operations final

What is the impact of workplace bullying?

more work stress anxiety lowered job satisfaction rates increased absenteeism

all cost not related to revenue

overhead

the most common method of bundling payments

per diem

The most accurate way to determine current inventory is to

physical inventory

A mechanism that prevents mistakes or makes them immediately obvious.

poka yoke

Financial penalties and rewards in the contemporary payment system are designed to

provide incentives for providers to improve quality.

The Hazard Communication Standard requires:

requires companies to label hazardous materials.

The probability of having an item on hand when it is needed.

service level

The two-bin system is used to

signal a need to order when one bin is full.

Which of the following is an important measure of financial performance?

Cash on hand

Which statement is correct about the Hawthorne studies?

Changed physical work environment to assess work habit changes.

The time required to accomplish a task in a system.

Cycle Time

Which of the following is the most important reason to create a process map?

It provides a visual representation of a process that can be used to identify opportunities to make improvements.

Which statement is correct about the Lily Ledbetter Fairy Pay Act of 2009?

Its goal is to protect employees from unlawful compensation practices

Which of the following is not a true statement about Lean and Six Sigma?

Lean and Six Sigma projects require the use of special software.

The selection process must be ________________ which means it is objective and fair to all applicants.

Legally defensible

What mathematical tool can be used for staff scheduling?

Linear programing

The relationship between the arrival rate to a system, the time a patient spends in the system, and the number of items in a system

Little's law

The main goal of the recruitment process is to generate a ______________ of applicants to select from to support the organization's success.

Qualified pool

The method by which customers are picked from the queue to be served

Queue Discipline

Which of the following approaches is not an effective means to reduce the cost of overhead?

Reducing executive salaries

____________________ is a statistical term that refers to the extent that the same measurement such as a test repeatedly measures the same characteristic.

Reliability

a statistical term that refers to the extent that the same measurement such as a test repeatedly measures the same characteristic.

Reliability

Tiffany worked with the radiologists to develop a new system to improve equipment utilization. In this new system, the instruments needed for an interventional procedure are organized outside of the interventional suite and prior to the procedure. What Lean tool is Tiffany using?

SMED

What is the most important characteristic of advanced access scheduling?

Same-day scheduling

Tom Stinson is the COO of Memorial Hospital. He is receiving complaints about waiting times in the emergency department. What services other than emergency should be a priority for analysis?

Scheduled surgery

is defined as unwelcome sexual conduct that negatively impacts an employees

Sexual Harassment

The VVH hospital has separated emergency department cases into two streams of patients—those with severe problems and those with relatively minor problems. This is an example of what type of scheduling?

Shortest processing time

mandatory benefits

Social security

Jose is checking his laboratory equipment using test control samples that are designed to give the same results and are used to calibrate the equipment. When he runs 100 samples ,he gets two results that are greater than 3 standard errors of the mean. These results are called what?

Special variation

first step in organizing a Kaizan event

Specify value

Tiffany works with radiologists in her department to develop a protocol that will to be used to sterilize each instrument used in a procedure in exactly the same manner. What Lean tool is she using?

Standard work

Julie enters the storeroom to get a special syringe for her patients, but none of the syringes are there. This is an example of what?

Stock out

interview questions that all interviewees must answer.

Structured questions

The speed with which the customers must be served to satisfy demand for the service.

Takt Time

The third component of the needs assessment is:

Task analysis .

Developed by the Department of Defense, the program provides apprenticeship opportunities to encourage teamwork in healthcare.

TeamSTEPPS

One of the most difficult management responsibilities.

Terminating an Employee

Which healthcare membership organization released a statement about the issues of workplace bullying in healthcare in 2008?

The Joint Commission

Which of the following statements describes the scheduling rule of shortest processing time (SPT)?

The job that takes the least amount of time to complete is first, followed by the job that will take the next least amount time, and so on.

