EMD-Q QUALITY MANAGE MENT
QUESTIONS AND ANSWERS 100%
CORRECT
Question : Quality
Correct Answer: •a distinguishing attribute•essential
character/ nature •a high level of value or excellence
Question : Quality assurance (QA)
Correct Answer: Process of measuring & evaluating various
aspects of performance against accepted standards
Question : Quality improvement (QI)
Correct Answer: Total system approach to continuously
improving products and services
Question : Quality management (QM)
Correct Answer: The overall process used by a organization
to ensure their product or service are consistent and maintain a level of quality
Question : Objectives of quality management
Correct Answer: 1.ensure that employees understand their
duties 2. Measure and evaluate employee compliance relevant to their duties 3. Throughly review the effects of compliance 4. Track individual and system performance over
time 5. Make the nessesary changes and assure subsequent improvements
Question : Quality management cycle
Correct Answer: Routine review Identify issues Identify
solutions Take actionEvaluate action Improve performance
Question : Change management
Correct Answer: Keeps change efforts under control using
tools and techniques to minimize distractions and undesired impacts
Question : Change leadership
Correct Answer: Drives change through vision inspiration
and empowerment
Question : EDQ's
Correct Answer: Certified professionals who have taken on
a quality function in the communication center
Question : QAU
Correct Answer: Responsible for ongoing random and focus
case reviews
Question : Dispatch review committee DRC
Correct Answer: Drafting polices
Question : Dispatch steering committee DSC
Correct Answer: Approve or disapprove policy
Question : Quality Assurance (QA)
Correct Answer: Made up of all of the EDQs in the agency
Question : Random case reviews
Correct Answer: Every case in the database has a equal
chance to be selected without bias or pattern
Question : Focused case reviews
Correct Answer: Specifically selected for review based on
agency identified criteria
Question : Calibration case
Correct Answer: Any case that has interesting or complex
circumstances that may highlight specific case review challenges
Question : negativity bias
Correct Answer: Three times more weight to bad
experiences than to good
Question : outcome bias
Correct Answer: A tendency to assume an outcome without
all the information