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Question 57
Which statement about the ‘continual improvement model’ is CORRECT?
Options:
A.
Organizations should work through the steps of the model in the sequence in which they are presented
B.
The flow of the model helps organizations to link improvements to its goals
C.
The model is applicable to only certain parts of the service value system
D.
Organizations should use an additional model or method to link improvements to customer value
It is important to understand the difference in these terms not just for clarity, but because outputs are much easier to measure than outcomes.
Outputs are nearly always quantitative, with data available to show whether these have been delivered. Outputs are easy to report on and to validate. There is no grey area.
Outcomes are more challenging to verify because they are both qualitative and quantitative. Whether your outcomes have been achieved will rely, to a great extent, on the perception of the people who receive the service. Perceptions are not easy to measure or report on, but it is essential you find a way to do so.
https://www.bmc.com/blogs/outcomes-vs-outputs/
Question 59
How is a continual improvement register used?
Options:
A.
To record requests for provision of a resource or service
B.
To provide a structured approach to implementing improvements
C.
To organize past, present, and future improvement ideas
D.
To authorize changes to implement improvement initiatives
