PHCLE CORE REVIEW ANSWERS AND QUESTIONS
SET A+
✔✔overall risk - ✔✔place incidents on a matrix based on level of impact and likelihood
of occurrence
✔✔positional bargaining - ✔✔negotiation strategy that involves holding to a fixed idea
or position
✔✔qualitative risk assessment - ✔✔risk analysis approaches that involve intangible
assessments
✔✔quantitative risk assessment - ✔✔involves using math and data to understand risl
✔✔relative risk - ✔✔identify potential risks/threats to the organization and prioritize
them based on their impact and likelihood of occurrence
✔✔return on investment - ✔✔calculates the benefits/earnings from the investment as a
percentage or ratio of the original amount invested
(benefits-costs)/costs
✔✔risk assessment - ✔✔the process of identifying potential hazards and issues that
could harm or stop a project, plan, process, person or organization
✔✔risk matrix - ✔✔a tool for prioritizing risk in which risks are measured on a scale of
their likelihood or occurrence and the severity
✔✔risk mitigation - ✔✔the process of implementing strategies to address risk
✔✔risk monitoring - ✔✔the process of keeping a continuous pulse on risk and the
results of selected risk management strategies
✔✔total cost calculations - ✔✔assesses whether adequate resources are available to
implement a new program or scale up an existing program
,✔✔types of risk - ✔✔types of risk include strategic, financial, operational, compliance,
and environmental risks
✔✔5 ways analysis - ✔✔an iterative questioning process that involves asking why
repeatedly to uncover the root cause of an issue
✔✔applicant tracking system - ✔✔manage recruiting and hiring processes
✔✔change management - ✔✔a systematic approach to implementing change
successfully across an organization
✔✔dashboard - ✔✔a tool that displays real-time or near real time information and is
used to monitor and improves processes
✔✔DMAIC - ✔✔Define, Measure, Analyze, Improve and Control- a data driven cycle for
problem solving
✔✔Employee Self Service - ✔✔a technology that allows employees to complete HR
and other administrative tasks on their own
✔✔fishbone diagram - ✔✔a root cause analysis tool used to brainstorm and categorize
potential causes of a problem
✔✔HRIS - ✔✔software used to maintain a centralized repository of people related data
✔✔input measures - ✔✔the amount of resources put into a process or the preconditions
necessary for the transformation process
✔✔KPI - ✔✔Key Performance Indicator, quantifiable measures that show the extent to
which an organization knowledge to make it accessible and usable
✔✔lagging indicator - ✔✔Measures performance after a process outcome starts to
follow trend.
✔✔leading indicator - ✔✔measures performance before a process outcome starts to
follow trend
✔✔Lean six sigma - ✔✔a methodology of continuous improvement focused on
minimizing waste and variation
✔✔outcome measures - ✔✔data on changes or benefits to the customer, shows what
outputs of a process accomplish
, ✔✔output measures - ✔✔data on the number of products or services produced/
delivered by a process
✔✔problem statement - ✔✔clear focused statement that serves as the starting point for
a root cause analysis
✔✔process - ✔✔a defined sequence of repeatable actions intended to produce a
desired outcome
✔✔process map - ✔✔a representation of how a process functions at a specific time
✔✔process measures - ✔✔data on how services are provided or products are created
✔✔reliability - ✔✔the extent to which a data collection procedure yields consistent
results on repeated trials
✔✔root cause anaylsis - ✔✔tools used to uncover main causes of an issue. 6 M's
✔✔scorecard - ✔✔a tool that is updated quarterly or annually and displays high level
metrics that are linked to strategic goals
✔✔SIPOC - ✔✔a tool that provides a high level view of the key elements of a process
✔✔swim lane diagram - ✔✔process map that distinguishes which employee or work
group has responsibility for each step of the process
✔✔validity - ✔✔the extent to which a data collection procedure measures what it is
supposed to measure
✔✔waste - ✔✔identifying and eliminating waste improves the output, reliability, and
quality or processes
✔✔web content accessibility guidelines - ✔✔guidelines that provides a shared,
international standard for web content accessibility
✔✔access - ✔✔the ability to use or obtain a resource, service or opportunity
✔✔bias - ✔✔a prejudice or preference in favor or of against a person, group, or idea
✔✔customer experience - ✔✔how customers perceive their interactions with your
organization or dept
✔✔customer focus - ✔✔an orientation toward meeting your customers needs
