WGU C720 Exam Questions and Answers
with Verified Solutions | Latest Updated 2026
is a process by which a company Benchmarking
compares its performance to the
performance of other companies.
Those other companies need not
be
competitors, nor be within the
same
industry. Instead, the purpose of
_________ is to set a standard
based
upon the company that is
recognized as the best at a certain
activity.
Reliability, Responsiveness, 5 Dimensions of Quality
Assurance, Empathy, and
Tangibles
Reliability refers to the service
provider's ability to deliver the
promised service reliably,
accurately,
and on time.
The knowledge, skills, and
reliability
of staff, as well as their ability to
instill trust and confidence in
consumers, constitute assurance.
Tangibles pertain to the physical
evidence of the delivered service.
,Performance, Features, Reliability, Quality of Goods
Conformance, Durability,
Serviceability, Aesthetics, and
Perceived Quality.
primary operating characteristics Performance
of a
product.
secondary characteristics that Features
supplement the product's basic
functioning.
length of time a product will Reliability
function
before it fails, or the probability it
will
function for a stated period of time.
degree to which a product's design Conformance
and operating characteristics
match
pre-established standards.
ability of a product to function Durability
when
subjected to hard and frequent
use.
speed, courtesy, and competence Serviceability
of
repair.
, how a product looks, feels, Aesthetics
sounds,
tastes, or smells.
image, advertising, or brand name Perceived Quality
of
a product.
Identifying and eliminating steps in Costs of Quality
a
process that do not add value for a
customer has the potential to
reduce
selling price.
can be internal to the organization Failure Costs
or
external involving the customer.
investment in measuring quality Appraisal Costs
and
assessing customer satisfaction.
put a stop to the quality problem. Prevention Costs
This is how the product, either a Product Design
good or a service, functions. It
determines the features, functions,
aesthetics, and performance of a
product, which are essential parts
of
the product's quality.
with Verified Solutions | Latest Updated 2026
is a process by which a company Benchmarking
compares its performance to the
performance of other companies.
Those other companies need not
be
competitors, nor be within the
same
industry. Instead, the purpose of
_________ is to set a standard
based
upon the company that is
recognized as the best at a certain
activity.
Reliability, Responsiveness, 5 Dimensions of Quality
Assurance, Empathy, and
Tangibles
Reliability refers to the service
provider's ability to deliver the
promised service reliably,
accurately,
and on time.
The knowledge, skills, and
reliability
of staff, as well as their ability to
instill trust and confidence in
consumers, constitute assurance.
Tangibles pertain to the physical
evidence of the delivered service.
,Performance, Features, Reliability, Quality of Goods
Conformance, Durability,
Serviceability, Aesthetics, and
Perceived Quality.
primary operating characteristics Performance
of a
product.
secondary characteristics that Features
supplement the product's basic
functioning.
length of time a product will Reliability
function
before it fails, or the probability it
will
function for a stated period of time.
degree to which a product's design Conformance
and operating characteristics
match
pre-established standards.
ability of a product to function Durability
when
subjected to hard and frequent
use.
speed, courtesy, and competence Serviceability
of
repair.
, how a product looks, feels, Aesthetics
sounds,
tastes, or smells.
image, advertising, or brand name Perceived Quality
of
a product.
Identifying and eliminating steps in Costs of Quality
a
process that do not add value for a
customer has the potential to
reduce
selling price.
can be internal to the organization Failure Costs
or
external involving the customer.
investment in measuring quality Appraisal Costs
and
assessing customer satisfaction.
put a stop to the quality problem. Prevention Costs
This is how the product, either a Product Design
good or a service, functions. It
determines the features, functions,
aesthetics, and performance of a
product, which are essential parts
of
the product's quality.
