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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. Which of the following represents a Level 3 outcome in Kirkpatrick's model as applied to leadership coaching?

    Answer: Observable behavior change in the client's leadership style on the job

    Kirkpatrick's Level 3 measures behavior transfer — whether learning from coaching translates into changed on-the-job behavior.

  2. A CLC wants to ensure their coaching contract serves a quality assurance function. Which element is most critical to include?

    Answer: Measurable success criteria agreed upon by coach, client, and sponsor

    Agreed-upon measurable success criteria give all parties a shared benchmark for evaluating coaching effectiveness.

  3. When benchmarking a leadership coaching practice against industry standards, a CLC should primarily reference:

    Answer: Competency frameworks from ICF, EMCC, or similar accrediting bodies

    ICF, EMCC, and similar bodies provide validated competency frameworks that serve as recognized industry benchmarks for coaching quality.

  4. A CLC uses a Net Promoter Score (NPS) at the end of each engagement. Which limitation of NPS is most relevant to coaching quality assurance?

    Answer: NPS measures client willingness to recommend but not actual leadership behavior change

    NPS captures satisfaction and likelihood to recommend but does not measure whether coaching produced meaningful leadership development.

  5. A coaching quality audit reveals that 40% of clients did not complete their action plans between sessions. Which quality improvement intervention is most targeted?

    Answer: Introduce structured accountability check-ins and explore barriers to action plan completion

    Introducing accountability structures and exploring barriers directly addresses the root cause of incomplete action plans.

  6. In applying Six Sigma concepts to a coaching practice, what does 'reducing defects' most closely translate to?

    Answer: Decreasing instances where coaching goals are misaligned with client or organizational needs

    In coaching, a 'defect' is a process failure such as goal misalignment, and Six Sigma aims to reduce such systematic errors.

  7. A CLC is designing a feedback loop to continuously improve their coaching methodology. Which cadence best supports sustainable quality improvement?

    Answer: Regular micro-feedback after each session combined with a comprehensive review at engagement end

    Combining session-level micro-feedback with end-of-engagement reviews enables both real-time adjustments and strategic improvements.