Chapter 4: Strategic Planning, Management, and Evaluation

Question 1

What the organization strives to be; a statement of a desirable future

Answer 1

Vision

Question 2

What the organization does to move toward the vision.

Answer 2

Mission

Question 3

What the organization stands for, believes in; guiding principles for service delivery

Answer 3

Values

Question 4

Specific outcomes to be achieved by departments, divisions, and individuals

Answer 4

Goals

Question 5

Specific short-term steps to help achieve the goals; a strategic to-do list

Answer 5

Tactics

Question 6

Quantitative or qualitative indicators of progress.

Answer 6

Measures

Question 7

____ setting is a powerful tool for motivating a work team.

Answer 7

Goal

Question 8

A ____ is a target that defines an outcome to be achieved.

Answer 8

goal

Question 9

Two useful tools for working with employees to set strategic goals are ____ and ____.

Answer 9

VISTA and SMART

Question 10

Acronym for VISTA

Answer 10

Visualized
Inspirational
Specific
Time Bound
Assessable

Question 11

Acronym for SMART

Answer 11

Specific
Measurable
Attainable
Relevant
Timely

Question 12

VISTA: The first step in creating goals is to ____ the outcome.

Answer 12

visualize

Question 13

VISTA: The second step is to make the visualized outcome ____.

Answer 13

inspirational

Question 14

VISTA: The third step is to make the visualized and inspirational outcome ____ by adding details about what is expected.

Answer 14

specific

Question 15

VISTA: The fourth step is to set a ____ for achieving your outcome.

Answer 15

deadline

Question 16

VISTA: The final step is to establish ____ to gauge progress toward the outcome.

Answer 16

measures

Question 17

A goal that includes something you can count is ____.

Answer 17

assessable

Question 18

Your goal as a supervisor is to provide structure and ____ to your team’s work.

Answer 18

order

Question 19

One approach to providing structure is the “____” for continuous improvement.

Answer 19

plan-do-check-act

Question 20

Also called the ____, the plan-do-check-act cycle was created by Dr. W. Edwards Deming to ensure quality control and high performance in the workplace.

Answer 20

Deming Wheel

Question 21

____ involves setting priorities in relation to the organization’s vision.

Answer 21

Strategic planning

Question 22

____involves breaking a strategic plan into specific steps to accomplish work.

Answer 22

Operational planning

Question 23

Breaking plans down into ____will make the activities more manageable for you and your staff.

Answer 23

bite-size pieces

Question 24

____ is a habit you can and should develop.

Answer 24

Planning

Question 25

____ is an ongoing effort to improve products, services, or processes.

Answer 25

Continuous improvement

Question 26

____ helps you get the work done by empowering your employees.

Answer 26

Delegation

Question 27

Encouraging employees to stretch their abilities boosts ____ as you demonstrate your trust in them.

Answer 27

morale

Question 28

____ involves monitoring progress, evaluating effectiveness, and rethinking approaches to getting the work done based on initial results.

Answer 28

Checking

Question 29

Good supervisors regularly ask ____ questions to monitor progress and evaluate effectiveness.

Answer 29

strategic

Question 30

Good supervisors also ask ____ questions more frequently to monitor short-term programs and make interim adjustments.

Answer 30

operational

Question 31

Effective supervisors regularly assess work progress and ____.

Answer 31

quality

Question 32

____ helps achieve continued high performance.

Answer 32

Continuous improvement

Question 33

____ involves focusing on performance outcomes rather than specific work processes or approaches.

Answer 33

Checking

Question 34

____ means asking the right questions and coaching the employee to do that task as well as you once did it.

Answer 34

Supervising

Question 35

Good supervisors make ____ a regular practice for themselves and their team.

Answer 35

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