BEC 6 - Topic 1 Flashcards

1
Q

What is Business Process Management?

A

Seeks to coordinate the functions of an organization toward an ultimate goal of continuous improvement in customer satisfaction. Promotes innovation, flexibility and integration with technology.

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2
Q

What does Business Process Management activities consist of?

A

Design, modeling, execution, monitoring, optimization.

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3
Q

What is general approach to process management?

A

Define, measure, analyze, improve, control

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4
Q

What are other techniques of process management?

A

Plan, do, check, act.

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5
Q

What are metrics to measure process management?

A

Gross Revenue, Customer contacts, Customer satisfaction, operation statistics.

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6
Q

What are benefits of process management?

A

Efficiency, Effectiveness and Agility

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7
Q

What is offshore operations?

A

Outsourcing of services or business functions to an external party in different country.

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8
Q

What is business process re-engineering?

A

Dramatically improve customer satisfaction and service, cut costs of operations and enhance competitiveness.

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9
Q

What is conformance costs?

A

Prevention and appraisal costs

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10
Q

What is prevention costs?

A

Training, inspection, maintenance, redesign, higher-quality suppliers.

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11
Q

What is appraisal costs?

A
Discover and remove defective parts before shipped. Includes:
Statistical quality checks
Testing
Inspection
Maintenance
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12
Q

What is Non conformance costs?

A

Internal failure:

Rework, scrap
tooling changes
costs to dispose
cost of lost unit
Downtime

External Costs:

Warranty costs
Cost of returning the good
Liability claims
Lost customers
Re-engineering an external failure
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13
Q

What is quality reporting?

A

There is inverse relationship between conformance and non-conformance costs exists.

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14
Q

What is Total Quality Management?

A

Focus on customer focused performance that emphasizes both quality and continuous improvement.

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15
Q

What is Gap Analysis?

A

Difference between industry best practices and current practices of organization.

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16
Q

What is lean manufacturing?

A

Focuses on waste reduction and efficiency.

17
Q

What is Kaizen?

A

Improve the efficiency and effectiveness of organization through greater operational control

18
Q

What is theory of constraints?

A

Impediment from achieving objectives by existence of one or more constraints.

19
Q

What is six sigma?

A

Anticipates the use of rigorous metrics in the evaluation of goal achievement.