LEADERSHIP AND STRATEGY EXAM
1. What is the first step in the strategic planning process?: The demand orga-
nization develops a strategic plan.
2. What is an example of an important but NOT urgent activity?: Asking cus-
tomers about their business problems.
,3. What additional information would be useful in aligning the FM organi-
zation's strategy with the demand organization's objectives based on this
balanced scorecard?: Additional information that might be useful includes the or-
ganization's mission, vision, values and culture; the organization's strategic business
plan and the facilities register and/or audits.
4. Evaluate the four perspectives in the example balanced scorecard. What
objectives could be created by FM to support each category?: Objectives could
be something like this:
Customer perspective: a) Create customer profiles; Provide service excellence; Be
a trusted partner
b) Operational perspective: Establish performance metrics; Reduce overall cycle
times; Provide rapid response time
c) People perspective: Hire key technical talent; Increase employee productivity
,d) Financial perspective: Broaden revenue mix; Improve operational efficiency
5. How can success measures be aligned in this example?: By creating mea-
surements that feed into the four perspectives and ensuring the success criteria is
specific, measurable and agreed upon by the stakeholders.
6. Once FM has determined goals that support the demand organization strat-
egy, how does FM ensure alignment with the demand organization?: FM en-
sures alignment with the demand organization by showing the facility strategic plan
supports the demand organization's goals and that the objectives are appropriate.
7. What are the consequences of misalignment with the demand organization
strategy?: Consequences might be the lack of senior management support, and
unmet needs in customer segments.
8. What are the benefits of aligning with the demand organization strategy?-
: The benefits are the unity of purpose and a sense of teamwork and enhanced
, organizational performance.
9. What is the first step in the process of aligning the FM strategy to the de-
mand organization's strategy after assembling various inputs and producing
FM mission and vision statements?: Define what constitutes success in the FM
strategic planning process.
10. What is true of a demand organization's mission, vision, values and/or
culture?: Understanding and accepting the demand organization's mission helps
guide individual behavior.
1. What is the first step in the strategic planning process?: The demand orga-
nization develops a strategic plan.
2. What is an example of an important but NOT urgent activity?: Asking cus-
tomers about their business problems.
,3. What additional information would be useful in aligning the FM organi-
zation's strategy with the demand organization's objectives based on this
balanced scorecard?: Additional information that might be useful includes the or-
ganization's mission, vision, values and culture; the organization's strategic business
plan and the facilities register and/or audits.
4. Evaluate the four perspectives in the example balanced scorecard. What
objectives could be created by FM to support each category?: Objectives could
be something like this:
Customer perspective: a) Create customer profiles; Provide service excellence; Be
a trusted partner
b) Operational perspective: Establish performance metrics; Reduce overall cycle
times; Provide rapid response time
c) People perspective: Hire key technical talent; Increase employee productivity
,d) Financial perspective: Broaden revenue mix; Improve operational efficiency
5. How can success measures be aligned in this example?: By creating mea-
surements that feed into the four perspectives and ensuring the success criteria is
specific, measurable and agreed upon by the stakeholders.
6. Once FM has determined goals that support the demand organization strat-
egy, how does FM ensure alignment with the demand organization?: FM en-
sures alignment with the demand organization by showing the facility strategic plan
supports the demand organization's goals and that the objectives are appropriate.
7. What are the consequences of misalignment with the demand organization
strategy?: Consequences might be the lack of senior management support, and
unmet needs in customer segments.
8. What are the benefits of aligning with the demand organization strategy?-
: The benefits are the unity of purpose and a sense of teamwork and enhanced
, organizational performance.
9. What is the first step in the process of aligning the FM strategy to the de-
mand organization's strategy after assembling various inputs and producing
FM mission and vision statements?: Define what constitutes success in the FM
strategic planning process.
10. What is true of a demand organization's mission, vision, values and/or
culture?: Understanding and accepting the demand organization's mission helps
guide individual behavior.
