WGU C215 Operations Management Questions With 100% Correct Answers.

Conformance to specifications - How well a product or service meets the targets and tolerances determined by its designers. Costs of Quality - 1. Quality Control costs (Necessary for achieving high quality) Prevention & appraisal costs 2. Quality failure costs (consequences of poor quality) External failure costs internal failure costs Customer-defined quality - the meaning of quality as defined by the customer. Dimensions of Quality for Manufacturing - Conformance to specifications Performance Reliability Features Durability Serviceability Dimensions of Quality for Service Organizations - Intangible factorsConsistency Responsiveness to customer needs Courtesy/friendliness Timeliness/promptness Atmosphere fitness for use - A product that can be used as it was intended Psychological criteria - a way of defining quality that focuses on judgemental evaluations of what constitutes product or service excellence Six Sigma - A business process for improving quality, reducing costs, and increasing customer satisfaction level of defects is reduced to approximately 3.4 parts per million Support services - how the quality of a product or service is judged. Quality defined in terms of the support provided after the product or service is purchased. Total quality management (TQM) - An integrated effort designed to improve quality performance at every level of the organization. Value for price paid - quality defined in terms of product or services usefulness for the price paid