Ch 5 – Process Focus – Flashcards
Unlock all answers in this set
Unlock answersquestion
What is the main difference btw mfg processes and service processes?
answer
the customer know the requirements for a mfg process prior to delivery, but *does not know the requirements for a service process until after they have a point of reference*
question
Some value creation processes are service oriented
answer
(know this slide?)
question
What are the 3 key service dimensions? -- is it 5????? (clarify this with prof)
answer
1) Reliability 2) Assurance 3) Tangibles 4) Empathy 5) Responsiveness (RATER)
question
What factors should you consider when designing a service process? (??????)
answer
1) Degree of *customization* 2) Degree of *labor intensity* 3) Degree of *customer contact and interaction* -process design will depends on these 3 dimensions (and look at the examples - slides 46 and 47)
question
Service process designers must concentrate on:
answer
-*doing things right the first time* -minimizing process complexities (SIMPLIFYING the process) -making process immune to inadvertent human errors (esp during customer interactions)
question
How do you create quality standards (metrics) for service processes -give some examples
answer
-You replace dimensions and tolerances (applicable for mfg) with quality standards -customer service: 90% of calls answered within 30 seconds -airline: 90% of passengers checked in withing 3 minutes of arrival -10 minutes baggage claim time btw 1st and last customer
question
difference btw metrics & goals
answer
metrics = what are you measuring? goal = what is the target?
question
Be familiar with service errors (which slide is this??)
answer
????
question
What is the difference btw flexibility and agility?
answer
-Flexibility: the ability to adapt quickly and effectively to changing requirements -Agility: refers to flexibility and short cycle times (aka how *quickly* you can adapt) (ex: H&M is agile bc it can get into stores in 3 weeks)
question
How can you mistake-proof processes? Where does Poka-Yoke fit in?
answer
-*Design potential errors out* of the product or process -*Identify potential defects and stopping a process* before defect is produced -*Find defects* that enter or leave a process A *Poka-Yoke* is an approach for mistake-proofing processes using automatic devices or methods to avoid simple human/machine error *Poka-Yoke* is based on PREDICTION and DETECTION
question
What type of errors can Poka-Yoke prevent?
answer
Forgetfulness, misunderstanding, lack of experience, absentmindedness, delays, or malfunctions
question
Examples of Poka-Yokes?
answer
Floppy disk: the poka-yoke is the plastic tab on the back. If you break it off, you can't record any more data. This prevents you from overwriting data on files Fuel tank gas cap: poka-yoke is the string so you don't forget it (if it was detached, there's the risk of forgetting it) Hole in the sink: to prevent overflow Lawnmower: poka-yoke there is a clutch where you need to squeeze two handles together to engage the lawnmower. So if you pass out or something, the lawnmower won't keep on going
question
Why is process control important?
answer
1) process control methods are the basis for effective daily mgmt of processes 2) long-term improvements cannot be made to a process unless the process is first brought under control
question
What is control?
answer
Control = the activity of: -ensuring conformance to requirements -and taking corrective action when necessary
question
Be familiar with developing process measures (????)
answer
(?????)
question
Know the meaning of Kaizen
answer
Kaizen = a Japanese word focusing on gradual and orderly continuous improvement -the business focuses on small, gradual improvements over the long term with minimal financial investment. Also includes participation by everyone in the org
question
Kaizen Blitz
answer
intense and rapid improvement process in which a team or a department throws all its resources into an improvement project over a short time period, as opposed to traditional kaizen applications, which are performed on a part-time basis
question
What is a breakthrough improvement? What 3 methods facilitate breakthrough improvement
answer
Discontinuous change resulting from innovative thinking stretch goals, benchmarking, and re-engineering
question
How do Stretch Goals work?
answer
they force an org to *think in a radically different way* and *encourage major improvements* in addition to incremental ones
question
What is Benchmarking
answer
"the search of industry best practices that lead to superior performances" wiki definition: Benchmarking = comparing one's business processes and performance metrics to industry bests and best practices from other companies
question
3 Types of benchmarking
answer
Competitive: studying products/processes/business performances from competitors to compare quality, features, pricing, etc Process: focusing on key work processes Strategic: focus on how companies compete and strategies that lead to competitive advantage
question
What is re-engineering
answer
the fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical, contemporary measures of performance
question
Understand process management perspective differences btw Baldridge, ISO 9000 and Six Sigma (study the slide) -what is the focus? Focus/Approach/Continuous Improvement
answer
Focus: Baldridge = performance excellence ISO 9000: planning and controlling the design and dev of products; managing the interfaces btw the different groups involved Six Sigma: Understanding and improving processes on a project-by-project basis
question
How does Six Sigma differ from Baldridge and ISO 9000?
answer
Baldridge and ISO 9000 have a direct focus on continuous improvement, but Six sigma focuses on it indirectly
question
Give an example of a business process in a manufacturing company
answer
Product development; bill processing system
question
(TRUE/FALSE) In a fast food restaurant, cooking would be viewed as a support process
answer
FALSE -- it is a value creation process
question
Give an example of a process in a hospital
answer
-Admission of patients -clinical lab and radiology services -provision of clinical care -case management
question
What are the 3 dimensions used to develop service processes Which dimensions would be important to an architect?
answer
-Degree of customization -degree of labor intensity -degree of customer contact and interaction architect would be concerned with degree of customization (and I guess customer interact bc he needs to build a customized building for the client)
question
How do you develop a mistake-proof process for a Lego so that it has zero defects?
answer
I would identify potential defects and stop the process before the defect is produced
question
(TRUE/FALSE) - The ability to do a rapid changeover from 1 product to another is an example of *agility* (know definitions for flexbility and agility)
answer
FALSE
question
(TRUE/FALSE) - Benchmarking is synonymous with re-engineering
answer
FALSE
