C720 – Operations and Supply Chain Management (WGU) Complete Study Guide 2026–2027 OA Exam Prep & Review

C720 – Operations and Supply Chain Management
(WGU) Complete Study Guide 2026–2027 | OA Exam
Prep & Review
1. A customer was having trouble entering a vacation rental property. When the
o o o o o o o o o o o




customer contacted the host, the host came to help the customer within 10
o o o o o o o o o o o o o




minutes.
o




What is the service quality dimension demonstrated in the scenario? Assurance
o o o o o o o o o o




Reliability
Tangible
o




s
Responsiveness: Responsiveness o




2. A customer went to a service center to have new tires installed on their vehicle.
o o o o o o o o o o o o o o




An employee at the service center was polite and professional. They were clear in
o o o o o o o o o o o o o o




explaining the types of tires available, the replacement process, and the
o o o o o o o o o o o




warranty. They were able to answer all the customer's questions.
o o o o o o o o o o




What is the service quality dimension demonstrated in the scenario?
o o o o o o o o o




Responsiveness
o




Tangibles
Assurance
o




Reliability: Assurance
o o




3. A hotel manager periodically inspects each room of the hotel to assess its
o o o o o o o o o o o o




condition.
o




Which cost of quality does this scenario illustrate?
o o o o o o o




Appraisal costs
o o




Prevention costs Internal o o




failure costs
o o




Externalfailurecosts:AppraisalCosts
o o o o




4. A website for a utility company makes customers enter their bank payment
o o o o o o o o o o o




information twice. The system compares the data and only proceeds if the data
o o o o o o o o o o o o o




matches.
o




Which cost of quality is represented in this scenario?
o o o o o o o o





o o

,External failure costs o o




Prevention costs
o o




Internal failure costs
o o o




Appraisal costs: ExternalFailureCosts
o o o o




5. A small business wants to enhance the quality of its products. The business
o o o o o o o o o o o o




hasbeguntosendsurveys outtoaskwhichfeatures peoplelikeaboutthe
o o o o o o o o o o o o o o




products and whichfeatures they wouldlike tosee added.
o o o o o o o o o o




Which total quality management (TQM) principle is illustrated in the example?
o o o o o o o o o o




Continuous improvement
o o




Customer-centered focus o




Supplier relationships
o o




Performance measures: Customer-Centered Focus o o o




6. A manufacturing company sources many ofits components from another
o o o o o o o o o




business.Thecompany hassoughttoknow moreaboutthisotherbusiness over
o o o o o o o o o o o o o




otime and has been able to collaborate with the business to customize the
o o o o o o o o o o o o




components for optimal quality.
o o o o




What is the core concept of total quality management (TQM) demonstrated in
o o o o o o o o o o o




the scenario?
o o




Supplier relationships o




Continuous improvement
o o




Performance measures
o o




Employee involvement: SupplierRelationships o o o




7. Which activity is involved in the define phase of Six Sigma?
o o o o o o o o o o




oDetailing an improvement opportunity o o o




Assessing current process performance o o o




oIdentifying possible causes of defects o o o o




Trainingto follow new practices: DetailinganImprovementOpportunity
o o o o o o o o




8. Which phase of Six Sigma involves implementing measures to make errors
o o o o o o o o o o




more quickly detectable?
o o o




Control

o o

, Define
Measure
o




Analyze: Control
o o




9. After each tool in a manufacturing facility is produced, its maximum RPM is
o o o o o o o o o o o o




tested. A manager would like to use a data visualization tool to see how many of the
o o o o o o o o o o o o o o o o o




1,000 tools produced last week had a maximum RPM of 10,000-10,049, how many
o o o o o o o o o o o o o




had a maximum RPM of 10,050-10,099, etc.
o o o o o o o




Which tool of quality management is appropriate for this need?
o o o o o o o o o




Scatterplot
o




Check sheet o




Histogram
o




Flow chart: Histogram o o




10. A production facility manufactures avarying number of units per day. A
o o o o o o o o o o o




manager has data on the number of units produced and the number of defective
o o o o o o o o o o o o o o




ounits found for each day over the past several months. The manager would like
o o o o o o o o o o o o o




to use a data display to see if the number of defects is related to the total number
o o o o o o o o o o o o o o o o o o




of units produced per day.
o o o o o




What is the quality management tool that should be used in this situation?
o o o o o o o o o o o o




Control chart
o o




Scatterplot
Checksheet
o o




Pareto chart: Scatterplot o o




11. What is one of the factors that is accounted for in effective capacity? o o o o o o o o o o o o




Periods of reduced market demand
o o o o o




Planned employee breaks o o




Unplanned facility power outages
o o o o




Fixed and variable costs of production: PlannedEmployeeBreaks
o o o o o o o o




12. A t-shirt printing company has a design capacity of 40,000 shirts per month.
o o o o o o o o o o o o




Accounting for planned delays, the capacity is 31,000 shirts per month. Actual
o o o o o o o o o o o o




output is 26,000 shirts per month.
o o o o o o





o o