MULTIPLE-CHOICE QUESTIONS

1.The National Performance Review did NOT emphasize

a.a bottom-up approach.

b.competitive outsourcing.

c.a focus on citizens.

d.service to citizens.

2.Benchmarking can be defined as

a.examining the best practices of successful organizations and then transplanting them into one's own organization.

b.standardizing a particular process for all organizations.

c.all of the above.

d.none of the above.

3.What does GPRA stand for?

a.General Process of Reinventing America

b.Government and Presidential Reformation Act

c.Government Performance and Results Act

d.Governmental Performance and Results Awards

4.Which of the following is NOT true?

a.CzRM practices, NPR, and PMA are all attempts to reinvent government.

b.New Public Management is exactly the same as Old Public Service.

c.New Public Management was a trend that surfaced in Europe.

d.All are true.

5.Which of the following is associated with CzRM?

a.Protecting the rights of citizens

b.Getting rid of e-government

c.Complete disregard for administrative values

d.Providing citizens timely, consistent, responsive access to governmentinformation

6.Which is NOT a part of the PMA?

a.A bottom-up approach

b.Competitive outsourcing

c.A focus on results

d.Market-based initiatives

7.One challenge in implementing PART and PMA is

a.some agencies become overzealous and are beginning to compete with other agencies for the best performance.

b.some agencies fear that the Bush administration will reduce manager-to-employee ratios.

c.all of the above.

d.none of the above.

8.All the following were methods used to reinvent governmentexcept

a.TQM.

b.CQI.

c.PDR.

d.CzRM.

9.Principle(s) used during the reinvent government era is(are)

a.commitment to meeting customer-driven standards.

b.actions based on data, statistical analysis, facts, and outcome measures.

c.organizational changes and teamwork to encourage implementation.

d.all of the above.

10.What was the acronym for President Bush's governmental reform initiative?

a.GPRA

b.NPRG

c.PM

d.PMA

11.All the following government services are difficult to measureexcept

a.police and fire protection.

b.routine sanitation functions.

c.emergency management.

d.homeland security.

12.The Malcolm Baldrige National Quality Award is funded by

a.corporate taxes.

b.the federal government.

c.application fees.

d.the National Center for Public Performance.

TRUE-FALSE QUESTIONS

1.The National Partnership for Reinventing Government was the Clinton Administration's initial effort to reform the federal government from 1993-1997.

2.For almost two decades, there has been much emphasis placed on the results of government programs.

3.Total quality service focuses more on the perceptions of government than on actual customer satisfaction with service.

4.Tragic events, such as 9/11 and Hurricane Katrina, can alter the political environment and ultimately change the course of action and/or focus of administrative decision making in public agencies.

5.Issues, such as the digital divide and expanded use of e-government, have decreased and will most likely be eliminated over time.

6.President Clinton issued Executive Order 12862 in 1997 that mandated all federal agencies identify their customers and establish service standards and means to achieve them.

7.Concepts of productivity and performance management are shrinking in importance because there is a growing record of failures within this area.

8.The primary beneficiaries of the Medicare Part D drug program are the elderly.

9.Competitive outsourcing and a top-down, market-based approach to public management was advocated by the Bush administration.

10.PART was one aspect of the Bush Administration's PMA reform intended to create results-oriented government.

11.The claim-and-blame strategy is a situation where politicians "blame" bureaucrats and bureaucrats "claim" to not have the authority to act.

12.The goals of CzRM are to strengthen the relationship between government and citizens and encourage innovation within government.

13.New Public Service and the National Performance Review can be considered thesame.

14.President Obama's Strategy for American Innovation is meant to encourage students to pursue careers in science.