CED Quality Control & Process Improvement 2

Question 1

Which metric is most commonly used to measure call-processing time efficiency in an emergency dispatch center?

Accepted Answer

Average speed of answer (ASA)

Answer

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?

Accepted Answer

Provide targeted coaching and document the session

Answer

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:

Accepted Answer

Protocol deviation

Answer

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?

Accepted Answer

Six Sigma DMAIC

Answer

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?

Accepted Answer

Collect additional data to determine if the trend is statistically significant

Answer

Before making changes, management should gather enough data to confirm whether the increased handling time is a real trend or normal variation.

(CED) Certified Emergency Dispatcher Practice Test

(CED) Certified Emergency Dispatcher Practice Test

CED Quality Control & Process Improvement 2