Quality Assurance & Improvement Flashcards
7 cards from real NRPA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Quality Assurance & Improvement flashcards as text
ISO 9001 is a quality management standard that parks agencies may adopt. Its core principle requires organizations to maintain:
Answer: Documented processes and continuous improvement practices
ISO 9001 requires organizations to document their processes, monitor performance, and commit to ongoing continuous improvement.
In recreation program evaluation, 'formative evaluation' is distinguished from 'summative evaluation' in that it:
Answer: Is conducted during program delivery to inform real-time improvements
Formative evaluation happens during program implementation and is used to make adjustments while the program is still running.
Which quality improvement tool displays the frequency of different problems or causes in descending order to help prioritize improvement efforts?
Answer: Pareto chart
A Pareto chart ranks problems by frequency in descending order, visually applying the 80/20 rule to identify the most impactful issues.
A parks and recreation department establishes 'service standards' for maintenance response times. These standards function primarily as:
Answer: Benchmarks against which actual performance is compared
Service standards define expected performance levels and serve as benchmarks for comparing actual delivery against desired targets.
Which approach to quality assurance focuses on preventing defects before they occur rather than detecting them after?
Answer: Proactive quality assurance
Proactive quality assurance embeds controls and checks into processes upfront to prevent errors rather than finding them after delivery.
When benchmarking parks department performance, PRORAGIS data allows agencies to compare metrics against:
Answer: Peer agencies nationally filtered by budget and population served
PRORAGIS allows agencies to filter national benchmarking data by peer group characteristics such as budget size and population served.
A recreation supervisor notices participant complaint rates have risen 15% over three months. The FIRST recommended quality improvement step is to:
Answer: Collect and analyze data to identify the root cause
The first step in quality improvement is always to gather and analyze data to understand the root cause before implementing any solution.