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SHRM-CP Organization Questions - Part 11
1. Which is the most desired outcome of an HR audit?
A) Increase in the organization's efficiency
B) Recognition of HR's role as a credible business partner
C) Confirmation that adequate controls are in place
D) Identification of underperforming areas of the function
2. An organization fears that it has become too bureaucratic and slow in responding to threats and opportunities. HR is charged with examining structures and processes to make the organization more agile. What type of intervention is this?
A) Competitive
B) Proactive
C) Organizational
D) Remedial
3. Which is the most effective way for HR professionals to align organizational effectiveness and development (OED) interventions with their organization's goals?
A) Reducing learning time for mastery of critical skills
B) Connecting the organization's strategy and the intervention activities
C) Increasing the budget for training and development activities
D) Involving managers in the development of training activities
4. Which would be the most effective measure of an intervention designed to improve customer service?
A) Number of customer complaint calls handled per hour
B) Proportion of employees who have completed customer service training
C) Customer anecdotes related to positive service interactions
D) Specific numerical ratings on a customer satisfaction survey
5. What would indicate a cultural shift as a result of Β an OED change initiative?
A) Consensus on key cultural issues
B) Fewer product returns due to quality issues
C) Number of cultural assessments collected
D) Summarized focus group data for management
A) Increase in the organization's efficiency
B) Recognition of HR's role as a credible business partner
C) Confirmation that adequate controls are in place
D) Identification of underperforming areas of the function
2. An organization fears that it has become too bureaucratic and slow in responding to threats and opportunities. HR is charged with examining structures and processes to make the organization more agile. What type of intervention is this?
A) Competitive
B) Proactive
C) Organizational
D) Remedial
3. Which is the most effective way for HR professionals to align organizational effectiveness and development (OED) interventions with their organization's goals?
A) Reducing learning time for mastery of critical skills
B) Connecting the organization's strategy and the intervention activities
C) Increasing the budget for training and development activities
D) Involving managers in the development of training activities
4. Which would be the most effective measure of an intervention designed to improve customer service?
A) Number of customer complaint calls handled per hour
B) Proportion of employees who have completed customer service training
C) Customer anecdotes related to positive service interactions
D) Specific numerical ratings on a customer satisfaction survey
5. What would indicate a cultural shift as a result of Β an OED change initiative?
A) Consensus on key cultural issues
B) Fewer product returns due to quality issues
C) Number of cultural assessments collected
D) Summarized focus group data for management
1. Right Answer: D
Explanation: The most desired outcome of an audit would be a clear sense of where performance could be improved and an action plan for implementing these improvements. A checklist of controls does not ensure that the controls are effective in their goals. The audit may not affect efficiency, although it should affect quality. Measuring oneself against peers is instructional, but doing it to gain credibility is shortsighted.
2. Right Answer: B
Explanation: This is a proactive intervention, taken to improve the organization's capabilities rather than to correct specific deficiencies, such as a dysfunctional culture that is affecting ethical conduct or engagement. That would be a remedial intervention. Competitive is not a type of intervention. An organizational intervention focuses on change at the organizational rather than team or individual level. A proactive or remedial intervention may include specific activities that focus on the organization and/or individuals.
3. Right Answer: B
Explanation: The most effective way to align HR activities with organizational goals is for HR professionals to participate in the strategic planning process. HR professionals should demonstrate the importance of an organization's OED activities by providing education and training in strategic planning and linking the outcomes of OED activities to organizational goals.
4. Right Answer: D
Explanation: A numerical rating is a quantifiable measure of desired performance, and it serves as a target for improvement. The best measure in this case is a numerical rating indicating a high level of customer satisfaction. Training is often necessary for improving performance but does not reflect actual performance. The number of calls handled is a legitimate measurement, but it measures efficiency rather than quality. Anecdotal feedback is not quantifiable and is a problematic measurement tool
5. Right Answer: B
Explanation: Organization interventions set measurable objectives so that the effectiveness of the intervention can be assessed. The objectives are related to the efficiency of the intervention in making change and its effectiveness in helping the organization achieve the desired performance. In this case, fewer product returns are a measurable result of activity and are aligned with an organization's strategic goals.
Explanation: The most desired outcome of an audit would be a clear sense of where performance could be improved and an action plan for implementing these improvements. A checklist of controls does not ensure that the controls are effective in their goals. The audit may not affect efficiency, although it should affect quality. Measuring oneself against peers is instructional, but doing it to gain credibility is shortsighted.
2. Right Answer: B
Explanation: This is a proactive intervention, taken to improve the organization's capabilities rather than to correct specific deficiencies, such as a dysfunctional culture that is affecting ethical conduct or engagement. That would be a remedial intervention. Competitive is not a type of intervention. An organizational intervention focuses on change at the organizational rather than team or individual level. A proactive or remedial intervention may include specific activities that focus on the organization and/or individuals.
3. Right Answer: B
Explanation: The most effective way to align HR activities with organizational goals is for HR professionals to participate in the strategic planning process. HR professionals should demonstrate the importance of an organization's OED activities by providing education and training in strategic planning and linking the outcomes of OED activities to organizational goals.
4. Right Answer: D
Explanation: A numerical rating is a quantifiable measure of desired performance, and it serves as a target for improvement. The best measure in this case is a numerical rating indicating a high level of customer satisfaction. Training is often necessary for improving performance but does not reflect actual performance. The number of calls handled is a legitimate measurement, but it measures efficiency rather than quality. Anecdotal feedback is not quantifiable and is a problematic measurement tool
5. Right Answer: B
Explanation: Organization interventions set measurable objectives so that the effectiveness of the intervention can be assessed. The objectives are related to the efficiency of the intervention in making change and its effectiveness in helping the organization achieve the desired performance. In this case, fewer product returns are a measurable result of activity and are aligned with an organization's strategic goals.
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