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om exam Flashcards

1
Q

cycle time

A
  • measure of efficiency

interval between completion of successive units / customers in a process

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2
Q

bullwhip effect

A

the further you go upstraem in a supply chain the more customer demand for supplies is perceived.
- occurs when inventories are maintained between
the members of the supply chain and there is slow communication between them

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3
Q

assemble to order supply chain

A
  • consumer has limited # of choices
  • pick and choose among various standard components to customize product
  • ex. cars and computers
  • demand vary with economic cycle
  • forecasting done my manufacturer
  • standardized compoenents produced in appropraite batch sizes and then assembled
  • push and pull elements. pull bc assembled with order arrives
  • push because compoennst must be available ahead of time
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4
Q

forward / downstream integration

A

– Organizations of the distribution (customer) side of the firm’s supply chain

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5
Q

cause - and efffect / fishbone

A
  • basic quality tool
    used to
    identify the causes that lead to a particular outcome or effect.
  • major categories of causes are identified then each cause why is asked until root cause 4 category identified
    IDENTIFY SOURCES OF ERROR
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6
Q

productivity

A

measure of efficiency
- how mcuh work is done per period of time by a resource
outputs / inputs

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7
Q

technical quality / defect rate

A
  • measure of effectiveness
  • customers cannot correctly aces because tehy do not have technical knowledge to do so
  • monitored by professionals who provide the service
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8
Q

employee satisfaction

A

measure of effectivness

- employee turnover, absenteeism, interviews - indicators

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9
Q

sales volume and market share

A

measure of customer satisfaction

- market share - percentage of total sales for a service attributed to a particular service org.

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10
Q

product dimensions of quality

A 
PPRADS CF
perceived quality
performance
reliability
aesthetics
durability
serviceability

conformance
features

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11
Q

main measures of efficiency

A

capacity utilization
cycle time
throughput time
productivity

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12
Q

anaylize - six sigma

A

perform causal analysis - identify the root cuases of the probs

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13
Q

process flow diagram symbols

A

tasks - circles/ rectangles
flows - arrows
storages (customer weights) - inverted triangles
decision points - diamons

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14
Q

line of internal interaction

A

interactions between employees who work directly w customer and those who work in the back of the house
(backstage and onstage)

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15
Q

supply chain management

A

the way a firm interacts with its suppliers to provide highquality
materials, components, and services that are competitively priced.

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16
Q

yield

A

measure of effectiveness and efficiency
- number of good outputs / total number of inputs
service : number of sales / number of sales calls)

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17
Q

service levels

A
  • measure of customer satisfaction

how quickly customers are served, phone calls answered, emails responded to)

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18
Q

inbound logistics

A

the delivery of goods and services that are purchased from suppliers and/or their
distributors.

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19
Q

demand forecast updating

A
  • cause of the bullwhip effect
  • When each member of the supply chain develops its forecast based only on the
    orders of its immediate customer
    ex. retailers overaggerate forecasts to protect against unforeseen surges in demand
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20
Q

competitive priorities list

A 
service
delivery
flexibility
cost 
quality
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21
Q

responsiveness

A

dimension of SERVICE quality

- willingness of service providers to help customers and to provide prompt service

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22
Q

process flow charts

A
  • basic quality tool
    depict the steps required to produce either a
    good or a service
    DEFINE THE PROCESS
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23
Q

order batching

A

cause of the bullwhip effect

- to reduce fixed ordering costs supply chain emmbers order in large batches REGARDLESS OF REAL DEMAND

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24
Q

NPS

A
  • measure of customer satisfaciton
  • how likely are you to recommend our company toa friend or relative
  • percentage of promoters - percenage of detractors
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25
Q

scatterplots

A
  • basic quality tool
    how the relationship between two measured (not counted) variables
  • ex. understand relatinonship between how long
    customers wait to have their orders taken and how satisfied they are with their service.
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26
Q

assurance

A

dimension of SERVICE quality

  • knowledge and courtesy of employees, ability to convey trust and confidence
    ex. accountant knowing what he’s doing
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27
Q

bar charts

A
  • basic quality tool
    nominal data. can be categorized and counted, not measured
    DISPLAY DATA
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28
Q

