Deck 15: Continuous Quality Improvement

Question 1

PDSA represents a cycle of activities for solving problems and improving work processes.

Answer 1

True

Question 2

An emphasis of continuous quality improvement is to reduce common-cause variation and to standardize work processes.

Answer 2

True

Question 3

Continuous quality improvement (CQI) relies upon the same principles and practices as quality assurance (QA) and represents a change primarily in name.

Answer 3

False

Question 4

A fishbone diagram or Ishikawa diagram is a tool that is most useful as a method to vote or make decisions about which problems are the highest priority.

Question 5

A type of bar chart (histogram) reorganized so that frequency distributions are presented in order from more to less to reflect relative frequencies is best called a:

A) Root cause chart.
B) Pareto chart.
C) Run chart.
D) Control chart.

Question 6

Separating data into categories such as by time, date, location, and referral source is best called:

A) Root cause analysis.
B) Process analysis.
C) Stratification.
D) Quantification.

Question 7

The stage of team development in which team members begin to respect one another and their leader's authority, feel more comfortable in sharing ideas and receiving constructive feedback, and have increased commitment to the project goal is best called:

A) Forming.
B) Storming
C) Norming.
D) Performing.

Question 8

A CQI tool that helps you to determine if a process is stable or if there are wide unexplained variations by using upper and lower limits on the tool is best called a:

A) Histogram.
B) Pareto chart.
C) Stratification table.
D) Control chart.

Question 9

Which of the following best describes multivoting or nominal group technique?

A) A method to put steps of a process in order
B) A method to generate multiple options as solutions to a problem
C) A method used to decrease many choices to an important few
D) A method to choose or nominate the final single choice of solutions to be implemented

Question 10

A calculation of what was gained from doing a project minus what was invested in doing the project, typically expressed in terms of dollars, is best called:

A) Return on investment.
B) Net revenue.
C) Root contribution analysis.
D) Operating margin.

Question 11

Which of the following best represents the steps listed in the Shewhart cycle?

A) Plan, do, study, act
B) Specification, production, inspection
C) Plan, pilot, execute, evaluate
D) Planning, production, execution, reassessment

Question 12

The process of setting expectations for group behavior during meetings is best called:

A) Process improvement
B) Teaming
C) Norming
D) Ground rules

Question 13

Which of the following best describes the PDSA cycle?

A) It is a systematic, repeatable, and teamwork-based process for solving problems or realizing opportunities for enhanced performance.
B) It is a set of cautions to be avoided during the cycle of CQI efforts.
C) It is an acronym for the requirements to determine a valid customer concern.
D) It represents the four critical tools that must be used in analyzing variation in work processes.

Question 14

Which of the following is true regarding the principles, tools, and approaches that comprise CQI?

A) They must be implemented organization-wide.
B) They require the assistance of a consultant to implement effectively.
C) They may be integrated on a smaller scale within a department or business unit.
D) They must be led by a quality council.

Question 15

Which of the following is true regarding quality goals, according to Juran?

A) Quality goals should be based on organizational priorities.
B) Quality goals are set based on customer needs.
C) Quality goals are designed to reduce variation.
D) Quality goals are developed using the PDSA cycle.

Question 16

When selecting a CQI project, a leader should consider:

A) The alignment of the initiative to the organization's mission and vision.
B) Whether the project relates to a regulatory requirement or government mandate.
C) The priorities of the department.
D) All of the above.

Question 17

Which of the following best describes the purpose of a fishbone diagram?

A) It is a method used to assist with identification and documentation of causes of the problem (effect) being studied.
B) It is a method used to assist with variance analysis.
C) It is a method used to order the causes of a problem from most relevant to least relevant.
D) It is a method to help identify the most appropriate members for participation in a CQI team.

Question 18

Which of the following best describes the purpose of a process flow diagram?

A) It demonstrates the flow of revenue within an efficient and high-performing organization.
B) It is a graphic representation of recommended decision-making processes in the PDSA cycle.
C) It is a graphic representation of the steps and decision points in any process.
D) It demonstrates the flow of expenses within an efficient and high-performing organization.

Question 19

Which of the following best describes the Pareto principle?

A) It is the concept stating that most of the cause of any problem is because of special cause variation.
B) It is the concept stating that 80% of the problem is caused by 20% of the contributing root causes.
C) It is the concept stating that most aspects of any problem can be solved by a single solution.
D) It is the concept stating that 80% of the gain in process efficiency is created by 20% of those contributing to the solution.