C215 OA Study Guide UPDATED Question and answers
verified to pass 2026
1. Total
Focuses on the root cause of quality issues and correcting them before
Quality
they be-come issues. Expects to deliver quality products that meet
Manageme
customers expectations as well as continuously improving on them.
nt
Conformance to specifications, Fitness for use, Value for Price Paid, Support
2. What are
the
five definitions of Services and Psychological Criteria
Quality?
3. Conformance How well a product or service meets the targets and tolerances determined
to by its designers
Specifications
4. Fitness for Use A definition of quality that evaluates how well the product performs for its
intended use.
5. Value for Quality defined in terms of product or service usefulness for the price paid.
price paid
6. Support Services Quality defined in terms of the support provided after the product or
services is
purchased.
7. Psychologic manufacturing organization?
al Criteria
9. What are the qualities of ser-vice organiza-
8. What are tions?
the
qualities
of
a
,A way of defining quality performance, reliability, features, durability and serviceability
that focuses on
judgmental evaluations of
what consti-tutes product
or service excellence. Intangible features, consistency, responsiveness to customer
needs, cour-tesy/friendliness, timeliness/promptness and
Conformance to atmosphere
specifications,
10.
, C215 OA Study Guide UPDATED
What are the 16. Define Process Management as a quality
different stan-dard
quality
standards?
11. Define
Leader-ship
as a quality
standard
12. Define
Strategic
Planning as a
quality
standard
13. Define
Customer &
Market Focus
as a quality
stan-dard
14. Define
Informa-tion
and Analysis
as a quality
stan-dard
15. Define Human
Resource
Focus as a
quality stan-
dard
, Leadership, strategic methods for implementation
planning, customer &
market focus, information
& analysis, human how the company collects market and customer information, such as
resource focus, process market surveys and focus groups and how it acts on this information
management and
business results
Examiners evaluate how the company obtains data and how it acts
commitment to top on this in-formation, the company demonstrates how the information is
management, ettort to shared within the companies as well as with other parties
create an organizational (suppliers/customers)
climate devot-ed to quality
and the firms orientation
Addresses the issue of people and process. addresses issues of
toward meeting customers
employee involve-ment, like coninous improvement groups, employee
needs and the community
training and functioning of teams.
as a whole.
The examiners look for a
Involves documentation of processes; use of tools for quality
strategic plan that has high
improvement, such as statistical process control; and the degree of of
quality goals and specific
process integration within the organization
17.
verified to pass 2026
1. Total
Focuses on the root cause of quality issues and correcting them before
Quality
they be-come issues. Expects to deliver quality products that meet
Manageme
customers expectations as well as continuously improving on them.
nt
Conformance to specifications, Fitness for use, Value for Price Paid, Support
2. What are
the
five definitions of Services and Psychological Criteria
Quality?
3. Conformance How well a product or service meets the targets and tolerances determined
to by its designers
Specifications
4. Fitness for Use A definition of quality that evaluates how well the product performs for its
intended use.
5. Value for Quality defined in terms of product or service usefulness for the price paid.
price paid
6. Support Services Quality defined in terms of the support provided after the product or
services is
purchased.
7. Psychologic manufacturing organization?
al Criteria
9. What are the qualities of ser-vice organiza-
8. What are tions?
the
qualities
of
a
,A way of defining quality performance, reliability, features, durability and serviceability
that focuses on
judgmental evaluations of
what consti-tutes product
or service excellence. Intangible features, consistency, responsiveness to customer
needs, cour-tesy/friendliness, timeliness/promptness and
Conformance to atmosphere
specifications,
10.
, C215 OA Study Guide UPDATED
What are the 16. Define Process Management as a quality
different stan-dard
quality
standards?
11. Define
Leader-ship
as a quality
standard
12. Define
Strategic
Planning as a
quality
standard
13. Define
Customer &
Market Focus
as a quality
stan-dard
14. Define
Informa-tion
and Analysis
as a quality
stan-dard
15. Define Human
Resource
Focus as a
quality stan-
dard
, Leadership, strategic methods for implementation
planning, customer &
market focus, information
& analysis, human how the company collects market and customer information, such as
resource focus, process market surveys and focus groups and how it acts on this information
management and
business results
Examiners evaluate how the company obtains data and how it acts
commitment to top on this in-formation, the company demonstrates how the information is
management, ettort to shared within the companies as well as with other parties
create an organizational (suppliers/customers)
climate devot-ed to quality
and the firms orientation
Addresses the issue of people and process. addresses issues of
toward meeting customers
employee involve-ment, like coninous improvement groups, employee
needs and the community
training and functioning of teams.
as a whole.
The examiners look for a
Involves documentation of processes; use of tools for quality
strategic plan that has high
improvement, such as statistical process control; and the degree of of
quality goals and specific
process integration within the organization
17.
