WGU C720 Exam Questions with Verified Answers (Correct Update)
Question 1: Benchmarking
Answer: is a process by which a company compares its performance to the performance
of other companies. Those other companies need not be competitors, nor be
within the same industry. Instead, the purpose of
is to set a standard
based upon the company that is recognized as the best at a certain activity.
Question 2: 5 Dimensions of
Quality
Answer: Reliability, Responsiveness, Assurance, Empathy, and Tangibles
Reliability refers to the service provider's ability to deliver the promised service
reliably, accurately, and on time.
The knowledge, skills, and reliability of statt, as well as their ability to instill trust
and confidence in consumers, constitute assurance.
Tangibles pertain to the physical evidence of the delivered service.
Question 3: Quality of Goods
Answer: Performance, Features, Reliability, Conformance, Durability, Serviceability, Aesthetics, and
Perceived Quality.
Question 4: Performance
Answer: primary operating characteristics of a product.
Question 5: Features
Answer: secondary characteristics that supplement the product's basic functioning.
Question 6: Reliability
Answer: length of time a product will function before it fails, or the probability it will
function for a stated period of time.
Question 7: Conformance
Answer: degree to which a product's design and operating characteristics match pre-established
standards.
Page 1
,Question 8: Durability
Answer: ability of a product to function when subjected to hard and frequent use.
Question 9: Serviceability
Answer: speed, courtesy, and competence of repair.
Question 10: Aesthetics
Answer: how a product looks, feels, sounds, tastes, or smells.
Question 11: Perceived Quality
Answer: image, advertising, or brand name of a product.
Question 12: Costs of Quality
Answer: Identifying and eliminating steps in a process that do not add value for a
customer has the potential to reduce selling price.
Question 13: Failure Costs
Answer: can be internal to the organization or external involving the customer.
Question 14: Appraisal Costs
Answer: investment in measuring quality and assessing customer satisfaction.
Question 15: Prevention Costs
Answer: put a stop to the quality problem.
Question 16: Product Design
Answer: This is how the product, either a good or a service, functions. It determines
the features, functions, aesthetics, and performance of a product, which are
essential parts of the product's quality.
Question 17: Process Design
Answer: This is how the product, either a good or a service, is produced. Process design
includes the methods that the firm uses to transform the product ideas created
in the product design into the good or service that the customer is purchasing.
Page 2
,Question 18: Work Execution
Answer: This is the performance of the plan created in the product and process design.
If the product design and the process design represent the football game plan,
then playing the game is the.
Question 19: Inspection
Answer: This is an assessment of the quality of the good or service.
Question 20: Statistical Process
Control
Answer: is the use of statistical methods to determine when a process that produces a
good or service is getting close to producing an unacceptable level of defects.
Question 21: Juran
Answer: focused on the customer by defining quality as "fitness for use."
Question 22: Deming
Answer: basic premise notes that the system, not employees, causes defects. Management is
responsible for changing the system, and must accept that responsibility instead of blaming employees
when defects occur.
Plan-Do-Check-Act (PDCA) was put into practice
Question 23: Quality Planning
Answer: The development of products and services that appeal to the ever changing
customer wants and needs.
Question 24: Quality Control
Answer: Inspection and control functions revolve around understanding the customer's
perception of fitness of use.
Question 25: Quality Improvement
Answer: The elimination of waste and errors is something that must be led by leadership
of a firm.
Page 3
, Question 26: Crosby
Answer: became internationally recognized with the publication of his 1979 book, Quality Is Free. In
that book, and in later publications, he argues that failure costs
are much greater than most companies had thought.
He is also responsible for promoting the idea that all errors must be eliminated,
indicated by his slogan "do it right the first time," and the concept of zero defects
as a measurable object.
Question 27: Taguchi
Answer: philosophy is based on the concept of robust design- designs that guarantee
high quality regardless of variations (such as employee errors) that may occur
during the processes that produce the product.
Question 28: Ishikawa
Answer: He developed methodologies to help identify cause-and-ettect characteristics
and to develop teamwork for quality leadership.
Also known for the fish bone diagram, helps to identify factors that may contribute to dependent
outcomes. The main factors are categorized as People,
Machines, Methods, Measurements, Materials, and Environment and within
each category causes are considered that may have intentional or unintentional
consequences that influence quality performance.
Question 29: Build Up Method
Answer: requires starting at the bottom of an organization and making an overall estimate by adding
together estimates from each element.
