WGU C215 Operations Management
PVDC Final Exam Questions and
Answers Graded A
Which definition is used for quality, evaluates how well a product performs its intended function?
✔✔Fitness for use
14 points for quality improvement ✔✔Which total quality management (TQM) process was
developed to stress management's responsibility for quality?
ISO 9000 ✔✔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 ✔✔A list of common defects and the number of observed occurrences of these defects.
scatter diagram ✔✔a plot of two variables showing whether they are related
Control Chart ✔✔A graph that shows whether a sample of data falls within the common or normal
range of variation.
mean ✔✔A statistical measure of central tendency, or average, based on dividing a total by the
number of individual cases.
assignable causes of variation ✔✔-Causes can be identified and eliminated
-e.g. poor employee training, worn tool, machine needing repair
,common causes or random ✔✔Stuff you cannot identify
-Random causes that we cannot identify, unavoidable
Cpk measures ✔✔How close one is to a target and how consistent one is with the average
performance.
-How closely it measures
Six Sigma ✔✔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) ✔✔a six sigma process that outlines the
steps that should be followed to improve an existing business process
define stage ✔✔includes the voice of the customer and value stream
Job Design ✔✔It does not have anything to do with people.
-The process by which managers decide how to divide tasks into specific jobs
waiting time ✔✔-Screen patients and fast track those with minor ailments
-amount of time a process has been waiting in the ready queue
Service location decisions ✔✔-proximity to customers
-Quality of life issues
proximity to customers ✔✔-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 ✔✔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 ✔✔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 ✔✔facilities that are small, specialized, and focused on a narrow set of objectives.
effective capacity ✔✔
capacity measurement at the best operating level ✔✔when the average unit cost is minimized
center of gravity approach ✔✔an 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 ✔✔the 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 ✔✔classic assembly line. A line process, a continuous process.
Project Process ✔✔make a one-at-a-time product exactly to customer specifications, expensive.
Like an automobile collision shop that does body and engine repair as well as custom vehicle paint
job.
Batch Process ✔✔a process in which goods or services are produced in groups (batches) and not
in a continuous stream eg. auto shop offers body repair, engine repair, and custom vehicle paint
options
PVDC Final Exam Questions and
Answers Graded A
Which definition is used for quality, evaluates how well a product performs its intended function?
✔✔Fitness for use
14 points for quality improvement ✔✔Which total quality management (TQM) process was
developed to stress management's responsibility for quality?
ISO 9000 ✔✔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 ✔✔A list of common defects and the number of observed occurrences of these defects.
scatter diagram ✔✔a plot of two variables showing whether they are related
Control Chart ✔✔A graph that shows whether a sample of data falls within the common or normal
range of variation.
mean ✔✔A statistical measure of central tendency, or average, based on dividing a total by the
number of individual cases.
assignable causes of variation ✔✔-Causes can be identified and eliminated
-e.g. poor employee training, worn tool, machine needing repair
,common causes or random ✔✔Stuff you cannot identify
-Random causes that we cannot identify, unavoidable
Cpk measures ✔✔How close one is to a target and how consistent one is with the average
performance.
-How closely it measures
Six Sigma ✔✔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) ✔✔a six sigma process that outlines the
steps that should be followed to improve an existing business process
define stage ✔✔includes the voice of the customer and value stream
Job Design ✔✔It does not have anything to do with people.
-The process by which managers decide how to divide tasks into specific jobs
waiting time ✔✔-Screen patients and fast track those with minor ailments
-amount of time a process has been waiting in the ready queue
Service location decisions ✔✔-proximity to customers
-Quality of life issues
proximity to customers ✔✔-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 ✔✔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 ✔✔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 ✔✔facilities that are small, specialized, and focused on a narrow set of objectives.
effective capacity ✔✔
capacity measurement at the best operating level ✔✔when the average unit cost is minimized
center of gravity approach ✔✔an 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 ✔✔the 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 ✔✔classic assembly line. A line process, a continuous process.
Project Process ✔✔make a one-at-a-time product exactly to customer specifications, expensive.
Like an automobile collision shop that does body and engine repair as well as custom vehicle paint
job.
Batch Process ✔✔a process in which goods or services are produced in groups (batches) and not
in a continuous stream eg. auto shop offers body repair, engine repair, and custom vehicle paint
options
