SHRM CP Organization notes
Interpersonal strategies -OED Correct Answer: Work relationship between employees. Aimed at
clarifying work expectations. Organizational Effectiveness and Development Strategy.
Work Process Strategies -OED Correct Answer: How work gets accomplished in the system.
Job Design, job simplification. OED
Structural Strategies -OED Correct Answer: Look at how the company is helped or hindered by
its organizational structure. Examine issues such as span of control and reporting relationships.
Too many mid-level managers and may need to restructure OED
Basis for developing an OED Program Correct Answer: Results of a needs assessment. It risks
being unsuccessful when not based on the results of a thorough needs assessment. Management
or employees career plans would all be reason to begin assessment process. Then with data
gathered, it would be determined id OED could solve the problem.
Task Assessments Correct Answer: Looks at skills needed to perform the requisite job duties.
Requires an analysis of the critical tasks and activities required to execute the work. May also
evaluate roles and accountabilities.
Individual Assessments Correct Answer: Focuses on how employees perform their jobs. HR
must evaluate competencies and identify gaps. It can be done by interviewing the employees or
surveying them to find out where they need improvement.
Organizational Assessments Correct Answer: Wide scope needs. May include analyzing
elements of the organizational structure. The way jobs are structured, departmentalization, span
of control, chain of command. Analyzing where the decision making occurs.
Total Quality Management Correct Answer: Is a strategic, management system for achieving
customer satisfaction, involves managers and employees. Focus on eliminating problems that
interfere with quality, satisfying customer needs, eliminate waste, encourage pride and
teamwork, creates environment for creativity.
Edward Deming -Quality Management Correct Answer: American pioneer, 14 point program.
Message to top managers--if the organization made poor products it was their fault
Joseph Juran - Quality Management Correct Answer: Defined quality as "fitness for use".
Incorporates quality planning, quality control and improvement.
Phillip Crosby -Quality Management Correct Answer: Add to the 14 point program, definition
of quality, prevention system, zero defects, measurement of quality
Six Sigma Correct Answer: Quality approach, A disciplined, data driven approach for
eliminating defects. A process must not produce more than 3.4 defects per million opportunities.
, Quality Standard - ISO 9000 Correct Answer: A benchmark for determining quality systems in
organizations. Goals are to provide: A common basis for continuous improvement, defect
prevention and waste reduction, closer working relationship among suppliers. Central purpose is
to enhance and facilitate trade.
Process flow Analysis -Quality Control Tool Correct Answer: Diagram of the steps involved in
a process. Also known as flow charts, they depict a process and its outputs.
Control Chart -Quality Control Tool Correct Answer: illustration of variations from normal in a
situation over time, allows users to see if process is out of range.
Cause and Effect Diagram -QCT Correct Answer: Also referred to as Ishikawa diagram or
fishbone. Visual to map out a list of factors that are thought to affect a problem or a desired
outcome. Might be used to explain employee turnover or understand a process failure.
Scatter Diagram -QCT Correct Answer: illustration that depicts possible relationships between
two variables. For example to determine if there is a relationship between years of educations
and amount of income.
Histogram - QCT Correct Answer: A graphic representation of the distribution of a single type
of measurement. Rectangles of varying heights.
Check Sheets -QCT Correct Answer: Simple visual tool used to collect and analyze data. Often
used for initial data collection. Make check marks to keep track of something.
Pareto Chart -QCT Correct Answer: Contains vertical bar graphs on which the bar height
reflects the frequency or impacts of causes. Is based on pareto principle, which states that 80% of
effects come from 20% of causes. Allows users to focus on the problems that offer the greatest
potential for improvement.
Systems Theory OED Interventions Quality Correct Answer: Essential to quality movement. A
system is intended to absorb inputs, process them, and produce outputs. According to systems
theory, you need to understand the relationship between input, process and output and the
environment in which they occur, in doing this you can improve process to make them more
efficient and cost effective
Theory of Constraints (TOC) Correct Answer: Developed by Goldratt, every organization faces
constraints, the greatest constraints come from policies and not physical entities such as
resources and materials.
Rapid Growth Movement (Rapid Response to threats and opportunities) Correct Answer:
Redistribution of decision-making authority, shifting downward toward line mangers. Retraction
may cause reverse; upward to senior management.
