question

critical to quality, defect, process capability, variation, stable operations, design for six sigma

answer

Six Sigma concepts

question

attributes most important to customer

answer

Critical to quality

question

failing to deliver what the customer wants

answer

defect

question

what your process can deliver

answer

process capability

question

What the customer sees and feels

answer

variation

question

ensuring consistent, predictable processes to improve variations.

answer

stable operations

question

Designing to meet customer needs and process capability

answer

design for six sigma

question

managing the entire organization so that it excels on all dimensions of products and services that are important to the customer

answer

total quality management

question

inherent value of the product in the market place

answer

design quality

question

degree to which the product or service design specifications are met

answer

conformance quality

question

making the person who does the work responsible for ensuring specfications are met

answer

quality at the source

question

criteria by which quality is measured.

answer

dimensions of quality

question

expenditures related to quality achieving product quality, such as the costs of prevention, appraisal, internal failure, and external failure.

answer

cost of quality (COQ)

question

A statistical term to describe the quality goal of no more than 4 defects per million units. Also refers to a quality improvement philosophy and program.

answer

six sigma

question

DPMO is defects per million opportunities. A metric used to describe the variability of a process.

answer

DPMO

question

DMPO = (# of Defects) / ((# of opportunities for error per unit) X (# of units))

answer

DMPO Formula

question

Define, measure, analyze, improve, amd control. improvement methodology followed by six sigma companies

answer

DMAIC

question

combines implementation and quality control tool of six sigma and the inventory management concept of lean manufacturing

answer

lean six sigma

question

fool proof devices that prevent errors or provide feedback in time for the worker to correct errors including checklists and special tooling

answer

poka yokes

question

simple practices that prevent errors or provide feedback in time for the worker to correct errors

answer

fail-safe procedures

question

formal standards for quality certification developed by the international organization for standardization for business to business and manufacturing

answer

ISO 9000

question

looking outside the company to examine what excellent performers inside and outside industry are doing in the way of quality

answer

external benchmarking

question

award established by US department of commerce given annually to companies that excel in quality

answer

malcolm baldrige national quality award

question

standards for environmental management

answer

ISO 14000

question

chart with upper/lower control limit which sample means are plotted periodically to show when a process is out of control

answer

control chart

question

process which house of quality is constructed to incorporate customer needs into design of service process

answer

quality function deployment

question

converting a previously dissatisfied customer into a loyal customer

answer

service recovery

question

customer survey used to measure service quality gaps

answer

SERVQUAL

question

using control chart to monitor a process performance measure that signals when intervention is needed

answer

statistical process control

question

approaches to service process design that ensure robustness or an ability to function under adverse conditions

answer

taguchi methods

question

service warranty that provides a customer focus for the firm

answer

unconditional service guarentee

question

process-oriented survey given to customers and managers to evaluate the perception of the customer experience

answer

walk through audit

question

each customer contact

answer

moment of truth

question

matrix that relates customer attributes to engineering characteristics

answer

house of quality

question

when the service provider and the customer agree on supply/demand time

answer

bidirectional optimization

question

phenomenon in physical supply chains that occurs when a variation in final demand is proprogated up the supply chain in increasing amplitude

answer

bullwhip effect

question

strategy to enhance productive capacity

answer

embellishment of customer skills to enable self service

question

the ratio of the number of professional staff to the number of partners. determines profit per partner

answer

leverage

question

decision to have an external vendor supply service once accomplished in house

answer

outsourcing

question

result of inability to inventory service worker productive capacity at a loss of capacity during periods of idleness

answer

perishability

question

measured by the worker hours available to service customers

answer

productive capacity

question

strategy to substitute self serve technology for customer use in lieu of personal attention

answer

replacement

question

approach to make knowledge available to customers at low cost

answer

transfer

question

plan for labor and production for the intermediate term with the objective to minimize the cost of resources needed to meet demand

answer

aggregate operations plan

question

process used to keep demand and supply in balance and to coordinate distribution, marketing and financial plans

answer

sales and operations planning

question

1 year or more

answer

long range planning

question

3 to 18 months

answer

intermediate range planning

question

1 day to 6 months

answer

short range planning

question

number of units completed per unit of time

answer

production rate

question

number of workers needed in a period

answer

workforce level

question

inventory carried from the previous period

answer

inventory on hand

question

plans for meeting demands that involve trade-offs in the number of workers employed, work hours, inventory and shortages

answer

production planning strategies

question

strategy that uses one just one option for meeting demand

answer

pure strategy

question

complex strategy that combines options for meeting demand

answer

mixed strategy

question

the process of allocating the right type of capacity to the right type of customer at the right price and time to maximize revenue or yield

answer

yield management

question

sets the production rate equal to the demand in each time period

answer

chase strategy

question

vary the output by varying the number of hours worked through flexible work schedules or overtime. matches production quantities to orders

answer

stable workforce

question

plans for the same production rate in each time period

answer

level strategy

question

development of a long-term output and resource plan in aggregate units of measure

