WGU C215 Study Guide Questions And Answers

WGU C215 Study Guide Questions And Answers
What does TQM Focus on? - ANS-Identifying quality problem root causes.
What does TQM encompass? - ANS-Entire organization
What are the 7 basic concepts of TQM? - ANS-1. Customer focus
2. Continuous improvement
3. Employee empowerment
4. Use of quality tools
5. Product design
6. Process management
7. Managing supplier quantity
Walter A. Shewhart - ANS-Contributed to understanding of process variability. Developed concept of
statistical control charts.
W. Edwards Deming - ANS-Stressed management eresponsibility for quality. Developed the 14 points
guide to quality improvement
Joseph M. Juran - ANS-Defined quality as fitness for use and developed concept of cost quality
Armand V. Feigenbaum - ANS-Introduced concept of total quality control
Philip B. Crosby - ANS-Created phrase "fitness for use" and zero defects
Kaoru Ishkawa - ANS-Developed cause an effect of diagrams. Identified concept of internal customer
Genichi Taguchi - ANS-Product design quality. Developed Taguchi loss function.
Define: Conformance to specifications - ANS-Hoe well a product or service meets the targets and
tolerances set by designers
Define: Fitness for use - ANS-How well the product performs its intended purpose or use
Define: Value of price paid - ANS-Quality defined in terms of consumers perception of usefulness of
service or product related to prices paid
Define: Support Services - ANS-Quality defined in terms of the support provided after the product or
service is purchased.
Define: Psychological Criteria - ANS-Quality focuses on the judgmental evaluation of what constitutes
products or services.
What are the four costs of quality? - ANS-Prevention, Appraisal, Internal, External
Define the quality costs Prevention and Appraisal: - ANS-Costs that are incurred to prevent poor quality
Define the quality costs Internal and External failure: - ANS-Costs that the company hoped to prevent
What is Quality Function Deployment? - ANS-Tool used to translate customer needs into specific
engineering requirements.
What are the 7 Quality tools? - ANS-1) Process Flowchart

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