C215-WGU UPDATED ACTUAL QUESTIONS AND
CORRECT ANSWERS
Question:
1. TQM: Total Quality Management
Answer:
is an integrated organizational effort designed to improve quality at every level.
Question:
2. Customer Defined Quality
Answer:
TQM is about meeting quality expectations as defined by the customer.
Question:
3. Conformance to specification
Answer:
measures how well the product or service meets the targets and tolerances
determined by its designers.
Question:
4. Example of Conformance to specification
Answer:
The wait for hotel room service may be specified as 20 minutes, but there may be
an acceptable delay of an additional 10 minutes.
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.
Question:
5. Fitness for use
Answer:
focuses on how well the product performs its intended function or use.
Question:
6. Example of Fitness for use
Answer:
For example, a Mercedes-Benz and a Jeep Cherokee both meet a fitness 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.
,Question:
7. Value for a price paid
Answer:
is a definition of quality that consumers often use for product or service
usefulness. This is the only definition that combines economics with consumer
criteria; it assumes that the definition of quality is price sensitive.
Question:
8. Examples of Value for a price paid
Answer:
For example, suppose that you wish to sign up for a personal finance seminar and
discover that the same class is being taught at two different colleges at
significantly different tuition rates. If you take the less expensive seminar, you will
feel that you have received greater value for the price.
Question:
9. Support Services
Answer:
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.
Question:
10. Example of Support Services
Answer:
For example, the quality of a university is judged not only by the quality of staff
and course offerings but also by the efficiency and accuracy of processing
paperwork.
Question:
11. Psychological Criteria
Answer:
is a subjective definition that focuses on the judgmental evaluation of what
constitutes product or service quality. Different factors contribute to the
evaluation, such as the atmosphere of the environment or the perceived prestige
of the product.
, Question:
12. Examples of Psychological Criteria
Answer:
For example, a hospital patient may receive average healthcare, but a very
friendly staff may leave the impression of high quality. Similarly, we commonly
associate certain products with excellence because of their reputation; Rolex
watches and Mercedes-Benz automobiles are examples.
Question:
13. Manufacturing Organizations
Answer:
Manufacturing organizations produce a tangible product that can be seen,
touched, and directly measured. Examples include cars, CD players, clothes,
computers, and food items.
Question:
14. Quality in manufacturing organizations
Answer:
quality definitions in manufacturing usually focus on tangible product features.
Question:
15. Common quality definition in manufacturing
Answer:
1. Conformance: the degree to which a product characteristic meets preset
standards.
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
Question:
16. Service Organizations
Answer:
service organizations produce a product that is intangible. Usually, the complete
product cannot be seen or touched. Rather, it is experienced. The intangible
nature of the product makes defining quality difficult.
Question:
17. Examples of Service Organizations
Answer:
delivery of healthcare, the experience of staying at a vacation resort, and learning
at a university.
CORRECT ANSWERS
Question:
1. TQM: Total Quality Management
Answer:
is an integrated organizational effort designed to improve quality at every level.
Question:
2. Customer Defined Quality
Answer:
TQM is about meeting quality expectations as defined by the customer.
Question:
3. Conformance to specification
Answer:
measures how well the product or service meets the targets and tolerances
determined by its designers.
Question:
4. Example of Conformance to specification
Answer:
The wait for hotel room service may be specified as 20 minutes, but there may be
an acceptable delay of an additional 10 minutes.
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.
Question:
5. Fitness for use
Answer:
focuses on how well the product performs its intended function or use.
Question:
6. Example of Fitness for use
Answer:
For example, a Mercedes-Benz and a Jeep Cherokee both meet a fitness 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.
,Question:
7. Value for a price paid
Answer:
is a definition of quality that consumers often use for product or service
usefulness. This is the only definition that combines economics with consumer
criteria; it assumes that the definition of quality is price sensitive.
Question:
8. Examples of Value for a price paid
Answer:
For example, suppose that you wish to sign up for a personal finance seminar and
discover that the same class is being taught at two different colleges at
significantly different tuition rates. If you take the less expensive seminar, you will
feel that you have received greater value for the price.
Question:
9. Support Services
Answer:
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.
Question:
10. Example of Support Services
Answer:
For example, the quality of a university is judged not only by the quality of staff
and course offerings but also by the efficiency and accuracy of processing
paperwork.
Question:
11. Psychological Criteria
Answer:
is a subjective definition that focuses on the judgmental evaluation of what
constitutes product or service quality. Different factors contribute to the
evaluation, such as the atmosphere of the environment or the perceived prestige
of the product.
, Question:
12. Examples of Psychological Criteria
Answer:
For example, a hospital patient may receive average healthcare, but a very
friendly staff may leave the impression of high quality. Similarly, we commonly
associate certain products with excellence because of their reputation; Rolex
watches and Mercedes-Benz automobiles are examples.
Question:
13. Manufacturing Organizations
Answer:
Manufacturing organizations produce a tangible product that can be seen,
touched, and directly measured. Examples include cars, CD players, clothes,
computers, and food items.
Question:
14. Quality in manufacturing organizations
Answer:
quality definitions in manufacturing usually focus on tangible product features.
Question:
15. Common quality definition in manufacturing
Answer:
1. Conformance: the degree to which a product characteristic meets preset
standards.
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
Question:
16. Service Organizations
Answer:
service organizations produce a product that is intangible. Usually, the complete
product cannot be seen or touched. Rather, it is experienced. The intangible
nature of the product makes defining quality difficult.
Question:
17. Examples of Service Organizations
Answer:
delivery of healthcare, the experience of staying at a vacation resort, and learning
at a university.
