1 | Page
WGU C215 Operations Management PVDC Final
Questions and Correct Answers/ Latest Update /
Already Graded
Which definition is used for quality, evaluates how well a product performs its
intended function?
Ans: Fitness for use
14 points for quality improvement
Ans: Which total quality management (TQM) process was developed to stress
management's responsibility for quality?
ISO 9000
Ans: Set of international standards on quality management and quality
assurance, critical to international business
-TQM process consists of 13 published standards and guidelines
-Like when joint commission shows up at the hospitals
Checklist
Ans: A list of common defects and the number of observed occurrences of
these defects.
scatter diagram
Ans: a plot of two variables showing whether they are related
Control Chart
Ans: A graph that shows whether a sample of data falls within the common or
normal range of variation.
© 2025/ 2026 | ® All rights reserved
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mean
Ans: A statistical measure of central tendency, or average, based on dividing a
total by the number of individual cases.
assignable causes of variation
Ans: -Causes can be identified and eliminated
-e.g. poor employee training, worn tool, machine needing repair
common causes or random
Ans: Stuff you cannot identify
-Random causes that we cannot identify, unavoidable
Cpk measures
Ans: How close one is to a target and how consistent one is with the average
performance.
-How closely it measures
Six Sigma
Ans: Technical tolls and people involvement
The empirical rule, 3 standard deviations. This is 3 sigma's.
6 sigmas and you are almost at 100%
DMAIC
DMAIC (Define, Measure, Analyze, Improve, Control)
Ans: a six sigma process that outlines the steps that should be followed to
improve an existing business process
define stage
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Ans: includes the voice of the customer and value stream
Job Design
Ans: It does not have anything to do with people.
-The process by which managers decide how to divide tasks into specific jobs
waiting time
Ans: -Screen patients and fast track those with minor ailments
-amount of time a process has been waiting in the ready queue
Service location decisions
Ans: -proximity to customers
-Quality of life issues
proximity to customers
Ans: -key factor of a location analysis for a service company
-if you need to have a car repaired, you wont drive too far.
Capacity Planning
Ans: Hospital- Capacity is beds and output is the patients. If you have 1 pt for 2
days and one for 3 days. The output is how many patients and not how many
beds we have.
capacity utilization
Ans: are you using more workers and what are your resources? Measures how
much of the available capacity is actually being used. Measures effectiveness.
Capacity Focus
© 2025/ 2026 | ® All rights reserved
WGU C215 Operations Management PVDC Final
Questions and Correct Answers/ Latest Update /
Already Graded
Which definition is used for quality, evaluates how well a product performs its
intended function?
Ans: Fitness for use
14 points for quality improvement
Ans: Which total quality management (TQM) process was developed to stress
management's responsibility for quality?
ISO 9000
Ans: Set of international standards on quality management and quality
assurance, critical to international business
-TQM process consists of 13 published standards and guidelines
-Like when joint commission shows up at the hospitals
Checklist
Ans: A list of common defects and the number of observed occurrences of
these defects.
scatter diagram
Ans: a plot of two variables showing whether they are related
Control Chart
Ans: A graph that shows whether a sample of data falls within the common or
normal range of variation.
© 2025/ 2026 | ® All rights reserved
, 2 | Page
mean
Ans: A statistical measure of central tendency, or average, based on dividing a
total by the number of individual cases.
assignable causes of variation
Ans: -Causes can be identified and eliminated
-e.g. poor employee training, worn tool, machine needing repair
common causes or random
Ans: Stuff you cannot identify
-Random causes that we cannot identify, unavoidable
Cpk measures
Ans: How close one is to a target and how consistent one is with the average
performance.
-How closely it measures
Six Sigma
Ans: Technical tolls and people involvement
The empirical rule, 3 standard deviations. This is 3 sigma's.
6 sigmas and you are almost at 100%
DMAIC
DMAIC (Define, Measure, Analyze, Improve, Control)
Ans: a six sigma process that outlines the steps that should be followed to
improve an existing business process
define stage
© 2025/ 2026 | ® All rights reserved
, 3 | Page
Ans: includes the voice of the customer and value stream
Job Design
Ans: It does not have anything to do with people.
-The process by which managers decide how to divide tasks into specific jobs
waiting time
Ans: -Screen patients and fast track those with minor ailments
-amount of time a process has been waiting in the ready queue
Service location decisions
Ans: -proximity to customers
-Quality of life issues
proximity to customers
Ans: -key factor of a location analysis for a service company
-if you need to have a car repaired, you wont drive too far.
Capacity Planning
Ans: Hospital- Capacity is beds and output is the patients. If you have 1 pt for 2
days and one for 3 days. The output is how many patients and not how many
beds we have.
capacity utilization
Ans: are you using more workers and what are your resources? Measures how
much of the available capacity is actually being used. Measures effectiveness.
Capacity Focus
© 2025/ 2026 | ® All rights reserved
