Work Strengths Test Question 46 – Understanding an apparent service improvement
Read the scenario and rate every action independently. More than one action can receive the same rating.
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Scenario
Your monthly dashboard shows a sharp improvement in average case-handling time. During the same period, complaints increased and a small sample suggests that some cases were closed and then reopened. A director wants to use the improved figure in a briefing tomorrow. The dashboard has passed its routine checks, but nobody has yet examined whether the change in handling time reflects a genuine improvement in the service.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Remove the complaint information from the briefing so that the audience is not distracted from the improvement.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Accept the dashboard result because the routine quality checks have already been completed.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Check how the measure is calculated, analyse the reopened cases and compare the result with complaints before advising the director.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Include the improved figure with a clear warning that complaints have risen and arrange a fuller review after the briefing.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Counterproductive
- Action B: Ineffective
- Action C: Effective
- Action D: Fairly Effective
Members can unlock the full explanation for all four actions below, including why each rating fits and what the question is testing.
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