PSC 206 Exam 3 Study Guide || Top Grade Assured.
Continuous improvement correct answers includes: "(1) enhanced value to the customer through
new and improved products and services, (2) reduced errors, defects, and waste, (3) improved
responsiveness and cycle-time performance, and (4) improved production and effectiveness in
the use of all resources."
Contracting out correct answers A private organization works on behalf of the government. The
relationship essential involves three parties—the private organization provides the service, the
customers receive the service, and the entire process is overseen by the government.
Customer focus correct answers Orientation of an organization toward serving its clients' needs.
Having a customer focus is usually a strong contributor to the overall success of a business and
involves ensuring that all aspects of the company put its customers' satisfaction first. Also,
having a customer focus usually includes maintaining an effective customer relationship and
service program.
Decentralization correct answers The process of redistributing or dispersing functions, powers,
people or things away from a central location or authority.
Efficiency indicators: correct answers Examine the extent to which a public organization or
program is performing in relation to service delivery costs. Efficiency indicators refer to the ratio
of the service provided (for example, tons of trash collected) to the cost required to deliver that
service (wages for workers, gasoline for trucks, and the like).
External customer correct answers Someone who uses your company's products or services but is
not part of your organization.
Functional differentiation correct answers The degree to which the organization divides its work
into specialized functions.
,Horizontal teamwork correct answers refers to teamwork within workgroup and across
functional line(often called cross functional teams)
Information distortion correct answers : O'Reilly defines information distortion as "the incorrect
information of objectively correct information," resulting "from either conscious or deliberate
alteration or unconscious manipulation."
Input indicators correct answers reflect the quantity of resources appropriated to a government
organization, service, or program. Input indicators are typically contained within the budget,
representing financial or personnel resources.
Integration correct answers refers to the process of attaining close and seamless coordination
between several departments, groups, organizations, systems, etc.
companies correct answers Merger of two or more firms resulting in a new legal entity
Contracts correct answers Amalgamation of two or more agreements into one contract that serves
as a full expression of the intent of the contracting parties
Internal customer correct answers employee who receives goods or services produced elsewhere
in an organization as inputs to his or her work. An internal customer or internal service provider
can be anyone in the organization. An internal customer can be a co-worker, another department,
or a distributor who depends on us to provide products or services which in turn are utilized to
create a deliverable for the external customer.
Interorganizational teamwork: correct answers Collaboration of teamwork across two or more
organizations.
KSAs (knowledge, skills, and abilities) correct answers series of narrative statements that are
required when applying to United States federal government job openings. KSAs are used to
determine, along with resumes, who the best applicants are when several candidates qualify for a
, job. The knowledge, skills, and abilities (KSAs) necessary for the successful performance of a
position are contained on each job vacancy announcement.
Outcome indicators: correct answers capture the results (or quality) of the services provided.
Outcome indicators are essential to establishing whether an organization or program has met
predetermined goals and objectives. They help answer questions about service quality and the
impacts of service delivery. A measurable change in students' test scores resulting from a
government-funded tutoring program is an example of an outcome indicator.
Output indicators: correct answers reflect the amount of work done or the number of services
provided by a government program.
Performance targets: correct answers managers need to know when program goals and objectives
have been met. A program's effectiveness and quality are best determined by establishing
measurable objectives in the context of time periods, quantities and percentages.
Productivity improvement: correct answers increased productivity means that your workers are
putting out products more quickly or completing services at a more rapid rate than before. In
most businesses, the more products that workers produce or services they complete, the more
money comes into the business, making increased productivity a high priority for many business
owners.
Responsiveness correct answers important value of public organizations. Rourke defines
responsiveness as "the extent to which [an organization] promotes correspondence between the
decisions of bureaucrats and the preferences of the community or the officeholders who are
authorized to speak for the public." Responsiveness coincides with bringing government closer
to its people.
Teamwork correct answers defined as cooperation between those who are working on a task.
Teamwork is generally understood as the willingness of a group of people to work together to
achieve a common aim. For example, we often refer to someone as "a good team player."
