Module 4: Performance Management

Question 1

What is one of the key functions of performance management?

It is designed to increase productivity within an agency.

It assigns an individual to run reports on all aspects of agency functioning.

It is usually used when a company is downsizing and looking at which employees may be disposable.

It designates a taskmaster to give each employee a list of items to be completed each day.

Answer 1

It is designed to increase productivity within an agency.

A key function of performance management is to align all initiatives and teams with the overall mission and strategic plans of an agency to increase productivity.

Question 2

What type of performance measure is used to assess if a clinical protocol is having the desired effect on client health?

Outcome measure

Process measure

Balancing measure

Structure of care measure

Answer 2

Outcome measure

An outcome measure is used to determine if the protocol is having the desired effect based on a clinical measure.

Question 3

Performance management phase:

Planning

Answer 3

Setting performance goals and measures with departments and teams that align with organizational goals and mission.

Question 4

Performance management phase:

Monitoring

Answer 4

Measuring department and team performance regularly and providing feedback on performance goal progress.

Question 5

Performance management phase:

Developing

Answer 5

Building capacity to meet performance goals through training, tools, technology, improved processes.

Question 6

Performance management phase:

Rating

Answer 6

Evaluating individual and team performance using a performance measurement plan.

Question 7

Performance management phase:

Rewarding

Answer 7

Recognizing individual, group or department performance and providing incentives for continued goal achievement.

Question 8

The performance management of teams should focus on three elements: the task, the processes and the ___.

Protocols

Relationships

Structure

Roles

Answer 8

Relationships

Performance management is often focused mainly on the task but should also focus on how a team works together (process) and how to build strong working relationships.

Question 9

A key strategy in performance management during times of perpetual organizational change is to maintain team _________________.

Structure

Recruitment

Engagement

Homogeneity

Answer 9

Engagement

Team engagement Is a key strategy of performance management which improves the effectiveness of all core elements: tasks, processes, and relationships.

Question 10

___ is a very important ingredient in achieving a high level of team performance.

Measurement

Goals

Control

Trust

Answer 10

Trust

Trust and respect are essential ingredients to achieve high team performance, especially for culturally diverse teams.

Question 11

G.R.O.W. model

Goals

Answer 11

Appropriate Question:

Are they clear about what they want to achieve?

Question 12

G.R.O.W. model

Reality

Answer 12

Appropriate Question:

What is helping or hindering the process?

Question 13

G.R.O.W. model

Options

Answer 13

Appropriate Question:

Are there any other possibilities?

Question 14

G.R.O.W. model

Will

Answer 14

Appropriate Question:

What is their level of commitment?

Question 15

Balanced Scorecard:

Financial Perspective

Answer 15

Appropriate Question:

How do we look to our stakeholders?

Question 16

Balanced Scorecard:

Internal Process Perspective

Answer 16

Appropriate Question:

To satisfy our clients, which business and healthcare processes must we excel at?

Question 17

Balanced Scorecard:

Learning and Growth Perspective

Answer 17

Appropriate Question:

Are we able to sustain innovations, change, and improve?

Question 18

Balanced Scorecard:

Customer Perspective

Answer 18

Appropriate Question:

To achieve our mission, how must we look to our clients, staff, and community?

Question 19

Performance Improvement Tool:

Process Map

Answer 19

Description:

A flowchart with specific shapes and arrows that represent connections, decisions, and so on.

Question 20

Performance Improvement Tool:

Fishbone Diagram

Answer 20

Description:

A visualization tool to figure out the root cause of a problem.

Question 21

Performance Improvement Tool:

Gemba Walk

Answer 21

Description:

An analysis of the organizational environment and processes.

Question 22

Performance Improvement Tool:

Action Plan

Answer 22

Description:

A performance improvement table for outlining goals, improvements, measures, timelines and results.

Question 23

Which process encourages communication between an employee and a supervisor to establish a level of expected performance by setting goals?

Performance Measurement

Quality Improvement

Clinical Guidelines

Performance management

Answer 23

Performance management

Performance management ensures all employees are aware of the level of performance expected for each role. Accomplishing strategic objectives within an organization establishes the level of performance expected in each role.

Question 24

In which stage of performance management does a manager collect data from the appraisal process and relate the outcome with potential decisions?

Evaluation

Laying a foundation

Analysis

Appraisal

Answer 24

Analysis

Analyzing collected data and results supports outcomes. These outcomes can be used to help an employee make changes to support the goals of an organization.

Question 25

Which performance management assessment tool measures the performance of an organization in relation to strategic goals and objectives?

Key performance indicator (KPI)

Performance appraisal

Management by objective

360 degree feedback

Answer 25

Key performance indicator (KPI)

A KPI supports data-driven performance to result in better decision making. This tool help illustrate how well an organization performs in relation to goals and objectives.

Question 26

Which technique could be used to demonstrate to diverse staff the value of intellectually and emotionally belonging during an organizational change?

Empathetic leadership

Top-down approach

One-way communication

Company wide meeting

Answer 26

Empathetic leadership

Empathetic leadership promotes the value of belonging to promote change. When leaders express why they care, why change matters, and how that aligns with the objectives. it promotes buy-in from the employees.