WGU C215 Study Guide – FINAL Latest
Updated 2022 Already Passed
Total Quality Management (TQM) Philosophy ✔✔1. customer focus
- continuous improvement
- employee empowerment
- use of quality tools
- product design
- process management
- managing supplier quality
Process Capability Index (Cpk) ✔✔Basic function of Six Sigma. Measures the process potential
and performance of processes. The higher the range of Cpk, the improved is the ability of the
process to complete its necessities.
Six Sigma ✔✔A disciplined, data-driven approach and methodology for eliminating defects
(driving toward six standard deviations between the mean and the nearest specification limit) in
any process – from manufacturing to transactional and from product to service.
Design Capacity ✔✔The theoretical maximum output of a system in a given period under ideal
conditions.
Location Analysis ✔✔proximity to customers, transportation, source of labor, community attitude,
proximity to suppliers, and many other factors.
The technique for determining location decisions.
Line Processes ✔✔A type of process used to produce a large volume of a standardized product.
■ Limited customization and high volume
Batch Processes ✔✔A type of process used to produce a small number of products in groups or
batches based on customer orders or specifications.
■ High customization moderate volume
Project Processes ✔✔A type of process used to make a one-at-a-time product exactly to customer
specifications.
■ Most custom and lowest volume
Continuous Processes ✔✔A type of process that operates continually to produce a high volume of
a fully standardized product.
- No customization and as high a volume as possible
Bottleneck ✔✔Longest task in the process.
Flexible Manufacturing System (FMS) ✔✔A type of automated system that combines the
flexibility of intermittent operations with the efficiency of continuous operations.
Output/Input Control ✔✔A technique for monitoring the flow of jobs between work centers.
Value-Added ✔✔The net increase created during the transformation of inputs into final outputs.
Hybrid Layouts ✔✔Layouts that combine characteristics of process and product layouts. - Group technology layouts.
- Cell technology layouts.
- Grocery stores use hybrid layouts
Relationship Chart (REL) ✔✔Table that reflects opinions of managers with regard to the
importance of having any two departments close together.
Rectilinear Distance ✔✔The shortest distance between two locations using north-south and eastwest movements.
From-To Matrix ✔✔Table that gives the number of trips or units of product moved between any
pair of departments.
Block Plan ✔✔Schematic showing the placement of resources in a facility.
Mean Observed Times ✔✔The average of the observation times for each of the work elements.
Normal Time ✔✔The mean observed time multiplied by the performance rating factor by the
frequency of occurrence.
Standard Time ✔✔The length of time it should take a qualified worker using appropriate process
and tools to complete a specific job, allowing time for personal fatigue and unavoidable delays.
Just-in-Time (JIT) ✔✔A philosophy designed to achieve high-volume production through
elimination of waste and continuous improvement. Based on a “pull” system rather than a “push”
system. The three elements are just-in-time manufacturing, total quality management, and respect
for people.
Kanban card ✔✔A card that specifies the exact quantity of product that needs to be produced.
Tier One Suppliers ✔✔Supplies materials or services directly to the processing facility
WGU C215 Operations Management
Questions and Answers Already Passed
Advertising revenue model ✔✔Provides users with information on services and products and
provides an opportunity for suppliers to advertise
Affiliate revenue model ✔✔Companies receive a referral fee for directing business to an affiliate
Appraisal cost ✔✔The cost associated with uncovering defects
Automated order entry systems ✔✔A method using telephone models to send digital orders to
suppliers.
Backwards integration ✔✔Owning or controlling sources of raw materials and components.
Benchmarking ✔✔Studying other companies business practices for comparison.
Bullwhip effect ✔✔Inaccurate or distorted demand information created in the supply chain.
Business to Business commerce ✔✔Businesses buying and selling to other businesses.
Business to consumer commerce ✔✔Businesses selling to individual consumers.
Cause and effect diagrams ✔✔A chart that identifies potential causes of particular quality
problems.
Checklist ✔✔A list of common defects and the number of observed occurrences of each.
Conformance to specifications ✔✔how well a product or service meets the targets and tolerances
set by designers.
Continuous improvement ✔✔A philosophy of never ending improvement.
Control charts ✔✔Charts used to evaluate whether a process is operating within expectations.
