Question 1. After listening to the complaints of overworked nurses, a nurse manager reviews schedules and then devises a plan to successfully hire additional staff and provide more days off.

In doing so, the manager exhibited critical professional judgment known as
A. holding gains. B. critical thinking. C. PDCA D. performance management.

Question 2. If a manager wants a quick and complete overview of what is happening in the business, the manager could use
A. enterprise performance management techniques. B. balanced scorecards. C. bundled data D. context reports.

Question 3. You're working with the health information management department manager to try to figure out why coding accuracy has dropped in the past three months. The best tool to use would be
A. run charts. B. process flowcharts. C. Pareto charts. D. cause-and-effect diagrams.

Question 4. Which one of the following types of analysis requires a detailed investigation of past systems and processes to understand causes?
A. Failure mode and effects B. Pareto C. Prospective D. Root cause

Question 5. You notice that the emergency department response time increases considerably on Tuesday nights. Upon further investigation, you find out that the department is short two staff members on Tuesday nights. On your process and system performance chart, you would refer to this fact as
A. assignable variation. B. unbundled data C. frequency distribution. D. random variation.

Question 6. Which one of the following choices can be defined as "the voice of the customer"?
A. Process measurement B. Process performance C. Context D. Unbundled data

Question 7. If you're working on the principle that a few causes result in many effects, you would most likely illustrate it with a
A. cause-and-effect diagram. B. Pareto chart. C. process flowchart. D. run chart.

Question 8. Feedback about system performance falls under which aspect of performance management measures?
A. Measurement aim B. Testing strategy C. Bias D. Measurement methods

Question 9. A manager is reviewing the results of a coding study. In doing so, the manager is probably fulfilling which step in the PDCA cycle?
A. Do B. Study/check C. Plan D. Act

Question 10. A recent study shows that emergency department patients are seen within three to five minutes of their arrival to a hospital. When analyzing process and system performance, this is known as process
A. requirement. B. measurement. C. capability. D. performance.

Question 11. A department manager wishes to tackle the issue of high employee turnover and therefore schedules a department meeting. A new employee starts the meeting by asking, "Exactly what are we trying to accomplish here?" Unknowingly, the new employee is exhibiting a critical part of which quality cycle?
A. Pareto Principle cycle B. Shewhart cycle C. Performance management cycle D. DMAIC cycle

Question 12. Your physician's office is currently at 78% customer satisfaction on surveys. The office wishes to have at least a 90% customer satisfaction rate. The difference between the current level and the desired level is best defined as
A. small wins. B. effects analysis. C. unintended consequences. D. creative tension.

Question 13. A quality committee is reviewing health information data to identify nosocomial infections for a study. In doing so, which step is the committee fulfilling in the Shewhart cycle?
A. Do B. Act C. Study/check D. Plan

Question 14. Which one of the following choices accepts that things will go wrong within an organization?
A. Crew resource management B. Mental model C. Microsystem D. Organizational context

Question 15. Those who disagree with a surgeon's decisions but refuse to question the surgeon are an example of a traditional
A. organizational context. B. microsystem. C. crew resource management. D. mental model.

Question 16. You're the manager of a hospital laboratory department and you're spending the day documenting standard operating procedures. In doing so, you're most likely using a
A. Pareto chart. B. process flowchart. C. run chart. D. cause-and-effect diagram.

Question 17. Improving a process by concentrating on the root of the problem is a critical part of the _______ cycle.
A. DMAIC B. Performance management C. Pareto Principle D. Shewhart End of exam

Question 18. A surgical checklist for employees is an example of a ______ tool.
A. meeting schedule B. crew resource management C. team D. human resource

Question 19. Which of the following organization assessment reviews includes "threats" as part of the analysis?
A. JCAHO B. PEST C. SWOT D. FMEA

Question 20. You're a manager observing your team for trends and patterns that reveal issues. In doing so, your behavior falls under which aspect of performance management measures?
A. Measurement methods B. Testing strategy C. Measurement aim D. Bias