1
NR
NR 446/ NR446 EXAM 2: (NEW 2025/ 2026
UPDATE) COLLABORATIVE HEALTHCARE REVIEW |
QUESTIONS & ANSWERS| GRADE A| 100%
CORRECT (VERIFIED SOLUTIONS)- CHAMBERLAIN
1. Who developed the balanced scorecard? - ANS ✓Robert Kaplan in 1990
2. Strategic planning as a management process - ANS ✓although SWOT and
balanced scorecards are different, they can help organizations assess what they do
well and what they need to do to continue to be effective and financially sound
3. Organizational planning - ANS ✓or the planning hierarchy pyramid. Plans at the
top are more general and influence all of the plans that follow (that are less specific).
4. The planning hierarchy pyramid components - ANS ✓mission, philosophy, goals,
objectives, policies, procedures, rules
5. Mission/vision statement - ANS ✓usually a brief statement (no more than 4
sentences) that identifies the reason the organization exists; used to describe future
goals or aims of the org
6. Philosophy - ANS ✓a set of values or beliefs that guide all actions of the
organization; flows from the purpose or mission statement and delineates the set of
values and beliefs that guide all actions of the org; basic foundation that directs all
further planning toward that mission
7. Goals - ANS ✓the desired result toward which effort is directed; it is the aim of the
philosophy
NR 446
, 2
NR
8. Objectives - ANS ✓motivate people to a specific end are explicit, measurable,
observable or retrievable and obtainable; how and when the goal will specifically be
achieved (includes time frame and is measurable)
9. Policies - ANS ✓plans reduced to statements or instructions that direct organizations
in their decision making; they are intended to direct individual behavior toward the
org's mission and define broad limits and desired outcomes; identifies issues, scope of
org activities, list of evidence and review dates (ex. Why do I need to do this?)
10. Procedures - ANS ✓plans that establish customary or acceptable ways to accomplish
a specific task and delineate a step-by-step process of required action (ex. How do I
do this?)
11. Rules - ANS ✓plans that specifically define acceptable choices of action or non-
action; generally included in the policy and procedure statements so to only allow one
choice of action
12. Planned change - ANS ✓in contrast to accidental change or by-drift, results from a
well thought-out/deliberate application of knowledge and skills by a leader to bring
about a change; organizational restructuring, quality improvement and employee
retention
13. Change agent - ANS ✓a person skilled in the theory and implementation of planned
change
14. Internal change agent - ANS ✓often influenced by a personal bias regarding how
the organization functions
15. External change agent - ANS ✓tends to be more objective in their assessments
16. Who developed the Change theory? - ANS ✓Kurt Lewin in 1951
NR 446
, 3
NR
17. Change theory - ANS ✓three phases through which the change agent must proceed
before a planned changes becomes part of the system; unfreezing, movement and
refreezing
18. Unfreezing - ANS ✓occurs when the change agent convinces members of the group
to change or when guilt, anxiety or concern can be elicited, thus people become
discontent and aware of the need for change; for effective change to occur the change
agents need to have made a through/accurate assessment of the extent of interest in
change and the nature and depth of motivation, and the environment in which the
change will occur
19. Movement - ANS ✓the change agent identifies, plans and implements appropriate
strategies, ensuring that driving forces exceed restraining forces; recognizing,
addressing and overcoming resistance may be a lengthy process that requires a great
deal of planning and intricate timing, and whenever possible change should be
implemented gradually.
20. Refreezing - ANS ✓the change agent assists in stabilizing the system change so that
it becomes integrated into the status quo.