Which conditions in the workplace are conducive to sexual hararssment?

a large variance in power in the workplace a policy in place is not enforced

The demand for chest X-rays is 4 per hour. It takes 12 minutes to take a chest X-ray. What is the takt time?

15 minutes

Which of the following is not a current trend in vendor supply chain relationships?

Bidding strictly on cost

A system can be subdivided into what elements?

Processes, subprocesses, and tasks

John is forecasting daily demand for laundry in the emergency department. He has very limited historical data. What forecasting method should he use?

Exponential smoothing

Applicants who score high on this Big Five Personality Trait will perform better in sales and teamwork.

Extraversion

_____________are skilled trade programs such as carpentry and plumbing.

apprenticeships

Which statement is correct about an open door policy?

-Although there are limitations, it is better than no due process policy -It is the easiest method of providing an avenue for discussion of employee issues. -There is only one person listening to the employee about an issue

Jose is measuring the time it takes a technician to do a new test. He expects the test to take no more than 5 minutes and no less than 3 minutes. After observing a number of tests, he calculates the standard deviation of the test as 0.3 minutes. What is the process capability of the test?

1.1

The Memorial Hospital emergency department averages 30 patients in their department at any one time, and 20 patients arrive per hour. What is the average throughput time for each patient?

1.5 hours

The term "Six Sigma" represents what goal?

3.4 defects per million opportunities

What it is the next number in this forecasting series: 3.7, 3.7, 3.7, 3.7, 3.7, 3.7, 3.7, 3.7?

3.7

A patient enters the MRI scanning suite at 1:00 pm and leaves at 3:30 pm. The MRI test takes 50 minutes. What is the percentage of value-added time?

33 percent

Tiffany institutes as new system that indicates the status of the CT scanning suite with a series of lights. Green means the suite is available, yellow means the suite will be available in 3 minutes, and red means the suite is in use. What Lean tool is Tiffany using?

Andon

VVH's pediatric clinic has implemented advanced access and is now attempting to work down their backlog. Providers are working extra hours and are able to see ten more patients per day. They have a current backlog of 400 appointments. How many days will it take to work down the backlog?

40 days

For CT scanning, the check-in process takes 3 minutes, the patient waits for 15 minutes, the patient then moves to the scanner (2 minutes), the scan takes 9 minutes, the patient is moved to the waiting room (2 minutes), and the patient then waits 20 minutes to be picked up. What it the throughput time?

51 minutes

sorting, labeling, and cleaning the storage area. What Lean tool is she using?

5S

This percentage of workplace bullies is made up of bosses.

60%

Which of the following is not a valid method for scheduling appointments in a clinic?

Appointments based on source of payment

Jose has a new test that has three steps. He calculates that in each step some of the sample must be discarded. Step 1 has a discard rate of 2 percent, step 2 has a discard rate of 5 percent, and step 3 has a discard rate of 1 percent. How much of the sample is available after step 3?

86.5 percent

Which is an example of an extrinsic reward

A monetary award A free parking space for a month A trip to Jamaica

Which of the following is a good approach to cost reduction?

A systemic analysis of costs followed by targeted improvements

Cost allocation model that assigns cost to each activity and then totals actual consumption of each activity.

ABC

divide inventory into three categories based on cost and then focus management on the most costly group.

ABC

According to the Department of Homeland Security, this type of social problem is characterized by the random selection of victims.

Active Shooter

When prioritizing activities for overhead cost reduction, one should consider which of the following?

Activity cost vs. its importance to operations

Which type of termination allows an employee to collect unemployment benefits?

Administrative termination

According to the provisions of the Americans with Disabilities Act of 1990, which statement is NOT correct?

Alcohol and other drug abuses are covered under ADA.

Jose is the supervisor of the laboratory. One of his testing machines seems to be giving different results for the same sample. To make sure he is delivering correct results, Jose uses a second machine to check the results of the first. This action represents which cost of quality type?

Appraisal

An external procedure for resolving employment disputes is:

Arbitration

Which of the following is true when using the EOQ model?

