Question 1

An organization's action plans link its individual organizational units to the overall strategy of the organization.

Accepted Answer

A) True 
 B)False

Question 2

A brand represents three things: what an organization offers to the market, what an organization does, and what an organization is.

Accepted Answer

A) True 
 B)False

Question 3

Insignificant branding activity in health care has focused on the abstract concepts of promoting and creating identities for health care organizations.

Accepted Answer

A) True 
 B)False

Question 4

Describe what a brand represents for an organization and why branding is important to service organizations.

Accepted Answer

The answer of Describe what a brand represents for an...

Question 5

Which of the following are after- service activities?

Accepted Answer

A) Clinical and marketing follow-up. 
B) Billing. 
C) Follow-on activities. 
D) All of the above.

Question 6

What are the value- adding service delivery strategies?

Accepted Answer

A) Organizational structure, organizational culture, and strategic resources. 
B) Pre-service, point-of-service, and after-service. 
C) Cost leadership, differentiation, and focus. 
D) Merger, acquisition, and internal investment.

Question 7

Central to point-of-service delivery are issues such as quality, efficiency/speed, innovation, and flexibility (mass customization) of the service.

Accepted Answer

A) True 
 B)False

Question 8

Market research provides information only about potential customers.

Accepted Answer

A) True 
 B)False

Question 9

Promotion includes: advertising; public relations events (baby birthday parties, health fairs, cancer survivor celebrations, and so on); personal
selling; sales promotion (contests, participation in trade shows, and so on); and customer information gathering (surveys, data mining, and so on).

Accepted Answer

A) True 
 B)False

Question 10

In terms of ends/means relationships, which of the following statements are true?

Accepted Answer

A) Action plans are the ends to the means of developing value-adding strategies. 
B) Value-adding strategies are the means for accomplishing the ends of directional, adaptive, market entry, and competitive strategies. 
C) Support strategies are the ends for the means of value-adding strategies. 
D) None of the above statements is true.

Question 11

Value-adding strategies must accomplish the directional, adaptive, market entry, and competitive strategies and the action plans must accomplish the value-adding strategies.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following statements is TRUE of change in value-adding strategies?

Accepted Answer

A) Change in value-adding strategies is the easiest element of strategy implementation. 
B) The pace of change in an organization cannot be influenced by management and leadership. 
C) Successful change in the value-adding strategies requires leaders to establish a sense of urgency for change and to clearly articulate the connections between the new ways of doing things and success of the selected strategies. 
D) Change in value-adding strategies is independent of value-adding support strategies.

Question 13

After-service includes follow-up (both clinical and marketing), billing, and follow-on activities.

Accepted Answer

A) True 
 B)False

Question 14

Personal selling has been used more extensively in health care as various organizations compete to be the provider of choice in managed care plans.

Accepted Answer

A) True 
 B)False

Question 15

How does clinical process improvement (CPI) differ from continuous quality improvement (CQI)?

Accepted Answer

A) CPI and CQI do not differ, they are identical concepts. 
B) CQI focuses on improving existing clinical processes for performance improvement while CPI is a contextual and critical appraisal of current clinical processes to identify opportunities for more effectively providing care. 
C) CQI focuses on operational efficiency and achieving the lowest possible cost while CPI does not consider cost. 
D) CPI focuses on the innovation of ideas, tools, and systems; CQI is a based solely on statistical analysis.

Question 16

Discuss the translational qualities of value- adding strategies.

Accepted Answer

The answer of Discuss the translational qualities of value- adding...

Question 17

An organization's culture, structure, and strategic resources are value- adding support activities.

Accepted Answer

A) True 
 B)False

Question 18

Service delivery strategies and support strategies are not separate but, rather, interact and complement each other.

Accepted Answer

A) True 
 B)False

Question 19

Point-of-service is a transformational process that incorporates an
organization's resources - human and non-human, competencies, and capabilities: its assets - into value-added service delivery.

Accepted Answer

A) True 
 B)False

Exam 8: Value-Adding Service Delivery Strategies

An organization's action plans link its individual organizational units to the overall strategy of the organization.

A brand represents three things: what an organization offers to the market, what an organization does, and what an organization is.

Insignificant branding activity in health care has focused on the abstract concepts of promoting and creating identities for health care organizations.

Describe what a brand represents for an organization and why branding is important to service organizations.

Which of the following are after- service activities?

What are the value- adding service delivery strategies?

Central to point-of-service delivery are issues such as quality, efficiency/speed, innovation, and flexibility (mass customization) of the service.

Market research provides information only about potential customers.

Promotion includes: advertising; public relations events (baby birthday parties, health fairs, cancer survivor celebrations, and so on); personal selling; sales promotion (contests, participation in trade shows, and so on); and customer information gathering (surveys, data mining, and so on).

In terms of ends/means relationships, which of the following statements are true?

Value-adding strategies must accomplish the directional, adaptive, market entry, and competitive strategies and the action plans must accomplish the value-adding strategies.

Which of the following statements is TRUE of change in value-adding strategies?

After-service includes follow-up (both clinical and marketing), billing, and follow-on activities.

Personal selling has been used more extensively in health care as various organizations compete to be the provider of choice in managed care plans.

How does clinical process improvement (CPI) differ from continuous quality improvement (CQI) ?

Discuss the translational qualities of value- adding strategies.

An organization's culture, structure, and strategic resources are value- adding support activities.

Service delivery strategies and support strategies are not separate but, rather, interact and complement each other.

Point-of-service is a transformational process that incorporates an organization's resources - human and non-human, competencies, and capabilities: its assets - into value-added service delivery.