WGU C720 OA- Operations and Supply Chain Management Exam| Complete Guide with Vocabularies| 2023/ 2024 Update
WGU C720 OA- Operations and Supply
Chain Management Exam| Complete Guide
with Vocabularies| 2023/ 2024 Update
Q: Poka-yoke
Answer:
Mistake proofing; an approach to prevent defects, such as color-coding parts so that customers
assemble the product correctly.
Q: Design for Manufacture and Assembly (DFMA)
Answer:
Products should be designed so that they are simple and inexpensive to produce.
Q: Design for Operations (DFO)
Answer:
Services should be simple and inexpensive.
Q: Statistical Process Control (SPC)
Answer:
The use of statistical methods to determine when a process that produces goods is getting close
to producing too many defects.
Q: W. Edwards Deming
Answer:
The most influential individual within the specialty of quality; After World War II, he went to
Japan to help rebuild their economy, and he was heralded for his influence. He went on to lecture
in the United States in the 1980s; he developed his 14 Points for the Transformation of
Management.
Q: Deming’s 14 Points for the Transformation of Management
Answer:
The system, not employees, cause defects; management is responsible for changing the system,
and they must take responsibility instead of blaming employees; Deming also stressed the use of
Statistical Process Control (SPC) and encouraged training in its use. Other highlights include
creating purpose, reduce fear, provide training and leadership, break down barriers between
departments, and eliminate slogans, work standards, and quotas.
Q: Joseph M. Juran
Answer:
He defined quality as “fitness for use”, from the customer’s perspective; he emphasized the need
for continuous improvement and stressed that quality must be built on quality planning, quality
control, and quality improvement.
Q: Quality Planning
Answer:
The development of products that appeal to the changing wants and needs of customers.
Q: Quality Control
Answer:
Ensure that the product fits the customer’s perception of fitness for use.
Q: Quality Improvement
Answer:
Leadership ought to lead efforts to eliminate waste and errors.
Q: Philip Crosby
Answer:
Wrote Quality is Free; he emphasized the complete elimination of failures to save money, as
most firms underestimate their failure costs and should evaluate all costs of quality; “Do it right
the first time”.
Q: Genichi Taguchi
Answer:
He helped develop Japan’s telephone system post-World War II. He designed experiments to
extract more data from each test. He argues for “robust design”, designs that guarantee high
quality despite variations, such as employee errors, that may occur during the processes that
produce the product; quality must, therefore, be built into the product.
Q: Kaoru Ishikawa
Answer:
He developed the Ishikawa/Fishbone diagram and quality circles.
Q: Ishikawa/Fishbone Diagram
Answer:
Helps establish cause-and-effect by identifying factors that contribute to outcomes or problems;
the factors are categories as People, Machines, Methods, Measurements, Materials, and
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