WGU D469 Performance Assessment with
complete solution
What is a challenge associated with assessing service quality? - -answer-
:Outcome defects are not easy to measure.
Which Six Sigma step requires a firm to create goals, measures, and action plans
for projects to identify improvements that will make a significant impact on
profitability and achieve strategic objectives? - -answer- :Align
The probability that a product will operate properly within an expected time
frame; that is, that a TV will work without repair for about seven years. - -answer-
:Reliability
The degree to which a product meets preestablished standards. - -answer-
:Conformance
How long the product lasts; its life span before replacement. - -answer-
:Durability
The ease of getting repairs, the speed of repairs, and the courtesy and
competence of the repair person. - -answer- :Serviceability
How a product looks, feels, sounds, smells, or tastes. - -answer- :Aesthetics
, Assurance that the customer will not suffer injury or harm from a product; an
especially important consideration for automobiles. - -answer- :Safety
subjective perceptions based on brand name, advertising, etc. - -answer- :Other
perceptions
how long must a customer wait for service, and is it completed on time? - -
answer- :Time and timeliness
means that all the information that is necessary for faithful representation is
provided - -answer- :Completeness
the common name given to quality management and assurance standards - -
answer- :ISO 9000
a family of generic standards for environmental management established by the
International Organization for Standardization - -answer- :ISO 14000
Environmental standards for improving energy performance - -answer- :ISO
50001
is a certification for cities that provides common standards for urban areas that
measure a city's quality of life. - -answer- :ISO 37120
Why would a quality manager use a flowchart in the production process? - -
answer- :To identify the relationships between functions
complete solution
What is a challenge associated with assessing service quality? - -answer-
:Outcome defects are not easy to measure.
Which Six Sigma step requires a firm to create goals, measures, and action plans
for projects to identify improvements that will make a significant impact on
profitability and achieve strategic objectives? - -answer- :Align
The probability that a product will operate properly within an expected time
frame; that is, that a TV will work without repair for about seven years. - -answer-
:Reliability
The degree to which a product meets preestablished standards. - -answer-
:Conformance
How long the product lasts; its life span before replacement. - -answer-
:Durability
The ease of getting repairs, the speed of repairs, and the courtesy and
competence of the repair person. - -answer- :Serviceability
How a product looks, feels, sounds, smells, or tastes. - -answer- :Aesthetics
, Assurance that the customer will not suffer injury or harm from a product; an
especially important consideration for automobiles. - -answer- :Safety
subjective perceptions based on brand name, advertising, etc. - -answer- :Other
perceptions
how long must a customer wait for service, and is it completed on time? - -
answer- :Time and timeliness
means that all the information that is necessary for faithful representation is
provided - -answer- :Completeness
the common name given to quality management and assurance standards - -
answer- :ISO 9000
a family of generic standards for environmental management established by the
International Organization for Standardization - -answer- :ISO 14000
Environmental standards for improving energy performance - -answer- :ISO
50001
is a certification for cities that provides common standards for urban areas that
measure a city's quality of life. - -answer- :ISO 37120
Why would a quality manager use a flowchart in the production process? - -
answer- :To identify the relationships between functions
