WGU D464 MANAGING OPERATIONS OA ACTUAL EXAM STUDY GUIDE 2025/2026 COMPLETE QUESTIONS WITH CORRECT DETAILED ANSWERS || 100% GUARANTEED PASS <RECENT VERSION>

WGU D464 MANAGING OPERATIONS OA ACTUAL EXAM STUDY GUIDE 2025/2026 COMPLETE QUESTIONS WITH CORRECT DETAILED ANSWERS || 100% GUARANTEED PASS &lt;RECENT VERSION&gt; 1. Operations management - ANSWER The systematic design, direction, and control of processes that transform inputs into services and products for internal, as well as external, customers 2. 3 core issues of ops management - ANSWER Customer value, process design analysis, continuous improvement of operations 3. 5 dimensions of service quality - ANSWER reliability, responsiveness, assurance, empathy, tangibles 4. Triple bottom line - ANSWER A framework for measuring and reporting corporate performance against economic, social, and environmental parameters. 5. Service profit chain - ANSWER A model that shows the relationships between employee satisfaction, customer satisfaction, customer retention, value creation, and profitability. 6. Order qualifiers - ANSWER Minimum level required from a set of criteria for a firm to do business in a particular market segment. 7. Order winners - ANSWER Characteristics of an organization's goods or services that cause it to be perceived as better than the competition 8. 3 levels of strategy - ANSWER 1. Corporate 2. Business 3. Functional 9. Corporate strategy - ANSWER Overall direction of the company 10. Business strategy - ANSWER how a company will compete in its marketplace 11. Functional strategy - ANSWER How each function supports business strategy 12. Computer integrated manufacturing (cim) - ANSWER A manufacturing approach that uses computers to control the entire production 13. What does CIM integrate - ANSWER Design (cad/cae), manufacturing (cam), Planning and control systems 14. Difference between cad/cae and Cam - ANSWER Cad/cae = computer aided design and engineering Cam = computer aided manufacturing 15. Project lifecycle - ANSWER -Define -Plan -Execute -Closeout 16. Pert - ANSWER Project Eval and review technique (uses probabilistic time estimates) 17. CPM - ANSWER Critical path method (uses deterministic time estimates 18. Push systems - ANSWER Production based on forecasted demand 19. Pull systems - ANSWER Production based on customer demand 20. Bullwhip effect - ANSWER the phenomenon in supply chains whereby ordering patterns experience increasing variance as you proceed upstream in the chain 21. Cause of bullwhip effect - ANSWER - Demand distortion - Order batching &gt;&gt;&gt; Volume and transportation discounts - Price fluctuation &gt;&gt;&gt; Promotional sales - Shortage gaming &gt;&gt;&gt; Seasonal ordering pattern 22. Green Supply Chains - ANSWER Integrate eco-friendly practices in supply chain processes. 23. Sustainability of Operations Management - ANSWER Integrates environmental, social, economic objectives for profitability. 24. Triple Bottom Line (TBL) - ANSWER Framework focusing on profit, planet, and people. 25. Governance in Operations Management - ANSWER Establishes frameworks aligning operations with strategic goals. 26. Compliance Management - ANSWER Ensures adherence to laws and regulations in operations. 27. Corporate Social Responsibility (CSR) - ANSWER Business model for social accountability and environmental impact. 28. Ethics in Operations Management - ANSWER Decision-making that is efficient, effective, and morally sound. 29. Stakeholders - ANSWER Individuals or groups affected by a company's operations. 30. Operational Activities - ANSWER Day-to-day actions aligned with strategic business goals. 31. Policy Implementation - ANSWER Executing strategies and policies within an organization. 32. Socially Responsible Decisions - ANSWER Choices that consider societal impacts beyond profits. 33. Six sigma dmaic - ANSWER Define, Measure, Analyze, Improve, Control 34. 4 key measures of six sigma performance - ANSWER Defects per unit, defects per opportunity, defects per million opportunities (dpmo), sigma level 35. Lean operations - ANSWER eliminates waste through continuous improvement and focus on exactly what the customer wants 36. 4 basic principles of lean operating systems - ANSWER Pull production, continuous flow, takt time, zero defects 37. Takt time - ANSWER Desired rate of production to meet customer demands - calculated as available 38. Operations Management - ANSWER Science and art of ensuring successful creation and delivery of goods and services. 39. Efficiency - ANSWER Measure of how well resources are used in creating outputs. 