Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

Operations Management > Chapter 6 > Flashcards

Chapter 6 Flashcards

1
Q

ISO 9000

A

a set of quality standards developed by the international organization for standardization (ISO)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

cost of quality (COQ):

A

the cost of doing things wrong- that is, the price of nonconformance.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

total quality management (TQM) :

A

management of an entire organization so that it excels in all aspects of products and services that are important to the customer.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

PDCA:

A

a continuous improvement model of plan, do, check, act.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

Six sigma:

A

a program to save time, improve quality, and lower costs.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

employee empowerment:

A

enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

quality circle:

A

a group of employees meeting regularly with a facilitator to solve work-related problems in their work area.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

Benchmarking:

A

selecting a demonstrated standard of performance that represents the very best performance for a process or an activity.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

quality robust:

A

products that are consistently built to meet customer needs in spite of adverse conditions in the production process.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

Quality loss function (QLF):

A

A mathematical function that identifies all costs connected with poor quality and shows how these costs increase as product quality moves from what the customer wants.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

Target-oriented quality

A

a philosophy of continuous improvement to bring a product exactly on target.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

cause-and-effect diagram:

A

a schematic technique used to discover possible locations of quality problems.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

pareto charts:

A

a graphic way of classifying problems by their level of importance, often referred to as the 80-20 rule.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

flowcharts:

A

block diagrams that graphically describe a process or system.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

Statistical process control (SPC)

A

a process used to monitor standards, make measurements, and take corrective action as a product or service is being produced.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

Control charts:

A

Graphic presentations of process data over time, with predetermined control limits.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

Inspection:

A

a means of ensuring that an operation is producing at the quality level expected.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

source inspection:

A

controlling or monitoring at the point of production or purchase - at the source.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

Poka-yoke

A

literally translated “foolproof” ; it has come to a mean a device or technique that ensures the production of a good unit every time.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

Checklist:

A

a type of poka-yoke that lists the steps needed to ensure consistency and completeness in a task.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
21
Q

Attribute inspection:

A

an inspection that classifies items as being either good or defective.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
22
Q

variable inspection:

A

classifications of inspected items as falling on a continuum scale, such as dimension or strength.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
23
Q

service recovery:

A

training and empowering frontline workers to solve a problem immediately.

24
Q

A bank kiosk in a supermarket is a good example of a:

A

new service for current markets

25
Q

A job shop usually involves:

A

small lot sizes

26
Q

ATM’s would be considered:

A

channel development

27
Q

Which of the following type of processes would be used to produce gasoline and petroleum products?

A

continuous processing.

28
Q

New items on a restraunt menu would be considered:

A

window dressing.

29
Q

Which of the following is a radical service?

A

new services for current markets

30
Q

service systems with high customer contact:

A

are usually more difficult to control

31
Q

Which of the following is a benefit of faster new product introduction?

A

Delaying competitors by setting new industry standards.

32
Q

The most resource intensive phase of the new service development process is:

A

development.

33
Q

The product-process matrix most directly illustrates trade-offs between which of the following?

A

Flexibility vs. Cost

34
Q

In the new product development process, which of these plays a less significant role?

A

Accounting/Finance

35
Q

A mass assembly line process usually involves:

A

High fixed cost and low variable costs.

36
Q

Which of the following is an example of an internal service?

A

a school custodian

37
Q

Part of Quality Function Deployment that uses customer feedback for product design:

A

is also called the “house of quality”.

38
Q

New courses at a university is a good example of a:

A

service line extension

39
Q

A new service with a high degree of content change and a high degree of delivery change is categorized as:

A

revolutionary.

40
Q

Which of the following is an incremental service?

A

Style change.

41
Q

Which of the following factors contributes to successful product design?

A

Using engineers/designers exclusively in the design phase.

42
Q

Service systems with high customer contact:

A

are usually more difficult to control.

43
Q

The need for new goods and services is driven by:

A

increased competition from foreign countries

44
Q

Automobile assembly is an example of an:

A

mass assembly process.

45
Q

Which of the following most closely relates to a reactive system?

A

Face to face contact.

46
Q

Which of the following is a major reason for the significant increase in foreign competition?

A

Advances in telecommunications.

47
Q

Which of the following most closely related to a reactive system?

A

Face to face contact, total customization.

48
Q

Which one of the following could best be run as an internal services system?

A

A university billing office.

49
Q

In this chapter, quality is defined as:

A

the totality of features and characteristics of a product or service.

50
Q

ISO 9000 is an international standard that addresses:

A

quality management systems.

51
Q

If 1 million passengers pass through the Jacksonville Airport with check baggage every year, a successful six sigma program for baggage handling would result in how many passengers with misplaced luggage?

A

3.4

52
Q

The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as:

A

benchmarking.

53
Q

The taguchi method includes all except which of the following major concepts?

A

Employee involvement.

54
Q

The seven tools of total quality management are:

A
  1. check sheets
  2. scatter diagrams
  3. cause-and-effect diagrams
  4. pareto charts
  5. flowcharts
  6. histograms
  7. SPC charts
55
Q

The seven concepts for an effective TQM program are:

A
  1. continuous improvement
  2. six sigma
  3. employee empowerment
  4. benchmarking
  5. just-in-time (JIT)
  6. Taguchi concepts
  7. knowledge of TQM tools
56
Q

Quality:

A

the ability of a product or service to meet customer needs

Operations Management (8 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions