Quality Control & Process Improvement Flashcards
7 cards from real CPP 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 Control & Process Improvement flashcards as text
A parking facility's gate arm has malfunctioned 8 times in 90 days. Which quality improvement tool would best prioritize repair actions based on frequency and impact?
Answer: Pareto analysis
Pareto analysis applies the 80/20 rule to identify which failure types account for the majority of problems, enabling prioritized corrective action.
When conducting a facility audit as part of continuous quality improvement, which document serves as the primary reference for evaluating compliance?
Answer: Standard operating procedures (SOPs)
Standard operating procedures define expected performance benchmarks against which actual operations are measured during an audit.
In quality management, what is the key distinction between 'quality assurance' and 'quality control'?
Answer: QA focuses on preventing defects through process design; QC focuses on detecting defects in outputs
Quality assurance is proactive and process-oriented, while quality control is reactive and focused on inspecting finished outputs for defects.
A parking operation uses mystery shoppers to evaluate service quality. This practice is an example of which quality measurement approach?
Answer: Third-party audit
Mystery shoppers are external evaluators who provide an unbiased third-party assessment of service quality from a customer's perspective.
Which concept in process improvement refers to continuously making small, incremental improvements rather than large, one-time overhauls?
Answer: Kaizen
Kaizen is a Japanese philosophy of continuous, incremental improvement involving all employees in making small, ongoing enhancements to processes.
A parking manager notices that revenue per space varies significantly between comparable garages. The BEST first step in a formal process improvement initiative is to:
Answer: Define the problem scope and collect baseline performance data
Defining the problem and establishing baseline data is the critical first step so that improvements can be measured against a known starting point.
In a parking facility's quality improvement program, a 'control chart' showing data points consistently near the upper control limit would suggest:
Answer: A potential systematic issue requiring investigation before a violation occurs
Data consistently clustering near a control limit (even within bounds) indicates a non-random pattern signaling a potential process shift requiring investigation.