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Operations Management > Exam 2 > Flashcards

Exam 2 Flashcards

1
Q

What is Process Selection?

A

Deciding the way production of goods or services will be organized

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2
Q

What are the major implications for Process Selection?

A
  1. ) Capacity Planning
  2. ) Layout of Facilities
  3. ) Equipment
  4. ) Design of Work Systems
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3
Q

What is Process Strategy?

A

The pattern of decisions made in managing processes so that the processes will achieve their competitive priorities

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4
Q

What are the Key Aspects of Process Strategy?

A
  1. ) Capital Intensity

2. ) Process Flexibility

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5
Q

What is Capital Intensity?

A

The mix of equipment and labor used

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6
Q

What is Process Flexibility?

A

The degree to which the system can be adjusted ti changes in processing requirements due to (product and service design changes, Volume Changes, and Changes in Tech)

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7
Q

What is a Job Process?

A

A process with the flexibility needed to produce a wide variety of products in significant quantities, with complexity and divergence in the steps performed

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8
Q

What is a Batch Process?

A

A process that differs from a job process with respect to volume, variety, and quantity

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9
Q

What is a Line Process?

A

A process that lies between the batch and continuous processes on the continuum; volumes are high and products are standardized, which allows resources to be organized around particular products.

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10
Q

What is a Continuous Flow?

A

The extreme end of high-volume, standardized production and rigid line flows, with production not starting and stopping for long time intervals

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11
Q

What is a Make-to-Order Strategy?

A

A strategy used by manufacturers that make products to customer specifications in low volume

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12
Q

What is an Assemble-to-Order Strategy?

A

A strategy for producing a wide variety of products from relatively few assemblies and components after the customer orders are received

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13
Q

What is a Make-to-Stock Strategy?

A

A strategy that involves holding items in stock for immediate delivery, thereby minimizing customer delivery times.

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14
Q

What do Process Tech and Info Tech have an impact on?

A
  1. ) Costs
  2. ) Productivity
  3. ) Competitiveness
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15
Q

What is Automation?

A

Machinery that has sensing and control devices that enable it to operate automatically

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16
Q

What are the 3 types of Automation?

A
  1. ) Fixed
  2. ) Programmable
  3. ) Flexible
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17
Q

What is Layout?

A

The configuration of departments, work centers, and equipment, with emphasis on movement of work through the system

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18
Q

What do facilities decide layout?

A
  1. ) Designing new facilities

2. ) Re-Designing existing facilities

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19
Q

When do Businesses need to Plan Layout?

A
  1. ) Inefficient Operations
  2. ) Accidents or safety hazards
  3. ) Changes in product or service design
  4. ) Introduction of new products
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20
Q

What causes businesses to have Inefficient Operations?

A
  1. ) High Costs

2. ) Bottlenecks

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21
Q

What is the Basic Objective of Layout Design?

A

Facilitate a smooth flow of work, material, and info through the system

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22
Q

What are Supporting Objectives of Layout Design?

A
  1. ) Facilitate Quality
  2. ) Use workers and space more efficiently
  3. ) Avoid Bottlenecks
  4. ) Minimize handling costs
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23
Q

What is the main issue in Designing Process Layouts?

A

The relative placement of departments

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24
Q

What is a good way to Measure Effectiveness of Layout Design?

A

Measure transportation cost, distance, or time

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25
Q

What is Line Balancing?

A

The process of assigning tasks to workstations in such a way that the workstations have approximately equal time requirements

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26
Q

What is the Goal of Line Balancing?

A

Obtain task grouping that represent approx equal time requirements since this minimizes idle time along the line. This results in high utilization of equipment and labor

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27
Q

Why is Line Balancing Important?

A
  1. ) Allows use of labor and equipment more efficiently

2. ) Avoid fairness issues that arise when one station works harder than another

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28
Q

What is a Precedence Diagram?

A

A diagram that shows the elemental tasks and their precedence requirements

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29
Q

What is Cycle Time?

A

The maximum time allowed at each workstation to complete its set of tasks on a unit.

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30
Q

What is established by Cycle time?

