Lecture 10 - Process Improvement Flashcards
(45 cards)
What do operations managers do?
- Directing
- Designing
- Delivery
- Developing
What is performance measurement?
Is the activity of measuring and assessing the various aspects of a process or whole operation’s performance
What are critical success factors and Key performance indicators examples?
- improve order fulfilment - Ship to target - percentage of systems that ships on time exactly as customer specified
- increase product performance - initial field incident rate - frequency of problems experienced by customers
- Enhance post-sales performance - on-time, first-time fix - percentage problems fixed on first visit by a service representative
What factors are included in the balanced scoreboard?
- Financial
- Internal business processes
- Learning and growth
- Customers
What is quality?
The characteristics of a product or service that bear on its ability to satisfy stated or implied needs, products or services free of deficiencies
What are features of the perception view of quality?
- Word of mouth
- Personal needs
- Past experience
- Customer expectations
- Customer perception
- Service or product delivery
How does quality affect cost?
As quality increases it can increase the cost of production generally increases but as aspects such as quality control and increased productivity can lead to cost reductions
How does quality affect revenue?
Revenue can be increased through enhanced service/product image, increased sales volume, increased customer service, reduced price competition
What is quality management?
Maximising customer satisfaction at the lowest overall cost to the org while continuing to improve the process through policies, objectives and processes
What are some methods of quality management?
- Inspection
- Quality control
- Quality assurance
- Total quality management
Quality management: What is inspection?
- Checking work after event
- identify sources of non-conformance
- Take corrective action
Quality management: What is quality control?
- Self-inspection
- Quality planning and procedures
- Use of basic stats
- Quality manual
- Use of process performance data
Quality management: What is quality assurance?
- Develop quality systems
- Use of quality cost data
- Quality planning
- use of stat process control
- Involve non-operations functions
Quality management: What is total quality management?
- Teamwork
- Employee involvement
- Process management
- Performance measurement
- Involves:
- All functions
- Suppliers
- Customers
What are some costs of quality?
- External failure costs
- Internal failure costs
- Appraisal costs
- Prevention costs
What are some dimensions of quality management?
- Values
- Tools
- Methodologies
What is hard quality management?
QM practices which focus on controlling processes and products through techniques & tools to conform to & established requirements
What is soft quality management?
QM practices which are directed towards involvement and commitment of management & employees training, learning and internal cooperation or teamwork
How can employees be involved in quality management?
- Training
- Employee relations
- Small-group problem solving
What are quality leader’s roles?
- advocacy
- stakeholder advocacy
- Systems thinking
- fact-based thinking
- quality planning
- quality coaching
- quality motivation
- Quality collaboration
What is the Ishikawa (cause-and-effect) diagram?
Used to structure investigation into root causes of a problem, choose categories of cause appropriate to the situation (5 Ms can be used: materials, machines, measures, mother nature, manpower)
Often used with brainstorming
What is why-why-why analysis?
Looking at the causes of failure, why they occurred e.g. lack of training and why this shortcoming occurred
What is lean production?
Production method that seeks to minimise waste to increase efficiency and minimise supplier, customer and internal variability
What are the five lean principles?
- Specify value
- Identify value stream
- make value flow
- Let customer pull
- Perfection
