Admin Final - UTC OTD UPDATED
ACTUAL Questions and CORRECT
Answers
Control Chart - CORRECT ANSWER - Type of line graph showing performance in
relation to a set of upper and lower control limits. A process is typically said to be "in control" if
the graphed data points continuously fall between upper and lower control limits.
Fishbone Diagram - CORRECT ANSWER - A method used to identify and document
causes to the problem (effect) being studied; AKA "cause-and-effect" diagram
Histogram - CORRECT ANSWER - Type of bar chart where frequency distribution is
shown by means of "bars" or rectangles
Multivoting or Nominal Group Technique - CORRECT ANSWER - Method of team
voting used to decrease many choices to an important few
Pareto Chart - CORRECT ANSWER - The concept that 80% of the problem is caused by
20% of the contributing root causes
Pilot Test - CORRECT ANSWER - A small-scale implementation often used to test a
possible solution
Plan-Do-Act-Study (PDSA) - CORRECT ANSWER - The commonly recognized process
improvement cycle often used in CQI projects
Process Flow Diagrams - CORRECT ANSWER - Graphic representations of the steps and
decision points in any process
,Return on Investment (ROI) - CORRECT ANSWER - A calculation of what was gained
from doing a project minus what was invested in doing the project, typically expressed in terms
of dollars
Root Cause Analysis - CORRECT ANSWER - A method used to analyze the underlying
reason(s) for a problem. The "root cause" is what causes the problem to occur repeatedly
Run Chart - CORRECT ANSWER - Type of line graph that shows changes in data over
time
Statistical Process Control - CORRECT ANSWER - The principle that variation from
common-cause systems should be left to chance, but special causes of variation should be
identified and eliminated
Stratification - CORRECT ANSWER - Breaking data into categories such as by time, date,
location, referral source, and so on
1) Setting Direction
2) People Development
3) Key Processes and Tools - CORRECT ANSWER - What are the 3 characteristics of
CQI?
- Current: Consistent with today's competitors and benchmarks
- Calculable: Measurable
- Completeable: Reasonable and realistically accomplished
- Consensus-Based: Identified and supported by key stakeholders involved in the process;
consideration of resources/resource limitations
- Consistent with Organizational Goals: Align with mission/vision of organization - CORRECT
ANSWER - What are the 5 C's of valid customer requirements?
,Quality assurance is only concerned with gathering data about stable processes and taking action
when major problems arise; continuous quality improvement is about not only monitoring
performance, but also identifying opportunities to improve processes BEFORE major problems
arise. - CORRECT ANSWER - What is the fundamental difference between QA and CQI?
- Plan: Identify and define the problem and aim --> Assess current situation (process flow, cause
and effect, baseline data) --> Develop solutions
- Do: Implement/test solutions
- Study: Learn from the results
- Act: Revise or implement solutions - CORRECT ANSWER - What is involved in the
PDSA process?
1) Awareness: Create organizational awareness by highlighting current problems and discussing
successes of CQI with staff
2) Knowledge: Build foundation and skill; top-down and bottom-up (typical)
3) Implementation: Decentralize ownership from leadership to all levels of the organization
4) Integration: Establish way of doing business by integrating CQI into daily work - CORRECT
ANSWER - What are the 4 methods involved in the process of fully integrating a CQI into
a department?
- Improving product features
- Freedom from deficiencies - CORRECT ANSWER - What two types of beneficial
change did Juran recommend?
- Increase customer satisfaction with practitioner knowledge, helpfulness, and courtesy
- Reduce cycle time (time from date of referral to date of first appointment)
- Reduce number of complaints (decrease wait times/delays and billing errors)
- Increase productivity levels - CORRECT ANSWER - How can we improve product
features?
- Compliance (lack of adherence to policy or regulatory requirements)
, - Patient Safety (falls etc.)
- Quality (undesired outcomes) - CORRECT ANSWER - What types of deficiencies
should we avoid?
d. All of the above - CORRECT ANSWER - Basic principles of accounting as identified
by Ellexson include which of the following?
a. Tracking accounts
b. Managing risks
c. Monitoring cash flow
d. All of the above
a. A period of time representing one full budget cycle - CORRECT ANSWER - Which of
the following best defines the term fiscal year?
a. A period of time representing one full budget cycle
b. A period of time representing a federal tax period
c. A period of time representing a staff recruitment cycle based on graduation dates
d. A period of time representing a year of performance used to determine staff merit increases
(pay increases)
c. Gross revenue minus any allowances, deductions, and anticipated bad debt that are applied -
CORRECT ANSWER - Which of the following best defines the term net revenue?
a. The total revenue charged after multiplying total units provided by charge per unit during a
specific period
b. The total revenue charged minus any expenses such as salary, rent, and equipment purchased
c. Gross revenue minus any allowances, deductions, and anticipated bad debt that are applied
d. The revenue that varies according to the volume of work produced
a. The number of hours paid to a full-time employee during a designated time period, including
payment of vacation or other benefit time - CORRECT ANSWER - Which of the
following best defines the term full-time equivalent (FTE)?
