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Quality Management and Operational Issues
Quality Management and Operational Issues
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1
What program credited for coining the TQM?
US navy
US coastguard
US army
US marine
2
What is the first step of proactive risk management?
patient complaints
completing documents
employee education
coordination
3
What types of risk management are FMEA and RCA?
proactive, negative
reactive, proactive
proactive, reactive
proactive, positive
4
What is the sixth step of the FMEA process?
assign severity ranking
assign detection ranking
assign occurrence ranking
calculate RPNs
5
What tests determine whether there is differences in data
statistical tests
graphic tests
forecasting tests
regression tests
6
What is the first step in the project according to operational excellence?
identify the team
model financial consequences
staff salary
potential effects on staff
7
How many deaths did the IOM report in 1999?
40,000
44,000-98,000
51,000-58,000
41,000-50,000
8
Supply chain techniques will ____ value and ____ costs in operations?
minimize and maximize
reduce and reuse
underrate and overrate
maximize and minimize
9
Patient flow improvement can lead to which of the following?
more wait time for patients
high quality of care and financial fulfillment
high medical costs
low patient satisfaction
10
What is it called when three numbers for each failure mode are multiplied together to yield?
RCA
REA
RPN
RNP
11
What is the best question to ask during process improvement?
how much did we make last year?
what are some ways we can improv?
are your customers satisfied?
how much are we getting paid?
12
Macro level control systems would ensure the system meets the organization‘s strategic objectives
False
True
13
Quality Management is the act of overseeing all activities and tasks needed to maintain a desired level of excellence
False
True
14
Which RCA method helps visualize multiple causes contributing to one effect?
fishbone diagram
value stream map
pareto chart
flowchart
15
Which of the following options do not fall under “Plan” in Process Improvement?
create matrix
identify improvements
check the measurement
set target
16
Walter Stewhart is the grandfather of quality improvement
False
True
17
A risk manager is someone who has little to no experience in handling risk related issues
False
True
18
The second key tool for holding the gains is in the use of?
issue formulation
account processing
managerial accounting
analysis of cost volume profit
19
What is a key component of a future healthcare org operating at level 5?
real time simulation
real time scheduling
real time operations
real time data
20
What technique is the process of improvement?
DIMA
DACA
DMAIC
DADIC
21
Who is the father of quality management?
Juran
Edwards Deming
Edward Styles
David Hogs
22
How many wastes are in lean principles?
7
4
6
5
23
What is used to evaluate what-if situation?
lean
simulation
delusion
video games
24
What step in the FMEA process demands the most urgent improvement activity?
step 2
step 1
step 4
step 3
25
What is another word for risk management ladder?
Extensions
sea steps
prioritization
Rundle
26
When was Juran’s quality handbook was published?
1998
2010
2010
1951
27
TQM is referred to in healthcare as continuous quality improvement
True
False
28
PDCA stands for?
plain, do, create, above
plain, do, check, act to hold the gains
Plan, do, create, act to hold the gains
plan, do, check, act to hold
29
How many sections are in ISO 9000?
7
5
4
10
30
Prior to the malpractice crisis, risk management was reactive
False
True
31
Senior management had identified operations improvement efforts as a priority by level 2
False
True
32
Once the process improvement tools have been implemented and proven to have worked, institutions must work hard
hold the gains
plan human resources
manage accounting
control systems
33
What is not in baldrige criteria?
results
process management
control
leadership
34
What does six sigma focuses on?
preventing defects through problem solving
waste education
streamlining processes
expressing value in products
35
Which tools help overcome the limitations of the 5 whys?
5 whys analysis
pie chart
fishbone
bar graph
36
The DMAIC technique consists of how many steps?
5
3
8
6
37
What is the 2nd step in process mapping?
draw up a flowerchart
check flowchart
assemble a team
determine boundaries of the process
38
Institutions are reliant on what two basic things?
capabilities and requirements
employees and processes they use
time management and leadership
skills and communication
39
When it comes to healthcare risk management, the first priority should always be patient satisfaction
True
False
40
FMEA identify what ____ happen and mitigate
could
could not
might
did
