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Performance Measurement & Continuous Improvement Flashcards

7 cards from real CPL practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Performance Measurement & Continuous Improvement flashcards as text

  1. A program leader notices that a KPI has remained flat for three consecutive reporting periods despite process changes. What should be the FIRST action?

    Answer: Analyze whether the process changes were fully implemented

    Before drawing conclusions from stagnant data, a leader must verify whether the intended changes were actually implemented with fidelity.

  2. Which continuous improvement methodology uses a structured problem-solving approach with phases: Define, Measure, Analyze, Improve, and Control?

    Answer: Six Sigma DMAIC

    Six Sigma's DMAIC framework provides a data-driven, structured approach to identifying and eliminating defects in processes.

  3. A balanced scorecard approach to program performance measures outcomes across how many primary perspectives?

    Answer: Four

    The balanced scorecard uses four perspectives: Financial, Customer, Internal Process, and Learning & Growth.

  4. When a program's outcome data shows high variability between sites, which statistical concept best describes this phenomenon?

    Answer: Standard deviation

    Standard deviation quantifies the spread or variability of data points around the mean, making it the appropriate measure for site-to-site differences.

  5. A program leader wants to identify which step in a multi-step service delivery process causes the most delays. Which tool is MOST appropriate?

    Answer: Value stream mapping

    Value stream mapping visually depicts each step in a process along with time and waste, making bottlenecks easy to identify.

  6. In the context of continuous improvement, 'gemba' refers to:

    Answer: Going to the actual place where work is done to observe processes

    Gemba (Japanese for 'the real place') is the practice of leaders going directly to the work site to observe operations firsthand.

  7. Which measure of program fidelity assesses whether staff delivered services as designed and intended?

    Answer: Adherence

    Adherence measures the extent to which practitioners deliver program components according to the prescribed protocol.