WGU C215 OA OPERATIONS MANAGEMENT
QUESTIONS AND ANSWERS (2025/ 2026)
Which definition is used for quality evaluates how well a product performs its intended function?
-Statistical Quality Control Charts
-Fitness quality for use
-Product design quality
-14 points for quality improvement - ANSWER-Fitness for use
Which total quality management (TQM) process was developed to stress management's responsibility
for quality?
-Statistical Quality Control Charts
-Fitness quality for use
-Product design quality
-14 points for quality improvement - ANSWER-14 points for quality improvement
Which total quality management (TQM) process consists of 13 published standards and guidelines?
-ISO 9002
-ISO 9001
-ISO 9000
-ISO 1400 - ANSWER-ISO 9000
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?
-Control Chart
-Flowchart
-Scatter Diagram
-Checklist - ANSWER-checklist
Which quality control tool should be used to monitor the current status or end result of a process?
-Control Chart
-Flowchart
-Scatter Diagram
-Checklist - ANSWER-Flowchart
Which group of keywords or phrases describes the crucial role that marketing plays in the total quality
management (TQM) process?
-Baseline for managing quality process; investment in preventative costs, budgeting
-Enhance competition, understand consumer preferences, maintain communication with operations
-Reward employees; motivate staff performance; manage operations planned changes
-Review and recommend product changes, satisfy customer needs; open communication - ANSWER-
Review and recommend product changes, satisfy customers needs, open communication
, What is the common theme in total quality management (TQM) across all functions in an organization?
-To enhance management software
-To ensure profit from product changes
-To satisfy customer needs
-To reward people rather than teams - ANSWER-To satisfy customer needs
Which concept of variation measures the central tendency of a set of data?
-Range
-Variable
-Mean
-Standard deviation - ANSWER-mean
What do assignable causes of variation indicate?
-Equipment was found to be out of control
-Human resources found an operator was at fault
-Out of control signals were found in the process
-A computer virus was found in the system - ANSWER-Equipment was found out of control
Which continuous improvement method does Cpk measure?
-What a process is capable of and how long it will take to conclude
-How close one is to a target and how consistent one is with the average performance
-Parts per million on the capability index
-The most common measurement process - ANSWER-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
-Facility location
-Technical tools
-Job design - ANSWER-people involvement
technical tools
Which strategy is used by some emergency rooms to overcome customer frustrations about long
waiting times?
-See each patient in the order they arrived
-Screen patients and fast track minor ailments
-Screen and schedule follow up appts for serious injuries
-Screen and send the last 25 to another facility - ANSWER-Screen patients and fast-track those with
minor ailments
Which two factors affect a service location decision?
-Warehouse storage
-Proximity to customers
-Closeness to manufacturing facilities
-Quality of life issues - ANSWER-Proximity to customers
Quality of life issues
Which is a key factor of a location analysis for a service company?
-Best operation level
QUESTIONS AND ANSWERS (2025/ 2026)
Which definition is used for quality evaluates how well a product performs its intended function?
-Statistical Quality Control Charts
-Fitness quality for use
-Product design quality
-14 points for quality improvement - ANSWER-Fitness for use
Which total quality management (TQM) process was developed to stress management's responsibility
for quality?
-Statistical Quality Control Charts
-Fitness quality for use
-Product design quality
-14 points for quality improvement - ANSWER-14 points for quality improvement
Which total quality management (TQM) process consists of 13 published standards and guidelines?
-ISO 9002
-ISO 9001
-ISO 9000
-ISO 1400 - ANSWER-ISO 9000
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?
-Control Chart
-Flowchart
-Scatter Diagram
-Checklist - ANSWER-checklist
Which quality control tool should be used to monitor the current status or end result of a process?
-Control Chart
-Flowchart
-Scatter Diagram
-Checklist - ANSWER-Flowchart
Which group of keywords or phrases describes the crucial role that marketing plays in the total quality
management (TQM) process?
-Baseline for managing quality process; investment in preventative costs, budgeting
-Enhance competition, understand consumer preferences, maintain communication with operations
-Reward employees; motivate staff performance; manage operations planned changes
-Review and recommend product changes, satisfy customer needs; open communication - ANSWER-
Review and recommend product changes, satisfy customers needs, open communication
, What is the common theme in total quality management (TQM) across all functions in an organization?
-To enhance management software
-To ensure profit from product changes
-To satisfy customer needs
-To reward people rather than teams - ANSWER-To satisfy customer needs
Which concept of variation measures the central tendency of a set of data?
-Range
-Variable
-Mean
-Standard deviation - ANSWER-mean
What do assignable causes of variation indicate?
-Equipment was found to be out of control
-Human resources found an operator was at fault
-Out of control signals were found in the process
-A computer virus was found in the system - ANSWER-Equipment was found out of control
Which continuous improvement method does Cpk measure?
-What a process is capable of and how long it will take to conclude
-How close one is to a target and how consistent one is with the average performance
-Parts per million on the capability index
-The most common measurement process - ANSWER-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
-Facility location
-Technical tools
-Job design - ANSWER-people involvement
technical tools
Which strategy is used by some emergency rooms to overcome customer frustrations about long
waiting times?
-See each patient in the order they arrived
-Screen patients and fast track minor ailments
-Screen and schedule follow up appts for serious injuries
-Screen and send the last 25 to another facility - ANSWER-Screen patients and fast-track those with
minor ailments
Which two factors affect a service location decision?
-Warehouse storage
-Proximity to customers
-Closeness to manufacturing facilities
-Quality of life issues - ANSWER-Proximity to customers
Quality of life issues
Which is a key factor of a location analysis for a service company?
-Best operation level
