Quality Assurance & Improvement Flashcards

The Phillips ROI methodology adds which level beyond Kirkpatrick's four levels?

Answer: Return on investment

Phillips adds Level 5, which compares monetary program benefits to program costs.

When calculating training ROI, which step helps ensure the results are attributable to training rather than other factors?

Answer: Isolating the effects of training, such as with a control group

Isolating training effects (e.g., control groups or trend analysis) separates training impact from other influences.

A training manager surveys stakeholders to define which attributes of training matter most to them before setting quality standards. This reflects which quality principle?

Answer: Customer focus

Customer focus means defining quality based on the needs and expectations of those served.

Which practice from Deming's philosophy most directly applies to reducing reliance on end-of-course testing to catch weak training?

Answer: Cease dependence on mass inspection by building quality in

Deming urged building quality into the process instead of relying on inspection to find defects.

A post-course evaluation shows high satisfaction scores but no improvement on job performance metrics. What is the best conclusion?

Answer: Reaction data alone does not confirm learning transfer or results

Positive reactions do not guarantee learning, behavior change, or business results.

What is the main purpose of a pilot test before full rollout of a new training program?

Answer: To identify and fix problems with a representative group before wide release

Pilots expose design and delivery issues with a small representative audience so they can be fixed early.

Which evaluation design gives the strongest evidence that a training program caused an observed improvement?

Answer: Pre-test/post-test with a randomly assigned control group

Random assignment with a control group and pre/post measures best rules out alternative explanations.