Quality Control & Process Improvement Flashcards
7 cards from real CED 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 Control & Process Improvement flashcards as text
Which of the following is an example of a 'leading indicator' in dispatch center quality management?
Answer: Dispatcher training hours completed this month
Training hours completed is a leading indicator because it predicts future performance before outcomes are realized.
During a peer review session, one dispatcher gives another dispatcher an inflated score to avoid conflict. This behavior is known as:
Answer: Leniency bias
Leniency bias occurs when reviewers assign higher scores than performance warrants, often to avoid uncomfortable feedback.
A Certified Emergency Dispatcher is reviewing a call where the dispatcher asked unnecessary questions before confirming the address. Which QC dimension does this PRIMARILY affect?
Answer: Efficiency
Asking unnecessary questions delays life-safety information gathering, directly reducing call efficiency.
What is the purpose of 'calibration sessions' in a dispatch QC program?
Answer: To ensure evaluators apply scoring criteria consistently across the team
Calibration sessions align evaluators on how to score calls so that QC results are reliable and comparable across reviewers.
Under APCO and NENA standards, what minimum percentage of a dispatcher's calls should typically be reviewed monthly in a structured QC program?
Answer: 5–10%
Industry standards generally recommend reviewing 5–10% of calls monthly to provide a statistically valid sample without overburdening QC staff.
A dispatcher correctly interrogates a caller but documents the wrong priority code in the CAD system. This error is BEST categorized as:
Answer: Documentation error
Entering an incorrect priority code in CAD is a documentation error because the verbal performance was correct but the record is inaccurate.
Which concept describes making small, continuous, incremental improvements to dispatch processes rather than large, infrequent overhauls?
Answer: Kaizen
Kaizen is a Japanese philosophy of continuous, incremental improvement widely applied in quality management programs.