HCM 3630 FINAL | QUESTIONS AND ANSWERS | 2026
UPDATE | WITH COMPLETE SOLUTION
AIDET is an acronym that stands for ____. Answer - Acknowledge, Introduce,
Duration, Explanation, and Thank You
When competing products or services are similar, buyers may obtain value
based on the company's ____. Answer - Image
____ feedback loops counteract or oppose whatever is happening in a system.
Answer - Balancing
____ costs are the costs incurred when a customer changes from one supplier
or product to another. Answer - Switching
____ is the tendency for interventions to be delayed, diluted, or defeated by
the response of the system to the intervention itself. Answer - Policy resistance
The ____ effect is the tendency to infer specific characteristics of a person or
organization from our overall impressions or feelings about that person or
organization. Answer - Halo
Three common myths or misconceptions about innovation are that (1)
innovation is good; (2) there is a formula, and (3) innovation is ____. Answer -
linear
, For managers, one the most perplexing feature of health care organizations is
that they frequently exhibit ____ behavior. Answer - Counter-intuitive
____ is the process of providing a lens through which to interpret a situation.
Answer - Framing
The ____ Framework has often been employed to understand the competitive
forces in industries. Answer - Five forces
____ power is when customers seek to drive down price and improve quality.
Answer - Buyer
Metrics based on the results of work performed Answer - outcome measures
of quality
Developed a model of care that is a "patient-centered, holistic approach to
healthcare, promoting mental, emotional, spiritual, social, and physical
healing" Answer - Planetree
Designed to decrease medical errors and enhance patient safety Answer -
quality improvement interventions
A participative, systematic approach to planning and implementing QI in quality
Answer - Total Quality Management
Describes efforts to radically review and re-organize existing, or adopt new and
innovative, work processes designed to improve customer value, organizational
efficiency, and market competitiveness Answer - Business process Re-
engineering
UPDATE | WITH COMPLETE SOLUTION
AIDET is an acronym that stands for ____. Answer - Acknowledge, Introduce,
Duration, Explanation, and Thank You
When competing products or services are similar, buyers may obtain value
based on the company's ____. Answer - Image
____ feedback loops counteract or oppose whatever is happening in a system.
Answer - Balancing
____ costs are the costs incurred when a customer changes from one supplier
or product to another. Answer - Switching
____ is the tendency for interventions to be delayed, diluted, or defeated by
the response of the system to the intervention itself. Answer - Policy resistance
The ____ effect is the tendency to infer specific characteristics of a person or
organization from our overall impressions or feelings about that person or
organization. Answer - Halo
Three common myths or misconceptions about innovation are that (1)
innovation is good; (2) there is a formula, and (3) innovation is ____. Answer -
linear
, For managers, one the most perplexing feature of health care organizations is
that they frequently exhibit ____ behavior. Answer - Counter-intuitive
____ is the process of providing a lens through which to interpret a situation.
Answer - Framing
The ____ Framework has often been employed to understand the competitive
forces in industries. Answer - Five forces
____ power is when customers seek to drive down price and improve quality.
Answer - Buyer
Metrics based on the results of work performed Answer - outcome measures
of quality
Developed a model of care that is a "patient-centered, holistic approach to
healthcare, promoting mental, emotional, spiritual, social, and physical
healing" Answer - Planetree
Designed to decrease medical errors and enhance patient safety Answer -
quality improvement interventions
A participative, systematic approach to planning and implementing QI in quality
Answer - Total Quality Management
Describes efforts to radically review and re-organize existing, or adopt new and
innovative, work processes designed to improve customer value, organizational
efficiency, and market competitiveness Answer - Business process Re-
engineering
