HCAD 302 Final Exam Questions &
Answers 2024/2025
True or False: An ethical dilemma is a situation where someone will suffer negative consequences
regardless of the decision made. - ANSWERSTrue
The set of values, norms, guiding beliefs, and understandings that is shared by members of an
organization and is taught to new members is - ANSWERSOrganizational Culture
Which of the following statements regarding organizational culture is false? - ANSWERSOrganizational
culture in healthcare organizations changes quickly in the dynamic healthcare field.
True or False: Organizational culture is "touchy feely" stuff that has little effect on a healthcare
organization. - ANSWERSFalse
Which of the following could a manager use to change a healthcare organization's organizational
culture? - ANSWERSBeliefs, values, and norms of formal leaders
Beliefs, values, and norms of informal leaders
Beliefs, values, and norms of employees
All of the above
The Code of Ethics of the American College of Healthcare Executives provides standards of ethical
behavior for healthcare managers in their relationships with - ANSWERSthe profession, organization, and
community.
Which of the following sources affects the ethics of an organization? - ANSWERSThe people in the
organization
The organization itself
The organization's external environment
All of the above
,Ethics advisory committees, written codes of ethics, and role modeling can be used by leaders to -
ANSWERShelp employees to make better ethical decisions.
True or False: The ethical principle of beneficence emphasizes promoting the welfare of others and not
doing harm. - ANSWERSTrue
Managers of healthcare organizations (HCOs) should be concerned with - ANSWERSmedical ethics in
HCOs.
professional ethics in HCOs.
managerial ethics in HCOs.
all of the above.
True or False: Problems related to the quality of healthcare are mostly the result of organizational
structures and processes rather than individual mistakes by individual employees. - ANSWERSTrue
True or False: Managers use a control chart to show how all performance data are divided into data
categories. - ANSWERSFalse
True or False: When an organization does not meet performance expectations, managers must change
the targets before changing the organization's structures or processes. - ANSWERSFalse
The three dimensions of performance developed by Donabedian are - ANSWERSstructure, process, and
outcome
A manager should use which of the following tools to analyze causes of a performance problem? -
ANSWERSFishbone diagram
Balanced scorecards generally include all of the following measures except - ANSWERScompetition
measures.
, To show work processes and to arrange, identify, and analyze steps required to complete work
processes, managers use - ANSWERSFlow Charts
Managers use a control chart to show - ANSWERSperformance data and trends compared to
performance standards.
When a manager designs work processes to reduce waste, increase efficiency, and create more value for
customers, that manager is practicing - ANSWERSLean Production
The first step of the PDCA cycle is - ANSWERSselect desired goals and objectives.
The decision-making approach in which individuals choose the first solution that will achieve minimum
acceptable results is - ANSWERSsatisficing.
Which of these statements about intuitive decision making is most correct? - ANSWERSManagers can
learn how to develop intuition for decisions.
If a manager asked a subordinate for input and help in thinking through a problem, he would be using
which of the following decision-making approaches? - ANSWERSParticipative decision making
According to Thomas and Kilman's model for conflict resolution, the best approach to managing conflict
is contingent on - ANSWERSconcern for oneself and concern for others.
When experienced managers must quickly decide how to handle a complex problem, they are likely to
use - ANSWERSintuition.
Which of the following is an important component of the rational decision-making process? -
ANSWERSChoosing among alternatives
A system for finding, organizing, and making available an organization's experience, understanding,
expertise, judgment, and lessons learned is called - ANSWERSknowledge management.
Answers 2024/2025
True or False: An ethical dilemma is a situation where someone will suffer negative consequences
regardless of the decision made. - ANSWERSTrue
The set of values, norms, guiding beliefs, and understandings that is shared by members of an
organization and is taught to new members is - ANSWERSOrganizational Culture
Which of the following statements regarding organizational culture is false? - ANSWERSOrganizational
culture in healthcare organizations changes quickly in the dynamic healthcare field.
True or False: Organizational culture is "touchy feely" stuff that has little effect on a healthcare
organization. - ANSWERSFalse
Which of the following could a manager use to change a healthcare organization's organizational
culture? - ANSWERSBeliefs, values, and norms of formal leaders
Beliefs, values, and norms of informal leaders
Beliefs, values, and norms of employees
All of the above
The Code of Ethics of the American College of Healthcare Executives provides standards of ethical
behavior for healthcare managers in their relationships with - ANSWERSthe profession, organization, and
community.
Which of the following sources affects the ethics of an organization? - ANSWERSThe people in the
organization
The organization itself
The organization's external environment
All of the above
,Ethics advisory committees, written codes of ethics, and role modeling can be used by leaders to -
ANSWERShelp employees to make better ethical decisions.
True or False: The ethical principle of beneficence emphasizes promoting the welfare of others and not
doing harm. - ANSWERSTrue
Managers of healthcare organizations (HCOs) should be concerned with - ANSWERSmedical ethics in
HCOs.
professional ethics in HCOs.
managerial ethics in HCOs.
all of the above.
True or False: Problems related to the quality of healthcare are mostly the result of organizational
structures and processes rather than individual mistakes by individual employees. - ANSWERSTrue
True or False: Managers use a control chart to show how all performance data are divided into data
categories. - ANSWERSFalse
True or False: When an organization does not meet performance expectations, managers must change
the targets before changing the organization's structures or processes. - ANSWERSFalse
The three dimensions of performance developed by Donabedian are - ANSWERSstructure, process, and
outcome
A manager should use which of the following tools to analyze causes of a performance problem? -
ANSWERSFishbone diagram
Balanced scorecards generally include all of the following measures except - ANSWERScompetition
measures.
, To show work processes and to arrange, identify, and analyze steps required to complete work
processes, managers use - ANSWERSFlow Charts
Managers use a control chart to show - ANSWERSperformance data and trends compared to
performance standards.
When a manager designs work processes to reduce waste, increase efficiency, and create more value for
customers, that manager is practicing - ANSWERSLean Production
The first step of the PDCA cycle is - ANSWERSselect desired goals and objectives.
The decision-making approach in which individuals choose the first solution that will achieve minimum
acceptable results is - ANSWERSsatisficing.
Which of these statements about intuitive decision making is most correct? - ANSWERSManagers can
learn how to develop intuition for decisions.
If a manager asked a subordinate for input and help in thinking through a problem, he would be using
which of the following decision-making approaches? - ANSWERSParticipative decision making
According to Thomas and Kilman's model for conflict resolution, the best approach to managing conflict
is contingent on - ANSWERSconcern for oneself and concern for others.
When experienced managers must quickly decide how to handle a complex problem, they are likely to
use - ANSWERSintuition.
Which of the following is an important component of the rational decision-making process? -
ANSWERSChoosing among alternatives
A system for finding, organizing, and making available an organization's experience, understanding,
expertise, judgment, and lessons learned is called - ANSWERSknowledge management.
