CED Quality Assurance & Improvement 2 — Questions and Answers
Question 1: An executive director notices that program outcome data is inconsistently collected across three sites. Which action best addresses this quality assurance gap?
- Collect data only from the highest-performing site
- Develop standardized data collection protocols and train all site staff (Correct answer)
- Increase the frequency of data collection without changing procedures
- Delegate data quality oversight entirely to site managers
Correct answer: Develop standardized data collection protocols and train all site staff
Standardized protocols and staff training ensure consistent, comparable data across all sites.
Question 2: A nonprofit uses a logic model for program planning. Which quality improvement benefit does a logic model primarily provide?
- It replaces the need for outcome evaluations
- It secures additional government funding automatically
- It links program activities to intended outcomes for accountability (Correct answer)
- It eliminates the need for staff performance reviews
Correct answer: It links program activities to intended outcomes for accountability
A logic model maps the causal chain from inputs and activities to outputs and outcomes, enabling accountability.
Question 3: Which quality improvement methodology uses Define, Measure, Analyze, Improve, and Control phases?
- Total Quality Management (TQM)
- Six Sigma DMAIC (Correct answer)
- Balanced Scorecard
- Plan-Do-Study-Act (PDSA)
Correct answer: Six Sigma DMAIC
Six Sigma's DMAIC framework provides a structured, data-driven approach to eliminating defects and improving processes.
Question 4: An executive director wants to benchmark her organization's service delivery against peer organizations. What is the primary purpose of benchmarking in quality improvement?
- To identify legal compliance gaps
- To compare performance against standards or best practices for improvement (Correct answer)
- To reduce staff workload by eliminating underperforming programs
- To justify budget cuts to the board
Correct answer: To compare performance against standards or best practices for improvement
Benchmarking uses external comparisons to identify performance gaps and adopt best practices.
Question 5: A quality audit reveals that staff are skipping required intake screening steps. Which response reflects a systems-oriented quality improvement approach?
- Immediately terminate the staff members involved
- Investigate root causes in training, workload, or procedure design before intervening (Correct answer)
- Issue a memo reminding staff of the policy
- Reduce the number of screening steps to match current practice
Correct answer: Investigate root causes in training, workload, or procedure design before intervening
A systems approach seeks root causes rather than assigning individual blame to produce lasting improvement.
Question 6: Which indicator is an example of a process measure rather than an outcome measure in program quality?
- Percentage of clients who achieved employment after services
- Number of counseling sessions delivered per client (Correct answer)
- Client satisfaction scores at program exit
- Reduction in recidivism rates among program graduates
Correct answer: Number of counseling sessions delivered per client
Process measures track service delivery activities, while outcome measures track client-level changes.
Question 7: An organization's board requests a quality improvement plan after a funder's critical evaluation. Which element is essential in such a plan?
- A list of staff to be disciplined for poor performance
- Specific, time-bound corrective actions with assigned responsibility and metrics (Correct answer)
- A request to delay the funder's next evaluation
- A narrative defending all current practices
Correct answer: Specific, time-bound corrective actions with assigned responsibility and metrics
Effective quality improvement plans specify what will change, by when, who is responsible, and how success will be measured.
CED Quality Assurance & Improvement 2
An executive director notices that program outcome data is inconsistently collected across three sites.
Which action best addresses this quality assurance gap?