Management Flashcards
Functions of management
POS-DCE
Plan, organize, staff, direct, control/evaluate
Policy and procedures are part of which mngmt function?
Planning
SWOT analysis is part of?
Strategic planning
Meals/labor hour in acute care conventional
3.5 meal/labor hr
Meals/labor hour in school cafeteria
13-15 meal/labor hr
absolute FTE vs adjusted FTE
absolute - productive hours
adjusted - considered benefit/off days
FTE calculations
FTE/day labor hours/8hr
FTE/week labor hours/40hr
FTE/year labor hours/2080hr
Actual number of employees needed calculation
full time positions x 0.55 = relief workers needed (add to full time)
Hospital food service relief workers can cover?
days off for 2.5 full-time workers
Occurrence samples
work simplification tool
determines % of time working/idle
Cross charts
work simplification tool
equipment placement, movements between
Meals per labor hour equations
meals per hour = #meals / #hours worked
meals per week = #meals / (#FTE x 40)
meals per day = #meals / (#FTE x 8)
Labor turnover rate equation
#separated / total positions x 100 goal is low
What direction is chain of command
downward, Dept. head at top
Purpose of diagonal communication
minimizes time and effort
each department requests from main purchaser
Maslow basic and higher needs
Basic- physical and security. Meet first
Higher - social, esteem, realization, these are morivators. Job enrichment!
Herzberg’s two factors
Maintenance- meet first
Motivators- job enrichment, accomplishment
MacGregors theories
X - dislike work, negative, autocratic leadership
Y - like work, participative leadership
Hawthorne studies
Involved people are more productive
Due to special attention
Placebo effect
Mayo
Expectancy theory
Beer vroom
Performance leads to reward
Is the reward attractive
Path-goal
Autocratic leader
Demanding
Good in crisis
Participative leader
Best
Share power
Leadership grid
Concern for people and concern for production
Likert conflict management
Participative is best
Unity of commands
Answer to one superior
Theory z
Human relations style of management
Value of company is the people
If affected by decision, help make the decision
Systems approach to management
Consider the whole organization
A change in one part affects many
Leadership style depends on
Situation
Followers
Scientific management
physical
work-centered
efficiency
Management by objectives MBO
democratic
participative
Transactional vs transformational leaders
Transaction - reward/punish, autocratic
Transformation - participative, inspire followers
Organizational change theory
managers are catalyst for change
proactive leaders
see a need make a change
First step in evaluation?
set standard!
Then measure performance and compare to standard
Skills and who needs them:
technical - activity, lower rank
human - interpersonal, all but for sure lower rank
Conceptual - higher ranks
First step of problem solving
Recognize and assess the problem
Nominal group technique:
Delbeqc
structure brainstorming
Rank and vote
Delphi technique
experts
distance
Fish diagram
cause and effect
What causes will get effect we want
Pareto analysis
bar chart with importance of problems
work on biggest bar/problem first
80/20 rule
Is compromise useful?
nope, weak method, not usually best for org
Types of power
Reward Coercive Position/legitimate Expert Referent - how well liked
Management attributes that offer success
bias for action (fix, do, solve)
hands on
value driven
SOP
Standards of Practice
for nutrition care
direct patient care
SOPP
Standards of professional performance
all credentialed professionals
competent behavior in any RD role
Who makes laws for unemployment comp?
states
insurance against loss of income
Who administers workman’s comp?
states
National Labor Relations Act
Wagner Act
created National Labor Relations Board NRLB
pro labor
Taft Hartley Labor Act
amended NLRA
pro management
listed unfair labor practices of unions
What speaks about sexual harassment
Civil Rights Act
What laws are overseen by EEOC?
Civil Rights Act
Equal Employment Opportunity Act
Which act talks about minimum wage, overtime, tolerated time?
Fair Labor Standards Act
What act prohibits pay discrimination based on sex?
Equal Pay Act
Which act talks about child labor laws?
Fair Labor Standards Act
Who is exempt from minimum wage laws?
administrative, executive, professional, salespersons
FMLA
12 weeks unpaid, job-protected leave
What act requires reasonable accommodations?
Americans with Disabilities Act
ADA requires how wide for aisles and doors?
aisles - 36”
doors - 32”
What act requires essential job functions to be listed on job description
ADA
Job analysis
first
collect info for job description
Job description
skills and responsibilities
training and appraisal
Job specifications
duties and qualifications
hiring (who to pick)
no details on what to do or time involved
Work schedule
task and time
Job breakdown
what to do how to do it
no time limits
Job enlargement
similar tasks
alleviate boredom
Job enrichment
upgrade job
motivator
What law prevents asking certain question in interview?
Equal Employment Practice Law
Benefit to structure and unstructured interview
Structured - reduces bias
Unstructured - more participation from applicant
Law requires what type of benefit?
statutory
ensure income in event of unemployment (worker comp)
What act outlawed union closed shops?
