NPS Performance Improvement & Quality Metrics 3

Question 1

A Balanced Scorecard evaluates organizational performance from how many distinct perspectives?

Accepted Answer

Four (financial, customer, internal processes, and learning & growth)

Answer

Two (financial and operational)

Answer

Three (people, process, and technology)

Answer

Five (financial, customer, quality, people, and innovation)

Question 2

Which technique involves teams brainstorming all potential causes of a problem and organizing them into categories such as people, methods, machines, and materials?

Accepted Answer

Fishbone (Ishikawa) diagram

Answer

Force field analysis

Answer

Failure Mode and Effects Analysis (FMEA)

Answer

SWOT analysis

Question 3

A run chart is most useful for:

Accepted Answer

Displaying data over time to detect trends, shifts, or patterns in a process

Answer

Comparing the performance of different departments simultaneously

Answer

Identifying which defects occur most frequently in a process

Answer

Showing the correlation between two performance variables

Question 4

Which internationally recognized quality management standard is most commonly implemented in healthcare organizations to demonstrate commitment to quality?

Accepted Answer

ISO 9001

Answer

ISO 14001

Answer

OHSAS 18001

Answer

ISO 45001

Question 5

In performance management, 'throughput' is best defined as:

Accepted Answer

The rate at which a system produces its intended output over a specific time period

Answer

The percentage of processes completed without errors

Answer

The number of employees completing training modules per month

Answer

The total revenue generated by a department in a fiscal quarter

Question 6

A gap analysis in performance improvement is used to:

Accepted Answer

Compare current performance against desired performance to identify areas needing improvement

Answer

Identify financial discrepancies between budgeted and actual expenditures

Answer

Assess the number of employee positions that need to be filled

Answer

Evaluate performance differences between competing organizations

Question 7

The Kaizen approach to quality improvement is best characterized by:

Accepted Answer

Continuous, incremental improvements involving all employees at every level

Answer

Large-scale, infrequent process overhauls driven by senior management

Answer

Radical process redesign using advanced technology and automation

Answer

Outsourcing non-core activities to specialized external providers