Operations Management.Process Management Flashcards
What is the management approach that seeks to coordinate the functions of an organization to customer satisfaction?
Business Process Management
What are the 5 categories of Business Process Management?
Design, modeling, execution, monitoring, and optimization
What are the techniques to process management?
Define, measure, analyze, improve, and control
What is the process management also referred as?
Plan, do, check, and at
Examples of measures
Gross revenue, customer contacts, customer satisfaction, and operational statistics
Benefits for process management
Efficiency, effectiveness, and agility
Implications for outsourcing risks
Quality risk and service, productivity, staff turnover, language skills, security, qualifications of outsourcers, and labor insecurity
What are techniques to help organizations rethink how work is done to dramatically improve customer satisfaction and service?
Business Process Engineering
What is the ability to meet or exceed customer expectations?
Qualtiy
What are the conformance costs?
Prevention & Appraisal
What are the different types of prevention costs?
Employee training, inspection expenses, preventive maintenance, redesign of product, redesign of processes, and search for higher-quality supplier
What are the types of appraisal costs?
Statistical quality check, testing, inspection, and maintenance of the lab
What are the types of nonconformance costs?
Internal & External failure
What are the different types of internal failure?
Rework costs, scrap, tooling changes, costs to dispose, cost of the lost unit, and downtime
What are the types of external failure?
Warranty costs, costs of returning goods, liability claims, lost customers, and reengineering on external failure
