OPMA 403 QUESTIONS AND ANSWERS OPERATIONS MANAGEMENT STUDY GUIDE 2026/2027
| COMPLETE COURSE REVIEW
What are the effects of quality on an organization? - correct answer ✔✔revenue, market share,
profits, reputation
Why is quality so important? - correct answer ✔✔1-International competitions-More choices
2-Consumer revolution-more choices
3-Producer revolution-Quality input from suppliers leads to better quality final product or
service.
What are the five product quality dimensions? - correct answer ✔✔1. Understood but difficult
to express(Intuitive)
2. Compnents and attributes-Expected and extras
3. Conforms to specs (design requirements)
4.Customer is satisfied (meets user wants/needs)
5. Value based- cost based
What are Garvins 8 quality dimensions? - correct answer ✔✔1.) Performance 2.
Features(additions to basic functions) 3. Reliability 4. Conformance(to specs)5.Durability 6.
Serviceability( repair) 7. Aesthetics 8. Percieved Quality (Opinion)
What are PZ&B's service quality dimensions? - correct answer ✔✔1.Tangibles (physical
appearance of facility) 2.) Service reliability 3. Responsiveness 4. Assurance (knowledge and
courtesy) 5.Empathy (also availability, professionalism, timeliness, completeness, pleasantness)
What varies the different perspectives on quality? - correct answer ✔✔The relationship one has
(parent, user, business user) to the product or service.
, What is the goal of supply chain management? - correct answer ✔✔To integrate all activities in
the supply chain to satisfy the customers need
What is "upstream on the supply chain" - correct answer ✔✔suppliers to business units
downstream? - correct answer ✔✔Business units (where materials are transformed) to the final
customers
What did supply chain evolve from? - correct answer ✔✔The value chain
How can you measure upstream (supplier) quality? - correct answer ✔✔ISO 9001 certification
Supplier development-EDI
Acceptance sampling
What are some of the core processes behind SCM? - correct answer ✔✔-Value Stream Mapping
(Flowcharts),
-Six Signma (Value Added)
- DMAIC (Define, Measure, Analyze, Improve, Control)
What is the SCM perspective behind Downstream? - correct answer ✔✔-Shipping and Logistics
-Reliability and delivery
-Customer support
What is the Operations Management Perspective? - correct answer ✔✔Concerned about
product and process design and the management of those activities.Increasing focus on the
customer
| COMPLETE COURSE REVIEW
What are the effects of quality on an organization? - correct answer ✔✔revenue, market share,
profits, reputation
Why is quality so important? - correct answer ✔✔1-International competitions-More choices
2-Consumer revolution-more choices
3-Producer revolution-Quality input from suppliers leads to better quality final product or
service.
What are the five product quality dimensions? - correct answer ✔✔1. Understood but difficult
to express(Intuitive)
2. Compnents and attributes-Expected and extras
3. Conforms to specs (design requirements)
4.Customer is satisfied (meets user wants/needs)
5. Value based- cost based
What are Garvins 8 quality dimensions? - correct answer ✔✔1.) Performance 2.
Features(additions to basic functions) 3. Reliability 4. Conformance(to specs)5.Durability 6.
Serviceability( repair) 7. Aesthetics 8. Percieved Quality (Opinion)
What are PZ&B's service quality dimensions? - correct answer ✔✔1.Tangibles (physical
appearance of facility) 2.) Service reliability 3. Responsiveness 4. Assurance (knowledge and
courtesy) 5.Empathy (also availability, professionalism, timeliness, completeness, pleasantness)
What varies the different perspectives on quality? - correct answer ✔✔The relationship one has
(parent, user, business user) to the product or service.
, What is the goal of supply chain management? - correct answer ✔✔To integrate all activities in
the supply chain to satisfy the customers need
What is "upstream on the supply chain" - correct answer ✔✔suppliers to business units
downstream? - correct answer ✔✔Business units (where materials are transformed) to the final
customers
What did supply chain evolve from? - correct answer ✔✔The value chain
How can you measure upstream (supplier) quality? - correct answer ✔✔ISO 9001 certification
Supplier development-EDI
Acceptance sampling
What are some of the core processes behind SCM? - correct answer ✔✔-Value Stream Mapping
(Flowcharts),
-Six Signma (Value Added)
- DMAIC (Define, Measure, Analyze, Improve, Control)
What is the SCM perspective behind Downstream? - correct answer ✔✔-Shipping and Logistics
-Reliability and delivery
-Customer support
What is the Operations Management Perspective? - correct answer ✔✔Concerned about
product and process design and the management of those activities.Increasing focus on the
customer
