IFMA LEADERSHIP & STRATEGY ASSESSMENT

A facility manager regularly visits staff on the job and expresses concern for helping everyone accomplish their work. It seems to have a positive motivating effect on work output. Which management style is this facility manager using?

1. Laissez faire management
2. Manage through employee empowerment (manage with a loose rein)
3. Coaching leadership
4. Manage by walking around

What is NOT an observation technique a manager can use to recognize when conflict exists in an organization?

1. Ask trusted staff members to report regularly on what they are hearing among staff.
2. Have regular conversations with employees and other stakeholders.
3. Treat drops in performance levels as potential conflict red flags.
4. Be sensitive to the mood and verbal/nonverbal cues of stakeholders.

What language style should a facility manager use to internally market the facility management (FM) organization?

1. Facilities terminology, to demonstrate expertise and skill in the facility manager's primary field.
2. Business terminology, to demonstrate sophistication and business prowess.
3. Facility managers should downplay terminology to avoid confusing stakeholders.
4. The terminology of the stakeholder that they are working with, to demonstrate an understanding of the stakeholder's perspective

What is one of the disadvantages of incorporating continual improvement as a facility management (FM) goal?

1. At a certain point, improvement is no longer possible to achieve.
2. Routine measurement and evaluation take too much attention from the process,
3. Data can be manipulated to show improvement where none has taken place.
4. The process requires a high level of technical expertise not available to all.

During or at the end of the strategy validation process, why should the facility manager market the facility strategic plan to organization's executives/clients, the board of directors and/or line managers?

1. None of the answers are correct.
2. Agree to the process.
3. Get buy-in and approval.
4. Help create a balance score card.

Which management structure best supports a rapidly changing business situation?

1. Line Management
2. Staff Management
3. Functional Structural Models
4. Matrix Models

What information should you use to measure whether a balanced scorecard system is tracking toward achievement and, if not, make course corrections while work is in progress?

1. Environmental scanning
2. Outcome measures
3. Facility register data
4. Performance drivers

Who has the primary responsibility of defining and delegating corporate social responsibility (CSR) policy?

1. Chief Executive Officer (CEO
2. Chief Communications Officer (CCO)
3. Facility Manager
4. Division Director

What is the correct order of the steps in the strategic planning process?

1. FM organization develops strategic facility plan, demand organization develops strategic plan, FM organization develops operations plans, and execution is measured
2. Demand organization develops strategic plan, FM organization develops strategic facility plan, FM organization develops operations plans, and execution is measured
3. FM organization develops strategic facility plan, FM organization develops operations plans, demand organization develops strategic plan, and execution is measured
4. Demand organization develops strategic plan, execution is measured. FM organization develops strategic facility plan, and FM organization develops operations plans

How can Maslow's Hierarchy of Needs guide a facility manager's approach to an employee?

1. The Hierarchy provides a step by step guide to ensuring satisfactory performance.
2. The manager knows that by meeting all needs in the Hierarchy, performance will be optimized.
3. The Hierarchy supplies a menu of motivators for the manager to choose from to optimize performance.
4. Recognizing where an individual is in the Hierarchy suggests what might best motivate performance.

What is NOT an important output of an effective facility management (FM) Team?

1. Task performance results.
2. Member satisfaction.
3. Homogeneity.
4. Team improvement and viability.

What should NOT be included in the Facility Strategic Plan?

1. Analysis of existing facility conditions.
2. Successes of the facility department and Annual Cost Report.
3. Recommendations for new space, new service program and initiatives.
4. Organization's culture and core values.

Which facility management tool lists 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?

1. Strategic facility plan
2. Tactical plan
3. Facilities register
4. Statement of requirements

A facility manager wants to align the facility management (FM) strategy with that of the demand organization's strategy. What should the facility manager use to do this?

1. Facilities register.
2. Balanced Scorecard (BSC) system.
3. Facilities audits.
4. Strategic business plan.

Which of the following is true of power versus influence?

1. Personal influence is solely at the discretion of subordinates.
2. Position power is necessary but not sufficient for effective leadership.
3. Position power cannot be exercised without personal influence.
4. A manager uses reward power to grant a subordinate personal influence.

What is true when developing rules for organizational codes of conduct?

1. Rules generally need to be more detailed than principles.
2. Rules that reinforce organizational culture should be included even when not enforceable.
3. Rules are intended to replace reason with position power.
4. Rules intended only for facility management staff need not be compatible with the organization's rules.

What type of power is NOT used when exercising Position Power?

1. Representative Power
2. Referent Power
3. Information Power
4. Reward Power

What is an example of extrinsic reward?

1. Monetary rewards.
2. Job content.
3. Positive feedback.
4. Job satisfaction

Why should facility mangers provide leadership to stakeholders and customers?

1. Help them understands the organization.
2. Help them succeed.
3. Help them improve.
4. None of the answers are correct.

What statement is true of customer relationship management?

1. The philosophy that the customer is always right has a positive effect on facility management customer relationships.
2. A policy of zero errors is a best practice for maintaining customer relations.
3. Excellent or creative error recovery can be a source of customer satisfaction.
4. Facility staff empowerment can be detrimental to customer service due to reduced service delivery consistency.

The facility management (FM) organization sets the policy for ordering supplies, furniture, and fixtures. Whose behavior is the policy intended to affect?

1. Staff
2. Suppliers
3. Demand Organization
4. Contractors

How can facility managers show movement from a support role to acting as a strategic partner?

1. They take care of all facility management (FM) functions without reaching up the chain of command to show their competency.
2. Facility managers ensure that operation and maintenance of the facility meets organizational needs.
3. Facility managers start with a focus on the demand organization and develop goals for the facility management (FM) organization from there.
4. Managers ensure that projects are tightly managed to meet triple constraints of schedule, budget and quality.

Which premise is true of stakeholders' expectations of facility management?

1. Internal stakeholders do not include facility management organization staff or contractors in this category.
2. Suppliers and partners may not generally consider the needs of the facility management organization.
3. Customers may not think consciously about facilities unless there is a problem.
4. Indirect stakeholders do not generally care about organizational growth and profit.

What can you assume when staff is aware they are underperforming, performing adequately, exceeding expectations, or overreaching their authority?

1. Staff are more likely to need management's help when they encounter problems.
2. Staff are less likely to accomplish work without some duplication of effort.
3. Staff are more likely to perceive criticism of themselves or others as fair.
4. Staff are less likely to feel threatened due to management meddling.

What is a comprehensive list of an organization's facility assets, including buildings, grounds, infrastructure, equipment, and furniture?

1. Facilities audits.
2. Facilities condition index.
3. Facilities register.
4. Portfolios.

What does a successful strategic facility plan NOT do?

1. Demonstrate understanding of the organization's Mission and Vision
2. Apply long-term analysis to detailed site plans.
3. Analyze existing facilities required to support the organization's strategy.
4. Provide an affordable, feasible and approved plan to translate organization's strategic objectives into tangible facility management (FM) responses.

What is NOT considered a Facility Tactical Plan?

1. Preventive Maintenance Plan
2. Facility Master Plan
3. Operations Plan
4. Capital Project Implementation Plan