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WGU C215 Operations Management Exam Questions and Correct Answers
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WGU C215 Operations Management Exam Questions and Correct Answers
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WGU C215 Operations ManagementMethods analysis - Answer-Process concerned with the detailed process for doing a particular job
Conformation to specifications - Answer-Measures how well the product of service meets the targets
and tolerances determined by its designers
Fitness for use - Answer-Focuses on how well the product performs its intended function or use
Value for price paid - Answer-Quality that consumers often use for product or service useful; Only
definition that combines economics with consumer criteria
Support services - Answer-Quality does not apply only apply to the product or service itself, it also
applies to the people, processes and organization environment associated with it.
Psychological criteria - Answer-A subjective definition that focuses on the judgmental evaluation of
what constitutes product or service quality
Walter Shewhart - Answer-Contributed to understanding of process variability and developed concept
of statistical control charts.
,Edwards Deming - Answer-Stressed management's responsibility for quality and developed "14 Points"
to guide companies in quality improvement
Joseph Juran - Answer-Defined quality as "fitness for use"; Developed concept of cost of quality.
Armand Feigenbaum - Answer-Introduced concept of total quality control
Philip Crosby - Answer-Coined phrase "quality is free" and introduced concept of zero defects
Kaoru Ishikawa - Answer-Developed cause and effect diagrams and concept of "internal customer"
Genichi Taguchi - Answer-Focused on product design quality and developed Tabuchi loss function
Quality trilogy - Answer-Quality Planning
Quality Control
Quality Improvement
Quality planning - Answer-Companies identify customers, product requirements and overriding
business goals.
Quality control - Answer-The regular use of statistical control methods to ensure that quality standards
are met and to identify variations from the standards.
Quality improvement - Answer-Should not be just breakthroughs, but continuous as well
Zero defects - Answer-No amount of defects should be considered acceptable
,Robust design - Answer-A design that results in a product that can perform over a wide range of
conditions
Taguchi loss function - Answer-Costs of quality increase as a quadratic function as conformance values
move away from the target.
Continuous improvement - Answer-A philosophy of never-ending improvement
Customer focus - Answer-Goal is to identify and meet customer needs
Employee empowerment - Answer-Employees are expected to seek out, identify and correct quality
problems
Use of quality tools - Answer-Ongoing employee training in the use of quality tools
Product design - Answer-Products need to be designed to meet customer expectations
Process management - Answer-Quality should be built into the process; sources of quality problems
should be identified and corrected
Managing supplier quality - Answer-Quality concepts must extend to a company's suppliers
Kaizen - Answer-A Japanese term that describes the notion of a company continually striving to be
better through learning and problem solving
Plan-do-study-act (PDSA) cycle - Answer-A diagram that describes the activities that need to be
performed to incorporate continuous improvement into the operation
, Benchmarking - Answer-Studying the business practices of other companies for purposes of comparison
External customers - Answer-Those that purchase the company's goods and services
Internal customers - Answer-Employees of the organization who receive goods or services from others
in the company.
Quality circle - Answer-A team of volunteer production employees and their supervisors who meet
regularly to solve quality problems
Cause and effect diagrams - Answer-A chart that identifies potential causes of particular quality
problems
Flowchart - Answer-A schematic of the sequence of steps involved in an operation or process.
Checklist - Answer-A list of common defects and the number of observed occurrences of these defects
Control charts - Answer-Charts used to evaluate whether a process is operating within set expectations
Scatter diagrams - Answer-Graphs that show how two variables are related to each other
Pareto Analysis - Answer-A technique used to identify quality problems based on their degree of
importance
Histograms - Answer-A chart that shows the frequency distribution of observed values of a variable
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