Crossdocking ✔✔Eliminates storage and order picking functions of a distribution warehouse.
Customer defined quality ✔✔an integrated effort designed to improve quality performance at
every level of the organization.
Deming Prize ✔✔Japanese award for companies to recognize efforts in quality improvement.
Distribution management ✔✔Responsible for the movement of material from the manufacturer to
the customer.
Distribution warehouse ✔✔Used for short term storage, consolidation, and product mixing.
Distributor crossdocking ✔✔the receiving and consolidating of inbound products from different
vendors into a multi-SKU pallet.
E-commerce ✔✔Using the internet and web to do business.
E-distributors ✔✔Independently owned net marketplaces having catalogs representing thousands
of suppliers and designed for spot purchases.
E-purchasing ✔✔Companies that connect onlone MRO suppliers to businesses that pay fees to
join the market, usually for long term contractual purchasing.
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
WGU C215 Operations Management
Questions and Answers Already Passed
Which definition is used for quality evaluates how well a product performs its intended function?
-Statistical Quality Control Charts
-Fitness quality for use
-Product design quality
-14 points for quality improvement ✔✔Fitness for use
Which total quality management (TQM) process was developed to stress management’s
responsibility for quality?
-Statistical Quality Control Charts
-Fitness quality for use
-Product design quality
-14 points for quality improvement ✔✔14 points for quality improvement
Which total quality management (TQM) process consists of 13 published standards and
guidelines?
-ISO 9002
-ISO 9001
-ISO 9000
-ISO 1400 ✔✔ISO 9000
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?
-Control Chart
-Flowchart
-Scatter Diagram
-Checklist ✔✔checklist
Which quality control tool should be used to monitor the current status or end result of a process?
-Control Chart
-Flowchart
-Scatter Diagram
-Checklist ✔✔Flowchart
Which group of keywords or phrases describes the crucial role that marketing plays in the total
quality management (TQM) process?
-Baseline for managing quality process; investment in preventative costs, budgeting
-Enhance competition, understand consumer preferences, maintain communication with
operations
-Reward employees; motivate staff performance; manage operations planned changes
-Review and recommend product changes, satisfy customer needs; open communication
✔✔Review and recommend product changes, satisfy customers needs, open communication
What is the common theme in total quality management (TQM) across all functions in an
organization?
-To enhance management software
-To ensure profit from product changes
-To satisfy customer needs
-To reward people rather than teams ✔✔To satisfy customer needs
Which concept of variation measures the central tendency of a set of data?
-Range
-Variable
-Mean
-Standard deviation ✔✔mean
What do assignable causes of variation indicate?
-Equipment was found to be out of control
-Human resources found an operator was at fault
-Out of control signals were found in the process
-A computer virus was found in the system ✔✔Equipment was found out of control
Which continuous improvement method does Cpk measure?
-What a process is capable of and how long it will take to conclude
-How close one is to a target and how consistent one is with the average performance
-Parts per million on the capability index
-The most common measurement process ✔✔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
-Facility location
-Technical tools
-Job design ✔✔people involvement
technical tools
WGU C215 Study Guide Latest 2022 with
100% Correct Answers
Total Quality Management (TQM) Philosophy ✔✔1. customer focus
- continuous improvement
- employee empowerment
- use of quality tools
- product design
- process management
- managing supplier quality
Process Capability Index (Cpk) ✔✔Basic function of Six Sigma. Measures the process potential
and performance of processes. The higher the range of Cpk, the improved is the ability of the
process to complete its necessities. Uses both the process variability and the process specifications
to determine whether the process is “capable.”
Six Sigma ✔✔A disciplined, data-driven approach and methodology for eliminating defects
(driving toward six standard deviations between the mean and the nearest specification limit) in
any process – from manufacturing to transactional and from product to service.
Design Capacity ✔✔The theoretical maximum output of a system in a given period under ideal
conditions.
Effective Capacity ✔✔The capacity a firm expects to achieve given its current operating
constraints.
Location Analysis ✔✔proximity to customers, transportation, source of labor, community attitude,
proximity to suppliers, and many other factors.
Line Processes ✔✔A type of process used to produce a large volume of a standardized product.
Batch Processes ✔✔A type of process used to produce a small quantity of products in groups or
batches based on customer orders or specifications.
