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WGU C215 Operations Management Exam Questions and Answers
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WGU C215 Operations Management Exam Questions and Answers
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WGU C215 Operations Managementappraisal costs - Answer-Costs incurred in the process of uncovering defects
Benchmarking - Answer-Studying the business practices of other companies for purposes of comparison
Cause-and-effect diagrams - Answer-A chart that identifies potential causes of particular quality
problems.
Checklist - Answer-A list of common defects and the number of observed occurrences of these defects
Conformance to specifications - Answer-How well a product o service meets the targets and tolerances
determined by this designers
continuous improvement - Answer-A philosophy of never-ending improvement.
Control charts - Answer-Charts used to evaluate whether a process is operating within set expectations.
Customer-defined quality - Answer-an integrated effort designed to improve quality performance at
every level of the organization
,Deming Prize - Answer-A Japanese award given to companies to recognize efforts in quality
improvement.
external failure costs - Answer-costs associated with quality problems that occur at the customer site
Fitness for use - Answer-A definition of quality that evaluates how well the product performs for its
intended use.
Flowchart - Answer-A schematic of the sequence of steps involved in an operation or process
Histogram - Answer-A chart that shows the frequency distribution of observed values of a variable
Internal failure costs - Answer-costs associated with discovering poor product quality before the
product reaches the customer
ISO 14000 - Answer-A set of international standards and a certification focusing on a company's
environmental responsibility
ISO 9000 - Answer-A set of international quality standards and a certification demonstrating that
companies have met all the standards specified.
Kaizen - Answer-A Japanese term that describes the notion of a company continually striving to be
better through learning and problem solving
Malcolm Baldrige National Quality Award - Answer-an award given annually to companies that
demonstrate quality excellence and establish best practice standards in industry
,Pareto Analysis - Answer-A technique used to identify quality problems based on their degree of
importance.
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
Prevention Costs - Answer-Costs incurred in the process of preventing poor quality from occuring
Psychological criteria - Answer-A way of defining quality that focuses on judgmental evaluations of what
constitutes product or service excellence
Quality at the source - Answer-The belief that it is best to uncover the source of quality problems and
eliminate it
quality circles - Answer-A team of volunteer production employees and their supervisors who meet
regularly to solve quality problems
Quality Function Deployment (QFD) - Answer-A tool used to translate the preferences of the customer
into specific technical requirements
Reliability - Answer-The probability that a product, service, or part will perform as intended
Robust design - Answer-A design that results in a product that can perform over a wide range of
conditions
scatter diagram - Answer-Graphs that show how two variables are related to each other
Support services - Answer-Quality defined in terms of the support provided after the product or service
is purchased
, Taguchi loss function - Answer-Costs of quality increase as a quadratic function as conformance values
move away from the target
Total quality management (TQM) - Answer-The meaning of quality as defined by the customer
Value for price paid - Answer-Quality defined in terms of product or service usefulness for the price paid
Acceptable Quality Level (AQL) - Answer-The small percentage of defects that consumers are willing to
accept.
Acceptance Sampling - Answer-The process of randomly inspecting a sample of goods and deciding
whether to accept the entire lot based on the results.
assignable causes of variation - Answer-Causes that can be identified and eliminated.
Attributes - Answer-A product characteristic that has a discrete value and can be counted.
Average outgoing quality (AOQ) - Answer-The expected proportion of defective items that will be
passed to the customer under the sampling plan
c-chart - Answer-Control chart used to monitor the number of defects per unit
Common - Answer-Random causes that cannot be identified
Consumer's risk - Answer-The chance of accepting a lot that contains a greater number of defects than
the LTPD limit.
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