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Quality Assurance & Improvement Flashcards

7 cards from real CLC 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 Assurance & Improvement flashcards as text

  1. A leadership coach wants to assess whether clients are applying new leadership behaviors between sessions. Which quality assurance approach is most effective?

    Answer: Establishing behavioral anchors and tracking observable actions with 360-degree check-ins

    Behavioral anchors combined with 360-degree check-ins provide observable, multi-source evidence of skill application between sessions.

  2. When a coaching program shows mixed results across different clients, what quality improvement step should a CLC take first?

    Answer: Segment outcome data to identify patterns across client profiles and contexts

    Segmenting data helps identify which client profiles or conditions correlate with stronger or weaker outcomes before making changes.

  3. Which metric best reflects the quality of a leadership coach's ability to foster client self-awareness?

    Answer: Client-reported insight scores on validated self-assessment pre/post coaching

    Validated self-assessment instruments measured before and after coaching provide evidence of growth in self-awareness.

  4. A CLC notices that a coaching tool consistently produces different results with senior executives versus mid-level managers. This is an example of:

    Answer: Measurement invariance requiring assessment recalibration

    Measurement invariance means an instrument does not perform consistently across different groups, requiring recalibration or replacement.

  5. In a quality improvement cycle for a coaching practice, what does the 'Check' phase of PDCA specifically involve?

    Answer: Comparing actual outcomes against expected outcomes from the implemented change

    The Check phase of PDCA involves comparing actual results against the predicted outcomes to determine if the change worked.

  6. A leadership coaching firm wants to reduce variability in client outcomes. Which quality tool is most useful for identifying root causes of outcome inconsistency?

    Answer: Fishbone (Ishikawa) diagram

    A fishbone diagram systematically maps potential causes of a problem across categories, making it ideal for root cause analysis.

  7. A CLC receives conflicting feedback — clients rate sessions highly but organizational sponsors report no visible leadership improvement. What quality improvement action is most appropriate?

    Answer: Align coaching goals with sponsor-defined behavioral outcomes and create dual accountability measures

    Aligning coaching goals with organizational outcomes and creating dual accountability bridges the gap between client satisfaction and business impact.