CED Quality Control & Process Improvement 2 — Questions and Answers
Question 1: Which metric is most commonly used to measure call-processing time efficiency in an emergency dispatch center?
- Average speed of answer (ASA) (Correct answer)
- Time to first unit arrival
- Call abandonment rate
- Dispatcher talk time
Correct answer: Average speed of answer (ASA)
Average speed of answer (ASA) measures how quickly calls are answered and is a primary efficiency metric in dispatch QC.
Question 2: A QC supervisor discovers that a dispatcher consistently fails to verify the caller's callback number. What is the BEST corrective action?
- Issue an immediate suspension
- Provide targeted coaching and document the session (Correct answer)
- Reassign the dispatcher to non-emergency calls
- File a formal complaint with HR
Correct answer: Provide targeted coaching and document the session
Targeted coaching with documentation addresses the specific deficiency while creating a record for trend monitoring.
Question 3: When conducting a call review, a QC analyst notes the dispatcher gave the caller incorrect pre-arrival instructions. This error should be classified as:
- Administrative error
- Protocol deviation (Correct answer)
- Documentation omission
- Telecommunicator misconduct
Correct answer: Protocol deviation
Giving incorrect pre-arrival instructions constitutes a protocol deviation because it departs from established dispatch guidelines.
Question 4: Which quality improvement model uses the steps Define, Measure, Analyze, Improve, and Control?
- PDCA
- Six Sigma DMAIC (Correct answer)
- Lean 5S
- Total Quality Management
Correct answer: Six Sigma DMAIC
Six Sigma's DMAIC framework provides a data-driven methodology for process improvement in high-stakes environments like dispatch.
Question 5: A dispatch center implements a new call-intake script. After 30 days, QC data shows longer handling times. What should management do FIRST?
- Roll back the new script immediately
- Collect additional data to determine if the trend is statistically significant (Correct answer)
- Discipline dispatchers for slow performance
- Increase staffing levels
Correct answer: Collect additional data to determine if the trend is statistically significant
Before making changes, management should gather enough data to confirm whether the increased handling time is a real trend or normal variation.
Question 6: Which of the following best describes a 'control chart' in the context of dispatch QC?
- A checklist used during live call monitoring
- A statistical tool that displays process variation over time against control limits (Correct answer)
- A chart mapping dispatcher shift assignments
- A document listing all protocol deviations for the month
Correct answer: A statistical tool that displays process variation over time against control limits
A control chart plots performance data over time with upper and lower control limits to distinguish normal variation from special-cause variation.
Question 7: An emergency dispatch center's QC program finds a 15% protocol compliance rate drop over three months. The MOST appropriate next step is to:
- Suspend all dispatchers with below-average scores
- Conduct a root cause analysis to identify why compliance dropped (Correct answer)
- Increase the number of calls reviewed per dispatcher
- Notify the media about the compliance issue
Correct answer: Conduct a root cause analysis to identify why compliance dropped
A root cause analysis identifies the underlying factors driving the drop, enabling targeted and effective corrective measures.
CED Quality Control & Process Improvement 2
Which metric is most commonly used to measure call-processing time efficiency in an emergency dispatch center?