Quality Control & Process Improvement Flashcards
7 cards from real CED practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Quality Control & Process Improvement flashcards as text
Which metric is most commonly used to measure call-processing time efficiency in an emergency dispatch center?
Answer: Average speed of answer (ASA)
Average speed of answer (ASA) measures how quickly calls are answered and is a primary efficiency metric in dispatch QC.
A QC supervisor discovers that a dispatcher consistently fails to verify the caller's callback number. What is the BEST corrective action?
Answer: Provide targeted coaching and document the session
Targeted coaching with documentation addresses the specific deficiency while creating a record for trend monitoring.
When conducting a call review, a QC analyst notes the dispatcher gave the caller incorrect pre-arrival instructions. This error should be classified as:
Answer: Protocol deviation
Giving incorrect pre-arrival instructions constitutes a protocol deviation because it departs from established dispatch guidelines.
Which quality improvement model uses the steps Define, Measure, Analyze, Improve, and Control?
Answer: Six Sigma DMAIC
Six Sigma's DMAIC framework provides a data-driven methodology for process improvement in high-stakes environments like dispatch.
A dispatch center implements a new call-intake script. After 30 days, QC data shows longer handling times. What should management do FIRST?
Answer: Collect additional data to determine if the trend is statistically significant
Before making changes, management should gather enough data to confirm whether the increased handling time is a real trend or normal variation.
Which of the following best describes a 'control chart' in the context of dispatch QC?
Answer: A statistical tool that displays process variation over time against control limits
A control chart plots performance data over time with upper and lower control limits to distinguish normal variation from special-cause variation.
An emergency dispatch center's QC program finds a 15% protocol compliance rate drop over three months. The MOST appropriate next step is to:
Answer: Conduct a root cause analysis to identify why compliance dropped
A root cause analysis identifies the underlying factors driving the drop, enabling targeted and effective corrective measures.