WGU C215- Operations Management Chapter
5-6/Questions & Answers/ Graded A+
Total Quality Management (TQM) Correct ans - An integrated effort design to improve quality performance at every level of the organization.
Customer-defined quality Correct ans - The meaning of quality as defined by the customer.
Conformance to specifications Correct ans - How will a product or service meets the targets and tolerance is determined by its designers.
fitness for use Correct ans - A definition of quality that evaluates have
all the product performs for its intended use.
Value for price paid Correct ans - Quality to find in terms of product or
service usefulness for the price paid.
Support Services Correct ans - Quality defined in terms of the support provided after the product or service is purchase.
Psychological criteria Correct ans - A way of defining quality that focuses on judge mental valuations of what constitutes product or service excellence.
Prevention Costs Correct ans - Cost incurred in the process of preventing poor quality from occurring.
appraisal costs Correct ans - Costs incurred in the process of uncovering defects.
Internal failure costs Correct ans - Costs associated with discovering poor product quality before the product reaches the customer.
external failure costs Correct ans - Cost associated with quality problems that occur at the customer site
Walter A. Shewart Correct ans - Was a statistician at the labs during the 1920s and 30s his main contributions were two understanding of process
variability and developed the concept of statistical control charts.
W. Edwards Deming Correct ans - Is often referred to as the father of quality control his main contributions are: stressed managements responsibility for quality, developed 14 points to guide companies in quality improvement. Joseph M. Juran Correct ans - Is considered to have the greatest impact on quality management he defined quality as fitness for use, and developed concept of cost of quality.
Armand Feigenbaum Correct ans - Introduced concept of total quality control
Philip Crosby Correct ans - Coined the phrase quality is free and introduce concept of zero defects.
Kaoru Ishikawa Correct ans - Developed a cause and affect diagrams and identified concept of internal customer.
Genichi Taguchi Correct ans - Focused on product design quality. Developed Taguchi loss function.
Robust Design Correct ans - A design that results in a product that can perform over a wide range of conditions.
Taguchi Loss Function Correct ans - Costs of quality increase as a quadratic function as conformance values move away from the target
continuous improvement Correct ans - A philosophy of never ending improvement
Concepts of the total quality management philosophy Correct ans - Customer focus, continuous improvement, employee empowerment, use of quality tools, product design, process management and managing supplier quality
Customer Focus Correct ans - Goal to identify and meet customer needs
Employee Empowerment Correct ans - Employees are expected to seek out, identify, and correct quality problems.
Use of quality tools Correct ans - Ongoing employee training in the use of quality tools
product design Correct ans - Products need to be designed to meet customer expectation
Process Management Correct ans - Qualities should be built into the process; sources of quality problems should be identified and corrected
5-6/Questions & Answers/ Graded A+
Total Quality Management (TQM) Correct ans - An integrated effort design to improve quality performance at every level of the organization.
Customer-defined quality Correct ans - The meaning of quality as defined by the customer.
Conformance to specifications Correct ans - How will a product or service meets the targets and tolerance is determined by its designers.
fitness for use Correct ans - A definition of quality that evaluates have
all the product performs for its intended use.
Value for price paid Correct ans - Quality to find in terms of product or
service usefulness for the price paid.
Support Services Correct ans - Quality defined in terms of the support provided after the product or service is purchase.
Psychological criteria Correct ans - A way of defining quality that focuses on judge mental valuations of what constitutes product or service excellence.
Prevention Costs Correct ans - Cost incurred in the process of preventing poor quality from occurring.
appraisal costs Correct ans - Costs incurred in the process of uncovering defects.
Internal failure costs Correct ans - Costs associated with discovering poor product quality before the product reaches the customer.
external failure costs Correct ans - Cost associated with quality problems that occur at the customer site
Walter A. Shewart Correct ans - Was a statistician at the labs during the 1920s and 30s his main contributions were two understanding of process
variability and developed the concept of statistical control charts.
W. Edwards Deming Correct ans - Is often referred to as the father of quality control his main contributions are: stressed managements responsibility for quality, developed 14 points to guide companies in quality improvement. Joseph M. Juran Correct ans - Is considered to have the greatest impact on quality management he defined quality as fitness for use, and developed concept of cost of quality.
Armand Feigenbaum Correct ans - Introduced concept of total quality control
Philip Crosby Correct ans - Coined the phrase quality is free and introduce concept of zero defects.
Kaoru Ishikawa Correct ans - Developed a cause and affect diagrams and identified concept of internal customer.
Genichi Taguchi Correct ans - Focused on product design quality. Developed Taguchi loss function.
Robust Design Correct ans - A design that results in a product that can perform over a wide range of conditions.
Taguchi Loss Function Correct ans - Costs of quality increase as a quadratic function as conformance values move away from the target
continuous improvement Correct ans - A philosophy of never ending improvement
Concepts of the total quality management philosophy Correct ans - Customer focus, continuous improvement, employee empowerment, use of quality tools, product design, process management and managing supplier quality
Customer Focus Correct ans - Goal to identify and meet customer needs
Employee Empowerment Correct ans - Employees are expected to seek out, identify, and correct quality problems.
Use of quality tools Correct ans - Ongoing employee training in the use of quality tools
product design Correct ans - Products need to be designed to meet customer expectation
Process Management Correct ans - Qualities should be built into the process; sources of quality problems should be identified and corrected