Page 4
Question 1: Benchmarking
Answer: is a process by which a company compares its performance to the performance
of other companies. Those other companies need not be competitors, nor be
within the same industry. Instead, the purpose of
is to set a standard
based upon the company that is recognized as the best at a certain activity.
Question 2: 5 Dimensions of
Quality
Answer: Reliability, Responsiveness, Assurance, Empathy, and Tangibles
Reliability refers to the service provider's ability to deliver the promised service
reliably, accurately, and on time.
The knowledge, skills, and reliability of statt, as well as their ability to instill trust
and confidence in consumers, constitute assurance.
Tangibles pertain to the physical evidence of the delivered service.
Question 3: Quality of Goods
Answer: Performance, Features, Reliability, Conformance, Durability, Serviceability, Aesthetics, and
Perceived Quality.
Question 4: Performance
Answer: primary operating characteristics of a product.
Question 5: Features
Answer: secondary characteristics that supplement the product's basic functioning.
Question 6: Reliability
Answer: length of time a product will function before it fails, or the probability it will
function for a stated period of time.
Question 7: Conformance
Answer: degree to which a product's design and operating characteristics match pre-established
standards.
Page 1
,Question 8: Durability
Answer: ability of a product to function when subjected to hard and frequent use.
Question 9: Serviceability
Answer: speed, courtesy, and competence of repair.
Question 10: Aesthetics
Answer: how a product looks, feels, sounds, tastes, or smells.
Question 11: Perceived Quality
Answer: image, advertising, or brand name of a product.
Question 12: Costs of Quality
Answer: Identifying and eliminating steps in a process that do not add value for a
customer has the potential to reduce selling price.
Question 13: Failure Costs
Answer: can be internal to the organization or external involving the customer.
Question 14: Appraisal Costs
Answer: investment in measuring quality and assessing customer satisfaction.
Question 15: Prevention Costs
Answer: put a stop to the quality problem.
Question 16: Product Design
Answer: This is how the product, either a good or a service, functions. It determines
the features, functions, aesthetics, and performance of a product, which are
essential parts of the product's quality.
Question 17: Process Design
Answer: This is how the product, either a good or a service, is produced. Process design
includes the methods that the firm uses to transform the product ideas created
in the product design into the good or service that the customer is purchasing.
Page 2
,Question 18: Work Execution
Answer: This is the performance of the plan created in the product and process design.
If the product design and the process design represent the football game plan,
then playing the game is the.
Question 19: Inspection
Answer: This is an assessment of the quality of the good or service.
Question 20: Statistical Process
Control
Answer: is the use of statistical methods to determine when a process that produces a
good or service is getting close to producing an unacceptable level of defects.
Question 21: Juran
Answer: focused on the customer by defining quality as "fitness for use."
Question 22: Deming
Answer: basic premise notes that the system, not employees, causes defects. Management is
responsible for changing the system, and must accept that responsibility instead of blaming employees
when defects occur.
Plan-Do-Check-Act (PDCA) was put into practice
Question 23: Quality Planning
Answer: The development of products and services that appeal to the ever changing
customer wants and needs.
Question 24: Quality Control
Answer: Inspection and control functions revolve around understanding the customer's
perception of fitness of use.
Question 25: Quality Improvement
Answer: The elimination of waste and errors is something that must be led by leadership
of a firm.
Page 3
, Question 26: Crosby
Answer: became internationally recognized with the publication of his 1979 book, Quality Is Free. In
that book, and in later publications, he argues that failure costs
are much greater than most companies had thought.
He is also responsible for promoting the idea that all errors must be eliminated,
indicated by his slogan "do it right the first time," and the concept of zero defects
as a measurable object.
Question 27: Taguchi
Answer: philosophy is based on the concept of robust design- designs that guarantee
high quality regardless of variations (such as employee errors) that may occur
during the processes that produce the product.
Question 28: Ishikawa
Answer: He developed methodologies to help identify cause-and-ettect characteristics
and to develop teamwork for quality leadership.
Also known for the fish bone diagram, helps to identify factors that may contribute to dependent
outcomes. The main factors are categorized as People,
Machines, Methods, Measurements, Materials, and Environment and within
each category causes are considered that may have intentional or unintentional
consequences that influence quality performance.
Question 29: Build Up Method
Answer: requires starting at the bottom of an organization and making an overall estimate by adding
together estimates from each element.
Page 4
