WGU C215 PRE-ASSESSMENT PACTICE EXAM QUESTIONS WITH
CORRECT AND VERIFIED ANSWERS AND RATIONALES
Operations Management | 70 Ǫuestions
1. Quality Management and Six Sigma
Ǫuestions 1-11
Question 1
Which definition used for quality evaluates how well a product performs its intended function?
Correct answer: Fitness for use
Why it is correct: Fitness for use evaluates whether a product or service performs its intended function. The phrase ‘intended
function’ is the direct clue.
Why the other choices are wrong
Incorrect option Why it is wrong
Support services evaluates the assistance provided after purchase, not the product’
Support services
functional performance.
Value for price paid compares usefulness with cost; it does not ask whether the item
Value for price paid
performs its intended job.
Psychological criteria are subjective judgments of excellence, image, or appeal rath
Psychological criteria
than functional performance.
Test clue: Intended function = fitness for use.
Question 2
Which total quality management (TǪM) process was developed to stress management’s responsibility for quality?
Correct answer: 14 points for quality improvement
Why it is correct: W. Edwards Deming emphasized that management is responsible for quality and developed the 14 Points for
Ǫuality Improvement.
Why the other choices are wrong
Incorrect option Why it is wrong
Statistical quality control charts Statistical quality control charts are associated primarily with Walter Shewhart.
Fitness quality for use Fitness for use is Joseph Juran’s definition of quality.
Product design quality Product design quality and the loss function are associated with Genichi Taguchi.
Test clue: Deming = management responsibility + 14 Points.
1
,Question 3
Which total quality management (TǪM) process consists of several published standards and guidelines?
Correct answer: ISO G000
Why it is correct: ISO 9000 is the family of published international quality-management standards and guidelines.
Why the other choices are wrong
Incorrect option Why it is wrong
ISO 1400 ISO 1400 is not the recognized environmental standards family; that family is ISO 14
ISO 9002 was a specific historical standard within the ISO 9000 family, not the name
ISO G002
the overall family.
ISO 9001 is the certifiable quality-management-system standard within the broader
ISO G001
9000 family.
Test clue: Family of quality standards = ISO S000; environmental standards = ISO 14000.
Question 4
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?
Correct answer: Checklist
Why it is correct: A checklist records defect types and the number of times each defect occurs. That makes it the correct tool
for counting occurrences and isolating a recurring defect.
Why the other choices are wrong
Incorrect option Why it is wrong
A scatter diagram tests whether two variables appear related; it does not tally defect
Scatter diagram
frequencies.
A control chart monitors process stability over time using control limits; it is not prim
Control chart
a defect-count collection form.
A flowchart maps the sequence of process steps and helps locate where problems
Flowchart
occur, but it does not count defect occurrences.
Test clue: Count defect types and occurrences = checklist.
2
,Question 5
Which quality control tool should be used to monitor the current status or end result of a process?
Correct answer: Control chart
Why it is correct: A control chart displays process results over time against upper and lower control limits, showing whether the
process is currently in control.
Why the other choices are wrong
Incorrect option Why it is wrong
A checklist collects counts or observations but does not determine statistical proce
Checklist
control status.
Flowchart A flowchart documents process steps, not current performance relative to control li
A scatter diagram shows the relationship between two variables, not the status of on
Scatter diagram
process over time.
Test clue: Monitor process status over time = control chart.
Question 6
Which group of keywords or phrases describes the critical role that marketing plays in the total quality
management (TǪM) process?
Correct answer: Enhance competition; understand consumer preferences; maintain communication with operations
Why it is correct: Marketing supports TǪM by understanding customer preferences, monitoring the competitive market, and
communicating customer requirements to operations.
Why the other choices are wrong
Incorrect option Why it is wrong
Baseline for managing quality process; investment in Budgeting, preventive-cost investment, and establishing a financial baseline are pri
preventative costs; budgeting finance responsibilities.
This choice includes customer needs and communication, but ‘review and recomme
Review and recommend product changes; satisfy customer
product changes’ is not the clearest statement of marketing’s central TǪM role;
needs; open communication
marketing primarily gathers and communicates customer requirements.
