WGU C215 OPERATIONS MANAGEMENT
FINAL PAPER 2026 QUESTIONS WITH
ANSWERS
COMPETENCY 1: QUALITY MANAGEMENT (Questions 1–20)
1. Which of the following best defines "quality" from a manufacturing perspective?
A) The degree of customer service provided after the sale
B) The degree to which a product conforms to design specifications
C) The speed of delivery to the customer
D) The number of features included in a product
Answer: B
Rationale: From a manufacturing perspective, quality is about conformance to specifications. The
service perspective adds dimensions like responsiveness and empathy.
2. According to Joseph Juran, quality is defined as:
A) Zero defects
B) Fitness for use
C) Continuous improvement
D) Statistical process control
Answer: B
Rationale: Juran defined quality as "fitness for use" – the product must do what the user intends it to
do. Crosby defined quality as "conformance to requirements."
3. Which of the following is an example of an appraisal cost?
A) Employee training
B) Product rework
C) Incoming inspection of raw materials
D) Warranty claims
Answer: C
Rationale: Appraisal costs include inspection, testing, and auditing to ensure quality. Training is
prevention; rework is internal failure; warranty is external failure.
4. A company that implements a Six Sigma program aims to achieve:
A) Zero defects forever
,B) 3.4 defects per million opportunities
C) 99% quality level
D) ISO 9000 certification
Answer: B
Rationale: Six Sigma quality level, with the 1.5-sigma shift, equals 3.4 DPMO. Without the shift, it would
be 0.002 DPMO, which is unrealistic in practice.
5. What is the purpose of a Pareto chart in quality improvement?
A) To show the distribution of a single variable
B) To identify which problems have the greatest cumulative effect (80/20 rule)
C) To monitor process stability over time
D) To identify root causes of a specific problem
Answer: B
Rationale: Pareto charts are based on the 80/20 principle: 80% of problems often come from 20% of
causes. They display categories in descending order to prioritize which issues to address first.
6. A control chart shows seven consecutive points below the centerline but within the control limits.
This is:
A) A sign of special cause variation and should be investigated
B) Normal common cause variation and no action is needed
C) Proof that the process is perfectly capable
D) An indication that specifications have changed
Answer: A
Rationale: Seven points in a row on the same side of the centerline (a "run") is a Western Electric rule
indicating special cause variation, even though points are within limits.
7. Which of the following is NOT one of Deming's 14 Points?
A) Create constancy of purpose toward improvement
B) Cease dependence on mass inspection
C) Maximize short-term profits to fund quality initiatives
D) Drive out fear so everyone may work effectively
Answer: C
Rationale: Deming warned against short-term profit thinking. His points focus on long-term
improvement, not maximizing quarterly earnings.
8. The cost of quality (COQ) includes all EXCEPT:
A) Prevention costs
B) Appraisal costs
, C) Failure costs
D) Marketing costs
Answer: D
Rationale: COQ is the sum of prevention, appraisal, and failure (internal + external) costs. Marketing
costs are separate from quality costs.
9. A process capability index (Cpk) of 0.8 indicates:
A) The process is highly capable
B) The process is not capable
C) The process is centered perfectly
D) The process has zero variation
Answer: B
Rationale: Cpk < 1.0 means the process spread exceeds specification limits or the process is off-center,
resulting in defects. Cpk ≥ 1.33 is generally considered capable.
10. Which quality tool is used to plot the relationship between two variables (e.g., temperature and
defect rate)?
A) Histogram
B) Pareto chart
C) Scatter diagram
D) Control chart
Answer: C
Rationale: Scatter diagrams show correlation between two variables. They do not prove causation but
indicate whether a relationship exists.
11. Philip Crosby is most associated with which concept?
A) The Deming Prize
B) Quality is Free
C) The Juran Trilogy
D) The fishbone diagram
Answer: B
Rationale: Crosby argued that quality is free because the cost of poor quality (rework, returns, lost
customers) is so high that improving quality pays for itself.