Project Processes ✔✔A type of process used to make a one-at-a-time product exactly to customer
specifications.
Continuous Processes ✔✔A type of process that operates continually to produce a high volume of
a fully standardized product.
Bottleneck ✔✔Longest task in the process.
Flexible Manufacturing System (FMS) ✔✔A type of automated system that combines the
flexibility of intermittent operations with the efficiency of continuous operations.
Output/Input Control ✔✔A technique for monitoring the flow of jobs between work centers.
Value-Added ✔✔The net increase created during the transformation of inputs into final outputs.
Hybrid Layouts ✔✔Layouts that combine characteristics of process and product layouts.
Relationship Chart (REL) ✔✔Table that reflects opinions of managers with regard to the
importance of having any two departments close together.
Rectilinear Distance ✔✔The shortest distance between two locations using north-south and eastwest movements.
WGU C215 QUESTIONS AND ANSWERS
WITH COMPLETE SOLUTIONS
ABC Classification ✔✔a method for determining level of control and frequency of review of
inventory items
Acceptable Quality Level (AQL) ✔✔The small percentage of defects that consumers are willing
to accept.
Acceptable Sampling ✔✔The process of randomly inspecting a sample of goods and deciding
whether to accept the entire lot based on the results
Action Bucket ✔✔The current time period
Action Notices ✔✔Output from an MRP system that identifies the need for an action to be taken.
Activity-on-node ✔✔network diagramming notation that places activities in the nodes and arrows
to signify precedence relationships
Advertising Revenue Model ✔✔Provides users with information on services and products and
provides an opportunity for suppliers to advertise.
Affiliate Revenue Model ✔✔companies receive a referral fee for directing business to an affiliate
Aggregate Plan ✔✔Includes the budgeted levels of finished products, inventory, backlogs,
workforce size, and aggregate production rate needed to support the marketing plan.
ALDEP ✔✔Computer software packages for design process layouts
Allowance Factor ✔✔the amount of time the analyst allows for personal time, fatigue, and
unavoidable delays
Alternative Workplace ✔✔brings work to the worker rather than the worker to the workplace
Anticipation Inventory ✔✔inventory built in anticipation of future demand
Application Service Provider (ASP) ✔✔sets up and runs ERP systems
Appraisal Costs ✔✔Costs incurred in the process of uncovering defects
Assemble-to-order Strategy ✔✔produces standard components that can be combined to customer
specifications
Assignable causes of variation ✔✔Causes that can be identified and eliminated.
Attributes ✔✔A product characteristic that has discrete value and can be counted
Automated order entry system ✔✔A method using telephone models to send digital orders to
suppliers
Automation ✔✔Using machinery to perform work without human operators
Average number of jobs in the system ✔✔measures work-in-process inventory
Average outgoing quality (AOQ) ✔✔The expected proportion of defective items that will be
passed to the customer under the sampling plan.
Back orders ✔✔unfilled customer orders
Back-order ✔✔Delaying delivery to the customer until the item becomes available.
Backward integration ✔✔Owning or controlling sources of raw materials and components.
backward scheduling ✔✔scheduling method that determines when the job must be started to be
done on the due date
Balance Delay ✔✔The amount by which the line efficiency falls short of 100 percent.
Batch processes ✔✔A type of process used to produce a small quantity of products in groups or
batches based on customer orders or specifications.
Behavioral Feasibility ✔✔degree to which the job is intrinsically satisfying to the employee
Beliefs that help define JIT Philosophy ✔✔Broad view operations, simplicity, continuous
improvements, visibility, and flexibility
Benchmarking ✔✔The process of studying the practices of companies considered ‘best-in-class’
and comparing your company’s performance against theirs.