Taft Hartley
Union shop
must join after hire
Check-off
union dues come out of pay check
Closed shop
must be union member before hire
Which union activity is illegal in public employment?
closed shop and union shop
Open shop
join or not
Agency shop
pay the fee but do not have to join
Steps in collective bargaining
Bargaining - steward and manager
Mediation - neutral person, decision not binding
Arbitration - binding
Unions can negotiate what?
conditions, vacations, holidays
Unions cannot bargain?
hiring
strategic initiatives
How many votes to change union policy?
50% plus 1
Discipline with union member
follow the contract, written, formal
Steps in disciplinary action
verbal warning
written warning
suspension
dismissal
Best use of performance appraisal?
feedback improving performance
Operating budget
expected income and expenses, forecasting
Cash budget
shows in and out cash
when you have money
Capital budget
facilities, equipment
stuff with returns beyond a year
Traditional budgeting
starts with this year’s expenses and adds inflation
Zero-based budgeting
starts with 0, justify every expense
Fixed budget vs flexible budget
fixed - assumes same level of sales for the year
flexible - assumes varying level of sales due to season, renovation, etc
Performance budget
what it costs to perform an activity
ex: supervise the cafeteria
indirect costs
cost not attached to sales volume
rent, insurance, taxes
direct costs
money related to sales volume
food, china, laundry
semi-variable costs
a little indirect and direct
labor, maintenance
Primary way to control food cost?
menu planning then.... type of service purchasing receiving storage and production (how much can you hold and make)
$ of Edible portion =
EP $/lb = $AP / Edible lb.
Labor cost vs. food cost
labor is less controllable cost
What can you use to measure operational effectiveness?
balance sheet and income statement
Income statement
profit and loss over a period of time
dynamic
Balance sheet
assets and liabilities on one date
static
quick check on $ status
Utilities are what type of cost?
operating
Cash basis accounting
when money actually changes hands
Accrual basis accounting
when money is earned and expenses incurred
not when money changes hands (hospital checks from ins)
Liquidity ratio
ability to pay bills
current assets and liabilities
Turnover ratios shows:
effectiveness of inventory
low outcome means lots of $$ in inventory
high outcome means limited inventory kept
Inventory turnover equation
cost of sales/food / avg inventory cost
Ex: food cost in June / avg inventory
Desirable inventory rate
2-4/month
Net worth ratio
opposite of liquidity
can you pay long term debt, solvency
Daily food cost report equation
food cost / income that day
gives percentage of income spent on food
Food cost per meal equation
$ food per month / # meals per month
Find how much spent on food (inventory 1 - inventory 2 + purchased)
Divide by # of meals
What shows overall financial efficiency?
Profit margin
profit remaining after paying all expenses
Gross profit
sales - COGS
Net profit
sales - ALL expenses
what you have left
Profit margin equation
net profit / revenue
Payback period: what
how long to recoup expenses on new product/service
payback period equation
cost of service / $ saved
$6900 cost of service / $120/week saved = 57.5 weeks to payback
First step in marketing process
identify a need not being filled “niche”
Psychographic segmentation
social class, lifestyle
reason a customer buys an item
Target market
people who have potential to buy your product
Marketing mix
product, place, price, promotion
Breakeven equation given selling price
BE = FC / (SP-VC)
selling less than the answer means lose money
more means you make money
Breakeven equation given sales
BE = FC / 1-(VC/Sales)
Traditional markup (factor pricing)
100/food cost% = markup factor
mark-up factor x raw food cost = selling price
can add 10% to cover hidden costs
Prime cost equation
Raw food cost + labor cost = prime cost
100 / (food cost % + labor %) = markup factor
Selling price = prime cost x markup factor
loss leader
items priced low to draw people in to buy other things at a markup
Why would you use cost of profit pricing method?
ensure a certain profit with each sale
cost benefit vs cost effectiveness analysis
benefit asks should we do this? - is outcome worth the cost of the intervention
effectiveness asks how should we do this? - compares different strategies
audit
retrospective monitoring performance
TQM: name, focus
Total quality management
customer satisfaction focus
FOCUS PDCA
part of TQM find process to improve organize team clarify current knowledge understand causes of variation select process to improve on
plan to improve
do the change
check the results
act to maintain results
Outcome management systems: look at what? goal?
effectiveness - doing the right thing
efficiency - doing things right
goal is to improve quality of services
Rate-based indicators
1-99%
what will happen with the best care
“95% of trays get to room in 10 minutes”
Sentinel event indicator
undesirable but unavoidable events
never/always
“No food poisoning” “all oncology pt fed in 5 days”
Six Sigma
6 deviations from the mean = little variation in service
remove defects and their causes
Kaizen
small incremental changes
team, morale focus
Lean method
less effort, space, money, time
