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Operations Management > Exam 2 > Flashcards

Exam 2 Flashcards

(98 cards)

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1
Q

What is Process Selection?

A

Deciding the way production of goods or services will be organized

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2
Q

What are the major implications for Process Selection?

A
  1. ) Capacity Planning
  2. ) Layout of Facilities
  3. ) Equipment
  4. ) Design of Work Systems
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3
Q

What is Process Strategy?

A

The pattern of decisions made in managing processes so that the processes will achieve their competitive priorities

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4
Q

What are the Key Aspects of Process Strategy?

A
  1. ) Capital Intensity

2. ) Process Flexibility

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5
Q

What is Capital Intensity?

A

The mix of equipment and labor used

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6
Q

What is Process Flexibility?

A

The degree to which the system can be adjusted ti changes in processing requirements due to (product and service design changes, Volume Changes, and Changes in Tech)

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7
Q

What is a Job Process?

A

A process with the flexibility needed to produce a wide variety of products in significant quantities, with complexity and divergence in the steps performed

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8
Q

What is a Batch Process?

A

A process that differs from a job process with respect to volume, variety, and quantity

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9
Q

What is a Line Process?

A

A process that lies between the batch and continuous processes on the continuum; volumes are high and products are standardized, which allows resources to be organized around particular products.

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10
Q

What is a Continuous Flow?

A

The extreme end of high-volume, standardized production and rigid line flows, with production not starting and stopping for long time intervals

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11
Q

What is a Make-to-Order Strategy?

A

A strategy used by manufacturers that make products to customer specifications in low volume

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12
Q

What is an Assemble-to-Order Strategy?

A

A strategy for producing a wide variety of products from relatively few assemblies and components after the customer orders are received

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13
Q

What is a Make-to-Stock Strategy?

A

A strategy that involves holding items in stock for immediate delivery, thereby minimizing customer delivery times.

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14
Q

What do Process Tech and Info Tech have an impact on?

A
  1. ) Costs
  2. ) Productivity
  3. ) Competitiveness
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15
Q

What is Automation?

A

Machinery that has sensing and control devices that enable it to operate automatically

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16
Q

What are the 3 types of Automation?

A
  1. ) Fixed
  2. ) Programmable
  3. ) Flexible
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17
Q

What is Layout?

A

The configuration of departments, work centers, and equipment, with emphasis on movement of work through the system

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18
Q

What do facilities decide layout?

A
  1. ) Designing new facilities

2. ) Re-Designing existing facilities

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19
Q

When do Businesses need to Plan Layout?

A
  1. ) Inefficient Operations
  2. ) Accidents or safety hazards
  3. ) Changes in product or service design
  4. ) Introduction of new products
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20
Q

What causes businesses to have Inefficient Operations?

A
  1. ) High Costs

2. ) Bottlenecks

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21
Q

What is the Basic Objective of Layout Design?

A

Facilitate a smooth flow of work, material, and info through the system

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22
Q

What are Supporting Objectives of Layout Design?

A
  1. ) Facilitate Quality
  2. ) Use workers and space more efficiently
  3. ) Avoid Bottlenecks
  4. ) Minimize handling costs
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23
Q

What is the main issue in Designing Process Layouts?

A

The relative placement of departments

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24
Q

What is a good way to Measure Effectiveness of Layout Design?

