Quality Assurance and Improvement Flashcards
7 cards from real BBC practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Quality Assurance and Improvement flashcards as text
A quality audit in an office setting is PRIMARILY used to:
Answer: Evaluate whether processes and outputs meet established standards
A quality audit systematically examines processes and outputs to determine whether they conform to established quality standards.
Which of the following is an example of a preventive quality measure in clerical work?
Answer: Creating a checklist to ensure all required fields are completed before submitting a form
A checklist used before submission is a preventive measure because it stops errors from occurring in the first place.
An employee consistently produces reports with missing attachments. After being informed of the issue, the employee continues making the same mistake. The supervisor should NEXT:
Answer: Document the performance issue and implement a corrective action plan
Documenting the issue and creating a corrective action plan is the appropriate quality management response when coaching alone has not resolved a recurring error.
In quality improvement, what is the purpose of collecting baseline data BEFORE implementing a change?
Answer: To have a reference point for measuring whether the change resulted in improvement
Baseline data establishes a starting point so that after the change is implemented, you can objectively measure whether performance improved.
Which behavior BEST demonstrates a quality-focused mindset in a clerical employee?
Answer: Proactively checking work for errors before submitting it
Proactively checking work before submission reflects personal accountability and a commitment to producing accurate, high-quality output.
A department wants to reduce the number of incorrectly processed invoices. Which approach reflects a quality improvement methodology?
Answer: Analyze error patterns, identify causes, and redesign the process to eliminate them
Analyzing error patterns, identifying root causes, and redesigning the process is the systematic quality improvement approach that addresses the source of the problem.
What is the role of feedback from internal customers (other departments) in quality improvement?
Answer: It provides valuable information about whether support services are meeting departmental needs
Internal customer feedback reveals gaps between what support services deliver and what other departments need, driving targeted quality improvements.