WGU D469 PERFORMANCE ASSESSMENT –
350 UNIQUE MULTIPLE-CHOICE QUESTIONS
AND ANSWERS WITH DETAILED
RATIONALES LATEST UPDATE
PART 1: QUALITY MANAGEMENT FOUNDATIONS (Questions 1–60)
Q1. Who is considered the father of modern quality management?
A) Philip Crosby
B) Joseph Juran
C) W. Edwards Deming
D) Armand Feigenbaum
Correct Answer: C
Rationale: W. Edwards Deming is widely regarded as the father of modern quality management. His 14
Points for Management and the Plan-Do-Check-Act (PDCA) cycle formed the foundation of total quality
management (TQM). His work revolutionized manufacturing and management practices, particularly in
Japan after World War II.
---
Q2. Which quality guru introduced the concept of "fitness for use"?
A) W. Edwards Deming
B) Joseph Juran
C) Philip Crosby
D) Kaoru Ishikawa
Correct Answer: B
1
,Rationale: Joseph Juran defined quality as "fitness for use," emphasizing that quality means a product or
service meets customer needs. He also developed the Quality Trilogy: quality planning, quality control,
and quality improvement.
---
Q3. Philip Crosby is best known for which quality philosophy?
A) 14 Points for Management
B) Quality Trilogy
C) Zero Defects and "Quality is Free"
D) Fishbone diagram
Correct Answer: C
Rationale: Philip Crosby championed the concept of "Zero Defects" and popularized the idea that
"Quality is Free" — meaning the cost of poor quality far exceeds the cost of prevention. He emphasized
doing things right the first time.
---
Q4. What does the acronym PDCA stand for in Deming's quality framework?
A) Plan-Develop-Check-Act
B) Plan-Do-Check-Act
C) Prepare-Deliver-Control-Assess
D) Plan-Direct-Control-Audit
Correct Answer: B
Rationale: PDCA stands for Plan-Do-Check-Act, a four-step iterative method for continuous
improvement. It was popularized by W. Edwards Deming and is also known as the Deming Cycle or
Shewhart Cycle.
---
2
,Q5. Which quality guru developed the Fishbone (Cause-and-Effect) diagram?
A) W. Edwards Deming
B) Joseph Juran
C) Philip Crosby
D) Kaoru Ishikawa
Correct Answer: D
Rationale: Kaoru Ishikawa developed the Fishbone diagram (also called Ishikawa diagram or Cause-and-
Effect diagram) as a tool for identifying potential causes of a problem. He also pioneered quality circles in
Japan.
---
Q6. What are the four categories in the Cost of Quality (COQ) framework?
A) Planning, inspection, rework, returns
B) Prevention, appraisal, internal failure, external failure
C) Direct, indirect, fixed, variable
D) Design, production, distribution, service
Correct Answer: B
Rationale: The Cost of Quality framework consists of four categories: Prevention costs (planning,
training), Appraisal costs (inspection, testing), Internal failure costs (scrap, rework), and External failure
costs (warranty, returns, reputation damage).
---
Q7. Which type of quality cost includes expenses for inspecting and testing products?
A) Prevention costs
B) Appraisal costs
C) Internal failure costs
D) External failure costs
3
, Correct Answer: B
Rationale: Appraisal costs are incurred to determine the degree of conformance to quality requirements.
These include inspection, testing, and quality audits. Prevention costs are incurred to prevent defects,
while failure costs result from defects.
---
Q8. External failure costs include which of the following?
A) Training and quality planning
B) Inspection and testing
C) Scrap and rework
D) Warranty claims and product returns
Correct Answer: D
Rationale: External failure costs occur after products have been delivered to customers and include
warranty claims, product returns, complaints, and loss of reputation. Scrap and rework are internal failure
costs.
---
Q9. According to Garvin's dimensions of quality, which dimension refers to the primary operating
characteristics of a product?
A) Features
B) Reliability
C) Performance
D) Durability
Correct Answer: C
Rationale: Performance refers to the primary operating characteristics of a product — how well it
performs its intended function. Features are secondary characteristics, reliability is the probability of
failure-free operation, and durability is the amount of use before deterioration.
