Management

Question 1

critical customer

Answer 1

critical to firms success and receives focus
order winner
order qualifier

Question 2

value proposition

Answer 2

tangibles that customers receives from a firm

Question 3

capabilties

Answer 3

what a frim does well

Question 4

order winner

Answer 4

flexibility, customization

Question 5

order qaulifier

Answer 5

affordable price, high level of quality and reasonable delivery estimate

Question 6

innovation

Answer 6

gain competitive adv
New process design and development
new product d and d
innovation happens at maturity usually

Question 7

how innovation happens

Answer 7

Customers share needs and desires
Marketing communicates customer needs and info on competitive priorities into the organ
Finance evaluates potential opp.
Engineering turns customer needs into product
Operations across SC determine how to best source, produce and deliver based on operational capabilities

Question 8

types of innovators

Answer 8

fast- get to market quickly, react quickly to competitors actions, more continuous stream of product intros
High quality- fewer issues and failures, effectively satisfy customers for higher brand loyalty
Efficient- fund more new design and development projects, sell at lower prices or have lower break even quantitiies

Question 9

Quality Function Deployment (house of quality)

Answer 9

planning process, used to guide design of product and services, made at Mitsubishi

Question 10

Steps in QFD

Answer 10

1. ID customer requirements
2. ID technical requirements
3. relate requirements to tech requirements
4. conduct an evaluation of competition
5. evaluate tech requirements and set targets
6. prioritize which tech requirements to deploy

Question 11

Process Mapping

Answer 11

1. ID the flow unit-what moving through process
2. determine desired process outcomes and metrics
3. ID and bound the critical process
4. Document the existing process
5. Analyze process and priorities improvements
6. recommend changes
7. implement changes and monitor process

Question 12

Critical Process

Answer 12

1. a bottleneck
2. visible to customer
3. consumes largest amount of resources
4. a shared process
5. highest level of variance
6. a unique skill or core competency

Question 13

product quality

Answer 13

fitness for consumption in meeting customers needs

Question 14

Design qaulity

Answer 14

match between designed features and v requirements

Question 15

conformance quality

Answer 15

meeting design specifiactions

Question 16

quality management

Answer 16

organization wide quality focus

Question 17

Dimensions of Quality for g+s

Answer 17

1. perceived qaul- what customer thinks
2. performance-do what it’s meant to
3. reliability-consistency
4. aesthetics- looks, design is pleasing to eye
5. support- can it be maintained,repaired
6. durability- how long it lasts
7. features-they are what is needed
8. conformance

Question 18

Cost of quality

Answer 18

prevention costs- cost asso. w/ preventing defects

Appraisal costs-…w/ inspection to assess quality levels

Internal failure costs-…from defects found before delivery to customer

External FC-…with defects found after delivered to customer

Question 19

6 Sigma

Answer 19

per million