NPS Performance Improvement & Quality Metrics

Question 1

What does the acronym PDCA stand for in the context of quality improvement cycles?

Accepted Answer

Plan, Do, Check, Act

Answer

Perform, Develop, Control, Analyze

Answer

Prioritize, Define, Create, Assess

Answer

Process, Document, Correct, Adapt

Question 2

Which performance metric is calculated by dividing the number of defective units by the total number of units produced, then multiplying by 100?

Accepted Answer

Defect rate

Answer

Process capability index

Answer

Yield rate

Answer

Throughput rate

Question 3

A Key Performance Indicator (KPI) is best described as:

Accepted Answer

A measurable value that demonstrates how effectively an organization is achieving key objectives

Answer

A financial report generated monthly by management

Answer

A software tool used to track employee attendance

Answer

A standardized training curriculum for new employees

Question 4

Which quality improvement tool uses a diagram shaped like a fish skeleton to identify potential causes of a problem?

Accepted Answer

Fishbone (Ishikawa) diagram

Answer

Pareto chart

Answer

Control chart

Answer

Scatter plot

Question 5

What is the primary purpose of a control chart in performance monitoring?

Accepted Answer

To monitor process variation over time and detect unusual patterns

Answer

To display the frequency distribution of data

Answer

To rank problems in order of importance

Answer

To compare actual performance against targets

Question 6

Which quality management methodology is primarily focused on identifying and eliminating waste (muda) in processes?

Accepted Answer

Lean

Answer

Six Sigma

Answer

Total Quality Management (TQM)

Answer

ISO 9001

Question 7

In performance improvement, 'baseline measurement' refers to:

Accepted Answer

The data collected at the start of an improvement initiative to serve as a reference point

Answer

The minimum acceptable level of performance required by regulators

Answer

The average performance across all departments in the organization

Answer

The target performance level set by senior management