If refreezing is incomplete, the change will be ineffective and the pre-change behaviors will
be resumed, so for it to be effected the change agent must be supportive and reinforce the
individual adaptive efforts of those affected by the change; change needs 3-6 months before it
will be accepted as part of the system
21. Lewin's driving forces - ANS ✓(facilitators) advance a system toward change; ex. A
desire to please one's boss, to eliminate a problem that is undermining productivity, to
get a pay raise, or to receive recognition
22. Lewin's restraining forces - ANS ✓(barriers) impede change; ex. Conformity to
norms, an unwillingness to take risks, and a fear of the unknown
NR 446
NR
NR 446/ NR446 EXAM 2: (NEW 2025/ 2026
UPDATE) COLLABORATIVE HEALTHCARE REVIEW |
QUESTIONS & ANSWERS| GRADE A| 100%
CORRECT (VERIFIED SOLUTIONS)- CHAMBERLAIN
1. Who developed the balanced scorecard? - ANS ✓Robert Kaplan in 1990
2. Strategic planning as a management process - ANS ✓although SWOT and
balanced scorecards are different, they can help organizations assess what they do
well and what they need to do to continue to be effective and financially sound
3. Organizational planning - ANS ✓or the planning hierarchy pyramid. Plans at the
top are more general and influence all of the plans that follow (that are less specific).
4. The planning hierarchy pyramid components - ANS ✓mission, philosophy, goals,
objectives, policies, procedures, rules
5. Mission/vision statement - ANS ✓usually a brief statement (no more than 4
sentences) that identifies the reason the organization exists; used to describe future
goals or aims of the org
6. Philosophy - ANS ✓a set of values or beliefs that guide all actions of the
organization; flows from the purpose or mission statement and delineates the set of
values and beliefs that guide all actions of the org; basic foundation that directs all
further planning toward that mission
7. Goals - ANS ✓the desired result toward which effort is directed; it is the aim of the
philosophy
NR 446
, 2
NR
8. Objectives - ANS ✓motivate people to a specific end are explicit, measurable,
observable or retrievable and obtainable; how and when the goal will specifically be
achieved (includes time frame and is measurable)
9. Policies - ANS ✓plans reduced to statements or instructions that direct organizations
in their decision making; they are intended to direct individual behavior toward the
org's mission and define broad limits and desired outcomes; identifies issues, scope of
org activities, list of evidence and review dates (ex. Why do I need to do this?)
10. Procedures - ANS ✓plans that establish customary or acceptable ways to accomplish
a specific task and delineate a step-by-step process of required action (ex. How do I
do this?)
11. Rules - ANS ✓plans that specifically define acceptable choices of action or non-
action; generally included in the policy and procedure statements so to only allow one
choice of action
12. Planned change - ANS ✓in contrast to accidental change or by-drift, results from a
well thought-out/deliberate application of knowledge and skills by a leader to bring
about a change; organizational restructuring, quality improvement and employee
retention
13. Change agent - ANS ✓a person skilled in the theory and implementation of planned
change
14. Internal change agent - ANS ✓often influenced by a personal bias regarding how
the organization functions
15. External change agent - ANS ✓tends to be more objective in their assessments
16. Who developed the Change theory? - ANS ✓Kurt Lewin in 1951
NR 446
, 3
NR
17. Change theory - ANS ✓three phases through which the change agent must proceed
before a planned changes becomes part of the system; unfreezing, movement and
refreezing
18. Unfreezing - ANS ✓occurs when the change agent convinces members of the group
to change or when guilt, anxiety or concern can be elicited, thus people become
discontent and aware of the need for change; for effective change to occur the change
agents need to have made a through/accurate assessment of the extent of interest in
change and the nature and depth of motivation, and the environment in which the
change will occur
19. Movement - ANS ✓the change agent identifies, plans and implements appropriate
strategies, ensuring that driving forces exceed restraining forces; recognizing,
addressing and overcoming resistance may be a lengthy process that requires a great
deal of planning and intricate timing, and whenever possible change should be
implemented gradually.
20. Refreezing - ANS ✓the change agent assists in stabilizing the system change so that
it becomes integrated into the status quo.
If refreezing is incomplete, the change will be ineffective and the pre-change behaviors will
be resumed, so for it to be effected the change agent must be supportive and reinforce the
individual adaptive efforts of those affected by the change; change needs 3-6 months before it
will be accepted as part of the system
21. Lewin's driving forces - ANS ✓(facilitators) advance a system toward change; ex. A
desire to please one's boss, to eliminate a problem that is undermining productivity, to
get a pay raise, or to receive recognition
22. Lewin's restraining forces - ANS ✓(barriers) impede change; ex. Conformity to
norms, an unwillingness to take risks, and a fear of the unknown
NR 446
