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FFM > Part 2 > Flashcards

Part 2 Flashcards

1
Q

What are the characteristics of a champion?

A

Passionate leader with contagious gusto and zeal who are advocates of an organization’s core services or products

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2
Q

What are some characteristics of a leader?

A

aggressive promoter of the workers, functions in parity with other managers, and has a strong commitment to service

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3
Q

What does leadership involve?

A

setting long-range goals and strategies, defining the direction of a unit or organization, recognizing future possibilities, and inspiring others to join in

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4
Q

What is the best policy when collecting information from customers?

A

collect the least amount necessary to act

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5
Q

What is a robust solution?

A

one that adapts well to the reality of constant change

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6
Q

What must a leader have to maintain stability and a solid ethical framework in the midst of continuous change?

A

Values

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7
Q

What is one key to winning support for your vision?

A

link it to a greater good

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8
Q

Define management

A

carrying out plans, coordinating activities and resources, ensuring cooperation among and across units, and running day-to-day operations

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9
Q

What is the management system called that involves teamwork and coordination between departments?

A

cross-functional management

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10
Q

What is the first step toward achieving the goal of an ethical workplace?

A

create a code of ethics

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11
Q

What is a good demonstration of adherence to the code of ethics?

A

the leader’s conduct

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12
Q

What is a professional code of ethics?

A

a profession’s promise to society to monitor its members in areas not expressly covered by the law

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13
Q

What is the best way for facilities personnel to become involved in marketing the facilities department to its customers?

A

by excelling in customer service

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14
Q

What are the basic steps in forming a marketing plan?

A

conduct market research, promote services, keep customers informed, and evaluate service delivery

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15
Q

What is the best way to measure success when tracking and rewarding performance?

A

monetary value to the company

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16
Q

In mergers or downsizing, what is it that defines what is important, how things get done, and what value is placed on activities and outcomes?

A

corporate or organizational culture

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17
Q

Success in obtaining funding is based on a business plan that has what trait

A

a plan with strong justification

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18
Q

How do you get the most accurate picture of your facilities operation and the best use of workload estimates?

A

by combining several different kinds of estimates such as workload based on churn , population, service standards, cash flow, business cycles, etc.

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19
Q

Comparing company facility staff size to total corporate staff size allows the facilities man ager to estimate the facilities workload based on what?

A

population

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20
Q

How should companies with low churn rate and a heavy concentration of routine work orders in a strong growth mode estimate workload?

A

by population

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21
Q

Using the number of work orders, time to complete orders, space inventory, and staff size to estimate workload is called workload based on what?

A

service standards

22
Q

How should you estimate the facilities department workload for the next year?

A

combine several workload estimation methods, such as business cycles, corporate revenues, and salary and equipment projections

23
Q

How does a facilities manager demonstrate trends in workload?

A

use data from several years

24
Q

A midsize company with growing inventory and limited staff ordinarily needs a facilities department staff with what type of skills?

A

broad scope and very little technical depth

25
Q

Larger and more geographically dispersed organizations will likely need a staff with what type of skills?

A

Broad scope of authority and substantial tech nical depth of skill

26
Q

What is the most challenging part of the recruiting process when hiring an employee for your facilities management department?

A

writing an accurate job description and advising human resources of the technical competence and expertise you require

27
Q

What are some of the qualities that facilities management employees must possess?

A

analytical thinking, flexible

28
Q

Qualifications are merely an indication of what?

A

competence; qualifications are no guarantee of competence

29
Q

What are some important keys in understanding service?

A

appreciating the customer’s point of view, clarifying you department’s capability, and avoiding taking things personally

30
Q

What are some ways of maximizing staff performance?

A

writing a good job description, performing periodic and systematic appraisals, maintaining balance among all factors contributing to performance, and using clear communication method

31
Q

What is included in a good job description?

A

qualifications, list of essential duties, and physical requirements

32
Q

Applying different standards to different employees may lead to what’?

A

grievances based on discrimination

33
Q

When one person may have to perform multiple functions, what is the best method of staff development?

A

cross-training

34
Q

The departure of a highly trained, skilled worker is not only a disruption, but also a loss of what?

A

a capital-intensive investment

35
Q

What criteria must you use to justify an upgrade in an individual’s existing position?

A

the nature of the position has changed, the labor market is paying higher rates for this work, and the upgrade is for the position, not the person

36
Q

The statement that best illustrates the connection between facility management objectives and business objectives is that facilitates become a

A

tool managed to enhance corporate objectives

37
Q

In his work on defining the need for a space delivery project, Hector uses the_____approach, which focuses on the real estate function of the space.

A

outside-in

38
Q

The facility manager notices that the employee population at the site has been dropping. This tends to________the facility management workload.

A

Increase

39
Q

William is curious to know______the of the asset, defined as the time an asset takes to decline from maximum value to no value.

A

predicted economic life

40
Q

As a facility manager, Enrique has responsibilities such as benchmarking, management of audits, and evaluating the effectiveness of service. What kind of function do these respon sibilities represent?

A

quality assessment

41
Q

Jerry is responsible for the organization, direction, and coordination of tasks accomplished to fulfill a chosen facilities strategy. This describes:

A

project management

42
Q

Being designated the project manager, Corinne’s primary role is to:

A

lead and coordinate the project

43
Q

If Annie is to maintain positive control of the project budget, which of the following would be considered a necessary consideration?

A

compare actual expenditures against commitments

44
Q

In setting up a contingency fund for the project, a junior member of the team asks the project manager why such funds might be used. Which of the following would not be a reason to use a contingency fund?

A

assigning only credentialed staff to work on the project

45
Q

Rudolph explained to his guest visiting the company that the level of service considered basic or standard in a corporate-owned facility is often:

A

implied by custom or tradition

46
Q

Erik will soon be working on his department’s space delivery project. This kind of project begins with:

A

defining the need

47
Q

Since she manages corporate-owned facilities, Judy should base the level of needed security primarily on

A

business requirements

48
Q

As Bryant will be overseeing the creation of the facility management database, he has input on what information will be included. Typically, such databases include all of the follow ing detailed information about the business except its:

A

competition

49
Q

The facility manager is happy with the space planning software because it allows her to create a______by using the computer.

A

Drawing

50
Q

In Rachael’s organization, there is a row of management offices, each of which has its own style of furniture, carpet color, and wall finishes.This arrangement indicates

A

independent thinking

FFM (11 decks)

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