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Police Administration > Chapter 7 Organizational Performance Assessment And Evaluation > Flashcards

Chapter 7 Organizational Performance Assessment And Evaluation Flashcards

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

Assessment and evaluation

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2
Q
  1. Accreditation represents a reduction in…
A

agency risk, and liability exposure.

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3
Q
  1. Disadvantages of accreditation include the possibility that some officers will view it…
A

as a threat.

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4
Q
  1. The completion of an appraisal with respect to an object or activity.
A

Assessment

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5
Q
  1. Through assessment police agencies observed the object or activity in question and offer a:
A

Value neutral description of it.

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6
Q
  1. An evaluation thus summarizes the assessment’s findings and assigns…
A

a value to the performance assessed.

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7
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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8
Q
  1. Process through which an organization repeatedly assesses the effectiveness of policies and procedures established for achieving key objectives.
A

Continuous improvement

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9
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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10
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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11
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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12
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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13
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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14
Q
  1. Through continuous evaluation 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. MANAGERS identify operations that must be implemented, altered, or discarded to enhance performance through:
A

Assessment and evaluation.

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16
Q
  1. POLICE AGENCY PERSONNEL have the responsibility to identify operations within their organization that…
A

need to be changed.

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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 they serve.

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19
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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20
Q
  1. Two very different manifestations of performance
A

Efficiency and effectiveness

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21
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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22
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

23
Q
  1. Before they can begin to evaluate a police agency’s performance, managers 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, number of service minutes allotted per call, and crime statistics are terms often used to measure this.
A

Efficiency

27
Q
  1. In a police agency, what may manifest itself as “doing more with less”?
A

Efficiency

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

“Doing more with less”

29
Q
  1. Efficiency is almost always about:
A

Numbers and easily measurable results.

30
Q
  1. The degree to which objectives are achieved and extent to which targeted problems are resolved.
A

Effectiveness

31
Q
  1. Efficiency is measured against the:
A

Consumption of labor, money, and time.

32
Q
  1. Because effectiveness is often subjective, it is more difficult to measure then:
A

Efficiency

33
Q
  1. In For profit companies, effectiveness is often gauged by levels of…
A

customer satisfaction.

34
Q
  1. Whereas efficiency means “doing the thing right,” effectiveness means:
A

“Doing the right thing.”

35
Q
  1. Another reason effectiveness is more difficult to assess than efficiency is the conflicting desires among…
A

stakeholders

36
Q
  1. The time it takes to respond to a call for service is a measure of:
A

Efficiency

37
Q
  1. Unlike efficiency, effectiveness is determined without reference to:
A

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

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

40
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.

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

Accredited agencies

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. In a police agency, serving customers means…
A

meeting public needs.

48
Q
  1. Segmenting police services-putting them into groups based on specific criteria-can help…
A

police agencies improve the quality of those services.

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. 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.
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

Police Administration (12 decks)

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