Continuous improvement correct answers includes: "(1) enhanced value to the customer through
new and improved products and services, (2) reduced errors, defects, and waste, (3) improved
responsiveness and cycle-time performance, and (4) improved production and effectiveness in
the use of all resources."
Contracting out correct answers A private organization works on behalf of the government. The
relationship essential involves three parties—the private organization provides the service, the
customers receive the service, and the entire process is overseen by the government.
Customer focus correct answers Orientation of an organization toward serving its clients' needs.
Having a customer focus is usually a strong contributor to the overall success of a business and
involves ensuring that all aspects of the company put its customers' satisfaction first. Also,
having a customer focus usually includes maintaining an effective customer relationship and
service program.
Decentralization correct answers The process of redistributing or dispersing functions, powers,
people or things away from a central location or authority.
Efficiency indicators: correct answers Examine the extent to which a public organization or
program is performing in relation to service delivery costs. Efficiency indicators refer to the ratio
of the service provided (for example, tons of trash collected) to the cost required to deliver that
service (wages for workers, gasoline for trucks, and the like).
External customer correct answers Someone who uses your company's products or services but is
not part of your organization.
Functional differentiation correct answers The degree to which the organization divides its work
into specialized functions.
,Horizontal teamwork correct answers refers to teamwork within workgroup and across
functional line(often called cross functional teams)
Information distortion correct answers : O'Reilly defines information distortion as "the incorrect
information of objectively correct information," resulting "from either conscious or deliberate
alteration or unconscious manipulation."
Input indicators correct answers reflect the quantity of resources appropriated to a government
organization, service, or program. Input indicators are typically contained within the budget,
representing financial or personnel resources.
Integration correct answers refers to the process of attaining close and seamless coordination
between several departments, groups, organizations, systems, etc.
companies correct answers Merger of two or more firms resulting in a new legal entity
Contracts correct answers Amalgamation of two or more agreements into one contract that serves
as a full expression of the intent of the contracting parties
Internal customer correct answers employee who receives goods or services produced elsewhere
in an organization as inputs to his or her work. An internal customer or internal service provider
can be anyone in the organization. An internal customer can be a co-worker, another department,
or a distributor who depends on us to provide products or services which in turn are utilized to
create a deliverable for the external customer.
Interorganizational teamwork: correct answers Collaboration of teamwork across two or more
organizations.
KSAs (knowledge, skills, and abilities) correct answers series of narrative statements that are
required when applying to United States federal government job openings. KSAs are used to
determine, along with resumes, who the best applicants are when several candidates qualify for a
, job. The knowledge, skills, and abilities (KSAs) necessary for the successful performance of a
position are contained on each job vacancy announcement.
Outcome indicators: correct answers capture the results (or quality) of the services provided.
Outcome indicators are essential to establishing whether an organization or program has met
predetermined goals and objectives. They help answer questions about service quality and the
impacts of service delivery. A measurable change in students' test scores resulting from a
government-funded tutoring program is an example of an outcome indicator.
Output indicators: correct answers reflect the amount of work done or the number of services
provided by a government program.
Performance targets: correct answers managers need to know when program goals and objectives
have been met. A program's effectiveness and quality are best determined by establishing
measurable objectives in the context of time periods, quantities and percentages.
Productivity improvement: correct answers increased productivity means that your workers are
putting out products more quickly or completing services at a more rapid rate than before. In
most businesses, the more products that workers produce or services they complete, the more
money comes into the business, making increased productivity a high priority for many business
owners.
Responsiveness correct answers important value of public organizations. Rourke defines
responsiveness as "the extent to which [an organization] promotes correspondence between the
decisions of bureaucrats and the preferences of the community or the officeholders who are
authorized to speak for the public." Responsiveness coincides with bringing government closer
to its people.
Teamwork correct answers defined as cooperation between those who are working on a task.
Teamwork is generally understood as the willingness of a group of people to work together to
achieve a common aim. For example, we often refer to someone as "a good team player."
