WGU C215 OPERATIONS
MANAGEMENT OA EXAM PREP –
COMPLETE 400 PRACTICE
QUESTIONS WITH VERIFIED
ANSWERS PLUS RATIONALES |
ALREADY GRADED A+ [MOST
RECENT] GUARANTEED PASS!!
QUESTION 1: According to Deming's philosophy, who is primarily responsible for
quality problems in an organization?
A) Front-line workers
B) Management
C) Suppliers
D) Customers
Answer: B) Management
Rationale: Deming emphasized that management is responsible for 85-94% of
quality problems. He believed that quality must be driven from the top down, with
management creating the systems and environment for quality, not blaming workers
for defects that result from systemic issues .
QUESTION 2: Which of the following is NOT one of Deming's 14 Points for Quality
Improvement?
A) Create constancy of purpose for improvement of product and service
B) Increase inspection to catch defects
C) Drive out fear
D) Break down barriers between departments
,Answer: B) Increase inspection to catch defects
Rationale: Deming's 14 Points emphasize prevention rather than inspection. He
believed that relying on mass inspection to catch defects after they occur is costly
and ineffective. Instead, quality should be built into the process .
QUESTION 3: Which of the following is an example of an appraisal cost?
A) Quality training
B) Product inspection
C) Warranty claims
D) Scrap and rework
Answer: B) Product inspection
Rationale: Appraisal costs are incurred to detect defects through inspection, testing,
and quality audits. Product inspection is an appraisal cost. Quality training is a
prevention cost, while warranty claims and scrap are failure costs .
QUESTION 4: Which 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
Answer: C) 14 points for quality improvement
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 .
QUESTION 5: Which TQM process consists of 13 published standards and
guidelines?
A) Six Sigma
B) ISO 14000
C) ISO 9000
D) Malcolm Baldrige Award
,Answer: C) ISO 9000
Rationale: ISO 9000 is a set of international quality management standards and a
certification demonstrating companies have met all the specified standards. ISO
14000 addresses environmental responsibility .
QUESTION 6: A process is in statistical control when:
A) It has no variation
B) It has only common cause variation
C) It has only special cause variation
D) It produces zero defects
Answer: B) It has only common cause variation
Rationale: A process in statistical control has only common cause variation and no
special cause variation. This means the process is stable and predictable, though it
may not be capable of meeting specifications .
QUESTION 7: What is the "80/20 rule" in quality management?
A) 80% of customers cause 20% of defects
B) 80% of quality problems come from 20% of the causes
C) 80% of products are defective
D) 80% of employees cause 20% of problems
Answer: B) 80% of quality problems come from 20% of the causes
Rationale: The Pareto principle (80/20 rule) states that roughly 80% of effects come
from 20% of causes. In quality management, this means that a small number of
defect types (the "vital few") cause the majority of quality problems .
QUESTION 8: Which phase of the DMAIC methodology involves defining the
problem and project goals?
A) Define
B) Measure
C) Analyze
D) Control
, Answer: A) Define
Rationale: The Define phase of DMAIC involves clearly defining the problem, project
scope, goals, and customer requirements. This phase establishes the foundation for
the entire Six Sigma project .
QUESTION 9: What is the Six Sigma quality level in terms of defects?
A) 100 defects per million opportunities
B) 3.4 defects per million opportunities
C) 1,000 defects per million opportunities
D) 10 defects per million opportunities
Answer: B) 3.4 defects per million opportunities
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 .
QUESTION 10: 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
Answer: B) Reducing defects and improving quality
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 .
QUESTION 11: Which of the following is an example of an internal failure cost?
A) Customer returns
B) Warranty claims
C) Product testing
D) Rework
Answer: D) Rework
Rationale: Internal failure costs are incurred when defects are found before the
MANAGEMENT OA EXAM PREP –
COMPLETE 400 PRACTICE
QUESTIONS WITH VERIFIED
ANSWERS PLUS RATIONALES |
ALREADY GRADED A+ [MOST
RECENT] GUARANTEED PASS!!
QUESTION 1: According to Deming's philosophy, who is primarily responsible for
quality problems in an organization?
A) Front-line workers
B) Management
C) Suppliers
D) Customers
Answer: B) Management
Rationale: Deming emphasized that management is responsible for 85-94% of
quality problems. He believed that quality must be driven from the top down, with
management creating the systems and environment for quality, not blaming workers
for defects that result from systemic issues .
QUESTION 2: Which of the following is NOT one of Deming's 14 Points for Quality
Improvement?
A) Create constancy of purpose for improvement of product and service
B) Increase inspection to catch defects
C) Drive out fear
D) Break down barriers between departments
,Answer: B) Increase inspection to catch defects
Rationale: Deming's 14 Points emphasize prevention rather than inspection. He
believed that relying on mass inspection to catch defects after they occur is costly
and ineffective. Instead, quality should be built into the process .
QUESTION 3: Which of the following is an example of an appraisal cost?
A) Quality training
B) Product inspection
C) Warranty claims
D) Scrap and rework
Answer: B) Product inspection
Rationale: Appraisal costs are incurred to detect defects through inspection, testing,
and quality audits. Product inspection is an appraisal cost. Quality training is a
prevention cost, while warranty claims and scrap are failure costs .
QUESTION 4: Which 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
Answer: C) 14 points for quality improvement
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 .
QUESTION 5: Which TQM process consists of 13 published standards and
guidelines?
A) Six Sigma
B) ISO 14000
C) ISO 9000
D) Malcolm Baldrige Award
,Answer: C) ISO 9000
Rationale: ISO 9000 is a set of international quality management standards and a
certification demonstrating companies have met all the specified standards. ISO
14000 addresses environmental responsibility .
QUESTION 6: A process is in statistical control when:
A) It has no variation
B) It has only common cause variation
C) It has only special cause variation
D) It produces zero defects
Answer: B) It has only common cause variation
Rationale: A process in statistical control has only common cause variation and no
special cause variation. This means the process is stable and predictable, though it
may not be capable of meeting specifications .
QUESTION 7: What is the "80/20 rule" in quality management?
A) 80% of customers cause 20% of defects
B) 80% of quality problems come from 20% of the causes
C) 80% of products are defective
D) 80% of employees cause 20% of problems
Answer: B) 80% of quality problems come from 20% of the causes
Rationale: The Pareto principle (80/20 rule) states that roughly 80% of effects come
from 20% of causes. In quality management, this means that a small number of
defect types (the "vital few") cause the majority of quality problems .
QUESTION 8: Which phase of the DMAIC methodology involves defining the
problem and project goals?
A) Define
B) Measure
C) Analyze
D) Control
, Answer: A) Define
Rationale: The Define phase of DMAIC involves clearly defining the problem, project
scope, goals, and customer requirements. This phase establishes the foundation for
the entire Six Sigma project .
QUESTION 9: What is the Six Sigma quality level in terms of defects?
A) 100 defects per million opportunities
B) 3.4 defects per million opportunities
C) 1,000 defects per million opportunities
D) 10 defects per million opportunities
Answer: B) 3.4 defects per million opportunities
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 .
QUESTION 10: 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
Answer: B) Reducing defects and improving quality
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 .
QUESTION 11: Which of the following is an example of an internal failure cost?
A) Customer returns
B) Warranty claims
C) Product testing
D) Rework
Answer: D) Rework
Rationale: Internal failure costs are incurred when defects are found before the
