72 terms

Management III - Patient Services


Terms in this set (...)

mcgregor's theory x&y
(1) x: managers exert direct control over employees because work is distasteful and workers don't want responsibility; expect the worst
(2) y: parallels human relations model, leaders promote employee growth & development because work is enjoyable & workers are motivated & want control
human relations theory
workers accept responsibility and are self-motivated
herzberg's motivation-hygiene theory
workers are more likely to be satisfied with marginal factors if motivational factors are high, and good hygiene factors help prevent reduced performance and stress-related illness/absenteeism
herzberg's marginal hygiene factors
pay, benefits, fair administrative policies, good working conditions
herzberg's motivational factors
achievement, recognition, promotion, opportunities
maslow's hierarchy of needs: overview
human needs depend on what one already has and only unsatisfied needs influence behavior
maslow's hierarchy of needs: start w/ most basic
1. basic physiological needs
2. safety & security
3. social needs & affection
4. self esteem & status
5. self-realization, actualization, fulfillment
elton mayo
emphasized employee participation & consideration of their needs based on hawthorne studies; self-direction & control are common; leader facilitates goals of organization & workers
hawthorne effect
the positive influence a change in the work environment has on increasing employee output
participative leadership
leaders ID purpose,problems and a tentative plan but invite input from subordinates before making final decision (japanese)
democratic leadership
leaders ask subordinates to make decisions within limits defined by manager
autocratic leadership
leaders make decisions, announce to subordinates; "the boss"
laissez-faire leadership
manager/leader = figurehead, doesn't interfere but sets limits; based on economic doctrine that government shouldn't interfere with commerce
bureaucratic leadership
emphasizes procedures & historical methods regardless of usefulness in changing environments; leaders attempt to solve problems by adding layers of control (power comes from controlling the flow of information)
fair labor standards act (FLSA)
established federal minimum wage, max hours, equal & OT pay, tip regulations, & child labor provisions
federal wage & hour law
another name for the fair labor standards act
who enforces the fair labor standards act?
us department of labor
national labor relations act (NLRA)
1. established national labor relations board (NLRB) to regulate the right of employees to join a union
2. established the right of workers to organize & join unions, choose representation, bargain collectively, strike
3. nonprofits EXCEPT hospitals = exempt
wagner act
another name for the national labor relation act
equal emploment opportunity act
amendment to the title VII civil rights act, adding sex & religion to qualities protected
taft-hartley labor act
amendment to wagner act that prevents unions from coercing employees to join, outlaws union & closed shops, provides for collective bargaining
labor management relations act
another name for the taft-hartley labor act
union shops
requires an employee to become a member of the union in order to retain a job
closed shops
obligates an employer to hire only union members and discharge those who drop membership
collective bargaining
an obligation to meet and discuss terms with an open mind
civil rights act
prohibits discrimination by employers based on race, color, national origin and later amended to include sex, religion, sexual harassment, pregnancy, & parenting
equal pay act
amendment to the fair labor standards act that prohibits employers from discriminating based on sex in payment of wages for equal work
who enforces the equal pay act?
the equal employment opportunity commission
family and medical leave act (FMLA)
all eligible employees get 12 weeks max per 12mo period for family/personal medical leave; guaranteed to return to same or equal job (usually)
worker's compensation law
state-regulated program covering medical costs for injuries incurred on the job, partially paid by employer premiums
management by objectives (MBO)
emphasizes setting measurable performance goals mutually agreed upon by employee & supervisor to simplify & overcome the limitations of traditional evaluations; at intervals,progress toward goals is assessed with employee participation
legal actions of management for unionization
lockout, plant closing, injunction, strikebreakers, management run operations, lobbyists
management locks doors, preventing union employees from entering (negative publicity toward management)
plant closing
management sells facility and moves instead of surrendering to labor demands; sometimes the threat of this is enough to motivate compromise
court order prohibiting either party from performing an unjust, inequitable or injurious act
nonunion workers who perform jobs until striking workers come to terms with management
management run operations
supervisory, technical, clerical personnel run equipment when regulars walk off job
persons employed to influence state and federal legislators to sponsor or vote for/against law that further particular interests
illegal actions of management for unionization
