WGU C215 Operations Management
2026 OA & PA Review — 300 Questions
with Answers & Rationales
Welcome to this comprehensive exam review for WGU C215:
Operations Management. This resource is designed to mirror the actual
2026 Objective Assessment (OA) and Performance Assessment (PA)
content. Each question includes a detailed rationale to deepen your
understanding and ensure you are fully prepared for success on your first
attempt.
PART 1: TOTAL QUALITY MANAGEMENT (TQM) & QUALITY
TOOLS
Questions 1–80
1. Which total quality management (TQM) process was developed to
stress management's responsibility for quality?
A) ISO 9000
B) Six Sigma
C) 14 points for quality improvement
D) PDSA cycle
Correct Answer: C
Rationale: W. Edwards Deming developed the "14 Points" to guide
companies in quality improvement, emphasizing management's
responsibility for quality. This shifted the traditional view that workers
were solely responsible for defects.
,2. Which TQM process consists of 13 published standards and
guidelines?
A) Six Sigma
B) ISO 14000
C) ISO 9000
D) Malcolm Baldrige Award
Correct Answer: C
Rationale: ISO 9000 is a set of international quality standards and a
certification demonstrating companies have met the specified standards.
ISO 14000 addresses environmental responsibility rather than quality
management.
3. What is the most important principle of TQM?
A) Maximizing shareholder value
B) Meeting the needs and satisfaction of customers
C) Enhancing employee morale
D) Reducing operational costs
Correct Answer: B
Rationale: TQM is fundamentally a customer-focused philosophy.
Quality is defined as meeting or exceeding customer expectations.
Without customer satisfaction, continuous improvement efforts lack
direction and purpose.
4. The common theme in TQM across all functions in an
organization is to:
,A) Maximize shareholder value
B) Eliminate all forms of waste
C) Satisfy customer needs
D) Reduce employee turnover
Correct Answer: C
Rationale: TQM's most important principle is its focus on customer
needs and satisfaction. All quality efforts must ultimately align with
what customers value.
5. What is the primary focus of Six Sigma in operations
management?
A) Enhancing employee satisfaction
B) Reducing defects and improving quality
C) Lowering operational costs
D) Increasing production speed
Correct Answer: B
Rationale: Six Sigma is a disciplined, data-driven methodology for
eliminating defects, driving toward six standard deviations between the
mean and the nearest specification limit, resulting in approximately 3.4
defective parts per million.
6. What quality tool is used to record the frequency of occurrence of
certain process failures?
A) Pareto chart
B) Checklist
C) Cause-and-effect diagram
D) Control chart
, Correct Answer: B
Rationale: A checklist is a list of common defects and the number of
observed occurrences of these defects. It is a simple yet effective fact-
finding tool that allows the worker to collect specific information
regarding observed defects.
7. Which quality tool is also known as a fishbone diagram?
A) Pareto chart
B) Scatter diagram
C) Cause-and-effect diagram
D) Histogram
Correct Answer: C
Rationale: A cause-and-effect diagram identifies potential causes of
particular quality problems and is often called a fishbone diagram
because of its shape. It is a problem-solving tool commonly used by
quality control teams.
8. What type of chart evaluates whether a process is operating
within expectations?
A) Histogram
B) Control chart
C) Scatter diagram
D) Pareto chart
Correct Answer: B
2026 OA & PA Review — 300 Questions
with Answers & Rationales
Welcome to this comprehensive exam review for WGU C215:
Operations Management. This resource is designed to mirror the actual
2026 Objective Assessment (OA) and Performance Assessment (PA)
content. Each question includes a detailed rationale to deepen your
understanding and ensure you are fully prepared for success on your first
attempt.
PART 1: TOTAL QUALITY MANAGEMENT (TQM) & QUALITY
TOOLS
Questions 1–80
1. Which total quality management (TQM) process was developed to
stress management's responsibility for quality?
A) ISO 9000
B) Six Sigma
C) 14 points for quality improvement
D) PDSA cycle
Correct Answer: C
Rationale: W. Edwards Deming developed the "14 Points" to guide
companies in quality improvement, emphasizing management's
responsibility for quality. This shifted the traditional view that workers
were solely responsible for defects.
,2. Which TQM process consists of 13 published standards and
guidelines?
A) Six Sigma
B) ISO 14000
C) ISO 9000
D) Malcolm Baldrige Award
Correct Answer: C
Rationale: ISO 9000 is a set of international quality standards and a
certification demonstrating companies have met the specified standards.
ISO 14000 addresses environmental responsibility rather than quality
management.
3. What is the most important principle of TQM?
A) Maximizing shareholder value
B) Meeting the needs and satisfaction of customers
C) Enhancing employee morale
D) Reducing operational costs
Correct Answer: B
Rationale: TQM is fundamentally a customer-focused philosophy.
Quality is defined as meeting or exceeding customer expectations.
Without customer satisfaction, continuous improvement efforts lack
direction and purpose.
4. The common theme in TQM across all functions in an
organization is to:
,A) Maximize shareholder value
B) Eliminate all forms of waste
C) Satisfy customer needs
D) Reduce employee turnover
Correct Answer: C
Rationale: TQM's most important principle is its focus on customer
needs and satisfaction. All quality efforts must ultimately align with
what customers value.
5. What is the primary focus of Six Sigma in operations
management?
A) Enhancing employee satisfaction
B) Reducing defects and improving quality
C) Lowering operational costs
D) Increasing production speed
Correct Answer: B
Rationale: Six Sigma is a disciplined, data-driven methodology for
eliminating defects, driving toward six standard deviations between the
mean and the nearest specification limit, resulting in approximately 3.4
defective parts per million.
6. What quality tool is used to record the frequency of occurrence of
certain process failures?
A) Pareto chart
B) Checklist
C) Cause-and-effect diagram
D) Control chart
, Correct Answer: B
Rationale: A checklist is a list of common defects and the number of
observed occurrences of these defects. It is a simple yet effective fact-
finding tool that allows the worker to collect specific information
regarding observed defects.
7. Which quality tool is also known as a fishbone diagram?
A) Pareto chart
B) Scatter diagram
C) Cause-and-effect diagram
D) Histogram
Correct Answer: C
Rationale: A cause-and-effect diagram identifies potential causes of
particular quality problems and is often called a fishbone diagram
because of its shape. It is a problem-solving tool commonly used by
quality control teams.
8. What type of chart evaluates whether a process is operating
within expectations?
A) Histogram
B) Control chart
C) Scatter diagram
D) Pareto chart
Correct Answer: B
