WGU C 215 Operations Management OA Study Guide

WGU C 215 Operations Management OA Study Guide.Quality Management Methods Which definition used for quality evaluates how well a product performs its intended function? Fitness for use Additional Terms: Support servi ...

WGU C 215 Operations Management OA Study Guide.Quality Management Methods Which definition used for quality evaluates how well a product performs its intended function? Fitness for use Additional Terms: Support services - how the quality of a product or service is judged Value for price paid - definition of quality that consumers often use for product or service usefulness Psychological criteria - objective 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. Which total quality management (TQM) process was developed to stress management’s responsibility for quality? 14 points for quality improvement Additional Terms: Statistical quality control (SQC) - set of statistical tools that identify quality problems during the production process which includes descriptive statistics (describe characteristics and relationships and includes mean, standard deviation, range and measure of the distribution data – basically describes quality), statistical process control (SPC) (involves inspecting a random sample of the output from a process and deciding whether the process is producing products with characteristics that fall within a predetermined range. SPC answers the question of whether or not the process is functioning properly) and acceptance sampling (The process of randomly inspecting a sample of goods and deciding whether to accept the entire lot based on the results). Product design quality – Mean - average Range - difference between largest and smallest observations in date set Standard deviation - measures the amount of data dispersion around the mean. Quality Control Chart - graph that shows whether a sample of data falls within the common or normal range of variation Out of control - The situation in which a plot of data falls outside preset control limits. Which total quality management (TQM) process consists of 13 published standards and guidelines? ISO 9000 Additional Terms: ISO 9000 - 2008, Quality Management Systems—Fundamentals and Standards: Provides the terminology and definitions used in the standards. It is the starting point for understanding the system of standards. ISO 9001 - 2008, Quality Management Systems—Requirements: This is the standard for the certification of a firm’s quality management system. It is used to demonstrate the conformity of quality management systems to meet customer requirements. ISO 9004 - 2008, Quality Management Systems—Guidelines for Performance: Provides guidelines for establishing a quality management system. It focuses not only on meeting customer requirements but also on improving performance. ISO 14000 - A set of international standards and a certification focusing on a company’s environmental responsibility. Three major areas:  Management systems standards measure systems development and integration of environmental responsibility into the overall business.  Operations standards include the measurement of consumption of natural resources and energy.  Environmental systems standards measure emissions, effluents, and other waste systems. A company manufactures shoes using a quality management system. The company needs to put a process in place to measure any defects. The company would like to measure the number of defects and observe the number of occurrences to isolate the particular defect. Which quality tool should the company use to focus on correcting this particular issue? Checklist Additional Terms: Scatter diagram - Graphs that show how two variables are related to each other Control chart - graph that shows whether a sample of data falls within the common or normal range of variation Flow chart - used for viewing the flow of the processes involved in producing the product. It is a very useful tool for seeing the totality of the operation and for identifying potential problem areas. Checklist - list of common defects and the number of observed occurrences of these defects Which quality control tool should be used to monitor the current status or end result of a process? Control chart Which group of keywords or phrases describes the critical role that marketing plays in the total quality management (TQM) process? Enhance competition; understand consumer preferences; maintain communication with operations What is the common theme in total quality management (TQM) across all functions in an organization? To satisfy customer needs Which concept of variation measures the central tendency of a set of data? Mean What do assignable causes of variation indicate? Out-of-control signals were found in the process.