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Which of the following is the FIRST step in facilitating change in an organization?

February 16, 2015

  1. Review customer satisfaction surveys
  2. Get feedback from staff on the problems to be addressed
  3. Identify key people in the organization that should be involved
  4. Develop a performance improvement plan

{ 7 comments… read them below or add one }

CPHQ Tutor February 16, 2015 at 11:58 am

This question is somewhat ambiguous because it does not specify exactly what change is being considered. However, the most appropriate answer option may be selected through a process of elimination. We can immediately eliminate answer options C and D because they are not consistent with change principles. That leaves us with answer options A and B. A is better than B because it focuses on the customer (which is important if you wish to introduce change). Reminder: a customer may be internal or external. Answer option B seems to be restricted to staff, and this group, though important, is not typically the first you would obtain feedback from in the first instance.

We believe the best answer is A.


EN February 28, 2015 at 10:21 am

A hospital develops a software to help in define problem ,what from these choices ,we should mark the trigger as zero :
a-physician not comply to hand wash hygiene
b- not complete medical record
c-near miss error
d- d-threats of suicide


CPHQ Tutor March 1, 2015 at 9:48 am

@EN—This question is ambiguous because it isn’t clear HOW the software helps to define the problem. WHAT problem? The mention of a “trigger” suggests that the software is being used as a data collection/analysis tool. However, having no (i.e., “zero”) trigger is odd because it implies that whatever process to be triggered should be performed regardless of whether there is stimulus/trigger. (Did you mean a trigger of 1 event, e.g. a sentinel event?) We are also unclear what the triggered process is. In short, in the manner that it has been phrased, this is a defective question.

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EN February 28, 2015 at 10:22 am

you accept my q without my name for replay


CPHQ Tutor March 1, 2015 at 9:50 am

As requested, your identity is kept anonymous. :)


Enass Naffie March 7, 2015 at 12:29 am

question my friend memorized as it is language construction un proper
to make trigger system which of the following
To be trigger zero:
A incomplete medical record
B near miss time out
C physicians not doing hand hygine before examining patients
D suicide threat


CPHQ Tutor March 9, 2015 at 10:29 am

@Enass Naffie—I’m not sure if I understand the question correctly. If you are asking which of the answer options (A, B, C, D) would be a suitable trigger set as zero (0), I’d say NONE would be relevant because none of them (i.e., no trigger) would need to occur to start (trigger) whatever subsequent process! I suspect the wording of your question needs to be improved.


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