for a vision is to:
A. Eliminate competing interests
B. Link it to the greater good
C. Budget for retraining
D. Use a bonus system
B. Link it to a greater good.
When collecting information from customers, the best policy is to collect:
A. As much information as possible
B. The least amount necessary to act
C. Only information that is volunteered
D. Whatever seems appropriate at the moment
B. The least amount necessary to act.
The management system that involves teamwork and coordination between departments is:
A. Daily management
B. Strategic management
C. Management by policy
D. Cross-functional management
D. Cross-functional management.
Which of Dr. Springer’s 14 steps to managing change and planning excellence addresses the fact that facilities departments get frustrated when issues seem to affect other factors that are not considered “facility management concerns”?
A. Uniqueness
B. Purpose
C. Systems
D. Challenging assumptions
C. Systems.
Companies should have regular reviews and evaluations of their ethical policies and make changes in order to:
A. Remind employees of ethical issues
B. Keep them relevant
C. Make them less strict
D. Comply with regulations
B. Keep them relevant.
In terms of developing a marketing plan, knowing the characteristics and needs of your customers is known as:
A. Conducting market research
B. Promoting services
C. Keeping customers informed
D. Evaluating service delivery
A. Conducting market research.
Which of the following is not included in the quality customer service formula for pride?
A. Training
B. Transparency
C. Communications
D. Caring
B. Transparency.
