C215 Study Guide Comprehensive Review for C215 Exam | Accurate & Verified Answers to
Pass Actual Exam
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. Performance to standards, meeting customer’s needs, or satisfying the customer
2. What are the five definitions of quality? (Chapter Topic & Page Number: Defining Quality, 135-
136)
a. Conformance
i. How well a product/service meets targets & tolerances
b. Fitness for use
i. Evaluates performance for intended use
c. Price paid value
i. Evaluation of usefulness vs price paid
d. Supportive services
i. Quality of support provided after product/service is purchased
e. Psychological criteria
i. 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 (physical)
b. Service (non-physical)
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. Prevention Cost & Appraisal Costs
b. Internal & External Failure Costs
5. What are the seven quality control tools management uses to analyze quality problems? Make
sure to highlight how each tool can be used. (Chapter Topic & Page Number: Use of Quality
Tools, 146-148)
a. Cause-effect, flow charts, checklists, control charts, scatter diagrams, pareto analyses,
histograms
6. What are the different costs of quality? (List and define). (Chapter Topic & Page Number: Cost of
Quality, 138-139; see also Figure 5.1)
a. Prevention
b. Appraisal
c. Internal failure
d. External failure
7. What is the Plan-Do-Study-Act cycle and what is it used for? (Chapter Topic & Page Number: The
Plan–Do–Study–Act Cycle, 144)
a. Plan: evaluate current process, document current procedures & find problems
b. Do: implement plan; trial basis
c. Study: collect data & evaluate against objective
d. Act: Communicate results from trial & start new process
, 8. How does total quality management impact other functional areas of the company? (Be sure to
identify each functional area, for example, Accounting). (Chapter Topic & Page Number: Total
Quality Management (TQM) across the Organization, 157-158)
a. Requires broad and sweeping organizational changes.
Chapter 6
1. What is statistical quality control (SQC)? (Chapter Topic & Page Number: What Is Statistical
Quality Control, 167-168)
a. Statistical tools used to evaluate organizational quality
2. Explain the two causes of variation (common and assignable). (Chapter Topic & Page Number:
Sources of Variation: Common and Assignable Causes, 168)
a. Common: random that can’t be identify
b. Assignable: can be identified and corrected
3. What do you understand by process capability? (Chapter Topic & Page Number: Process
Capability, 184-185)
a. Process capability: production process meeting or exceeding preset specification
4. What is process capability index Cpk) used for? (Chapter Topic & Page Number: Measuring
Process Capability, 185)
a. Assessing capability involving process variability relative to present product or service
specification
5. What is the Six sigma concept? (Chapter Topic & Page Number: Six Sigma Quality, 188-189)
a. High level of quality associated with approx. 3.4 defective parts per million
6. List the five-step plan of Six sigma (Chapter Topic & Page Number: Six Sigma Quality, 190)
a. Define, measure, analyze, improve, and control
II. Capacity Planning and Location Analysis (Chapters 3, 9 & 10)
Chapter 3
1. What are the characteristics of Repetitive operations and Intermittent operations? (Show how
the two operational processes differ) (Chapter Topic & Page Number: Process Selection, 58-59;
see also Table 3.2)
a. Repetitive: one or few standardized products in high volume
b. Intermittent: variety of products in lower production
2. Give at least one example of each of the following processes: Batch Process, Project Process,
Line Process, and Continuous Process. (Chapter Topic & Page Number: The Continuum of
Process Types, 59; see also figure 3.6)
a. Batch: customer orders/specifications
b. Project: one at a time
c. Line: large volume of a standardized product
d. Continuous: very high volume of fully standardized product
3. What is a process flowchart and what is it used for by an organization? (Chapter Topic & Page
Number: Designing Processes, 60-62)
Pass Actual Exam
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. Performance to standards, meeting customer’s needs, or satisfying the customer
2. What are the five definitions of quality? (Chapter Topic & Page Number: Defining Quality, 135-
136)
a. Conformance
i. How well a product/service meets targets & tolerances
b. Fitness for use
i. Evaluates performance for intended use
c. Price paid value
i. Evaluation of usefulness vs price paid
d. Supportive services
i. Quality of support provided after product/service is purchased
e. Psychological criteria
i. 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 (physical)
b. Service (non-physical)
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. Prevention Cost & Appraisal Costs
b. Internal & External Failure Costs
5. What are the seven quality control tools management uses to analyze quality problems? Make
sure to highlight how each tool can be used. (Chapter Topic & Page Number: Use of Quality
Tools, 146-148)
a. Cause-effect, flow charts, checklists, control charts, scatter diagrams, pareto analyses,
histograms
6. What are the different costs of quality? (List and define). (Chapter Topic & Page Number: Cost of
Quality, 138-139; see also Figure 5.1)
a. Prevention
b. Appraisal
c. Internal failure
d. External failure
7. What is the Plan-Do-Study-Act cycle and what is it used for? (Chapter Topic & Page Number: The
Plan–Do–Study–Act Cycle, 144)
a. Plan: evaluate current process, document current procedures & find problems
b. Do: implement plan; trial basis
c. Study: collect data & evaluate against objective
d. Act: Communicate results from trial & start new process
, 8. How does total quality management impact other functional areas of the company? (Be sure to
identify each functional area, for example, Accounting). (Chapter Topic & Page Number: Total
Quality Management (TQM) across the Organization, 157-158)
a. Requires broad and sweeping organizational changes.
Chapter 6
1. What is statistical quality control (SQC)? (Chapter Topic & Page Number: What Is Statistical
Quality Control, 167-168)
a. Statistical tools used to evaluate organizational quality
2. Explain the two causes of variation (common and assignable). (Chapter Topic & Page Number:
Sources of Variation: Common and Assignable Causes, 168)
a. Common: random that can’t be identify
b. Assignable: can be identified and corrected
3. What do you understand by process capability? (Chapter Topic & Page Number: Process
Capability, 184-185)
a. Process capability: production process meeting or exceeding preset specification
4. What is process capability index Cpk) used for? (Chapter Topic & Page Number: Measuring
Process Capability, 185)
a. Assessing capability involving process variability relative to present product or service
specification
5. What is the Six sigma concept? (Chapter Topic & Page Number: Six Sigma Quality, 188-189)
a. High level of quality associated with approx. 3.4 defective parts per million
6. List the five-step plan of Six sigma (Chapter Topic & Page Number: Six Sigma Quality, 190)
a. Define, measure, analyze, improve, and control
II. Capacity Planning and Location Analysis (Chapters 3, 9 & 10)
Chapter 3
1. What are the characteristics of Repetitive operations and Intermittent operations? (Show how
the two operational processes differ) (Chapter Topic & Page Number: Process Selection, 58-59;
see also Table 3.2)
a. Repetitive: one or few standardized products in high volume
b. Intermittent: variety of products in lower production
2. Give at least one example of each of the following processes: Batch Process, Project Process,
Line Process, and Continuous Process. (Chapter Topic & Page Number: The Continuum of
Process Types, 59; see also figure 3.6)
a. Batch: customer orders/specifications
b. Project: one at a time
c. Line: large volume of a standardized product
d. Continuous: very high volume of fully standardized product
3. What is a process flowchart and what is it used for by an organization? (Chapter Topic & Page
Number: Designing Processes, 60-62)