ACTUAL Questions and CORRECT
Answers
Control Chart - CORRECT ANSWER - Type of line graph showing performance in
relation to a set of upper and lower control limits. A process is typically said to be "in control" if
the graphed data points continuously fall between upper and lower control limits.
Fishbone Diagram - CORRECT ANSWER - A method used to identify and document
causes to the problem (effect) being studied; AKA "cause-and-effect" diagram
Histogram - CORRECT ANSWER - Type of bar chart where frequency distribution is
shown by means of "bars" or rectangles
Multivoting or Nominal Group Technique - CORRECT ANSWER - Method of team
voting used to decrease many choices to an important few
Pareto Chart - CORRECT ANSWER - The concept that 80% of the problem is caused by
20% of the contributing root causes
Pilot Test - CORRECT ANSWER - A small-scale implementation often used to test a
possible solution
Plan-Do-Act-Study (PDSA) - CORRECT ANSWER - The commonly recognized process
improvement cycle often used in CQI projects
Process Flow Diagrams - CORRECT ANSWER - Graphic representations of the steps and
decision points in any process
,Return on Investment (ROI) - CORRECT ANSWER - A calculation of what was gained
from doing a project minus what was invested in doing the project, typically expressed in terms
of dollars
Root Cause Analysis - CORRECT ANSWER - A method used to analyze the underlying
reason(s) for a problem. The "root cause" is what causes the problem to occur repeatedly
Run Chart - CORRECT ANSWER - Type of line graph that shows changes in data over
time
Statistical Process Control - CORRECT ANSWER - The principle that variation from
common-cause systems should be left to chance, but special causes of variation should be
identified and eliminated
Stratification - CORRECT ANSWER - Breaking data into categories such as by time, date,
location, referral source, and so on
1) Setting Direction
2) People Development
3) Key Processes and Tools - CORRECT ANSWER - What are the 3 characteristics of
CQI?
- Current: Consistent with today's competitors and benchmarks
- Calculable: Measurable
- Completeable: Reasonable and realistically accomplished
- Consensus-Based: Identified and supported by key stakeholders involved in the process;
consideration of resources/resource limitations
- Consistent with Organizational Goals: Align with mission/vision of organization - CORRECT
ANSWER - What are the 5 C's of valid customer requirements?
,Quality assurance is only concerned with gathering data about stable processes and taking action
when major problems arise; continuous quality improvement is about not only monitoring
performance, but also identifying opportunities to improve processes BEFORE major problems
arise. - CORRECT ANSWER - What is the fundamental difference between QA and CQI?
- Plan: Identify and define the problem and aim --> Assess current situation (process flow, cause
and effect, baseline data) --> Develop solutions
- Do: Implement/test solutions
- Study: Learn from the results
- Act: Revise or implement solutions - CORRECT ANSWER - What is involved in the
PDSA process?
1) Awareness: Create organizational awareness by highlighting current problems and discussing
successes of CQI with staff
2) Knowledge: Build foundation and skill; top-down and bottom-up (typical)
3) Implementation: Decentralize ownership from leadership to all levels of the organization
4) Integration: Establish way of doing business by integrating CQI into daily work - CORRECT
ANSWER - What are the 4 methods involved in the process of fully integrating a CQI into
a department?
- Improving product features
- Freedom from deficiencies - CORRECT ANSWER - What two types of beneficial
change did Juran recommend?
- Increase customer satisfaction with practitioner knowledge, helpfulness, and courtesy
- Reduce cycle time (time from date of referral to date of first appointment)
- Reduce number of complaints (decrease wait times/delays and billing errors)
- Increase productivity levels - CORRECT ANSWER - How can we improve product
features?
- Compliance (lack of adherence to policy or regulatory requirements)
, - Patient Safety (falls etc.)
- Quality (undesired outcomes) - CORRECT ANSWER - What types of deficiencies
should we avoid?
d. All of the above - CORRECT ANSWER - Basic principles of accounting as identified
by Ellexson include which of the following?
a. Tracking accounts
b. Managing risks
c. Monitoring cash flow
d. All of the above
a. A period of time representing one full budget cycle - CORRECT ANSWER - Which of
the following best defines the term fiscal year?
a. A period of time representing one full budget cycle
b. A period of time representing a federal tax period
c. A period of time representing a staff recruitment cycle based on graduation dates
d. A period of time representing a year of performance used to determine staff merit increases
(pay increases)
c. Gross revenue minus any allowances, deductions, and anticipated bad debt that are applied -
CORRECT ANSWER - Which of the following best defines the term net revenue?
a. The total revenue charged after multiplying total units provided by charge per unit during a
specific period
b. The total revenue charged minus any expenses such as salary, rent, and equipment purchased
c. Gross revenue minus any allowances, deductions, and anticipated bad debt that are applied
d. The revenue that varies according to the volume of work produced
a. The number of hours paid to a full-time employee during a designated time period, including
payment of vacation or other benefit time - CORRECT ANSWER - Which of the
following best defines the term full-time equivalent (FTE)?