Interpersonal strategies -OED Correct Answer: Work relationship between employees. Aimed at
clarifying work expectations. Organizational Effectiveness and Development Strategy.
Work Process Strategies -OED Correct Answer: How work gets accomplished in the system.
Job Design, job simplification. OED
Structural Strategies -OED Correct Answer: Look at how the company is helped or hindered by
its organizational structure. Examine issues such as span of control and reporting relationships.
Too many mid-level managers and may need to restructure OED
Basis for developing an OED Program Correct Answer: Results of a needs assessment. It risks
being unsuccessful when not based on the results of a thorough needs assessment. Management
or employees career plans would all be reason to begin assessment process. Then with data
gathered, it would be determined id OED could solve the problem.
Task Assessments Correct Answer: Looks at skills needed to perform the requisite job duties.
Requires an analysis of the critical tasks and activities required to execute the work. May also
evaluate roles and accountabilities.
Individual Assessments Correct Answer: Focuses on how employees perform their jobs. HR
must evaluate competencies and identify gaps. It can be done by interviewing the employees or
surveying them to find out where they need improvement.
Organizational Assessments Correct Answer: Wide scope needs. May include analyzing
elements of the organizational structure. The way jobs are structured, departmentalization, span
of control, chain of command. Analyzing where the decision making occurs.
Total Quality Management Correct Answer: Is a strategic, management system for achieving
customer satisfaction, involves managers and employees. Focus on eliminating problems that
interfere with quality, satisfying customer needs, eliminate waste, encourage pride and
teamwork, creates environment for creativity.
Edward Deming -Quality Management Correct Answer: American pioneer, 14 point program.
Message to top managers--if the organization made poor products it was their fault
Joseph Juran - Quality Management Correct Answer: Defined quality as "fitness for use".
Incorporates quality planning, quality control and improvement.
Phillip Crosby -Quality Management Correct Answer: Add to the 14 point program, definition
of quality, prevention system, zero defects, measurement of quality
Six Sigma Correct Answer: Quality approach, A disciplined, data driven approach for
eliminating defects. A process must not produce more than 3.4 defects per million opportunities.
, Quality Standard - ISO 9000 Correct Answer: A benchmark for determining quality systems in
organizations. Goals are to provide: A common basis for continuous improvement, defect
prevention and waste reduction, closer working relationship among suppliers. Central purpose is
to enhance and facilitate trade.
Process flow Analysis -Quality Control Tool Correct Answer: Diagram of the steps involved in
a process. Also known as flow charts, they depict a process and its outputs.
Control Chart -Quality Control Tool Correct Answer: illustration of variations from normal in a
situation over time, allows users to see if process is out of range.
Cause and Effect Diagram -QCT Correct Answer: Also referred to as Ishikawa diagram or
fishbone. Visual to map out a list of factors that are thought to affect a problem or a desired
outcome. Might be used to explain employee turnover or understand a process failure.
Scatter Diagram -QCT Correct Answer: illustration that depicts possible relationships between
two variables. For example to determine if there is a relationship between years of educations
and amount of income.
Histogram - QCT Correct Answer: A graphic representation of the distribution of a single type
of measurement. Rectangles of varying heights.
Check Sheets -QCT Correct Answer: Simple visual tool used to collect and analyze data. Often
used for initial data collection. Make check marks to keep track of something.
Pareto Chart -QCT Correct Answer: Contains vertical bar graphs on which the bar height
reflects the frequency or impacts of causes. Is based on pareto principle, which states that 80% of
effects come from 20% of causes. Allows users to focus on the problems that offer the greatest
potential for improvement.
Systems Theory OED Interventions Quality Correct Answer: Essential to quality movement. A
system is intended to absorb inputs, process them, and produce outputs. According to systems
theory, you need to understand the relationship between input, process and output and the
environment in which they occur, in doing this you can improve process to make them more
efficient and cost effective
Theory of Constraints (TOC) Correct Answer: Developed by Goldratt, every organization faces
constraints, the greatest constraints come from policies and not physical entities such as
resources and materials.
Rapid Growth Movement (Rapid Response to threats and opportunities) Correct Answer:
Redistribution of decision-making authority, shifting downward toward line mangers. Retraction
may cause reverse; upward to senior management.