5 main dimensions of SERVICE quality

A 
RRATE
responsiveness
reliability
assurance
tangibles
empathy
29
Q

checksheets

A
  • basic quality tool
    tool used for collecting data on some process by counting event occurrences.
  • categories should be mutually exclusive and collectively exhaustive
    COLLECT DATA
30
Q

structural operations decisions

A

location
capacity
vertical integration
process technology

31
Q

BUILD to stock supply chain

A
  • end consumer has no inidvidual input into configuration fo the product
  • high volume, low profit margin, commodity type
  • demand is stable. forecast accurately
  • push product
  • supply chain driven by forecast for end product
32
Q

capacity utilization

A
  • measure of efficiency
  • how much of available capacity is being used
  • capacity required / capacity available
33
Q

customer satisfaction

A 
measure of effectiveness
- customer retention / lost
- new customers 
- service levels
- sales volume + market share, 
NPS
Complaints
34
Q

rationing and shoratge gaming

A

cause of bullwhip effect
When there is a supply shortage, retailers and distributors often tend to
exaggerate their orders to ensure that they will receive at least some merchandise from the manufacturer
- leads to multiple problems, because the manufacturer experiences unrealistic demand volumes and
must decide how to ration its limited supply of products among its customers. may even invest in unnedded capacity to meet fake demand

35
Q

outbound logistics

A

the delivery of goods and services that are sold to a firm’s customers and/or their
distributors.

36
Q

quality management (operational decision)

A

decide how quality will be defined, measured, and monitored.

37
Q

pareto charts

A
  • basic quality tool
    specialized bar charts that show the frequency of occurrence of items sorted in descending
    order
  • ex useful for establishing priorities for action, focusing attention on the categories of variables
    that occur most frequently
    PRIORITIZE ERRORS.
38
Q

line of visibility

A

separates the front of the house from the back of the house

39
Q

structural decisions definition

A

relate to brick and mortar issues

40
Q

customer satisfaction equation

A

perception - expectations

41
Q

quality

A

effectiveness of the operation that satisfies customer’s needs

42
Q

define - six sigma

A

select the process to imrpove

43
Q

build to order supply chain

A
  • consumers have opportunity to have at least some part fo teh product uniquely built to their specifications
  • consumers have no input into overall design or prod.
  • raw materials on hand. production doesnt begin until order recieved
  • forecasting done for raw materials and standardized components by manufacturer
44
Q

perceieved customer value equation

A

total beenfits / total costs

45
Q

infrastructural operations decisions

A

workforce, quality management, policies and procedures, organizational structrue

46
Q

supply chain

A

the steps and the firms that perform these steps in the transformation of raw material into
finished products bought by customers.

47
Q

tangibles

A

dimension of SERVICE quality

  • physical aspects of a service
    ex. appearance of physical facilities, equipment, staff, communications materials
48
Q

4 major causes of the bullwhip effect

A

demand forecast updating
rationing and shortage gaming
order batching
price fluctuations

49
Q

forward integration

A

purchasing or controlling customers

50
Q

design to order supply chain

A

customer has greatest amount of input

  • custom designed homes
  • supply chain contorolled by sdesigner and builder
51
Q

throughput time

A
  • measure of efficiency

time required for a unit of output (pass through an operating unit including waiting time between operations)

52
Q

reliability

A

dimension of SERVICE quality

- ability to perform promised service dependably and accurately

53
Q

vertical integration

A

how much of the supply chain is controlled by the organization

54
Q

value

A

the worth of a service as determined by what the customer is willing to pay for it

55
Q

imrove - six sigma

A

plan and implement solutions. evaluate effects.

56
Q

measure - six sigma

A

collect and analyze data

57
Q

what does DMAIC stand for in six sigma and what is it

A 
it is the six sigma improvement cycle
define
measure
analyze
imrpove
control
58
Q

run charts

A
  • basic quality tool
    show the behavior of a specific variable over time
    ex. show how much variability there is over the
    course of an evening in the length of time customers have to wait before being seated
    EVALUATE THE PROCESS
59
Q

control - six sigma

A

standardize and reflect on process

60
Q

backward integration

A

purchasing or controlling spupliers

61
Q

serviceability

A

dimension of product quality

-ease of repair of a prorduct and speed, courtesy, competence of service providers

62
Q

histograms

A
  • basic quality tool
    display continous data - data that can be measured
    ex. how long it takes a resto to take order
    DISPLAY DATA
63
Q

measures of efficiency list

A

Capacity Utilization
Cycle Time
Throughput Time
Productivity

64
Q

backwards / upstream integration

A

Organizations on the supply side of the firm’s supply chain

65
Q

organizational structure (operational decision)

A

who reports to who

66
Q

competitive priorities definition

A

the dimensions along which a firm chooses to compete:

67
Q

line of interaction

A

defines specific interactions that take place between the customer and the service provider
- customer, physical evidence

68
Q

vertical integration

A

the amount of its supply chain that a firm owns.

69
Q

price fluctuations

A

cause of bullwhip effect
- Manufacturers that occasionally offer price discounts to distributors encourage a
“forward buy” behavior
- implies that distributors order in larger volumes that do not correspond to the “real” end customer
demand, thus again creating the bullwhip effect.

GB214 (7 decks)

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