Quality Assurance & Improvement Flashcards

A training department compares its cost per learner hour with that of top-performing organizations in other industries. This practice is called:

Answer: Benchmarking

Benchmarking compares performance and practices against recognized leaders to find improvement opportunities.

During a root cause analysis of repeated LMS enrollment errors, a manager asks 'why' successively until reaching the underlying cause. This technique is known as:

Answer: 5 Whys

The 5 Whys technique repeatedly asks why to drill down from symptom to root cause.

Which measure best indicates the reliability of a training assessment?

Answer: Learners score consistently on repeated administrations under similar conditions

Reliability refers to the consistency of scores across administrations or raters.

A training manager wants to ensure two different instructors grade role-play assessments the same way. What should be established?

Answer: Inter-rater reliability using a scoring rubric and calibration

Rubrics and rater calibration improve inter-rater reliability so scores don't depend on who grades.

What is the primary purpose of formative evaluation during training program development?

Answer: To improve the program while it is still being designed or piloted

Formative evaluation gathers feedback during development to refine the program before full implementation.

Which approach best reflects continuous quality improvement (CQI) in a training function?

Answer: Regularly collecting data and making incremental improvements

CQI relies on ongoing measurement and small, frequent improvements rather than occasional overhauls.

In Six Sigma terminology, what does a 'defect' refer to when applied to training delivery?

Answer: Any outcome that fails to meet a defined customer requirement

A defect is any instance where the output does not conform to a specified customer requirement.