Quality Assurance & Continuous Improvement Flashcards
7 cards from real CPI 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 & Continuous Improvement flashcards as text
Which type of quality audit evaluates an investigation firm's internal processes against its own documented procedures and standards?
Answer: First-party (internal) audit
A first-party or internal audit is conducted by the organization itself to assess compliance with its own standards and procedures, serving as a self-assessment tool for continuous improvement.
In continuous improvement methodology, 'voice of the customer' (VOC) data collected from investigation clients is MOST useful for:
Answer: Identifying gaps between client expectations and actual service delivery
VOC data captures client expectations, preferences, and complaints, allowing the investigation firm to align its quality standards with what clients actually value and need.
A CPI implements a '5 Whys' technique after a case where key evidence was lost. This tool is designed to:
Answer: Drill down to the root cause of a problem by repeatedly asking why
The 5 Whys technique iteratively asks 'why' at each answer to peel back layers of symptoms until the underlying root cause of a problem is identified.
An investigation firm is ISO 9001-certified. Which of the following BEST describes what this certification verifies?
Answer: The firm has implemented a quality management system meeting internationally recognized standards
ISO 9001 certifies that an organization has implemented a quality management system that meets international standards for consistent service delivery, customer focus, and continual improvement.
Which of the following is an example of a 'corrective action' in an investigative QA program?
Answer: Revising the evidence handling procedure after discovering a chain-of-custody failure
A corrective action addresses an identified nonconformity by eliminating its root cause to prevent recurrence; revising a procedure in response to a specific failure is a textbook example.
When prioritizing quality improvement projects in an investigations unit with limited resources, which criterion should carry the MOST weight?
Answer: Projects with the highest potential impact on case outcomes and client satisfaction
Resource-constrained QA programs should prioritize improvements that deliver the greatest measurable impact on core outcomes — case quality and client satisfaction — rather than ease of implementation.
A quality review finds that an investigator consistently produces reports with above-average quality scores. In a continuous improvement culture, management should PRIMARILY:
Answer: Document and share the investigator's best practices to elevate the entire team
Continuous improvement cultures identify and replicate best practices across the organization; sharing successful methods elevates team-wide performance rather than keeping excellence localized.