2023 WGU C215 Operations Management PVDC Final Exam
Which definition is used for quality, evaluates how well a product performs its intended function?
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Answer- Fitness for use
14 points for quality improvement - Answer- Which total quality management (TQM) process was
developed to stress management's responsibility for quality?
ISO 9000 - Answer- 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 - Answer- A list of common defects and the number of observed occurrences of these defects.
scatter diagram - Answer-a plot of two variables showing whether they are related
Control Chart - Answer- A graph that shows whether a sample of data falls within the common or normal
range of variation.
mean - Answer- A statistical measure of central tendency, or average, based on dividing a total by the
number of individual cases.
assignable causes of variation - Answer- -Causes can be identified and eliminated
-e.g. poor employee training, worn tool, machine needing repair
common causes or random - Answer- Stuff you cannot identify
-Random causes that we cannot identify, unavoidable
Cpk measures - Answer- How close one is to a target and how consistent one is with the average
performance.
-How closely it measures
Six Sigma - Answer- 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) - Answer-a six sigma process that outlines the steps
that should be followed to improve an existing business process
define stage - Answer- includes the voice of the customer and value stream
Job Design - Answer- It does not have anything to do with people.
-The process by which managers decide how to divide tasks into specific jobs
waiting time - Answer- -Screen patients and fast track those with minor ailments
-amount of time a process has been waiting in the ready queue
Service location decisions - Answer- -proximity to customers
-Quality of life issues
proximity to customers - Answer- -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 - Answer- 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 - Answer- 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 - Answer- facilities that are small, specialized, and focused on a narrow set of objectives.
effective capacity - Answercapacity measurement at the best operating level - Answer- when the average unit cost is minimized
center of gravity approach - Answer-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 - Answer- 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 - Answer- classic assembly line. A line process, a continuous process.
Project Process - Answer- 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 - Answer-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
Bottleneck in a flowchart - Answer- the longest part in the process eg manufacturing a car and the car
needs to be painted or the time the cake in the oven.
compute process velocity - Answer- Throughput time/value-added time
-How fast we are going
Actual output/standard output - Answer- Which formula would indicate that a fast-food restaurant was
performing at, above, or below its benchmark?
-We know how many burgers were making and what the standard is
output/input - Answer- productivity formula
Throughput time/value-added time - Answer- How long it takes from the raw materials to become
finished goods.
Process - Answer- Each item goes through process
Which total quality management (TQM) process was developed to stress management's responsibility for
quality? - Answer- 14 points for quality improvement
Hybrid - Answer- any mix of elements from a product layout and a process layout, to gain the advantages
of both eg group technology
standard time - Answer- Determines how long it takes a qualified operator to perform a duty of the job
requirements under the assumption that the operator is working at a sustainable pace with the proper
tools for the process.
-How long t takes somebody to finish the work
performance time - Answer- How long it actually took
observed time - Answer- Actual time
-The time measured from [Show Less]