Page 1 of 37
OPMA 317 FINAL EXAM | FREQUENTLY TESTED
QUESTIONS WITH CORRECT ANSWERS |
BRAND NEW!
During the Cold War, the risk of accidentally launching a nuclear
weapon was very real - ✔✔✔ Correct Answer > Failsafed by using non-
technical terms (war and peace) to launch the missile u would
turn key from peace to war
Failsafe Example: 5 cent self-destructing syringes - ✔✔✔ Correct
Answer > What? The syringe's plunger breaks when it is pulled back
for re-use
Why? 1.3 million people die every year because of the re-use of
syringes
Prevention - Checklists - ✔✔✔ Correct Answer > are effective and
efficient
formalize previous "lessons learned"
shares best practices
improvement is typically immediate and significant
ex. hospital operation procedure, 93% would want to use a
checklist
,Page 2 of 37
Design (product) quality - ✔✔✔ Correct Answer > the inherent value of
the product in the market place (the level of performance
targeted by the design)
ex. mercedes, palliser hotel
Conformance (process) quality - ✔✔✔ Correct Answer > the degree to
which the service or product design specifications are met
ex. toyota, super 8
Fitness for use (quality of product defined as) - ✔✔✔ Correct Answer >
Quality of design
Quality of conformance
Availability
Safety
Field Use
ex. ketchup bottle changed
Technical Quality - ✔✔✔ Correct Answer > the core element of the good
or service
eg. dental's medical knowledge and ability
,Page 3 of 37
Functional Quality - ✔✔✔ Correct Answer > customer perception of
how the good functions or the service is delivered
eg. dentist's manner/interpersonal skills
Customer Satisfaction - ✔✔✔ Correct Answer > customer's prior
expectations and perception of performance affect their
satisfaction
Satisfaction= (perception of performance)-(expectation)
Service Guarantee - ✔✔✔ Correct Answer > even after a service or
product failure, a service guarantee can increase the customer's
perception of performance
unconditional
easy to understand
meaningful
easy and painless to invoke
easy and quick to collect on
Six Sigma - ✔✔✔ Correct Answer > to reduce process variation to the
point where only 3,4 defects per million are produced by a
process that involves a high volume of manufactured units or
service transactions
- provides a framework and methods to analyze and evaluate
business processes and reduce waste
, Page 4 of 37
PDCA Cycle - ✔✔✔ Correct Answer > Plan - the improvement
(objectives/specifications)
Do - implement the improvement plan
Check - actual results versus planned results
Act - "adjust" so actual meets planned results
- principle of continuous improvement
ISO 9000
(certification standard) - ✔✔✔ Correct Answer > series of international
"generic management system standards"
purpose: to facilitate international trade by providing a single set
of standards that people everywhere will recognize and respect
ISO 14000
(certification standard) - ✔✔✔ Correct Answer > primarily concerned
with environmental management regarding what the
organization does to
- minimize harmful effects on the environmental caused by its
activities
- achieve continual improvement of its environmental
performance
OPMA 317 FINAL EXAM | FREQUENTLY TESTED
QUESTIONS WITH CORRECT ANSWERS |
BRAND NEW!
During the Cold War, the risk of accidentally launching a nuclear
weapon was very real - ✔✔✔ Correct Answer > Failsafed by using non-
technical terms (war and peace) to launch the missile u would
turn key from peace to war
Failsafe Example: 5 cent self-destructing syringes - ✔✔✔ Correct
Answer > What? The syringe's plunger breaks when it is pulled back
for re-use
Why? 1.3 million people die every year because of the re-use of
syringes
Prevention - Checklists - ✔✔✔ Correct Answer > are effective and
efficient
formalize previous "lessons learned"
shares best practices
improvement is typically immediate and significant
ex. hospital operation procedure, 93% would want to use a
checklist
,Page 2 of 37
Design (product) quality - ✔✔✔ Correct Answer > the inherent value of
the product in the market place (the level of performance
targeted by the design)
ex. mercedes, palliser hotel
Conformance (process) quality - ✔✔✔ Correct Answer > the degree to
which the service or product design specifications are met
ex. toyota, super 8
Fitness for use (quality of product defined as) - ✔✔✔ Correct Answer >
Quality of design
Quality of conformance
Availability
Safety
Field Use
ex. ketchup bottle changed
Technical Quality - ✔✔✔ Correct Answer > the core element of the good
or service
eg. dental's medical knowledge and ability
,Page 3 of 37
Functional Quality - ✔✔✔ Correct Answer > customer perception of
how the good functions or the service is delivered
eg. dentist's manner/interpersonal skills
Customer Satisfaction - ✔✔✔ Correct Answer > customer's prior
expectations and perception of performance affect their
satisfaction
Satisfaction= (perception of performance)-(expectation)
Service Guarantee - ✔✔✔ Correct Answer > even after a service or
product failure, a service guarantee can increase the customer's
perception of performance
unconditional
easy to understand
meaningful
easy and painless to invoke
easy and quick to collect on
Six Sigma - ✔✔✔ Correct Answer > to reduce process variation to the
point where only 3,4 defects per million are produced by a
process that involves a high volume of manufactured units or
service transactions
- provides a framework and methods to analyze and evaluate
business processes and reduce waste
, Page 4 of 37
PDCA Cycle - ✔✔✔ Correct Answer > Plan - the improvement
(objectives/specifications)
Do - implement the improvement plan
Check - actual results versus planned results
Act - "adjust" so actual meets planned results
- principle of continuous improvement
ISO 9000
(certification standard) - ✔✔✔ Correct Answer > series of international
"generic management system standards"
purpose: to facilitate international trade by providing a single set
of standards that people everywhere will recognize and respect
ISO 14000
(certification standard) - ✔✔✔ Correct Answer > primarily concerned
with environmental management regarding what the
organization does to
- minimize harmful effects on the environmental caused by its
activities
- achieve continual improvement of its environmental
performance
