WGU C720 EXAM 2023 |91 QUESTIONS AND ANSWERS(VERIFIED FOR ACCURACY)

Benchmarking 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 benchmarking is to set a standard based upon the company that is recognized as the best at a certain activity. Quality Function Deployment takes customer expectations and transforms them into specific actions designed to meet those expectations. 5 Dimensions of Quality Reliability, Responsiveness, Assurance, Empathy, and Tangibles Quality of Goods Performance, Features, Reliability, Conformance, Durability, Serviceability, Aesthetics, and Perceived Quality. Performance primary operating characteristics of a product. Features secondary characteristics that supplement the product's basic functioning. Reliability length of time a product will function before it fails, or the probability it will function for a stated period of time. Conformance degree to which a product's design and operating characteristics match pre-established standards. Durability ability of a product to function when subjected to hard and frequent use. Serviceability speed, courtesy, and competence of repair. Aesthetics how a product looks, feels, sounds, tastes, or smells. Perceived Quality image, advertising, or brand name of a product. Costs of Quality Identifying and eliminating steps in a process that do not add value for a customer has the potential to reduce selling price. Failure Costs can be internal to the organization or external involving the customer. Appraisal Costs investment in measuring quality and assessing customer satisfaction. Prevention Costs put a stop to the quality problem. Product Design 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. Process Design 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. Work Execution 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 work execution. Inspection This is an assessment of the quality of the good or service. Statistical Process Control 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. Juran focused on the customer by defining quality as "fitness for use." Deming 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. Quality Planning The development of products and services that appeal to the ever changing customer wants and needs. Quality Control Inspection and control functions revolve around understanding the customer's perception of fitness of use. Quality Improvement The elimination of waste and errors is something that must be led by leadership of a firm. Crosby 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. Taguchi 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. Ishikawa He developed methodologies to help identify cause-and-effect 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. MRP To manage inventory for dependent demand items Build Up Method requires starting at the bottom of an organization and making an overall estimate by adding together estimates from each element. Simple Moving Average each time period has the same weight. When using the previous time period to project the next time period and there is an odd occurrence, the peaks and valleys are smoothed out by this method. Weighted Moving Average it is possible to assign different weights to each period. If there is an up or down trend in the data, a _________ can adjust more quickly. Exponential Smoothing Is another form of weighted moving average. It is a procedure for continually revising an estimate to include more recent data. The method is based on averaging (smoothing) past values. Mean Squared Error is the average of all the squared errors. The differences are squared and added together, and then that total is divided by the number of observations. Perpetual Inventory System continuously monitors inventory levels. Under such a system, inventory transactions are recorded as they occur. Periodic Inventory System When a company does not know the level of inventory or the supplier will only deliver at a specific interval such as monthly or weekly. ABC Analysis has been developed to determine which inventory items should receive the highest level of control Economic Order Quantity concerned primarily with the cost of ordering and the cost of holding inventory, but the basic model can be expanded to address several issues. Economic Production Quantity helps companies control the cost of ordering, receiving, and holding inventory. allows for incremental ordering and depletion. commonly used for production processes where inventory is arriving into storage and sent out into a production process. Forward Vertical Integration a company can own the distribution systems and retail outlets that sell their products; Agile Supply Chain focus on quickly getting innovative products to market. Vendor Managed Inventory the vendor, or supplier, can better coordinate its own production with the replenishment of supplier inventory, thus reducing costs and improving delivery performance between the supplier and the retailer. MRP deals with getting the right amount of raw material to the right place at the right time to support production. MRPII initiates the idea of extending the value stream all the way through the manufacturing and shipping processes. That extension brings production planning, machine capacity scheduling, demand forecasting and analysis and quality tracking tools into the mix. also features tools for tracking employee attendance, labor contribution and productivity. Fishbone Charts how the impact of various inputs into the result of a process. They help organizations isolate the root causes of problems such as bottlenecks in their processes. Check Sheets are the means used to record data points in real-time at the site where the data is generated. Histogram (box chart) will demonstrate the frequency of data observations within a preset range of values. Pareto Chart represents data values in a descending order to visualize the most frequent occurrences. Control Charts are graphical depictions of process output where the raw data is plotted in real-time within upper (UCL) and lower control limits (LCL). Run Charts are another form of control chart for processes that might have common features, a common scale, or some form of central tendency. Define The Six Sigma expert uses a project charter to define a problem or improvement opportunity. SIPOC Chart defines the Supplier-Input-Process-Output-Customer relationships in a process. Measure process performance is accomplished with a process map of the activities performed at each step of the process. Each step is assessed to determine the ability to meet customer specification in a capability analysis. Analyze Charts and diagrams are used to visualize the measurements and the frequency of problems or defects, including scatter plots, pareto charts, histograms, and run charts. The main objective of the Analysis phase is to determine the root causes of variation in the process that result in failures or defects.