Quality Assurance & Improvement Flashcards
7 cards from real CPT 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 & Improvement flashcards as text
A performance technologist is reviewing an intervention midway through implementation and finds that facilitators are deviating from the approved design. Which type of evaluation is being conducted?
Answer: Formative evaluation
Formative evaluation occurs during development or implementation to identify and correct problems before they become permanent.
Which quality improvement concept focuses on reducing variation in a process to no more than 3.4 defects per million opportunities?
Answer: Six Sigma
Six Sigma targets a quality level of 3.4 defects per million opportunities, represented statistically as six standard deviations from the mean.
A training manager wants to determine whether a newly deployed performance support tool is still producing the desired business results 18 months after launch. Which level of evaluation is most appropriate?
Answer: Level 4 — Results
Level 4 (Results) measures whether the intervention achieved targeted business outcomes such as productivity, quality, or profitability.
In a PDCA cycle, what is the primary purpose of the 'Check' phase?
Answer: Compare actual results against expected outcomes
The 'Check' phase involves measuring and analyzing results to determine whether the plan achieved the intended outcomes.
Which tool is most useful for visually identifying the relationship between a quality problem and its potential causes?
Answer: Ishikawa (fishbone) diagram
The Ishikawa or fishbone diagram organizes potential causes of a problem into categories, making root-cause analysis structured and visual.
An organization measures customer satisfaction scores after every completed training event. This practice is best described as which type of quality assurance activity?
Answer: Ongoing performance measurement
Collecting satisfaction data after each event is an ongoing performance measurement practice that tracks trends and flags deviations over time.
According to the HPT model, which step must be completed BEFORE designing a quality improvement intervention?
Answer: Conducting a performance analysis
The HPT model requires a performance analysis — identifying the gap between desired and actual performance — before any intervention is designed.