Performance Evaluation & Continuous Improvement Flashcards

In the PDCA cycle, which phase involves comparing pilot results against expected outcomes?

Answer: Check

The Check (or Study) phase evaluates results of the trial against predicted objectives.

A consultant wants to measure whether training changed on-the-job behavior. Which Kirkpatrick level applies?

Answer: Level 3 - Behavior

Kirkpatrick Level 3 assesses transfer of learning to workplace behavior.

Which is the best example of a leading indicator for client satisfaction in a consulting engagement?

Answer: Percentage of milestones delivered on schedule

On-time milestone delivery predicts future satisfaction, while the others report past outcomes.

The four perspectives of the Balanced Scorecard are financial, customer, internal business process, and:

Answer: Learning and growth

Kaplan and Norton's fourth perspective is learning and growth.

Which tool best identifies the few causes responsible for most of a quality problem?

Answer: Pareto chart

A Pareto chart ranks causes by frequency to highlight the vital few (80/20 rule).

Asking 'why' repeatedly until reaching the underlying cause of a problem describes:

Answer: The 5 Whys technique

The 5 Whys drills down through successive causes to find the root cause.

A KPI stating 'Reduce invoice processing time from 10 to 6 days by Q3' best satisfies which SMART criterion that a vague goal would lack?

Answer: Specific and Time-bound

It names a precise metric, a target, and a deadline.