WGU C215 Final Exam/already pass/update 2024

Total Quality Management (TQM) - depends on the pov of the people defining it Conformance to specifications - TQM - How well a product or service meets the targets and tolerances determined by its designers. Fitness for use - TQM - focuses on how well the product performs its intended function or use Value for price paid - TQM - a definition of quality that consumers often use for product or service usefulness Support Services- TQM - often how the quality of a product id judged Psychological criteria- TQM - focuses on judgement evaluation of what constitutes product or service quality Prevention Costs - costs associated with preventing defects before they happen appraisal costs - cost incurred in the process of uncovering defects Internal failure costs - costs associated with discovering poor product quality before the product reaches consumers external failure costs - costs associated with quality problems that occur at the consumer site Manufacturing Quality - focuses on tangible product features: conformance, performance, reliability, features, durability, serviceability service quality - products intangible products that must be experienced (cannot be touched): consistency, responsiveness, courtesy, promptness, atmosphere Walter Shewhart - Contributed to understanding of process variability. Developed concept of statistical control charts. W. Edwards Deming - 14 steps to quality management plan, do, check, act cycle improving production during WWII teaching senior managers in Japan about quality Joseph Juran - Fitness for use / developed cost of quality Armand Feigenbaum - Introduced concept of total quality control Philip B. Crosby - Coined phrase "quality is free" and introduced concept of zero defects Kaoru Ishikawa - Developed cause-and-effect diagrams. Identified concept of "internal customer". Genichi Taguchi - Focused on product design quality. Developed Taguchi loss function. TQM Philosophy - characterized as it focuses on identifying root causes of quality problems and correcting them at the source, as opposed to inspecting after it has been made Benchmarking - study ho