WGU C215 OPERATIONS MANAGEMENT 2026-2027
– COMPLETE CHAPTERS 1–16 STUDY GUIDE,TQM,
SUPPLY CHAIN, INVENTORY, PLANNING &
PROJECT MANAGEMENT,GRADED A+
GUARANTEED PASS
Chapter 5
What is the total quality management philosophy?
(Chapter Topic & Page Number: The Philosophy of TQM, 143-154; see also
Table 5.3)
Total quality management focuses on the root causes of quality issues and
correcting them before they become issues. TQM expects to deliver
products that meet customers’ expectations as well as continuously
improves on them.
What are the five definitions of quality?
(Chapter Topic & Page Number: Defining Quality, 135-136)
1. Conformance to specifications
How well a product or service meets the targets and tolerances
determined by its designers.
2. Fitness for use
A definition of quality that evaluates how well the product performs
for its intended use.
3. Value for price paid
Quality defined in terms of product or service usefulness for the price
paid.
4. Support services
Quality defined in terms of the support provided after the product or
service is purchased.
5. Psychological criteria
A way of defining quality that focuses on judgmental evaluations of
what constitutes product or service excellence.
What are the differences of quality between Manufacturing and
Service organizations?
,(Chapter Topic & Page Number: Differences between Manufacturing and
Service Organizations, 136-137; see also Table 5.1)
Manufacturing Organizations Service Organizations
Conformance to Specifications Intangible factors
Performance Consistency
Reliability Responsiveness to Customers
Needs
Features Courtesy / Friendliness
Durability Timeliness / Promptness
Serviceability Atmosphere
What are the different quality standards outlined in the text and
what does each represent? (Chapter Topic & Page Number: Quality
Awards and Standards, 154-156)
1. Leadership
Examiners consider commitment by top management, their effort to
create an organizational climate devoted to quality, and their active
involvement in promoting quality. They also consider the firm’s
orientation toward meeting customer needs and desires, as well as
those of the community and society as a whole.
2. Strategic Planning
The examiners look for a strategic plan that has high-quality goals and
specific methods for implementation
3. Customer & Market Focus
Addresses how the company collects market and customer information.
Successful companies should use a variety of tools toward this end, such as
market surveys and focus groups. The company then needs to demonstrate
how it acts on this information
4. Information & Analysis
Examiners evaluate how the company obtains data and how it acts on
, the information. The company needs to demonstrate how the
information is shared within the company as well as with other
parties, such as suppliers and customers.
5. Human Resources Focus
Addresses the issues of people and process. Human resource focus
addresses issues of employee involvement. This entails continuous
improvement programs, employee training, and functioning of teams.
Employee involvement is considered a critical element of quality.
6. Process Management
Process management involves documentation of processes; use of tools
for quality improvement, such as statistical process control; and the
degree of process integration within the organization.
7. Business Results
Numerous measures of performance are considered, from percentage
of defective items to financial and marketing measures. Companies
need to demonstrate progressive improvement in these measures
over time, not just a one-time improvement.
Who are the quality gurus and what were their contributions to
the TQM concept?
(Chapter Topic & Page Number: Quality Gurus, 140; see also table 5.2)
Quality Guru Main Contribution
Walter A. Shewhart • Contributed to understanding
of process variability.
• Developed concept of
statistical control charts.
W. Edwards Deming • Stressed management’s
responsibility for quality.
• Developed “14 Points” to
guide companies in quality
improvement.
Joseph M. Juran • Defined quality as “fitness for
– COMPLETE CHAPTERS 1–16 STUDY GUIDE,TQM,
SUPPLY CHAIN, INVENTORY, PLANNING &
PROJECT MANAGEMENT,GRADED A+
GUARANTEED PASS
Chapter 5
What is the total quality management philosophy?
(Chapter Topic & Page Number: The Philosophy of TQM, 143-154; see also
Table 5.3)
Total quality management focuses on the root causes of quality issues and
correcting them before they become issues. TQM expects to deliver
products that meet customers’ expectations as well as continuously
improves on them.
What are the five definitions of quality?
(Chapter Topic & Page Number: Defining Quality, 135-136)
1. Conformance to specifications
How well a product or service meets the targets and tolerances
determined by its designers.
2. Fitness for use
A definition of quality that evaluates how well the product performs
for its intended use.
3. Value for price paid
Quality defined in terms of product or service usefulness for the price
paid.
4. Support services
Quality defined in terms of the support provided after the product or
service is purchased.
5. Psychological criteria
A way of defining quality that focuses on judgmental evaluations of
what constitutes product or service excellence.
What are the differences of quality between Manufacturing and
Service organizations?
,(Chapter Topic & Page Number: Differences between Manufacturing and
Service Organizations, 136-137; see also Table 5.1)
Manufacturing Organizations Service Organizations
Conformance to Specifications Intangible factors
Performance Consistency
Reliability Responsiveness to Customers
Needs
Features Courtesy / Friendliness
Durability Timeliness / Promptness
Serviceability Atmosphere
What are the different quality standards outlined in the text and
what does each represent? (Chapter Topic & Page Number: Quality
Awards and Standards, 154-156)
1. Leadership
Examiners consider commitment by top management, their effort to
create an organizational climate devoted to quality, and their active
involvement in promoting quality. They also consider the firm’s
orientation toward meeting customer needs and desires, as well as
those of the community and society as a whole.
2. Strategic Planning
The examiners look for a strategic plan that has high-quality goals and
specific methods for implementation
3. Customer & Market Focus
Addresses how the company collects market and customer information.
Successful companies should use a variety of tools toward this end, such as
market surveys and focus groups. The company then needs to demonstrate
how it acts on this information
4. Information & Analysis
Examiners evaluate how the company obtains data and how it acts on
, the information. The company needs to demonstrate how the
information is shared within the company as well as with other
parties, such as suppliers and customers.
5. Human Resources Focus
Addresses the issues of people and process. Human resource focus
addresses issues of employee involvement. This entails continuous
improvement programs, employee training, and functioning of teams.
Employee involvement is considered a critical element of quality.
6. Process Management
Process management involves documentation of processes; use of tools
for quality improvement, such as statistical process control; and the
degree of process integration within the organization.
7. Business Results
Numerous measures of performance are considered, from percentage
of defective items to financial and marketing measures. Companies
need to demonstrate progressive improvement in these measures
over time, not just a one-time improvement.
Who are the quality gurus and what were their contributions to
the TQM concept?
(Chapter Topic & Page Number: Quality Gurus, 140; see also table 5.2)
Quality Guru Main Contribution
Walter A. Shewhart • Contributed to understanding
of process variability.
• Developed concept of
statistical control charts.
W. Edwards Deming • Stressed management’s
responsibility for quality.
• Developed “14 Points” to
guide companies in quality
improvement.
Joseph M. Juran • Defined quality as “fitness for
