HCAD 301 Exam#2 | UPDATED Questions with 100%
Verified Answers
Q1: Ombudman
A: * A Scanadinavin term meaning "voice of the people"
* In the U.S the word has come to mean "people's advocate"
Q2: Ombudsman's Responsibilities
A: * Ombudsman protects and promotes the right of the long term care consumers to
achieve individualized quality care and quality of life.
Q3: What do Ombudsman investigate?
A: * Trouble-shoot, problem solve
* Mediate, negotiate, persuade
* Educate, consult, and empower
* Focus on staff/care, resolving challenging among LTC consumers, families, teams, for
positive outcomes, individualized quality of life and quality of care for the resident
* We have no regulatory authority, but may refer to or perform join investigations with
regulators as needed
Q4: Residents and Family Council
A: Councils within facilities which focus on improvement, and an avenue for residents to get
their thoughts heard. Stakeholders can be heard.
Q5: What are the steps in LEAN approach?
A: 1. Define performance problem
2. Examine work Procedure (ex: process diagram)
3. Identify Opportunities
4. Investigate Root Cause
5. Illustrate a better way
6. Implement
7. Follow-up and analysis
Q6: Rapid Cycle Improvement (Multiple PDCA cycles)
A: 1. Accelerated timeframe (Several small process changes to achieve a set goal and less
comprehensive process analysis than in PDCA
2. Many, many PDCA cycles building off another cycles can also work in an overlapping
fashion.
Q7: FOCUS PDCA
A: Find a process to improve
Organize a team that knows the process
, Clarify current knowledge of the process
Understand sources of variation
Select the Improvement
Plan the improvement and continue data collections
Do the improvement, data collection and analysis
Act to gain hold
Q8: FADE
A: Focus- Choose problem which could be anything you want to improve.
Analyze- Gather data
Develop- Solution or Plan
Execute- Implement, monitor, and adjust where needed.
Q9: The Culture of Organization
A: An Organization's value system and collection of guiding principles
Driving forces and beliefs
* Organizational needs
* Leadership
* Employees- Satisfaction and commitment
Q10: Eliminate Waste- DOWNTIME
A: * Defects/Re-work: Inspection and checking; handling more than one
* Overproduction: Making more than needed
* Waiting: Process step after a bottleneck; pull system instead
* Non-Utilized Talent
* Transportation: Moving stuff around
* Inventory: Excess work in process, excess raw materials
* Movement/Motion: People moving around, going from place to place
* Extra-Proccessing: Adding features the customer does not want (Ex: logs, copies,
excess data collection)
Q11: Value
A: Define value from the customer's perpective
Customer is who defines what value is
Refer to Basic Value Map
Q12: House of Six Sigma (Key steps to LEAN)
A: * The goals of LEAN and Six SIgma, together, are to meet/exceed customer's demands
with better quality and faster speed, and to improve processes by reducing variation and
defects (waste) in the output and improving process flow
* Data and Facts are the foundation
Q13: DMAIC
Verified Answers
Q1: Ombudman
A: * A Scanadinavin term meaning "voice of the people"
* In the U.S the word has come to mean "people's advocate"
Q2: Ombudsman's Responsibilities
A: * Ombudsman protects and promotes the right of the long term care consumers to
achieve individualized quality care and quality of life.
Q3: What do Ombudsman investigate?
A: * Trouble-shoot, problem solve
* Mediate, negotiate, persuade
* Educate, consult, and empower
* Focus on staff/care, resolving challenging among LTC consumers, families, teams, for
positive outcomes, individualized quality of life and quality of care for the resident
* We have no regulatory authority, but may refer to or perform join investigations with
regulators as needed
Q4: Residents and Family Council
A: Councils within facilities which focus on improvement, and an avenue for residents to get
their thoughts heard. Stakeholders can be heard.
Q5: What are the steps in LEAN approach?
A: 1. Define performance problem
2. Examine work Procedure (ex: process diagram)
3. Identify Opportunities
4. Investigate Root Cause
5. Illustrate a better way
6. Implement
7. Follow-up and analysis
Q6: Rapid Cycle Improvement (Multiple PDCA cycles)
A: 1. Accelerated timeframe (Several small process changes to achieve a set goal and less
comprehensive process analysis than in PDCA
2. Many, many PDCA cycles building off another cycles can also work in an overlapping
fashion.
Q7: FOCUS PDCA
A: Find a process to improve
Organize a team that knows the process
, Clarify current knowledge of the process
Understand sources of variation
Select the Improvement
Plan the improvement and continue data collections
Do the improvement, data collection and analysis
Act to gain hold
Q8: FADE
A: Focus- Choose problem which could be anything you want to improve.
Analyze- Gather data
Develop- Solution or Plan
Execute- Implement, monitor, and adjust where needed.
Q9: The Culture of Organization
A: An Organization's value system and collection of guiding principles
Driving forces and beliefs
* Organizational needs
* Leadership
* Employees- Satisfaction and commitment
Q10: Eliminate Waste- DOWNTIME
A: * Defects/Re-work: Inspection and checking; handling more than one
* Overproduction: Making more than needed
* Waiting: Process step after a bottleneck; pull system instead
* Non-Utilized Talent
* Transportation: Moving stuff around
* Inventory: Excess work in process, excess raw materials
* Movement/Motion: People moving around, going from place to place
* Extra-Proccessing: Adding features the customer does not want (Ex: logs, copies,
excess data collection)
Q11: Value
A: Define value from the customer's perpective
Customer is who defines what value is
Refer to Basic Value Map
Q12: House of Six Sigma (Key steps to LEAN)
A: * The goals of LEAN and Six SIgma, together, are to meet/exceed customer's demands
with better quality and faster speed, and to improve processes by reducing variation and
defects (waste) in the output and improving process flow
* Data and Facts are the foundation
Q13: DMAIC
