WGU C215 Operations Management
Questions with Correct Answers
Methods analysis - ANSWERSProcess concerned with the detailed process for doing a
particular job
Conformation to specifications - ANSWERSMeasures how well the product of service
meets the targets and tolerances determined by its designers
Fitness for use - ANSWERSFocuses on how well the product performs its intended
function or use
Value for price paid - ANSWERSQuality that consumers often use for product or service
useful; Only definition that combines economics with consumer criteria
Support services - ANSWERSQuality does not apply only apply to the product or
service itself, it also applies to the people, processes and organization environment
associated with it.
Psychological criteria - ANSWERSA subjective definition that focuses on the judgmental
evaluation of what constitutes product or service quality
Walter Shewhart - ANSWERSContributed to understanding of process variability and
developed concept of statistical control charts.
Edwards Deming - ANSWERSStressed management's responsibility for quality and
developed "14 Points" to guide companies in quality improvement
Joseph Juran - ANSWERSDefined quality as "fitness for use"; Developed concept of
cost of quality.
Armand Feigenbaum - ANSWERSIntroduced concept of total quality control
Philip Crosby - ANSWERSCoined phrase "quality is free" and introduced concept of
zero defects
Kaoru Ishikawa - ANSWERSDeveloped cause and effect diagrams and concept of
"internal customer"
Genichi Taguchi - ANSWERSFocused on product design quality and developed
Tabuchi loss function
,Quality trilogy - ANSWERSQuality Planning
Quality Control
Quality Improvement
Quality planning - ANSWERSCompanies identify customers, product requirements and
overriding business goals.
Quality control - ANSWERSThe regular use of statistical control methods to ensure that
quality standards are met and to identify variations from the standards.
Quality improvement - ANSWERSShould not be just breakthroughs, but continuous as
well
Zero defects - ANSWERSNo amount of defects should be considered acceptable
Robust design - ANSWERSA design that results in a product that can perform over a
wide range of conditions
Taguchi loss function - ANSWERSCosts of quality increase as a quadratic function as
conformance values move away from the target.
Continuous improvement - ANSWERSA philosophy of never-ending improvement
Customer focus - ANSWERSGoal is to identify and meet customer needs
Employee empowerment - ANSWERSEmployees are expected to seek out, identify and
correct quality problems
Use of quality tools - ANSWERSOngoing employee training in the use of quality tools
Product design - ANSWERSProducts need to be designed to meet customer
expectations
Process management - ANSWERSQuality should be built into the process; sources of
quality problems should be identified and corrected
Managing supplier quality - ANSWERSQuality concepts must extend to a company's
suppliers
Kaizen - ANSWERSA Japanese term that describes the notion of a company
continually striving to be better through learning and problem solving
Plan-do-study-act (PDSA) cycle - ANSWERSA diagram that describes the activities that
need to be performed to incorporate continuous improvement into the operation
, Benchmarking - ANSWERSStudying the business practices of other companies for
purposes of comparison
External customers - ANSWERSThose that purchase the company's goods and
services
Internal customers - ANSWERSEmployees of the organization who receive goods or
services from others in the company.
Quality circle - ANSWERSA team of volunteer production employees and their
supervisors who meet regularly to solve quality problems
Cause and effect diagrams - ANSWERSA chart that identifies potential causes of
particular quality problems
Flowchart - ANSWERSA schematic of the sequence of steps involved in an operation or
process.
Checklist - ANSWERSA list of common defects and the number of observed
occurrences of these defects
Control charts - ANSWERSCharts used to evaluate whether a process is operating
within set expectations
Scatter diagrams - ANSWERSGraphs that show how two variables are related to each
other
Pareto Analysis - ANSWERSA technique used to identify quality problems based on
their degree of importance
Histograms - ANSWERSA chart that shows the frequency distribution of observed
values of a variable
Quality function deployment (QFD) - ANSWERSA tool used to translate the preferences
of the customer into specific technical requirements
Reliability - ANSWERSThe probability that a product, service, or part will perform as
intended
Quality at the the source - ANSWERSthe belief that it is best to uncover the source of
quality problems and eliminate it.
Malcolm Baldrige National Quality Award - ANSWERSAn award given annually to
companies that demonstrate quality excellence and establish best practice standards in
industry.
