C215-WGU
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1. TQM: Total Quali- is an integrated organizational effort designed to improve quality at every level.
ty Management
2. Customer De- TQM is about meeting quality expectations as defined by the customer.
fined Quality
3. Conformance to measures how well the product or service meets the targets and tolerances
specification determined by its designers.
4. Example of Con- The wait for hotel room service may be specified as 20 minutes, but there may be
formance to an acceptable delay of an additional 10 minutes.
specification
Also, consider the amount of light delivered by a 60-watt light bulb. If the bulb
delivers 50 watts, it does not conform to specifications.
5. Fitness for use focuses on how well the product performs its intended function or use.
6. Example of Fit- For example, a Mercedes-Benz and a Jeep Cherokee both meet a fitness for use
ness for use definition if one considers transportation as the intended function. However, if
the definition becomes more specific and assumes that the intended use is for
transportation on mountain roads and carrying fishing gear, the Jeep Cherokee
has a greater fitness for use. You can also see that fitness for use is a user-based
definition in that it is intended to meet the needs of a specific user group.
7. Value for a price is a definition of quality that consumers often use for product or service useful-
paid ness. This is the only definition that combines economics with consumer criteria;
it assumes that the definition of quality is price sensitive.
8. Examples of Val- For example, suppose that you wish to sign up for a personal finance seminar
ue for a price and discover that the same class is being taught at two different colleges at
paid significantly different tuition rates. If you take the less expensive seminar, you will
feel that you have received greater value for the price.
9. Support Services
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provided are often how the quality of a product or service is judged. Quality
does not apply only to the product or service itself; it also applies to the people,
processes, and organizational environment associated with it.
10. Example of Sup- For example, the quality of a university is judged not only by the quality of staff and
port Services course offerings but also by the efficiency and accuracy of processing paperwork.
11. Psychological is a subjective definition that focuses on the judgmental evaluation of what consti-
Criteria tutes product or service quality. Different factors contribute to the evaluation, such
as the atmosphere of the environment or the perceived prestige of the product.
12. Examples of Psy- For example, a hospital patient may receive average healthcare, but a very friendly
chological Crite- staff may leave the impression of high quality. Similarly, we commonly associate
ria certain products with excellence because of their reputation; Rolex watches and
Mercedes-Benz automobiles are examples.
13. Manufacturing Manufacturing organizations produce a tangible product that can be seen,
Organizations touched, and directly measured. Examples include cars, CD players, clothes,
computers, and food items.
14. Quality in manu- quality definitions in manufacturing usually focus on tangible product features.
facturing organi-
zations
15. Common quali- 1. Conformance: the degree to which a product characteristic meets preset stan-
ty definition in dards.
manufacturing 2. Performance: such as acceleration of a vehicle
3. Reliability: meaning that the product will function as expected without failure
4. Features: the extras that are included beyond the basic characteristics
5. Durability: the expected operational life of the product
6. Serviceability: how readily a product can be repaired
16.
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Service Organiza- service organizations produce a product that is intangible. Usually, the complete
tions product cannot be seen or touched. Rather, it is experienced. The intangible
nature of the product makes defining quality difficult.
17. Examples of Ser- delivery of healthcare, the experience of staying at a vacation resort, and learning
vice Organiza- at a university.
tions
18. Quality of Service 1. Responsiveness to customers needs/
is defined by per- 2. Courtesy and friendliness of staff.
ceptual factors 3. Promptness in resolving complains.
4. Atmosphere
5. Time: the amount of time a customer has to wait for the service.
6. Consistency: the degree to which service is the same each time.
19. Quality Control Cost necessary for achieving high quality.
Costs
20. Two types of 1. Prevention costs.
Quality Control 2. Appraisal costs.
Costs
21. Prevention Costs are all costs incurred in the process of preventing poor quality from occurring.
Costs includes the following.
1. quality planning costs, such as the costs of developing and implementing a
quality plan.
2. cost of product and process design.
3. Employee training in quality measurement.
4. Cost of maintaining records of information and data related to quality.
22. Appraisal Costs incurred in the process of uncovering defects. They include the following;
1. Cost of quality inspections.
2. Product testing.
, C215-WGU
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3. performing audits to make sure that quality standards are being met.
4. costs of worker time spent measuring quality
5. cost of equipment used for quality appraisal.
23. Quality Failure Cost consequences of poor quality.
Costs
24. Two types of 1. External Failure Costs
Quality Failure 2. Internal Failure Costs
Costs
25. Internal Failure are associated with discovering poor product quality before the product reaches
Costs the customer site.
1. rework: the cost of correcting the defective item.
2.Scrap: when item is so defective that it cannot be fixed and must be thrown away.
Scrap cost includes all the material, labor, and machine cost spent in producing
the defective product.
3. cost of machine downtime due to failures in the process and the costs of
discounting defective items for salvage value.
26. External Failure are associated with quality problems that occur at the customer site. These costs
Costs can be particularly damaging because customer faith and loyalty can be difficult
to regain.
1. Customer complaints
2. Product returns
3. repairs to warranty claims
4. recalls
5. litigation costs resulting from product liability issues
6. lost sales and lost customers
27.
