Ch 5 TQM

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  1. define suppliers
    include not only companies that provide materials and components, but also distributors, transportation companies, and information, health care, and education providers.
  2. 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.
  3. define strategic benchmarking
    focus on how companies compete and strategies that lead to competitive advantage.
  4. define process benchmarking
    identifying the most effective practices in key work processes in organizations that perform similar functions, no matter in what industry.
  5. define competitive benchmarking
    studying products or business results against competitors to compare pricing, technical quality, features, and other quality or performance characteristics.
  6. What are three types of benchmarking
    • competitive
    • Process
    • Strategic
  7. 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.
  8. define benchmarking
    the search of industry best practices that lead to superior performance.”
  9. define kaizen blitz
    an intense or rapid improvement in which a department throws all of its resources into an improvement project
  10. define kaizen
    a Japanese word that means gradual and orderly continuous improvement
  11. What 4 stages does a learning cycle consist of
    • Planning
    • Execution
    • Assessment
    • Revision
  12. define cycle time
    the time it takes to accomplish one cycle of a process
  13. 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.
  14. define control
    the activity of ensuring conformance to requirements and taking corrective action when necessary to correct problems and maintain stable performance
  15. 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.
  16. 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.
  17. 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.
  18. define tangible errors
    such as unclean facilities, dirty uniforms, inappropriate temperature, and document errors.
  19. 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.
  20. define task errors
    include doing work incorrectly, work not requested, work on the wrong order, or working too slowly
  21. What are the different types of service errors
    Task, Treatment, Tangible, customer in preparation, Customer during encounter, customer at resolution
  22. What is a poka yoke examples
    • password set for web account
    • jump drive
  23. define poka- yoke
    mistake proofing process using automatic devices or simple methods to avoid human error
  24. define Value added time
    time where elements actually transform the product
  25. what is agility crucial to
    mass customization
  26. define flexibility
    refers to the ability to adapt quickly and effectively to changing requirements
  27. define agility
    flexibility and short cycle times
  28. What are the three basic components of service process design
    • Physical facilities
    • Employee Behavior
    • Professional Judgment
  29. define process map
    describes the specific steps in a process such as a flowchart
  30. define projects
    temporary work structures that start up, produce products or services, and then shut down
  31. What does project management involve
    all activities associated with planning, scheduling, and controlling projects
  32. 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
  33. What are the requirements for process management
    Repeatable and measurable
  34. What are the 3 process management activities
    Design, Control, Improve
  35. What is the importance of process management
    • prevent defects
    • eliminate waste and redundancy
    • lead to better quality
  36. define process
    is a sequence of linked activities that is intended to achieve some result
Card Set:
Ch 5 TQM
2014-03-05 03:15:33
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