C720 WGU OPERATIONS AND SUPPLY CHAIN
MANAGEMENT
Concurrent Engineering - Answers- Completing product design and process design
simultaneously.
Relative Advantage - Answers- Where one entity has an advantage over another; will
often trade their specialized products for those that they do not produce; companies
with a relative advantage are able to produce products at a lower cost than their
competitors.
What is the percentage of businesses that operate within the service sector? -
Answers- 88 percent
VIRAL - Answers- Value, Inimitable, rare, aptitude, and lifespan.
SWOT Analysis - Answers- Analyzing the internal (strengths and weaknesses) and
external (opportunities and threats) environments.
Requirements for developing competitive advantage - Answers- SWOT, business
process, competitive capabilities, and customer requirements.
Matching - Answers- Matching strengths to opportunities.
Converting - Answers- Converting weaknesses or threats into strengths or
opportunities.
Productivity - Answers- Output / Input; the goal is achieving more output given the
amount of inputs, thus saving money and reducing production costs.
Percent Change in Productivity - Answers- [(New Productivity - Old Productivity)/Old
Productivity] * 100
Costs of Quality - Answers- Failure costs, appraisal costs, and prevention costs.
Failure Costs - Answers- Costs accrued by the organization or customer as the result of
a failure of the product.
Appraisal Costs - Answers- Investments in measuring quality and assessing customer
satisfaction.
Prevention Costs - Answers- Investments designed to prevent defects from occurring.
Poka-yoke - Answers- Mistake proofing; an approach to prevent defects, such as color-
coding parts so that customers assemble the product correctly.
, Design for Manufacture and Assembly (DFMA) - Answers- Products should be
designed so that they are simple and inexpensive to produce.
Design for Operations (DFO) - Answers- Services should be simple and inexpensive.
Statistical Process Control (SPC) - Answers- The use of statistical methods to
determine when a process that produces goods is getting close to producing too many
defects.
Deming's 14 Points for the Transformation of Management - Answers- The system, not
employees, cause defects; management is responsible for changing the system, and
they must take responsibility instead of blaming employees; Deming also stressed the
use of Statistical Process Control (SPC) and encouraged training in its use. Other
highlights include creating purpose, reduce fear, provide training and leadership, break
down barriers between departments, and eliminate slogans, work standards, and
quotas.
Quality Planning - Answers- The development of products that appeal to the changing
wants and needs of customers.
Ishikawa/Fishbone Diagram - Answers- Helps establish cause-and-effect by identifying
factors that contribute to outcomes or problems; the factors are categories as People,
Machines, Methods, Measurements, Materials, and Environment and include intentional
and unintentional consequences and influence quality performance.
Quality Function Deployment (QFD) - Answers- Relating customer needs and
expectations to specific design characteristics through a series of grids or matrices.
House of Quality - Answers- The matrix used in Quality Function Deployment (QFD);
lists customer needs (WHATs), design characteristics related to these needs (HOWs),
the nature of the relationship between each customer's need and design characteristic
(WHAT versus HOW), the reasons for WHATs (WHYs), and performance comparisons
on design characteristics against competitors (HOW MUCH).
Quality Circles - Answers- A team from all levels who meet to discuss, analyze, and
eliminate quality issues using Deming's 14 points; a senior manager overseas their
progress and approves their changes.
Total Quality Management (TQM) - Answers- An organization-wide philosophy that calls
for 1) focusing on the customer, 2) quality function deployment, 3) responsibility for
quality, 4) team problem-solving, 5) employee training, and 6) fact-based management.
Plan-Do-Check-Act Cycle/Deming Wheel/Shewhart Cycle - Answers- A cycle of
continuous improvement that is repeated indefinitely. Planning involves using
appropriate tools to identify problems or improvement opportunities. Doing involves
MANAGEMENT
Concurrent Engineering - Answers- Completing product design and process design
simultaneously.
Relative Advantage - Answers- Where one entity has an advantage over another; will
often trade their specialized products for those that they do not produce; companies
with a relative advantage are able to produce products at a lower cost than their
competitors.
What is the percentage of businesses that operate within the service sector? -
Answers- 88 percent
VIRAL - Answers- Value, Inimitable, rare, aptitude, and lifespan.
SWOT Analysis - Answers- Analyzing the internal (strengths and weaknesses) and
external (opportunities and threats) environments.
Requirements for developing competitive advantage - Answers- SWOT, business
process, competitive capabilities, and customer requirements.
Matching - Answers- Matching strengths to opportunities.
Converting - Answers- Converting weaknesses or threats into strengths or
opportunities.
Productivity - Answers- Output / Input; the goal is achieving more output given the
amount of inputs, thus saving money and reducing production costs.
Percent Change in Productivity - Answers- [(New Productivity - Old Productivity)/Old
Productivity] * 100
Costs of Quality - Answers- Failure costs, appraisal costs, and prevention costs.
Failure Costs - Answers- Costs accrued by the organization or customer as the result of
a failure of the product.
Appraisal Costs - Answers- Investments in measuring quality and assessing customer
satisfaction.
Prevention Costs - Answers- Investments designed to prevent defects from occurring.
Poka-yoke - Answers- Mistake proofing; an approach to prevent defects, such as color-
coding parts so that customers assemble the product correctly.
, Design for Manufacture and Assembly (DFMA) - Answers- Products should be
designed so that they are simple and inexpensive to produce.
Design for Operations (DFO) - Answers- Services should be simple and inexpensive.
Statistical Process Control (SPC) - Answers- The use of statistical methods to
determine when a process that produces goods is getting close to producing too many
defects.
Deming's 14 Points for the Transformation of Management - Answers- The system, not
employees, cause defects; management is responsible for changing the system, and
they must take responsibility instead of blaming employees; Deming also stressed the
use of Statistical Process Control (SPC) and encouraged training in its use. Other
highlights include creating purpose, reduce fear, provide training and leadership, break
down barriers between departments, and eliminate slogans, work standards, and
quotas.
Quality Planning - Answers- The development of products that appeal to the changing
wants and needs of customers.
Ishikawa/Fishbone Diagram - Answers- Helps establish cause-and-effect by identifying
factors that contribute to outcomes or problems; the factors are categories as People,
Machines, Methods, Measurements, Materials, and Environment and include intentional
and unintentional consequences and influence quality performance.
Quality Function Deployment (QFD) - Answers- Relating customer needs and
expectations to specific design characteristics through a series of grids or matrices.
House of Quality - Answers- The matrix used in Quality Function Deployment (QFD);
lists customer needs (WHATs), design characteristics related to these needs (HOWs),
the nature of the relationship between each customer's need and design characteristic
(WHAT versus HOW), the reasons for WHATs (WHYs), and performance comparisons
on design characteristics against competitors (HOW MUCH).
Quality Circles - Answers- A team from all levels who meet to discuss, analyze, and
eliminate quality issues using Deming's 14 points; a senior manager overseas their
progress and approves their changes.
Total Quality Management (TQM) - Answers- An organization-wide philosophy that calls
for 1) focusing on the customer, 2) quality function deployment, 3) responsibility for
quality, 4) team problem-solving, 5) employee training, and 6) fact-based management.
Plan-Do-Check-Act Cycle/Deming Wheel/Shewhart Cycle - Answers- A cycle of
continuous improvement that is repeated indefinitely. Planning involves using
appropriate tools to identify problems or improvement opportunities. Doing involves