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1. TQM: Total Quali- is an integrated organizational effort designed to improve quality at every level.
ty Management
2. Customer De- TQM is about meeting quality expectations as defined by the customer.
fined Quality
3. Conformance to measures how well the product or service meets the targets and tolerances
specification determined by its designers.
4. Example of Con- The wait for hotel room service may be specified as 20 minutes, but there may be
formance to an acceptable delay of an additional 10 minutes.
specification
Also, consider the amount of light delivered by a 60-watt light bulb. If the bulb
delivers 50 watts, it does not conform to specifications.
5. Fitness for use focuses on how well the product performs its intended function or use.
6. Example of Fit- For example, a Mercedes-Benz and a Jeep Cherokee both meet a fitness for use
ness for use definition if one considers transportation as the intended function. However, if
the definition becomes more specific and assumes that the intended use is for
transportation on mountain roads and carrying fishing gear, the Jeep Cherokee
has a greater fitness for use. You can also see that fitness for use is a user-based
definition in that it is intended to meet the needs of a specific user group.
7. Value for a price is a definition of quality that consumers often use for product or service useful-
paid ness. This is the only definition that combines economics with consumer criteria;
it assumes that the definition of quality is price sensitive.
8. Examples of Val- For example, suppose that you wish to sign up for a personal finance seminar
ue for a price and discover that the same class is being taught at two different colleges at
paid significantly different tuition rates. If you take the less expensive seminar, you will
feel that you have received greater value for the price.
9. Support Services
, C215-WGU
Study online at https://quizlet.com/_52uu5f
provided are often how the quality of a product or service is judged. Quality
does not apply only to the product or service itself; it also applies to the people,
processes, and organizational environment associated with it.
10. Example of Sup- For example, the quality of a university is judged not only by the quality of staff and
port Services course offerings but also by the efficiency and accuracy of processing paperwork.
11. Psychological is a subjective definition that focuses on the judgmental evaluation of what consti-
Criteria tutes product or service quality. Different factors contribute to the evaluation, such
as the atmosphere of the environment or the perceived prestige of the product.
12. Examples of Psy- For example, a hospital patient may receive average healthcare, but a very friendly
chological Crite- staff may leave the impression of high quality. Similarly, we commonly associate
ria certain products with excellence because of their reputation; Rolex watches and
Mercedes-Benz automobiles are examples.
13. Manufacturing Manufacturing organizations produce a tangible product that can be seen,
Organizations touched, and directly measured. Examples include cars, CD players, clothes,
computers, and food items.
14. Quality in manu- quality definitions in manufacturing usually focus on tangible product features.
facturing organi-
zations
15. Common quali- 1. Conformance: the degree to which a product characteristic meets preset stan-
ty definition in dards.
manufacturing 2. Performance: such as acceleration of a vehicle
3. Reliability: meaning that the product will function as expected without failure
4. Features: the extras that are included beyond the basic characteristics
5. Durability: the expected operational life of the product
6. Serviceability: how readily a product can be repaired
16.
, C215-WGU
Study online at https://quizlet.com/_52uu5f
Service Organiza- service organizations produce a product that is intangible. Usually, the complete
tions product cannot be seen or touched. Rather, it is experienced. The intangible
nature of the product makes defining quality difficult.
17. Examples of Ser- delivery of healthcare, the experience of staying at a vacation resort, and learning
vice Organiza- at a university.
tions
18. Quality of Service 1. Responsiveness to customers needs/
is defined by per- 2. Courtesy and friendliness of staff.
ceptual factors 3. Promptness in resolving complains.
4. Atmosphere
5. Time: the amount of time a customer has to wait for the service.
6. Consistency: the degree to which service is the same each time.
19. Quality Control Cost necessary for achieving high quality.
Costs
20. Two types of 1. Prevention costs.
Quality Control 2. Appraisal costs.
Costs
21. Prevention Costs are all costs incurred in the process of preventing poor quality from occurring.
Costs includes the following.
1. quality planning costs, such as the costs of developing and implementing a
quality plan.
2. cost of product and process design.
3. Employee training in quality measurement.
4. Cost of maintaining records of information and data related to quality.
22. Appraisal Costs incurred in the process of uncovering defects. They include the following;
1. Cost of quality inspections.
2. Product testing.
, C215-WGU
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3. performing audits to make sure that quality standards are being met.
4. costs of worker time spent measuring quality
5. cost of equipment used for quality appraisal.
23. Quality Failure Cost consequences of poor quality.
Costs
24. Two types of 1. External Failure Costs
Quality Failure 2. Internal Failure Costs
Costs
25. Internal Failure are associated with discovering poor product quality before the product reaches
Costs the customer site.
1. rework: the cost of correcting the defective item.
2.Scrap: when item is so defective that it cannot be fixed and must be thrown away.
Scrap cost includes all the material, labor, and machine cost spent in producing
the defective product.
3. cost of machine downtime due to failures in the process and the costs of
discounting defective items for salvage value.
26. External Failure are associated with quality problems that occur at the customer site. These costs
Costs can be particularly damaging because customer faith and loyalty can be difficult
to regain.
1. Customer complaints
2. Product returns
3. repairs to warranty claims
4. recalls
5. litigation costs resulting from product liability issues
6. lost sales and lost customers
27.
