Operational Excellence Flashcards
What is the Kano Model?
Model of how customers perceive quality (in a product or offering), on three levels: Dissatisfiers, Satisfiers, and Delighters
What are Dissatisfiers?
Basic quality attributes that MUST be present to eliminate customer dissatisfaction. However, their presence does not INCREASE satisfaction (just removes dissatisfaction). Basic requirements.
What are Satisfiers?
Peformance quality attributes that increase customer satisfaction, depending on how well the service is executed
What are Delighters?
Excitement quality attributes. Having them can increase satisfaction exponentially, but not having them doesn’t decrease satisfaction.
What is Quality at the Source?
Quality assured at the point where the work is performed, to avoid passing defects downstream
What is Quality by Design? What are some tools to achieve it?
Error prevention built into the design (of a product or service). Poka-yoke/mistake proofing.
What is Quality by Process Monitoring or Control?
Using tools to check for correct settings and practice
What is Quality by Self Check and Verification?
Setting protocols to check for quality
What are the 3 levels of error proofing?
- Prevention
- Facilitation
- Detection
At its core, lean is about ________ waste and ________ value to customers.
minimizing, maximizing
What are the 8 types of waste?
Transport Inventory Motion Waiting Overproduction Overprocessing Defects Skills underutilized
What is a value stream?
Processes, activities and resources, including information, used to transform inputs into outputs that are saleable to customers
What is the Theory of Constraints?
The output of a value stream is only as fast as the slowest processing step, bottleneck or constraint
To improve the rate of output or throughput, focus on ___________ until it is no longer a __________.
improving the constraint, limiting factor
What is Just-in-Time Flow?
Items or transactions are produce, processed or delivered just in time, as they are needed, at the same rate of customer demand
What tool can be used to mitigate and anticipate the risk of failure?
FEMA: Failure Modes and Effects Analysis
What are the FEMA evaluation questions?
- What can possibly go wrong?
- In what ways can it fail?
- What are the effects of the failure modes?
- What is the severity (score 1-10)?
- How likely is this to occur (score 1-10)?
- What controls are in place to detect the cause or failure mode (score 1-10)?
Severity x Occurrence x Detection =
Risk priority number (RPN)
What is a Control Plan?
A tool that provides process owners and operators with the means to control a process so that it performs well on an ongoing basis.
A Control Plan specifies which 5 things?
Control subjects Desired target or specification How actual performance is made known Action triggers Responsible and authorized persons
Key roles of organizational leaders and process owners (in terms of operational excellence):
Embrace and encourage right _______ and ______.
mindsets and behaviors
3.1 Key roles…
Key roles of organizational leaders and process owners (in terms of operational excellence):
Ensure ______, _______ and _______ are aligned.
metrics, goals and rewards
3.1 Key roles…
Key roles of organizational leaders and process owners (in terms of operational excellence):
Confirm employees are _______ and have the correct _____.
capable, skills
3.1 Key roles…
Key roles of organizational leaders and process owners (in terms of operational excellence):
Enable employees to know what’s _______, what/how to ________, when to _______, and what _______.
important, do, intervene, action to take
3.1 Key roles…
