BPM Week 2

Question 1

Average cost of ERP installation

Answer 1

$15 million

Question 2

Success and Failure examples of ERP

Answer 2

Success=Tektronix.

Failure=FoxMeyer

Question 3

Cost of acquiring a new customer is..

Answer 3

5 times of retaining one.

Question 4

Why don’t you want to exercise certain guarantees?

Answer 4

service could lack quality trying to get guarantee.

Question 5

TQM

Answer 5

Total Quality Management. Managing entire organization so it excels on all dimensions.

Question 6

PDCA

Answer 6

plan, do, check, act. control and continue improvement. also known a Deming Cycle

Question 7

Objective measures of service quality

Answer 7

min avg max wait time, service time, cost. # errors made. certification by 3rd party.

Question 8

Examples of subjective service quality

Answer 8

ex: music, taste

Question 9

Service quality dimensions

Answer 9

reliability, responsiveness, assurance, empathy, tangibles.

Question 10

Cost of Poor Quality

Answer 10

Internal failure cost and external failure cost

Question 11

Cost of Good Quality

Answer 11

Appraisal and inspection cost. prevention cost

Question 12

Poka-yoke

Answer 12

japanese “mistake proofing”. avoid mistakes. (ex: fry scoop and checklist)

Question 13

ISO 9000

Answer 13

International Organization for Standardization. defines, establishes, and maintains quality assurance system.

Question 14

CMM(I)

Answer 14

Capability Maturity Model (Integration). Process improvement training and appraisal program for software development.

Question 15

CMM(I) Levels

Answer 15

Initial, Managed, Defined, Quantitatively Managed, Optimizing

Question 16

Averages vs Variation

Answer 16

Averages can be deceptive. Variation can be unpredictive.

Question 17

Types of Variation

Answer 17

Common-expected, small and random

Assignable-unexpected, large and systematic

Question 18

Specification Limit

Answer 18

product or service must stay within upper and lower value

Question 19

Control Limit

Answer 19

variations of process variables attributable to common causes

Question 20

Cp

Answer 20

how wide the parabola is. doesn’t matter if its in the USL OR LSL!! If fat Cp1

Question 21

Cpk

Answer 21

It matters where the parabola is placed within the USL AND LSL.