WGU D469 Performance Assessment Complete 200-Question Study/Practice Exam

WGU D469 Performance Assessment Complete 200-Question Study/Practice Exam Quality Management & Performance Measurement (Questions 1-10) Question 1. Which metric best measures organizational effectiveness? A. Number of employees B. Cost per unit C. Achievement of strategic objectives D. Hours worked Correct Answer: C Rationale: Effectiveness is about achieving organizational goals. While efficiency measures input-to-output ratios, effectiveness ensures the organization is pursuing the right strategic objectives. Question 2. A Key Performance Indicator (KPI) should be: A. Broad and general B. Difficult to measure C. Directly aligned with strategy D. Only financial Correct Answer: C Rationale: KPIs must directly support strategic goals to guide performance and connect daily operations to long-term mission and vision. Question 3. Which of the following is an example of a leading indicator? A. Annual profit B. Customer satisfaction score C. Equipment downtime hours D. Employee training completion rate Correct Answer: D Rationale: Training completion predicts future performance improvements. Leading indicators are proactive measures that forecast future results, allowing organizations to take corrective action before problems occur. Question 4. Lagging indicators primarily measure: A. Future performance B. Past results C. Employee morale D. Process inputs Correct Answer: B Rationale: Lagging indicators reflect outcomes after actions have occurred, such as annual profit or customer satisfaction scores. They are useful for evaluating past performance but do not predict future outcomes. Question 5. A balanced scorecard includes which perspectives? A. Financial only B. Customers and finance only C. Financial, customer, internal processes, learning & growth D. Human resources only Correct Answer: C Rationale: The balanced scorecard integrates four complementary perspectives: Financial, Customer, Internal Business Processes, and Learning & Growth. This provides a balanced view of organizational performance beyond just financial metrics. Question 6. What is benchmarking? A. Reducing operational costs B. Comparing performance to industry standards C. Conducting employee reviews D. Forecasting revenue Correct Answer: B Rationale: Benchmarking compares performance against best practices or peers in the industry to identify improvement opportunities and establish performance targets. Question 7. What are SMART goals? A. Specific, measurable, achievable, relevant, time-bound B. Strategic, manageable, attainable, reasonable, timely C. Systematic, monitored, action-oriented, reviewed, tested D. Simple, meaningful, accurate, responsive, targeted Correct Answer: A Rationale: SMART is a mnemonic for goal-setting criteria that ensure objectives are clear and actionable: Specific, Measurable, Achievable, Relevant, and Time-bound. Question 8. Which of the following is considered an 8th waste in Lean? A. Inventory B. Waiting C. Underutilized talent D. Motion Correct Answer: C Rationale: The original seven wastes (TIMWOOD) were extended to include underutilized talent as an eighth waste, recognizing that failing to leverage employee skills and creativity is a significant source of waste. Question 9. Who is considered the father of modern quality management? A. Philip Crosby B. Joseph Juran C. W. Edwards Deming D. Armand Feigenbaum Correct Answer: C Rationale: Deming’s 14 Points and the Plan-Do-Check-Act (PDCA) cycle form the basis of total quality management (TQM). His work transformed manufacturing and management practices worldwide. Question 10. What is the main goal of Total Quality Management (TQM)? A. Maximize short-term profits B. Reduce employee headcount C. Achieve continuous improvement in all organizational processes D. Increase production speed at any cost Correct Answer: C Rationale: TQM focuses on long-term success through customer satisfaction and continuous improvement across all organizational processes, involving every employee in quality efforts. PART 2 — NEW QUESTIONS (11-200) Section A: Performance Measurement Fundamentals (Questions 11-35) Question 11. Which of the following best describes the relationship between efficiency and effectiveness? A. Efficiency and effectiveness are the same concept B. Efficiency focuses on doing things right; effectiveness focuses on doing the right things C. Effectiveness focuses on cost reduction; efficiency focuses on quality D. There is no relationship between efficiency and effectiveness Correct Answer: B Rationale: Efficiency is about minimizing inputs to achieve outputs (doing things right), while effectiveness is about achieving the appropriate objectives (doing the right things).