Best operating level ✔✔The volume of output that results in the lowest average unit cost.
beta probability distribution ✔✔typically represents project activities
Bill of Material (BOM) ✔✔lists all the subassemblies, component parts, and raw materials that go
into an end item and shows the usage quantity of each required
Block Plan ✔✔schematic showing the placement of resources in a facility
Bottleneck ✔✔Longest Task in the process
Bottom-round management ✔✔Consensus management by committees or teams
break-even analysis ✔✔technique used to compute the amount of goods that must be sold just to
cover costs
Broad view of JIT ✔✔a philosophy that encompasses the entire organization
Broad view of the organization ✔✔Tasks and procedures are important only if they meet the
company’s overall goals.
bullwhip effect ✔✔inaccurate or distorted demand information created in the supply chain
Business-to-business e-commerce ✔✔businesses selling to and buying from other businesses
Business-to-consumer e-commerce ✔✔on-line businesses sell to individual consumers
C-charts ✔✔A control chart used to monitor the number of defects per unit
Capacity ✔✔The maximum output rate that can be achieved by a facility
capacity cushion ✔✔Additional capacity added to regular capacity requirements to provide greater
flexibility.
Capacity Planning ✔✔the process of establishing the output rate that can be achieved by a facility
WGU C215 Pre-assessment PVDC
Questions and Answers Graded A+
Which definition used for quality evaluates how well a product performs its intended function?
✔✔Fitness for use
Which total quality management (TQM) process was developed to stress management’s
responsibility for quality? ✔✔14 points for quality improvement
Which total quality management (TQM) process consists of 13 published standards and
guidelines? ✔✔ISO 9000
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
Which quality control tool should be used to monitor the current status or end result of a process?
✔✔Control chart
Which group of keywords or phrases describes the critical role that marketing plays in the total
quality management (TQM) process? ✔✔Enhance competition; understand consumer preferences;
maintain communication with operations
What is the common them 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? ✔✔Technical tools
People involvement
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
What 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 lower than
design capacity.
WGU C215 Operations Management
PVDC Questions and Answers Already
Passed
Which definition is used for quality evaluates how well a product performs its intended function?
✔✔Fitness for use
Which total quality management (TQM) process was developed to stress management’s
responsibility for quality? ✔✔14 points for quality improvement
Which total quality management (TQM) process consists of 13 published standards and
guidelines? ✔✔ISO 9000
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
Which quality control tool should be used to monitor the current status or end result of a process?
✔✔Flowchart
Which group of keywords or phrases describes the crucial role that marketing plays in the total
quality management (TQM) process? ✔✔Review and recommend product changes, satisfy
customers needs, open communication
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? ✔✔Equipment was found out of control
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 maintains a
minimum output rate under normal conditions.
An effective capacity is lower than design capacity
WGU C215: Pre-Assessment Questions
and Answers Already Passed
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
WGU C215 Operations Management –
Objective Assessment Prep Guide &
Terminologies Combo Study Guide
- customer focus
- continuous improvement
- employee empowerment
- use of quality tools
- product design
- process management
- managing supplier quality ✔✔Total Quality Management (TQM) Philosophy
Basic function of Six Sigma. Measures the process potential and performance of processes. The
higher the range of Cpk, the improved is the ability of the process to complete its necessities. Uses
both the process variability and the process specifications to determine whether the process is
“capable.” ✔✔Process Capability Index (Cpk)
A disciplined, data-driven approach and methodology for eliminating defects (driving toward six
standard deviations between the mean and the nearest specification limit) in any process – from
manufacturing to transactional and from product to service. ✔✔Six Sigma
The theoretical maximum output of a system in a given period under ideal conditions. ✔✔Design
Capacity
The capacity a firm expects to achieve given its current operating constraints. ✔✔Effective
Capacity
proximity to customers, transportation, source of labor, community attitude, proximity to
suppliers, and many other factors. ✔✔Location Analysis
A type of process used to produce a large volume of a standardized product. ✔✔Line Processes
A type of process used to produce a small quantity of products in groups or batches based on
customer orders or specifications. ✔✔Batch Processes
A type of process used to make a one-at-a-time product exactly to customer specifications.
✔✔Project Processes
A type of process that operates continually to produce a high volume of a fully standardized
product. ✔✔Continuous Processes
Longest task in the process. ✔✔Bottleneck
A type of automated system that combines the flexibility of intermittent operations with the
efficiency of continuous operations. ✔✔Flexible Manufacturing System (FMS)
A technique for monitoring the flow of jobs between work centers. ✔✔Output/Input Control
The net increase created during the transformation of inputs into final outputs. ✔✔Value-Added
Layouts that combine characteristics of process and product layouts. ✔✔Hybrid Layouts
Table that reflects opinions of managers with regard to the importance of having any two
departments close together. ✔✔Relationship Chart (REL)
The shortest distance between two locations using north-south and east-west movements.
