WGU C215 Operations Management
PVDC Final Questions with Verified
Answers
Which definition is used for quality, evaluates how well a product performs its intended
function? - ANSWERSFitness for use
14 points for quality improvement - ANSWERSWhich total quality management (TQM)
process was developed to stress management's responsibility for quality?
ISO 9000 - ANSWERSSet 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 - ANSWERSA list of common defects and the number of observed
occurrences of these defects.
scatter diagram - ANSWERSa plot of two variables showing whether they are related
Control Chart - ANSWERSA graph that shows whether a sample of data falls within the
common or normal range of variation.
mean - ANSWERSA statistical measure of central tendency, or average, based on
dividing a total by the number of individual cases.
assignable causes of variation - ANSWERS-Causes can be identified and eliminated
-e.g. poor employee training, worn tool, machine needing repair
common causes or random - ANSWERSStuff you cannot identify
-Random causes that we cannot identify, unavoidable
Cpk measures - ANSWERSHow close one is to a target and how consistent one is with
the average performance.
-How closely it measures
Six Sigma - ANSWERSTechnical 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) - ANSWERSa six sigma process
that outlines the steps that should be followed to improve an existing business process
define stage - ANSWERSincludes the voice of the customer and value stream
Job Design - ANSWERSIt does not have anything to do with people.
-The process by which managers decide how to divide tasks into specific jobs
waiting time - ANSWERS-Screen patients and fast track those with minor ailments
-amount of time a process has been waiting in the ready queue
Service location decisions - ANSWERS-proximity to customers
-Quality of life issues
proximity to customers - ANSWERS-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 - ANSWERSHospital- 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 - ANSWERSare you using more workers and what are your
resources? Measures how much of the available capacity is actually being used.
Measures effectiveness.
Capacity Focus - ANSWERSfacilities that are small, specialized, and focused on a
narrow set of objectives.
effective capacity - ANSWERS
capacity measurement at the best operating level - ANSWERSwhen the average unit
cost is minimized
center of gravity approach - ANSWERSan approach for locating a single facility that
minimizes the distance to existing facilities.
-use the breakeven analysis -how many units needed to manufacture to breakeven.
break-even analysis - ANSWERSthe process of determining the number of units a firm
must sell to cover all costs. Considers fixed costs, variable costs.eg Fed EX is in
Tennessee so it will be in the middle
repetitive process - ANSWERSclassic assembly line. A line process, a continuous
process.
PVDC Final Questions with Verified
Answers
Which definition is used for quality, evaluates how well a product performs its intended
function? - ANSWERSFitness for use
14 points for quality improvement - ANSWERSWhich total quality management (TQM)
process was developed to stress management's responsibility for quality?
ISO 9000 - ANSWERSSet 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 - ANSWERSA list of common defects and the number of observed
occurrences of these defects.
scatter diagram - ANSWERSa plot of two variables showing whether they are related
Control Chart - ANSWERSA graph that shows whether a sample of data falls within the
common or normal range of variation.
mean - ANSWERSA statistical measure of central tendency, or average, based on
dividing a total by the number of individual cases.
assignable causes of variation - ANSWERS-Causes can be identified and eliminated
-e.g. poor employee training, worn tool, machine needing repair
common causes or random - ANSWERSStuff you cannot identify
-Random causes that we cannot identify, unavoidable
Cpk measures - ANSWERSHow close one is to a target and how consistent one is with
the average performance.
-How closely it measures
Six Sigma - ANSWERSTechnical 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) - ANSWERSa six sigma process
that outlines the steps that should be followed to improve an existing business process
define stage - ANSWERSincludes the voice of the customer and value stream
Job Design - ANSWERSIt does not have anything to do with people.
-The process by which managers decide how to divide tasks into specific jobs
waiting time - ANSWERS-Screen patients and fast track those with minor ailments
-amount of time a process has been waiting in the ready queue
Service location decisions - ANSWERS-proximity to customers
-Quality of life issues
proximity to customers - ANSWERS-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 - ANSWERSHospital- 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 - ANSWERSare you using more workers and what are your
resources? Measures how much of the available capacity is actually being used.
Measures effectiveness.
Capacity Focus - ANSWERSfacilities that are small, specialized, and focused on a
narrow set of objectives.
effective capacity - ANSWERS
capacity measurement at the best operating level - ANSWERSwhen the average unit
cost is minimized
center of gravity approach - ANSWERSan approach for locating a single facility that
minimizes the distance to existing facilities.
-use the breakeven analysis -how many units needed to manufacture to breakeven.
break-even analysis - ANSWERSthe process of determining the number of units a firm
must sell to cover all costs. Considers fixed costs, variable costs.eg Fed EX is in
Tennessee so it will be in the middle
repetitive process - ANSWERSclassic assembly line. A line process, a continuous
process.