blacklist, yellow dog contract
list of pro-union workers circulated and employment opportunities denied to them
yellow dog contract
employees sign agreement with management to not join a union
neutral party who negotiates for employees (unions) and management; parties not obligated to accept recommendations & disputes often remain unsettled
appointed individual with power to determine & dictate settlement terms; guaranteed solution, may or may not be binding
shop steward
union member elected as representative of a shop or department in dealings with management
legal/illegal interview questions: arrest record
i. Legal: asking about a misdemeanor within 7yrs or felony within 10yrs
ii. Illegal: asking about anything prior
legal/illegal interview questions: credit reporting
i. Legal: none
ii. Illegal: all
legal/illegal interview questions: disabilities
i. Legal: ability to perform essential fxns with/without reasonable accommodation if interviewer thoroughly described them
ii. Illegal: asking directly if they have disability and what it is, how many days they've missed work due to illness, specific types of accommodations needed, etc.
legal/illegal interview questions: education
i. Legal: inquiries about education or training applicable to position
ii. Illegal: dates attended school
legal/illegal interview questions: experience
i. Legal: questions concerning job responsibilities or other work experience related to job qualifications
ii. Illegal: anything not directly related to the position at hand
legal/illegal interview questions: name
i. Legal: if they've worked under a different name at any of the organizations listed on the resume/references
ii. Illegal: asking what is original or maiden name, such as to indicate lineage, ancestry, descent, etc.
legal/illegal interview questions: nationality
i. Legal: authorization to work in the U.S., fluent languages if relevant to position
ii. Illegal: citizenship status, location of birth, native language
legal/illegal interview questions: affiliations
i. Legal: ask if they work for any professional/trade groups relevant to ability to perform this job
ii. Illegal: membership to any organization not relevant to job (aka in general)
legal/illegal interview questions: age
i. Legal: ask if over 18yrs old
ii. Illegal: ask for age, year of college graduation, birthday, etc.
legal/illegal interview questions: personal
i. Legal: questions about height and weight essential to the safe performance of the job (e.g. are you able to lift a 50lb weight and carry it 100 yards)
ii. Illegal: asking for their actual height & weight
legal/illegal interview questions: military
i. Legal: type of training /education received in military
ii. Illegal: asking about type of discharge and what branch served
legal/illegal interview questions: marital/family status
i. Legal: ability/willingness to relocate/travel/work OT
ii. Illegal: direct questions about marital/family/living situation status
legal/illegal interview questions: transportation
i. Legal: do you have reliable transportation to & from work?
ii. Illegal: means of transportation
legal/illegal interview questions: workers comp
i. Legal: none
ii. Illegal: any questions designed to discover past work injuries.
unique characteristics of adult learners
1. problem centered
2. self-directed
3. accept responsibility for own learning
4. results oriented
national sanitation foundation international (NSF)
recommends/develops standards and criteria for products, foodservice equipment that affect public health; voluntary equipment inspection; similar to UL but doesn't deal with electrical
underwriter's laboratory
develops standards/test procedures for products, materials, components, assemblies, tools/equipment for product safety; voluntary inspection of electrical equipment
requires employers to ensure safe working environment
USDA inspects
meat & poultry inspection at time of slaughter, egg processing plants
span of control:
# people 1 person supervises
scalar chain
authority & responsibility flow in a direct line vertically from the highest level of the organization to the lowest
unity of command
each person should be accountable to only 1 superior
program evaluation and review technique (PERT)
management tool used for planning & controlling operations; represents the tasks involved in completing a given project including time needed to complete; events presented in a logical sequence, no activity can commence until its immediately preceding event is completely; planner must decide which milestones should be PERT events
critical path
algorithm for scheduling a set of project activities for project management: (1) list all activities required to complete the project & the time each will take to complete (2) note the dependencies between the activities (3) longest path of planned activities is calculated to determine which activities are critical (have the longest path) and which have "total float" (can be delayed without making project longer)
turnover rate
(total employee terminations / average work force for specific period) x 100
how do you compute FTE?
sum of all hours worked by all employees, divide by 40 (for weekly)
meals / FTE
# meals served / # FTE to produce the meals
meals / labor hour
# meals served / # labor hours needed to produce the meals