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WGU C215 Operations Management PVDC
Final Exam Questions and Answers 100%
Pass
Which definition is used for quality, evaluates how well a product performs its intended
function? - ANS Fitness for use
14 points for quality improvement - ANS Which total quality management (TQM) process
was developed to stress management's responsibility for quality?
ISO 9000 - ANS Set of international standards on quality management and quality assurance,
critical to international business
-TQM process consists of 13 published standards and guidelines
-Like when joint commission shows up at the hospitals
Checklist - ANS A list of common defects and the number of observed occurrences of these
defects.
scatter diagram - ANS a plot of two variables showing whether they are related
Control Chart - ANS A graph that shows whether a sample of data falls within the common or
normal range of variation.
1
, ©JASONMcCONNELL 2025 ALL RIGHTS RESERVED
mean - ANS A statistical measure of central tendency, or average, based on dividing a total
by the number of individual cases.
assignable causes of variation - ANS -Causes can be identified and eliminated
-e.g. poor employee training, worn tool, machine needing repair
common causes or random - ANS Stuff you cannot identify
-Random causes that we cannot identify, unavoidable
Cpk measures - ANS How close one is to a target and how consistent one is with the average
performance.
-How closely it measures
Six Sigma - ANS Technical tolls and people involvement
The empirical rule, 3 standard deviations. This is 3 sigma's.
6 sigmas and you are almost at 100%
DMAIC
DMAIC (Define, Measure, Analyze, Improve, Control) - ANS a six sigma process that outlines
the steps that should be followed to improve an existing business process
define stage - ANS includes the voice of the customer and value stream
Job Design - ANS It does not have anything to do with people.
-The process by which managers decide how to divide tasks into specific jobs
waiting time - ANS -Screen patients and fast track those with minor ailments
2
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-amount of time a process has been waiting in the ready queue
Service location decisions - ANS -proximity to customers
-Quality of life issues
proximity to customers - ANS -key factor of a location analysis for a service company
-if you need to have a car repaired, you wont drive too far.
Capacity Planning - ANS Hospital- Capacity is beds and output is the patients. If you have 1 pt
for 2 days and one for 3 days. The output is how many patients and not how many beds we
have.
capacity utilization - ANS are you using more workers and what are your resources?
Measures how much of the available capacity is actually being used. Measures effectiveness.
Capacity Focus - ANS facilities that are small, specialized, and focused on a narrow set of
objectives.
effective capacity - ANS
capacity measurement at the best operating level - ANS when the average unit cost is
minimized
center of gravity approach - ANS an approach for locating a single facility that minimizes the
distance to existing facilities.
-use the breakeven analysis -how many units needed to manufacture to breakeven.
3
WGU C215 Operations Management PVDC
Final Exam Questions and Answers 100%
Pass
Which definition is used for quality, evaluates how well a product performs its intended
function? - ANS Fitness for use
14 points for quality improvement - ANS Which total quality management (TQM) process
was developed to stress management's responsibility for quality?
ISO 9000 - ANS Set of international standards on quality management and quality assurance,
critical to international business
-TQM process consists of 13 published standards and guidelines
-Like when joint commission shows up at the hospitals
Checklist - ANS A list of common defects and the number of observed occurrences of these
defects.
scatter diagram - ANS a plot of two variables showing whether they are related
Control Chart - ANS A graph that shows whether a sample of data falls within the common or
normal range of variation.
1
, ©JASONMcCONNELL 2025 ALL RIGHTS RESERVED
mean - ANS A statistical measure of central tendency, or average, based on dividing a total
by the number of individual cases.
assignable causes of variation - ANS -Causes can be identified and eliminated
-e.g. poor employee training, worn tool, machine needing repair
common causes or random - ANS Stuff you cannot identify
-Random causes that we cannot identify, unavoidable
Cpk measures - ANS How close one is to a target and how consistent one is with the average
performance.
-How closely it measures
Six Sigma - ANS Technical tolls and people involvement
The empirical rule, 3 standard deviations. This is 3 sigma's.
6 sigmas and you are almost at 100%
DMAIC
DMAIC (Define, Measure, Analyze, Improve, Control) - ANS a six sigma process that outlines
the steps that should be followed to improve an existing business process
define stage - ANS includes the voice of the customer and value stream
Job Design - ANS It does not have anything to do with people.
-The process by which managers decide how to divide tasks into specific jobs
waiting time - ANS -Screen patients and fast track those with minor ailments
2
, ©JASONMcCONNELL 2025 ALL RIGHTS RESERVED
-amount of time a process has been waiting in the ready queue
Service location decisions - ANS -proximity to customers
-Quality of life issues
proximity to customers - ANS -key factor of a location analysis for a service company
-if you need to have a car repaired, you wont drive too far.
Capacity Planning - ANS Hospital- Capacity is beds and output is the patients. If you have 1 pt
for 2 days and one for 3 days. The output is how many patients and not how many beds we
have.
capacity utilization - ANS are you using more workers and what are your resources?
Measures how much of the available capacity is actually being used. Measures effectiveness.
Capacity Focus - ANS facilities that are small, specialized, and focused on a narrow set of
objectives.
effective capacity - ANS
capacity measurement at the best operating level - ANS when the average unit cost is
minimized
center of gravity approach - ANS an approach for locating a single facility that minimizes the
distance to existing facilities.
-use the breakeven analysis -how many units needed to manufacture to breakeven.
3
