Deck 16: Managing Performance and Outcomes Using an Organizational Quality Improvement Model

Question 1

Which step in the FOCUS process asks the question,"What is the problem?"

A) F
B) O
C) C
D) U

Answer 1

F

Question 2

Which of the following applies to employees who work in an organization that encourages empowerment and promotes a culture of employee ownership?

A) Staff take responsibility only for their work unit.
B) Staff maintain customer base.
C) Workers maintain current method of doing business.
D) Staff are valued for their efforts.

Answer 2

Staff are valued for their efforts.

Question 3

Which of these acronyms stands for a model that describes a stepwise process of how to move through the improvement process?

A) COFUS
B) SOCFU
C) FOCUS
D) CUSFO

Answer 3

FOCUS

Question 4

Which of these terms could include the example of a client who is having a chest X-ray done?

A) system
B) process
C) benchmarking
D) sentinel event

Question 5

Which of these is a general principle of performance or quality improvement?

A) The priority is to benefit clients and internal customers.
B) Quality is achieved through the participation of everyone in the organization.
C) Improvement opportunities are focused on the work we do individually.
D) Decisions to change or improve a system or process are based on intuition.

Question 6

Which of the following may result from inspection systems that reward or punish random variation?

A) change
B) tampering
C) improvement in processes
D) improvement in outcomes

Question 7

As a program manager which of the following visual aids might you choose to use to identify reasons for delays or problems in a process?

A) time series chart
B) fishbone diagram
C) balanced scorecard
D) flowchart

Question 8

Which of these groups is an example of internal customers?

A) clients
B) nurses
C) private physicians
D) insurance payers

Question 9

Which of these acronyms also refers to total quality management?

A) QA
B) QI
C) PI
D) CIQ

Question 10

What is the focus of quality assurance?

A) meeting the needs of the consumer
B) assessing work processes to identify opportunities for improved performance
C) improving performance when standards are not met
D) building quality performance into work processes

Question 11

What is the term for an unexpected occurrence involving death or serious physical or psychological injury to a client?

A) below standard
B) quality failure
C) benchmarking
D) sentinel event

Question 12

Which of the following is an example of a direct cost?

A) electricity
B) human resource staff
C) medications
D) secretaries

Question 13

Which of the following is one of the primary benefits of adopting quality concepts and principles?

A) Health care processes can better meet the needs of the health care provider.
B) management contributes to better work is design
C) maintaining costs at budgeted levels
D) discovering performance issues more quickly and efficiently

Question 14

Which of these acronyms stands for a model that outlines a methodology for improvement?

A) ACDP
B) CDPA
C) DPAC
D) PDCA

Question 15

If you were a manger planning to use the FOCUS method to examine a process in your agency,in which step would you find a flowchart most useful?

A) O
B) C
C) U
D) S

Question 16

Which of these is a visual display that outlines the major steps in an improvement process?

A) storyboard
B) time series graph
C) flowchart
D) PDCA

Question 17

What is the term for a set of actions,changes,or functions that bring about a result?

A) system
B) sentinel event
C) benchmarking
D) process

Question 18

Which of these statements best describes the concept of "quality"?

A) being better,doing things right the first time,and being as good as the competition
B) seeing clients and others as customers
C) providing basics to the customers
D) achieving customer satisfaction and loyalty

Question 19

Which of the following is an important feature of quality improvement (QI)efforts in today's highly complex and changeable health care organizations?

A) mission
B) vision statement
C) cost-effectiveness
D) flexibility

Question 20

Which of these people has made an important contribution to the science of improvement?

A) Katz
B) Drucker
C) Deming
D) Plsek