4
350 UNIQUE MULTIPLE-CHOICE QUESTIONS
AND ANSWERS WITH DETAILED
RATIONALES LATEST UPDATE
PART 1: QUALITY MANAGEMENT FOUNDATIONS (Questions 1–60)
Q1. Who is considered the father of modern quality management?
A) Philip Crosby
B) Joseph Juran
C) W. Edwards Deming
D) Armand Feigenbaum
Correct Answer: C
Rationale: W. Edwards Deming is widely regarded as the father of modern quality management. His 14
Points for Management and the Plan-Do-Check-Act (PDCA) cycle formed the foundation of total quality
management (TQM). His work revolutionized manufacturing and management practices, particularly in
Japan after World War II.
---
Q2. Which quality guru introduced the concept of "fitness for use"?
A) W. Edwards Deming
B) Joseph Juran
C) Philip Crosby
D) Kaoru Ishikawa
Correct Answer: B
1
,Rationale: Joseph Juran defined quality as "fitness for use," emphasizing that quality means a product or
service meets customer needs. He also developed the Quality Trilogy: quality planning, quality control,
and quality improvement.
---
Q3. Philip Crosby is best known for which quality philosophy?
A) 14 Points for Management
B) Quality Trilogy
C) Zero Defects and "Quality is Free"
D) Fishbone diagram
Correct Answer: C
Rationale: Philip Crosby championed the concept of "Zero Defects" and popularized the idea that
"Quality is Free" — meaning the cost of poor quality far exceeds the cost of prevention. He emphasized
doing things right the first time.
---
Q4. What does the acronym PDCA stand for in Deming's quality framework?
A) Plan-Develop-Check-Act
B) Plan-Do-Check-Act
C) Prepare-Deliver-Control-Assess
D) Plan-Direct-Control-Audit
Correct Answer: B
Rationale: PDCA stands for Plan-Do-Check-Act, a four-step iterative method for continuous
improvement. It was popularized by W. Edwards Deming and is also known as the Deming Cycle or
Shewhart Cycle.
---
2
,Q5. Which quality guru developed the Fishbone (Cause-and-Effect) diagram?
A) W. Edwards Deming
B) Joseph Juran
C) Philip Crosby
D) Kaoru Ishikawa
Correct Answer: D
Rationale: Kaoru Ishikawa developed the Fishbone diagram (also called Ishikawa diagram or Cause-and-
Effect diagram) as a tool for identifying potential causes of a problem. He also pioneered quality circles in
Japan.
---
Q6. What are the four categories in the Cost of Quality (COQ) framework?
A) Planning, inspection, rework, returns
B) Prevention, appraisal, internal failure, external failure
C) Direct, indirect, fixed, variable
D) Design, production, distribution, service
Correct Answer: B
Rationale: The Cost of Quality framework consists of four categories: Prevention costs (planning,
training), Appraisal costs (inspection, testing), Internal failure costs (scrap, rework), and External failure
costs (warranty, returns, reputation damage).
---
Q7. Which type of quality cost includes expenses for inspecting and testing products?
A) Prevention costs
B) Appraisal costs
C) Internal failure costs
D) External failure costs
3
, Correct Answer: B
Rationale: Appraisal costs are incurred to determine the degree of conformance to quality requirements.
These include inspection, testing, and quality audits. Prevention costs are incurred to prevent defects,
while failure costs result from defects.
---
Q8. External failure costs include which of the following?
A) Training and quality planning
B) Inspection and testing
C) Scrap and rework
D) Warranty claims and product returns
Correct Answer: D
Rationale: External failure costs occur after products have been delivered to customers and include
warranty claims, product returns, complaints, and loss of reputation. Scrap and rework are internal failure
costs.
---
Q9. According to Garvin's dimensions of quality, which dimension refers to the primary operating
characteristics of a product?
A) Features
B) Reliability
C) Performance
D) Durability
Correct Answer: C
Rationale: Performance refers to the primary operating characteristics of a product — how well it
performs its intended function. Features are secondary characteristics, reliability is the probability of
failure-free operation, and durability is the amount of use before deterioration.
4
