Question

#1 The Project Charter should include the following:

a. background and purpose

b. scope

c. mission statement

d. team composition

e. operational framework

f. performance measures

g. all of the above

#2 Advantages for using the CAHPS survey for assessing the VOC include the following (choose best answer)

a. the survey is standardized and validated

b. the survey can be administered at no cost

c. comparative data is available at no cost

d. all the above

e. a and b

f. b and c

#3 The Kano Model includes the following dimensions of quality:

a. attractive quality

b. charismatic quality

c. important quality

d. all above  

Answer 1

1. g all of the above since all the information is required to make a charter

2.e. a and b since survey iss standarized and required no administered cost

3.a attractive quality :Not only does the Kano model feature performance attributes, but additionally incorporates an "excitement" attribute as well. Excitement attributes are for the most part unforeseen by the client but may yield paramount satisfaction. Having excitement attributes can only help you, but in some scenarios it is okay to not have them included. The beauty behind an excitement attribute is to spur a potential consumer's imagination, these attributes are used to help the customer discover needs that they've never thought about before.