WGU C215 Operations Management OA Exam
300 Practice Questions with Verified Answers
& Rationales
Which total quality management (TQM) process was developed to stress management’s
responsibility for quality? 14 points for quality improvement
Additional Terms:
Statistical quality control (SQC) - set of statistical tools that identify quality problems during the
production process which includes descriptive statistics (describe characteristics and
relationships and includes mean, standard deviation, range and measure of the distribution data
– basically describes quality), statistical process control (SPC) (involves inspecting a random
sample of the output from a process and deciding whether the process is producing products
with characteristics that fall within a predetermined range. SPC answers the question of whether
or not the process is functioning properly) and acceptance sampling (The process of randomly
inspecting a sample of goods and deciding whether to accept the entire lot based on the results).
Product design quality – Mean -
average
Range - difference between largest and smallest observations in date set
Standard deviation - measures the amount of data dispersion around the mean. Quality
Control Chart - graph that shows whether a sample of data falls within the common or normal
range of variation
Out of control - The situation in which a plot of data falls outside preset control limits.
Which total quality management (TQM) process consists of 13 published standards and
guidelines? ISO 9000
, Additional Terms:
ISO 9000 - 2008, Quality Management Systems—Fundamentals and
Standards: Provides the terminology and definitions used in the standards. It is the starting
point for understanding the system of standards.
ISO 9001 - 2008, Quality Management Systems—Requirements: This is the standard for the
certification of a firm’s quality management system. It is used to demonstrate the conformity of
quality management systems to meet customer requirements.
ISO 9004 - 2008, Quality Management Systems—Guidelines for Performance: Provides
guidelines for establishing a quality management system. It focuses not only on meeting
customer requirements but also on improving performance.
ISO 14000 - A set of international standards and a certification focusing on a company’s
environmental responsibility. Three major areas:
• Management systems standards measure systems development and integration of
environmental responsibility into the overall business.
• Operations standards include the measurement of consumption of natural resources
and energy.
• Environmental systems standards measure emissions, effluents, and other waste
systems.
A company manufactures shoes using a quality management system. The company needs to
put a process in place to measure any defects. The company would like to measure the number
of defects and observe the number of occurrences to isolate the particular defect. Which
quality tool should the company use to focus on correcting this particular issue? Checklist
Additional Terms:
Scatter diagram - Graphs that show how two variables are related to each other Control chart -
graph that shows whether a sample of data falls within the common or normal range of
variation
Flow chart - used for viewing the flow of the processes involved in producing the product. It is a
very useful tool for seeing the totality of the operation and for identifying potential problem
areas.
Checklist - list of common defects and the number of observed occurrences of these defects
Which quality control tool should be used to monitor the current status or end result of a
process? Control chart
Which group of keywords or phrases describes the critical role that marketing plays in the total
quality management (TQM) process? Enhance competition; understand consumer
preferences; maintain communication with operations
What is the common theme in total quality management (TQM) across all functions in an
organization? To satisfy customer needs
300 Practice Questions with Verified Answers
& Rationales
Which total quality management (TQM) process was developed to stress management’s
responsibility for quality? 14 points for quality improvement
Additional Terms:
Statistical quality control (SQC) - set of statistical tools that identify quality problems during the
production process which includes descriptive statistics (describe characteristics and
relationships and includes mean, standard deviation, range and measure of the distribution data
– basically describes quality), statistical process control (SPC) (involves inspecting a random
sample of the output from a process and deciding whether the process is producing products
with characteristics that fall within a predetermined range. SPC answers the question of whether
or not the process is functioning properly) and acceptance sampling (The process of randomly
inspecting a sample of goods and deciding whether to accept the entire lot based on the results).
Product design quality – Mean -
average
Range - difference between largest and smallest observations in date set
Standard deviation - measures the amount of data dispersion around the mean. Quality
Control Chart - graph that shows whether a sample of data falls within the common or normal
range of variation
Out of control - The situation in which a plot of data falls outside preset control limits.
Which total quality management (TQM) process consists of 13 published standards and
guidelines? ISO 9000
, Additional Terms:
ISO 9000 - 2008, Quality Management Systems—Fundamentals and
Standards: Provides the terminology and definitions used in the standards. It is the starting
point for understanding the system of standards.
ISO 9001 - 2008, Quality Management Systems—Requirements: This is the standard for the
certification of a firm’s quality management system. It is used to demonstrate the conformity of
quality management systems to meet customer requirements.
ISO 9004 - 2008, Quality Management Systems—Guidelines for Performance: Provides
guidelines for establishing a quality management system. It focuses not only on meeting
customer requirements but also on improving performance.
ISO 14000 - A set of international standards and a certification focusing on a company’s
environmental responsibility. Three major areas:
• Management systems standards measure systems development and integration of
environmental responsibility into the overall business.
• Operations standards include the measurement of consumption of natural resources
and energy.
• Environmental systems standards measure emissions, effluents, and other waste
systems.
A company manufactures shoes using a quality management system. The company needs to
put a process in place to measure any defects. The company would like to measure the number
of defects and observe the number of occurrences to isolate the particular defect. Which
quality tool should the company use to focus on correcting this particular issue? Checklist
Additional Terms:
Scatter diagram - Graphs that show how two variables are related to each other Control chart -
graph that shows whether a sample of data falls within the common or normal range of
variation
Flow chart - used for viewing the flow of the processes involved in producing the product. It is a
very useful tool for seeing the totality of the operation and for identifying potential problem
areas.
Checklist - list of common defects and the number of observed occurrences of these defects
Which quality control tool should be used to monitor the current status or end result of a
process? Control chart
Which group of keywords or phrases describes the critical role that marketing plays in the total
quality management (TQM) process? Enhance competition; understand consumer
preferences; maintain communication with operations
What is the common theme in total quality management (TQM) across all functions in an
organization? To satisfy customer needs
