Admin Final - UTC OTD Exam Questions
With Solutions
Control Chart 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 A method used to identify and document causes to the problem (effect)
being studied; AKA "cause-and-effect" diagram
Histogram Type of bar chart where frequency distribution is shown by means of "bars" or
rectangles
Multivoting or Nominal Group Technique Method of team voting used to decrease many
choices to an important few
Pareto Chart The concept that 80% of the problem is caused by 20% of the contributing
root causes
Pilot Test A small-scale implementation often used to test a possible solution
, Admin Final - UTC OTD Exam Questions
With Solutions
Plan-Do-Act-Study (PDSA) The commonly recognized process improvement cycle often
used in CQI projects
Process Flow Diagrams Graphic representations of the steps and decision points in any
process
Return on Investment (ROI) 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 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 Type of line graph that shows changes in data over time
Statistical Process Control The principle that variation from common-cause systems
should be left to chance, but special causes of variation should be identified and eliminated
, Admin Final - UTC OTD Exam Questions
With Solutions
Stratification 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 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 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. What is the fundamental difference between QA and CQI?
, Admin Final - UTC OTD Exam Questions
With Solutions
- 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 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 What
are the 4 methods involved in the process of fully integrating a CQI into a department?
- Improving product features
- Freedom from deficiencies What two types of beneficial change did Juran recommend?
- Increase customer satisfaction with practitioner knowledge, helpfulness, and courtesy
With Solutions
Control Chart 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 A method used to identify and document causes to the problem (effect)
being studied; AKA "cause-and-effect" diagram
Histogram Type of bar chart where frequency distribution is shown by means of "bars" or
rectangles
Multivoting or Nominal Group Technique Method of team voting used to decrease many
choices to an important few
Pareto Chart The concept that 80% of the problem is caused by 20% of the contributing
root causes
Pilot Test A small-scale implementation often used to test a possible solution
, Admin Final - UTC OTD Exam Questions
With Solutions
Plan-Do-Act-Study (PDSA) The commonly recognized process improvement cycle often
used in CQI projects
Process Flow Diagrams Graphic representations of the steps and decision points in any
process
Return on Investment (ROI) 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 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 Type of line graph that shows changes in data over time
Statistical Process Control The principle that variation from common-cause systems
should be left to chance, but special causes of variation should be identified and eliminated
, Admin Final - UTC OTD Exam Questions
With Solutions
Stratification 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 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 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. What is the fundamental difference between QA and CQI?
, Admin Final - UTC OTD Exam Questions
With Solutions
- 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 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 What
are the 4 methods involved in the process of fully integrating a CQI into a department?
- Improving product features
- Freedom from deficiencies What two types of beneficial change did Juran recommend?
- Increase customer satisfaction with practitioner knowledge, helpfulness, and courtesy
