1.       Question: Total quality management (TQM), referred to as in health care, became the new paradigm for quality improvement within the U.S. during the 1980s and 1990s.
2.       Question: Strategic plans translate broad strategies into specific objectives and action plans.
3.       Question: Patients are most likely to complain about the medical care they receive far more than about food or noise or other nonclinical concerns.
4.       Question: Which of the following stakeholder groups should NOT be included in strategic planning?
5.       Question: The IOM report Crossing the Quality Chasm laid out an agenda for the creation of a 21st-century health care system in the USA that is:
6.       Question: Excessive employee turnover has significant effects only on the cost of recruiting and placing replacement employees.
7.       Question: Which aspect(s) of the SWOT analysis aim to identify external market forces?
8.       Question: Which of the following is not a necessary step in the formulation and implementation of an action plan?
9.       Question: A reasonably clear picture of where the organization wishes to be in the coming few years is often an element of a mission statement.
10.   Question: The book Forgive and Remember portrays the surgical culture of personal accountability on which QA is grounded, and underscores which core assumption(s) about medical errors?
11.   Question: Why is execution of the strategy so important?
12.   Question: Managed care is forcing an increase in customer service communication with an increasing number of external and internal customers.
13.   Question: An effective mission statement must be a detailed document that includes all actions to be taken to fulfill that mission.
14.   Question: What is the purpose of tactical plans?
15.   Question: What do the four letters in the PDCA Model represent?
16.   Question: Which of the following is necessary for successful strategy execution?
17.   Question: Not all HR functions are carried out exclusively by HR staff. Which of the following would be carried out by line managers?
18.   Question: The majority of hospital patients do not want:
19.   Question: Whenever possible, you should give your employees the authority to address and resolve customer complaints.
20.   Question: Why is it important to consider innovations in technology in development of the strategic plan?
21.   Question: A supervisor can assist in the recruiting process by providing concise, up-to-date position descriptions.
22.   Question: Which of the following is a typical measure used by senior management to directly assess performance of HR efforts?
23.   Question: What are the components of a Situational Assessment?
24.   Question: Employee Suggestion Programs: 

25.  Question: In addressing each customer complaint, do not: