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define suppliers
include not only companies that provide materials and components, but also distributors, transportation companies, and information, health care, and education providers.
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define reengineering
the fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical, contemporary measures of performance, such as cost, quality, service, and speed.
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define strategic benchmarking
focus on how companies compete and strategies that lead to competitive advantage.
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define process benchmarking
identifying the most effective practices in key work processes in organizations that perform similar functions, no matter in what industry.
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define competitive benchmarking
studying products or business results against competitors to compare pricing, technical quality, features, and other quality or performance characteristics.
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What are three types of benchmarking
- competitive
- Process
- Strategic
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define best practices
approaches that produce exceptional results, are usually innovative in terms of the use of technology or human resources, and are recognized by customers or industry experts.
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define benchmarking
the search of industry best practices that lead to superior performance.”
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define kaizen blitz
an intense or rapid improvement in which a department throws all of its resources into an improvement project
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define kaizen
a Japanese word that means gradual and orderly continuous improvement
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What 4 stages does a learning cycle consist of
- Planning
- Execution
- Assessment
- Revision
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define cycle time
the time it takes to accomplish one cycle of a process
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why is process control important
First, process control methods are the basis for effective daily management of processes. Second, long-term improvements cannot be made to a process unless the process is first brought under control.
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define control
the activity of ensuring conformance to requirements and taking corrective action when necessary to correct problems and maintain stable performance
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define customer errors at the resolution stage of a service encounter
include failure to signal service inadequacies, to learn from experience, to adjust expectations, and to execute appropriate post-encounter actions.
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define customer errors during an encounter
such as inattention, misunderstanding, or simply a memory lapse, and include failure to remember steps in the process or to follow instructions.
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define customer errors in preparation
such as the failure to bring necessary materials to the encounter, to understand their role in the service transaction, and to engage the correct service.
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define tangible errors
such as unclean facilities, dirty uniforms, inappropriate temperature, and document errors.
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define treatment errors
in the contact between the server and the customer, such as lack of courteous behavior, and failure to acknowledge, listen, or react appropriately to the customer.
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define task errors
include doing work incorrectly, work not requested, work on the wrong order, or working too slowly
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What are the different types of service errors
Task, Treatment, Tangible, customer in preparation, Customer during encounter, customer at resolution
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What is a poka yoke examples
- password set for web account
- jump drive
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define poka- yoke
mistake proofing process using automatic devices or simple methods to avoid human error
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define Value added time
time where elements actually transform the product
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what is agility crucial to
mass customization
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define flexibility
refers to the ability to adapt quickly and effectively to changing requirements
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define agility
flexibility and short cycle times
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What are the three basic components of service process design
- Physical facilities
- Employee Behavior
- Professional Judgment
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define process map
describes the specific steps in a process such as a flowchart
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define projects
temporary work structures that start up, produce products or services, and then shut down
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What does project management involve
all activities associated with planning, scheduling, and controlling projects
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What are some types of processes
- Value creation processes - running the business
- Design process- develop functional product specs
- Production process- create the product
- Support process- most important to value creation
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What are the requirements for process management
Repeatable and measurable
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What are the 3 process management activities
Design, Control, Improve
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What is the importance of process management
- prevent defects
- eliminate waste and redundancy
- lead to better quality
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define process
is a sequence of linked activities that is intended to achieve some result
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