Test 1 Flashcards
What is slack?
The latest time an activity can be started without delaying the entire project.
What does Process Analysis identify?
lack of/too many control points
redundant/missing steps
bottlenecks/excess capacity
starving points
What is a service blueprint?
a type of flowchart used to analyze service operations/products
What is the line of visibility?
Deviation between the front and back offices
What is fail safing? Poka Yokes?
Removing the possibility of mistakes from the process
What type of issues does OM deal with?
Strategic - long-term
Tactical - medium
Operational - short
Basic history of OM
Craftsmen –> industrial revolution –> Operations research –> Quality revolution –> today
What is a functional strategy?
Area of the business strategy
What is the triple bottom line?
Economic (Profit)
Social (People)
Environmental (Planet)
What are the phases of PM?
Design & Planning
Monitor & Control
What are the four risk management options?
Avoid
Reduce
Transfer
Accept
What are the 5S steps?
Sort Set Shine Standardize Sustain
What does Kaizen mean?
good change
What is an ishikawa diagram?
cause and effect, fishbone, diagram
What is TQM?
Total Quality Management
What is QMS?
Quality Management System
What is ASQ?
American Society for Quality
What is CTQ?
Critical to Quality
What is the Pareto Principle?
20% causes 80% failures
What is DMAIC?
Define, Measure, Analyze, Improve, Control
What is DMADV?
Define, Measure, Analyze, Design, Verify
What is SIPOC?
Suppliers, Inputs, Process, Outputs, Customers
What is FMEA?
Failure Modes Effect Analysis
How many times are you allowed to fail under Six Sigma?
3.4 times per million
What are the improvement principles of Six Sigma?
Root cause
Pareto Principle
What is six sigma about?
High quality and reliability of products/services ROI and financial metrics customer focus project focus use of tools
What are the process improvement methodologies associated with Six Sigma?
DMAIC
DMADV
What must projects in Six Sigma have?
Strategic value, high ROI
Address a complex problem
improvement change of at least 70%
How is RPN calculated?
Severity X Probability of Occurrence X Detect-ability
What are the two types of Quality?
Specification/design quality
Conformance Quality
What are dimensions of specification quality?
Functions
Reliability
Durability
Aesthetics
What are the three costs of quality?
Appraisal/prevention Internal failure (found within production) External failure (customer found)
How is service quality measured?
comparing a customer’s expectation with the perception of the service (experience)
Where do customer expectations come from?
Word-of-mouth
Past experience
Personal needs
What is a Quality Surprise?
PS>ES
What is Satisfactory Quality?
ES~PS
What is Unsatisfactory Quality?
PS
What is acceptance sampling?
Inspecting a completed project, perhaps with a new part supplier, for conformance quality
What is TQM (definition)?
management approach that focuses on customer satisfaction as the key CPK
What is QMS (definition)?
documents processes and responsibilities for achieving quality policies
How does QMS control?
Manuals, guides, and SOPs
What are the 5 Whys?
A brainstorming tool to ID the root cause
What is a changeover?
non value adding time related to a change of task or product type
How to reduce changeover?
Running items in parallel
Shortening the time of activities
What kind of improvements does LEAN management focus on?
Less waste
Less human effort
Less space
Less investment in tools
What are the seven (+1) wastes of lean management?
- over production
- unnecessary stock
- inefficient transportation
- unnecessary motion
- waiting times
- rejects & defects
- inappropriate processing
- unused employee creativity
