WGU D469 Quality Management Strategies For Continuous
Improvement Notes | Verified study with complete Solutions |
2026 Updates | 100% correct
Lesson 1.1: Definition and Examples
Management – Read Pages 52 – 93
American Customer Satisfaction Index (ACSI) is well-recognized survey of consumer satisfaction with
product and service quality. The ACSI reports company scores on a 0 to 100 scale which are based on an
econometric modeling of data obtained from telephone interviews with customers.
The definition of quality is “A degree or level of excellence.”
The American Society for Quality (ASQ) defines quality as a “subjective term for which each person has
his or own definition. Quality can have 2 meanings:
1. The characteristics of a product or service that bear on its ability to satisfy state or implied
needs.
2. A product or service free of deficiencies.
Fitness for use – this is how well the product or service does what it is supposed to do.
Quality of Design – Involves designing quality characteristics into a product or service.
Dimensions of Quality fpr Manufactured Products
Dimensions of quality for manufactured products that consumers look for include the following:
1. Performance: The basic operating characteristics of a product; for example, how well a car
handles or its gas mileage.
2. Features: The extra items added to the basic features, such as stereo CD or a leather interior in a
car.
3. Reliability: 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.
4. Conformance: The degree to which a product meets preestablished standards.
5. Durability: How long the product acts, its life span before replacement. A pair of L.L bean boots,
with care, might be expected to last a lifetime.
6. Serviceability: The ease of getting repairs, the speed of repairs, and the courtesy and
competence of the repair person.
7. Aesthetics: How a product looks, feels, sounds, smells, or tastes.
8. Safety: Assurance that the customer will not suffer injury or harm from a product; an expescially
important consideration for automobiles.
9. Other Perception: subjective perceptions based on brand name, advertising, and the like.
Dimensions of quality for services:
The dimensions of quality for a service differ somewhat from those of a manufactured product. Service
quality is more directly related to the time and the interaction between employees and the customer.
1. Time and timeliness: How long must a customer wait for service, and is it completed on time?
For example, is an overnight package delivered overnight?
2. Completeness: Is everything the customer asked for provided?
Improvement Notes | Verified study with complete Solutions |
2026 Updates | 100% correct
Lesson 1.1: Definition and Examples
Management – Read Pages 52 – 93
American Customer Satisfaction Index (ACSI) is well-recognized survey of consumer satisfaction with
product and service quality. The ACSI reports company scores on a 0 to 100 scale which are based on an
econometric modeling of data obtained from telephone interviews with customers.
The definition of quality is “A degree or level of excellence.”
The American Society for Quality (ASQ) defines quality as a “subjective term for which each person has
his or own definition. Quality can have 2 meanings:
1. The characteristics of a product or service that bear on its ability to satisfy state or implied
needs.
2. A product or service free of deficiencies.
Fitness for use – this is how well the product or service does what it is supposed to do.
Quality of Design – Involves designing quality characteristics into a product or service.
Dimensions of Quality fpr Manufactured Products
Dimensions of quality for manufactured products that consumers look for include the following:
1. Performance: The basic operating characteristics of a product; for example, how well a car
handles or its gas mileage.
2. Features: The extra items added to the basic features, such as stereo CD or a leather interior in a
car.
3. Reliability: 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.
4. Conformance: The degree to which a product meets preestablished standards.
5. Durability: How long the product acts, its life span before replacement. A pair of L.L bean boots,
with care, might be expected to last a lifetime.
6. Serviceability: The ease of getting repairs, the speed of repairs, and the courtesy and
competence of the repair person.
7. Aesthetics: How a product looks, feels, sounds, smells, or tastes.
8. Safety: Assurance that the customer will not suffer injury or harm from a product; an expescially
important consideration for automobiles.
9. Other Perception: subjective perceptions based on brand name, advertising, and the like.
Dimensions of quality for services:
The dimensions of quality for a service differ somewhat from those of a manufactured product. Service
quality is more directly related to the time and the interaction between employees and the customer.
1. Time and timeliness: How long must a customer wait for service, and is it completed on time?
For example, is an overnight package delivered overnight?
2. Completeness: Is everything the customer asked for provided?
