WGU C720 Complete OA Prep Guide
with Complete Solutions
Inputs - correct Answer-People, capital, material, money
Outputs - correct Answer-Services and goods
Sustainability - correct Answer-Defined broadly in operations and supply chain
management as the ethical issues an organization faces to balance financial
performance while maintaining social responsibility standards and a responsible
environmental profile.
VIRAL - correct Answer-Acronym - A framework for competitive advantage.
Viral, Inimitable, Rare, Aptitude, Lifespan.
Benchmarking - correct Answer-Process by which a company compares its
performance to the performance of other companies.
The Plan-Do-Check-Act Cycle - correct Answer-Also referred to as the Deming Wheel
or Shewhart Cycle.
o Plan - Make sure everything is documented and make a plan of action
o Do - Implement the plan and document changes
o Check - Analyze to see if goals have been achieved
o Act - Standardize the changes and communicate the results. This is a cycle, back to
the beginning.
Statistical process control (SPC) - correct Answer-The use of statistical methods to
determine when a process that produces a good or service is getting close to producing
an unacceptable level of defects.
Cause-and-effect diagrams or fishbone diagrams or Ishikawa diagrams - correct
Answer-Show the impact of various inputs into the result of a process. They help
organizations isolate the root causes of problems such as bottlenecks in their
processes.
Check sheets - correct Answer-The means used to record data points in real-time at the
site where the data is generated. This is often the first tool used to assess a process
and often the data is "raw" meaning it is straight from the source and without any
interpretation.
,Control charts - correct Answer-Graphical depictions of process output where the raw
data is plotted in real-time within upper (UCL) and lower control limits (LCL).
Run charts - correct Answer-Form of control chart plotted in real-time for processes that
might have common features, a common scale, or some form of central tendency
Histograms (or box chart) - correct Answer-Demonstrate the frequency of data
observations within a preset range of values.
Pareto charts - correct Answer-Represents data values in a descending (highest to
lowest) order to visualize the most frequent occurrences.
Scatter Plot (diagrams) - correct Answer-Displays data as a relationship to show the
correlation between two variables.
Six Sigma - correct Answer-A continuous improvement strategy that relates to the firm's
ability to produce error free products. Specifically - 3.4 defects per 1 million units.
DMAIC
o Define
o Measure
o Analyze
o Improve
o Control
Six Sigma: Define - correct Answer-In this stage you _____ the problem or improvement
opportunity. This stage includes: Project Charter, Voice of the customer, Value Stream
Mapping.
Project Charter - correct Answer-Includes the scope of the project, the problem
statement, time frame, boundaries, and team members.
Voice of the Customer (VOC) - correct Answer-This is includes feedback regarding
characteristics that are critical for satisfaction of the customer.
Value Stream Mapping - correct Answer-An overview of an entire process, from
beginning to end, with regard to the VOC, and identifying what is required to meet the
customer's needs.
Six Sigma: Measure - correct Answer-__________ current state or "as is", process
performance is accomplished with a process map of the activities performed at each
step of the process. Each step is assessed to determine the ability to meet customer
specification in a capability analysis.
, Six Sigma: Analyze - correct Answer-Charts and diagrams are used to visualize the
measurements and the frequency of problems or defects, including scatter plots, pareto
charts, histograms, and run charts.
The main objective of the _________ phase is to determine the root causes of variation
in the process that result in failures or defects.
Six Sigma: Improve - correct Answer-The current process is changed by addressing the
root causes identified to ________ process performance through simulations, or in real-
time through Design of Experiments (DOE). Often made through kaizen teams.
Kaizen Event - correct Answer-An event to discuss process improvement opportunities
using ideas from the people who are directly involved in the processes
Six Sigma: Control - correct Answer-Maintaining and standardizing the improved
performance through a _________ plan to document the requirements to reduce
process variation.
Another tool for ________ is the 5S methodology (sort, straighten, shine, standardize,
sustain).
The 5S methodology creates visual control of the workplace.
Six Sigma DMADV - correct Answer-This is used specifically for new products or
processes and is also known as Design for Six Sigma (DFSS).
The five steps of DMADV are summarized as:
o Define
o Measure
o Analyze
o Design
o Verify.
Total Quality Management (TQM) - correct Answer-Pertains to: focus on the customer,
quality function deployment, responsibility for quality, team problem solving, employee
training, fact-based management.
Employee Empowerment - correct Answer-Defined as involving employees in every
step--from product design, to process design, and system design. Creating a workforce
of empowered employees can improve employee morale, organizational efficiency,
product and service quality, and ultimately lead to higher customer satisfaction.
