HCM 3630 FINAL EXAM QUESTIONS
AND ANSWERS GRADED A+ 2026
AIDET is an acronym that stands for ____. - ANS Acknowledge, Introduce, Duration,
Explanation, and Thank You
When competing products or services are similar, buyers may obtain value based on the
company's ____. - ANS Image
____ feedback loops counteract or oppose whatever is happening in a system. -
ANS Balancing
____ costs are the costs incurred when a customer changes from one supplier or product to
another. - ANS Switching
____ is the tendency for interventions to be delayed, diluted, or defeated by the response of
the system to the intervention itself. - ANS 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. - ANS Halo
Three common myths or misconceptions about innovation are that (1) innovation is good; (2)
there is a formula, and (3) innovation is ____. - ANS linear
@COPYRIGHT 2026/2027 ALLRIGHTS RESERVED 1
, For managers, one the most perplexing feature of health care organizations is that they
frequently exhibit ____ behavior. - ANS Counter-intuitive
____ is the process of providing a lens through which to interpret a situation. - ANS Framing
The ____ Framework has often been employed to understand the competitive forces in
industries. - ANS Five forces
____ power is when customers seek to drive down price and improve quality. - ANS Buyer
Metrics based on the results of work performed - ANS 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" - ANS Planetree
Designed to decrease medical errors and enhance patient safety - ANS quality improvement
interventions
A participative, systematic approach to planning and implementing QI in quality - ANS 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 - ANS Business process Re-engineering
Based on aspects of an organization or an individual's actions that could impact overall quality
or organizational performance - ANS Structural measures of quality
Reimbursement for healthcare services that is designed to link payment incentives to quality
and performance outcomes - ANS Pay-For-Performance
@COPYRIGHT 2026/2027 ALLRIGHTS RESERVED 2
AND ANSWERS GRADED A+ 2026
AIDET is an acronym that stands for ____. - ANS Acknowledge, Introduce, Duration,
Explanation, and Thank You
When competing products or services are similar, buyers may obtain value based on the
company's ____. - ANS Image
____ feedback loops counteract or oppose whatever is happening in a system. -
ANS Balancing
____ costs are the costs incurred when a customer changes from one supplier or product to
another. - ANS Switching
____ is the tendency for interventions to be delayed, diluted, or defeated by the response of
the system to the intervention itself. - ANS 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. - ANS Halo
Three common myths or misconceptions about innovation are that (1) innovation is good; (2)
there is a formula, and (3) innovation is ____. - ANS linear
@COPYRIGHT 2026/2027 ALLRIGHTS RESERVED 1
, For managers, one the most perplexing feature of health care organizations is that they
frequently exhibit ____ behavior. - ANS Counter-intuitive
____ is the process of providing a lens through which to interpret a situation. - ANS Framing
The ____ Framework has often been employed to understand the competitive forces in
industries. - ANS Five forces
____ power is when customers seek to drive down price and improve quality. - ANS Buyer
Metrics based on the results of work performed - ANS 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" - ANS Planetree
Designed to decrease medical errors and enhance patient safety - ANS quality improvement
interventions
A participative, systematic approach to planning and implementing QI in quality - ANS 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 - ANS Business process Re-engineering
Based on aspects of an organization or an individual's actions that could impact overall quality
or organizational performance - ANS Structural measures of quality
Reimbursement for healthcare services that is designed to link payment incentives to quality
and performance outcomes - ANS Pay-For-Performance
@COPYRIGHT 2026/2027 ALLRIGHTS RESERVED 2
