WGU C720 OA FINAL EXAM ACTUAL
QUESTIONS AND ANSWERS SURE A+
✔✔Juran - ✔✔Focus was on the customer's perception of quality
Quality must be built on three elements:
o Quality planning
o Quality control
o Quality improvement.
Focused on Fitness for use and Pareto Principle
✔✔Taguchi - ✔✔Used Robust Design
Parabolic Quality Loss Function
Perfecting of experiments to create higher quality products and processes
Argues that quality must be designed into a product
✔✔Deming - ✔✔Had a 14-point quality plan
Statistical Process Control (SPC)
"System" caused defects, not employees
Endorsed the elimination of fear in the organization Modified Walter Shewart's Plan-Do-
Check-Act (PDCA) to Plan-Do-Study-Analyze (PDSA)
, ✔✔Ishikawa - ✔✔Developed Fishbone Chart (cause and effect diagram) Teamwork is
essential for quality leadership
Developed quality circles to solve problems lead by a champion (sr. manager) to
oversee & approve
✔✔Benchmarking - ✔✔Process by which a company compares its performance to the
performance of other companies.
✔✔The Plan-Do-Check-Act Cycle - ✔✔Also referred to as the Deming Wheel or
Shewhart Cycle.
o Plan - Make sure everything is documented and make a plan of action
o Do - Implement the plan and document changes
o Check - Analyze to see if goals have been achieved
o Act - Standardize the changes and communicate the results. This is a cycle, back to
the beginning.
✔✔Statistical process control (SPC) - ✔✔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.
✔✔Cause-and-effect diagrams or fishbone diagrams or Ishikawa diagrams - ✔✔Show
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 - ✔✔The means used to record data points in real-time at the site
where the data is generated. This is often the first tool used to assess a process and
often the data is "raw" meaning it is straight from the source and without any
interpretation.
✔✔Control charts - ✔✔Graphical depictions of process output where the raw data is
plotted in real-time within upper (UCL) and lower control limits (LCL).
✔✔Run charts - ✔✔Form of control chart plotted in real-time for processes that might
have common features, a common scale, or some form of central tendency
✔✔Histograms (or box chart) - ✔✔Demonstrate the frequency of data observations
within a preset range of values.
✔✔Pareto charts - ✔✔Represents data values in a descending (highest to lowest) order
to visualize the most frequent occurrences.
✔✔Scatter Plot (diagrams) - ✔✔Displays data as a relationship to show the correlation
between two variables.
QUESTIONS AND ANSWERS SURE A+
✔✔Juran - ✔✔Focus was on the customer's perception of quality
Quality must be built on three elements:
o Quality planning
o Quality control
o Quality improvement.
Focused on Fitness for use and Pareto Principle
✔✔Taguchi - ✔✔Used Robust Design
Parabolic Quality Loss Function
Perfecting of experiments to create higher quality products and processes
Argues that quality must be designed into a product
✔✔Deming - ✔✔Had a 14-point quality plan
Statistical Process Control (SPC)
"System" caused defects, not employees
Endorsed the elimination of fear in the organization Modified Walter Shewart's Plan-Do-
Check-Act (PDCA) to Plan-Do-Study-Analyze (PDSA)
, ✔✔Ishikawa - ✔✔Developed Fishbone Chart (cause and effect diagram) Teamwork is
essential for quality leadership
Developed quality circles to solve problems lead by a champion (sr. manager) to
oversee & approve
✔✔Benchmarking - ✔✔Process by which a company compares its performance to the
performance of other companies.
✔✔The Plan-Do-Check-Act Cycle - ✔✔Also referred to as the Deming Wheel or
Shewhart Cycle.
o Plan - Make sure everything is documented and make a plan of action
o Do - Implement the plan and document changes
o Check - Analyze to see if goals have been achieved
o Act - Standardize the changes and communicate the results. This is a cycle, back to
the beginning.
✔✔Statistical process control (SPC) - ✔✔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.
✔✔Cause-and-effect diagrams or fishbone diagrams or Ishikawa diagrams - ✔✔Show
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 - ✔✔The means used to record data points in real-time at the site
where the data is generated. This is often the first tool used to assess a process and
often the data is "raw" meaning it is straight from the source and without any
interpretation.
✔✔Control charts - ✔✔Graphical depictions of process output where the raw data is
plotted in real-time within upper (UCL) and lower control limits (LCL).
✔✔Run charts - ✔✔Form of control chart plotted in real-time for processes that might
have common features, a common scale, or some form of central tendency
✔✔Histograms (or box chart) - ✔✔Demonstrate the frequency of data observations
within a preset range of values.
✔✔Pareto charts - ✔✔Represents data values in a descending (highest to lowest) order
to visualize the most frequent occurrences.
✔✔Scatter Plot (diagrams) - ✔✔Displays data as a relationship to show the correlation
between two variables.
