Question 1

Quality circles are groups of five to ten employees, with management support, who meet to solve

problems and implement new procedures. The aim/s of quality circle activities is/are:

Options :

A : Contribute to implement and development of the enterprise

B : Respect human relations and build a workshop offering job satisfaction

C : Deploy human capabilities fully and draw out finite potential

D : Both A and B

Answer: D

Question 2

Which of the following Is the best approach to prepare care team members tor Interacting with accreditation surveyors?

Options :

A : Review patient records proactively.

B : Summarize and discuss past survey findings.

C : Brief them on survey activities and what questions to expect.

D : Provide techniques to defer surveyor questions to leaders.

Answer: C

Question 3

Which of the following would provide the best information to a Quality Council interested in evaluating the effectiveness of quality improvement teams that were chartered during the past year?

Options :

A :

participant feedback about the dynamics of their team, ability of each team to meet pre-determined project milestones, and results of the team’s work

B :

a comparative matrix of each team-s goals, demonstrated proficiency with statistical process control, and participant feedback about team members

C :

team diversity as evidenced by professional credentials of members, meeting minutes for productivity assessment, and aggregate member satisfaction data

D :

a summary of each team’s charter, timeliness of tasks completed by each team, and validation of each team’s commitment to conflict prevention

Answer: A

Question 4

Which of the following actions best illustrates an organization has begun the work necessary to achieve the Malcolm Baldrige Award?

Options :

A : evaluating current operations against the ISO standards

B : creating a team to revise operations to conform to the Malcolm Baldrige criteria

C : reviewing the Malcolm Baldrige criteria to determine organization alignment

D : demonstrating wide-spread integration of Lean principles

Answer: C

Question 5

The data collection phase of the journey consists of two parts: (1) Planning for data collection and (2)

The actual data gathering. A well designed data collection strategy should address different analytical

questions. Which of the following is/are the part of planning section for data collection?

Options :

A : Will the data add value to your quality improvement efforts?

B : How often and for how long will you collect the data?

C : Will collecting these data have negative effects on patients or employees?

D : Do you have target and goals for the measures?

Answer: A,B