(C215-WGU) WGU C215 Study Guide – FINAL Latest Updated 2024 Already Passed

TQM: Total Quality Management is an integrated organizational effort designed to improve quality at every level. Customer Defined Quality TQM is about meeting quality expectations as defined by the customer. Conformance to specification measures how well the product or service meets the targets and tolerances determined by its designers. Example of Conformance to specification The wait for hotel room service may be specified as 20 minutes, but there may be an acceptable delay of an additional 10 minutes. Also, consider the amount of light delivered by a 60-watt light bulb. If the bulb delivers 50 watts, it does not conform to specifications. Fitness for use focuses on how well the product performs its intended function or use. Example of Fitness for use For example, a Mercedes-Benz and a Jeep Cherokee both meet a fitness for use definition if one considers transportation as the intended function. However, if the definition becomes more specific and assumes that the intended use is for transportation on mountain roads and carrying fishing gear, the Jeep Cherokee has a greater fitness for use. You can also see that fitness for use is a user-based definition in that it is intended to meet the needs of a specific user group. Value for a price paid is a definition of quality that consumers often use for product or service usefulness. This is the only definition that combines economics with consumer criteria; it assumes that the definition of quality is price sensitive. Examples of Value for a price paid For example, suppose that you wish to sign up for a personal finance seminar and discover that the same class is being taught at two different colleges at significantly different tuition rates. If you take the less expensive seminar, you will feel that you have received greater value for the price. Support Services provided are often how the quality of a product or service is judged. Quality does not apply only to the product or service itself; it also applies to the people, processes, and organizational environment associated with it. Example of Support Services For example, the quality of a university is judged not only by the quality of staff and course offerings but also by the efficiency and accuracy of processing paperwork. Psychological Criteria is a subjective definition that focuses on the judgmental evaluation of what constitutes product or service quality. Different factors contribute to the evaluation, such as the atmosphere of the environment or the perceived prestige of the product.