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

The Balanced Scorecard, developed by Kaplan and Norton, measures performance across four perspectives: financial, customer, internal business processes, and learning & growth.

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

The fishbone diagram organizes brainstormed potential causes into major categories (the 4Ms: Man, Method, Machine, Material) to systematically explore all possible root causes.

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

A run chart plots data points over time in sequence, allowing teams to visually detect non-random patterns such as trends, cycles, or shifts that may indicate process changes.

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 9001 is the internationally recognized standard for quality management systems, widely adopted in healthcare to ensure consistent quality of products and services and drive continuous improvement.

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

Throughput measures the rate at which a system processes or produces outputs over a given time period, and is a key metric for evaluating process capacity and efficiency.

NPS - National Performance Specialists Certification Practice Test

NPS - National Performance Specialists Certification Practice Test

NPS Performance Improvement & Quality Metrics 3