Quality Assurance & Improvement Flashcards

A training manager notices course completion rates vary widely month to month and wants to know whether the variation is normal or signals a real problem. Which tool is most appropriate?

Answer: Control chart

Control charts separate common-cause variation from special-cause variation over time.

In the PDCA cycle, during which phase is a small-scale pilot of a proposed training improvement run?

Answer: Do

The Do phase implements the change on a small scale to test it.

Which international standard specifically provides guidelines for competence management and people development, including training quality?

Answer: ISO 10015

ISO 10015 offers guidelines for competence management and people development within quality management systems.

A Pareto analysis of learner complaints shows that three issues account for 80% of all complaints. What should the training manager do first?

Answer: Focus improvement efforts on those three issues

The Pareto principle directs effort toward the vital few causes producing most of the problems.

Which activity is best classified as quality assurance rather than quality control in a training program?

Answer: Establishing design standards and review checkpoints for all new courses

Quality assurance is process-focused and preventive, building quality into how courses are designed.

A training team uses a fishbone diagram to investigate why new-hire onboarding scores dropped. What is the main purpose of this tool?

Answer: To identify and categorize potential root causes

Ishikawa (fishbone) diagrams organize possible causes into categories to support root cause analysis.

Which DMAIC phase in Six Sigma focuses on sustaining gains, such as documenting the new training procedure and monitoring it?

Answer: Control

The Control phase locks in improvements through documentation, monitoring, and response plans.