what's the correct answer for below  

questions?

1What 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. 

Answer 1: d. Demand organization develops strategic plan, FM organization develops

strategic facility plan, FM organization develops operations plans, and execution is
measured 
Answer 2: d. Strategic plan execution 
Answer 3: d. Strategic facility plan 
Answer 4: a. Minimize the short-term costs of a given organizational strategy. 
Answer 5: c. Performance drivers 
Answer 6: c. Business process perspective 
Answer 7: c. Strategic creative analysis (SCAN) 
Answer 8: a. Significant changes may require a detailed business case to propose the
change.
Answer 9: d. Approval often relies primarily on the executive summary and not on the
body of the proposal. 
Answer 10: d. Strategic objectives above a certain value or planning complexity may
require executive/client approval. 
Answer 11: c. Representative power
Answer 12: c. A manager uses reward power to grant a subordinate personal influence. 
Answer 13: a. Participation 
Answer 14: a. An internal focus on FM mission and vision. 
Answer 15: b. Wages for the union workers 
Answer 16: c. Best practices
Answer 17: b. Ignoring
Answer 18: d. Manage by walking around 
Answer 19: b. Focusing on delivering services as efficiently and effectively as possible
sufficiently shows the value of the FM organization. 
Answer 20: b. Propose the change to FM staff and ask their opinions. 
Answer 21: b. Controlling group dynamics 
Answer 22: a. They specify minimum standards for work but allow workers to define the
quality for the standards. 
Answer 23: a. Staff are more likely to perceive criticism of themselves or others as fair. 
Answer 24: c. Conflict resolution is designed to first diagnose and then treat the
symptoms of the conflict. 
Answer 25: d. Rules that reinforce organizational culture should be included even when
not enforceable. 
Answer 26: a. Customers may not think consciously about facilities unless there is a
problem. 
Answer 27: b. Excellent or creative error recovery can be a source of customer
satisfaction. 
Answer 28: d. Systematically banning sources of harmful emissions.