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