Questions with Correct Answers
Methods analysis - ANSWERSProcess concerned with the detailed process for doing a
particular job
Conformation to specifications - ANSWERSMeasures how well the product of service
meets the targets and tolerances determined by its designers
Fitness for use - ANSWERSFocuses on how well the product performs its intended
function or use
Value for price paid - ANSWERSQuality that consumers often use for product or service
useful; Only definition that combines economics with consumer criteria
Support services - ANSWERSQuality does not apply only apply to the product or
service itself, it also applies to the people, processes and organization environment
associated with it.
Psychological criteria - ANSWERSA subjective definition that focuses on the judgmental
evaluation of what constitutes product or service quality
Walter Shewhart - ANSWERSContributed to understanding of process variability and
developed concept of statistical control charts.
Edwards Deming - ANSWERSStressed management's responsibility for quality and
developed "14 Points" to guide companies in quality improvement
Joseph Juran - ANSWERSDefined quality as "fitness for use"; Developed concept of
cost of quality.
Armand Feigenbaum - ANSWERSIntroduced concept of total quality control
Philip Crosby - ANSWERSCoined phrase "quality is free" and introduced concept of
zero defects
Kaoru Ishikawa - ANSWERSDeveloped cause and effect diagrams and concept of
"internal customer"
Genichi Taguchi - ANSWERSFocused on product design quality and developed
Tabuchi loss function
,Quality trilogy - ANSWERSQuality Planning
Quality Control
Quality Improvement
Quality planning - ANSWERSCompanies identify customers, product requirements and
overriding business goals.
Quality control - ANSWERSThe regular use of statistical control methods to ensure that
quality standards are met and to identify variations from the standards.
Quality improvement - ANSWERSShould not be just breakthroughs, but continuous as
well
Zero defects - ANSWERSNo amount of defects should be considered acceptable
Robust design - ANSWERSA design that results in a product that can perform over a
wide range of conditions
Taguchi loss function - ANSWERSCosts of quality increase as a quadratic function as
conformance values move away from the target.
Continuous improvement - ANSWERSA philosophy of never-ending improvement
Customer focus - ANSWERSGoal is to identify and meet customer needs
Employee empowerment - ANSWERSEmployees are expected to seek out, identify and
correct quality problems
Use of quality tools - ANSWERSOngoing employee training in the use of quality tools
Product design - ANSWERSProducts need to be designed to meet customer
expectations
Process management - ANSWERSQuality should be built into the process; sources of
quality problems should be identified and corrected
Managing supplier quality - ANSWERSQuality concepts must extend to a company's
suppliers
Kaizen - ANSWERSA Japanese term that describes the notion of a company
continually striving to be better through learning and problem solving
Plan-do-study-act (PDSA) cycle - ANSWERSA diagram that describes the activities that
need to be performed to incorporate continuous improvement into the operation
, Benchmarking - ANSWERSStudying the business practices of other companies for
purposes of comparison
External customers - ANSWERSThose that purchase the company's goods and
services
Internal customers - ANSWERSEmployees of the organization who receive goods or
services from others in the company.
Quality circle - ANSWERSA team of volunteer production employees and their
supervisors who meet regularly to solve quality problems
Cause and effect diagrams - ANSWERSA chart that identifies potential causes of
particular quality problems
Flowchart - ANSWERSA schematic of the sequence of steps involved in an operation or
process.
Checklist - ANSWERSA list of common defects and the number of observed
occurrences of these defects
Control charts - ANSWERSCharts used to evaluate whether a process is operating
within set expectations
Scatter diagrams - ANSWERSGraphs that show how two variables are related to each
other
Pareto Analysis - ANSWERSA technique used to identify quality problems based on
their degree of importance
Histograms - ANSWERSA chart that shows the frequency distribution of observed
values of a variable
Quality function deployment (QFD) - ANSWERSA tool used to translate the preferences
of the customer into specific technical requirements
Reliability - ANSWERSThe probability that a product, service, or part will perform as
intended
Quality at the the source - ANSWERSthe belief that it is best to uncover the source of
quality problems and eliminate it.
Malcolm Baldrige National Quality Award - ANSWERSAn award given annually to
companies that demonstrate quality excellence and establish best practice standards in
industry.
