Reference no: EM132183105

1. Your physician's office is currently at 78% customer satisfaction on surveys. The office wishes to have at least a 90% customer satisfaction rate. The difference between the current level and the desired level is best defined as A. effects analysis. B. unintended consequences. C. creative tension. D. small wins.

2. Gathering "early adopters" is an important part of which step in the mental model for project teams? A. Decision making B. Using tools C. Assembling the team D. Creating meeting schedules

3. You notice that the emergency department response time increases considerably on Tuesday nights. Upon further investigation, you find out that the department is short two staff members on Tuesday nights. On your process and system performance chart, you would refer to this fact as A. frequency distribution. B. assignable variation. C. random variation. D. unbundled data.

4. A department manager wishes to tackle the issue of high employee turnover and therefore schedules a department meeting. A new employee starts the meeting by asking, "Exactly what are we trying to accomplish here?" Unknowingly, the new employee is exhibiting a critical part of which quality cycle? A. Shewhart cycle B. DMAIC cycle C. Performance management cycle D. Pareto Principle cycle

5. A manager is standardizing policies and sharing best practices in the departmental meeting. In doing so, the manager is fulfilling B. Do C. Study/check D. Act

6. Feedback about system performance falls under which aspect of performance management measures? A. Measurement methods B. Bias C. Testing strategy D. Measurement aim

7. The CEO of a hospital tells the management team that she wants them to continuously review, evaluate, and change requirements. In doing so, she wants the managers to apply the quality model of the _______ cycle. A. DMAIC B. Pareto Principle C. performance management D. Shewhart

8. Which one of the following types of analysis strives to prevent problems before they happen? A. Root cause B. Prospective C. Pareto D. Failure mode and effects

9. Which one of the following types of analysis requires a detailed investigation of past systems and processes to understand causes? A. Root cause B. Prospective C. Pareto D. Failure mode and effects

10. Improving a process by concentrating on the root of the problem is a critical part of the _______ cycle. A. DMAIC B. Performance management C. Pareto Principle D. Shewhart

11. If you're working on the principle that a few causes result in many effects, you would most likely illustrate it with a A. cause-and-effect diagram. B. run chart. C. Pareto chart. D. process flowchart.

12. Which one of the following umbrella terms describes methodologies, metrics, processes, and systems used? A. Enterprise performance management B. Performance improvement C. Framework implementation D. Process capability

13. A quality committee is reviewing health information data to identify nosocomial infections for a study. In doing so, which step is the committee fulfilling in the Shewhart cycle? A. Act B. Do C. Study/check D. Plan

14. If a manager wants a quick and complete overview of what is happening in the business, the manager could use A. bundled data. B. context reports. C. balanced scorecards. D. enterprise performance management techniques.

15. After listening to the complaints of overworked nurses, a nurse manager reviews schedules and then devises a plan to successfully hire additional staff and provide more days off. In doing so, the manager exhibited critical professional judgment known as A. PDCA. B. critical thinking. C. holding gains. D. performance management.

16. You're a manager observing your team for trends and patterns that reveal issues. In doing so, your behavior falls under which aspect of performance management measures? A. Measurement aim B. Measurement methods C. Testing strategy D. Bias

17. According to the aspects of performance management measures, how can you determine whether a change is or isn't an improvement? A. Determine whether there's a free flow of information B. Generate a hypothesis C. Identify random and assignable variables D. Get feedback about system performance End of exam

18. A nursing manager makes a change in scheduling that creates undue stress on the nurses who work on the weekend. Even though the nursing manager realized this, the manager continues with the same schedule without asking how the changes will affect the upcoming weekend staff. In doing so, the nurse manager made a A. management planning error. B. failure mode analysis. C. prospective analysis. D. management execution error.

19. Those who disagree with a surgeon's decisions but refuse to question the surgeon are an example of a traditional A. organizational context. B. microsystem. C. mental model. D. crew resource management.

20. A manager is reviewing the results of a coding study. In doing so, the manager is probably fulfilling which step in the PDCA cycle? A. Plan B. Study/check C. Act D. Do