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 HersheyBlanchard'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 positionalbased 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 twoboss 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 FMspecific 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 lifecycle 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 daytoday 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 graduatedegree 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 nonunion 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 costdriven approach to a businessdriven approach. Get approval and funding released for a given scenario alternative. Minimize the shortterm 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 leadermember 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 timetomarket strategic objective. Assuming viable leasing and building spaces are available, which of the following should the facility manager recommend? Cancel the strategic plans and reperform 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 longterm cost goals than a timetomarket objective. Build the new facility but rush construction and relocation in order to meet timetomarket 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 timetomarket objectives. Which of the following levels of accountability would be assigned to a selfdirected team (i.e., a team with both high task maturity and psychological maturity)? Act Act and report on exceptions only Recommendation Act conditionally