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Operations Management > Test 1 > Flashcards

Test 1 Flashcards

1
Q

What is slack?

A

The latest time an activity can be started without delaying the entire project.

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2
Q

What does Process Analysis identify?

A

lack of/too many control points
redundant/missing steps
bottlenecks/excess capacity
starving points

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3
Q

What is a service blueprint?

A

a type of flowchart used to analyze service operations/products

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4
Q

What is the line of visibility?

A

Deviation between the front and back offices

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5
Q

What is fail safing? Poka Yokes?

A

Removing the possibility of mistakes from the process

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6
Q

What type of issues does OM deal with?

A

Strategic - long-term
Tactical - medium
Operational - short

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7
Q

Basic history of OM

A

Craftsmen –> industrial revolution –> Operations research –> Quality revolution –> today

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8
Q

What is a functional strategy?

A

Area of the business strategy

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9
Q

What is the triple bottom line?

A

Economic (Profit)
Social (People)
Environmental (Planet)

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10
Q

What are the phases of PM?

A

Design & Planning

Monitor & Control

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11
Q

What are the four risk management options?

A

Avoid
Reduce
Transfer
Accept

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12
Q

What are the 5S steps?

A 
Sort
Set
Shine
Standardize
Sustain
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13
Q

What does Kaizen mean?

A

good change

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14
Q

What is an ishikawa diagram?

A

cause and effect, fishbone, diagram

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15
Q

What is TQM?

A

Total Quality Management

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16
Q

What is QMS?

A

Quality Management System

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17
Q

What is ASQ?

A

American Society for Quality

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18
Q

What is CTQ?

A

Critical to Quality

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19
Q

What is the Pareto Principle?

A

20% causes 80% failures

20
Q

What is DMAIC?

A

Define, Measure, Analyze, Improve, Control

21
Q

What is DMADV?

A

Define, Measure, Analyze, Design, Verify

22
Q

What is SIPOC?

A

Suppliers, Inputs, Process, Outputs, Customers

23
Q

What is FMEA?

A

Failure Modes Effect Analysis

24
Q

How many times are you allowed to fail under Six Sigma?

A

3.4 times per million

25
Q

What are the improvement principles of Six Sigma?

A

Root cause

Pareto Principle

26
Q

What is six sigma about?

A 
High quality and reliability of products/services
ROI and financial metrics
customer focus
project focus
use of tools
27
Q

What are the process improvement methodologies associated with Six Sigma?

A

DMAIC

DMADV

28
Q

What must projects in Six Sigma have?

A

Strategic value, high ROI
Address a complex problem
improvement change of at least 70%

29
Q

How is RPN calculated?

A

Severity X Probability of Occurrence X Detect-ability

30
Q

What are the two types of Quality?

A

Specification/design quality

Conformance Quality

31
Q

What are dimensions of specification quality?

A

Functions
Reliability
Durability
Aesthetics

32
Q

What are the three costs of quality?

A 
Appraisal/prevention
Internal failure (found within production)
External failure (customer found)
33
Q

How is service quality measured?

A

comparing a customer’s expectation with the perception of the service (experience)

34
Q

Where do customer expectations come from?

A

Word-of-mouth
Past experience
Personal needs

35
Q

What is a Quality Surprise?

A

PS>ES

36
Q

What is Satisfactory Quality?

A

ES~PS

37
Q

What is Unsatisfactory Quality?

A

PS

38
Q

What is acceptance sampling?

A

Inspecting a completed project, perhaps with a new part supplier, for conformance quality

39
Q

What is TQM (definition)?

A

management approach that focuses on customer satisfaction as the key CPK

40
Q

What is QMS (definition)?

A

documents processes and responsibilities for achieving quality policies

41
Q

How does QMS control?

A

Manuals, guides, and SOPs

42
Q

What are the 5 Whys?

A

A brainstorming tool to ID the root cause

43
Q

What is a changeover?

A

non value adding time related to a change of task or product type

44
Q

How to reduce changeover?

A

Running items in parallel

Shortening the time of activities

45
Q

What kind of improvements does LEAN management focus on?

A

Less waste
Less human effort
Less space
Less investment in tools

46
Q

What are the seven (+1) wastes of lean management?

A
  1. over production
  2. unnecessary stock
  3. inefficient transportation
  4. unnecessary motion
  5. waiting times
  6. rejects & defects
  7. inappropriate processing
  8. unused employee creativity

Operations Management (2 decks)

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