Wk3 - quality in business processes Flashcards
(17 cards)
What is competitiveness?
Under free and fair market conditions, produce goods and services that meet tests of international markets while simultaneously maintaining or expanding the real income of citizens.
What are the attributes of best practise manufacturers?
- market leader
- growing more rapidly and more profitable
- hiring and retaining the best people
- being able to respond to changing market conditions - agility
- product and process engineering that maximises the performance of both
- continually improving
What is the systems approach in designing business processes?
Recognising the interrelated and interacting elements of an organisation that work together to achieve organisational goals.
What are four design methods for system models?
- physical or mechanical systems
- biological or animate systems
- social systems
- ecological systems
What do process maps do?
Show the interrelation between processes and interact as activities that transform inputs and outputs.
When does a process become a system?
When process outputs are variables in making of a product/service/result outcomes.
What are the critical variables in manufacturing process design?
- capital intensity - fixed investment in machinery etc
- product standardisation - degree to which the product is customised to customer requirements
- process focused - job and batch processes
- product focused - flow process - line and continuous
What are the critical variables in service process design?
- degree of customer interaction - length of time customer is involved and length of providing service
- labour intensity - amount of resources required at time of service
What is a service?
- process dependencies upon customer interactions
- consume resources
- deliver and add customer value
- intangible
What are the differences between services and manufacturing processes?
services intangible - manufacturing tangible
services immediate - manufacturing has delay
services has direct customer involvement - manufactures have indirect customer involvement
What are five attributes of product quality?
- performance
- features
- reliability
- durability
- serviceability
What are five attributes of service quality?
- tangibles - bundled with physical product eg. mobile phone
- reliability - completeness, accuracy, timeliness
- responsiveness - fulfils expectations and needs
- assurance - competence, credibility, communication
- empathy - courtesy, access, understanding
What the differences between products and services
form - tangible vs abstract
requires customer interactions - yes and no - service Yes
heterogeneous - no - service yes
perishable and time dependent - product no - service yes
process orientated features that can dynamically change - product no - service yes
What is an example of a pure good?
food products
What is an example of a core good?
appliances
What is an example of a core service?
airlines
What is an example of a pure service?
teaching
