Which of
the following helps make the link between the strategic facility plan and the
organization’s requirements transparent because it indicates actual
customer/internal stakeholder needs?
Benchmarking
Programming
Strengths,
weaknesses, opportunities, threats (SWOT) analysis
Strategic
creative analysis (SCAN)
In a
strategic creative analysis (SCAN), after strategic planners select the top
rated objective of the facility management organization, what is the next step?
Document
all derived requirements related to the top rated objective.
Document
all strengths, weaknesses, opportunities, and threats (SWOT) related to the top
rated objective.
Generate
a feasibility study for the top rated objective by cost, time, and quality.
Generate
a best, most likely, and worst case scenario for the top rated objective.
Which of
the following is true of power versus influence?
Personal
influence is solely at the discretion of subordinates.
A
superior uses reward power to grant a subordinate personal influence.
Position
power cannot be exercised without personal influence.
Position
power is necessary but not sufficient for effective leadership.
Which of
the following would be likely used as an outcome measure rather than a
performance driver?
Labor
costs charged to work orders (time charges and employee labor rates)
Staff
turnover (number of employees out of division/total employees)
Number
of CFM certifications (number of new approved certifications)
Emergency
response times (work order generation time and time to site [or repair])
According
to Hershey-Blanchard’s situational leadership theory, which of the following
styles of leadership should a facility manager take when a subordinate has high
technical skills for a task but expresses unwillingness to take responsibility
for the task?
Participation
Delegation
Selling
Telling
Which of
the following is true of marketing the facility management organization?
Marketing
the FM organization is not a political task except in a dysfunctional organizational
culture.
FM
organizational marketing plans are necessarily complex and costly.
A
primary value proposition is that the FM organization is a critical sustainer
of core business effectiveness such as production capacity.
Focusing
on delivering services as efficiently and effectively as possible sufficiently
shows the value of the FM organization.
Which of
the following allows facility managers to exercise the most control over teams?
Controlling
group dynamics
Controlling
team inputs
Controlling
team outputs
Controlling
team processes
Which of
the following covers a facility manager’s portfolio of facilities and may
include elements such as a gap analysis, recommendations for new spaces or
buildings, and recommendations for new service programs?
Facilities
register
Statement
of requirements
Strategic
facility plan
Tactical
plan
Win/Lose
and Lose/Win negotiations
do
not involve either party using positional-based tactics.
are
similar in that neither discloses their true bottom line.
are
also called confrontation and compromising respectively.
do
not maintain or increase a positive relationship between parties.
In which of
the following balanced scorecard categories would performance drivers be
located if they are used to minimize equipment down time?
Business
process perspective
Innovation
and learning perspective
Financial
perspective
Customer
perspective
Which of
the following topics address corporate social responsibilities?
Select two.
Preservation
of asset value and integrity.
Community
reinvestment and use of local goods and services.
Work/life
balance for employees.
Conflicts
of interest in business dealings.
When
assessing whether to change a practice in the facility management
organizational structure, facility managers should do which of the following?
Make
the change and carefully observe FM staff behavior for a while.
Discover
the history of the practice.
Ensure
the practice is identical to core organizational structure practice.
Survey
FM staff to determine how many always do the practice that way.
A facility
manager regularly visits staff on the job and expresses concern for helping
each individual accomplish his or her work and it seems to have a positive
motivating effect on work output. Which of the following management styles is
this facility manager using?
Hybrid
management style of responsibility to executives and management as a linear
process
Laissez
faire management
Manage
through employee empowerment (manage with a loose rein)
Manage
by walking around
According
to the Belbin Team Role Inventory, a completer finisher would benefit most from
a job design that emphasized which of the following job characteristics models?
Feedback
Task
identity
Task
significance
Skill
variety
Which of the
following ensures that an organization’s new balanced scorecard system is being
used and reflects current strategy?
Use
leadership to inspire staff to develop their own balanced scorecard measures.
Use
balanced scorecard success criteria to enforce existing service level
agreements and avoid renegotiating the agreements.
Change
mission and vision statements to reflect the four perspectives of the balanced
scorecard system.
Change
employee review and reward systems to reflect balanced scorecard measures.
Which of
the following are speaking and writing techniques that a facility manager
should consider using to market facility services and ensure that facility
management needs and priorities are met?
Select two.
Bringing
the audiences “pains” to the forefront
Using
detailed arguments
Dismissing
the audience’s concerns
Using hooks or “grab” paragraphs
An
organization has a traditional functional/structural model. Even though each
department can prove it has efficient internal processes, nevertheless the
overall processes are slow compared to benchmark organizations. Which of the
following is likely occurring?
Departments
are in the storming phase
Matrix
two-boss problem
Immoral
or amoral management culture
Silo
or stovepipe effect
When an
overall strategic planning process includes measurement and feedback steps,
which of the following does this enable?
