Cphims 2013 09 Administration Management

Front 1

A CIO becomes aware of new requirement for a project already underway. How should the CIO act on that knowledge?

A. commit to meeting the requirement in the interests of project success
B. communicate the requirement to the project manager
C. convene a task force to make a recommendation
D. personally take the assignment to avoid burdening the project team

Back 1

B. It is the project manager's responsibility to discuss the requirement with the project's steering committee and develop a plan. The CIO should not bypass the project manager or the project teams as the other three answers indicate.

Front 2

When performing a job analysis, the project manager should consider all of the following EXCEPT

A. the tasks that are being performed by the employee and the time it takes to complete each of them
B. the training, skills, experience and qualifications that are needed to perform the functions of the job
C. the major functions of the job and duties required to complete each of those major functions
D. the desired outcomes that are expected to be achieved by the person hired for the position

Back 2

A. The job analysis addresses all the functional and goal elements of the job but does not include a time study of the position. If a time study is to be completed, this will be completed by someone other than the manager and will be used to determine resources required to fill the duties of the position.

Front 3

Which of the following characteristics is legally prohibited from inquiring about when conducting a job interview?

A. residence
B. millitary service
C. national origin
D. education

Back 3

C. The interviewer may ask about the applicant's current residence but may not ask about birthplace. The interviewer may also ask about the applicant's military services but not about the type of discharge from the military.

Front 4

A clinical systems IT manager is responsible for five systems analysts: one new employee who is on new-hire probation, one analyst who is performing below the expectations of the job, two who are performing exceptionally and one who is performing adequately. The poor performers have been advised about needed improvements and have more recently been warned in writing of the potential for further disciplinary action if performance does not improve to meet expectations. For which of the following subordinates should the manager conduct period performance reviews?

A. the one who is performing below expectations and the newly hired analyst
B. the one who is performing at acceptable levels and the one performing poorly
C. the poor performer, the new hire and others regardless of performance level
D. the new hire, the poor performer and the one who is only performing adequately

Back 4

C. The effective manager will have regular and periodic communication with all subordinates in order to assure that they understand what is expected of them and that they are equipped to meet those expectations at a high level of performance quality. The person who is performing poorly may need more frequent communication, and that communication should be documented if the employee is not improving to a level needed to meet expectations.

Front 5

A project manager has been assigned to manage the implementation of a new clinical system. The project manager is responsible for

A. appointing the project steering committee from hospital management.
B. delivering project objectives within budget and on schedule.
C. delegating project scope decisions to the appropriate team members.
D. reporting change requests to the CIO for approval or rejection

Back 5

B. The project manager is responsible for delivering project objectives within budget and on schedule. Project scope decisions are made by the project manager, and if they are major requests, the project manager must assess them and report them for decision at the appropriate level in the organization. It is only those requests that have significant impact on budget, scope and/or schedule that the project manager would take to a higher level; not all requests would be reported up to a higher level as implied in Answer "D". The project steering committee would be comprised of a cross-section of management and end-users, not just from among hospital management as indicated in Answer "A".

Front 6

When undertaking a new project assignment, the BEST order of approach is

A. initiate, plan, control, execute and close
B. plan, initiate, execute, control and close
C. control, plan, initiate, execute and close
D. initiate, plan, execute, control and close

Back 6

D. As a project manager, you will initiate the project, lead the development of the plan for implementation, execute that plan, control the scope of the project and, finally, bring it to conclusion.

Front 7

The project charter addresses which of the following project elements FIRST?

A. project scope and limitations
B. application features and capabilities
C. project overview and objectives
D. metrics for determining project success

Back 7

C. project overview and objectives

The project charter provides an overview and outlines the objectives of the project first in order to establish context for understanding the project and for defining its scope, limitations and other elements.

Front 8

Which of the following positions should be included in the project team for a clinical information system?

A. chief of staff
B. end-user representatives
C. vice president of nursing
D. directors of all clinical departments

Back 8

B. end-user representatives

It is critical to implementation success that end-users be represented on the project team. If the top management personnel are included, team input may be stymied in an unbalanced environment relative to organizational power.

Front 9

Reactive change occurs when:

A. changes are needed to respond to project problems
B. changes to project requirements are requested by end-users
C. changes are requested by project team members
D. changes are needed to satisfy top management demands

Back 9

A. changes are needed to respond to project problems

The changes reflected in B through D are identified as "requested changes". These changes, in particular, require the project manager to exercise skilled interpersonal communications. They call upon both technical project management skills and "political" leadership skills.

Front 10

When a project manager receives change requests that impact the scope of the project, the manager should:

A. analyze the change request and follow the change control process for arriving at a decision on how to respond to the request

B. integrate the change into the project if it has been made by a member of the senior management team of the organization

C. assess the impact of the change request on the project budget and make a decision that will have the least impact on the budget

D. prepare an assessment of the request and have it reviewed by the project steering committee before making a decision

Back 10

A. Analyze the change request and follow the change control process for arriving at a decision on how to respond to the request.

At the start of the project, the project manager will have led the development of a "change control process" in order to assure that all changes are made appropriately.

Front 11

As IT project manager, your team is faced with a project change request that implies extensive time loss and cost over-runs. That change request originated with the executive committee of the medical staff, and you are encountering resistance to your decision to deny the request. Which of the following should you do FIRST?

