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what's the correct answer for below  questions?1

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

Select one: 

a. Demand organization develops strategic plan, execution is measured, FM organization develops strategic facility plan, and FM organization develops operations plans 

b. FM organization develops strategic facility plan, FM organization develops operations plans, demand organization develops strategic plan, and execution is measured 

c. FM organization develops strategic facility plan, demand organization develops strategic plan, FM organization develops operations plans, and execution is measured 

d. Demand organization develops strategic plan, FM organization develops strategic facility plan, FM organization develops operations plans, and execution is measured 

  

2What does measurement and feedback in the strategic planning process enable 

Select one: 

a. Tactical plan execution 

b. Formation of tactical plans 

c. Continual improvement 

d. Strategic plan execution 

3Which 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? 

Select one: 

a. Tactical plan 

b. Statement of requirements 

c. Facilities register 

d. Strategic facility plan 

4What is the main goal of aligning the FM strategy to the organizational strategy? 

Select one: 

a. Minimize the short-term costs of a given organizational strategy. 

b. Get approval and funding released for a given scenario alternative. 

c. Generate a strategic or macro statement of requirements. 

d. Move from a cost-driven approach to a business-driven approach. 

5What 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? 

Select one: 

a. Outcome measures 

b. Environmental scanning 

c. Performance drivers 

d. Facility register data 

6Performance drivers used to minimize equipment down time would be associated with which balanced scorecard perspective? 

Select one: 

a. Customer perspective 

b. Innovation and learning perspective 

c. Business process perspective 

d. Financial perspective 

7What management tool makes the link between the strategic facility plan and the organization's requirements transparent because it indicates actual customer/internal stakeholder needs? 

Select one: 

a. Programming 

b. Strengths, weaknesses, opportunities, threats (SWOT) analysis 

c. Strategic creative analysis (SCAN) 

d. Benchmarking 

8Which statement is true of the change process for a strategic facility plan? 

Select one: 

a. Significant changes may require a detailed business case to propose the change. 

b. The change process records problematic areas but not areas of particular success. 

c. Interim changes require executive or board approval, even when minor. 

d. Strategic facility plans should be updated only as they expire, every 3 to 5 years. 

9Which statement is true of gaining executive or board buy-in and approval for the facility management organization's strategic plan? 

Select one: 

a. In this phase, approval is on the strategic direction; approval of the financial impact is deferred until the next phase. 

b. Approval of a strategic facility plan includes release of all funds. 

c. If facility managers are presenting several scenarios, they should be careful not to show bias toward any scenario. 

d. Approval often relies primarily on the executive summary and not on the body of the proposal. 

10Which statement reflects best practice when requesting approval of the strategic objectives for a tactical plan? 

Select one: 

a. Strategic objective approval is at the sole discretion of executives/clients, never the facility manager. 

b. Strategic objectives and tactical plans rarely need approval. 

c. Strategic objective approval is generally at the discretion of the facility manager regardless of cost or planning complexity. 

d. Strategic objectives above a certain value or planning complexity may require executive/client approval. 

11Facility staff treat a facility manager with more respect because of his attendance at corporate strategy sessions. What is this type of personal influence called? 

Select one: 

a. Referent power 

b. Coalition power 

c. Representative power 

d. Information power 

12Which of the following is true of power versus influence? 

Select one: 

a. Position power is necessary but not sufficient for effective leadership. 

b. Personal influence is solely at the discretion of subordinates. 

c. A manager uses reward power to grant a subordinate personal influence. 

d. Position power cannot be exercised without personal influence. 

13According to Hersey-Blanchard's situational leadership theory, what style 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? 

Select one: 

a. Participation 

b. Telling 

c. Selling 

d. Delegation 

14Where should facility managers start when developing goals for the facility management organization? 

Select one: 

a. An internal focus on FM mission and vision. 

b. An internal focus on FM employee and contractor needs. 

c. An external focus on the entire organization. 

d. An external focus on laws, standards, and regulations. 

15A facility manager wants to use some union employees on a facility management project. What is one aspect the facility manager would NOT need to negotiate with union representatives? 

