Lecture 10

Question 1

Quality meaning in operations management

Answer 1

Always meeting customer expectations

Question 2

Benefits of producing according to specifications

Answer 2

Externally:
- Customer has clearer pircture of the product
- Fewer customer complaints

Internally:
- Throughput (amount of data moved successfully) increases
- Dependability (in terms of time) increases
- Waste (time, effort) decreases
- Costs decreases

Question 3

How to assess quality characteristics of goods

Answer 3

With a variable (measurable):
[-Durability - product lifespan]
[Reliability - avg. time between 2 failures]

With an attribute (eval. by question):
[Appearance - did product have the correct color]
[Functionality - Does the product work]

Question 4

TQM Total Quality Management characteristics

Answer 4

-Focus on customer needs & expectations
-Includes all parts of organization
-Involves all employees
-Takes into account all costs related to quality
-Develops procedures and systems for quality control & improvement
-Never stops

Question 5

Costs of a recall

Answer 5

-Crisis team
-Removing product from market
- Investigating and adressing
- PR management

Question 6

Risk management steps

Answer 6

1. Prevent failure
2. Mitigate (Limit) the consequences of failur
3. Recover from consequences of failure

Question 7

Mitigation actions in risk management

Answer 7

1. Mitigation planning - identifying all potential disruptions and how to reduce them
2. Economic mitigation - insurance
3. Spacial Containment - preventing disruptin from physically spreading internally or externally
4. Temporal containment - preventing disruption from spreading over time
5. Loss reduction - Reducing consequences by moving resources
6. Replacement - compensating for disruption by replacing affected resources