Chapter 6 &7(PRODUCTIVITY AND EFFICIENCY EVALUATION & QUALITY MANAGEMENT Flashcards
What is Value Chain Management (VCM)?
VCM improves every part of a business, from raw materials to customer service, to make the business more efficient and valuable to customers.
What are the benefits of Value Chain Management?
Boosts efficiency, reduces costs, improves product quality, satisfies customers, improves market position, and drives growth.
What is a Quality Management System (QMS)?
A QMS ensures consistent product and service quality through defined processes and procedures.
What are the key components of a QMS?
Quality Policy and Objectives, Quality Manual, Organizational Structure, Process Management, Document Control, Training, and Customer Focus.
What is Lean Production?
A method that focuses on minimizing waste and maximizing value.
What are the characteristics of Lean Production?
Eliminating non-value-added activities, continuous improvement, just-in-time production, standardized work processes, employee involvement, visual tools, and reducing excess inventory.
What are the four key components of Quality Management?
Quality Planning, Quality Improvement, Quality Control, and Quality Assurance.
What is Total Quality Management (TQM)?
TQM focuses on continuous improvement of products, services, and processes to meet customer satisfaction.
What are the four key principles of TQM?
Customer Focus, Continuous Improvement, Employee Involvement, and Process Management.
What are the benefits of an intranet for an organization?
Improved collaboration, better knowledge management, enhanced employee training, and stronger security and compliance.
What are the goals of Total Productive Maintenance (TPM)?
Maximizing uptime, reducing costs, achieving zero breakdowns, defects, and accidents, and improving product quality.
Why is Quality Management important?
Ensures customer satisfaction, provides a competitive edge, reduces costs, improves efficiency, and involves employees in improvement.
What is Benchmarking?
Comparing an organization’s performance with industry leaders to improve efficiency and gain a competitive advantage.
What are the types of Benchmarking?
Internal, Competitive, Functional, and Generic Benchmarking
What are the principles of Kaizen (Continuous Improvement)?
Small ongoing improvements, employee participation, waste elimination, standardized practices, customer focus, problem-solving, and regular feedback.
What is the SERVQUAL method in hotels?
A method that uses 22 questions to measure customer perceptions of service quality across five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy.
What is a Quality Circle?
A group of employees who work together to solve problems and improve work processes.
What are the benefits of Quality Circles?
Builds teamwork, involves employees, and helps deliver better results.
What is standardization in fast food production?
Using the same recipes, ingredients, and cooking methods to ensure consistent taste and quality.
How do product quality and service quality relate to each other?
They work together to create customer satisfaction. Poor service can harm even great products.
How does product quality affect brand awareness?
High product quality boosts brand awareness, while poor quality damages reputation.
How does a strong company profile affect brand awareness?
A strong profile increases brand awareness, while bad publicity weakens both.
