Performance Evaluation & Continuous Improvement Flashcards
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Read the first 7 Performance Evaluation & Continuous Improvement flashcards as text
Collecting feedback on a consultant from supervisors, peers, clients, and self is called:
Answer: 360-degree feedback
360-degree feedback gathers input from multiple sources around the individual.
A rater gives a consultant high marks in every category because of one outstanding presentation. This is:
Answer: Halo effect
The halo effect occurs when one positive trait colors ratings of all other traits.
Which metric best indicates consulting-firm resource efficiency?
Answer: Billable utilization rate
Utilization rate measures billable hours as a share of available hours.
In Lean, activities that consume resources but add no value from the customer's perspective are called:
Answer: Muda (waste)
Muda is the Lean term for non-value-adding waste.
A formative evaluation of a consulting intervention is conducted primarily to:
Answer: Improve the intervention while it is under way
Formative evaluation provides feedback during implementation for mid-course correction.
A client's net promoter score (NPS) survey yields 50% promoters, 30% passives, and 20% detractors. What is the NPS?
Answer: 30
NPS = % promoters - % detractors = 50 - 20 = 30.
Which approach best preserves objectivity when evaluating the success of your own consulting engagement?
Answer: Using pre-agreed success criteria and client-validated data
Baseline criteria agreed at the outset and verified by the client reduce bias.
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