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OPS216 > FINAL EXAM REVISION (LEC 5, 6, 7 & 8) > Flashcards

FINAL EXAM REVISION (LEC 5, 6, 7 & 8) Flashcards

1
Q

Total quality management

A

continuously improve the quality of products and processes by involving all employees in the organization

Goals:
- careful design
- ensuring the organization can consistently produce the design

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2
Q

Malcom bridge national quality award

A

Performance excellence award given to companies that excel in quality

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3
Q

Design quality

A

Value of design to customers (in the market place)

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4
Q

Conformance quality

A

Degree to which a product/service meets design standard

Judged on:
- performance
- features
- reliability

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5
Q

types of cost of quality

A
  • appraisal cost
  • prevention cost
  • internal failure cost
  • external failure cost
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6
Q

Appraisal costs

A

Cost of inspection and testing

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7
Q

Prevention costs

A

Costs to prevent the number of errors

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8
Q

Internal failure costs

A

Costs of defects before a product leaves the system (factory)

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9
Q

External failure costs

A

Costs of defects after a product reaches the customer

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10
Q

Six sigma

A

A methodology that helps companies eliminate defects in the products and processes

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11
Q

Six sigma cycle (DMAIC)

A
  1. Define
  2. Measure
  3. Analyze
  4. Improve
  5. Control
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12
Q

Shingo system

A

Argues that service quality control does not prevent defects as they arise from people making errors

Believes that defects can be prevented by providing employees with feedback on errors

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13
Q

Poke-Yoke

A

Special tool that prevents workers from making errors

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14
Q

Production processes

A

Used to make any manufactured item

  1. Sources the parts
  2. Make the product
  3. Deliver the product
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15
Q

Lead time

A

time needed to respond to a customer order

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16
Q

Customer order decoupling point

A

Inventory is positioned to allow entities in the supply chain to operate independently

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17
Q

Lean manufacturing

A

Means of achieving high levels of customer service with minimal inventory investment

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18
Q

Make to stock

A

Serve from finished goods inventory

What’s available on “stock”

example:
- TV
- packaged foods

issue:
- excessive inventory

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19
Q

Assemble to order

A

Preassembled products that are customized to meet a customer’s specifications

issue:
- have longer lead times
- higher inventory costs

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20
Q

Make to order

A

Make the customer’s product from raw material, parts and components as soon as they place an order

issue:
- require more accurate forecasting

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21
Q

Engineer to order

A

Work with the customer to design and then make the product

issue:
- face higher design costs
- longer lead times.

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22
Q

Manufacturing process flow design

A

step-by-step guide on how to use materials to build a product through different stages of the process

tools;
- assembly drawing (visual)
- assembly chart (build and inspect each stage)
- operation and route sheet
- process flow chart (step by step flowchart)

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23
Q

Four categories of the service triangle

A
  • the service strategy
  • the customer
  • employees
  • support systems
24
Q

Customer contact

A

interactions between the customer and service provided

25
Q

extent of contact

A

% of time a customer is in the system compared to the service time

  • high contact; hair salon
  • low contact: automated car wash
26
Q

Service capacity

A

Maximum amount of service that a service system or process can provide during a given period of time

27
Q

Difference between service design and product design?

A
  • the process is the product
  • lack legal protection
  • service package is defined by trained staff
  • services can be changed virtually overnight
28
Q

service-system design matrix

A

defines the relationship between sales opportunity and production efficiency against the amount of customer contact

  • production efficiency decreases with more customer contact
  • los contact = system works more efficiently

Lowest contact to highest
- mail contact
- internet
- phone contact
- f2f tight specs
- f2f loose specs
- f2f total customization

29
Q

Pure virtual customer contact

A

customers interact in a digital environment

  • eBay
  • SeconLiife
30
Q

mixed virtual and actual customer contact

A

Customer interact digitally and physically

-e-commerce

31
Q

Types of variability

A

the differences and fluctuations that can occur in various aspects of service delivery

  • arrival variability
  • request variability
  • capability variability
  • effort variability
  • subjective preference variability
32
Q

Strategies to manage customer-introduced variability

A
  • require reservations
  • persuade customers to compromise their requests
  • target customers on the basis of capability
  • use reward and penalties to get customers to increase their effort
  • persuade customers to adjust their expectations to match the value proposition
33
Q

Arrival variability

A

Customers arriving at times when there are not enough service providers

34
Q

Request variability

A

Differences in the specific service requests made by customers

  • Travelers requesting a room with a view
35
Q

Capability variability

A

Differences in the skills and abilities of service providers

  • A patient being unable to explain symptoms to doctor
36
Q

Effort variability

A

Differences in the effort made by customers to participate in the service process

  • Shoppers not putting up carts
37
Q

Subjective preference variability

A

Differences in the subjective preferences of customers for aspects of the service process

  • Interpreting service action differently
38
Q

Service guarantee

A

a formal promise made by a service provider to their customers that outlines the level of service that they can expect to receive and what will happen if the service provider fails to meet those expectations

39
Q

Service blueprinting

A

process mapping tool used to understand and improve service processes

it includes the line of visibility, which separates the front-office activities (visible to customers) from the back-office activities (not visible to customers)

  • helps to identify customer actions and interactions, and to ensure that the service design meets customer expectations
40
Q

How to apply Poke-yoke in services

A
  • warning methods
  • physical or visual contact methods
  • tangible features of the service
41
Q

Characteristics of a well-designed service system

A
  • user-friendly
  • robust
  • cost-effective
  • each element of the service process is consistent with the operating focus
42
Q

3 contrasting service designs

A
  • The production line approach
  • The self-service approach
  • The personal attention approach
43
Q

The production line approach

A

Involves creating a standardized and efficient process for delivering services,

44
Q

The self-service approach

A

Involves providing customers with the tools and resources they need to serve themselves

45
Q

The personal attention approach

A

Involves providing personalized and individualized service to each customer

46
Q

Cycle time

A

Average time between completions of units

47
Q

Utilization

A

Ratio of: Time activated / time available

48
Q

Process flowcharting

A

using a diagram to present elements of a process

49
Q

Types of processes

A
  • single stage
  • multiple stage
50
Q

Single stage

A

activities could be analyzed using a single cycle time to represent the speed of the process

51
Q

Multiple stage

A

group of activities that are linked through flows

52
Q

Computer systems and networking terms

A
  • buffer
  • blocking
  • starving
  • bottleneck
53
Q

Buffering

A

temporarily storing data or information in a buffer, a designated area of memory or storage, before it is processed or transmitted

54
Q

Blocking

A

process is unable to continue until a particular event or condition has been satisfied

55
Q

Starving

A

process or resource is not receiving the necessary inputs or resources to continue executing properly

56
Q

Bottleneck

A

stage that limits the capacity of the process (slows it down)

57
Q

Pacing

A

having a fixed time for movement of items through the process

OPS216 (4 decks)

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