CPL Performance Measurement & Continuous Improvement 2 — Questions and Answers
Question 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?
- Increase the KPI target to motivate the team
- Analyze whether the process changes were fully implemented (Correct answer)
- Replace the KPI with a new metric
- Report the flat trend to stakeholders without comment
Correct 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.
Question 2: Which continuous improvement methodology uses a structured problem-solving approach with phases: Define, Measure, Analyze, Improve, and Control?
- Kaizen
- Lean
- Six Sigma DMAIC (Correct answer)
- PDCA
Correct answer: Six Sigma DMAIC
Six Sigma's DMAIC framework provides a data-driven, structured approach to identifying and eliminating defects in processes.
Question 3: A balanced scorecard approach to program performance measures outcomes across how many primary perspectives?
- Two
- Three
- Four (Correct answer)
- Six
Correct answer: Four
The balanced scorecard uses four perspectives: Financial, Customer, Internal Process, and Learning & Growth.
Question 4: When a program's outcome data shows high variability between sites, which statistical concept best describes this phenomenon?
- Mean regression
- Standard deviation (Correct answer)
- Selection bias
- Ceiling effect
Correct 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.
Question 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?
- Logic model
- Value stream mapping (Correct answer)
- Stakeholder matrix
- Risk register
Correct answer: Value stream mapping
Value stream mapping visually depicts each step in a process along with time and waste, making bottlenecks easy to identify.
Question 6: In the context of continuous improvement, 'gemba' refers to:
- A Japanese term for the ideal target state
- Going to the actual place where work is done to observe processes (Correct answer)
- A root cause analysis technique
- The gap between current and desired performance
Correct 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.
Question 7: Which measure of program fidelity assesses whether staff delivered services as designed and intended?
- Reach
- Dosage
- Adherence (Correct answer)
- Participant responsiveness
Correct answer: Adherence
Adherence measures the extent to which practitioners deliver program components according to the prescribed protocol.
CPL Performance Measurement & Continuous Improvement 2
A program leader notices that a KPI has remained flat for three consecutive reporting periods despite process changes.
What should be the FIRST action?