As holding costs increase, the optimal order quantity decreases.

When a new employee is given a copy of the handbook, what should the organization do?

Ask the employee to sign a receipt indicating he or she hasreceived the handbook, maintaining the receipt in the employee personnel file.

Which assumption is not part of the basic EOQ model?

Back orders and stock outs are allowed

What are the steps of the PDCA cycle?

Plan, do, check, act to hold the gains

What is the correct project cycle for a Six Sigma project?

Define, measure, analyze, improve, control

Employers with 100 or more employees must file a report indicating the number of women and minorities who are employed.

EEO-1F

What is the theory that provides optimal levels of stock on hand, order levels, and order frequency?

Economic order quantity

What is the primary goal of Lean?

Eliminate waste

Applicants who score high on this Big Five Personality Trait will perform well in a stress work environment such as the health care industry.

Emotional stability

Which of these is considered internal recruitment?

Employee referral

HRM can play a role in a high-performance organization by participating in:

Employer motivation Job analysis and job design Recruitment and selection

_________________ is a relationship between an employee and an employer with expectations by each that the responsibilities of the other will be fulfilled.

Employment

Most states adhere to the___________________, which means that, in the absence of a legal employment contract, employees and employers can end their relationship for any reason.

Employment-at-will doctrine

__________________________ is the federal agency that monitors and enforces labor regulations to ensure that the employment process is nondiscriminatory.

Equal Employment Opportunity Commission

The Equal Pay Act of 1963 amended which Act?

Fair Labor Standards Act of 1935

Which is the smallest level of cost that should be analyzed when beginning a cost reduction project?

Fee-for-service

Which of the following is not an effective cost reduction tool for a cost reduction project?

Finding ineffective employees and reassigning them

Which is the easiest way to terminate an employee?

For cause

Which are examples of team designs?

Functional teams

Which tool is not part of the analyze phase of a Six Sigma project?

Gantt chart

The use of all the cost management tools contained in this book will have the largest financial impact for which type of payment?

Global budget

The purpose of psychomotor tests is to measure:

Hand-eye coordination

Which of the following goals is not part of inventory management?

Having a variety of clinical devices available for physicians

A ________________is a problem, situation, or opportunity that requires an individual, such as a health care provider, or an organization, such as a managed care practice, to choose an action that could be unethical.

Health care ethical dilemma

Which of these are examples of external recruitment sources?

Private employment agencies Career websites Print media

Radiology technologists in Tiffany's department have specialized their work to a specific class of procedures. To improve the flow of patients in the department, she has instituted a series of in-service educational classes to improve the ability of all of her staff to do all of the procedures. What Lean tool is she using?

Heijunka (load balancing)

Which of the following is not an important cost management approach for an organization taking full capitation risk?

High patient copays and deductibles

The number one tool that can be used to maintain the gains that are realized by Operations Management Projects.

Human Resources

What approach should you use to identify bundled payments that are a priority for cost management?

Identify bundles with high volume, high cost compared with benchmarks from other organizations, and high use in bundled payments where costs are highly variable.

Once a cost reduction project is chartered, what should be the first step?

Identify key cost drivers and collect cost data related to each fee for service.

Which of the following are included in the five steps of the activity-based costing process?

Identify relevant activities, determine cost drivers, calculate total cost of service

If you do a great job, you will have a job for life" is an example of what?

Implied contract

To improve the flow of a process, what two key strategies should be employed?

Increase the speed, and decrease the variability of the process.

A (n) ______________ of employee recruitment is a company presence on social media websites.

Indirect Method

What are the most important data to track for a shared savings (ACO) program?

Individual patient costs over time

On-the-job training is ______________that involves the new employee and colleagues who provide advice about the workplace and job.

Informal training

The first step in a typical selection process consists of this.

Initial screening of applications

The first step in a typical selection process consists of?

Initial screening of applications

Which statement is true about TeamSTEPPS:

It is a goal of the program to optimize team performance in healthcare.