40. Cost - ANSWER Expenses incurred in operations. 41. Quality - ANSWER Level of excellence in goods and services. 42. Value - ANSWER Perception of benefits relative to customer willingness to pay. 43. Customer Benefit Package - ANSWER Defined set of tangible and intangible features recognized by customers. 44. Moment of Truth - ANSWER Customer contact with delivery system creating an impression. 45. Value Chain - ANSWER Network of facilities and processes describing flow from suppliers to customers. 46. Value-Creation - ANSWER Focused on producing primary goods or services creating customer value. 47. Eras of Operations Management - ANSWER Historical periods focusing on different aspects of operations. 48. Sustainability - ANSWER Managing risks to preserve resources for future generations. 49. Organizational Performance Measures - ANSWER Categories including financial, customer, quality, time, flexibility, innovation, productivity, and sustainability. 50. Customer-Satisfaction Measurement System - ANSWER Provides customer ratings and their impact on future buying behavior. 51. Five Dimensions of Service Quality - ANSWER Tangibles, reliability, responsiveness, assurance, empathy. 52. Productivity - ANSWER Ratio of output to input in a process. 53. Operational Efficiency - ANSWER Ability to provide goods and services with minimal waste. 54. Corporate Social Responsibility (CSR) - ANSWER Helps a company be socially accountable to itself, its stakeholders, and the public 55. Ethics in Operations Management - ANSWER Is concerned with the way how profit is obtained rather than with the quantity of profit which is considered enough 56. Quality Management - ANSWER Refers to systematic policies, methods, and procedures used to ensure that goods and services are produced with appropriate levels of quality to meet the needs of customers 57. Five Dimensions of Service Quality - ANSWER Reliability, Responsiveness, Assurance, Empathy, Tangibles 58. Deming Philosophy - ANSWER Focuses on bringing about improvements in product and service quality by reducing variability in goods and service design and associated processes 59. Crosby's Absolutes of Quality Management - ANSWER Quality means conformance to requirements, not elegance There is no such thing as a quality problem. Doing the job right the first time is always cheaper. Only performance measurement is the cost of quality, which is the expense of nonconformance. The only performance standard is Zero Defects. 60. Gap Model of Service Quality - ANSWER Five gaps can cause problems in service delivery and influence customer evaluations of service quality. Gap 1: the gap b/w what the customers want and management thinks customers want. Gap 2: the gap b/w what management thinks customers want and the quality specifications management develops to provide the service. Gap 3: the gap b/w the service quality specifications and the service that is provided. Gap 4: the gap b/w what the company provides and what the customer is told it provides. Gap 5: the gap b/w the service that customers receive and the service they want. 61. International Organization for Standardization (ISO) - ANSWER To standardize quality requirements for European countries within the Common Market 62. Six Sigma - ANSWER A business improvement approach that seeks to find and eliminate causes of defects and errors in manufacturing and service processes by focusing on outputs that are critical to customers, resulting in a clear financial return for the organization 63. The Six Sigma Problem-Solving Approach - ANSWER Define, Measure, Analyze, Improve, and Control (DMAIC) 64. Four Key Measures of a Performance - ANSWER Accuracy, Cycle time, Cost, and Customer Satisfaction 65. Cost of Quality (COQ) - ANSWER The costs associated with avoiding poor quality or those incurred as a result of poor quality 66. Seven QC (Quality Control) Tools - ANSWER Flowcharts, Check Sheets, Histograms, Pareto Diagrams, Cause-and-Effect diagrams, Scatter Diagrams, and Control Charts 67. Kaizen - ANSWER Focuses on small, gradual, and frequent improvements over the long term, with minimum financial investment and with participation by everyone in the organization 68. Kaizen - ANSWER Japanese term for continuous improvement 69. Breakthrough Improvement - ANSWER Refers to discontinuous change, as opposed to the gradual, continuous improvement philosophy of Kaizen. 