✔✔Rectilinear Distance
Table that gives the number of trips or units of product moved between any pair of departments.
✔✔From-To Matrix
Schematic showing the placement of resources in a facility. ✔✔Block Plan
The average of the observation times for each of the work elements. ✔✔Mean Observed Times
The mean observed time multiplied by the performance rating factor by the frequency of
occurrence. ✔✔Normal Time
The length of time it should take a qualified worker using appropriate process and tools to complete
a specific job, allowing time for personal fatigue and unavoidable delays. ✔✔Standard Time
A philosophy designed to achieve high-volume production through elimination of waste and
continuous improvement. Based on a “pull” system rather than a “push” system. The three elements
are just-in-time manufacturing, total quality management, and respect for people. ✔✔Just-in-Time
(JIT)
A card that specifies the exact quantity of product that needs to be produced. ✔✔Kanban card
A philosophy of neverending improvement. ✔✔Continuous Improvement
Supplies materials or services directly to the processing facility. ✔✔Tier One Suppliers
Directly supplies materials or services to a tier one supplier in the supply chain. ✔✔Tier Two
Suppliers
Directly supplies materials or services to a tier two supplier in the supply chain. ✔✔Tier Three
Suppliers
Management of the flow of materials from suppliers to customers in order to reduce overall cost
and increase responsiveness to customers. ✔✔Supply Chain Management (SCM)
Determines the labor and machine resources needed to fill the open and planned orders generated
by the MRP. ✔✔Capacity Requirements Planning (CRP)
A system that uses the MRP, inventory record data, and BOM to calculate material requirements.
✔✔Material Requirements Planning (MRP)
Large software programs used for planning and coordinating all resources throughout the entire
enterprise. ✔✔Enterprise Resource Planning (ERP)
Includes the budgeted levels of finished products, inventory, backlogs, workforce size, and
aggregate production rate needed to support the marketing plan. ✔✔Aggregate Plans
Businesses to outsource elements of the company’s distribution and fulfillment services. specialize
in integrated operation, warehousing and transportation services customized to customers’ needs
based on the demands and delivery service requirements for their products and material ✔✔ThirdParty Logistics (3PL)
the world’s leading supply chain framework, linking business processes, performance metrics,
practices and people skills into a unified structure. The goals are to increase the speed of system
implementations, support organizational learning goals, and improve inventory turns. ✔✔Supply
Chain Operations Reference model (SCOR)
Initiation, Planning, Execution and Closure. ✔✔Project Life Cycle Phases
A plan for produced in each time period such as production, staffing, inventory, etc.
WGU C215 Practice Exam Questions and
Answers Rated A+
Which definition used for quality evaluates how well a product performs its intended function?
Fitness for use
Support services
Value for price paid
Psychological criteria ✔✔Fitness for use
Which total quality management (TQM) process was developed to stress management’s
responsibility for quality?
Statistical quality control charts
Fitness quality for use
14 points for quality improvement
Product design quality ✔✔14 points for quality improvement
Which total quality management (TQM) process consists of 13 published standards and
guidelines?
ISO 1400
ISO 9002
ISO 9001
ISO 9000 ✔✔ISO 9000
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?
Scatter diagram
Control chart
Flowchart
Checklist ✔✔Checklist
Which quality control tool should be used to monitor the current status or end result of a process?
Checklist
Flowchart
Control chart
Scatter diagram ✔✔Control chart
Which group of keywords or phrases describes the critical role that marketing plays in the total
quality management (TQM) process?
Baseline for managing quality process; investment in preventative costs; budgeting
Enhance competition; understand consumer preferences; maintain communication with operations
Review and recommend product changes; satisfy customer needs; open communication
Reward employees; motivate staff performance; manage operations planned changes ✔✔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
To enhance management software
To reward people rather than teams
To ensure profit from product changes ✔✔To satisfy customer needs
Which concept of variation measures the central tendency of a set of data?
Mean
Range
Standard deviation
Variable ✔✔Mean
What do assignable causes of variation indicate?
A computer virus was found in the system.
Out-of-control signals were found in the process.
Human resources found an operator was at fault.