CH 4 Quiz Flashcards
_______________ Processes address the main value-added activities of an organization.
Primary
__________ Time is the total elapsed time needed to complete a business process.
Cycle
_______________ Benchmarking is the comparison of an organization’s processes with those of competing organizations.
Competitive
Process
set f logically related tasks or activities preformed to achieve a defined business outcome
mapping
graphic representation of business process (grocery isles)
process map
detailed map that show info, physical, and monetary flow
swim lane process map
who’s responsible for what process
cycle time
total time needed to perform process (throughput time)
benchmarking
identify, understand, and adapt outstanding practices to be more effective
two types of benchmarking
competitive- competitors
process- similar process
continuous imporvement
small improvements add up over time
root cause anal
brainstorm about who is at fault and gather data
what are root anal tools
cause-and-effect
5 why’s
scatter plot
check sheet
Pareto chart (bar graph ascending order0
visual tool to improve business
run chart
bar graph
histogram
Business Process Reengineering BPR
fundamental rethinking and radical redesign or business
the primary focus of a swim lane map is to depict flow of objects, info, and money
false
a set of logically related tasks of activities preformed to achieve a defined business outcome
process
In the opening case, which airline company is featured?
Delta
The cost of mishandling a single bag at an airport is $100.00. This cost is considered part of the
External Failure Cost
TQM stands for
Total Quality Management
Quality
characteristic of product or service can satisfy
2 perspectives of quality
value- extras
conformance- does it work
eight dimensions of prod serve quality
performance
features
reliability
durability
conformance
aesthetics
service ability
perceived quality
Cost of Quality (COQ)
cost to maintain quality