A

Measure transportation cost, distance, or time

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25
What is Line Balancing?
The process of assigning tasks to workstations in such a way that the workstations have approximately equal time requirements
26
What is the Goal of Line Balancing?
Obtain task grouping that represent approx equal time requirements since this minimizes idle time along the line. This results in high utilization of equipment and labor
27
Why is Line Balancing Important?
1. ) Allows use of labor and equipment more efficiently | 2. ) Avoid fairness issues that arise when one station works harder than another
28
What is a Precedence Diagram?
A diagram that shows the elemental tasks and their precedence requirements
29
What is Cycle Time?
The maximum time allowed at each workstation to complete its set of tasks on a unit.
30
What is established by Cycle time?
The output rate of a line
31
The required number of Workstations is a function of...
1. ) Desired output rate | 2. ) Our ability to combine tasks into a workstation
32
What is Balance Delay?
The percentage of Idle time of a line
33
What is Efficiency?
Percentage of busy time of a line
34
What is Quality?
The ability of a product or service to consistently meet or exceed customer expectation
35
What are the Dimensions of Product Quality?
1. ) Performance 2. ) Aesthetics 3. ) Special Features 4. ) Conformance 5. ) Reliability 6. ) Durability 7. ) Perceived Quality 8. ) Serviceability 9. ) Consistency
36
What is Performance?
Main characteristics of a product
37
What are Aesthetics?
1.) Appearance, Feel, Smell, Taste
38
What are Special Features?
Extra Characteristics
39
What is Conformance?
How well the product conforms to design specifications
40
What is Reliability?
Consistency of performance
41
What is Durability?
The useful life of the product
42
What is Perceived Quality?
Indirect Evaluation of quality
43
What is Serviceability?
Handling of Complaints or Repairs
44
What is Consistency?
Quality doesn't Vary
45
Dimensions of Service Quality?
1. ) Convenience 2. ) Reliability 3. ) Responsiveness 4. ) Time 5. ) Assurance 6. ) Courtesy 7. ) Tangibles 8. ) Consistency 9. ) Expectancy
46
What is Convenience?
The availability and accessibility of service
47
What is Responsiveness?
Willingness to help customers in unusual situations and to deal with problems
48
What is Time?
The speed with which the service is delivered
49
What is Assurance?
Knowledge exhibited by personnel and their ability to convey trust and confidence
50
What is Courtesy?
The way customers are treated by employees
51
What is the best way to identify service quality?
Audit the service
52
What are the Determinants of Quality?
1. ) Quality of Design 2. ) Quality of Conformance 3. ) Ease-of-Use and User Instructions 4. ) After-the-Sale Service
53
What is Quality of Design?
Intention of designers to include or exclude features in a product or service
54
What is Quality of Conformance?
The degree to which goods or services conform to the intent of the designers
55
What is Ease-of-Use?
Increase the likelihood that a product will be used for its intended purpose and in such a way that it will continue to function properly and safely
56
What is After-the-Sale Service?
Taking care of issues and problems that arise after the sale
57
Who has a Responsibility for Quality?
Everyone in an organization
58
What are Benefits of Good Quality?
1. ) Enhanced reputation for Quality 2. ) Ability to command premium prices 3. ) Increased Market Share 4. ) Greater Customer Loyalty
59
Consequences of Poor Quality
1. ) Loss of Business 2. ) Liability 3. ) Productivity 4. ) Costs
60
What are the Three Costs of Quality?
1. ) Appraisal Costs 2. ) Prevention Costs 3. ) Failure Costs
61
What are Appraisal Costs?
Costs of activities designed to ensure quality or uncover defects
62
What are Prevention Costs
All TQ training, TQ planning, Customer assessment, process control, and quality improvement costs to prevent defects from occuring
63
What are failure costs?
Costs incurred by defective parts/products or faulty services
64
What are the two types of failure costs?
1. ) Internal failure costs | 2. ) External failure costs
65
What are internal failure costs?
Costs incurred to fix problems that are detected before the product is delivered to the customer
66
What are external failure costs?
All costs incurred to fix problems that are detected after the product/service is delivered to the customer
67
What is Substandard work?
1. ) Defective products 2. ) Substandard service 3. ) Poor Designs 4. ) Shoddy Workmanship
68
What are the 3 types of Quality Certification?
1. ) ISO9000 2. ) ISO14000 3. ) ISO24700
69
What does ISO stand for?
International Organization for Standardization
70
What is ISO 9000?
Set of international standards on quality management and quality assurance, critical to international business
71
What is ISO 14000?
A set of international standards for assessing a company's environmental performance
72
What is ISO 24700?
Pertains to the quality and performance of office equipment that contains reused components
73
What is Total Quality Management (TQM)?
Involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction
74
What are the 6 Steps in TQM?
1. ) Find out what the customer wants 2. ) Design a product or service that meets or exceeds customer wants 3. ) Design processes that facilitate doing the job right the first time 4. ) Keep track of results 5. ) Extend these concepts throughout the supply chain 6. ) Top management must be involved and committed
75
What are some elements of TQM?
1. ) Continuous Improvement 2. ) Competitive Benchmarking 3. ) Employee Empowerment 4. ) Team Approach 5. ) Based on Fact, Not Oppinion
76
What is Quality at the Source?
Making each worker responsible for the quality of his or her work
77
What is the common saying of Quality at the Source?
"Do it right" and "if it isn't right, fix it"
78
What does PDSA stand for?
Plan-Do-Study-Act
79
What is included in the Plan Step of PDSA?
1. ) Begin by studying and documenting the current process 2. ) Collect data on the process/problem 3. ) Analyze the data and develop a plan for improvement 4. ) Specify measures for evaluating the plan
80
What is included in the Do Step of PDSA?
Implement the plan, document and changes made, collect data for analysis
81
What is included in the Study step of PDSA?
1. ) Evaluate the data collection during the do phase | 2. ) Check results against goals formulated during the plan phase
82
What is included in the Act step of PDSA?
1. ) If the results are successful, standardize the new method and communicate to relevant personnel 2. ) Implement training for new method 3. ) If unsuccessful, revise the plan and repeat the process
83
What is Process Improvement?
A systematic approach to improving a process
84
What are the steps of process improvement?
1. ) Map the process 2. ) Analyze the process 3. ) Redesign the process
85
What does Mapping the process mean?
Collect information about the process and identify each step in the process. Create a flowchart of the process
86
What does Analyzing the process mean?
1. ) Ask critical questions about the process | 2. ) Ask specific questions about each step in the process
87
What is Six Sigma?
A business process for improving quality, reducing costs, and increasing customer satisfaction
88
How many defects can Six Sigma have?
3.4 per million
89
What are the 4 principles of Six Sigma?
1. ) Reduction in variation 2. ) Data driven and requires data validation 3. ) Outputs are determined by inputs 4. ) Only a few inputs have significant impact on outputs
90
What does DMAIC stand for?
Define, Measure, Analyze, Improve, and Control
91
What does Define mean in DMAIC?
Set the context and objectives for improvement
92
What does Measure mean in DMAIC?
Determine the baseline performance and capability of the process
93
What does Analyze mean in DMAIC?
Use data and tools to understand the cause and effect relationships of the process
94
What does Improve mean in DMAIC?
Develop the modifications that lead to validated improvement of the process
95
What does Control mean in DMAIC?
Establish plans and procedures to ensure that improvements are sustained
96
What are 3 methods for generating ideas?
1. ) Brainstorming 2. ) Quality Circles 3. ) Benchmarking
97
What are Quality Circles?
Groups of workers who meet to discuss ways of improving products or processes
98
What are the 5 steps in the benchmarking process?
1. ) identify a critical process that needs improvement 2. ) Identify an organization that excels in this process 3. ) Contact that organization 4. ) Analyze the data 5. ) Improve the critical process

Operations Management (1 decks)

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