An SLA Is a Service Level Agreement

question 11

Multiple Choice

An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

• A) A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
• B) The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
• C) SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
• D) Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

Distinguish between the types of data (Q-data, T-data, L-data) used in personality assessment and their sources.

Identify the two types of source traits according to Cattell and their significance in personality structure.

Describe the methods and techniques used in personality assessment, including factor analysis and behavioral genetics.

Understand the role of genetic and environmental influences on personality, as discussed in the theories of Cattell and Eysenck.

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Definitions:

Yea-sayer

A person who tends to agree with or say 'yes' to everything, often without critical consideration.

Correct Rejections

In signal detection theory, instances where a non-signal is correctly identified as not being present.

False Alarms

Instances in signal detection theory where a signal is perceived to be present when it is not, leading to incorrect or mistaken responses.

Sensory Adaptation

A psychological phenomenon where the sensitivity to a stimulus decreases over time when the stimulus is constantly present.