BMO Quality Assurance & Improvement 3

Question 1

A bank teller makes a data entry error that isn't caught until the account reconciliation stage. Which quality concept does this represent?

Accepted Answer

First-pass yield failure

Answer

First-pass yield measures the percentage of items processed correctly without rework; an error caught downstream represents a failed first-pass.

Question 2

Which of the following best describes a 'quality audit' in a banking context?

Accepted Answer

A systematic examination of processes to verify compliance with standards

Answer

A quality audit systematically evaluates whether processes conform to defined standards, policies, and procedures.

Question 3

What does 'error proofing' (poka-yoke) aim to achieve in a process?

Accepted Answer

Designing the process so mistakes are impossible or immediately detectable

Answer

Poka-yoke (error proofing) redesigns processes or tools so human errors either cannot occur or are caught instantly.

Question 4

A quality manager at BMO wants to understand the relationship between call handle time and customer satisfaction scores. Which tool is most appropriate?

Accepted Answer

Scatter diagram

Answer

A scatter diagram plots two variables against each other to reveal whether a correlation exists between them.

Question 5

Which PDCA phase involves measuring actual results and comparing them against the expected outcomes of a change?

Accepted Answer

Check

Answer

The 'Check' phase of PDCA involves measuring results, analyzing data, and comparing outcomes to the goals set during planning.

(BMO) Bank of Montreal Assessment Practice Test

(BMO) Bank of Montreal Assessment Practice Test

BMO Quality Assurance & Improvement 3