WGU C215 Operations Pre-Assesment study Guide (Answered) Complete Solution

WGU C215 Operations Pre-Assesment study Guide (Answered) Complete Solution Which definition is used for quality evaluates how well a product performs its intended function? eg. Jeep for mountain driving Fitness for use Which total quality management (TQM) process was developed to stress management's responsibility for quality? 14 points for quality improvement Total Quality Management (TQM) a comprehensive approach - led by top management and supported throughout the organization - dedicated to continuous quality improvement, training, and customer satisfaction Customer-defined quality The meaning of quality as defined by the customer. Value for price paid Quality defined in terms of product or service usefulness for the price paid. is a definition of quality that consumers ofen use for product or service usefulness. This is the only definition that combines economics with consumer criteria; Psychological criteria A way of defining quality that focuses on judgmental evaluations of what constitutes product or service excellence. eg Rolex or Lexus Which total quality management (TQM) process consists of 13 published standards and guidelines? ISO 9000 Conformance to specifications measures how well the product or service meets the targets and tolerances determined by its designers. For example, the dimen-sions of a machine part fitness for use A product that can be used as it was intended Six Sigma A business process for improving quality, reducing costs, and increasing customer satisfaction. Motorola was the first to implement it 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? checklist Manufacturing vs. Service Manufacturing and Service Organizations differ chiefly because manufacturing is goods-oriented and service is act-oriented. ISO 9000 standards Represent an international consensus of what constitutes effective quality management as outlined by the International Organization for Standardization (ISO). Which quality control tool should be used to monitor the current status or end result of a process? Control Chart Control Chart a time-ordered diagram that is used to determine whether observed variations are abnormal Which group of keywords or phrases describes the crucial role that marketing plays in the total quality management (TQM) process? Enhance competition; understand consumer preferences; maintain communication with operations What is the common theme in total quality management (TQM) across all functions in an organization? To satisfy customer needs Which concept of variation measures the central tendency of a set of data? mean What do assignable causes of variation indicate? Out-of-control signals were found in the process. Which continuous improvement method does Cpk measure? How close one is to a target and how consistent one is with the average performance What are two important aspects of Six Sigma? people involvement technical tools Which strategy is used by some emergency rooms to overcome customer frustrations about long waiting times? Screen patients and fast-track those with minor ailments Which two factors affect a service location decision? Proximity to customers Quality of life issues Which is a key factor of a location analysis for a service company? Proximity to customers What helps an organization identify and plan the actions necessary to meet current and future customer demands? capacity planning Which capacity planning measurement tells how much capacity a company is using? Capacity utilization Which two statements are true about effective capacity? An effective capacity is a permanent measure used to achieve design capacity. An effective capacity is lower than design capacity When is capacity measurement at the best operating level? When the average unit cost is minimized Which two capacity measurement concepts should a firm consider when conducting a location analysis?