Reward employees; motivate staff performance; manage Rewards, motivation, and employee-performance systems are primarily human-
operations planned changes resources responsibilities.
Test clue: Marketing translates the voice of the customer for operations.
3
, Question 7
What is the common theme in total quality management (TǪM) across all functions in an organization?
Correct answer: To satisfy customer needs
Why it is correct: TǪM is customer driven. Every function coordinates its work to satisfy customer needs through consistent
quality and continuous improvement.
Why the other choices are wrong
Incorrect option Why it is wrong
To enhance management software Management software may support quality activities, but it is not TǪM’s unifying pur
TǪM commonly emphasizes teamwork and process performance rather than reward
To reward people rather than teams
individuals instead of teams.
Profit can improve as quality improves, but profit from product changes is not the ce
To ensure profit from product changes
theme across all functions.
Test clue: TǪM’s common purpose = customer satisfaction.
Question 8
Which concept of variation measures the central tendency of a set of data?
Correct answer: Mean
Why it is correct: The mean is the arithmetic average and is a measure of central tendency.
Why the other choices are wrong
Incorrect option Why it is wrong
Range The range measures spread by subtracting the minimum from the maximum.
Standard deviation Standard deviation measures dispersion around the mean.
Variable A variable is a characteristic being measured, not a measure of central tendency.
Test clue: Center = mean; spread = range or standard deviation.
Question 9
What do assignable causes of variation indicate?
Correct answer: Out-of-control signals were found in the process.
Why it is correct: Assignable, or special, causes create nonrandom variation and are indicated by out-of-control signals on a
control chart.
Why the other choices are wrong
Incorrect option Why it is wrong
A computer virus could be a specific assignable cause in some settings, but it is not
A computer virus was found in the system.
general statistical indication the question asks for.
Operator error may be one assignable cause, but assignable variation is not limited t
Human resources found an operator was at fault.
employee fault.
Equipment malfunction may also be an assignable cause, but the general indicator i
Equipment was found to be out of control.
out-of-control process signal.
4
CORRECT AND VERIFIED ANSWERS AND RATIONALES
Operations Management | 70 Ǫuestions
1. Quality Management and Six Sigma
Ǫuestions 1-11
Question 1
Which definition used for quality evaluates how well a product performs its intended function?
Correct answer: Fitness for use
Why it is correct: Fitness for use evaluates whether a product or service performs its intended function. The phrase ‘intended
function’ is the direct clue.
Why the other choices are wrong
Incorrect option Why it is wrong
Support services evaluates the assistance provided after purchase, not the product’
Support services
functional performance.
Value for price paid compares usefulness with cost; it does not ask whether the item
Value for price paid
performs its intended job.
Psychological criteria are subjective judgments of excellence, image, or appeal rath
Psychological criteria
than functional performance.
Test clue: Intended function = fitness for use.
Question 2
Which total quality management (TǪM) process was developed to stress management’s responsibility for quality?
Correct answer: 14 points for quality improvement
Why it is correct: W. Edwards Deming emphasized that management is responsible for quality and developed the 14 Points for
Ǫuality Improvement.
Why the other choices are wrong
Incorrect option Why it is wrong
Statistical quality control charts Statistical quality control charts are associated primarily with Walter Shewhart.
Fitness quality for use Fitness for use is Joseph Juran’s definition of quality.
Product design quality Product design quality and the loss function are associated with Genichi Taguchi.
Test clue: Deming = management responsibility + 14 Points.
1
,Question 3
Which total quality management (TǪM) process consists of several published standards and guidelines?
Correct answer: ISO G000
Why it is correct: ISO 9000 is the family of published international quality-management standards and guidelines.
Why the other choices are wrong
Incorrect option Why it is wrong
ISO 1400 ISO 1400 is not the recognized environmental standards family; that family is ISO 14
ISO 9002 was a specific historical standard within the ISO 9000 family, not the name
ISO G002
the overall family.
ISO 9001 is the certifiable quality-management-system standard within the broader
ISO G001
9000 family.
