EMD-Q Quality Management Exam Questions & Answers Graded A+

Quality - ANSWER-•a distinguishing attribute •essential character/ nature •a high level of value or excellence Quality assurance (QA) - ANSWER-Process of measuring & evaluating various aspects of performance against accepted standards Quality improvement (QI) - ANSWER-Total system approach to continuously improving products and services Quality management (QM) - ANSWER-The overall process used by a organization to ensure their product or service are consistent and maintain a level of quality Objectives of quality management - ANSWER-e that employees understand their duties 2. Measure and evaluate employee compliance relevant to their duties 3. Throughly review the effects of compliance 4. Track individual and system performance over time 5. Make the nessesary changes and assure subsequent improvements Quality management cycle - ANSWER-Routine review Identify issues Identify solutions Take action Evaluate action Improve performance Change management - ANSWER-Keeps change efforts under control using tools and techniques to minimize distractions and undesired impacts Change leadership - ANSWER-Drives change through vision inspiration and empowerment EDQ's - ANSWER-Certified professionals who have taken on a quality function in the communication center QAU - ANSWER-Responsible for ongoing random and focus case reviews Dispatch review committee DRC - ANSWER-Drafting polices Dispatch steering committee DSC - ANSWER-Approve or disapprove policy Quality Assurance (QA) - ANSWER-Made up of all of the EDQs in the agency Random case reviews - ANSWER-Every case in the database has a equal chance to be selected without bias or pattern Focused case reviews - ANSWER-Specifically selected for review based on agency identified criteria Calibration case - ANSWER-Any case that has interesting or complex circumstances that may highlight specific case review challenges negativity bias - ANSWER-Three times more