CPT Quality Assurance & Improvement 4

Question 1

In the DMAIC framework used in Six Sigma, which phase focuses specifically on identifying and validating the root causes of a quality problem?

Accepted Answer

Analyze

Answer

The Analyze phase uses statistical tools and techniques to determine which variables are actually causing the measured defects or performance gaps.

Question 2

A Pareto chart is used in quality improvement primarily to:

Accepted Answer

Identify the vital few causes responsible for the majority of defects

Answer

Pareto charts apply the 80/20 principle, highlighting the small number of causes (vital few) that produce the majority of quality problems.

Question 3

An organization wants to ensure its performance improvement processes consistently meet defined standards across all departments. Which system provides the most structured framework for this goal?

Accepted Answer

ISO 9001 Quality Management System

Answer

ISO 9001 provides a documented quality management system with standardized processes, auditing requirements, and continual improvement mandates.

Question 4

A performance technologist discovers that employees know how to perform a task correctly but consistently choose not to. According to performance analysis, the MOST likely cause is:

Accepted Answer

Insufficient consequences or incentives

Answer

When performers have the skill but not the will, the root cause typically lies in the consequences system — positive outcomes for desired behavior are absent or negative ones are missing.

Question 5

Which metric in performance improvement directly compares the monetary value of benefits to the total costs of an intervention, expressed as a percentage?

Accepted Answer

Return on investment (ROI)

Answer

ROI expresses net program benefits as a percentage of total program costs, making it the standard comparative metric in performance improvement evaluation.

(CPT) Certified Performance Technologist Practice Test

(CPT) Certified Performance Technologist Practice Test

CPT Quality Assurance & Improvement 4