What is the Security Rule?

It is a rule that was developed to protect electronic patient information

What variables are measured in the measurement phase of a Six Sigma project?

Process input, process output, critical to qualit

Susan Collins is the director of Memorial Hospital's emergency department. She has redefined the triage nurses' role to expand the number of tasks they can perform so that they can assist other staff. Which of the following describes what Susan is doing?

Load balancing

The ultimate goal of strategic management is:

Maintain a sustainable competitive advantage

Which of the following is not a major factor in the increasing costs of healthcare in the United States?

Malpractice costs

Susan has increased staffing levels on some evenings (e.g., first of the month, paydays) to reduce patient waiting time. This is an example of what?

Matching capacity to demand

Which of the following is a metric to measure the accuracy of your forecast?

Mean absolute deviation

Which of the following activities will not result in a significant increase in revenue?

Measuring revenue per billing employee and replacing the lowest performers every quarter

To advise Congress on payment rates and methods for Medicare

MedPac

This external negotiator,______________, intercedes to resolve a dispute, but his/her suggestion is not legally binding.

Mediator

The Wellstone Act is also called the:

Mental Health Parity and Equity Addiction Act of 2008

Prior to implementation of any training initiatives, a____________or evaluation of the organization is completed to determine types of training needed.

Needs assessment

Which of these statistics characterizes the U.S. healthcare industry?

None of these are correct

Tiffany is the day shift supervisor in the imaging department. She has redesigned the patient intake system so that patients are only asked their name and birthdate once. The old system asked the patient this information three times. What type of waste did Tiffany reduce?

Overprocessing

The role of human resource management is:

Partnership between HRM and management Help management create an ethical organizational culture Collaborates with OSHA to train employees in safe procedures

Which of the following is not a method of bundling payments?

Payment for a clinical service (e.g., CT scan)

What is the PCP coverage metric?

Percentage of same day appoints seen by any physician

Rough-cut hospital capacity planning is used for what purpose?

To plan staffing resources for each day of the month using a mix of permanent and contractor staff

John is the emergency department manager, and he wants to order supplies for his growing department. He knows his ED patient demand is stronger in the summer than in any other season. What forecasting method(s) should he use?

Trend and seasonal

Which of the following approaches reflects the Bailey-Welch scheduling rule?

Two patients at the beginning of a clinic session, followed by equally spaced appointments

Which federal organization was established in 1913?

U.S. Department of Labor

Which of the following is not a common theme found in successful Six Sigma programs?

Use of Taguchi methods

Tom is watching a football game he prerecorded, and he is fast-forwarding to only watch the plays. What is he doing?

Using only the value-added time

Which of the following issues will be a part of implementing advanced access?

Working down the backlog of appointments

Jose, the lab manager, wants to improve the quality in his laboratory with a Six Sigma program. He wants Sandy, his chemistry supervisor, to attend a Six Sigma training program so that she can oversee all Six Sigma projects that will occur in the lab. Sandy will be trained as a

black belt

The maximum possible output (goods or services) that a process or resource can produce or transform

capacity

The costs associated with producing poor quality goods and services.

cost of quality

The ultimate goal of strategic management.

create competitive advantage

Another term for employee orientation is:.

employee onboarding

Both the manager and the employee collaborate to set goals for the employee.

goal setting theory?

An electronic tool that provides a platform for customer interaction with the organization and each other

social media

________________ consists of establishing a long-term plan for the replacement of important employees.

succession planning .

The management of all activities and processes related to both upstream vendors and downstream customers in the value chain

supply chain management

Material requirements planning and enterprise resources planning systems are used for

synchronizing materials and supply availability with forecasted demand.

The average time a unit spends in the process

throughput time

Methodology that pays providers a monthly fee for each patient that receives care.

total capitation

the most important reason to create a process map

visual representation

The badge associated with an entry level of the six sigma infrastructure.

yellow belt