Operations Final 3 (3/26 PP)

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Author:
jlm158
ID:
145109
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Operations Final 3 (3/26 PP)
Updated:
2012-04-17 21:43:21
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ops
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Operations Final 3 (3/26 PP)
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  1. Variability occurs in all products/services, but it leads to customer dissatisfaction:
    cost, quality, availability, response times
  2. Improving Process Capability
    Requires long term investment in resources to minimize variability (invest in more capital, training, etc.)
  3. Process Control Objective IS INTERNAL =
    Internal - identify and eliminate veriability
  4. Process capability IS EXTERNAL
    How well process meets customers expectations

    Shorter term fix
  5. Performance Variability - External Measures (3)
    • 1. Customer satisfcation
    • 2. Product rankings
    • 3. Number of customer complaints
  6. Variability
    Difference between actual and expected performance
  7. Variability results in (5):
    • 1. Higher costs
    • 2. longer flow times
    • 3. reduce quality
    • 4. reduced availability
    • 5. angry customers
  8. Quality of Functional deployment (QFD)
    What does the customer actually want?
  9. Analysis of variability (4)
    • 1. pareto charts
    • 2. Histograms - Bar chart of frequency of observerd peformance measure
    • 3. Run chart - measure of process performance over period of time
    • 4. Multi vari chart
  10. Process Planning
    • Long run
    • Structuring process, designing operation procedures (process improvement)
  11. Process Control
    Short term - alignment of process performance to planned performance (managing customer expectations)
  12. Process Control - when to act (3 examples)
    Comparing current performance to past perforamnce does not always account for variability that is beyond workers control

    • 1. Peice work - assembly line worker starved of work due to up stream process disturbance
    • 2. On time deleviry impacted by weather, road closures
    • 3. Sales - shift in customer demand/tastes
  13. Six Sigma
    Measure of quality in terms of defects per million (average around 4)
  14. Minimizing variability to improve quality
    • Simplification (fewer parts, fewer varieties) - fewer defects
    • Standardization (standard parts, processes) - reduces chances for errors
    • mistake proofing - reduces chance for human errors (data integriy checks, drop downs in excel)

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