C215 WGU PRACTICE EXAM QUESTIONS &
ANSWERS
Which definition used for quality evaluates how well a product performs its intended
function?
Fitness for use
Support services
Value for price paid
Psychological criteria - 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
14 points for quality improvement
Product design quality - Answer -14 points for quality improvement
Which total quality management (TQM) process consists of 13 published standards and
guidelines?
ISO 1400
ISO 9002
ISO 9001
ISO 9000 - 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?
Scatter diagram
Control chart
Flowchart
Checklist - Answer -Checklist
,Which quality control tool should be used to monitor the current status or end result of a
process?
Checklist
Flowchart
Control chart
Scatter diagram - Answer -Control chart
What are two important aspects of Six Sigma?
Choose 2 answers
Technical tools
People involvement
Job design
Facility location - Answer -Technical tools
People involvement
Which strategy is used by some emergency rooms to overcome customer frustrations
about long waiting times?
Screen patients and schedule follow-up appointments for those who have the most
serious injuries
Screen patients and fast-track those with minor ailments
Screen patients and send the last 25 to another facility
See each patient in the order in which they arrived - Answer -Screen patients and fast-
track those with minor ailments
Which two factors affect a service location decision?
Choose 2 answers
Closeness to manufacturing facilities
Proximity to customers
Warehouse storage
Quality-of-life issues - Answer -Proximity to customers
Quality-of-life issues
What is a key factor of a location analysis for a service company?
, Relations with community
Best operation level
Effective capacity
Proximity to customers - Answer -Proximity to customers
What helps an organization identify and plan the actions necessary to meet current and
future customer demands?
Production capacity
Software development
Capacity planning
Current economic conditions - Answer -Capacity planning
Which capacity planning measurement tells how much capacity a company is using?
Design capacity
Effective capacity
Capacity focus
Capacity utilization - Answer -Capacity utilization
Which group of keywords or phrases describes the critical 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
Review and recommend product changes; satisfy customer needs; open
communication
Reward employees; motivate staff performance; manage operations planned changes -
Answer -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
To enhance management software
To reward people rather than teams
To ensure profit from product changes - Answer -To satisfy customer needs
ANSWERS
Which definition used for quality evaluates how well a product performs its intended
function?
Fitness for use
Support services
Value for price paid
Psychological criteria - 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
14 points for quality improvement
Product design quality - Answer -14 points for quality improvement
Which total quality management (TQM) process consists of 13 published standards and
guidelines?
ISO 1400
ISO 9002
ISO 9001
ISO 9000 - 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?
Scatter diagram
Control chart
Flowchart
Checklist - Answer -Checklist
,Which quality control tool should be used to monitor the current status or end result of a
process?
Checklist
Flowchart
Control chart
Scatter diagram - Answer -Control chart
What are two important aspects of Six Sigma?
Choose 2 answers
Technical tools
People involvement
Job design
Facility location - Answer -Technical tools
People involvement
Which strategy is used by some emergency rooms to overcome customer frustrations
about long waiting times?
Screen patients and schedule follow-up appointments for those who have the most
serious injuries
Screen patients and fast-track those with minor ailments
Screen patients and send the last 25 to another facility
See each patient in the order in which they arrived - Answer -Screen patients and fast-
track those with minor ailments
Which two factors affect a service location decision?
Choose 2 answers
Closeness to manufacturing facilities
Proximity to customers
Warehouse storage
Quality-of-life issues - Answer -Proximity to customers
Quality-of-life issues
What is a key factor of a location analysis for a service company?
, Relations with community
Best operation level
Effective capacity
Proximity to customers - Answer -Proximity to customers
What helps an organization identify and plan the actions necessary to meet current and
future customer demands?
Production capacity
Software development
Capacity planning
Current economic conditions - Answer -Capacity planning
Which capacity planning measurement tells how much capacity a company is using?
Design capacity
Effective capacity
Capacity focus
Capacity utilization - Answer -Capacity utilization
Which group of keywords or phrases describes the critical 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
Review and recommend product changes; satisfy customer needs; open
communication
Reward employees; motivate staff performance; manage operations planned changes -
Answer -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
To enhance management software
To reward people rather than teams
To ensure profit from product changes - Answer -To satisfy customer needs
