The customer-driven approach operates under the business model where all efforts are geared toward developing and retaining the customer base. This approach promotes the ability to react and adapt to customer needs and to provide services in an efficient and effective manner:
A. autocratic, react and adapt
B. customer-driven, act and adapt
C. bureaucratic, react and adapt
D. customer-driven, react and adapt
All of the Following are the major categories of performance measures EXCEPT:
A. Input measures
B. Process measures
C. Control measures
D. Output measures
The ultimate penalty is generally _____ and _____guidelines are developed to ensure that the termination is warranted and that the employee has been adequately apprised of his or her behavioral problem:
A. termination, formal
B. discipline, informal
C. evaluation, informal
D. discipline, formal
Which of the following are the two broad classifications of management styles please mark the correct option:
A. Directing management
B. Autocratic management
C. Consultative management
D. All of the above
Data collection techniques for summative evaluations include all of the following EXCEPT:
A. Observation
B. Interviews
C. Examination of documents or data analysis
D. Experiments
In addition to the characteristics described above, performance measurement information should have all of the following characteristics EXCEPT:
A. Relevant (related to program's objectives)
B. Accurate (complete and error free.)
C. Easy to understand and use (free of jargon and with key terms defined)
D. easily accessible
A _______creates an additional layer of bureaucracy and potentially creates a new base of political power that can impede progress. Where as ________can become extremely powerful as they can impact the speed and delivery of government services with requirements and enforcement actions:
A. decentralized function, decentralized agencies
B. decentralized function, centralized agencies
C. centralized function, decentralized agencies
D. centralized function, centralized agencies
Change is a basic fact of life in all organizations. Managers must be able to respond to change in a quick and effective manner. All of the following are categories of change that government managers should consider EXCEPT:
A. Changes in the physical environment (e.g., increased population) can create an increased demand for services.
B. Changes in the political environment (e.g., new administrations, new legislation) can result in a need to change or increase areas of emphasis.
C. Changes in technology can result in a need to change policies, procedures, staffing levels, or goals.
D. No changes in the moral environment (e.g., increased emphasis of ethics in government) can result in the need for tighter controls and performance measures.
Process measures provide a means for evaluating the use of inputs to achieve outputs. where as Outcome measures report the results associated with the products or services delivered by a program or agency program, both qualitative and quantitative.
A. Process measures, Outcome measures
B. Output measures, Input measures
C. Input measures, Output measures
D. Outcome measures, Process measures
All of the following are major steps in the strategic planning process EXCEPT:
A. To develop the general outline
B. Develop one or more general statements that address what the entity aims to achieve.
C. Communicate the plan to affected staff. Consider sharing early drafts of the plan with staff to obtain their input and to ensure their support of the plan.
D. Develop specific plans, a method for achieving those plans, and resource allocations. the plans should contain measurable objectives and implementation or achievement time frames.
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