WGU C215: Pre-Assessment Questions
and Answers
b ✔✔Which definition used for quality evaluates how well a product performs its intended
function?
a. Psychological criteria
b. Fitness for use
c. Value for price paid
d. Support services
c ✔✔Which total quality management (TQM) process was developed to stress management's
responsibility for quality?
a. Statistical quality control charts
b. Fitness quality for use
c. 14 points for quality improvement
d. Product design quality
a ✔✔Which total quality management (TQM) process consists of 13 published standards and
guidelines?
a. ISO 9000
b. ISO 9001
c. ISO 1400
d. ISO 9002
a ✔✔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?
a. Checklist
,b. Flowchart
c. Scatter diagram
d. Control chart
d ✔✔Which quality control tool should be used to monitor the current status or end result of a
process?
a. Scatter diagram
b. Flowchart
c. Checklist
d. Control chart
d ✔✔Which group of keywords or phrases describes the critical role that marketing plays in the
total quality management (TQM) process?
a. Baseline for managing quality process; investment in preventative costs; budgeting
b. Reward employees; motivate staff performance; manage operations planned changes
c. Review and recommend product changes; satisfy customer needs; open communication
d. Enhance competition; understand consumer preferences; maintain communication with
operations
c ✔✔What is the common theme in total quality management (TQM) across all functions in an
organization?
a. To ensure profit from product changes
b. To enhance management software
c. To satisfy customer needs
d. To reward people rather than teams
a ✔✔Which concept of variation measures the central tendency of a set of data?
a. Mean
b. Variable
c. Standard deviation
d. Range
, a ✔✔What do assignable causes of variation indicate?
a. Out-of-control signals were found in the process.
b. Equipment was found to be out of control.
c. Human resources found an operator was at fault.
c. A computer virus was found in the system.
c ✔✔Which continuous improvement method does C pk measure?
a. Parts per million on the capability index
b. The most common measurement process
c. How close one is to a target and how consistent one is with the average performance
d. What a process is capable of and how long it will take to conclude
a, b ✔✔What are two important aspects of Six Sigma?
a. Technical tools
b. People involvement
c. Facility location
d. Job design
d ✔✔Which strategy is used by some emergency rooms to overcome customer frustrations about
long waiting times?
a. Screen patients and send the last 25 to another facility
b. See each patient in the order in which they arrived
c. Screen patients and schedule follow-up appointments for those who have the most serious
injuries
d. Screen patients and fast-track those with minor ailments
b, c ✔✔Which two factors affect a service location decision?
a. Closeness to manufacturing facilities
b. Quality-of-life issues
and Answers
b ✔✔Which definition used for quality evaluates how well a product performs its intended
function?
a. Psychological criteria
b. Fitness for use
c. Value for price paid
d. Support services
c ✔✔Which total quality management (TQM) process was developed to stress management's
responsibility for quality?
a. Statistical quality control charts
b. Fitness quality for use
c. 14 points for quality improvement
d. Product design quality
a ✔✔Which total quality management (TQM) process consists of 13 published standards and
guidelines?
a. ISO 9000
b. ISO 9001
c. ISO 1400
d. ISO 9002
a ✔✔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?
a. Checklist
,b. Flowchart
c. Scatter diagram
d. Control chart
d ✔✔Which quality control tool should be used to monitor the current status or end result of a
process?
a. Scatter diagram
b. Flowchart
c. Checklist
d. Control chart
d ✔✔Which group of keywords or phrases describes the critical role that marketing plays in the
total quality management (TQM) process?
a. Baseline for managing quality process; investment in preventative costs; budgeting
b. Reward employees; motivate staff performance; manage operations planned changes
c. Review and recommend product changes; satisfy customer needs; open communication
d. Enhance competition; understand consumer preferences; maintain communication with
operations
c ✔✔What is the common theme in total quality management (TQM) across all functions in an
organization?
a. To ensure profit from product changes
b. To enhance management software
c. To satisfy customer needs
d. To reward people rather than teams
a ✔✔Which concept of variation measures the central tendency of a set of data?
a. Mean
b. Variable
c. Standard deviation
d. Range
, a ✔✔What do assignable causes of variation indicate?
a. Out-of-control signals were found in the process.
b. Equipment was found to be out of control.
c. Human resources found an operator was at fault.
c. A computer virus was found in the system.
c ✔✔Which continuous improvement method does C pk measure?
a. Parts per million on the capability index
b. The most common measurement process
c. How close one is to a target and how consistent one is with the average performance
d. What a process is capable of and how long it will take to conclude
a, b ✔✔What are two important aspects of Six Sigma?
a. Technical tools
b. People involvement
c. Facility location
d. Job design
d ✔✔Which strategy is used by some emergency rooms to overcome customer frustrations about
long waiting times?
a. Screen patients and send the last 25 to another facility
b. See each patient in the order in which they arrived
c. Screen patients and schedule follow-up appointments for those who have the most serious
injuries
d. Screen patients and fast-track those with minor ailments
b, c ✔✔Which two factors affect a service location decision?
a. Closeness to manufacturing facilities
b. Quality-of-life issues
