PHCLE COMPREHENSIVE ANSWERS AND QUESTIONS
SET A+
✔✔Net Promoter Score (NPS) - ✔✔A service feedback rating system measured by how
likely customer is to recommend you
✔✔customer satisfaction score CSAT - ✔✔Measure where customer rates their
experience with your company
✔✔Customer Effort Score (CES) - ✔✔measure indicating how easy it was for customer
to resolve issue
✔✔customer service - ✔✔measured by calculating response time, resolution time,
quality, courtesy
✔✔continuous improvement steps - ✔✔define need, analyze current state, implement
action plan to achieve future state
✔✔Validity - ✔✔The ability of a test to measure what it is intended to measure
✔✔Reliability - ✔✔consistency of measurement
✔✔Model of communication of employee discipline - ✔✔FRISK - Facts only, rule,
impact, suggestions, knowledge of response right
✔✔lagging indicators - ✔✔post-mortem measurements that lead to future improvements
✔✔scorecard - ✔✔displays sets of high level metrics linked to strategic goals
✔✔dashboard - ✔✔provides real-time metrics linked to strategic goals
✔✔Process Map - ✔✔A business model that shows a business process in terms of the
steps and input and output flows across multiple functions, organizations, or job roles.
, ✔✔Root Cause Analysis - ✔✔Type of analysis that starts with a result and then works
backward to identify fundamental cause.
✔✔Fishbone diagram - ✔✔a visual aid that helps organize cause and effect
relationships for "things gone wrong"
✔✔5 whys technique - ✔✔root cause analysis method that asks series of the same
question in order to uncover cause
✔✔8 types of waste - ✔✔defects, overproduction, waiting, not utilizing staff talent,
transportation, inventory, motion, excess processing
✔✔Motion Waste - ✔✔Unnecessary movement of data, files, tools, or equipment to get
the job done
✔✔Excess Processing Waste - ✔✔Activities that involve unnecessary steps in a
process
✔✔Workforce planning - ✔✔process of analyzing, forecasting and planning that
involves predicting future funding, addressing strategic goals and maximizing job
analysis to ensure all jobs meet student needs
✔✔workforce analysis - ✔✔foundation of workforce plan, uncovers gaps between
supply and demand
✔✔Workforce Plan Steps - ✔✔Supply analysis, demand analysis, gap analysis,
strategies, monitoring
✔✔Accurate job description - ✔✔cornerstone of Human Capital Management System
✔✔Whys of job analysis - ✔✔to make sure job descriptions are up to date, to help
managers justify actions related to promotion and compensation, to strategically
understand supply of knowledge skills and abilities
✔✔Data sources for supply analysis - ✔✔staffing levels, expected turnover, KSAs,
projected income
✔✔Data sources for demand analysis - ✔✔enrollment trends, demographics, real estate
sales, construction, attrition trends, contract obligations
✔✔employee value proposition - ✔✔communicates who we are and why people would
want to work for us; strengthens engagement, retains high performers, attracts external
talent
SET A+
✔✔Net Promoter Score (NPS) - ✔✔A service feedback rating system measured by how
likely customer is to recommend you
✔✔customer satisfaction score CSAT - ✔✔Measure where customer rates their
experience with your company
✔✔Customer Effort Score (CES) - ✔✔measure indicating how easy it was for customer
to resolve issue
✔✔customer service - ✔✔measured by calculating response time, resolution time,
quality, courtesy
✔✔continuous improvement steps - ✔✔define need, analyze current state, implement
action plan to achieve future state
✔✔Validity - ✔✔The ability of a test to measure what it is intended to measure
✔✔Reliability - ✔✔consistency of measurement
✔✔Model of communication of employee discipline - ✔✔FRISK - Facts only, rule,
impact, suggestions, knowledge of response right
✔✔lagging indicators - ✔✔post-mortem measurements that lead to future improvements
✔✔scorecard - ✔✔displays sets of high level metrics linked to strategic goals
✔✔dashboard - ✔✔provides real-time metrics linked to strategic goals
✔✔Process Map - ✔✔A business model that shows a business process in terms of the
steps and input and output flows across multiple functions, organizations, or job roles.
, ✔✔Root Cause Analysis - ✔✔Type of analysis that starts with a result and then works
backward to identify fundamental cause.
✔✔Fishbone diagram - ✔✔a visual aid that helps organize cause and effect
relationships for "things gone wrong"
✔✔5 whys technique - ✔✔root cause analysis method that asks series of the same
question in order to uncover cause
✔✔8 types of waste - ✔✔defects, overproduction, waiting, not utilizing staff talent,
transportation, inventory, motion, excess processing
✔✔Motion Waste - ✔✔Unnecessary movement of data, files, tools, or equipment to get
the job done
✔✔Excess Processing Waste - ✔✔Activities that involve unnecessary steps in a
process
✔✔Workforce planning - ✔✔process of analyzing, forecasting and planning that
involves predicting future funding, addressing strategic goals and maximizing job
analysis to ensure all jobs meet student needs
✔✔workforce analysis - ✔✔foundation of workforce plan, uncovers gaps between
supply and demand
✔✔Workforce Plan Steps - ✔✔Supply analysis, demand analysis, gap analysis,
strategies, monitoring
✔✔Accurate job description - ✔✔cornerstone of Human Capital Management System
✔✔Whys of job analysis - ✔✔to make sure job descriptions are up to date, to help
managers justify actions related to promotion and compensation, to strategically
understand supply of knowledge skills and abilities
✔✔Data sources for supply analysis - ✔✔staffing levels, expected turnover, KSAs,
projected income
✔✔Data sources for demand analysis - ✔✔enrollment trends, demographics, real estate
sales, construction, attrition trends, contract obligations
✔✔employee value proposition - ✔✔communicates who we are and why people would
want to work for us; strengthens engagement, retains high performers, attracts external
talent
