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WGU C215 Final Exam Questions and Answers
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WGU C215 Final Exam Questions and Answers
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WGU C215 Final ExamTotal Quality Management (TQM) - Answer-depends on the pov of the people defining it
Conformance to specifications - TQM - Answer-How well a product or service meets the targets and
tolerances determined by its designers.
Fitness for use - TQM - Answer-focuses on how well the product performs its intended function or use
Value for price paid - TQM - Answer-a definition of quality that consumers often use for product or
service usefulness
Support Services- TQM - Answer-often how the quality of a product id judged
Psychological criteria- TQM - Answer-focuses on judgement evaluation of what constitutes product or
service quality
Prevention Costs - Answer-costs associated with preventing defects before they happen
appraisal costs - Answer-cost incurred in the process of uncovering defects
, Internal failure costs - Answer-costs associated with discovering poor product quality before the
product reaches consumers
external failure costs - Answer-costs associated with quality problems that occur at the consumer site
Manufacturing Quality - Answer-focuses on tangible product features: conformance, performance,
reliability, features, durability, serviceability
service quality - Answer-products intangible products that must be experienced (cannot be touched):
consistency, responsiveness, courtesy, promptness, atmosphere
Walter Shewhart - Answer-Contributed to understanding of process variability. Developed concept of
statistical control charts.
W. Edwards Deming - Answer-14 steps to quality management
plan, do, check, act cycle
improving production during WWII
teaching senior managers in Japan about quality
Joseph Juran - Answer-Fitness for use / developed cost of quality
Armand Feigenbaum - Answer-Introduced concept of total quality control
Philip B. Crosby - Answer-Coined phrase "quality is free" and introduced concept of zero defects
Kaoru Ishikawa - Answer-Developed cause-and-effect diagrams. Identified concept of "internal
customer".
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