PHCLE EXAM WITH CORRECT ACTUAL
QUESTIONS AND CORRECTLY WELL
DEFINED ANSWERS LATEST ALREADY
GRADED A+
GEPA-General Educational Provisions Act - ANSWERS-
requires equitable access to federal funds
ESSA Title II - ANSWERS-requires a fair and equitable plan
for education and defined human capital management
system
Total cost calculation - ANSWERS-fixed costs + variable costs
= total costs
Incumbents - ANSWERS-current employees - tell you what
your current state is
ROI (Return on Investment) - ANSWERS-feasibility analysis
calculated as percent - benefits-cost/cost
,break-even analysis - ANSWERS-fixed costs/price per unit
sequence of repeatable actions that produce a desired
outcome - ANSWERS-process
Features of a high quality process - ANSWERS-up to date,
understandable, usable
COPIS - Customers, outputs, process, inputs, supplier -
ANSWERS-tool that provides a high level view of the
elements of a process
Swimlane Format - ANSWERS-graphical arrangement in
which all of the activities for a given role are shown in a
single vertical lane
Net Promoter Score (NPS) - ANSWERS-A service feedback
rating system measured by how likely customer is to
recommend you
customer satisfaction score CSAT - ANSWERS-Measure
where customer rates their experience with your company
, Customer Effort Score (CES) - ANSWERS-measure indicating
how easy it was for customer to resolve issue
customer service - ANSWERS-measured by calculating
response time, resolution time, quality, courtesy
continuous improvement steps - ANSWERS-define need,
analyze current state, implement action plan to achieve
future state
Validity - ANSWERS-The ability of a test to measure what it
is intended to measure
Reliability - ANSWERS-consistency of measurement
Model of communication of employee discipline - ANSWERS-
FRISK - Facts only, rule, impact, suggestions, knowledge of
response right
lagging indicators - ANSWERS-post-mortem measurements
that lead to future improvements
QUESTIONS AND CORRECTLY WELL
DEFINED ANSWERS LATEST ALREADY
GRADED A+
GEPA-General Educational Provisions Act - ANSWERS-
requires equitable access to federal funds
ESSA Title II - ANSWERS-requires a fair and equitable plan
for education and defined human capital management
system
Total cost calculation - ANSWERS-fixed costs + variable costs
= total costs
Incumbents - ANSWERS-current employees - tell you what
your current state is
ROI (Return on Investment) - ANSWERS-feasibility analysis
calculated as percent - benefits-cost/cost
,break-even analysis - ANSWERS-fixed costs/price per unit
sequence of repeatable actions that produce a desired
outcome - ANSWERS-process
Features of a high quality process - ANSWERS-up to date,
understandable, usable
COPIS - Customers, outputs, process, inputs, supplier -
ANSWERS-tool that provides a high level view of the
elements of a process
Swimlane Format - ANSWERS-graphical arrangement in
which all of the activities for a given role are shown in a
single vertical lane
Net Promoter Score (NPS) - ANSWERS-A service feedback
rating system measured by how likely customer is to
recommend you
customer satisfaction score CSAT - ANSWERS-Measure
where customer rates their experience with your company
, Customer Effort Score (CES) - ANSWERS-measure indicating
how easy it was for customer to resolve issue
customer service - ANSWERS-measured by calculating
response time, resolution time, quality, courtesy
continuous improvement steps - ANSWERS-define need,
analyze current state, implement action plan to achieve
future state
Validity - ANSWERS-The ability of a test to measure what it
is intended to measure
Reliability - ANSWERS-consistency of measurement
Model of communication of employee discipline - ANSWERS-
FRISK - Facts only, rule, impact, suggestions, knowledge of
response right
lagging indicators - ANSWERS-post-mortem measurements
that lead to future improvements
