MHA 705 Exam 6 | Questions and
Verified Answers Rated A+ | 2025/2026
Guide
External customers are those
- Correct Answer - people outside of the organization for whom it
provides services
Internal customers are those that
- Correct Answer - receive services from other areas in the organization
that make it possible for them to do their jobs
dashboards are reports of
- Correct Answer - process measures that help leaders know what is
currently going on so that they can plan strategically where they want to
go next
scorecards are reports of
- Correct Answer - outcomes measures to help leaders know what they
have accomplished
The Customer Assessment of Healthcare Providers and Systems
(CAHPS) is
,- Correct Answer - a program sponsored and administered by the
agency for healthcare research and quality and quality
Fundamental principles of of performance improvement
- Correct Answer –
- The structure of a system determines its performance
- all systems demonstrate variation
- improvements rely on the collection and analysis of data that increase
knowledge
- PI requires the commitment and support of top administration
- PI works best when leaders and employees know and share the
organization's mission, vision, and values
- PI efforts take time and require a big investment in people
- excellent teamwork is essential
- communication must be open, honest, and multidirectional
- success must be celebrated to encourage more success
common cause variation
- Correct Answer - variation that is inherent within the system
special cause variation
- Correct Answer - variations that are caused by factors outside the
system
The organization's executive leaders and board of directors are
, - Correct Answer - responsible for developing and communicating a clear
vision of the organization's future
All PI programs must have established goals
- Correct Answer - goals are essentially targets that the organization
strives to achieve in a given PI program year
formal performance improvement activities tend to be
- Correct Answer - cyclical in nature
A benchmark is a
systematic comparison of one organization's measured characteristics
with those of another similar organization or with regional or national
standards
A team's success depends on
- Correct Answer –
- establishing ground rules
- stating the team's purpose or mission
- identifying customers and their requirements
- documenting current processes and identifying barriers
- collecting and analyzing data
- identifying possible solutions by brainstorming or using other PI
Verified Answers Rated A+ | 2025/2026
Guide
External customers are those
- Correct Answer - people outside of the organization for whom it
provides services
Internal customers are those that
- Correct Answer - receive services from other areas in the organization
that make it possible for them to do their jobs
dashboards are reports of
- Correct Answer - process measures that help leaders know what is
currently going on so that they can plan strategically where they want to
go next
scorecards are reports of
- Correct Answer - outcomes measures to help leaders know what they
have accomplished
The Customer Assessment of Healthcare Providers and Systems
(CAHPS) is
,- Correct Answer - a program sponsored and administered by the
agency for healthcare research and quality and quality
Fundamental principles of of performance improvement
- Correct Answer –
- The structure of a system determines its performance
- all systems demonstrate variation
- improvements rely on the collection and analysis of data that increase
knowledge
- PI requires the commitment and support of top administration
- PI works best when leaders and employees know and share the
organization's mission, vision, and values
- PI efforts take time and require a big investment in people
- excellent teamwork is essential
- communication must be open, honest, and multidirectional
- success must be celebrated to encourage more success
common cause variation
- Correct Answer - variation that is inherent within the system
special cause variation
- Correct Answer - variations that are caused by factors outside the
system
The organization's executive leaders and board of directors are
, - Correct Answer - responsible for developing and communicating a clear
vision of the organization's future
All PI programs must have established goals
- Correct Answer - goals are essentially targets that the organization
strives to achieve in a given PI program year
formal performance improvement activities tend to be
- Correct Answer - cyclical in nature
A benchmark is a
systematic comparison of one organization's measured characteristics
with those of another similar organization or with regional or national
standards
A team's success depends on
- Correct Answer –
- establishing ground rules
- stating the team's purpose or mission
- identifying customers and their requirements
- documenting current processes and identifying barriers
- collecting and analyzing data
- identifying possible solutions by brainstorming or using other PI
