MGT 502 - Midterm Study Guide

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Anonymous
ID:
260920
Filename:
MGT 502 - Midterm Study Guide
Updated:
2014-02-08 19:17:57
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MGT502 Operations Management
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MGT 502 - Operations Management Midterm Study Guide
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  1. Difference between a product & a service
    • Services are intangivle • Require interaction with customer • Inherently heterogeneous • Perishable & time dependent • Package of features affecting 5 senses o Supporting facility o Facilitating goods o Explicit services o Implicit services
  2. Current issues in ops management
    "• Coordinating relationships between mutually suportive but separate organizations • Optimizing global suppliers
  3. Supply Chain Management def
    • Managing all aspects between suppliers and customer
  4. Competitive dimensions
    • Cost or price • Quality • Delivery Speed • Delivery Reliability • Coping with changes in demand • Flexibility & new product introduction speed • Other priduct-specific criteria
  5. "Productivity-total
    partial
  6. Cycle time
    • Average successive time between completions of successive units
  7. Process flowchart
    • Chart major elements of a process
  8. Make-to-stock
    • Forecasted or expected demand • Customers served from stock
  9. "QFD
    House of Quality"
  10. Value analysis
    • Achieve equivalent or better performance at a lower cost while maintaining all functional requirements defined by customer
  11. Learning curves
    "• As plants produce more products
  12. Process flow structure
    "• Mapping specific processes that raw materials
  13. Service-system design matrix
    • Progressively higher degree of customer contact as sales opportunity increases • Higher contact means lower production efficiency • Categories o Buffered o Permeable o Reactive
  14. Three T’s
    • Task • Treatment • Tangibles
  15. Poka-yokes
    • Mistake-proof
  16. Malcolm Baldrige National Quality Award
    • Award to companies that excel in quality
  17. Dimensions of quality
    • Performance • Features • Reliability/durability • Servicability • Aesthetics • Perceived quality
  18. Cost of quality
    o Appraisal o Prevention o Internal failure o External failure
  19. Cpk
    • Process Capability Index • Accounts for shifts with same distribution • Cpk of 1.5-2 is Good | ≤ 1 NO GOOD
  20. "Control charts-p
    x-bar
  21. "Poka yoke-what is it
    give an example"
  22. DMAIC
    • Define – customers and their priorities • Measure – Process and its performance • Analyze – Causes of defects • Improve – Remove causes of defects • Control – maintain quality
  23. Analytical tools used for Six Sigma & continuous improvement
    • Flow chart • Run chart – used to identify equipment or processes are not behaving according to spec • Pareto Analysis – find when 80% of the problems may be attributed to 20% of the causes • Check sheets – track defects/collect data • Fishbone Diagram – Backwards track process to find a possible cause of problem • Control Charts – Production process and conformance to standards (w/ UCL and LCL)
  24. Capacity utilization
    • Capacitity Utilizaiton Rate = Capacity Used / Best Operating Level • Deviation from best operating level is underutilization or overutilization

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