12. The primary purpose of a run chart is to:
A) Display data in descending order
B) Show trends or patterns in data over time
FINAL PAPER 2026 QUESTIONS WITH
ANSWERS
COMPETENCY 1: QUALITY MANAGEMENT (Questions 1–20)
1. Which of the following best defines "quality" from a manufacturing perspective?
A) The degree of customer service provided after the sale
B) The degree to which a product conforms to design specifications
C) The speed of delivery to the customer
D) The number of features included in a product
Answer: B
Rationale: From a manufacturing perspective, quality is about conformance to specifications. The
service perspective adds dimensions like responsiveness and empathy.
2. According to Joseph Juran, quality is defined as:
A) Zero defects
B) Fitness for use
C) Continuous improvement
D) Statistical process control
Answer: B
Rationale: Juran defined quality as "fitness for use" – the product must do what the user intends it to
do. Crosby defined quality as "conformance to requirements."
3. Which of the following is an example of an appraisal cost?
A) Employee training
B) Product rework
C) Incoming inspection of raw materials
D) Warranty claims
Answer: C
Rationale: Appraisal costs include inspection, testing, and auditing to ensure quality. Training is
prevention; rework is internal failure; warranty is external failure.
4. A company that implements a Six Sigma program aims to achieve:
A) Zero defects forever
,B) 3.4 defects per million opportunities
C) 99% quality level
D) ISO 9000 certification
Answer: B
Rationale: Six Sigma quality level, with the 1.5-sigma shift, equals 3.4 DPMO. Without the shift, it would
be 0.002 DPMO, which is unrealistic in practice.
5. What is the purpose of a Pareto chart in quality improvement?
A) To show the distribution of a single variable
B) To identify which problems have the greatest cumulative effect (80/20 rule)
C) To monitor process stability over time
D) To identify root causes of a specific problem
Answer: B
Rationale: Pareto charts are based on the 80/20 principle: 80% of problems often come from 20% of
causes. They display categories in descending order to prioritize which issues to address first.
6. A control chart shows seven consecutive points below the centerline but within the control limits.
This is:
A) A sign of special cause variation and should be investigated
B) Normal common cause variation and no action is needed
C) Proof that the process is perfectly capable
D) An indication that specifications have changed
Answer: A
Rationale: Seven points in a row on the same side of the centerline (a "run") is a Western Electric rule
indicating special cause variation, even though points are within limits.
7. Which of the following is NOT one of Deming's 14 Points?
A) Create constancy of purpose toward improvement
B) Cease dependence on mass inspection
C) Maximize short-term profits to fund quality initiatives
D) Drive out fear so everyone may work effectively
Answer: C
Rationale: Deming warned against short-term profit thinking. His points focus on long-term
improvement, not maximizing quarterly earnings.
8. The cost of quality (COQ) includes all EXCEPT:
A) Prevention costs
B) Appraisal costs
, C) Failure costs
D) Marketing costs
Answer: D
Rationale: COQ is the sum of prevention, appraisal, and failure (internal + external) costs. Marketing
costs are separate from quality costs.
9. A process capability index (Cpk) of 0.8 indicates:
A) The process is highly capable
B) The process is not capable
C) The process is centered perfectly
D) The process has zero variation
Answer: B
Rationale: Cpk < 1.0 means the process spread exceeds specification limits or the process is off-center,
resulting in defects. Cpk ≥ 1.33 is generally considered capable.
10. Which quality tool is used to plot the relationship between two variables (e.g., temperature and
defect rate)?
A) Histogram
B) Pareto chart
C) Scatter diagram
D) Control chart
Answer: C
Rationale: Scatter diagrams show correlation between two variables. They do not prove causation but
indicate whether a relationship exists.
11. Philip Crosby is most associated with which concept?
A) The Deming Prize
B) Quality is Free
C) The Juran Trilogy
D) The fishbone diagram
Answer: B
Rationale: Crosby argued that quality is free because the cost of poor quality (rework, returns, lost
customers) is so high that improving quality pays for itself.
12. The primary purpose of a run chart is to:
A) Display data in descending order
B) Show trends or patterns in data over time