Test clue: Family of quality standards = ISO S000; environmental standards = ISO 14000.
Question 4
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?
Correct answer: Checklist
Why it is correct: A checklist records defect types and the number of times each defect occurs. That makes it the correct tool
for counting occurrences and isolating a recurring defect.
Why the other choices are wrong
Incorrect option Why it is wrong
A scatter diagram tests whether two variables appear related; it does not tally defect
Scatter diagram
frequencies.
A control chart monitors process stability over time using control limits; it is not prim
Control chart
a defect-count collection form.
A flowchart maps the sequence of process steps and helps locate where problems
Flowchart
occur, but it does not count defect occurrences.
Test clue: Count defect types and occurrences = checklist.
2
,Question 5
Which quality control tool should be used to monitor the current status or end result of a process?
Correct answer: Control chart
Why it is correct: A control chart displays process results over time against upper and lower control limits, showing whether the
process is currently in control.
Why the other choices are wrong
Incorrect option Why it is wrong
A checklist collects counts or observations but does not determine statistical proce
Checklist
control status.
Flowchart A flowchart documents process steps, not current performance relative to control li
A scatter diagram shows the relationship between two variables, not the status of on
Scatter diagram
process over time.
Test clue: Monitor process status over time = control chart.
Question 6
Which group of keywords or phrases describes the critical role that marketing plays in the total quality
management (TǪM) process?
Correct answer: Enhance competition; understand consumer preferences; maintain communication with operations
Why it is correct: Marketing supports TǪM by understanding customer preferences, monitoring the competitive market, and
communicating customer requirements to operations.
Why the other choices are wrong
Incorrect option Why it is wrong
Baseline for managing quality process; investment in Budgeting, preventive-cost investment, and establishing a financial baseline are pri
preventative costs; budgeting finance responsibilities.
This choice includes customer needs and communication, but ‘review and recomme
Review and recommend product changes; satisfy customer
product changes’ is not the clearest statement of marketing’s central TǪM role;
needs; open communication
marketing primarily gathers and communicates customer requirements.
Reward employees; motivate staff performance; manage Rewards, motivation, and employee-performance systems are primarily human-
operations planned changes resources responsibilities.
Test clue: Marketing translates the voice of the customer for operations.
3
, Question 7
What is the common theme in total quality management (TǪM) across all functions in an organization?
Correct answer: To satisfy customer needs
Why it is correct: TǪM is customer driven. Every function coordinates its work to satisfy customer needs through consistent
quality and continuous improvement.
Why the other choices are wrong
Incorrect option Why it is wrong
To enhance management software Management software may support quality activities, but it is not TǪM’s unifying pur
TǪM commonly emphasizes teamwork and process performance rather than reward
To reward people rather than teams
individuals instead of teams.
Profit can improve as quality improves, but profit from product changes is not the ce
To ensure profit from product changes
theme across all functions.
Test clue: TǪM’s common purpose = customer satisfaction.
Question 8
Which concept of variation measures the central tendency of a set of data?
Correct answer: Mean
Why it is correct: The mean is the arithmetic average and is a measure of central tendency.
Why the other choices are wrong
Incorrect option Why it is wrong
Range The range measures spread by subtracting the minimum from the maximum.
Standard deviation Standard deviation measures dispersion around the mean.
Variable A variable is a characteristic being measured, not a measure of central tendency.
Test clue: Center = mean; spread = range or standard deviation.
Question 9
What do assignable causes of variation indicate?
Correct answer: Out-of-control signals were found in the process.
Why it is correct: Assignable, or special, causes create nonrandom variation and are indicated by out-of-control signals on a
control chart.
Why the other choices are wrong
Incorrect option Why it is wrong
A computer virus could be a specific assignable cause in some settings, but it is not
A computer virus was found in the system.
general statistical indication the question asks for.
Operator error may be one assignable cause, but assignable variation is not limited t
Human resources found an operator was at fault.
employee fault.
Equipment malfunction may also be an assignable cause, but the general indicator i
Equipment was found to be out of control.
out-of-control process signal.
4
