WGU C215 Operations Management Test Questions With Correct Answers

Support Services - Answer quality defined in terms of the support provided after the product or service is purchased Value for Price Paid - Answer Evaluation of usefulness vs. price paid Psychological Criteria - Answer Focuses on judgmental evaluations of what constitutes product or service excellence. 14 Points for Quality Improvement - Answer Created (by Deming) to guide companies in quality improvement stressed managements responsibility for quality. ISO 1400 - Answer A collection of the best practices for managing an organization's impact on the environment. ISO 9004:2009 - Answer focuses on how to make a quality management system more efficient and effective Kaizen - Answer continuous improvement ISO 9001:2008 - Answer a set of standards governing documentation of a quality program ISO 9000 - Answer Set of international standards on quality management and quality assurance, critical to international business Scatter Diagram - Answer a plot of two variables showing whether they are related Control Chart - Answer chart used to evaluate whether a process is operating within set expectations. Flowchart - Answer A schematic of the sequence of steps involved in an operation or process. Checklist - Answer a form used to record the frequency of occurrence of certain process failures mean - Answer A statistic that measures the central tendency (average) of a set of data. range - Answer the difference between the highest and lowest scores in a distribution Standard Deviation (SD) - Answer measures the amount of data dispersion around the mean Six Sigma - Answer A high level of quality associated with approx. 3.4 defective parts per million. technical tools - Answer To identify & eliminate the causes of quality problems. People involvement - Answer Six Sigma follows a structured methodology, and has defined roles for the participants (Martial Arts titles - Black Belt & Master Belts are experts in their training, Green Belts - have sufficient training for small projects) Factors affecting service location decisions - Answer Proximity to: source of supply; customers; sources of labor; community considerations; site considerations; quality-of-life issues; globalization Quality-of-life Issues - Answer Climate, desirable lifestyle, good schools, low crime rate, etc. Key factor in location analysis for a service company - Answer Proximity to customers capacity - Answer The maximum output rate that can be achieved by a facility Design Capacity - Answer The maximum output rate or service capacity an operation, process, or facility is designed for under ideal conditions. Effective Capacity - Answer The maximum output rate or service capacity an operation, process, or facility is designed for under normal conditions. Capacity Utilization - Answer Percentage measure of how well available capacity is being used. True about effective capacity - Answer an effective capacity is lower than design capacity and an effective capacity is a permanent measure used to achieve design capacity. When is capacity measurement at the best operating level - Answer When the average unit cost is minimized load-distance model - Answer A procedure for evaluating location alternatives based on distance. transportation method - Answer algorithm to calculate the cost impact of adding potential location sites. Provides lowest cost for each consideration. center of gravity approach - Answer like load distance, but uses xy coordinates. Good starting point - cut can end up in an area that is unusual (middle of a lake, etc) break-even analysis - Answer a method of determining what sales volume must be reached before total revenue equals total costs Factor Rating Method - Answer a location method that instills objectivity into the process of identifying hard-to-evaluate costs rectilinear distance method - Answer The shortest distance between two points measured by using only north-south and east-west movements. Repetitive process - Answer process used to produce one or a few standardized products in high volume intermittent process - Answer used to produce a variety of products with different processing requirements in lower volume