Select one: 

a. Temporary shifts in duties for union workers 

b. Wages for the union workers 

c. Use of union versus non-union workers on the project 

d. Transitional services such as training or mentoring 

16Which approach to innovation often originates from external sources? 

Select one: 

a. Change management 

b. Reengineering 

c. Best practices 

d. Continual improvement 

17A facility manager is approached by a subordinate with a complaint. As the subordinate 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 level of listening is this facility manager practicing? 

Select one: 

a. Selective listening 

b. Ignoring 

c. Empathetic listening 

d. Active listening 

18A 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? 

Select one: 

a. Coaching leadership 

b. Laissez faire management 

c. Manage through employee empowerment (manage with a loose rein) 

d. Manage by walking around 

19Which statement is true about marketing the facility management organization? 

Select one: 

a. A primary value proposition is that the FM organization is a critical sustainer of core business effectiveness such as production capacity. 

b. Focusing on delivering services as efficiently and effectively as possible sufficiently shows the value of the FM organization. 

c. FM organizational marketing plans are necessarily complex and requires professional staffing 

d. Marketing the FM organization is not a political task except in a dysfunctional organizational culture. 

20When assessing whether to change a practice in the facility management organizational structure, what is one of the first steps you should undertake? 

Select one: 

a. Ensure the practice is identical to core organizational structure practice. 

b. Propose the change to FM staff and ask their opinions. 

c. Survey FM staff to determine how many of them always follow the practice as specified. 

d. Research and understand the history of the practice. 

21What allows facility managers to exercise the most control over teams? 

Select one: 

a. Controlling team processes 

b. Controlling group dynamics 

c. Controlling team inputs 

d. Controlling team outputs 

22What is generally true of facility management policies, procedures, and practices? 

Select one: 

a. They specify minimum standards for work but allow workers to define the quality for the standards. 

b. They cannot take required skill levels for services into account when assigning expected time or cost. 

c. They vary for contractors because they must specify the processes for the required tasks. 

d. They frequently affect the choices made by managers and staff in the entire organization. 

23What can you assume when staff is aware they are underperforming, performing adequately, exceeding expectations, or overreaching their authority? 

Select one: 

a. Staff are more likely to perceive criticism of themselves or others as fair. 

b. Staff are less likely to accomplish work without some duplication of effort. 

c. Staff are less likely to feel threatened due to management meddling. 

d. Staff are more likely to need management's help when they encounter problems. 

What can be assumed about conflict management? 

Select one: 

24a. Facility managers realize that conflicts reduce team cohesiveness and find ways to prevent most conflict. 

b. Facility managers designate themselves as mediators using position power and policy, ensuring they will be used to resolve conflicts. 

c. Conflict resolution is designed to first diagnose and then treat the symptoms of the conflict. 

d. Drops in performance levels or nonverbal cues may be the only way to detect when some conflicts are occurring. 

25What is true when developing rules for organizational codes of conduct? 

Select one: 

a. Rules are intended to replace reason with position power. 

b. Rules intended only for facility management staff need not be compatible with the organization's rules. 

c. Rules generally need to be more detailed than principles. 

d. Rules that reinforce organizational culture should be included even when not enforceable. 

26Which premise is true of stakeholders' expectations of facility management? 

Select one: 

a. Customers may not think consciously about facilities unless there is a problem. 

b. Internal stakeholders do not include facility management organization staff or contractors in this category. 

c. Suppliers and partners may not generally consider the needs of the facility management organization. 

d. Indirect stakeholders do not generally care about organizational growth and profit. 

27What statement is true of customer relationship management? 

Select one: 

a. Facility staff empowerment can be detrimental to customer service due to reduced service delivery consistency. 

b. Excellent or creative error recovery can be a source of customer satisfaction. 

c. A policy of zero errors is a best practice for maintaining customer relations. 

d. The philosophy that the customer is always right has a positive effect on facility management customer relationships. 

28Which statement is an example of wise implementation of corporate social responsibility (CSR) policy? 

Select one: 

a. Making trade-offs between local materials and best available materials. 

b. Always selecting the lowest life-cycle cost materials. 

c. Requiring the use of natural material alternatives when available. 

d. Systematically banning sources of harmful emissions. 

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