SET A+
✔✔overall risk - ✔✔place incidents on a matrix based on level of impact and likelihood
of occurrence
✔✔positional bargaining - ✔✔negotiation strategy that involves holding to a fixed idea
or position
✔✔qualitative risk assessment - ✔✔risk analysis approaches that involve intangible
assessments
✔✔quantitative risk assessment - ✔✔involves using math and data to understand risl
✔✔relative risk - ✔✔identify potential risks/threats to the organization and prioritize
them based on their impact and likelihood of occurrence
✔✔return on investment - ✔✔calculates the benefits/earnings from the investment as a
percentage or ratio of the original amount invested
(benefits-costs)/costs
✔✔risk assessment - ✔✔the process of identifying potential hazards and issues that
could harm or stop a project, plan, process, person or organization
✔✔risk matrix - ✔✔a tool for prioritizing risk in which risks are measured on a scale of
their likelihood or occurrence and the severity
✔✔risk mitigation - ✔✔the process of implementing strategies to address risk
✔✔risk monitoring - ✔✔the process of keeping a continuous pulse on risk and the
results of selected risk management strategies
✔✔total cost calculations - ✔✔assesses whether adequate resources are available to
implement a new program or scale up an existing program
,✔✔types of risk - ✔✔types of risk include strategic, financial, operational, compliance,
and environmental risks
✔✔5 ways analysis - ✔✔an iterative questioning process that involves asking why
repeatedly to uncover the root cause of an issue
✔✔applicant tracking system - ✔✔manage recruiting and hiring processes
✔✔change management - ✔✔a systematic approach to implementing change
successfully across an organization
✔✔dashboard - ✔✔a tool that displays real-time or near real time information and is
used to monitor and improves processes
✔✔DMAIC - ✔✔Define, Measure, Analyze, Improve and Control- a data driven cycle for
problem solving
✔✔Employee Self Service - ✔✔a technology that allows employees to complete HR
and other administrative tasks on their own
✔✔fishbone diagram - ✔✔a root cause analysis tool used to brainstorm and categorize
potential causes of a problem
✔✔HRIS - ✔✔software used to maintain a centralized repository of people related data
✔✔input measures - ✔✔the amount of resources put into a process or the preconditions
necessary for the transformation process
✔✔KPI - ✔✔Key Performance Indicator, quantifiable measures that show the extent to
which an organization knowledge to make it accessible and usable
✔✔lagging indicator - ✔✔Measures performance after a process outcome starts to
follow trend.
✔✔leading indicator - ✔✔measures performance before a process outcome starts to
follow trend
✔✔Lean six sigma - ✔✔a methodology of continuous improvement focused on
minimizing waste and variation
✔✔outcome measures - ✔✔data on changes or benefits to the customer, shows what
outputs of a process accomplish
, ✔✔output measures - ✔✔data on the number of products or services produced/
delivered by a process
✔✔problem statement - ✔✔clear focused statement that serves as the starting point for
a root cause analysis
✔✔process - ✔✔a defined sequence of repeatable actions intended to produce a
desired outcome
✔✔process map - ✔✔a representation of how a process functions at a specific time
✔✔process measures - ✔✔data on how services are provided or products are created
✔✔reliability - ✔✔the extent to which a data collection procedure yields consistent
results on repeated trials
✔✔root cause anaylsis - ✔✔tools used to uncover main causes of an issue. 6 M's
✔✔scorecard - ✔✔a tool that is updated quarterly or annually and displays high level
metrics that are linked to strategic goals
✔✔SIPOC - ✔✔a tool that provides a high level view of the key elements of a process
✔✔swim lane diagram - ✔✔process map that distinguishes which employee or work
group has responsibility for each step of the process
✔✔validity - ✔✔the extent to which a data collection procedure measures what it is
supposed to measure
✔✔waste - ✔✔identifying and eliminating waste improves the output, reliability, and
quality or processes
✔✔web content accessibility guidelines - ✔✔guidelines that provides a shared,
international standard for web content accessibility
✔✔access - ✔✔the ability to use or obtain a resource, service or opportunity
✔✔bias - ✔✔a prejudice or preference in favor or of against a person, group, or idea
✔✔customer experience - ✔✔how customers perceive their interactions with your
organization or dept
✔✔customer focus - ✔✔an orientation toward meeting your customers needs
