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 manager uses a 'voice of the customer' (VOC) process to improve service quality. What is the primary purpose of VOC in quality improvement?
Answer: Translating customer needs and expectations into measurable quality requirements
VOC systematically captures what customers value and converts those expectations into specific, measurable quality standards that guide process improvements.
Which quality tool would be most effective for visualizing the relationship between parking facility lighting levels and nighttime security incidents?
Answer: Scatter diagram
A scatter diagram plots two variables against each other to visually reveal whether a correlation exists between them, such as lighting levels and incident rates.
In continuous improvement, a 'gemba walk' involves parking managers doing which of the following?
Answer: Physically observing operations at the actual worksite to identify improvement opportunities
Gemba (Japanese for 'the actual place') walks require leaders to go to where work happens to directly observe processes, ask questions, and identify waste or problems.
When developing a service level agreement (SLA) for a managed parking contract, quality metrics should be:
Answer: Specific, measurable, and tied to defined consequences for non-compliance
Effective SLA quality metrics must be specific and measurable so performance can be objectively verified, with clear consequences ensuring accountability.
A parking operator implements a 'first pass yield' metric for vehicle entry transactions. What does this metric measure?
Answer: The percentage of vehicles entering without any transaction errors or rework
First pass yield measures the percentage of transactions completed correctly the first time without errors, rework, or intervention, reflecting process quality.
Which of the following best describes 'standardization' as a step in the PDCA cycle after a successful pilot improvement?
Answer: Documenting and implementing the improved process as the new standard across all applicable areas
Standardization (the 'Act' phase) means codifying the successful improvement into updated SOPs and rolling it out broadly so gains are sustained.
A CPP candidate reviewing quality improvement data notices that a bar graph shows transaction disputes peaking every Monday morning. This type of recurring pattern analysis is best continued using which tool?
Answer: Run chart or time-series analysis
A run chart or time-series analysis tracks performance data over time, making it ideal for identifying recurring patterns, trends, or cyclical variation.