Tactical
plan execution
Strategic
plan execution
Formation
of tactical plans
Continual
improvement
Facility
managers undertake planning and organization of staffing to supply the facility
management organization with
Select two.
the
optimum balance of employees versus contractors.
sufficient
employees to address the full set of FM challenges.
employees/contractors
that have right mix of skills and experience.
employees/contractors
that all have FM-specific educational backgrounds
Which of
the following is an example of an employee who is showing true acceptance to a
change in work processes?
An
employee who has seen similar change efforts fail and expresses self pity about
the current project.
An
employee who complies with the change to the extent that she must but shows
little enthusiasm.
An
employee who is seeking creative ways to make the new process work for him or
her.
An
employee who seems unaware of the new process and continues to use the old
process.
Which of
the following is used to measure whether a balanced scorecard system is on
course and if not to enable course corrections while work is in progress?
Performance
drivers
Environmental
scanning
Facility
register data
Outcome
measures
Which of
the following is an example of wise implementation of corporate social
responsibility (CSR) policy?
Systematically
banning sources of harmful emissions
Requiring
the use of natural material alternatives when available
Always
selecting the lowest life-cycle cost materials
Making
tradeoffs between local materials and best available materials
Facility
management policies, procedures, and practices
specify
minimum standards for work but allow workers to define the maximum amount of
work.
cannot
take required skill levels for services into account when assigning expected
time or cost.
for
contractors vary because they must specify the processes for the required
tasks.
frequently
affect choices that entire organization staff and managers make.
When
facility managers and staff know when they or others are underperforming,
performing adequately, exceeding expectations, or overreaching their authority,
staff are
less
likely to accomplish work without some duplication of effort.
less
likely to feel empowered due to management meddling.
more
likely to need management’s help the next time they encounter problems.
more
likely to perceive criticism of themselves or others as fair.
Which of
the following is true of customer relationship management?
A
policy of zero errors is a best practice for maintaining customer relations.
Facility
staff empowerment can be detrimental to customer service due to reduced service
delivery consistency.
The
philosophy that the customer is always right has a positive effect on facility
management customer relationships.
Excellent
or creative error recovery can be a source of customer satisfaction.
Which of
the following may be included in service level agreements (SLAs) as key success
indicators?
Performance
drivers
Strategic
creative analysis (SCAN)
Scenario
alternatives
Outcome
measures
According
to the Belbin Team Role Inventory, which of the following teams would function
best?
A
coordinator as team leader and the team includes an implementer.
A
plant as team leader and the team includes a completer finisher.
A
shaper as team leader and the team includes a shaper.
An
implementer as team leader and the team includes two shapers
Which of
the following methods of innovation are concise and practical examples, tools,
and methods that often originate from external sources such as the benchmarked
results of other organizations?
Continual
improvement
Best
practices
Change
management
Reengineering
A facility
manager links the responsibility for each FM function and asset to a job
position. How does the facility manager make sure the responsibilities are
fulfilled on a day-to-day basis?
Writing
the responsibilities into job descriptions
Building
strong teams that can ensure all tasks get done
Reviewing
all deliverables for completion and correctness
Providing
task assignments and scheduling according to the responsibilities
When
developing goals for the facility management organization, facility managers
start with
an
external focus on laws, standards, and regulations.
an
external focus on the entire organization.
an
internal focus on FM employee and contractor needs.
an
internal focus on FM mission and vision.
A facility
manager is interviewing candidates for a facility position that requires a
specialist with a graduate-degree level of technical skills and excellent
people skills. All else being equal between the candidates, the facility
manager should hire the candidate with
a
graduate degree in the relevant field but the third best people skills.
an
undergraduate degree in the relevant field but the weakest people skills.
an
undergraduate degree in an unrelated field but the second best people skills.
some
education but practical experience in the relevant tasks and the best people
skills
Which of
the following is an example of a facility manager who is in compliance with the
IFMA Code of Ethics?
A
facility manager who offers a contractor a very low pay rate due to a poor
economy, saving the facility function money.
A
facility manager who gives a private verbal warning after observing unethical
behavior.
A
facility manager using any reasonable means to resolve conflicts of interest.
A
facility manager who uses the end of an IFMA member training session to market
a complementary service that her private firm offers.
Facility
staff treat a facility manager with more respect because of his attendance at
corporate strategy sessions. Which of the following is the type of personal
influence this facility manager has?
Referent
power
Information
power
Representative
power
Reward
power
Which of
the following is true of the change process for a strategic facility plan?
The
change process records problematic areas but not areas of particular success.
Interim
changes require executive or board approval, even when minor.
Strategic
facility plans should be updated only as they expire, every 3 to 5 years.
Significant
changes may require a detailed business case to propose the change.
Which of
the following is a valid type of team reward that will promote teambuilding?
Provide
individual competitive rewards to team members who excel at individual tasks.
Provide
intrinsic team rewards such as public executive praise for the group.
Provide
individual rewards to team members who promote team task focusing.
Provide
extrinsic team rewards such as setting less challenging team goals.
Which of
the following is true of facility management organization approval of strategic
objectives for a tactical plan?