A. acquiesce to the change because you know the administration wants to keep the medical staff happy and will probably agree to the change.
B. ignore the request because it has such far-reaching implications that its unreasonableness will be evident if your decision is challenged later
C. negotiate with the executive committee of the medical staff, keeping administration informed
D. conclude you are in a no-win situation, do none of the above and resign from the committee

Back 11

C. negotiate with the executive committee of the medical staff, keeping administration informed

You will exercise all your negotiation skills to work with the medical staff executive committee to understand the implications of their request and to involve administration, at an appropriate level, in the discussion.

Front 12

When assessing an organizations systems security after a security breach, which of the following documents should the directory of privacy and security review FIRST?

A. systems documentation
B. systems analysis reports
C. operational processes
D. department policy

Back 12

D. department policy

Departmental policies and procedures help to guide the processes and actions that employees use to perform their work. A department or organizational policy formalizes what is expected or required of employees, among other things.

Front 13

What is the desired minimal level to achieve help desk effectiveness?

A. >50%
B. >60%
C. >70%
D 100%

Back 13

C. >70%

Achievement of a 70% or greater first call resolution means that your help desk is operating at an acceptable level. While you would like to achieve a 100% level, this is unrealistic in light of the fact that some calls coming in will be beyond the resources and capabilities of the help desk to resolve.

Front 14

What are the four things that job analysis addresses?

Back 14

1. training
2. skills
3. experience
4. qualifications

Front 15

What five things should a job description contain?

Back 15

1. minimal education
2. license or other qualification required
3. reporting relationship
4. areas of responsibility
5. definition of measurable standards to which the employee will be held accountable

Front 16

What five things are important to evaluate during the selection process for a new employee?

Back 16

1. experience
2. qualifications
3. education
4. interpersonal and communication skills
5. fit for the department/organization

Front 17

When referring to a potential new employee, what is "fit"?

Back 17

"Fit" relates to the person's abiility to function within the culture and values of the department and organization

Front 18

What are four characteristics of a project as defined by PMBOK?

Back 18

1. a beginning and an end
2. a lasting outcome
3. a final product that is produced and quantifiable
4. the ability to develop in steps and continue in increments

Front 19

What are the five key project management activities?

Back 19

1. initiate
2. plan
3. execute
4. control
5. close

Front 20

What four things happen during the initation stage of a project?

Back 20

1. PM is appointed
2. overall project goals and business needs are determined
3. general expectations of customers, management and stakeholders are defined
4. project charter is delivered

Front 21

What are the five steps used to develop the project plan in the planning phase?

Back 21

1. work with the customers of a project to construct desires into objectives
2. break down objectives into deliverables
3. create schedules to meet deliverables, should include resource requirements and expected costs
4. develop supporting plans for personnel needs, roles and responsibilities
5. define risks, estimate likelihood, plan to mitigate

Front 22

In the execute phase of a project, what are two key elements to control?

Back 22

1. milestones
2. established means of communication

Front 23

During the close phase, when can the project be considered complete?

Back 23

The project is complete when it has passed tests that measure conformity with the criteria that were defined at the start of the project.

Front 24

How should the project plan be used?

Back 24

The project plan is used in the day-to-day management of the project. It details the tasks, phases and resources needed, by task and phase and timeline.

Front 25

What is the purpose of ongoing status reportrs in a project?

Back 25

The ongoing status reports provide udpates to team members and stakeholders on the project's progress.

Front 26

What does a project stoplight report include?

Back 26

Success criteria for a project are listed and scored as green if they are on-target, yellow if they are at risk, and red for any criterion that is off-track and in danger.

Front 27

What is a project work breakdown structure?

Back 27

It breaks out all tasks into individual, smaller tasks.

Front 28

What is the difference between a project and a program?

Back 28

A project has a defined beginning and end

Front 29

Why should the vendor not be relied upon to provide the only PM?

Back 29

It introduces a tendency toward bias in favor of the vendor whenever there are project control decisions that need to be made.

Front 30

What are the two primary types of change to be considered?

Back 30

1. reactive change - changes necessary to respond to project problems
2. requested change - when changes are requested by end-users or other project participants

Front 31

What are the four basic elements of change management?

Back 31

1. what types of changes will be allowed
2. how will changes be requested, who will be authorized to request them, and how will requests be handled
3. how will changes be reviewed
4. how will changes be incorporated into plans and deliverables

Front 32

If a project change request is denied, what must the PM be able to do?

Back 32

The PM must be able to communicate and justify that decision.

Front 33

What should happen if a change request is insisted on?

Back 33

The PM must be able to use negotiation skills.

Front 34

What are three major areas of documentation that relate to effective management?

Back 34

1. System
2. Operational
3. Departmental

Front 35

What six steps are useful when developing P&Ps?

Back 35

1. identify the need
2. create a draft of the policy or procedure
3. get management approval
4. revise, replace or withdraw the policy as needed
5. coordinate with hr, compliance, or other enforcement areas

Front 36

What are the two items that will be covered in a service level statement?

Back 36

resources provided- level of assistance, escalation
reporting mechanism - how will performance be monitored and communicated

Front 37

What three processes should an IT department use to manage a service level environment?

Back 37

1. help desk triage - prioritization
2. issue tracking
3. user satisfaction surveys

Front 38

What is a key measure of the service at a help desk?

Back 38

The first-call resolution rate - the number of service requests that are resolved during the initial call by the service technician.

Front 39

What percentage of first-call resolutions is acceptable?

Back 39

A resolution rate of 70% means that most problems are being resolved.

Front 40

What is the definition of call abandonment rate?

Back 40

The percentage of time callers hang up without speaking to a technician