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MGMT 3001 (2) > Chapter 8 > Flashcards

Chapter 8 Flashcards

1
Q

Culture

A

The set key of beliefs, values, and norms that members of an organization share.

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2
Q

Beliefs

A

Assumptions that individuals hold about themselves, their customers, and their organization.

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3
Q

Values

A

The things organizations hold most dear, strives for, and wants to protects at all costs.

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4
Q

Norms

A

The unwritten rules of behavior that address such issues as how employees dress and interact.

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5
Q

Functions of organizational culture

A

Organizational identity, creative commitment, social system stability, and sense-making device.

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6
Q

Leves of organizational culture

A

(

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7
Q

Types of customer satisfaction

A
  • Quality of design: determined before a product is produced, determined by market research, design concept, and specifications
  • Quality of conformance: producing a product to meet the specifications (technology, employees, management)
  • Availability: continuity of service to the customer (measures by AVAILABILITY = UPTME / UPTIME+DOWNTIME or AVAILABILITY = MTBF / MTF+,TTR)
  • Field service: represents warranty and repair or replacement of the product after it has been sold
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8
Q

Reliability

A

length of time a product can be used before it fails - probability that a product will function for a specified period of time without failure

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9
Q

Maintainability

A

Restoration of a product or service once it has failed

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10
Q

MTBF

A

Mean time between failure

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11
Q

MTTR

A

Mean time to repair

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12
Q

SERVQUAL

A

Approach to evaluating service quality (assess customer perceptions about 5 dimensions - tangibles, reliability, responsiveness, assurance, and empathy)

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13
Q

Quality

A

Ability of a product or service to consistently meet or exceed customer expectations
- Satisfaction is different for everyone and depends on how the product or service is consumed now and in the future

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14
Q

Poke-yoke

A

Mistake proofing
- design product and process so that it is impossible for humans to make mistakes or for mistakes to be easily detected by humans when they occur

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15
Q

Product dimensions of quality

A

PERFORMANCE - EXPECTATIONS = QUALITY

  • Performance: main characteristics of product
  • Aesthetics: appearance, feel, smell, & fast
  • Conformance: how well product matches design specifics
  • Durability: useful like of product
  • Serviceability: handling of complaints or repairs
  • Perceived quality: indirect evaluation of quality (reputation)
  • Reliability: consistency of performance
  • Special features: extra characteristics
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16
Q

Service dimensions of quality

A

PERFORMANCE - EXPECTATIONS = QUALITY

  • Tangibles: physical appearance of facilities, equipment, communication materials, people
  • Convenience: availability and accessibility of service
  • Assurance: knowledge exhibited by personnel and ability to convey trust and confidence
  • Reliability: ability to perform service dependably, consistently, and accurately
  • Courtesy: way customers are treated by employees who come in contact with them
  • Time: speed with which service is rendered
  • Responsiveness: willingness of providers to help customers in unusual situations and to deal with problems
  • Product dimensions: insert service for product
17
Q

Determinants of quality

A

Design, ease of use, conforms to design, and service

18
Q

Internal failure

A

Related to defective parts/services before delivery to customers

19
Q

External failure

A

Related to delivering substandard products/services to customers

20
Q

Appraisal

A

Related to measuring, evaluating, and auditing materials, parts, products, and services, to assess conformance with quality standards

21
Q

Prevention

A

Related to reducing potential for quality problems

22
Q

Cost of quality

A

includes prevention, appraisal, internal failure, and external failure categories

  • Focuses management attention on waste due to excess failures or high control costs
  • provides quantitative basis for monitoring progress in reducing quality costs
23
Q

Control costs

A

related to activities that remove defects from the production stream (prevention - quality planning, new product review, training, and engineering analysis and appraisals - aimed at eliminating defects after they occur but before products reach the customer incoming materials inspections, process, inspection, final goods inspection, quality laboratories

24
Q

Failure costs

A

incurred during th production process (internal - scrap, rework, downgrading, retest, downtime) or after the product is shipped (external - warranty, returned merchandise, complained, allowances)

MGMT 3001 (2) (5 decks)

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