A

The output rate of a line

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31
Q

The required number of Workstations is a function of…

A
  1. ) Desired output rate

2. ) Our ability to combine tasks into a workstation

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32
Q

What is Balance Delay?

A

The percentage of Idle time of a line

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33
Q

What is Efficiency?

A

Percentage of busy time of a line

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34
Q

What is Quality?

A

The ability of a product or service to consistently meet or exceed customer expectation

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35
Q

What are the Dimensions of Product Quality?

A
  1. ) Performance
  2. ) Aesthetics
  3. ) Special Features
  4. ) Conformance
  5. ) Reliability
  6. ) Durability
  7. ) Perceived Quality
  8. ) Serviceability
  9. ) Consistency
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36
Q

What is Performance?

A

Main characteristics of a product

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37
Q

What are Aesthetics?

A

1.) Appearance, Feel, Smell, Taste

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38
Q

What are Special Features?

A

Extra Characteristics

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39
Q

What is Conformance?

A

How well the product conforms to design specifications

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40
Q

What is Reliability?

A

Consistency of performance

41
Q

What is Durability?

A

The useful life of the product

42
Q

What is Perceived Quality?

A

Indirect Evaluation of quality

43
Q

What is Serviceability?

A

Handling of Complaints or Repairs

44
Q

What is Consistency?

A

Quality doesn’t Vary

45
Q

Dimensions of Service Quality?

A
  1. ) Convenience
  2. ) Reliability
  3. ) Responsiveness
  4. ) Time
  5. ) Assurance
  6. ) Courtesy
  7. ) Tangibles
  8. ) Consistency
  9. ) Expectancy
46
Q

What is Convenience?

A

The availability and accessibility of service

47
Q

What is Responsiveness?

A

Willingness to help customers in unusual situations and to deal with problems

48
Q

What is Time?

A

The speed with which the service is delivered

49
Q

What is Assurance?

A

Knowledge exhibited by personnel and their ability to convey trust and confidence

50
Q

What is Courtesy?

A

The way customers are treated by employees

51
Q

What is the best way to identify service quality?

A

Audit the service

52
Q

What are the Determinants of Quality?

A
  1. ) Quality of Design
  2. ) Quality of Conformance
  3. ) Ease-of-Use and User Instructions
  4. ) After-the-Sale Service
53
Q

What is Quality of Design?

A

Intention of designers to include or exclude features in a product or service

54
Q

What is Quality of Conformance?

A

The degree to which goods or services conform to the intent of the designers

55
Q

What is Ease-of-Use?

A

Increase the likelihood that a product will be used for its intended purpose and in such a way that it will continue to function properly and safely

56
Q

What is After-the-Sale Service?

A

Taking care of issues and problems that arise after the sale

57
Q

Who has a Responsibility for Quality?

A

Everyone in an organization

58
Q

What are Benefits of Good Quality?

A
  1. ) Enhanced reputation for Quality
  2. ) Ability to command premium prices
  3. ) Increased Market Share
  4. ) Greater Customer Loyalty
59
Q

Consequences of Poor Quality

A
  1. ) Loss of Business
  2. ) Liability
  3. ) Productivity
  4. ) Costs
60
Q

What are the Three Costs of Quality?

A
  1. ) Appraisal Costs
  2. ) Prevention Costs
  3. ) Failure Costs
61
Q

What are Appraisal Costs?

A

Costs of activities designed to ensure quality or uncover defects

62
Q

What are Prevention Costs

A

All TQ training, TQ planning, Customer assessment, process control, and quality improvement costs to prevent defects from occuring

63
Q

What are failure costs?

A

Costs incurred by defective parts/products or faulty services

64
Q

What are the two types of failure costs?

A
  1. ) Internal failure costs

2. ) External failure costs

65
Q

What are internal failure costs?

A

Costs incurred to fix problems that are detected before the product is delivered to the customer

66
Q

What are external failure costs?

A

All costs incurred to fix problems that are detected after the product/service is delivered to the customer

67
Q

What is Substandard work?

A
  1. ) Defective products
  2. ) Substandard service
  3. ) Poor Designs
  4. ) Shoddy Workmanship
68
Q

What are the 3 types of Quality Certification?

