Overview Flashcards
(27 cards)
What are the key steps in statistical quality control?
- Define quality characteristics, 2. Decide how to measure, 3. Set standards, 4. Control against standards, 5. Identify causes of poor quality, 6. Continuous improvement
What is the Gap Model of Quality?
It explains quality based on the gap between customer expectations and their perceptions of a service or product
Define Total Quality Management (TQM)
A holistic approach involving all employees and departments in continuous improvement to meet customer needs economically
What is the goal of lean synchronisation?
Eliminate all waste to make operations faster, more dependable, higher quality, and lower cost
What is a Kanban?
A signal or card used in pull systems to control the flow of materials and prevent overproduction
What are the 3 Ms of waste in lean?
Muda (waste), Mura (unevenness), Muri (overburden)
What is the bullwhip effect?
A phenomenon where demand variability increases as it moves up the supply chain
Name two sourcing strategies in procurement
Single sourcing and multi-sourcing
What is the difference between push and pull control?
Push schedules work in advance; pull responds to downstream demand using systems like Kanban
Name two tools for short-term planning and scheduling
Gantt charts and bar charts
What operational issue affects KTS’s domestic servicing most?
Unpredictability of emergency call-outs and the need for flexible scheduling
How does KTS plan to reduce technician inefficiencies?
By reducing non-value-adding activities, better forecasting, better dispatching, and training new hires
What are the three time horizons for capacity planning?
Strategic (long-term), Tactical (medium-term), Operational (short-term)
Name two strategies for matching capacity with demand.
Chase demand and level capacity strategies
What does ‘conformance to specification’ mean in quality management?
Products/services meet defined standards and customer expectations
What are the four types of quality costs?
Prevention, Appraisal, Internal Failure, External Failure
What tools are used in root cause analysis?
Fishbone diagram, 5 Whys, Pareto chart, Scatter plot, Flowchart
What is the philosophy of Just-In-Time (JIT)?
Produce only what is needed, when it is needed, with minimal waste
What is the purpose of the 5S methodology?
To organise the workplace for efficiency: Sort, Set in order, Shine, Standardise, Sustain
What is a Gantt chart used for?
Visual scheduling tool for tracking task timelines and overlaps
What is the difference between dependent and independent demand?
Dependent demand is driven by another item (e.g. car tyres for cars), while independent is customer-driven
What are the key drivers of supply chain risk?
Supply disruption, demand variability, geopolitical issues, and logistical failures
What is vendor-managed inventory (VMI)?
Supplier manages inventory levels and replenishment based on agreed thresholds
What makes the B2B operations more complex for KTS?
Customised systems, higher call-out rate, need for technical reporting and client interaction