Supply chain - correct Answer-Encompasses all activities associated with the flow and
transfer of goods and services, from raw material extraction through use by the final
consumer.
with Complete Solutions
Inputs - correct Answer-People, capital, material, money
Outputs - correct Answer-Services and goods
Sustainability - correct Answer-Defined broadly in operations and supply chain
management as the ethical issues an organization faces to balance financial
performance while maintaining social responsibility standards and a responsible
environmental profile.
VIRAL - correct Answer-Acronym - A framework for competitive advantage.
Viral, Inimitable, Rare, Aptitude, Lifespan.
Benchmarking - correct Answer-Process by which a company compares its
performance to the performance of other companies.
The Plan-Do-Check-Act Cycle - correct Answer-Also referred to as the Deming Wheel
or Shewhart Cycle.
o Plan - Make sure everything is documented and make a plan of action
o Do - Implement the plan and document changes
o Check - Analyze to see if goals have been achieved
o Act - Standardize the changes and communicate the results. This is a cycle, back to
the beginning.
Statistical process control (SPC) - correct Answer-The use of statistical methods to
determine when a process that produces a good or service is getting close to producing
an unacceptable level of defects.
Cause-and-effect diagrams or fishbone diagrams or Ishikawa diagrams - correct
Answer-Show the impact of various inputs into the result of a process. They help
organizations isolate the root causes of problems such as bottlenecks in their
processes.
Check sheets - correct Answer-The means used to record data points in real-time at the
site where the data is generated. This is often the first tool used to assess a process
and often the data is "raw" meaning it is straight from the source and without any
interpretation.
,Control charts - correct Answer-Graphical depictions of process output where the raw
data is plotted in real-time within upper (UCL) and lower control limits (LCL).
Run charts - correct Answer-Form of control chart plotted in real-time for processes that
might have common features, a common scale, or some form of central tendency
Histograms (or box chart) - correct Answer-Demonstrate the frequency of data
observations within a preset range of values.
Pareto charts - correct Answer-Represents data values in a descending (highest to
lowest) order to visualize the most frequent occurrences.
Scatter Plot (diagrams) - correct Answer-Displays data as a relationship to show the
correlation between two variables.
Six Sigma - correct Answer-A continuous improvement strategy that relates to the firm's
ability to produce error free products. Specifically - 3.4 defects per 1 million units.
DMAIC
o Define
o Measure
o Analyze
o Improve
o Control
Six Sigma: Define - correct Answer-In this stage you _____ the problem or improvement
opportunity. This stage includes: Project Charter, Voice of the customer, Value Stream
Mapping.
Project Charter - correct Answer-Includes the scope of the project, the problem
statement, time frame, boundaries, and team members.
Voice of the Customer (VOC) - correct Answer-This is includes feedback regarding
characteristics that are critical for satisfaction of the customer.
Value Stream Mapping - correct Answer-An overview of an entire process, from
beginning to end, with regard to the VOC, and identifying what is required to meet the
customer's needs.
Six Sigma: Measure - correct Answer-__________ current state or "as is", process
performance is accomplished with a process map of the activities performed at each
step of the process. Each step is assessed to determine the ability to meet customer
specification in a capability analysis.
, Six Sigma: Analyze - correct Answer-Charts and diagrams are used to visualize the
measurements and the frequency of problems or defects, including scatter plots, pareto
charts, histograms, and run charts.
The main objective of the _________ phase is to determine the root causes of variation
in the process that result in failures or defects.
Six Sigma: Improve - correct Answer-The current process is changed by addressing the
root causes identified to ________ process performance through simulations, or in real-
time through Design of Experiments (DOE). Often made through kaizen teams.
Kaizen Event - correct Answer-An event to discuss process improvement opportunities
using ideas from the people who are directly involved in the processes
Six Sigma: Control - correct Answer-Maintaining and standardizing the improved
performance through a _________ plan to document the requirements to reduce
process variation.
Another tool for ________ is the 5S methodology (sort, straighten, shine, standardize,
sustain).
The 5S methodology creates visual control of the workplace.
Six Sigma DMADV - correct Answer-This is used specifically for new products or
processes and is also known as Design for Six Sigma (DFSS).
The five steps of DMADV are summarized as:
o Define
o Measure
o Analyze
o Design
o Verify.
Total Quality Management (TQM) - correct Answer-Pertains to: focus on the customer,
quality function deployment, responsibility for quality, team problem solving, employee
training, fact-based management.
Employee Empowerment - correct Answer-Defined as involving employees in every
step--from product design, to process design, and system design. Creating a workforce
of empowered employees can improve employee morale, organizational efficiency,
product and service quality, and ultimately lead to higher customer satisfaction.
Supply chain - correct Answer-Encompasses all activities associated with the flow and
transfer of goods and services, from raw material extraction through use by the final
consumer.
