WGU C215 Operations Pre-Assesment
study Guide (Answered) Complete Solution
Which definition is used for quality evaluates how well a product performs its
intended function? eg. Jeep for mountain driving
Fitness for use
Which total quality management (TQM) process was developed to stress
management's responsibility for quality?
14 points for quality improvement
Total Quality Management (TQM)
a comprehensive approach - led by top management and supported throughout the
organization - dedicated to continuous quality improvement, training, and customer
satisfaction
Customer-defined quality
The meaning of quality as defined by the customer.
Value for price paid
Quality defined in terms of product or service usefulness for the price paid.
is a definition of quality that consumers ofen use for product or service usefulness. This
is the only definition that combines economics with consumer criteria;
Psychological criteria
A way of defining quality that focuses on judgmental evaluations of what constitutes
product or service excellence. eg Rolex or Lexus
Which total quality management (TQM) process consists of 13 published
standards and guidelines?
ISO 9000
Conformance to specifications
measures how well the product or service meets the targets and tolerances determined
by its designers. For example, the dimen-sions of a machine part
fitness for use
A product that can be used as it was intended
Six Sigma
A business process for improving quality, reducing costs, and increasing customer
satisfaction. Motorola was the first to implement it
A company manufactures shoes using a quality management system. The
company needs to put a process in place to measure any defects. The company
would like to measure the number of defects and observe the number of
occurrences to isolate the particular defect.
Which quality tool should the company use to focus on correcting this particular
issue?
checklist
Manufacturing vs. Service
Manufacturing and Service Organizations differ chiefly because manufacturing is goods-
oriented and service is act-oriented.
, ISO 9000 standards
Represent an international consensus of what constitutes effective quality management
as outlined by the International Organization for Standardization (ISO).
Which quality control tool should be used to monitor the current status or end
result of a process?
Control Chart
Control Chart
a time-ordered diagram that is used to determine whether observed variations are
abnormal
Which group of keywords or phrases describes the crucial role that marketing
plays in the total quality management (TQM) process?
Enhance competition; understand consumer preferences; maintain communication with
operations
What is the common theme in total quality management (TQM) across all
functions in an organization?
To satisfy customer needs
Which concept of variation measures the central tendency of a set of data?
mean
What do assignable causes of variation indicate?
Out-of-control signals were found in the process.
Which continuous improvement method does Cpk measure?
How close one is to a target and how consistent one is with the average performance
What are two important aspects of Six Sigma?
people involvement
technical tools
Which strategy is used by some emergency rooms to overcome customer
frustrations about long waiting times?
Screen patients and fast-track those with minor ailments
Which two factors affect a service location decision?
Proximity to customers
Quality of life issues
Which is a key factor of a location analysis for a service company?
Proximity to customers
What helps an organization identify and plan the actions necessary to meet
current and future customer demands?
capacity planning
Which capacity planning measurement tells how much capacity a company is
using?
Capacity utilization
Which two statements are true about effective capacity?
An effective capacity is a permanent measure used to achieve design capacity.
An effective capacity is lower than design capacity
When is capacity measurement at the best operating level?
When the average unit cost is minimized
Which two capacity measurement concepts should a firm consider when
conducting a location analysis?
study Guide (Answered) Complete Solution
Which definition is used for quality evaluates how well a product performs its
intended function? eg. Jeep for mountain driving
Fitness for use
Which total quality management (TQM) process was developed to stress
management's responsibility for quality?
14 points for quality improvement
Total Quality Management (TQM)
a comprehensive approach - led by top management and supported throughout the
organization - dedicated to continuous quality improvement, training, and customer
satisfaction
Customer-defined quality
The meaning of quality as defined by the customer.
Value for price paid
Quality defined in terms of product or service usefulness for the price paid.
is a definition of quality that consumers ofen use for product or service usefulness. This
is the only definition that combines economics with consumer criteria;
Psychological criteria
A way of defining quality that focuses on judgmental evaluations of what constitutes
product or service excellence. eg Rolex or Lexus
Which total quality management (TQM) process consists of 13 published
standards and guidelines?
ISO 9000
Conformance to specifications
measures how well the product or service meets the targets and tolerances determined
by its designers. For example, the dimen-sions of a machine part
fitness for use
A product that can be used as it was intended
Six Sigma
A business process for improving quality, reducing costs, and increasing customer
satisfaction. Motorola was the first to implement it
A company manufactures shoes using a quality management system. The
company needs to put a process in place to measure any defects. The company
would like to measure the number of defects and observe the number of
occurrences to isolate the particular defect.
Which quality tool should the company use to focus on correcting this particular
issue?
checklist
Manufacturing vs. Service
Manufacturing and Service Organizations differ chiefly because manufacturing is goods-
oriented and service is act-oriented.
, ISO 9000 standards
Represent an international consensus of what constitutes effective quality management
as outlined by the International Organization for Standardization (ISO).
Which quality control tool should be used to monitor the current status or end
result of a process?
Control Chart
Control Chart
a time-ordered diagram that is used to determine whether observed variations are
abnormal
Which group of keywords or phrases describes the crucial role that marketing
plays in the total quality management (TQM) process?
Enhance competition; understand consumer preferences; maintain communication with
operations
What is the common theme in total quality management (TQM) across all
functions in an organization?
To satisfy customer needs
Which concept of variation measures the central tendency of a set of data?
mean
What do assignable causes of variation indicate?
Out-of-control signals were found in the process.
Which continuous improvement method does Cpk measure?
How close one is to a target and how consistent one is with the average performance
What are two important aspects of Six Sigma?
people involvement
technical tools
Which strategy is used by some emergency rooms to overcome customer
frustrations about long waiting times?
Screen patients and fast-track those with minor ailments
Which two factors affect a service location decision?
Proximity to customers
Quality of life issues
Which is a key factor of a location analysis for a service company?
Proximity to customers
What helps an organization identify and plan the actions necessary to meet
current and future customer demands?
capacity planning
Which capacity planning measurement tells how much capacity a company is
using?
Capacity utilization
Which two statements are true about effective capacity?
An effective capacity is a permanent measure used to achieve design capacity.
An effective capacity is lower than design capacity
When is capacity measurement at the best operating level?
When the average unit cost is minimized
Which two capacity measurement concepts should a firm consider when
conducting a location analysis?
