WGU C215 Study Guide 2023 - Dr. Thomas

I. Quality Management Methods (Chapters 5 & 6) Chapter 5 1. What is the total quality management philosophy? (Chapter Topic & Page Number: The Philosophy of TQM, 143-154; see also Table 5.3) a. It is a philosophy of total integration of the business to achieve the required result. 2. What are the five definitions of quality? (Chapter Topic & Page Number: Defining Quality, 135-136) a. Conformance to specifications – How well a product/service meet targets and tolerances defined by its designers b. Fitness for use – Evaluates performance for intended use c. Value for price paid – Evaluation of usefulness vs. price paid d. Support services – Quality of support provided after the product/service is purchased e. Psychological criteria – Judgmental evaluation of what constitutes product/service quality 3. What are the differences of quality between Manufacturing and Service organizations? (Chapter Topic & Page Number: Differences between Manufacturing and Service Organizations, 136-137; see also Table 5.1) a. Manufacturing focuses on tangible product features (can be seen, touched, directly managed) b. Service produces intangible products that must be experienced (cannot be seen or touched): 4. What are the different quality standards outlined in the text and what does each represent? (Chapter Topic & Page Number: Quality Awards and Standards, 154-156) a. ISO 9000: Certification developed by International Organization for Standardization. Set of internationally recognized quality standards. Companies are periodically audited and certified. b. ISO 9000:2008, QMS — Fundamentals and Standards. c. ISO 9001:2008, QMS — Requirements. d. ISO 9004:2008, QMS — Guidelines for Performance. More than 40,000 companies have been certified. e. ISO 14000: Focuses on a company’s environmental responsibility. f. ISO 26000: Help organizations evaluate and address their social responsibility. 5. Who are the quality gurus and what were their contributions to the TQM concept? (Chapter Topic & Page Number: Quality Gurus, 140; see also table 5.2) a. Walter A. Shewhart – Contributed to understanding of process variability; developed concept of statistical control charts. b. W. Edwards Deming – Stressed management’s responsibility for quality; developed “14 Points” to guide companies in quality improvement. c. Joseph M. Juran – Defined quality as “fitness for use”; developed concept of cost of quality. d. Armand V. Feigenbaum – Introduced concept of total quality control. e. Philip B. Crosby – Coined phrase “quality is free”; introduced concept of zero defects. f. Kaoru Ishikawa – Developed cause-and-effect diagrams; identified concept of “internal customer.” g. Genichi Taguchi – Focused on product design quality; developed Taguchi loss function.