Admin Final - UTC OTD Exam Questions
and Answers
Control Chart
Type of line graph showing performance in relation to a set of upper and lower
control limits. A process is typically said to be "in control" if the graphed data
points continuously fall between upper and lower control limits.
Fishbone Diagram
A method used to identify and document causes to the problem (effect) being
studied; AKA "cause-and-effect" diagram
Histogram
Type of bar chart where frequency distribution is shown by means of "bars" or
rectangles
Multivoting or Nominal Group Technique
,Method of team voting used to decrease many choices to an important few
Pareto Chart
The concept that 80% of the problem is caused by 20% of the contributing root
causes
Pilot Test
A small-scale implementation often used to test a possible solution
Plan-Do-Act-Study (PDSA)
The commonly recognized process improvement cycle often used in CQI projects
Process Flow Diagrams
Graphic representations of the steps and decision points in any process
Return on Investment (ROI)
A calculation of what was gained from doing a project minus what was invested in
doing the project, typically expressed in terms of dollars
Root Cause Analysis
A method used to analyze the underlying reason(s) for a problem. The "root
cause" is what causes the problem to occur repeatedly
Run Chart
Type of line graph that shows changes in data over time
,Statistical Process Control
The principle that variation from common-cause systems should be left to chance,
but special causes of variation should be identified and eliminated
Stratification
Breaking data into categories such as by time, date, location, referral source, and
so on
1) Setting Direction
2) People Development
3) Key Processes and Tools
What are the 3 characteristics of CQI?
- Current: Consistent with today's competitors and benchmarks
- Calculable: Measurable
- Completeable: Reasonable and realistically accomplished
- Consensus-Based: Identified and supported by key stakeholders involved in the
process; consideration of resources/resource limitations
- Consistent with Organizational Goals: Align with mission/vision of organization
What are the 5 C's of valid customer requirements?
Quality assurance is only concerned with gathering data about stable processes
and taking action when major problems arise; continuous quality improvement is
about not only monitoring performance, but also identifying opportunities to
improve processes BEFORE major problems arise.
What is the fundamental difference between QA and CQI?
, - Plan: Identify and define the problem and aim --> Assess current situation
(process flow, cause and effect, baseline data) --> Develop solutions
- Do: Implement/test solutions
- Study: Learn from the results
- Act: Revise or implement solutions
What is involved in the PDSA process?
1) Awareness: Create organizational awareness by highlighting current problems
and discussing successes of CQI with staff
2) Knowledge: Build foundation and skill; top-down and bottom-up (typical)
3) Implementation: Decentralize ownership from leadership to all levels of the
organization
4) Integration: Establish way of doing business by integrating CQI into daily work
What are the 4 methods involved in the process of fully integrating a CQI into a
department?
- Improving product features
- Freedom from deficiencies
What two types of beneficial change did Juran recommend?
- Increase customer satisfaction with practitioner knowledge, helpfulness, and
courtesy
- Reduce cycle time (time from date of referral to date of first appointment)
- Reduce number of complaints (decrease wait times/delays and billing errors)
- Increase productivity levels
How can we improve product features?
- Compliance (lack of adherence to policy or regulatory requirements)
- Patient Safety (falls etc.)
- Quality (undesired outcomes)
What types of deficiencies should we avoid?
d. All of the above
and Answers
Control Chart
Type of line graph showing performance in relation to a set of upper and lower
control limits. A process is typically said to be "in control" if the graphed data
points continuously fall between upper and lower control limits.
Fishbone Diagram
A method used to identify and document causes to the problem (effect) being
studied; AKA "cause-and-effect" diagram
Histogram
Type of bar chart where frequency distribution is shown by means of "bars" or
rectangles
Multivoting or Nominal Group Technique
,Method of team voting used to decrease many choices to an important few
Pareto Chart
The concept that 80% of the problem is caused by 20% of the contributing root
causes
Pilot Test
A small-scale implementation often used to test a possible solution
Plan-Do-Act-Study (PDSA)
The commonly recognized process improvement cycle often used in CQI projects
Process Flow Diagrams
Graphic representations of the steps and decision points in any process
Return on Investment (ROI)
A calculation of what was gained from doing a project minus what was invested in
doing the project, typically expressed in terms of dollars
Root Cause Analysis
A method used to analyze the underlying reason(s) for a problem. The "root
cause" is what causes the problem to occur repeatedly
Run Chart
Type of line graph that shows changes in data over time
,Statistical Process Control
The principle that variation from common-cause systems should be left to chance,
but special causes of variation should be identified and eliminated
Stratification
Breaking data into categories such as by time, date, location, referral source, and
so on
1) Setting Direction
2) People Development
3) Key Processes and Tools
What are the 3 characteristics of CQI?
- Current: Consistent with today's competitors and benchmarks
- Calculable: Measurable
- Completeable: Reasonable and realistically accomplished
- Consensus-Based: Identified and supported by key stakeholders involved in the
process; consideration of resources/resource limitations
- Consistent with Organizational Goals: Align with mission/vision of organization
What are the 5 C's of valid customer requirements?
Quality assurance is only concerned with gathering data about stable processes
and taking action when major problems arise; continuous quality improvement is
about not only monitoring performance, but also identifying opportunities to
improve processes BEFORE major problems arise.
What is the fundamental difference between QA and CQI?
, - Plan: Identify and define the problem and aim --> Assess current situation
(process flow, cause and effect, baseline data) --> Develop solutions
- Do: Implement/test solutions
- Study: Learn from the results
- Act: Revise or implement solutions
What is involved in the PDSA process?
1) Awareness: Create organizational awareness by highlighting current problems
and discussing successes of CQI with staff
2) Knowledge: Build foundation and skill; top-down and bottom-up (typical)
3) Implementation: Decentralize ownership from leadership to all levels of the
organization
4) Integration: Establish way of doing business by integrating CQI into daily work
What are the 4 methods involved in the process of fully integrating a CQI into a
department?
- Improving product features
- Freedom from deficiencies
What two types of beneficial change did Juran recommend?
- Increase customer satisfaction with practitioner knowledge, helpfulness, and
courtesy
- Reduce cycle time (time from date of referral to date of first appointment)
- Reduce number of complaints (decrease wait times/delays and billing errors)
- Increase productivity levels
How can we improve product features?
- Compliance (lack of adherence to policy or regulatory requirements)
- Patient Safety (falls etc.)
- Quality (undesired outcomes)
What types of deficiencies should we avoid?
d. All of the above