Strategic
objective approval is always at the discretion of the facility manager
regardless of cost or planning complexity.
Strategic
objectives above a certain value or planning complexity may require
executive/client approval.
Strategic
objective approval is at the sole discretion of executives/clients, never the
facility manager.
Strategic
objectives and tactical plans never need approval.
Which of
the following is true when developing rules for organizational codes of
conduct?
Rules
that reinforce organizational culture should be included even when not
enforceable.
Rules
intended only for facility management staff need not be compatible with the
organization’s rules.
Rules
are intended to replace reason with position power.
Rules
generally need to be more detailed than principles.
When
facility managers link the necessity of their services to customer perceptions
of that service, they are establishing which of the following elements of a
value proposition with their customers?
Risks
Results
Costs
Importance
A facility
manager tells staff exactly what to do and how to do it, but feels overworked
because often the only person he can trust to do a job is himself. Which of the
following does this facility manager lack?
Select two.
Technical
facility management expertise
Confidence
in subordinates
Security
in his position power
Subordinates
with the ability to follow through
Which of
the following is true of the expectations of facility management stakeholders?
Customers
may not think consciously about facilities unless there is a problem.
Indirect
stakeholders do not generally care about organizational growth and profit.
Suppliers
and partners may not generally consider the needs of the facility management
organization.
Internal
stakeholders do not include facility management organization staff or
contractors in this category.
Which of
the following is true of facility management organization processes or outputs
early in the strategy life cycle?
The
final mission and vision statement is far more important than the process of
producing them, so facility managers have the final say.
FM
mission statements combine what the FM staff feel are the FM organization’s
principles with the opportunities or strengths of the FM organization.
FM
vision statements combine what customers feel is the FM organization’s purpose
with organizational requirements.
An
organization’s comprehensive data is verified, meaning that no estimated data
is allowed.
A facility
manager wants to use some union employees on a facility management project.
Which of the following does the facility manager need to negotiate with union
representatives?
Select two.
Training
to join the FM organization so they can be on an FM project
Use
of union versus non-union workers on the project
Wages
for the union workers
Temporary
shifts in duties for union workers
Which of
the following is true of conflict management?
Drops
in performance levels or nonverbal cues may be the only way to detect when some
conflicts are occurring.
Conflict
resolution is designed to first diagnose and then treat the symptoms of the
conflict.
Facility
managers designate themselves as mediators using position power and policy,
ensuring they will always be used to resolve conflicts.
Facility
managers realize that conflicts reduce team cohesiveness and find ways to
prevent all types of conflict.
Which of
the following task or maintenance roles would be best able to mitigate the
harmful effects of a team member who is occupying a social loafer role?
Initiator
role
Harmonizer
role
Gatekeeper
role
Clarifier
role
A facility
manager is approached by a subordinate with a complaint. As the person is
speaking, the facility manager begins to formulate a response so he will be
ready to speak when the subordinate is finished. At best, which of the
following levels of listening is this facility manager practicing?
Active
listening
Ignoring
Selective
listening
Empathic
listening
Which of
the following is the main goal of the processes used to align FM strategy to
organizational strategy?
Generate
a strategic or macro statement of requirements.
Move
from a cost-driven approach to a business-driven approach.
Get
approval and funding released for a given scenario alternative.
Minimize
the short-term costs of a given organizational strategy.
A facility
management organization has a backlog of tasks that require staff to work a
great deal of overtime. Staff are clearly under duress. To offset the duress,
the manager uses job enrichment to add some high content tasks. According to
Maslow’s Needs Hierarchy which of the following is true of this scenario?
The
job enrichment changes will provide the highest degree of motivation possible.
Job
enrichment will fail unless it is accompanied by strategic planning.
The
job enrichment changes will not provide motivation.
The
job enrichment changes will provide the second highest degree of motivation
possible.
According
to Fiedler’s contingency theory, which of the following would be the least
effective response if a manager’s leadership style is not proving effective?
Change
the manager’s position power
Work
to increase the manager’s leader-member relations
Change
the definition and clarity the manager gives to tasks
Train
the manager to change leadership styles
The results
from a feasibility study showed that constructing a new plant would have the
best economic feasibility for an organization. However, construction plus
relocation time will prevent the organization from meeting its time-to-market
strategic objective. Assuming viable leasing and building spaces are available,
which of the following should the facility manager recommend?
Cancel
the strategic plans and re-perform strategic facility studies until a solution
is found that can feasibly address all strategic objectives.
Build
the new facility on the original schedule because it is more important to meet
long-term cost goals than a time-to-market objective.
Build
the new facility but rush construction and relocation in order to meet
time-to-market objectives even if it significantly increases risks of project
failure.
Lease
and modify an existing facility (even if it costs more but is still
economically feasible), as long as it gets production capacity available soon
enough to meet the organization’s time-to-market objectives.
Which of
the following levels of accountability would be assigned to a self-directed
team (i.e., a team with both high task maturity and psychological maturity)?
Act
Act
and report on exceptions only
Recommendation
Act
conditionally