70. The 1:10:100 Rule - ANSWER -If you find errors during you design phase, it costs $1 to fix -If you find errors during the production phase, it costs $10 to fix -If you find errors after the customer has it, it costs $100 to fix 71. Quality at the source - ANSWER The people responsible for the work control the quality of their processes by identifying and correcting any defects or errors when they first are recognized or occur 72. Poka-Yoke approach - ANSWER An approach for mistake-proofing processes using automatic devices or simply methods to avoid human error 73. Variation and Statistical Process Control - ANSWER Used to distinguish between common cause variation and special cause variation 74. Process Capacity - ANSWER The maximum rate with which the process can generate outputs 75. Lean Operating Systems - ANSWER Manufacturing and service operations that apply the principles of lean enterprise 76. Lean Operating Systems Four Basic Principles - ANSWER Elimination of waste, Increased speed and response, Improved quality, Reduced cost 77. Lean tools - ANSWER Seek to eliminate processes that aren't valuable 78. Single Minute Exchange of Dies (SMED) - ANSWER The quick setup or changeover of tooling and fixtures in processes so that multiple products in smaller batches can be run on the same equipment 79. Batching - ANSWER Producing large quantities of items as a group before being transferred to the next operation 80. Continuous Improvement - ANSWER The ongoing improvement of products, services or processes through incremental and breakthrough improvements. 81. Total Productive Maintenance (TPM) - ANSWER focused on ensuring that operating systems will perform their intended function reliably 82. Just In Time - ANSWER Focuses on the business side of improving the manufacturing process by lowering costs and reducing lag times 83. Push System - ANSWER Represents the initial point of the supply chain cycle, focusing on the warehousing and transportation of goods 84. Pull System - ANSWER a concept that results in material being produced only when requested and moved to where it is needed just as it is needed 85. Kanban System - ANSWER A production control approach that uses containers, cards, or visual cues to control the production and movement of goods through the supply chain 86. Takt Time - ANSWER Cycle time needed to match the rate of production to the rate of sales or consumption 87. Design for Environment - ANSWER The explicit consideration of environmental concerns during the design of goods, services, and processes and includes such practices as designing for recycling and disassembly 88. Design for Manufacturability - ANSWER The process of designing a product for efficient production at the highest level of quality 89. Prototype - ANSWER A full-scale working model used to test a design concept by making actual observations and necessary adjustments. 90. Quality Function Deployment - ANSWER An approach that integrates the "voice of the customer" into both product and service development 91. Reliability - ANSWER The probability that a manufactured good, piece of equipment, or system performs its intended function for a state period of time under specified operating conditions 92. Service Recovery - ANSWER The process of correcting a service upset and satisfying the customer 93. Postponement - ANSWER Process of delaying product customization until the product is closer to the customer at the end of the supply chain 94. Blockchain - ANSWER A distributed database network that holds records of digital data and events in a way that makes them tamper-resistant. 95. Continuous Flow Processes - ANSWER Create highly standardized goods or services, usually around the clock in very high volumes 96. Make to Order - ANSWER Generally produced and delivered as one of a kind or in small quantities and designed to meet specific customers' specifications 97. Flow Shop Processes - ANSWER Organized around a fixed sequence of activities and process steps, such as an assembly line, to produce a limited variety of similar goods or services 98. Job Shop Processes - ANSWER Organized around particular types of general-purpose equipment that are flexible and capable of customizing work for individual customers 99. Assemble to Order - ANSWER Configurations of standard parts, subassemblies, or services that can be selected by customers from a limited set 100. Make to Stock - ANSWER Made according to a fixed design, and the customer has no options from which to choose 101. Value Stream - ANSWER Refers to all value-added activities involved in designing, producing, and delivering goods and services to customers