OPM QUESTIONS AND ANSWERS | COMPLETE STUDY GUIDE & PRACTICE TEST
2026/2027
Which service process structure typically involves work flows with steps that vary from one
customer to the next? - correct answer ✔✔front office
A back office service structure is most similar to - correct answer ✔✔A line process
Which of the following conditions is generally associated with a job process? - correct answer
✔✔High resource flexibility
Low manufacturing volumes typically dictate the following process decision: - correct answer
✔✔less capital intensity and automation
Economies of scope are characterized by - correct answer ✔✔high capital intensity and high
resource flexibility
A primary enabler of process reengineering is - correct answer ✔✔information technology
Among the data analysis tools, the one used to record the frequency of occurrence of certain
product or service characteristics is a - correct answer ✔✔checklist
The Pareto concept refers to - correct answer ✔✔A large percentage (eg. 80%) of the problems
being caused by a small percent (eg. 20%) of the factors
The analysis tool for a quality problem that involves selecting the problem, identifying the major
categories of potential causes, and associating likely specific causes is a - correct answer
✔✔fishbone diagram
2026/2027
Which service process structure typically involves work flows with steps that vary from one
customer to the next? - correct answer ✔✔front office
A back office service structure is most similar to - correct answer ✔✔A line process
Which of the following conditions is generally associated with a job process? - correct answer
✔✔High resource flexibility
Low manufacturing volumes typically dictate the following process decision: - correct answer
✔✔less capital intensity and automation
Economies of scope are characterized by - correct answer ✔✔high capital intensity and high
resource flexibility
A primary enabler of process reengineering is - correct answer ✔✔information technology
Among the data analysis tools, the one used to record the frequency of occurrence of certain
product or service characteristics is a - correct answer ✔✔checklist
The Pareto concept refers to - correct answer ✔✔A large percentage (eg. 80%) of the problems
being caused by a small percent (eg. 20%) of the factors
The analysis tool for a quality problem that involves selecting the problem, identifying the major
categories of potential causes, and associating likely specific causes is a - correct answer
✔✔fishbone diagram
