WGU C720 Exam | Questions with 100% Correct
Answers | Verified | Latest Update 2026
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Terms in this set (163)
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 of a Performance
product.
secondary characteristics that Features
supplement the product's basic
functioning.
length of time a product will function Reliability
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 when Durability
subjected to hard and frequent use.
speed, courtesy, and competence of Serviceability
repair.
how a product looks, feels, sounds, Aesthetics
tastes, or smells.
image, advertising, or brand name of Perceived Quality
a product.
Identifying and eliminating steps in a Costs of Quality
process that do not add value for a
customer has the potential to reduce
selling price.
can be internal to the organization or Failure Costs
external involving the customer.
investment in measuring quality and Appraisal Costs
assessing customer satisfaction.
put a stop to the quality problem. Prevention Costs
Answers | Verified | Latest Update 2026
Save
Terms in this set (163)
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 of a Performance
product.
secondary characteristics that Features
supplement the product's basic
functioning.
length of time a product will function Reliability
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 when Durability
subjected to hard and frequent use.
speed, courtesy, and competence of Serviceability
repair.
how a product looks, feels, sounds, Aesthetics
tastes, or smells.
image, advertising, or brand name of Perceived Quality
a product.
Identifying and eliminating steps in a Costs of Quality
process that do not add value for a
customer has the potential to reduce
selling price.
can be internal to the organization or Failure Costs
external involving the customer.
investment in measuring quality and Appraisal Costs
assessing customer satisfaction.
put a stop to the quality problem. Prevention Costs