answer

aggregate planning

question

process of translating aggregate plans into short term operational plans that provide the basis for weekly and daily schedules and detailed resource requirements

answer

disaggregation

question

moving work from one workstation to another, assigning people to tasks, setting priorities for jobs, scheduling equipment, and controlling processes

answer

execution

question

work for firms facing cyclical demand fluctuations

answer

Complementary products

question

hiring and laying off employees transaltes to

answer

subcontracting

question

the stock of any item or resource used in the organzation

answer

inventory

question

demands for various items are unrelated to eachother

answer

independent demand

question

need for any one item is a direct result of the need for some other item, usually an item of which it is a part

answer

dependent demand

question

answers the question of how much to order when an item is purchased only one time and it is expected that it will be used and not reordered (newspapers at a hotel)

answer

single period problem

question

fixed-order quantity model - inventory control model where the requisitoned amount is fixed and the actual ordering is triggered by inventory dropping to a specified level of inventory

answer

Q-model or fixed-order quantity model

question

fixed time period model - inventory control model that specifies inventory is ordered at the end of predetermined time. the time interval between orders is fixed and quantity varies

answer

P-model or fixed time period model

question

amount on hand plus on order minus backordered quantities. If inv. is allocated for special purposes, it's not included in i.p.

answer

inventory position

question

Qopt order size that minimizes total annual cost

answer

optimal order quantitiy

question

R order placed when inventory drops to this point

answer

reorder point

question

amount of inventory carried in addition to the expected demand

answer

safety stock

question

measure of the expected number of times inventory is replaced over a year

answer

inventory turn

question

model is useful for finding the order quantity of an item when the price of the item varies for order size

answer

price break model

question

divides inventory into dollar volume categories that map into strategies for the category

answer

abc inventory classification

question

physical inventory taking technique where inventory is counted on a requent basis rather than once or twice a year

answer

cycle counting

question

used when we are making a one-time purchase of an item

answer

single period model

question

set of policies and controls that monitor levels of inventory

answer

inventory system

question

partially finished products in various stages of completion that are awaiting further processing

answer

work in process inventory

question

completed products ready for distribution or sale to customers

answer

finished goods inventory

question

additional amount of inventory that is kept over and above the average amount required to meet demand

answer

safety stock inventory

question

economic order quantity fixed ordered quantity occurs where total costs are at their minimum

answer

EOQ

question

design, management and improvement of the systems that create and deliver health care services

answer

health care operations management

question

facility whose staff provides services relating to observation, diagnosis, and treatment to cure or lessen the suffering of patients

answer

hospital

question

flow of work through a hospital consistenting of the services for patients provided by various medical specialities and functions within and across departments

answer

care chain

question

stages in the process where waiting takes place either before or after the procedure is performed

answer

decoupling points

question

classify patients by diagnosis or surgical procedure into major diagnostic categories based on the premise that treatment of similar medial diagnoses generate similar costs (bill of labor and materials)

answer

diagnosis related groups (DRG's)

question

Deviation in the output of a process that can be clearly identified and managed

answer

Assignable variation

question

Deviation in the output of a process that is random and inherent in the process itself

answer

common variation

question

The range of values in measure associated with a process that is allowable given the intended use of the product or service.

answer

Upper & Lower Specification Limits

question

Techniques for testing a random sample of output from a process to determine whether the process is producing items within a prescribed range.

answer

Statistical Process Control

question

quality characteristics that are classified as either conforming or not conforming to specifications.

answer

Attributes

question

Characteristics that are measured in actual weight, volume, inches, cm, etc...

answer

Variables

question

A technique for locating single facilities that considers the existing facilities, the distances between them, and the volumes of goods to be shipped.

answer

Centroid method

question

an approach used in consolidation warehouses where, rather than making larger shipments, large shipments are broken down into small shipments for local delivery in an area

answer

Cross-docking

question

An approach for selecting a facility location by combining a diverse set of factors. Point scales are developed for each criterion. Each potential site is then evaluated on each criterion and the points are combined to calculate a rating for the site.

answer

Factor-rating system

question

A closed facility into which foreign goods can be brought without being subject to the payment of normal import duties

answer

Free trade zone

question

systems that combine the idea of consolidation and that of cross-docking

answer

hub-and-spoke system

question

All functions concerned with the movement of materials and finished goods on a global scale.

answer

international logistics

question

In industrial context, the art and science if obtaining, producing, and distributing material and product in the proper place and in the proper quantities.

answer

logistics

question

A company that manages all or part of another company's product delivery operations.

answer

Third-party logistics company

question

A group of countries that agree on a set of special arrangements governing the trading of goods between member countries. Companies may locate in places affected by the agreement to take advantage of the new market opportunities.

answer

Trading block

question

A special linear programming method that is useful for solving problems involving transporting products from several sources to several destinations.

answer

transportation method

Operations and Supply Chain Management – MGTS 3301 – UMD 2016 – Flashcards

Unlock all answers in this set

Haven't found what you were looking for?

Search for samples, answers to your questions and flashcards