WGU D469 OBJECTIVE ASSESSMENT V1 AND V2
NEWEST 2026 TEST BANK| D469 QUALITY,
CONTINUOUS IMPROVEMENT, AND LEAN SIX SIGMA
OA EXAM WITH COMPLETE 300 REAL EXAM
QUESTIONS AND CORRECT VERIFIED ANSWERS/
GRADED A+ (MOST RECENT!!)
D469 OBJECTIVE ASSESSMENT V1.
A logistics service provider wants to plot and track its on-time shipments
to improve customer service using a statistical control chart. The average
on-time performance is 99.9 percent, and the chart should cover 68
percent of occurrence probability within the control limits. Which
standard deviation should be used in the chart?
A. 0.5
B. 1
C. 2
D. 3 - Correct Answer - 1
An insurance company wants to launch a new service for its customers
using service quality standards. This service will be managed by its field
sales force. Which service characteristic should be considered in the
design process?
A. It will be tangible in nature.
B. It will have low customer contact.
C. It cannot be easily emulated.
pg. 1
,D. It must enable decentralized decisions. - Correct Answer - It must
enable decentralized decisions.
A manufacturing conglomerate wants to enter the service business with a
service that will allow it to deploy its expertise with high-quality control
measures. Which type of service business should the company enter?
A. Less labor-intensive
B. Highly customized
C. Fully homogenized
D. Less customized - Correct Answer - Highly customized
A manufacturing plant has implemented robust quality controls at the
beginning of its production process by installing equipment that inspects
raw materials to ensure defects are not passed on to the next stage of
production. Which quality principle is being used?
A. Quality function deployment
B. House of quality
C. Quality at the source
D. Quality index - Correct Answer - Quality at the source
A car wash is using a process control chart to plot and monitor service
wait times to improve quality and customer satisfaction. An upper and
lower control limit of one standard deviation is being used to detect out-
of-control processes. What is the percentage of normal probability used
for the control limits in this case?
pg. 2
,A. 38.2%
B. 68%
C. 95%
D. 99.73% - Correct Answer - 68%
A startup firm is launching a new online education service for kids using
the standard service design process. A detailed schedule for the service
launch across several sites has been completed. Which type of service
specification has been finalized?
A. Performance
B. Design
C. Delivery
D. Concept - Correct Answer - Delivery
A telecommunications company wants to monitor call drop rates to
improve the customer experience. It will use a statistical control chart
with an average drop rate of 3X and one sample standard deviation.
What are the control limits of the process control chart?
A. 3X ± 2σ
B. 3X ± σ
C. X ± σ
D. 3X ± 3σ - Correct Answer - 3X ± σ
pg. 3
, An entertainment company wants to launch a service that requires a very
low amount of contact and interaction with its visitors. The company
wants to use the standard design process to build this service. Which
employee skill set should the company use to ensure quality in this
service delivery?
A. People skills
B. Technical skills
C. Analytical skills
D. Auditing skills - Correct Answer - Technical skills
An industrial chemical manufacturer wants to improve its quality
standards by tracking the moisture levels of raw materials using a
statistical control chart. The standard average moisture level is X
humidity units, and two sample standard deviations will be used. What is
the lower control limit of the chart?
A. X - 3σ
B. 2X - 2σ
C. X - 2σ
D. 2X - 3σ - Correct Answer - X - 2σ
A hotel chain wants to enhance the customer experience by upgrading its
room facilities across its many locations. What is the relevant measure
of service quality to meet the objective?
A. Forecast accuracy of the occupancy rate
B. The price index of the experience
pg. 4
NEWEST 2026 TEST BANK| D469 QUALITY,
CONTINUOUS IMPROVEMENT, AND LEAN SIX SIGMA
OA EXAM WITH COMPLETE 300 REAL EXAM
QUESTIONS AND CORRECT VERIFIED ANSWERS/
GRADED A+ (MOST RECENT!!)
D469 OBJECTIVE ASSESSMENT V1.
A logistics service provider wants to plot and track its on-time shipments
to improve customer service using a statistical control chart. The average
on-time performance is 99.9 percent, and the chart should cover 68
percent of occurrence probability within the control limits. Which
standard deviation should be used in the chart?
A. 0.5
B. 1
C. 2
D. 3 - Correct Answer - 1
An insurance company wants to launch a new service for its customers
using service quality standards. This service will be managed by its field
sales force. Which service characteristic should be considered in the
design process?
A. It will be tangible in nature.
B. It will have low customer contact.
C. It cannot be easily emulated.
pg. 1
,D. It must enable decentralized decisions. - Correct Answer - It must
enable decentralized decisions.
A manufacturing conglomerate wants to enter the service business with a
service that will allow it to deploy its expertise with high-quality control
measures. Which type of service business should the company enter?
A. Less labor-intensive
B. Highly customized
C. Fully homogenized
D. Less customized - Correct Answer - Highly customized
A manufacturing plant has implemented robust quality controls at the
beginning of its production process by installing equipment that inspects
raw materials to ensure defects are not passed on to the next stage of
production. Which quality principle is being used?
A. Quality function deployment
B. House of quality
C. Quality at the source
D. Quality index - Correct Answer - Quality at the source
A car wash is using a process control chart to plot and monitor service
wait times to improve quality and customer satisfaction. An upper and
lower control limit of one standard deviation is being used to detect out-
of-control processes. What is the percentage of normal probability used
for the control limits in this case?
pg. 2
,A. 38.2%
B. 68%
C. 95%
D. 99.73% - Correct Answer - 68%
A startup firm is launching a new online education service for kids using
the standard service design process. A detailed schedule for the service
launch across several sites has been completed. Which type of service
specification has been finalized?
A. Performance
B. Design
C. Delivery
D. Concept - Correct Answer - Delivery
A telecommunications company wants to monitor call drop rates to
improve the customer experience. It will use a statistical control chart
with an average drop rate of 3X and one sample standard deviation.
What are the control limits of the process control chart?
A. 3X ± 2σ
B. 3X ± σ
C. X ± σ
D. 3X ± 3σ - Correct Answer - 3X ± σ
pg. 3
, An entertainment company wants to launch a service that requires a very
low amount of contact and interaction with its visitors. The company
wants to use the standard design process to build this service. Which
employee skill set should the company use to ensure quality in this
service delivery?
A. People skills
B. Technical skills
C. Analytical skills
D. Auditing skills - Correct Answer - Technical skills
An industrial chemical manufacturer wants to improve its quality
standards by tracking the moisture levels of raw materials using a
statistical control chart. The standard average moisture level is X
humidity units, and two sample standard deviations will be used. What is
the lower control limit of the chart?
A. X - 3σ
B. 2X - 2σ
C. X - 2σ
D. 2X - 3σ - Correct Answer - X - 2σ
A hotel chain wants to enhance the customer experience by upgrading its
room facilities across its many locations. What is the relevant measure
of service quality to meet the objective?
A. Forecast accuracy of the occupancy rate
B. The price index of the experience
pg. 4