A
  1. ) ISO9000
  2. ) ISO14000
  3. ) ISO24700
69
Q

What does ISO stand for?

A

International Organization for Standardization

70
Q

What is ISO 9000?

A

Set of international standards on quality management and quality assurance, critical to international business

71
Q

What is ISO 14000?

A

A set of international standards for assessing a company’s environmental performance

72
Q

What is ISO 24700?

A

Pertains to the quality and performance of office equipment that contains reused components

73
Q

What is Total Quality Management (TQM)?

A

Involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction

74
Q

What are the 6 Steps in TQM?

A
  1. ) Find out what the customer wants
  2. ) Design a product or service that meets or exceeds customer wants
  3. ) Design processes that facilitate doing the job right the first time
  4. ) Keep track of results
  5. ) Extend these concepts throughout the supply chain
  6. ) Top management must be involved and committed
75
Q

What are some elements of TQM?

A
  1. ) Continuous Improvement
  2. ) Competitive Benchmarking
  3. ) Employee Empowerment
  4. ) Team Approach
  5. ) Based on Fact, Not Oppinion
76
Q

What is Quality at the Source?

A

Making each worker responsible for the quality of his or her work

77
Q

What is the common saying of Quality at the Source?

A

“Do it right” and “if it isn’t right, fix it”

78
Q

What does PDSA stand for?

A

Plan-Do-Study-Act

79
Q

What is included in the Plan Step of PDSA?

A
  1. ) Begin by studying and documenting the current process
  2. ) Collect data on the process/problem
  3. ) Analyze the data and develop a plan for improvement
  4. ) Specify measures for evaluating the plan
80
Q

What is included in the Do Step of PDSA?

A

Implement the plan, document and changes made, collect data for analysis

81
Q

What is included in the Study step of PDSA?

A
  1. ) Evaluate the data collection during the do phase

2. ) Check results against goals formulated during the plan phase

82
Q

What is included in the Act step of PDSA?

A
  1. ) If the results are successful, standardize the new method and communicate to relevant personnel
  2. ) Implement training for new method
  3. ) If unsuccessful, revise the plan and repeat the process
83
Q

What is Process Improvement?

A

A systematic approach to improving a process

84
Q

What are the steps of process improvement?

A
  1. ) Map the process
  2. ) Analyze the process
  3. ) Redesign the process
85
Q

What does Mapping the process mean?

A

Collect information about the process and identify each step in the process. Create a flowchart of the process

86
Q

What does Analyzing the process mean?

A
  1. ) Ask critical questions about the process

2. ) Ask specific questions about each step in the process

87
Q

What is Six Sigma?

A

A business process for improving quality, reducing costs, and increasing customer satisfaction

88
Q

How many defects can Six Sigma have?

A

3.4 per million

89
Q

What are the 4 principles of Six Sigma?

A
  1. ) Reduction in variation
  2. ) Data driven and requires data validation
  3. ) Outputs are determined by inputs
  4. ) Only a few inputs have significant impact on outputs
90
Q

What does DMAIC stand for?

A

Define, Measure, Analyze, Improve, and Control

91
Q

What does Define mean in DMAIC?

A

Set the context and objectives for improvement

92
Q

What does Measure mean in DMAIC?

A

Determine the baseline performance and capability of the process

93
Q

What does Analyze mean in DMAIC?

A

Use data and tools to understand the cause and effect relationships of the process

94
Q

What does Improve mean in DMAIC?

A

Develop the modifications that lead to validated improvement of the process

95
Q

What does Control mean in DMAIC?

A

Establish plans and procedures to ensure that improvements are sustained

96
Q

What are 3 methods for generating ideas?

A
  1. ) Brainstorming
  2. ) Quality Circles
  3. ) Benchmarking
97
Q

What are Quality Circles?

A

Groups of workers who meet to discuss ways of improving products or processes

98
Q

What are the 5 steps in the benchmarking process?

A
  1. ) identify a critical process that needs improvement
  2. ) Identify an organization that excels in this process
  3. ) Contact that organization
  4. ) Analyze the data
  5. ) Improve the critical process

Operations Management (1 decks)

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